MyMail@Net 510 System Management Guide

Repartee
LX
VERSION 8.1
System Management
Guide
Copyright 2004 Active Voice, LLC.
All rights reserved.
Second edition 2004.
Active Voice, ActiveFax, Repartee, TeLANophy, ViewCall, and ViewMail are trademarks of
Active Voice, LLC.
Other brands and product names used in this document are the property of their respective owners.
Licensed under one or more of the following patents: U.S. Nos. 4,994,926; 5,291,302; 5,459,584; 4,696,028;
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REPARTEE LX SYSTEM MANAGEMENT GUIDE
CONTENTS i
Contents
CHAPTER 1: Introduction ........................................................................................................ 1
Introduction to Repartee LX .......................................................................2
Basic concepts .........................................................................................3
System IDs ...............................................................................................6
Logging on and logging off ......................................................................10
Navigating the Web console ....................................................................12
Recording voice fields or prompts ...........................................................16
Changing system information by phone ...................................................18
Setting up system security ......................................................................19
Following recommended security practices ..............................................23
Shutting down and restarting the system .................................................24
CHAPTER 2: Opening greeting ............................................................................................... 27
Opening greeting overview ......................................................................28
Adding an opening greeting box ..............................................................29
Changing the opening greeting setup ......................................................30
Setting up greetings ................................................................................32
Setting up actions after greetings ............................................................34
Routing callers to a language select box .................................................37
Adding multiple opening greeting boxes ..................................................39
Setting up directory assistance options ...................................................40
CHAPTER 3: Subscriber maintenance ................................................................................... 42
Default subscriber overview .....................................................................43
Creating default personal IDs ..................................................................44
Setting up default e-mail options ............................................................45
Setting up the default language ..............................................................46
Setting up default message storage ........................................................47
Selecting default subscriber access options ............................................49
Setting up default transfer options ..........................................................54
Setting up default call screening, greeting and call routing ......................58
Setting up default one-key dialing ...........................................................62
CONTENTS ii
Setting up default message notification ..................................................64
Setting up default fax delivery notification options ...................................68
Setting up default live record options ......................................................71
Setting up default fax options .................................................................73
Enrolling subscribers ...............................................................................79
Adding subscribers .................................................................................80
Deleting subscriber information ...............................................................82
Assigning system manager status ...........................................................84
Setting up e-mail options for a subscriber ...............................................85
Assigning a language for a subscriber .....................................................86
Setting up message storage for a subscriber ...........................................87
Setting up transfer options for a subscriber .............................................88
Setting up call screening for a subscriber ................................................91
Setting up greetings for a subscriber .......................................................93
Setting up after greeting options for a subscriber ....................................94
Setting up one-key dialing for a subscriber ..............................................96
Setting up message notification for a subscriber .....................................97
Changing access options for a subscriber ............................................ 101
Setting up live record options for a subscriber ...................................... 105
Setting up fax options .......................................................................... 107
Enrolling a subscriber ........................................................................... 111
Adding guests ...................................................................................... 112
Training new subscribers ...................................................................... 114
CHAPTER 4: Operator setup ................................................................................................ 118
Operator setup overview ....................................................................... 119
Setting up the operator box system ID, name, or language ................... 120
Setting up call transfer ......................................................................... 121
Setting up greetings ............................................................................. 125
Setting up actions after greetings ......................................................... 127
Setting how messages are taken for the operator box ........................... 129
Deleting the messages in the operator box ........................................... 131
Assigning an operator box to a port ...................................................... 132
CONTENTS iii
CHAPTER 5: Routing boxes ................................................................................................. 133
Transaction box overview ..................................................................... 135
Adding a transaction box ..................................................................... 136
Setting a transaction box name, language or schedule ......................... 137
Setting call transfer for a transaction box ............................................. 138
Setting up greetings for a transaction box ............................................ 142
Setting the action after greeting for a transaction box ........................... 144
Setting how messages are taken for a transaction box ......................... 145
Setting up one-key dialing for a transaction box ................................... 147
Interview box overview ......................................................................... 148
Planning an interview ........................................................................... 149
Adding an interview box ....................................................................... 150
Recording interview box questions ....................................................... 151
Setting how messages are taken for an interview box ........................... 152
Public interview box overview ............................................................... 154
Language select box overview .............................................................. 155
Adding a language select box .............................................................. 157
Setting key mapping ............................................................................ 159
Voice detect box overview .................................................................... 161
Adding a voice detect box .................................................................... 162
Setting a voice detect box name, language or schedule ....................... 163
Setting call transfer for a voice detect box ............................................ 164
Setting up greetings for a voice detect box ........................................... 168
Setting the action after greeting for a voice detect box ......................... 170
Setting how messages are taken for a voice detect box ........................ 171
Setting a destination ID for speech or silence ....................................... 173
Setting up voice detect call holding ...................................................... 174
Setting up the public fax box ................................................................ 175
Fax boxes overview .............................................................................. 180
Setting up a fax box name or language ................................................ 181
Setting up fax options .......................................................................... 182
Setting up one-key dialing for a fax box ................................................ 185
Deleting a routing box .......................................................................... 186
Deleting the messages in a routing box ................................................ 187
CONTENTS iv
CHAPTER 6: Group maintenance ......................................................................................... 188
Groups overview .................................................................................. 189
Using the All Subscribers group ............................................................ 190
Creating and deleting message groups ................................................. 191
Changing the owner of an open message group ................................... 194
Renaming message groups created by phone ...................................... 195
Assigning dispatch distribution ............................................................. 196
Setting up outside caller group messaging ........................................... 197
Creating and changing local access groups .......................................... 198
Numeric directory assistance overview ................................................. 199
Directory groups ................................................................................... 200
Directory menus ................................................................................... 201
Creating directory groups or directory menus ........................................ 202
Deleting directory groups or directory menus ........................................ 205
CHAPTER 7: System maintenance ....................................................................................... 206
System configuration overview ............................................................. 207
Changing the default system language ................................................. 208
Allowing access to Mailbox Manager .................................................... 209
Setting up directory assistance ............................................................ 210
System schedule overview ................................................................... 213
Setting up schedules ........................................................................... 214
Setting up holidays .............................................................................. 218
Playing and rerecording voice prompts ................................................. 220
Setting up voice messaging ports ......................................................... 222
CHAPTER 8: Backing up the system .................................................................................... 223
Backing up the voice messaging software ............................................ 224
Restoring data from a backup .............................................................. 227
CONTENTS v
CHAPTER 9: Reports ........................................................................................................... 228
Using reports to monitor the system ..................................................... 229
Saving and storing data for reports ...................................................... 230
Evaluating voice messaging system usage ........................................... 231
Analyzing port usage ............................................................................ 234
Creating network reports ...................................................................... 236
Creating fax reports .............................................................................. 237
Creating directory reports .................................................................... 238
Creating call log reports ....................................................................... 247
Using the error log ............................................................................... 250
Creating hospitality reports .................................................................. 252
Using the hotel guests report ............................................................... 254
CHAPTER 10: Phone system integration ................................................................................ 255
Phone system setup overview .............................................................. 256
Phone system selection ....................................................................... 257
Setting integration options ................................................................... 258
Setting up identified subscriber messaging .......................................... 263
Setting an outdial access code and call transfer sequences ................. 265
Setting touchtone and incoming call options ........................................ 267
Setting dialout codes and special dialing characters ............................ 270
Activating general tone detection ......................................................... 272
Controlling message waiting indication ................................................. 273
Setting a barge-in code for live record .................................................. 276
Controlling the call holding message cycle ........................................... 278
Limiting the number of ports on hold .................................................... 280
Setting up voice detection .................................................................... 281
Enabling callers to send cut-through pages .......................................... 282
CONTENTS vi
CHAPTER 11: Hospitality ....................................................................................................... 285
Hospitality overview ............................................................................. 286
Resetting a hotel guest message box ................................................... 287
Accessing guest messages after checkout ............................................ 289
Setting up the hotel guest directory ...................................................... 290
Using overlapping room extension numbers ......................................... 292
Setting up wake-up calls ...................................................................... 294
Setting up check-in messages .............................................................. 298
Setting up the multilingual guest conversation feature .......................... 300
Allowing hotel guests to use passwords ............................................... 302
Retrieving hotel guest messages .......................................................... 304
Setting up informational messages ...................................................... 305
Using hotel guest IDs ........................................................................... 306
Restoring a mailbox ............................................................................. 308
Setting up hotel guest personal options ............................................... 309
Adding and deleting hotel guest rooms and messages ......................... 310
Setting guest names, voice name, language and message storage ....... 312
Deleting a hotel guests password ........................................................ 314
Changing guest options for a hotel guest ............................................. 315
Changing a hotel guests call transfer ................................................... 318
Guest greetings .................................................................................... 320
Message notification ............................................................................ 322
Converting a hotel guest to a subscriber ............................................... 325
Hotel information service ..................................................................... 326
Help option for an information service .................................................. 328
Direct call transfers .............................................................................. 329
Incorporate advertisers into an information service ............................... 330
Setting up remote recording for advertisers .......................................... 331
Keeping your information service current .............................................. 332
Index .................................................................................................................................... 333
CHAPTER 1: INTRODUCTION 1
CHAPTER 1: Introduction
Introduction to Repartee LX .............................................................2
Basic concepts...............................................................................3
System IDs.....................................................................................6
Logging on and logging off .............................................................10
Navigating the Web console...........................................................12
Recording voice fields or prompts...................................................16
Changing system information by phone...........................................18
Setting up system security.............................................................19
Following recommended security practices......................................23
Shutting down and restarting the system........................................24
Introduction to
Repartee LX
By storing all types of communications in one placea universal mail-
boxthe Repartee
LX voice messaging system simplifies the entire

messaging process. Repartee LX gives you the flexibility to manage
your voice, fax and e-mail messages from virtually any location. With
many different optional packages, Repartee LX can be customized for
almost any voice messaging application.
This chapter introduces basic system concepts, explains the role of the
system manager, describes how to log on and off of the system, and
shows you how to navigate the Web console.
Related documentation
The documentation set also includes the following books and online
resources:
Installation Guide: Contains instructions for installing and setting up
the voice messaging system.
System Conversation Guide (available as a PDF file only): Contains
tables of system conversation prompts and phrases.
User Guide (available as a PDF file only): Contains instructions for
subscribers about accessing the voice messaging system and checking
and sending messages.
Quick Reference card: Contains shortcuts and quick instructions for
subscribers on how to access and use the voice messaging system.
Online Help: Click to view help topics for the voice messaging sys-
tem screens.
Documentation updates: See the reseller section at
www.activevoice.com for documentation updates.
Basic concepts This section describes basic concepts about the voice messaging sys-
tem.
System users
There are three types of system users: subscribers, guests, and uniden-
tified callers.
Subscribers
A subscriber is an enrolled user of the voice messaging system. When
subscribers call the voice messaging system, they identify themselves
to the voice messaging system by entering a unique personal ID. Sub-
scribers can enter their personal ID themselves, or in some cases their
phone is programmed to provide the ID automatically.
Subscribers can set up their own mailboxes during the first-time
enrollment conversation, or they can be set up by the system manager.
A subscriber can own routing boxes, message groups, and guests.
Guests
Subscribers can provide a more personal interaction through the voice
messaging system for certain individuals, such as special clients.
These individuals can be enrolled as guests of a subscriber. When
guests call into the system and enter their personal ID, they can be
greeted by name, and can exchange regular or urgent messages with
their host subscriber. A guest is also made a member of a private mes-
sage group owned by the host subscriber. If you have a multilingual
system, you can specify the language a guest hears when calling into
the system.
Unidentified callers
An unidentified caller is a subscriber, guest, or nonsubscriber who
accesses the voice messaging system without entering a personal ID.
The unidentified caller has no system privileges and hears a different
system conversation than a caller who enters a personal ID.
BASIC CONCEPTS
The system conversation
The system conversation is the collection of prerecorded questions,
choices, and responses that the system plays to guide callers through
the voice messaging system. The normal subscriber system conversa-
tion offers four basic options each time a subscriber calls into the sys-
tem:
Check new messages
Leave messages
Review old messages
Change setup options
For each of these actions, subscribers hear a menu of options. Sub-
scribers enter the number associated with the option to perform a par-
ticular task.
The Web console
The Repartee LX Web console is the interface you use to perform most
administration tasks. It can be accessed from the Repartee LX server or
from a desktop computer that is connected to the same network as the
Repartee LX server.
Depending on your systems features, the voice messaging system con-
sists of some or all of the links listed below. Each link contains one or
more pages of information.
Main Menu
Subscribers
Call Management
Groups
Hotel Guest
Reports
Network
System
Port Status
Server Control
BASIC CONCEPTS
Transaction boxes
Transaction boxes are the building blocks of the voice messaging sys-
tem. A transaction box is a set of instructions that tells the system what
to do when a call reaches that transaction box. Transaction boxes can
be simple or complex. You can use transaction boxes to route callers to
different departments, or to provide morning, afternoon, and evening
greetings. You can also use transaction boxes to play detailed audio
text messages, route callers to other submenus, or route callers to
interview boxes.
The transfer-greeting-action structure
The call transfer-greeting-action structure tells the system what to do
if a call is not answered. Throughout the system, whether for individ-
ual mailboxes or complex transaction boxes, you specify the transfer-
greeting-action options. When a call enters the voice messaging sys-
tem, the system first tries to transfer the call. If the call is unanswered,
or if call transfer is turned off, the system plays the greeting specified
on the Greetings page. The settings in the Action page of the box deter-
mine what happens next. For example, the system might route the call
to the operator, take a message, or route the call to another box.
Transfer-greeting-action structure
A call reaches a box
Transfer
Greeting
Action
The system tries to
transfer to an exten-
sion
it plays the greeting
for the box
and if no touchtone
keys are pressed, the
system performs an
action, such as routing
the caller to the public
interview box.
System IDs A system ID is a unique number that the voice messaging system uses
to identify a subscriber, guest, transaction box, voice detect box, or
interview box. System IDs are generally numbers that callers dial to
access subscriber extensions and mailboxes, and are used to link
boxes for advanced call routing and audio text. Therefore, no two
items can have the same system ID.
Before assigning system IDs:
Estimate what kind and how many system IDs you need.
Design a simple, easy-to-use system ID numbering plan and use it
consistently. All system IDs should contain the same number of
digits.
Assign system IDs according to numbers rather than letters. If
assigned by letter, both SANDY and RANDY, for example, would
have 72639 as their system ID number. And, because no two items
have the same system ID, the voice messaging system cannot dis-
tinguish between the two items.
The number of system IDs you require determines how many digits
your IDs must have. The table below shows you how many unique IDs
are available for a particular numbering plan. Be sure to allow ranges
of unused system IDs for future system expansion, including new sub-
scribers, transaction boxes, interview boxes, and subscribers guest.
Determining the number of unique IDs for an ID numbering plan
How the system listens for system IDs
The system listens for system IDs on a digit-by-digit basis. When a
caller enters an ID, the system examines the first digit to see if it is a
valid system ID. If not, the system listens to the second digit and
Number of digits in each ID
Number of unique IDs
(assumes operator box ID is 0)
1 9
2 90
3 900
4 9,000
5 90,000
6 900,000
7 9,000,000
8 90,000,000
9 900,000,000
10 9,000,000,000
SYSTEM IDS
checks to see if that combination is a valid ID. This process is repeated
for every digit until a match is found or there are no more digits to
check.
This method of listening for system IDs provides a quick response
because the system goes directly to the first available match. However,
this means that you cannot have a long ID that begins with digits that
match a shorter ID. For example, you cannot have both 234 and 2345
as system IDs. The easiest way to avoid this situation by having all sys-
tem IDs contain the same number of digits.
NOTE: A security code is not a system ID. A security code is created by
the subscriber, is known only to the subscriber, and is used in conjunc-
tion with the personal ID to enhance the security of the voice messaging
system.
The following table shows the different types of system IDs used by the
voice messaging system.
ID Identifies How used
Personal ID Subscriber or guest Identifies the caller to the system and allows sub-
scribers to listen to messages, leave two-way mes-
sages for others, and change their setup options.
Guests use the personal ID to exchange two-way
messages with their hosts. The personal ID is usu-
ally created by adding at least one extra digit (for
example, 9) to the front of each individuals exten-
sion ID.
Extension ID A subscribers mailbox Callers enter the extension to reach a subscriber.
The extension ID usually matches the phone exten-
sion number, but if two subscribers share the same
physical phone extension, they will have two differ-
ent extension IDs.
Box ID Transaction boxes
Interview boxes
Voice detect boxes
Operator boxes
Fax boxes
Callers press these IDs to reach a particular box. Box
IDs are also used for automatic routing of calls and
in one-key dialing menus.
Fax ID Public fax box Calls are routed to this box by entering the public
fax box ID.
SYSTEM IDS
Directory ID Directory menus and
directory groups
Callers using numeric directory assistance enter the
directory ID to access a department or individual.
Directory IDs are also used to automatically route
calls.
Numbered group ID Message group Subscribers use this ID to send a message to a num-
bered message group.
Automatic directory ID Automatic (alphabetic)
directory assistance
When the automatic directory ID is stated in the
opening greeting, callers can use it to reach the sys-
tems directory of subscribers.
ID Identifies How used
SYSTEM IDS
Internal IDs
There may be occasions when you want to prevent callers from dialing
a system ID directly. You can make an ID internal, or hidden, by using
a $ (dollar sign) as the first character of the ID. The $ (dollar sign) can-
not be entered from a phone.
The most common use of an internal ID is for routing callers to voice
detect boxes, transaction boxes, or interview boxes. For example, the
system comes with a public interview box that has the system ID $PM.
The $ prevents callers from entering the public interview box directly,
but they can be routed to it automatically when the operator is not
available.
Default system IDs
The voice messaging system comes with certain default system IDs. If
you decide to change any of these, you must enter the new ID in all the
fields where the old ID appears. The table lists all default system IDs
and the pages where they are found.
Default system ID Used by Location
OPEN Opening box Call Management> Opening Boxes
0 (zero) System operator Call Management> Operator Box
9696 Default system manager Sandy Sim-
mons, extension ID
Subscribers> Subscribers
$SANDY Default system manager Sandy Sim-
mons, personal ID
Subscribers> Subscribers
9555 Guest of Sandy Simmons, Les Larson,
personal ID
Subscribers> Guest
555 Automatic (alphabetic) directory
assistance
System> Configuration> System Set-
tings
411 Department box Call Management> Transaction
Boxes
700 Sales box Call Management> Transaction
Boxes
800 Technical support box Call Management> Transaction
Boxes
$FAXBOX Public fax box Call Management> Fax Boxes> Public
Fax Box
$PM Public interview box Call Management> Interview Boxes
$VOICE Voice detect box Call Management> Voice detect
Boxes
Logging on and
logging off
The voice messaging system requires that you log on to the system as a
system manager before you change any system settings. You may also
need to log on to the operating system. Many of the procedures in this
guide assume that you have already logged on to the system.
If the voice messaging system has been shut down, restart it, then per-
form the following procedures to log on.
To log on to the operating system
1 If the voice messaging computer is shut down, restart it.
2 In the User field, type root.
3 In the Password field, type the password. The default password
is voicemail.
NOTE: The system does not display any asterisks or other indica-
tors as you type the password.
4 Click OK.
To log on to the voice messaging system
1 On the Linux desktop, open the Web console.
To open the Web console on the voice server, click the Web icon
on the Linux desktop.
To open the Web console from another workstation in the same
network as the voice server, open a Web browser, select File>
Open, enter the IP address of the voice server, then press
ENTER.
2 In the User field, type a system manager ID.
If this is a new system, type $SANDY.
If this is an existing system, type your personal ID.
3 In the Password field, type the appropriate security code.
If this is a new system, leave the Password field blank.
If this is an existing system, type your personal ID.
4 Click Login.
LOGGING ON AND LOGGING OFF
To log off of the voice messaging system
Click Logoff at the top right of any screen.
To log off of the operating system
Right-click anywhere on the desktop, then select Exit> Logout.
Navigating the Web
console
The Repartee LX Web console is the interface you use to perform most
administration tasks. It can be accessed directly from the Repartee LX
server, or from a networked computer.
Main menu
You will see the Main menu when you first log on to the voice messag-
ing system.
On the left side of each system screen is a navigation pane that con-
tains links to the Web console pages. Each link in the navigation pane
contains one or more pages with related fields. To move to a page, click
the link in the navigation pane. Some links contain multiple pages of
related settings.
Subscribers Use these pages to configure settings for individual sub-
scribers and guests, and to create subscriber templates. Settings
include schedules, passwords, account permissions, phone greet-
ings, call processing and transfer options.
Navigation pane
NAVIGATING THE WEB CONSOLE
Call Management Use these pages to specify how Repartee answers,
routes, transfers, and records calls. Settings include call handling
settings for the operator, opening greeting, any routing applica-
tions and menus, languages, and voice detect applications.
Groups Use these pages to configure or create message groups.
Hotel Guests Use these pages to configure settings for hotel guests. Set-
tings include greetings, passwords, wake-up calls, call handling,
and message waiting notification.
NOTE: The hotel guest pages are only available if the optional hos-
pitality package is installed.
Reports Use these pages to generate reports of subscriber-based or
system-based information, including message activity, message
groups, phone sign-ins, disk storage, administration access, port
usage, software information, and fax activity.
Network Use these pages to add and view locations within a voice mes-
saging network.
NOTE: The network pages are only available if the optional net-
working package is installed.
System Use these pages to set general information about the voice
messaging system, such as site contact information, message
storage and playback settings, system prompts, schedules, port
settings, and phone system integration.
Port Status This page displays the current activity and status of each
port or incoming phone line.
Server Control Use this page to start, stop, or restart the voice messag-
ing software.
Administration pages
Many pages in the Web console are divided into three areas.
The navigation pane, located on the left side of the console, links
to other pages.
The page, where Repartee data is entered and displayed.
The name of the record.
Many pages in the Web console contain one or more command icons
at the top. These perform the following functions:
Save changes.
Search for items of the type you are currently viewing.
Add items of the type you are currently viewing.
Delete items of the type you are currently viewing.
Name of record
Navigation pane
Page
Command icons
Click to return to
Main Menu
View the previous record.
View the next record.
Read the help topic for this page.
Turn on field-specific help links. To view the help for any field,
click the ? next to the field.
Recording voice
fields or prompts
At the Web console you can record voice fields or prompts. Voice fields
contain names, greetings, or introductions. Voice fields display the
number of minutes and seconds the recording lasts (for example,
00:14). Prompts tell callers what action to take as they use the system.
The system connects prompts with recorded names and greetings to
create the system conversation.
You can use a computer or a phone to play or record names, greetings,
or prompts. To play or record using a computer, you need to install the
Java Runtime Environment software available via the Internet. To use a
phone, you are asked for the extension number of a phone near the
Web console.
See Playing and rerecording voice prompts, on page 220 for details
about prompts.
To play a recording at the Web console
1 Go to the page containing the voice field for the name, greeting, or
prompt. Names and greetings are stored in voice fields through-
out the system. Prompts are stored on System> Voice prompts.
2 Click the voice field. The system displays the Media Player win-
dow.
3 If necessary, click , then set whether to use the computer
speaker and microphone, or a phone for playback.
4 To play the recording, click .
5 When you are finished, close the Media Player window.
To record at the Web console
1 Go to the page containing the voice field for the name, greeting, or
prompt. Names and greetings are stored in voice fields through-
out the system. Prompts are stored on System> Voice prompts.
2 Click the voice field. The system displays the Media Player win-
dow.
3 If necessary, click , then set whether to use the computer
speaker and microphone, or a phone for recording.
RECORDING VOICE FIELDS OR PROMPTS
4 To record, click .
Phone: If asked, enter the extension number, answer the phone,
then speak into the handset.
Computer: Speak into the microphone.
5 When you are finished recording, click
6 If necessary, replace the handset.
Changing system
information by
phone
A system manager can change most system information on the Web
console. A system manager can also change mailboxes, greetings,
schedules, and operator settings by phone with the system manager
conversation.
To hear the system manager conversation, call the system, then log on
with your personal ID and security code. After you log on, you can
check or leave messages, change your setup options, or access the sys-
tem manager options.
The system manager conversation consists of five questions or menu
options, shown in the table below. Each question has a shortcut key,
shown in parentheses next to the question. To skip to that set of
options immediately, press the shortcut key during the system man-
ager conversation.
Menu option Meaning
Would you like to change a mailbox?
( 4 )
Add a new mailbox, determine whether a mailbox has a security
code, delete security codes, or delete a mailbox. If you delete a
mailbox, all of the transaction boxes, guests, private groups,
interview boxes, and messages owned by that mailbox are also
deleted.
Would you like to change the open-
ing greetings? (5)
Switch to or from alternate mode, or change the day, night, or
alternate greetings of opening greeting boxes.
Would you like to change the system
schedule? (6)
Change the system clock and date settings, or change schedule
#1.
Would you like to hear system infor-
mation? (7)
Hear information about the software version you are using; the
system key serial number; the available recording time; the sys-
tem time, date, and mode; the number of active voice messaging
ports; and the driver and firmware versions.
Would you like to change the opera-
tor settings? (8)
Assign the extension that the operators mailbox or the public fax
box is transferred to. Also, you can choose to have the public fax
box ask for voice annotation, or have a public message left when
a fax arrives.
Setting up system
security
To protect the system from unauthorized access, it is recommended
that you complete these procedures immediately after you login to the
system for the first time.
WARNING! Failure to complete these procedures may result in unau-
thorized access to the system and consequent loss of data.
Change the personal ID for the default system manager. Typically, per-
sonal IDs are assigned according to a pattern (for example, 9 fol-
lowed by the extension number). Choose a new personal ID for
the default system manager that would be difficult for others to
guess. To prevent anyone from accessing the system managers
mailbox by phone, begin the personal ID with a special character
that is not available on the phone keypad. For example, use
$sandy.
For any system manager personal ID accessible by phone, set a security
code. If a system manager personal ID can be entered by phone, set
a security code that would be difficult for others to guess. The
security code should be a random sequence of 4 or more digits.
This precaution is important to prevent unauthorized persons
from guessing the security code, then modifying mailboxes and
greetings by phone.
Set a default security code, and require that subscribers use their own
security code. When used with a personal ID, a security code pro-
vides additional protection for a mailbox. A security code is set by
phone, and is known only by the subscriber. When you set a
default security code, the system requires subscribers to enter the
code to enroll themselves on the system. You can also require that
subscribers set their own code during the enrollment conversa-
tion. This precaution helps ensure that unauthorized persons
cannot access unused mailboxes before enrollment, and prevents
subscribers from enrolling without setting a security code.
Limit the number of times a caller can enter an invalid system ID. This set-
ting prevents unidentified callers from accessing the system and
trying to guess a valid system ID. You can also set the action the
voice messaging system takes when a caller exceeds the number
of misdials allowed.
SETTING UP SYSTEM SECURITY
To change the personal ID for the default system manager
1 Go to Subscribers> Subscriber> Profile, then click the Find icon.
2 In the Find and Select Subscriber dialog box, select Find by Name.
3 Type * (asterisk) in the text box, then click Find.
4 Click the default system manager name.
5 In the Personal ID field type a new personal ID.
6 Click the icon to save.
To set a security code for a system manager with phone access
1 Call the system and enter the system manager personal ID.
2 Press 7 access setup options.
3 Press 7 to access personal options.
4 Press 4 to change the security code.
5 Follow the instructions to change the code.
6 Press * * *(three asterisks) to exit the system, then replace the
phone handset.
To set up a default security code
1 Go to Subscribers> Account Policy> Security Settings.
2 To require subscribers to set a security code, clear Permit blank
password.
3 To require a minimum number of characters in a security code,
select Minimum number of characters in password, then enter
the number in the text box.
4 In the Default password for each new subscriber field, type a
different code. The code must be 3 to 10 digits in length.
SETTING UP SYSTEM SECURITY
To limit the number of times a caller can enter an invalid system ID
1 Go to System> Configuration> General.
2 In the Maximum number of attempts to enter a personal ID
field, set the maximum number of times a caller can enter an
invalid system ID.
3 In the Maximum security code/password attempt field, set the
maximum number of times a subscriber can incorrectly enter a
security code before having to re-enter a valid system ID.
4 In the Callers entering a bad ID will be routed to field, type the
system ID a caller is transferred to when the caller enters the
maximum number of invalid IDs.
Following
recommended
security practices
In addition to performing the procedures described in Setting up sys-
tem security on page 19, follow these security recommendations on
an ongoing basis.
WARNING! Failure to follow these recommendations may result in
unauthorized access to the system and consequent loss of data.
Limit the number of system managers added to the system. System man-
agers can change the system in many important ways. Only assign
system manager status to subscribers who need it to perform sys-
tem management tasks.
Delete any unused mailboxes on the system. When you add a range of
mailboxes, add only the number of boxes you need. Immediately
reassign or delete subscribers mailboxes when they leave the
organization. This precaution is particularly important if a sub-
scriber is a system manager.
Create subscriber directory reports regularly. Check for any unused mail-
boxes, and delete them as necessary. Verify that the correct sub-
scribers are assigned system manager status. Delete any unknown
subscribers.
Create system usage and system log reports regularly. System usage and
system log reports show patterns of voice messaging system activ-
ity. Check the reports for unusual activity, particularly during late
night or early morning hours. Check for calls that are unusually
long in duration. Check the reports for activity by any system IDs
you do not recognize.
Train subscribers about the importance of following recommended security
practices. Train subscribers to avoid security codes that match their
birthday, childs name, or social security number. Train subscrib-
ers not to program a speed-dial key with their security code. Train
subscribers not to write down their security code or share the
code with others. Distribute your organizations security policies
in writing to all employees.
Shutting down and
restarting the
system
Some procedures require that you shut down and restart the voice
messaging software. You can choose to shut down each port after the
current call is finished, or shut down the system immediately, discon-
necting all calls in progress. When the voice messaging software is shut
down, the system is unable to answer or place calls.
You can shut down and restart the voice messaging software from any
networked computer using the Web console, the text console, or the
command prompt.
If the voice messaging software does not restart properly, or if the sys-
tem is behaving erratically, you may also need to shut down and
restart Windows.
You can shut down the Linux operating system using the graphical
interface only when you are at the voice server. You can shut down the
operating system by using the command prompt either at the voice
server or at a different computer.
To shut down or restart the voice messaging software at the Web
console
1 Log on to the Web console, then go to Server Control.
2 Click Start to restart Repartee LX, or Stop to shut down the
software.
To shut down the voice messaging software using the text console
1 At the Banner screen, press CTRL-X.
2 Type y to confirm that you want to shut down the voice messag-
ing software and to disconnect all lines.
3 Type a system manager ID and security code, then press ENTER.
The system shuts down each port as it becomes available, then
shuts down the software.
NOTE: The voice messaging software may take more than 30 sec-
onds to shut down completely.
SHUTTING DOWN AND RESTARTING THE SYSTEM
To shut down or restart the voice messaging software at the command
prompt
At the command prompt, type one of the following:
To stop the voice messaging software, type service vmail
stop.
To start the voice messaging software, type service vmail
start.
To restart the voice messaging software, type service
vmail restart.
To shut down the voice messaging software at the voice server
1 On the Linux desktop, click the Status icon.
2 When asked to confirm that you want to stop voice mail, click
Yes. The system shuts down each port as it becomes available,
then shuts down the software. The Status icon will change from
green to yellow while the software is shutting down.
onds to completely shut down.
WARNING! Clicking the Shutdown icon multiple times can cause
the system to lock up. Wait a few seconds for the Status icon to
change.
3 When the voice messaging software has completely shut down,
the Status icon turns red.
To restart the voice messaging software at the voice server
1 On the Linux desktop, click the Status icon.
2 When asked to confirm that you want to start voice mail, click
Yes. The Status icon will change from red to yellow while the
software is restarting.
onds to start.
WARNING! Clicking the Startup icon multiple times can cause the
system to lock up. Wait 60 seconds for the Status icon to change.
SHUTTING DOWN AND RESTARTING THE SYSTEM
When the voice messaging software is running, the Status icon turns
green.
To shut down or restart the Linux operating system at the command
prompt
1 Shut down the voice messaging software.
2 Connect to the voice messaging system through SSH using a cli-
ent of your choice, or log in to a local console.
3 Type poweroff to shut down or reboot to restart the
Linux operating system, then press ENTER.
NOTE: The voice messaging system should restart automatically
after the computer is restarted. If the voice messaging system does
not restart, on the Web console, go to Server Control, then click
Start.
CHAPTER 2: OPENING GREETING 27
CHAPTER 2: Opening greeting
Opening greeting overview .............................................................28
Adding an opening greeting box......................................................29
Changing the opening greeting setup..............................................30
Setting up greetings......................................................................32
Setting up actions after greetings...................................................34
Routing callers with one-key dialing ................................................35
Routing callers to a language select box.........................................37
Adding multiple opening greeting boxes ..........................................39
Setting up directory assistance options ..........................................40
Opening greeting
overview
An opening greeting is the greeting the system plays for callers, and is
the first thing callers hear when they call your organization. The sys-
tem has a default opening greeting that lets the system function
immediately. However, most organizations change the default greeting
to meet their unique needs.
An opening greeting is stored in an opening box. An opening box is a
type of routing box. An opening box can store up to three greetings: a
day greeting, a night greeting, and an alternate greeting. Only a system
manager can record these greetings or switch between them by phone.
A system manager can record opening greetings at the Web console.
Most systems use only one opening greeting, but you can add more
opening greetings for special purposes. For example, you can set up
different call routing for sales inquiries, requests for directions, or for
each language. Or, the system can answer ports with different opening
greetings. Then, some ports can answer with a greeting for one busi-
ness or language, and the remaining ports for another business or lan-
guage.
Systems with more than one language can route callers from an open-
ing box to a language select box, where callers choose their language.
On a multilingual system, you also define the systemID callers reach
when the conversation starts again, such as after recording a message.
Adding an opening
greeting box
Most organizations use only one opening greeting box, but the system
supports multiple opening greeting boxes. For example, you can cre-
ate an opening greeting box to answer specific ports that you desig-
nate. Multiple opening greeting boxes are useful if two businesses
share the same voice messaging system or if the system has more than
one language. The system can answer some ports with a greeting for
one business or in one language, and the remaining ports with a greet-
ing for the other business or in a different language.
To add an opening box
1 Go to Call Management> Opening Boxes. The Opening Box> Pro-
file page will be displayed.
2 Click the icon. The Add Opening Boxes dialog box will be dis-
played.
3 Provide a name and ID for the opening box in the appropriate
fields, then click Add.
Changing the
opening greeting
setup
The voice messaging system has a default setup for the opening greet-
ing box. While this setup lets the system function immediately, you
may wish to change the setup to better meet the needs of your organi-
zation.
You can have different greetings for day and night mode. For example,
you can route daytime callers to the operator and ask night callers to
leave a message.
Steps for changing the default opening greeting setup
1 Change the greetings. Record a name for the box and record the
day, night, and alternate greetings.
2 Set up actions after greetings. Specify how the voice messaging
system responds when a caller does not press a touchtone key
during the greeting.
3 Route callers with one-key dialing, if desired.
4 If the system has more than one language, and uses language
select boxes, set the Restart IDs.
5 Test the opening greeting box. Call each port and confirm that the
boxes are set up to answer calls the way you want.
To change the opening box name and system ID
1 Go to Call Management> Opening Boxes. The Opening Box> Pro-
file page will be displayed. Click the Find icon , then select the
desired opening box.
2 In the Name field, type a new name for the box.
3 In the System ID field, type a new system ID for the box.
NOTE: If you change the opening box system ID from the default ID, you
must enter the new ID in all fields where this ID is referenced.
CHANGING THE OPENING GREETING SETUP

Name Accepts the name of the opening greeting box.
System ID Accepts the system ID for the opening greeting box.
Restart IDs Controls how the voice messaging system restarts callers at
a box that has recordings in the callers language choice. Use this
field only with voice messaging systems that have language select
boxes. If the voice messaging system uses only one language,
leave this field blank.
Language A two-letter code for the language
System ID The system ID where the caller is routed.
For example type SP and $SPANISH to route the call to the
transaction box $SPANISH containing the Spanish greeting.
Setting up
greetings
You can change the opening greeting by simply recording over the
default greeting. You may want to change the greeting to announce
upcoming sales, changes in business hours, seasonal products, or to
customize the opening greeting box to give your callers additional
options.
You can have different greetings for day and night mode. You can also
record an alternate greeting for special circumstances. For example, if
you are unable to open your business due to a snowstorm, the system
manager can turn on the alternate greeting. The system manager can
also update (record) the alternate greeting to reflect the special cir-
cumstance.
The voice fields in the Greetings page of the Opening Box page display
how many seconds the greetings last. If a field contains 0:00, then no
greeting has been recorded, and the system skips directly to the after-
greeting action.
To set up a greeting
1 Go to Call Management> Opening Boxes.
2 Press the Find icon , then select the desired opening box either
by name, or by system ID.
3 Click the button next to Voice name to record a name for the
box.
4 Next, click the Greetings link in the navigation page, to display the
Greetings page.
5 Click the first button next to Day/Night greeting and record a
day greeting.
6 Click the second button next to Day/Night greeting and record a
night greeting.
7 Click the button next to Alternate greeting and record an alter-
nate greeting.
8 Select the desired option in the Active greeting group.
SETTING UP GREETINGS

Day/Night greeting Enables the day and night greetings for the opening
greeting box. If the first button contains 0:00, no Day greeting has
been recorded. If the second button contains 0:00, no Night greet-
ing has been recorded. Once the greeting has been played, the
voice messaging system performs the action specified under After
day greeting or After night greeting.
Alternate greeting Enables the alternate greeting for the opening greet-
ing box. If the button contains 0:00, no greeting has been
recorded.
Active greeting Two options determine the greeting when the voice
messaging system answers calls:
Day/Night greeting Makes the standard day and night greeting
active.
Alternate greeting Makes the alternate greeting active. When the
alternate greeting is active, it is used in both day and night
modes.
Setting up actions
after greetings
If the caller does not press any touchtone keys during the opening
greeting, the system takes the action specified in the After Day Greet-
ing or After Night Greeting group of options.
To set up actions after greetings
1 Go to Call Management> Opening Boxes. Click the Find icon ,
then select the desired opening box. The Profile page for the
selected box will be displayed.
2 Click the Greetings link in the navigation pane. This will display
the Greetings page for this box.
3 Select the desired action in After Day Greeting and After Night
Greeting groups of options.
4 If you selected Take a message for group, type the system ID for
a group or click Search to see a list with the systems groups,
then select a group.
5 If you selected Route to, type the system ID that you want to
route the call to.
If you want to send the call to the public interview box, type $PM.
After Day Greeting A group of options that specify the action the voice
messaging system performs after playing the greeting during the
day schedule.
Route to operator Routes the caller to the operator box.
Route to Routes the caller to another system ID. If you choose this
option, you must enter an ID in the field immediately to the
right.
Hang up Disconnects without saying good-bye.
Say bye Plays a prompt asking whether the caller needs further
assistance, pauses, says good-bye, and then disconnects.
Restart Returns the caller to the opening greeting box.
After Night Greeting A group of options that specify the action the voice
messaging system performs after playing the greeting during the
night schedule.
SETTING UP ACTIONS AFTER GREETINGS
Routing callers with one-key dialing
One-key dialing lets callers go to a particular location within the voice
messaging system by pressing one key. For example, you can quickly
route callers from the opening greeting box to directory assistance,
subscribers extensions, transaction boxes, voice detect boxes, lan-
guage select boxes, or interview boxes.
When a caller presses a key that has a one-key dialing option pro-
grammed, the voice messaging system will immediately act on that
key. In the event that the one-key dialing conflicts with an extension
ID, you can specify an amount of time (in seconds) for the system to
pause and wait for the caller to enter additional digits.
To route callers with one-key dialing
1 Go to Call Management> Opening Boxes, then select the desired
opening box.
2 If necessary, rerecord the opening greeting message so that it
describes the one-key dialing choices.
3 Go to Call Management> Opening Boxes> One-Key Dialing. Type
the system IDs that you want to route callers to (or click Search
to see a list of available choices), then click the icon to save
after each key assignment.
4 In the One-key delay field type 1 or 2 then click the icon
to save. This field creates a 1- or 2-second pause that lets callers
bypass the one-key dialing options and enter system IDs.
5 Go to Call Management> Opening Boxes> Greetings, and in the
groups After Day Greeting and After Night Greeting specify the
action to take when a caller does not press any key. Click the
icon to save.
For most situations, it is recommended that you select the Route
to operator action. This transfers the call to the operator when
the caller presses an incorrect key, or does not press any key. This
also transfers callers without touchtone phones to the operator.
One-key dialing Accepts a system ID to route callers to when they enter
a digit. The voice messaging system listens for one-key dialing
entries during the greeting and during the good-bye prompt.
One-key delay Accepts the number of seconds that the voice messaging
system waits for callers to enter additional digits before acting on
the key press. This allows callers to enter a complete system ID to
bypass the one-key dialing menu.
Routing callers to
a language select
box
After adding a language select box, you can route callers from the
opening greeting box to the language select box, so that callers can
select the language they want to hear. Use the first procedure below,
To route callers to a language select box.
In addition, it is important to set correct values for the Restart IDs
fields. These fields let you specify how the system restarts calls for each
language offered. Otherwise, an outside caller may reach a language
select box more than once during a call and be asked to choose a lan-
guage again.
The Restart IDs fields can be set to any valid system ID, including
IDs for a transaction box, interview box, voice detect box, directory
menu or group, automatic directory assistance, or an operator. Use the
second procedure below, To set up a restart ID for a language, only
when you use language select boxes.
To route callers to a language select box
opening box.
2 Click the Greetings link in the navigation pane to display the
Greetings page.
3 In the After Day Greeting group of options, select Route to.
4 In the adjacent text box, type the system ID for the desired lan-
guage select box (or click Search to see a list of available
choices).
6 Repeat steps 2, 3 and 4 for the After Night Greeting group of
options.
ROUTING CALLERS TO A LANGUAGE SELECT BOX
To set up a restart ID for a language
1 Decide where you want to restart callers. Depending on what you
want, you may need to perform one or more of the following
actions:
Add a transaction box, interview box, or voice detect box. Cus-
tomize the Transfer, Greeting, and Action pages of the box to
route callers in the manner you want.
Prevent callers from accessing the restart point directly by typ-
ing $ (dollar sign) at the start of the boxs system ID.
Record the greeting in the language you want.
opening box.
3 In the Language group, type the language code (for example, type
DE for German).
4 In the corresponding System ID field, type the system ID of the
box that you set up in step 1, then click the icon to save.
5 Repeat steps 1 through 4 for the other languages in your voice
messaging system.
6 Scroll through the subscribers and transaction box pages in the
voice messaging system. Identify the ones with call transfer
turned on. For these boxes, confirm that Await Answer is set up
as the call transfer type.
Adding multiple
opening greeting
boxes
Most organizations use only one opening greeting box, but the system
supports multiple opening greeting boxes. For example, you can cre-
ate an opening greeting box to answer specific ports that you desig-
nate. Multiple opening greeting boxes are useful if two businesses
share the same voice messaging system or if the system has more than
one language. The system can answer some ports with a greeting for
one business or in one language, and the remaining ports with a greet-
ing for the other business or in a different language.
To add opening greeting boxes
1 Go to Call Management> Opening Boxes> Profile.
2 Click the icon. The Add Opening Boxes dialog box will be dis-
played.
3 Type a name and ID for the box in the appropriate field, then click
Add.
4 Click the Greetings link in the navigation pane to display the
Greetings page.
5 Set up the After Day Greeting and After Night Greeting actions.
6 Go to System> Ports and select the Open line ID field for the
port that you want to assign the new opening greeting box to. In
this field, type the system ID for the new opening greeting box,
then click the icon to save.
NOTE: You can assign the same box to more than one port.
Setting up
directory
assistance options
Dialing options in the opening greeting box let callers use either auto-
matic (alphabetic) or numeric directory assistance.
This procedure assumes that you have already set up numeric direc-
tory assistance and that you are not currently using the one-key dial-
ing options in the opening greeting box.
To set up the system to offer callers automatic directory assistance
1 Go to Call Management> Opening Boxes> One-Key Dialing.
2 In the first One-key dialing field, type the system ID for auto-
matic directory assistance, then click the icon to save.
NOTE: To look up this system ID, go to System> Configuration>
System Settings. The System Settings menu will be displayed and
the first item is the System ID for alphabetic (automatic) directory
assistance.
3 In the next One key dialing field, type the system ID for the main
directory menu, then click the icon to save.
4 Rerecord the opening greeting to tell callers about their new one-
key dialing options.
One-key dialing Accepts a system ID where callers are routed when they
enter a digit. The voice messaging system listens for one-key dial-
ing entries during the greeting and during the good-bye prompt.
SETTING UP DIRECTORY ASSISTANCE OPTIONS
One-key delay Accepts the number of seconds the voice messaging sys-
tem waits for callers to enter additional digits before acting on the
key press. This allows callers to enter a complete system ID to
bypass the one-key dialing menu.
CHAPTER 3: SUBSCRIBER MAINTENANCE 42
CHAPTER 3: Subscriber maintenance
Default subscriber overview...........................................................43
Creating default personal IDs.........................................................44
Setting up default e-mail options....................................................45
Setting up the default language .....................................................46
Setting up default message storage ...............................................47
Selecting default subscriber access options ...................................49
Setting up default transfer options .................................................54
Setting up default call screening, greeting and call routing ...............58
Setting up default one-key dialing...................................................62
Setting up default message notification..........................................64
Setting up default live record options .............................................71
Setting up default fax options ........................................................73
Enrolling subscribers.....................................................................79
Adding subscribers........................................................................80
Deleting subscriber information......................................................82
Assigning system manager status..................................................84
Setting up e-mail options for a subscriber .......................................85
Assigning a language for a subscriber.............................................86
Setting up message storage for a subscriber ..................................87
Setting up transfer options for a subscriber ....................................88
Setting up call screening for a subscriber .......................................91
Setting up greetings for a subscriber ..............................................93
Setting up one-key dialing for a subscriber ......................................96
Setting up message notification for a subscriber .............................97
Changing access options for a subscriber .....................................101
Setting up live record options for a subscriber...............................105
Enrolling a subscriber..................................................................111
Adding guests.............................................................................112
Training new subscribers .............................................................114
Default subscriber
overview
After the Repartee LX voice messaging system (VMS) is installed, use
the subscriber template to specify the default (standard) settings for
all new subscribers. Before adding subscribers, set the fields on this
page to the values you expect to use for most new subscribers. Newly
added subscribers will automatically be set up according to the
options selected in the subscriber template. The settings for individual
subscribers can be modified if necessary, but setting default options
for the majority of subscribers will save time and help ensure consis-
tency. Changes you make to the subscriber template default options
affect only new subscribers added after the change was made.
Subscriber template pages are similar to the Subscriber pages, where
individual subscriber settings can be viewed or modified. The different
uses of these two types of pages are discussed in detail in this chapter.
The subscriber template is divided into nine categories.
Profile Contains basic information about the subscriber, default per-
sonal ID, and language. It also shows message holding and
archiving settings.
Access Options Contains options to specify how the subscriber inter-
acts with the voice messaging system.
Call Transfer Contains options to specify how calls to the subscriber are
transferred.
Greetings Contains options to specify the active greeting, and how
calls are routed after a greeting.
One-Key Dialing Specifies one-key dialing options available to callers
during subscriber greetings.
Messages Contains options to specify how calls and messages will be
managed and also enable the setup message indication.
Notification Contains options to specify how a subscriber is notified of
messages and how messages are delivered.
Live Record When enabled, specifies how a subscriber can record
phone conversations.
Fax When enabled, specifies personal fax boxes for each subscriber.
The Subscriber pages include the same pages as the subscriber tem-
plate, and provide several additional options that apply only to indi-
vidual subscribers.
Creating default
personal IDs
The personal ID is a unique number that the voice messaging system
uses to identify subscribers. The personal ID lets subscribers listen to
messages, leave two-way messages for others, and change their setup
options.
In the subscriber template you can set up a default convention for
assigning personal IDs to subscribers. The most common convention
is a numbering scheme that bases subscribers personal ID numbers
on their phone extension ID numbers.
For example, you can type a prefix digit (such as 9) and x. The x
stands for the subscribers extension and causes the system to use the
ID entered in the Extension ID field on the subscribers Profile. For
example, if you type 9x in the Personal ID field, then a new sub-
scriber with the extension 123 is automatically assigned the per-
sonal ID 9123.
To create the default personal ID
1 Go to Subscriber Template> Profile.
2 In the Personal ID field, enter a 1- or 2- digit number followed
by X.
Personal ID Specifies a default numbering scheme to be used for per-
sonal IDs. You can assign IDs based on the subscribers extension
ID. To do this, type the prefix for the IDs, followed by x for the sub-
scribers extension ID. For example, type 9x.
Setting up default
e-mail options
Use the Subscribers Template> Profile page to give subscribers e-mail
access. Setting up e-mail options requires that the system is licensed
for e-mail integration, and that the integration setup steps were com-
pleted during installation. See the Installation Guide for details.
Subscribers can be notified about new e-mail messages through the
voice messaging system or, by using the optional e-mail integration
package, subscribers can listen to e-mail messages from any touch-
tone phone. On the Subscribers Template> Profile page, you specify
the e-mail post office used by all subscribers. Then, when setting up
individual subscriber accounts, you specify the e-mail name for each
subscriber on their individual subscriber page.
To set up a default e-mail post office
1 Go to Subscribers Template> Profile.
2 In the E-mail post office field, type the default value.
E-mail post office Accepts the name of the E-mail post office, such as
ADMIN.
Setting up the
default language
When you have a multilingual voice messaging system, you can spec-
ify a language for the prompts that subscribers and guests hear when
they are retrieving messages. If you do not specify a default language,
the voice messaging system uses the language specified in the
Default language field on the System> Configuration> General page.
To set the default language
2 In the Language field, select the desired language.
Setting up default
message storage
You can specify the length of time that a subscriber's old messages are
held or archived. When a new message arrives for a subscriber, it is
stored until it is retrieved. Once a message has been listened to, it then
becomes an old message, and will automatically be saved for a certain
number of days. The Keep old messages for field on Subscriber Tem-
plate> Profile page specifies the number of days that old messages are
saved by the system.
Subscribers can save some messages to listen to or respond to at a
later date. Subscribers can archive these messages. An archived mes-
sage is saved for a longer period of time than an old message. Each
time subscribers listen to an archived message, they must archive it
again. Otherwise, it is deleted. A message can be archived an unlimited
number of times.
The Keep archived messages for field on Subscriber Template> Pro-
file specifies the number of days a message is archived. The voice mes-
saging system deletes messages at midnight on the day when the time
expires.
To set the number of days that old messages are kept or archived
2 In the Keep old messages field, type the desired number of days.
3 In the Keep archived messages field, type the desired number of
days.
Keep old messages for Accepts the number of days the voice messaging
system retains a message that has been heard but not archived. If
you select 0 (zero), the message is kept until midnight on the day
it was first heard.
SETTING UP DEFAULT MESSAGE STORAGE
Keep archived messages for Accepts the number of days the voice mes-
saging system retains archived messages.
Selecting default
subscriber access
options
Access options control subscriber access to certain system features.
The access options that you select determine how the subscriber
interacts with the voice messaging system. You can subsequently
change these options for individual subscribers.
As you review the access options, consider how you want to set up the
system. If you want to enable or disable an option for the majority of
subscribers, add or clear that option on the subscriber template. If you
want an access option set for just a few subscribers (such as the opera-
tor or system manager), set that option for just those individual sub-
scribers.
To change subscriber access options
1 Go to Subscriber Template> Access Options.
2 Select or clear the access options that you want to be the default
settings for most subscribers.
Access Options
Allow access to setup options Allow a subscriber to change setup
options by phone, including personal greetings (unless Hear con-
versation in traditional order is also set), message groups, call
transfer, message delivery, recorded name, spelled name, security
code, and directory listing.
SELECTING DEFAULT SUBSCRIBER ACCESS OPTIONS
Announce message lengths The voice messaging system announces the
total length of messages; for example, You have three new mes-
sages totaling 3 minutes, 20 seconds. Would you like to hear
them?
Use menu mode conversation The subscriber hears the menu conversa-
tion instead of the Yes-and-No conversation.
Use hands-free message retrieval The subscriber retrieves messages
without entering digits because the system does not ask, Would
you like to hear them? between message lists. Enable this option
only if the phone system has an immediate disconnect feature.
Play time stamp before message The system announces the time and
date a message was left before playing each message.
Allow access to old messages The subscriber can review old messages.
Allow access to public messages The subscriber can access public mes-
sages.
Receive notification for public messages The system notifies a sub-
scriber when a public message is received. Select this for sub-
scribers who have public message access and want their message
waiting lamps lit, or who want notification sent only for messages
sent specifically to them.
Allow urgent messages The subscriber can mark messages as urgent.
Hear conversation in traditional order The subscriber hears the Yes-and-
No conversation in the following order: check new messages,
leave messages, change greetings, and review old messages. Sub-
scribers with touchtone phones press # twice for setup options
other than greetings.
Administration
Include in alphabetic directory assistance Includes a subscriber in auto-
matic (alphabetic) directory assistance.
Require first-time enrollment Requires subscribers to enroll themselves
by phone the next time they call the system. The system does not
deliver messages to subscribers until they have enrolled.
Allow to change notification settings The subscriber can change notifica-
tion settings.
NOTE: For security reasons, this access option is turned off by
default. To allow subscribers to set up call transfer and message
notification, you must select this option.
Allow personal greetings The subscriber can change personal greetings.
Allow to change holding settings The subscriber can change call holding
by phone.
Allow Mailbox Manager Access The subscriber can change setup options
using the Mailbox Manager program and a network connection.
Message Addressing/Recording
Allow to send messages The subscriber can send messages to subscrib-
ers, guests, or groups.
Restrict sending messages to guests and groups only The subscriber can-
not send messages to other subscribers, only to guests and mes-
sage groups.
Allow to address a message to multiple recipients The subscriber can
address a message to more than one person at a time.
Allow to send private messages The subscriber can mark messages as
private. Private messages cannot be redirected by the recipient.
Allow to request future delivery The subscriber can mark messages for
future delivery.
Allow to request return receipts The subscriber can mark messages for
explicit return receipt.
Always request return receipts Marks every message sent by the sub-
scriber for return receipt. To avoid redundant receipts and sum-
mary announcements, always use this option with Play receipt
summary after all messages heard.
Allow to send messages to remote site Allows the subscriber to send
messages to subscribers and message groups at remote sites. This
option is used only on voice messaging systems with the optional
network messaging feature. This feature allows two or more voice
messaging systems to exchange messages with one another.
Allow to send urgent messages to remote site Allows the subscriber to
send urgent messages outside the message delivery schedule to
subscribers and message groups at remote sites. This option is
used only on voice messaging systems with the optional network
messaging feature. This feature allows two or more voice messag-
ing systems to exchange messages with one another.
Play receipts when messages opened at remote sites Specifies whether the
voice messaging system announces when a recipient at a remote
site first listened to a message. Otherwise, the system announces
when the message was transmitted. This option is used only on
voice messaging systems with the optional network messaging
feature. This feature allows two or more voice messaging systems
to exchange messages with one another.
Address messages by extension Allows the subscriber to send messages
by using the extension number of the recipient, instead of the first
three letters of the last name.
Allow to edit subscriber-to-subscriber messages The subscriber can add
to, listen to, or rerecord a message to another subscriber.
Allow to redirect messages The subscriber can redirect messages.
Allow access to public message groups The subscriber can create open
message groups or send messages to open message groups.
Play receipt summary after all messages heard The subscriber hears a
summary after all messages have been heard.
E-mail
Access e-mail messages from voice mail Lets the subscriber retrieve e-
mail messages by phone using the optional e-mail integration fea-
ture.
Count e-mail messages in message totals The subscriber hears the total
number of e-mail messages by phone. The subscriber can change
this option by phone, using the setup menu.
Ask for e-mail password Specifies whether the subscriber must enter an
e-mail password before listening to e-mail messages by phone
when using the optional e-mail integration feature. The sub-
scriber still hears a count of e-mail messages, even without enter-
ing the e-mail password.
Forward voice mail to e-mail system Allows the subscriber to automati-
cally forward voice message to the subscribers e-mail inbox.
Available only with the optional e-mail integration feature. Always
use this option with Access e-mail messages from voice mail. Do
not use this option with Receive e-mail notification on new fax/
voice mail.
Forward faxes to the e-mail system Allows the subscriber to automati-
cally forward fax mail from the voice message inbox to the e-mail
inbox, when using the optional e-mail integration feature.
Receive e-mail notification on new fax/ voice mail Allows the subscriber to
receive notification by e-mail of new voice and fax mail when
using the optional e-mail integration feature. Do not use this
option with the Forward voice mail to e-mail system option.
Setting up default
transfer options
On the Subscriber Template> Call Transfer page, you set up the default
call transfer options for all new subscribers. The voice messaging sys-
tem handles the calls by following the transfer-greeting-action struc-
ture that you set up for the subscribers mailbox. This is either the
default structure that you define on the subscriber template, or a cus-
tomized transfer structure that you set up for an individual subscriber.
In most cases, the system first tries to transfer a call to the extension. If
the line is busy or unanswered, the system plays a greeting and takes a
message.
Transfer type
If call transfer is turned on (by selecting the Enable call transfer
check box), then select a call transfer type. All transfer types put the
call on hold and then dial the extension. The most common choice is
Release. The Await Answer transfer type is required for setting up
the call screening and the call holding options.
Call screening
Call screening causes the system to screen calls transferred to the sub-
scriber, who can then decide whether or not to take the call. To enable
call screening, select the Use screening option on the Call Transfer
page, then set the desired screening options.
Call holding
The voice messaging system can allow multiple callers to hold for a
busy extension. To enable call holding on the Call Transfer page, call
transfer must be enabled.
SETTING UP DEFAULT TRANSFER OPTIONS
Action options
After setting up the transfer type, go to the Greetings page to specify
the action you want the voice messaging system to take after playing
the greeting. The option Take a message records a message for the
owner of the voice mailbox, and is the most common choice.
To set up transfer options
1 Go to Subscriber Template> Call Transfer.
2 Select the Enable call transfer check box.
3 Select Transfer to subscribers extension to turn on call transfer
to the subscribers extension.
4 Select the desired call transfer type.
5 If you select the call transfer type Await Answer or Wait for ring
back, then in the field Wait for rings, specify how many times
you want the extension to ring before the call is transferred (if set
to Wait for ring back) or recalled (if set to Await Answer). You must
specify a minimum of three rings.
To turn on call holding
3 Select Transfer to subscribers extension to turn on call transfer
to the subscribers extension.
4 Select the call transfer type Await Answer or Wait for ring back.
5 In the Wait for rings field select how many times you want the
extension to ring before the call is transferred. You must specify a
minimum of three rings.
6 Select the Allow holding check box. You can also select the Use
VOX holding check box to let callers choose to hold by speaking
rather by entering a digit.
7 On the Subscriber Template> Greeting page, select Take a mes-
sage. If you do not select the Take a message option, record a
different call holding prompt. The Take a message option offers
callers, who are placed on hold, the choice to continue holding,
leave a message, or try another extension.
Transfer type Determines how the phone system and voice messaging
system interact during the call transfer to the subscribers exten-
sion.
Await Answer Puts the caller on hold and dials the extension. If the
extension is answered within the number of rings specified in
the Wait for rings field, transfers the call to the extension. If
the extension is busy or not answered, plays the greeting, then
takes the action specified in the Action group on the Greetings
page.
Release Puts the caller on hold, dials the extension, and then
releases the call. If the extension is busy or not answered, the
caller cannot leave a message unless the phone system transfers
the call by using call forward to personal greeting. When this
transfer type is selected the transfer, screening, and holding
options are unavailable.
Wait for ringback Puts the callers on hold and dials the extension. If
the extension is busy, plays the greeting, then takes the action
specified in the Action group of the Greeting page. If the extension
is answered within the number of rings specified in the Wait for
rings field, the system transfers the call to the extension. If the
extension is not answered within the number of rings, the call is
released to the phone system.
NOTE: On Release and Wait for Ringback, the caller cannot leave a
message unless the phone system transfers the call using call for-
ward to personal greeting. When either of these transfer types are
selected the transfer and screening options are unavailable.
Wait for rings Accepts the number of times the extension rings before
the call is transferred. This applies only if the call transfer type is
Await Answer or Wait for ring back. You must specify a mini-
mum of three rings. If the station is set to call forward on no
answer, it must be set to forward after two more rings than the
number entered in this field.
Allow holding Specifies whether callers can hold if the line is busy. This
option affects the voice messaging system only, not the phone
system. The callers choose to hold, leave a message, or try another
extension.
Use VOX holding Callers can choose to hold by speaking rather than by
entering a digit.
Setting up default
call screening,
greeting and call
routing
On the Subscriber Template> Call Transfer, Greetings, One-Key Dialing
and Messages pages, you can set additional default transfer and call
screening options, change the active personal greeting, and set addi-
tional message-taking options.
Call screening options
You set up additional call screening options for subscribers by select-
ing the appropriate options on the Call Transfer page, in the Trans-
fer/Screening Options group. The options are described below.
Subscriber greeting options
You can activate or deactivate the busy greeting. When the busy greet-
ing is activated and a caller is transferred to the busy extension, the
voice messaging system plays a greeting (either the subscribers
recorded greeting or a voice messaging system prompt) telling the
caller that the extension is busy.
Call routing options
On Subscriber Template> Greetings page, you can set up the default
transfer-greeting action sequence for new subscribers. In addition,
from the Subscriber Template> One-Key Dialing page, you can set up
one-key dialing. One-key dialing lets a caller press a single key during
the greeting to choose where the call is routed.
To set up call screening
2 Enable Call Transfer.
3 Do one of the following:
Select Transfer to subscribers extension to enable the trans-
fer of calls to the subscribers extension.
Select Transfer to to transfer calls to a number other than the
subscribers extension. Type the desired number into the adja-
cent text box.
4 Set the Transfer type to Await Answer.
5 Select the number of rings you want the extension to ring before
the call is transferred. You must specify at least three rings.
SETTING UP DEFAULT CALL SCREENING, GREETING AND CALL ROUTING
7 In the Transfer/Screening Options area, select either Use trans-
fer or Use screening. Set the applicable options for your selec-
tion. Set the applicable transfer options in the Use Transfer and
select Use Transfer to prevent a subscriber from controlling
screening options. Or, to allow a subscriber to change screening
options by phone, select Use Screening.
Use transfer/Use screening Specifies whether the system is using the
call transfer options or the screening options. The options for
both are the same.
Gather phone number Asks callers to provide a phone number before
routing the call.
Gather account number Asks callers to provide their account number
before routing the call.
Announce transfer Generates a beep before connecting the caller. With
most phone systems, this option lets the subscribers know exactly
when the call is connected, or that the call is from an external
caller.
Confirm before transfer Before the system transfers the call, the sub-
scriber can choose whether to take the call. If the subscriber does
not take the call, the system plays the appropriate greeting and
takes the action specified in the After Greeting group on the
Greetings page.
Introduce caller The subscriber hears Call for <subscribers name>
before being connected to the caller. Use this option when more
than one subscriber uses the same phone.
Record callers name Asks callers to record their name. Before the call is
transferred, the subscriber hears Call from <callers name>. If
the subscriber rejects the call or is not available, the recorded
name is not saved.
Record and save callers name Asks callers to record their name. Before
the call is transferred, the subscriber hears Call from <callers
name>. If the subscriber rejects the call or is not available, and
the caller leaves a message, the callers recorded name plays at the
beginning of the message. If the caller does not record a message,
the subscriber receives the callers recorded name alone as the
message.
To activate the busy greeting
1 Go to Subscriber Template> Greetings.
2 Select the Enable busy greeting check box.
Enable busy greeting Stores the recording for the greeting that plays
when the subscribers extension is busy. If the subscriber has no
standard greeting recorded and the Enable busy greeting field is
not selected, callers hear <Subscribers name> is on the phone.
To set up other action settings after the greeting is played
2 In the After greeting group, select the desired action.
Take a message Records a message for the owner of the voice mailbox.
Take a message for group Records a message for the specified group.
Route to Routes the call to another system ID. If you choose this
option, type an ID in the field immediately to the right.
Say bye Plays a prompt asking whether the caller needs further assis-
tance, pauses, says good-bye, and then disconnects.
Setting up default
one-key dialing
messaging system by pressing one key. For example, you can quickly
route callers to directory assistance, subscribers extensions, transac-
tion boxes, voice detect boxes, language select boxes, or interview
boxes. When a caller presses a key that has a one-key dialing option
set, the voice messaging system immediately acts on that key. In the
event that the one-key dialing conflicts with an extension ID, you can
specify an amount of time (in seconds) for the system to pause and
wait for the caller to enter additional keys.
One-key dialing is used with the language select box, opening greeting
box, transaction box, and directory menus. From the One-Key Dialing
page, you can program a menu one-key dialing options.
To set up one-key dialing
1 Go to Subscriber Template> One-Key Dialing.
2 In the One-key dialing fields, type the system IDs for the keys
you want to use.
3 In the One-key delay field, type 1 or 2. This creates a 1- or 2-sec-
ond pause that allows callers to bypass the one-key options and
enter system IDs.
6 Select the appropriate After greeting action, then click the icon
to save.
NOTE: The subscriber must rerecord the greeting to describe the menu
of options to callers.
SETTING UP DEFAULT ONE-KEY DIALING
One-key dialing Accepts a system ID to route callers to when they press
a key. The voice messaging system listens for one-key dialing
entries during the greeting and during the good-bye prompt.
One-key delay Accepts the number of seconds the voice messaging sys-
tem waits before acting on the key press.
Setting up default
message
notification
The voice messaging system can notify subscribers that new messages
are waiting. On the Subscriber Template> Messages and Notification
pages you control the default message delivery and notification set-
tings.
Message indication
The voice messaging system indicates when messages are waiting by
an indication light on the phone, a distinctive dial tone (such as a stut-
ter tone), or a message display that alerts the subscriber. The method
available depends on the phone system.
Message delivery
With message delivery, the voice messaging system calls a subscriber
and announces that messages are waiting. On the Subscriber Tem-
plate> Notification page, you specify the default work number that the
system automatically dials to notify a subscriber of waiting messages.
You also specify the frequency of these calls and whether the system
notifies the subscriber of all messages or only urgent messages.
To activate message waiting indication
1 Go to Subscriber Template> Messages.
2 Select the Enable Message Waiting Indication (MWI) check box.
3 Select either the subscribers extension ID, or type a different
extension in the field below.
SETTING UP DEFAULT MESSAGE NOTIFICATION
Enable Message Waiting Indication (MWI) Select this check box to acti-
vate message waiting indication.
At subscriber's extension The voice messaging system uses the sub-
scriber's extension for message waiting indication.
At extension: Accepts the extension where the subscriber receives mes-
sage waiting indication.
To activate message delivery
1 Go to Subscriber Template> Notification.
2 In the list box, choose the phone type.
3 Select either At subscribers extension or Other number. If you
select Other number, type the extension the voice messaging
system will call to deliver messages.
4 In the Wait minutes before the first delivery attempt field,
type the number of minutes the system waits before making the
first delivery attempt.
5 In the Schedule group, select the hours for this notification sched-
ule.
6 Select the days when this notification schedule is applicable.
7 In the Wait rings before failing the attempt field, type the
number of rings that the system waits for an answer when
attempting to deliver the message.
8 In the If delivery attempt failed, wait minutes before retrying
field, type the number of minutes that the system waits after an
unsuccessful message delivery before trying again.
9 In the Method area, specify the message delivery method.
11 To activate message delivery for the Home Phone, Pager Phone or
Spare Phone, choose the phone type from the list box at the top of
the Notification page, and repeat steps 3 through 10.
Devices and Phone Number
Work phone Accepts the work phone extension to dial.
Home phone Accepts the home phone number to dial.
Pager phone Accepts a pager phone number to dial.
Spare phone Accepts any phone number to dial.
Fax phone Accepts the fax phone number to dial.
Wait minutes before the first delivery attempt Accepts the number of
minutes between the arrival of a new message and the first
attempt to deliver it. Use this setting to assign priorities to each
message delivery phone number. For example, if you type 0
(zero) for Work Phone and 60 for Home Phone, for the first 60
minutes the voice messaging system tries to deliver new messages
only to the Work Phone. After 60 minutes, it tries to deliver new
messages to both phones.
Schedule (time interval and days) Accepts the hours and days when this
phone number is used for message delivery. When two delivery
schedules overlap, the voice messaging system delivers the mes-
sages to both phones.
Wait rings before failing the attempt Accepts the number of rings that
the voice messaging system waits for an answer when attempting
message delivery to the phone number.
If delivery attempt failed, wait: minutes before retrying Accepts the num-
ber of minutes that the voice messaging system waits after an
unsuccessful message delivery attempt before retrying the mes-
sage delivery number. An attempt is unsuccessful when the deliv-
ery number is busy, unanswered, answered by a person who does
not enter a personal ID, or answered by an answering machine.
Method Accepts one of the following message delivery methods:
Each Starts message delivery as soon as each new message
arrives, and repeats delivery each time a new message arrives.
There is no delivery delay available with this method.
Urgent Starts message delivery only when a new urgent message
arrives, and repeats delivery each time a new urgent message
arrives.
Batch When a new message arrives, the voice messaging system
waits the specified delivery interval before making an attempt
to notify the subscriber. With this method, the system delivers
messages no more frequently than the interval scheduled.
Setting up default
fax delivery
notification options
The voice messaging system can notify subscribers of new faxes and
deliver a fax message to a specific fax machine at a scheduled time.
You specify fax notification settings on the Subscriber Template> Noti-
fication page. You can specify notification schedule information for a
home phone, pager, and spare phone. However, it is recommended
that you specify this information on the individual pages for each sub-
scriber.
To set up additional notification options
1 Go to Subscriber Template> Notification.
2 Select Fax Phone from the device list and enable it.
3 Type the extension for the fax machine that the system dials to
deliver a fax message, or select the subscriber's extension.
type the number of minutes the system waits before delivering a
fax message after it arrives.
5 In the Schedule group, select the hours and days for this delivery
schedule.
field, type the number of minutes the system waits before retrying
a fax delivery number.
7 In the Method area, specify the fax delivery method.
SETTING UP DEFAULT FAX DELIVERY NOTIFICATION OPTIONS
Enable Turns on/off message delivery.
At (subscriber's) extension When selected, sets the system to dial the
subscribers extension to notify the subscriber of a new fax.
Other number Accepts the extension or phone number to dial to
notify the subscriber of a new fax if the subscribers extension is
not selected. Use only DTMF digits and acceptable special char-
acters for phone numbers.
Wait n minutes before the first delivery attempt Accepts the number of
minutes between the arrival of a fax message and the first attempt
to deliver it.
Schedule Accepts the hours and days when this phone number is used
for message delivery. When two delivery schedules overlap, the
voice messaging system delivers the messages to both phones.
Wait n rings before failing the attempt Accepts the number of rings that
If delivery attempt failed, wait n minutes before retrying Accepts the num-
ber of minutes the voice messaging system waits after an unsuc-
cessful message delivery attempt before retrying the message
delivery number. An attempt is unsuccessful when the delivery
number is busy, unanswered, answered by a person who does not
enter a personal ID, or answered by an answering machine.
SETTING UP DEFAULT FAX DELIVERY NOTIFICATION OPTIONS
There is no delivery delay with this method.
Urgent Starts message delivery only when a new, urgent message
arrives, and repeats delivery each time a new, urgent message
arrives.
Batch When a new message arrives, the voice messaging system
waits the specified delivery interval before making an attempt
to notify the subscriber. The system delivers messages no more
frequently than the interval scheduled.
Setting up default
live record options
Live record, available with certain DTMF (dual-tone multi-frequency)
phone system integrations and ViewMail or ViewMail for Microsoft
Messaging, gives subscribers the option of recording phone conversa-
tions. A subscriber can keep this recording for later reference or redi-
rect it to another subscriber or group of subscribers.
For example, a receptionist can record phone conversations and direct
them to appropriate subscribers. Local laws may require a periodic
beep while a conversation is being recorded. The phone system pro-
vides this beep.
CAUTION: The use of monitoring, recording, or listening devices to
eavesdrop, monitor, retrieve, or record phone conversations or other
sound activities, whether or not contemporaneous with transmission,
may be illegal in certain circumstances under federal or state laws.
Legal advice should be sought prior to implementing any practice that
monitors or records any phone conversation. Some federal and state
laws require some form of notification to all parties to a phone conver-
sation, such as using a beep tone or other notification methods or
requiring the consent of all parties to the phone conversation, prior to
monitoring or recording the phone conversation. Some of these laws
incorporate strict penalties.
If you are using DTMF live record over the phone without ViewMail,
the phone system administrator programs the phone system to enable
live record on subscribers phones. Subscribers begin their live record
session by using a programmed button on their phone, and stop
recording by hanging up or by pressing any touchtone. The recording
is stored in the subscribers voice mailbox.
With ViewMail installed, subscribers have additional options for man-
aging their live record sessions. As system manager, using the Live
Record page, you can enable or disable live record for each subscriber,
specify the maximum length of a recording, and specify the extensions
an individual subscriber can use for recording. If a subscriber can
record at more than one extension, the list of extensions appears as a
selection box when the subscriber begins a recording.
NOTES
In the Live Record Extensions for ViewMail area, you can type a
range of numbers if you want the subscriber to be able to record at
several sequentially numbered extensions. For example, type
201-211.
When a live record conversation is initiated from a redirected
extension, the system sends the recorded conversation to the mail-
box of the called extension, rather than the redirected extension.
SETTING UP DEFAULT LIVE RECORD OPTIONS
To set up live record
1 Go to Subscriber Template> Live Record.
2 Select the Enable live record check box.
3 In the Maximum record time field, type the maximum recording
time in seconds.
4 In the Live Record Extensions for View-Mail group, select On
subscriber's extension, or specify a range of extensions.
Enable live record Activates call recording. Guests cannot record calls.
Maximum record time Accepts the maximum length, in seconds, of a
live record session. The maximum value is 6000 seconds. When a
live record session reaches the maximum record time, the sub-
scriber hears three short beeps.
Live record extensions for ViewMail Accepts the extensions a subscriber
can use to record calls. To allow subscribers to record calls on
their own extensions, select On subscriber's extension or type a
range of extensions, such as 201-211.
Setting up default
fax options
With the optional ActiveFax
package, subscribers can have fax boxes

that store fax messages just as their voice mailboxes store voice mes-
sages. How you assign fax boxes to subscribers depends on whether
you purchased ActiveFax with your voice messaging system or added
it later.
If you purchased ActiveFax with your voice messaging system, the
system automatically creates fax boxes for all subscribers you add
to the system.
If you added ActiveFax to an existing system, the system automat-
ically creates fax boxes for any new subscribers you add to the sys-
tem. You must manually add fax boxes for existing subscribers.
If many or all subscribers want fax boxes, set a default convention for
assigning fax IDs. The Fax ID field on the Subscriber Template> Fax
page is used to create the unique ID that identifies a fax box to the sys-
tem. The default fax ID is automatically applied when you add new
subscribers to the system or when you add a personal fax box for an
existing subscriber. The default does not affect existing subscribers
who already have fax boxes set up. If you do not want to create a fax
box for each new subscriber, clear the Fax ID field before adding
subscribers to the system.
You cannot delete fax boxes without deleting the entire subscriber. If
the Fax ID field has no setting, a fax box will not be created when a
new subscriber is added. You can always add a fax box later for a sub-
scriber.
To set up the default subscriber fax box
1 Go to Subscriber Template> Fax.
2 In the Fax ID field, type a prefix digit followed by x, for example,
8x. The system adds the prefix to the beginning of the sub-
scribers extension ID, which is represented by x. For example, if
you type 8x then for a subscriber with an extension ID of 123,
the system assigns a fax box ID of 8123.
SETTING UP DEFAULT FAX OPTIONS
Fax ID Specifies the default ID scheme to be used for fax IDs (only for
voice messaging systems with the ActiveFax package). Callers dial
this number to send faxes directly to the subscriber. Add a starting
digit to the subscribers extension, represented by x, to create a
unique fax box ID for every subscriber.
Setting up default fax delivery options
On Subscribers Template> Fax, you can specify automatic fax delivery,
voice annotation, and voice announcement options. The voice anno-
tation option, set in the Ask for voice annotation field, allows callers
to record a message with their fax document. The voice announce-
ment option, set in the Notify subscriber even if there is no voice
annotation field, provides subscribers with a voice mail announce-
ment when a fax message arrives. The combined settings for these two
fields control whether voice annotation is requested and how fax mes-
sages are announced to subscribers. You can change any of these
default fax mail options on a subscribers personal directory page.
Fax mail delivery options
Some common default fax mail delivery options include:
The system can deliver faxes to a fax machine immediately upon
arrival, without notifying subscribers.
The system can notify subscribers that they have received fax
mail, but the faxes remain in the fax box until the subscriber
requests delivery.
The system can announce new faxes to subscribers, even if the
caller did not leave a voice annotation.
Callers can leave a voice annotation with a fax, and edit or review
this annotation before sending the fax.
System actions when there is no fax port available
On Subscribers Template> Fax, you can specify the action that you
want the voice messaging system to take when there is no fax port
available. For example, you can have the caller hold, leave a message,
or be routed to another system ID. For automatic fax delivery, you
must set the correct fax number and schedule on the Subscribers Tem-
plate> Fax page. If the Notify subscriber even if there is no voice
annotation field is cleared and no fax delivery schedule is specified,
the system will not announce or deliver the fax.
To set up voice annotations and voice announcement
1 Go to Subscribers Template> Fax.
2 In the Maximum message length to record from an unidentified
caller field, type the number of seconds for the maximum length
of the callers annotation.
3 For voice annotation, select the Ask for voice annotation check
box.
4 Select or clear the Allow edits to voice annotation check box to
allow or not allow callers to edit their annotation.
5 Select or clear the Notify subscriber even if there is no voice
annotation check box.
To set up automatic fax delivery
1 Go to Subscribers Template> Fax.
2 Clear the Ask for voice annotation check box.
3 Clear the Allow edits to voice annotation check box.
4 Select or the Notify subscriber even if there is no voice annota-
tion check box, then click the icon to save.
5 Under the No Fax Available group, choose the desired action.
If you select Route to, then type the system ID for where the
call should be routed in the field to the right.
If you select Take a message or Hold, then select the desired
action in the After Taking a Message or Holding group.
Maximum message length to record from an unidentified caller Accepts the
maximum length, in seconds (up to 9999), for a callers voice
annotation for a fax message.
Ask for voice annotation Specifies whether the system asks unidentified
callers to record a voice annotation for a fax message.
Allow edits to voice annotation Specifies whether callers can edit or
rerecord their voice annotations.
Notify subscriber even if there is no voice annotation Specifies that the
subscriber be notified of each individual fax message, even when
there is no voice annotation. This option works in combination
with the Ask for voice annotation option.
No fax available
A group of options that determine the voice messaging system action
when no fax port is available to receive the fax.
Take a message Records a voice message.
Route to operator Routes the call to the operator box.
Route to Routes the call to another system ID. You must enter a valid
system ID in the adjacent text box.
Hang up Disconnects immediately, without saying good-bye.
Say bye Plays a prompt offering further assistance, pauses, says good-
bye, and then disconnects.
Restart Returns the call to the opening greeting.
Hold Allows the caller to hold for a fax port. Voice detect call holding is
not available.
After message or holding
A group of options that determine the action the voice messaging sys-
tem after placing the caller on hold, and the caller either leaves a voice
message or chooses not to remain on hold any longer. You need to set
up these options only if the No Fax Available action is set to either
Take a message or Fax hold.
Enrolling
subscribers
There are two ways to enroll subscribers. You can either enroll them at
the console by entering their names in the appropriate fields of the
Subscriber Directory, or you can allow subscribers to self-enroll.
To allow self-enrollment, you must add subscriber mailboxes with the
Require first-time enrollment option set. This option directs sub-
scribers to enroll themselves by phone when they first call the system.
When you enroll subscribers, for security purposes, you should per-
form the following tasks after general enrollment is completed:
Delete any unused subscriber mailboxes.
Go through the subscribers in ID Sort order and type the full
name for each subscriber.
To allow new subscribers to self-enroll
1 Go to Subscriber Template> Access Options.
2 Select the Require first-time enrollment check box.
Adding subscribers You can add new subscribers to the subscriber directory list by:
Adding a single subscriber at a time.
Adding a range of subscriber mailboxes, and then updating each
with the subscribers first and last names. This method is an effi-
cient way to add multiple subscribers to the system at one time.
When you add a new subscriber, the voice messaging system automat-
ically uses the default settings you specified in the subscriber tem-
plate. You can then customize these settings for the subscriber in the
individual subscribers directory.
To add a single subscriber
1 Go to Subscribers> Subscribers.
2 Click the icon.
3 Select New subscriber.
4 Type the extension, then click Add.
5 To add more subscribers, repeat step 4.
6 To finish, click Cancel.
ADDING SUBSCRIBERS
To add a range of subscriber mailboxes
1 Go to the Subscribers> Subscribers.
2 Click the icon.
3 Select New range of subscribers.
4 Specify the range of extension # IDs.
NOTE: The Start and Stop fields must be completed. The Con-
stant Prefix and Constant Suffix fields are optional.
5 Click Add.
Deleting subscriber
information
From the Subscribers> Profile page you can delete any of the follow-
ing:
A subscriber
A subscribers messages
A subscribers security code (if it is enabled)
When you delete a subscriber, you automatically delete all messages,
private message groups, guests, transaction boxes, and interview
boxes owned by that subscriber. If you have the optional e-mail inte-
gration package, the subscribers messages are not deleted from the e-
mail system when you delete the subscriber from the voice messaging
system.
To delete a subscriber
1 Go to the subscribers Profile page.
2 Click the icon to delete.
3 Click OK to confirm.
DELETING SUBSCRIBER INFORMATION
To delete a subscribers messages
2 Click Delete Messages.
To delete a subscribers security code
1 Go to the subscriber's Profile page.
2 Select the Delete security code check box.
4 Instruct the subscriber to create a new security code.
Assigning system
manager status
Any enrolled subscriber can be assigned system manager status. How-
ever, only an existing system manager can assign or remove system
manager status to/from other subscribers. You cannot remove system
manager status from the system manager whose personal ID you used
to log on. If there is only one system manager in the system, it cannot
be demoted from system manager.
To assign system manager status to a subscriber
2 Select the Enable subscriber as system manager check box.
To remove system manager status from a subscriber
2 Clear the Enable subscriber as system manager check box.
Setting up e-mail
options for a
subscriber
Use the Subscriber> Profile page to give a subscriber e-mail access.
Subscribers can be notified about new e-mail messages through the
voice messaging system or, by using the optional e-mail integration
package, subscribers can listen to e-mail messages from any touch-
tone phone.
To set up an e-mail post office
2 In the E-mail name field, type the e-mail name for the sub-
scriber.
3 In the E-mail post office field, type the name of the e-mail pro-
grams post office.
E-mail name Accepts the e-mail name, or the ID, of a subscriber who
can then listen to e-mail messages through the voice messaging
system.
E-mail post office Accepts the name of the e-mail programs post office,
such as ADMIN.
Assigning a
language for a
subscriber
When you have a multilingual voice messaging system, you can spec-
ify a language for the prompts that subscribers hear when they are
retrieving messages. If you do not specify a language, the voice mes-
saging system uses the language specified in the Default language
field on the System> Configuration> General page.
To assign a language for a subscriber
2 In the Language field, select a language from the available list.
Setting up message
storage for a
subscriber
You can specify the length of time that a subscribers old messages are
held or archived. When a new message arrives for a subscriber, it is
stored until it is retrieved. Once a message has been listened to, it
becomes an old message, and will automatically be saved for a certain
number of days. The Keep old messages field on the Profile page
specifies the number of days that old messages are saved for the sub-
scriber.
Subscriberscan save some messages to listen to or respond to at a later
date. Subscribers can archive these messages. An archived message is
saved for a longer period of time than an old message. Subscribers
must archive a message again each time they listen to the archived
message; otherwise, it is deleted. A message can be archived an unlim-
ited number of times.
The Keep archived messages field on the Profile page specifies the
number of days a message is archived for the subscriber. The voice
messaging system deletes messages at the midnight on the day when
the time expires.
To set the number of days that old messages are held or archived
2 Select the desired settings in the Keep old messages field.
3 Select the desired settings in the Keep archived messages field.
Keep archived messages Accepts the number of days the voice messag-
ing system retains archived messages.
Keep old messages Accepts the number of days the voice messaging
system retains a message that has been heard but not archived. If
you select 0 (zero), the message is kept until midnight on the day
when it was first heard.
Setting up transfer
options for a
subscriber
The voice messaging system lets you set up different call transfer
options for individual subscribers. The system handles the calls by fol-
lowing the transfer-greeting-action structure set up for the sub-
scribers mailbox. In most cases, the system first tries to transfer a call
to the extension. If the line is busy or unanswered, the system plays
the subscribers greeting, then takes a message. You also control the
way the system handles unanswered calls to the extension. For exam-
ple, you can specify that an extension does not take a message, or that
it routes the caller to an operator.
Transfer type
To transfer calls, enable call transfer and select a call transfer type. All
call transfer types put the call on hold and then dial the extension. The
most common choice is Release. The Await Answer transfer type is
required for setting up the call screening and call holding options on
the Transfer/Screening options page.
Call holding
The voice messaging system can allow multiple callers to hold for a
busy extension. To enable call holding, call transfer must be turned on.
To set up transfer options
1 Go to the Subscribers> Subscriber> Call Transfer page.
2 Select the Enable call transfer check box to turn on call transfer.
3 Either select to be transferred to the subscriber's extension, or
type the extension ID that you want the call to be transferred to.
4 Select the desired Transfer type.
5 If you select the call transfer type Await Answer or Wait for ring-
back, then in the adjacent text box, select the number of times
you want the extension to ring before the call is transferred (if set
to Wait for ringback) or recalled (if set to Await Answer). You must
specify a minimum of three rings.
SETTING UP TRANSFER OPTIONS FOR A SUBSCRIBER
Enable call transfer Turns call transfer on or off.
Transfer to Accepts the extension to transfer calls to if call transfer is
enabled.
Transfer type Selects the call transfer type to determine how the phone
system and voice messaging system interact during the call trans-
fer to the subscribers extension.
Await Answer Puts the caller on hold and dials the extension. If
answered within the number of rings specified in the Wait for
rings field, transfers the call to the extension. If the extension is
busy or not answered, plays the greeting, then takes the action
specified in the Action group of the page.
Release Puts the caller on hold, dials the extension, and then releases
the call. If the extension is busy or not answered, the caller cannot
leave a message unless the phone system transfers the call by
using call forward to personal greeting.
SETTING UP TRANSFER OPTIONS FOR A SUBSCRIBER
Wait for ringback Puts the callers on hold and dials the extension. If
busy, plays the greeting, then takes the action specified in the
Action group of the page.
If answered within the number of rings specified in the Wait for
rings field, transfers the call to the extension. If not answered
within the number of rings, the call is released to the phone sys-
tem. If the extension is busy or not answered, the caller cannot
leave a message unless the phone system transfers the call using
call forward to personal greeting.
Wait for rings Accepts the number of times the extension rings
before the call is transferred. This applies only if the call transfer
type is Await Answer or Wait for ring back. You must specify a
minimum of three rings.
Allow holding When this field is selected, callers can choose to hold,
leave a message, or try another extension if the line is busy. This
selection affects the voice messaging system only, and not the
phone system.
Use VOX holding When this field is selected, callers can choose to hold
by speaking rather than by entering a digit.
To turn on call holding
1 Go to the subscribers Call Transfer page.
3 Either select to be transferred to the subscriber's extension, or
type the extension ID that you want the call to be transferred to.
4 In the field Transfer type, select the desired call transfer type.
5 If you select the call transfer type Await Answer or Wait for ring-
back, then in the Wait for rings field, select the number of
times you want the extension to ring before the call is transferred
(if set to Wait for ringback) or recalled (if set to Await Answer). You
must specify a minimum of three rings.
6 Select the Allow holding check box. You can also select the Use
VOX holding check box to let callers choose to hold by speaking
rather by entering a digit.
Setting up call
screening for a
subscriber
Call screening causes the system to screen the calls transferred to the
subscriber, who can then decide whether to take the call. To enable
call screening, on the subscribers Call Transfer page you must enable
call transfer, and select the desired call screening options.
Call screening options
You set up additional call screening options for a subscriber by select-
ing the appropriate options in the Use Transfer or Use Screening
groups.
To set up the call screening
1 Go to the subscribers Call Transfer page.
3 Either select to transfer to the subscribers extension, or provide a
different extension ID.
4 Set the Transfer type to Await Answer.
5 In the Wait for rings field, specify the number of rings you
want the extension to ring before the call is transferred. You must
specify at least three rings.
6 In the Transfer/Screening options group, set the applicable trans-
fer options in the Use Transfer column to prevent a subscriber
from controlling screening options, or set the applicable screen-
ing options in the Use Screening column to allow a subscriber to
change screening options by phone.
Use transfer/Use screening Specifies whether the system is using the
call transfer options or the screening options. The options for
both are the same.
Gather phone number Asks callers to provide a phone number before
routing the call.
Gather account number Asks callers to provide their account number
before routing the call.
Announce transfer Plays a beep before connecting the caller. With most
phone systems, this option lets the subscribers know exactly
when the call is connected, or that the call is from an external
caller.
SETTING UP CALL SCREENING FOR A SUBSCRIBER
Confirm before transfer Before the system transfers the call, the sub-
scriber can choose whether to take the call. If the subscriber
refuses the call, the system plays the appropriate greeting and
takes the action specified in the Action field.
Introduce caller The subscriber hears Call for <subscribers name>
Record callers name Asks callers to record their name. Before a call is
the subscriber rejects the call or is not available, the recorded
name is not saved.
the call is transferred, the subscriber hears Call from <callers
name>. If the subscriber rejects the call or is not available, and
the caller leaves a message, the callers recorded name plays at the
beginning of the message. If the caller does not record a message,
the subscriber receives the callers recorded name alone as the
message.
Setting up
greetings for a
subscriber
You can view and change the active greeting (standard or alternate) for
a subscriber. You can also activate or deactivate the busy greeting.
When a busy greeting is activated and a caller is transferred to the busy
extension, the voice messaging system plays a greeting (either the sub-
scribers recorded greeting or a voice messaging system prompt) tell-
ing the caller that the extension is busy. To change greeting options,
perform the procedure To change greeting options.
To change greeting options
1 Go to the subscribers Greetings page.
2 Choose the active greeting (standard or alternate).
3 Select the Enable busy greeting check box, if appropriate for this
subscriber.
Setting up after
greeting options for
a subscriber
On a subscribers Greetings page, you can customize the transfer-
greeting-action sequence for the subscriber. For basic call routing
information, see the procedure To set up actions after greeting,
below. In addition, a subscriber can include a one-key dialing menu in
the greeting. With one-key dialing, a caller can press a single key to
choose where the call is routed. See To set up one-key dialing, on
page 96.
To set up actions after greeting
1 Go to the subscribers Greetings page.
2 In the After Greeting area select the appropriate value.
If you selected Take message for group, in the adjacent text
box, type the system ID for the group you want to receive the
messages.
If you selected Route to, then in the adjacent text box the sys-
tem ID for the routing box to transfer the call to.
Take a message Records a message for the subscriber.
Take a message for group Records a message for the specified group.
Route to the operator Routes the caller to the operator box.
Route to Routes the caller to the specified routing box.
SETTING UP AFTER GREETING OPTIONS FOR A SUBSCRIBER
tance, pauses, says good-bye, then disconnects.
Restart Returns the caller to the opening greeting box. This setting is
not recommended for use with the operator box.
Setting up one-key
dialing for a
subscriber
messaging system by pressing one key. For example, you can route
callers quickly to directory assistance, subscribers extensions, trans-
action boxes, voice detect boxes, language select boxes, or interview
boxes. When a caller presses a key that has a one-key dialing option
set, the voice messaging system immediately acts on that key. In the
event that the one-key dialing conflicts with an extension ID, you can
specify an amount of time (in seconds) for the system to pause and
wait for the caller to enter additional keys. One-key dialing is used with
the language select box, opening greeting box, transaction boxes, and
directory menus. On the One-Key Dialing page, you can program a
menu of choices for callers.
To set up one-key dialing
1 Go to the subscribers One-Key Dialing page.
2 Type the extension IDs for the keys you want to use.
3 In the One-key delay field, type the number of seconds to pause
to allow callers to bypass the one-key options and enter system
IDs.
5 Tell the subscriber to rerecord the greeting, to describe the menu
of one-key options to callers.
Setting up message
notification for a
subscriber
The voice messaging system can let a subscriber know that messages
are waiting in two ways: message indication and message delivery. You
control message indication and delivery settings for each subscriber
from their personal subscriber page.
Message indication
The voice messaging system indicates when messages are waiting, by
an indication light on the phone, a distinctive dial tone (such as a stut-
ter tone), or a message display that alerts the subscriber.
Message delivery
With message delivery, the voice messaging system calls the sub-
scriber and announces that messages are waiting. On the Notification
page, you can specify a work and home number that the system auto-
matically dials to notify a subscriber of the waiting messages. You can
also specify the frequency of these calls and whether the system noti-
fies the subscriber of all messages or only urgent messages.
To activate message waiting indication
1 Go to the subscribers Messages page.
2 Select the Enable message waiting indication (MWI) check box.
3 Select either the subscribers extension, or type a different exten-
sion in the At extension field.
SETTING UP MESSAGE NOTIFICATION FOR A SUBSCRIBER
To activate message delivery
1 Go to the subscribers Notification page.
2 Select the Work phone from the list. For the work phone, the voice
messaging system will try to deliver the messages to the sub-
scribers extension.
3 Select the Enable check box.
4 In the Wait for minutes before the first delivery attempt field,
message after it arrives.
5 In the Schedule group, select the hours and days for this notifica-
tion schedule.
6 In the Method area, specify the message delivery method.
7 In the Wait for rings before failing the attempt field, type the
8 In the If delivery attempt failed, wait for minutes before retry-
ing field, type the number of minutes that the system waits after
an unsuccessful delivery attempt before trying again.
10 To activate message delivery for the Home Phone, Pager Phone or
Spare Phone, select the appropriate device from the list box, and
then repeat steps 3 through 9.
Devices and Phone Number
Work phone Accepts the work phone extension to dial.
Home phone Accepts the home phone number to dial.
Pager phone Accepts a pager phone number to dial.
Spare phone Accepts any phone number to dial.
Fax phone Accepts the fax phone number to dial.
Wait forminutes before the first delivery attempt Accepts the number of
sages to both phones. Enter beginning and ending hours as
hh:mm, for example, 08:30.
Wait for rings before failing the attempt Accepts the number of rings
that the voice messaging system waits for an answer when
attempting message delivery to the phone number.
If delivery attempt failed, wait for minutes before retrying Accepts the
number of minutes that the voice messaging system waits after an
Urgent Starts message delivery only when a new urgent message
arrives, and repeats delivery each time a new urgent message
arrives.
Batch Starts message delivery as soon as a new message arrives. If
this delivery attempt is unsuccessful, the voice messaging sys-
tem waits the specified delivery interval before retrying this
number. With this method, the system delivers messages no
more frequently than the interval scheduled.
Changing access
options for a
subscriber
Access options control subscriber access to certain system features.
You can customize the systems access options to meet the needs of
each individual subscriber. The options that you select determine how
the subscriber interacts with the voice messaging system.
To change subscriber access options
1 Go to the subscribers Access Options page.
2 Select or clear the access options that you want to enable or dis-
able for this subscriber.
Access Options
Allow access to setup options Allow the subscriber to change setup
options by phone, including personal greetings (unless Hear con-
versation in traditional order is also set), message groups, call
transfer, message delivery, recorded name, spelled name, security
code, and directory listing.
Announce message lengths The voice messaging system announce the
total length of messages; for example, You have three new mes-
sages totaling 3 minutes, 20 seconds. Would you like to hear
them?
Use menu mode conversation The subscriber hears the menu conversa-
tion instead of the Yes-and-No conversation.
CHANGING ACCESS OPTIONS FOR A SUBSCRIBER
Use hands-free message retrieval The subscriber retrieves messages
without entering digits because the system does not ask, Would
you like to hear them? between message lists. Use this option
only if the phone system has an immediate disconnect feature.
Play time stamp before message The system announces the time and
date a message was left before playing each message.
Allow access to old messages The subscriber can review old messages.
Allow access to public messages The subscriber can access public mes-
sages.
Receive notification for public messages The system notifies a subscriber
when a public message is received. Select this for subscribers who
have public message access and want their message waiting
lamps lit, or who want notification sent only for messages sent
specifically to them.
Allow urgent messages The subscriber can mark messages as urgent.
Hear conversation in traditional order The subscriber hears the Yes-and-
No conversation in the following order: check new messages,
leave messages, change greetings, and review old messages. The
subscribers with touchtone phones press # twice for set up
options other than greetings.
Administration
Include in alphabetic directory assistance Includes the subscriber in
automatic (alphabetic) directory assistance.
Require first-time enrollment Requires subscribers to enroll themselves
by phone the next time they call the system. The system does not
deliver messages to a subscriber until they have enrolled.
Allow to change notification settings The subscriber can change notifica-
tion settings.
NOTE: For security reasons, this access option is turned off by
default. To allow a subscriber to set up call transfer and message
notification, you must select this option.
Allow personal greetings The subscriber can change personal greetings.
Allow to change holding settings The subscriber can change call holding
by phone.
Allow Mailbox Manager Access The subscriber can change setup options
using the Mailbox Manager program and a network connection.
Message Addressing/Recording
Allow to send messages The subscriber can send messages to subscrib-
ers, guests, or groups.
Restrict sending messages to guests and groups only The subscriber can-
not send messages to other subscribers, only to guests and mes-
sage groups.
Allow to address a message to multiple recipients Subscriber can address
a message to more than one person at a time.
Allow to send private messages The subscriber can mark messages as
private. Private messages cannot be redirected by the recipient.
Allow to request future delivery The subscriber can mark messages for
future delivery.
Allow to request return receipts The subscriber can mark messages for
explicit return receipt.
Always request return receipts Marks every message sent by the sub-
scriber for return receipt. To avoid redundant receipts and sum-
mary announcements, always use this option with Play receipt
summary after all messages heard.
Allow to send messages to remote site Allows the subscriber to send
messages to subscribers and message groups at remote sites. This
option is used only on voice messaging systems with the optional
network messaging feature. This feature allows two or more voice
messaging systems to exchanges messages with one another.
Allow to send urgent messages to remote site Allows the subscriber to
send urgent messages outside the message delivery schedule to
subscribers and message groups at remote sites. This option is
used only on voice messaging systems with the optional network
messaging feature. This feature allows two or more voice messag-
ing systems to exchanges messages with one another.
Play receipts when messages opened at remote sites Specifies whether the
voice messaging system announces when a recipient at a remote
site first listened to a message. Otherwise, the system announces
when the message was transmitted. This option is used only on
systems with the optional network messaging feature. This fea-
ture allows two or more voice messaging systems to exchanges
messages with one another.
Address messages by extension Allows the subscriber to send messages
by using the extension number of the recipient, instead of the first
three letters of the last name.
Allow to edit subscriber-to-subscriber messages The subscriber can add
to, listen to, or rerecord a message to another subscriber.
Allow to redirect messages The subscriber can redirect messages.
Allow access to public message groups The subscriber can create open
message groups or send messages to open message groups.
Play receipt summary after all messages heard The subscriber hears a
summary after all messages have been heard.
E-mail
Access e-mail messages from voice mail Lets a subscriber retrieve e-mail
messages by phone using the optional e-mail integration feature.
Count e-mail messages in message totals The subscriber hears the total
number of e-mail messages by phone. The subscriber can change
this option by phone, using the setup menu.
Ask for e-mail password Specifies whether the subscriber must enter an
e-mail password before listening to e-mail messages by phone
when using the optional e-mail integration feature. The sub-
scriber still hears a count of e-mail messages, even without enter-
ing the e-mail password.
Forward voice mail to the e-mail system Lets the subscriber automatically
forward voice messages to the subscribers e-mail inbox. Available
only with the optional e-mail integration feature. Always use this
option with Access e-mail messages from voice mail. Do not use
this option with the Receive e-mail notification on new fax/voice
mail option.
Forward faxes to the e-mail system Lets the subscriber automatically for-
ward fax mail from the voice message inbox to the e-mail inbox,
when using the optional e-mail integration feature.
Receive e-mail notification on new fax/voice mail Lets the subscriber
receive notification by e-mail of new voice and fax mail when
using the optional e-mail integration feature. Do not use this
option with the Forward fax/voice mail to the e-mail system
option.
Setting up live
record options for a
subscriber
Live record, available with certain DTMF (dual-tone multi-frequency)
phone system integrations and ViewMail, gives subscribers the option
of recording phone conversations. A subscriber can keep this record-
ing for later reference or redirect it to another subscriber or group of
subscribers. For example, a receptionist can record phone conversa-
tions and direct them to appropriate subscribers. Local laws may
require a periodic beep while a conversation is being recorded. The
phone system provides this beep. (See the Caution on this page.)
If you are using DTMF live record over the phone without ViewMail,
the phone system administrator programs the phone system to enable
live record on subscribers phones. Subscribers begin their live record
session by using a programmed button on their phone, and stop
recording by hanging up or by pressing any touchtone. The recording
is stored in the subscribers voice mailbox. With ViewMail installed,
subscribers have additional options for managing their live record ses-
sions. As system manager, using the Live Record Options page, you
can enable or disable live record for each subscriber, specify the maxi-
mum length of a recording, and specify the extensionsan individual
subscriber canuse for recording. If a subscriber can record at more
than one extension, the list of extensions appears as a selection box
when the subscriber begins a recording.
NOTES
In the Live Record Extensions for View-Mail area, you can type a
range of numbers if you want the subscriber to be able to record at
several sequentially numbered extensions. For example, type
201-211.
When a live record conversation is initiated from a redirected
extension, the system sends the recorded conversation to the mail-
box of the called extension, rather than the redirected extension.
SETTING UP LIVE RECORD OPTIONS FOR A SUBSCRIBER
1 Go to the subscribers Live Record page.
2 Select the Enable live record check box.
3 In the Maximum record time field, type the maximum recording
time in seconds.
4 In the Live Record Extensions for ViewMail group, select either the
subscribers extension, or type a range of extensions.
Enable live record Enables or disables call recording. Guests cannot
record calls.
Maximum record time Accepts the maximum length, in seconds, of a
live record session. The maximum value is 6000 seconds. When a
live record session reaches the maximum record time, the sub-
scriber hears three short beeps.
Live record extensions for ViewMail Accepts the extensions a subscriber
can use to record calls. To allow subscribers to record calls on
their own extensions, select On subscriber's extension or type a
range of extensions, such as 201-211.
Setting up fax
options
A subscribers personal fax mail settings can be changed from the sys-
tem defaults to accommodate individual preferences. Some subscrib-
ers can choose automatic fax delivery to a specific fax machine. Other
subscribers can choose the delivery location individually for each fax.
Subscribers can also ask callers to leave a voice annotation with their
fax.
Fax mail delivery options
Some common default fax mail delivery options include:
The system can deliver faxes to a fax machine immediately upon
arrival, without notifying subscribers.
The system can notify subscribers that they have received fax
mail, but the faxes remain in the fax box until the subscriber
requests delivery.
The system can announce new faxes to subscribers, even if the
caller did not leave a voice annotation.
Callers can leave a voice annotation with a fax, and edit or review
this annotation before sending the fax.
System actions when there is no fax port available
On the Subscriber> Fax page, you can specify the action that you want
the voice messaging system to take when there is no fax port available.
For example, you can have the caller hold, leave a message, or be
routed to another system ID. For automatic fax delivery, you must set
the correct fax number and schedule on the Subscriber> Notification
page. If the Notify subscriber even if there is no voice annotation
field is cleared and no fax delivery schedule is specified, the system
will neither announce nor deliver the fax.
Making recordings for the fax box
In the Fax greeting field, the subscriber can record a greeting for a
personal fax box. This is the recording that a caller hears when
attempting to send a fax to the subscriber. The owner of the fax box
can record the greeting. The Fax intro field contains the recording a
caller hears immediately before the voice messaging system transfers
the call to an available fax port. The subscriber cannot record this
greeting by phone. The system manager can record it at the Web con-
sole.
SETTING UP FAX OPTIONS
To set up voice annotations and voice announcement
1 Go to Subscribers> Fax.
3 For voice annotation, select the Ask for voice annotation check
box.
allow or not allow callers to edit their annotation.
To set up automatic fax delivery
2 Clear the Ask for voice annotation check box.
3 Clear the Allow edits to voice annotation check box.
Fax greeting Contains the greeting for a subscribers personal fax box.
This is the recording a caller hears when attempting to send a fax
to the subscriber. The owner of the fax box can record this greet-
ing.
there is no voice annotation. This field works in combination with
the Ask for voice annotation option.
To set up system actions when there is no fax port available
2 In the No Fax Available group, choose the desired action.
If you select Route to, then type the system ID for where the
call should be routed in the adjacent text box.
If you select Take a message or Hold, then select the appro-
priate action in the After Message or Holding group.
Fax intro Contains the recording a caller hears immediately before the
system transfers the call to an available fax port.
No fax available Determines the voice messaging systems action when
no fax port is available to receive the fax.
Route to Route the call to another system ID. You must enter a valid
Hang up Disconnect immediately, without saying good-bye.
Say bye Play a prompt offering further assistance, pauses, says good-
Hold Allows the caller to hold for a fax port. Voice detect call holding is
not available.
After message or holding
A group of options that determine the action the voice messaging sys-
tem after placing the caller on hold, and the caller either leaves a voice
message or chooses not to remain on hold any longer. You need to set
up these options only if the No Fax Available action is set to either
Take a message or Fax hold.
Enrolling a
subscriber
There are two ways to enroll subscribers. You can either enroll them at
the console by entering their names in the appropriate field of the
Subscriber page, or you can allow subscribers to self-enroll. To allow
self-enrollment you must add subscriber mailboxes with the Require
first-time enrollment option set. This option directs subscribers to
enroll themselves by phone when they first call the system. See the fol-
lowing procedure, To allow a subscriber to self-enroll. When you
enroll subscribers, you can perform the following tasks after general
enrollment is completed:
Delete any unused subscriber mailboxes.
Go through the subscribers in ID Sort order and type the full
name for each subscriber.
To allow a subscriber to self-enroll
1 Go to the subscribers Access Options page.
2 Select the Require first-time enrollment check box.
Adding guests Some subscribers can provide a more personal experience through the
voice messaging system for special clients, contacts, friends, or family.
Rather than be treated as just another caller, they are greeted by name
and given direct access to exchange messages with a host subscriber.
Such people are enrolled on the system as guests of a the host sub-
scriber. A guest is assigned to a particular subscriber, and trades mes-
sages with the host subscriber. Guests are limited to leaving messages
for their host. If a guest wants to leave a message for another sub-
scriber or try an extension, the guest must do so as a caller. In addition,
guests cannot change their voice name or notification options over the
phone. These must be set by the system manager at the console. You
set up the voice name, language, and message notification for a guest
in the same way as for a subscriber. See the appropriate topics in this
chapter for more information.
To add a guest
1 Go to the Guest page.
2 Click the icon.
3 In the Add Guest dialog box, type guests last name, first name,
then a personal ID and select the owner for the guest.
4 Click Add.
5 To add more guests repeat steps 3 and 4.
6 To exit, click Cancel.
To delete a guest
1 Go to the guestss Profile page.
ADDING GUESTS
To delete a guests messages
1 Go to the guestss Profile page.
Training new
subscribers
Subscriber training is a very important part of the training process. It
is crucial that subscribers understand and value the voice messaging
system.
The system has many features, but you do not need to teach them all
at once. Your training will be more effective if you concentrate on the
features essential for using the system. As subscribers become familiar
with the basics or develop special needs, you can provide additional
training.
Keep the following guidelines in mind when designing a training pro-
gram:
Train in small groups. Seven to ten subscribers is a good number.
Hold the training sessions at a convenient time in a place that is
free from interruptions.
Use a speakerphone so that everyone in the room can hear.
Training session setup steps
1 Set up a test subscriber on the system.
2 Record a name and a personal greeting for the test subscriber.
3 Turn off call transfer for the test subscriber.
4 Put a subscriber-to-subscriber message in the test subscribers mail-
box.
For example, record a message that says, Hi, welcome to the
voice messaging system. A subscriber-to-subscriber message is a
message left by one subscriber for another. While listening to a
message, press 3 to hear a menu of quick message actions, such
as deleting the message or replying to it.
5 Prepare copies of the Quick Reference card to distribute at the train-
ing sessions.
For each subscriber, write a name, extension, and personal ID in
the place specified on the Quick Reference card.
6 Set up a message box for questions from subscribers.
Designate one member of your support group to respond to sub-
scribers questions.
TRAINING NEW SUBSCRIBERS
Subscriber training session outline
The training session should cover the basic functions of the voice mes-
saging system and demonstrate to subscribers that the system is easy
to use. Here is a suggested class outline:
1 Distribute the Quick Reference card.
Stress that subscribers will not need this card for day-to-day use
of the system, because the systems prompts will lead them
through the system.
2 Leave a message as a caller.
Turn on the speakerphone and dial the system as a caller. Wait
until most of the opening greeting has played before pressing the
touchtone keys.
If the system has directory assistance, enter the System ID for the
directory and demonstrate how a caller selects a subscriber from
the directory. If the system does not have directory assistance,
dial the extension for the test subscriber. Because call transfer is
turned off, the test subscriber is unavailable. The system plays
the subscribers greeting and offers to take a message. Leave a
simple message such as: Hello, Ms. Jones, this is Sam Smith.
Please call me as soon as you get this message. Thank you. Hang
up.
3 Check messages as a subscriber.
Call the system as the test subscriber to check messages. When
the system answers, enter the test subscribers Personal ID.
Let the system greet you, announce the number of new messages
(there will be two), play the sample message you recorded before
the session, and ask for a reply.
4 Record a short reply.
When the system plays the message you recorded in step 2 and
prompts for a reply, record a short response to the message.
When the system says There are no further messages, press *
(asterisk) three times and hang up.
5 Listen to the test subscribers reply.
Call the system as in step 3, but this time call as yourself and enter
your Personal ID. Listen to the reply from the test subscriber and
hang up.
6 Send a message to another subscriber.
Call the system. When it answers, enter your Personal ID. Press 5,
then follow the instructions to leave a message for the test sub-
scriber. After leaving a brief message, hang up.
7 Stress the importance of using a security code.
A security code protects subscribers from the unapproved use of
their voice mailboxes and protects their businesses from fraudu-
lent use of the voice messaging system. Encourage subscribers to:
Change their security code frequently. Use a code that is easy to
remember but difficult for others to guess.
Never tell anyone their security code or write it down.
Tell the system manager if their Quick Reference card is lost or
stolen.
8 Summarize the entire procedure.
Emphasize that callers just need to listen and enter menu
options. To prove how easy it is to leave a message, ask someone
in the class to leave a message for the test subscriber, and talk the
person through the process.
9 Answer questions and encourage everyone to call the system to
check for new messages.
The day after
The day after the training session, record a group message for all sub-
scribers, asking if there are any problems or questions. If you receive a
message indicating that a subscriber is confused or frustrated with the
voice messaging system, call or visit that person to better understand
the problem and help resolve it.
In addition, protect the voice messaging system from unapproved
access by checking the subscriber directory frequently during the first
few days to ensure that new subscribers are enrolling by phone.
To see who has and has not enrolled, run the user directory report.
Never in the Last contact column indicates that a subscriber has not
enrolled. Contact any subscribers who have not enrolled and encour-
age them to do so as soon as possible. After everyone has enrolled,
delete unused voice mailboxes from the system.
One week after
A week after the training session, leave a group message for all sub-
scribers asking them to call you with any questions or problems.
Yes-and-No conversation
Some subscribers can use the systems Yes-and-No conversation
instead of the menu conversation. You can tell subscribers that the
Yes-and-No conversation is available by leaving a group message or
mentioning the Yes-and-No conversation in the training memo.
Setting up the Yes-and-No conversation is easyjust clear the Use
menu mode conversation check box on the Subscribers Conversation
page for any subscriber who prefers using the Yes-and-No conversa-
tion.
CHAPTER 4: OPERATOR SETUP 118
CHAPTER 4: Operator setup
Operator setup overview..............................................................119
Setting up the operator box system ID, name, or language.............120
Setting up call transfer ................................................................121
Setting up greetings....................................................................125
Setting up actions after greetings.................................................127
Setting how messages are taken for the operator box....................129
Deleting the messages in the operator box ...................................131
Assigning an operator box to a port ..............................................132
Operator setup
overview
The operator box determines how the system handles calls that go to
the operator. The operator box is a type of routing box located in Call
Management.
The operator box defines the operators extension, call transfer set-
tings, and greetings. The operator box also specifies the actions to take
when the operator is not available.
Typically, if the operators extension is available, you want calls trans-
ferred to that extension. If not, the default settings transfer the call to
the public interview box to gather information from the caller. The
operator box plays a greeting only when callers are transferred to or
attempt to reach the operator, and the extension is busy or unan-
swered.
The default settings for the operator box enable the operators exten-
sion to handle the greatest number of calls without tying up ports with
calls holding for the operator.
Perform the following steps to set up how the system handles calls that
go to the operator.
Steps for setting up the operator box
1 Set up the operator ID, voice name and language.
2 Set up call transfer.
3 Set up greetings.
4 Set up actions after greetings.
5 Assign an operator box to a specific port.
Setting up the
operator box
system ID, name, or
language
The operator system ID is the number that callers enter to access the
system operator. Callers can press this number while listening to the
opening greeting, or at any other time the system is listening for an ID,
to be connected to the operator.
The default system ID for the operator box is 0 (zero), but this value
can be changed. The operator system ID does not have to match the
operators actual phone extension. If the ID for the operator box is the
same as the number used to reach a local public network operator,
callers are more likely to remember it.
For the operator box, you can also record a new name and assign a lan-
guage.
To change general operator box settings
1 Go to Call Management> Operator Box. The Operator Box Profile
page will be displayed.
2 In the System ID field, type the desired ID. The default value is 0.
3 In the Voice name field, record a name for the operator box.
4 Select the desired language from the Language list.
System ID Accepts the system ID for the operator box.
Voice name Stores the recorded name for the operator box.
Language Accepts the two-letter code for the language you want callers
to hear when you have a multilingual voice messaging system.
Setting up call
transfer
Once a caller has accessed the operator box by pressing the operator
system ID or by doing nothing during the opening greeting, the opera-
tor box takes control of the call and applies the transfer-greeting-
action rules specified for the box.
The call transfer settings determine how the phone and the voice mes-
saging system interact during a call transfer. These settings apply
when either the Day-transfer to or Night-transfer to option is
selected.
For example, for daytime business hours, you can turn on call transfer
and enter the operators actual phone in the Day-transfer to field. For
nighttime hours, you can turn off call transfer and record a night greet-
ing explaining that the caller has reached your office after normal
business hours.
To set up call transfer
1 Go to Call Management> Operator Box > Call Transfer.
2 If the Day-transfer to option is selected, then in the adjacent
field type the operators extension.
3 If the Night-transfer to option is selected, then in the adjacent
field type the desired system ID.
4 In the Transfer Type list, select the type of call transfer.
NOTE: The Release transfer type is recommended for the operator
box. However, if the operator console does not support unlimited
camp-on calling, use the Await Answer transfer type.
5 If you selected Await Answer or Wait for ringback as the trans-
fer type, then in Wait for rings field, type the number of times
the extension rings before the call is transferred. This setting must
be one less than the number of rings set on the phone system. The
number should not be set to less than three.
6 In the Intro prompt field, if necessary, record a greeting. If a
greeting is not recorded in this field, callers may incorrectly
assume they have been disconnected.
7 If you selected Await Answer or Wait for ringback as the trans-
fer type, select or clear the Allow holding check box to enable or
disable call holding.
8 If you selected Await Answer as the transfer type, then select the
desired options in the Transfer Options group.
SETTING UP CALL TRANSFER
Day-transfer to Turns on call transfer during day mode. Select this field
to turn on call transfer. Then, in the adjacent field, type the exten-
sion where the voice messaging system transfers calls.
Night-transfer to Turns on call transfer during night mode. Select this
field to turn on call transfer. Then, in the adjacent field, type the
extension where the voice messaging system transfers calls.
Call transfer types
Accepts one of the following values to specify how the phone and voice
messaging systems interact during call transfer:
Release Puts the caller on hold, dials the extension, and then releases
the call. To use this setting, the phone system must transfer the
call using the call forward to personal greeting setting. Call hold-
ing and call transfer options are not available with this setting.
Wait for ringback Puts the caller on hold and dials the operators exten-
sion (or other specified extension). If the extension is busy, the
system plays the greeting, then takes the action specified in the
Action section of the page. If answered within the specified
number of rings, the system transfers the call. If the call is unan-
swered, the system releases the call to the phone system. Transfer
options can not be used when this transfer type is selected.
Await Answer Puts the caller on hold and dials the extension. If
answered within the number of rings specified in the Wait for
rings field, the system transfers the call. If the extension is busy
or is unanswered, the system plays the greeting, then takes the
action specified in the Action section of the page. Avoid using this
value when the phone system is set to forward calls for busy
extensions. This transfer type is used when the operator console
cannot support automatic camp-on of multiple calls.
Wait for rings Accepts the number of times the extension rings
before the call is recalled (if Await Answer is the transfer type) or
released (if Wait for ringback is the transfer type). This setting
applies only if the call transfer type is set to Await Answer or
Wait for ringback.
Allow holding Specifies whether you want to allow calls to hold if the
line is busy. This setting applies only if the call transfer type is set
to Await Answer or Wait for ringback. If this option is selected,
then callers can hold or leave a message.
Use VOX holding Specifies that callers can choose to hold by speaking
rather than by entering a digit.
Transfer options
A group of options that determine how transferred calls are routed
through the operator box. To use any of these options except Dial-
tone detection, set the call transfer type to Await Answer.
Gather phone number Asks callers to enter their phone number before
transferring the call. Do not use this option with the Message
screen or Screen options.
Gather account number Asks callers to enter an account number before
transferring the call. Avoid using this option with the Message
screen or Screen values.
Dial-tone detection Checks for a dial tone before transferring the call.
Use this option if the phone system does not provide immediate
disconnect.
Announce Sounds a beep before connecting the caller.
Confirm Checks whether the recipient chooses to take the call before
transferring the call. If the subscriber rejects the call, the system
plays the appropriate greeting and takes the action specified in
the Action section of the page.
Introduce The recipient hears Call for <subscriber's name> before
being connected to the caller. Use this option when more than
one subscriber uses the same phone.
Screen Asks callers to record their name. Before the call is transferred,
the recipient hears Call from <caller's name>. If the subscriber is
not available or rejects the call, the recorded name is not saved.
Do not use this option with the Message screen option.
Message screen Asks callers to record their name. Before the call is
the subscriber is not available or rejects the call, and the caller
leaves a message, the caller's recorded name plays at the begin-
ning of the message. If the caller does not leave a message, the
subscriber receives the caller's recorded name alone as a message.
Do not use this option with the Screen option.
Intro prompt Stores the recorded introduction to the operator box. The
voice messaging system plays this recording before it transfers a
call.
Gather ID intro With either the Gather account number or Gather
phone number call transfer option, plays this custom recording
before call transfer. If there is a recording in this field, the voice
messaging system plays the recording before routing a caller from
outside the voice messaging system to the destination. If there is
no recording in this field, the system plays a prompt from the
Gather ID prompt set.
Setting up
greetings
The operator box greetings are set up in the Greeting section of the
operator box page (available from Call Management> Operator Box>
Greetings). If a transfer to the operators phone extension is not suc-
cessful, the system plays the active greeting and then takes the speci-
fied action.
The voice fields in the Greeting section display how many seconds the
greetings last. If the field contains 0:00, no greeting has been recorded
and the system plays <Voice name> is not available, and skips to the
action specified in the Action section.
To record a name for a language select box, you can use a sound card
and microphone, or establish a phone connection.
To set up greetings
1 Go to Call Management> Operator Box> Greetings.
2 In the Active Greeting section select the desired option.
3 The buttons adjacent to Day/Night greeting field represent the
recordings of those greetings. If the labels on the buttons read
00:00, then no greeting has been recorded. Click the first button
to record the Day greeting.
4 Click the second button to record the Night greeting.
5 If desired, click the button adjacent to Alternate greeting to record
an Alternate greeting.
SETTING UP GREETINGS
Active greeting
Allows you to set the greeting played when the voice messaging system
answers calls.
Day/night greeting Makes the standard day or night greeting active.
When the box is in day mode, makes the standard day greeting
active. When the box is in night mode, makes the standard night
greeting active.
Alternate greeting Makes the alternate greeting active. If the alternate
greeting is active, it is used in both day and night modes.
Setting up actions
after greetings
If the caller does not press any touchtone keys during the operators
greeting, the system takes the action specified in the action After Day
Greeting and After Night Greeting areas of the Operator Box > Greet-
ings page.
The actions for the operator box are the same as for a transaction box.
If the operators extension is busy or does not answer after a set num-
ber of rings, calls go by default to the public interview box.
The public interview box plays a series of questions and records the
callers response. If your system uses the public interview box, set up at
least one subscriber with access to these messages, called public mes-
sages, to ensure that someone will receive them and respond in a
timely manner.
Once the operator has heard a message, the system deletes the mes-
sage according to the setting in the Public hold/archive messages
field on the Public Interview Box page. Messages left in the system
operator box can also be manually deleted before the voice messaging
system deletes them by clicking Delete messages on the Operator
Box> Messages page.
To set up actions after greeting
1 Go to Call Management> Operator Box> Greetings.
2 In the After Day Greeting area select the desired options.
3 If you selected Route to, then in the adjacent field type the sys-
tem extension that you want to transfer the call to. If you want to
send the call to the public interview box, type $PM.
4 In the After Night Greeting area, select the desired options.
After day greeting
Accepts one of the following options for the action taken after playing
the greeting during the day schedule:
Take a message Records a message for the public message box.
tance, pauses, says good-bye, then disconnects.
Route to the operator Routes the caller to the operator box. This setting
is not recommended for use with the operator box.
Restart Returns the caller to the opening greeting box. This setting is
not recommended for use with the operator box.
Route to Routes the call to another system ID. If you choose this
option, enter an ID to route the call to in the adjacent field. Do not
enter the system ID for the operator box.
After night greeting
Accepts the same options as the After Day Greeting area. The selected
option determines what action is taken after playing the greeting dur-
ing the night schedule.
Setting how
messages are
taken for the
operator box
You can control how the system takes messages for the operator box,
including the maximum length of a message, and whether callers can
leave urgent messages for the box. You can also set the action the sys-
tem takes after taking a message for the box.
To set how messages are taken for the operator box
1 Go to Call Management> Operator box> Messages.
2 Select the desired options from the list on the following page.
3 In the After Taking a Message area select an option.
4 Select the desired options from the list on the following page.
5 After each assignment or when you are finished, click the icon
to save.
Allow callers to change messages they just recorded Select this option to
let callers change messages they have just recorded. Clear to pre-
vent changes.
Allow callers to leave urgent messages Select this option to ask unidenti-
fied callers whether to mark a message as urgent. Clear to prevent
unidentified callers from marking messages as urgent.
Mark all messages urgent Select this option to make all messages from
unidentified callers as urgent.
SETTING HOW MESSAGES ARE TAKEN FOR THE OPERATOR BOX
maximum length, in seconds, of a message from an unidentified
caller. This setting applies only if the selected action is Take a
message.
Route to Routes the call to another system ID. If you select this option,
type the system ID or press Search and select a system ID.
Hang up Disconnects without saying good-bye
Say bye Plays a prompt asking if the caller needs further assistance,
pauses, says good-bye, then disconnects.
Deleting the
messages in the
operator box
If necessary, delete all the messages in the operator box.
To delete the messages in operator box
1 Go to Call Management> Operator Box> Profile.
Assigning an
operator box to a
port
Callers who press 0 (zero) while in the voice messaging system can be
routed to a second operator, depending on the port the call came in
on. You can create multiple operators by setting up a new transaction
box for each port. Multiple operators can be used to support systems
with two or more languages, systems shared by two or more busi-
nesses, or other special applications.
For example, you can designate Port 1 to receive all calls that come to
the phone number you advertise as a Spanish-language line. Then,
you can assign the operator box owned by the Spanish-speaking oper-
ator to Port 1.
To assign an operator box to a port
1 Add a transaction box for the second operator and make a note of
the boxs system ID. See Adding a transaction box, on page 136.
2 Go to Call Management> Operator Box.
3 In the Alternate system IDs for special operators on each port
field, type the port number that you attached to the new opening
greeting box, an equal sign (=), and the new boxs system ID. For
example, to assign ports 1 and 2 to system ID 131, type 1-
2=131.
CHAPTER 5: ROUTING BOXES 133
CHAPTER 5: Routing boxes
Transaction box overview.............................................................135
Adding a transaction box .............................................................136
Setting a transaction box name, language or schedule ..................137
Setting call transfer for a transaction box......................................138
Setting up greetings for a transaction box.....................................142
Setting the action after greeting for a transaction box....................144
Setting how messages are taken for a transaction box ..................145
Setting up one-key dialing for a transaction box.............................147
Interview box overview.................................................................148
Planning an interview ..................................................................149
Adding an interview box ...............................................................150
Recording interview box questions................................................151
Setting how messages are taken for an interview box ....................152
Public interview box overview .......................................................154
Language select box overview......................................................155
Adding a language select box.......................................................157
Setting key mapping....................................................................159
Voice detect box overview............................................................161
Adding a voice detect box ............................................................162
Setting a voice detect box name, language or schedule .................163
Setting call transfer for a voice detect box ....................................164
Setting up greetings for a voice detect box....................................168
Setting the action after greeting for a voice detect box...................170
Setting how messages are taken for a voice detect box .................171
Setting a destination ID for speech or silence ...............................173
Setting up voice detect call holding ..............................................174
Setting up a fax box name or language .........................................181
Fax boxes overview .....................................................................180
Setting up fax options .................................................................182
Setting up one-key dialing for a fax box.........................................185
Deleting a routing box .................................................................186
Deleting the messages in a routing box ........................................187
Transaction box
overview
You can use transaction boxes to set up special handling for calls, cre-
ate menus, or play announcements of prerecorded information.
For each transaction box, you can set up call transfer to a phone num-
ber or extension. If the extension is busy or unanswered, the system
plays a greeting for the box, then takes the action you specify (for
example, takes a message or routes the caller to the operator).
Unlike a subscribers directory page, a transaction box can handle call-
ers two different ways, one for day mode, and one for night mode.
Transaction box setup steps
1 Add the transaction boxes.
Decide how many transaction boxes you need, and how callers
will be routed to them. If desired, decide whether to copy settings
from a similar transaction box. Then, add the transaction boxes.
2 Change general transaction box settings.
Choose a name and system ID, record a name, set a language,
and choose a schedule for the box.
3 Change call transfer.
Set the extension where calls are transferred, choose the transfer
type, and set call transfer options, such as call screening.
4 Set up greetings for the transaction boxes.
Either at the console or by phone, record a greeting for each
transaction box.
5 Set the action the system takes after playing the greeting.
Set whether the system takes a message, routes the call to
another box, hangs up, or restarts at the opening greeting.
6 Set how messages are taken.
If the system is set to take a message, specify whether callers can
edit their messages, or mark messages urgent. Specify the action
the system takes after recording the message.
7 Set up one-key dialing.
Set any system IDs where callers can be routed by pressing a sin-
gle touchtone key.
8 Test the voice messaging system.
Call the system and confirm that the system handles calls cor-
rectly for each transaction box.
Adding a
transaction box
Before adding a transaction box, determine who will own the box. The
owner receives messages for the box when you set the box to take mes-
sages. If you delete the owner, the box is automatically deleted. To
speed up the process, you can add several transaction boxes at the
same time.
To add a single transaction box
1 Go to Call Management> Transaction boxes.
2 Click the icon.
3 Select New Transaction Box.
4 Select the owner from the Box For list.
5 Type a name and a system ID for the box.
6 Click Add.
To add a range of transaction boxes
2 Click the icon.
3 Select Range of Transaction Box.
5 Specify the range of system #IDs.
The Start and Stop fields must be completed. The Constant Prefix
and Constant Suffix fields are optional.
6 Click Add.
7 Click Cancel when you are finished adding transaction boxes.
Setting a
transaction box
name, language or
schedule
After you add a transaction box, you must record a name, assign a lan-
guage for multilingual systems, and choose a schedule for the box. If
desired, you can also change the system ID for the transaction box.
To change general transaction box settings
2 Click the icon to find the transaction box.
3 Select the box name or ID, or use the Find by list box to locate
the box name or ID.
4 Click the transaction box name.
5 If you want to change the transaction box name, type a new name
in the Name field.
6 If you want to change the system ID, type a new system ID in the
System ID field.
7 To record a voice name click the button adjacent to Voice name.
8 Select from the desired language from the Language list.
9 Select the desired item from the Schedule list. If you select noth-
ing in the list, the box follows the schedule of the port that
answered the call.
Setting call
transfer for a
transaction box
The call transfer settings determine how the phone system and the
voice messaging system interact during a call transfer.
If call transfer is turned on and Await Answer or Wait for ringback
is the transfer type, the voice messaging system first tries to transfer a
call to the phone or extension listed. If the extension is busy or unan-
swered, the system plays a greeting for the box, and then follows the
after-greeting action specified on the Greetings page.
Transfer types
If call transfer is enabled, then you must also select a call transfer type.
The three call transfer types are defined below. All call transfer types
put the call on hold and then dial the extension. The most common
choice is the Release transfer type. The Await Answer transfer type is
required for setting up call screening and call holding options.
Release After dialing the extension or phone number, the system
releases the call. With busy or unanswered calls, the caller can
leave a message if the phone system is set up to transfer the call by
using call forward to personal greeting. When this transfer type is
selected, the transfer, screening, and holding options are unavail-
able.
Wait for ringback If a call is answered within the number of rings speci-
fied in the Wait for field, the system transfers the call to the
extension. If the call is not answered within the specified number
of rings, the call is released to the phone system.
For unanswered calls, the caller cannot leave a message unless
the phone system transfers the call using call forward to personal
greeting.
For busy calls, the system plays the greeting, then takes the after-
greeting action.
When this transfer type is selected, some transfer options are
unavailable. This call transfer type is not supported with phone
systems that use DTMF call progress.
Await Answer If the call is answered within the number of rings speci-
extension. If busy or not answered, the system plays the greeting
and then takes the after-greeting action.
Allow Holding Select this option to allow callers to choose to hold, leave
a message, or try another extension.
SETTING CALL TRANSFER FOR A TRANSACTION BOX
Use VOX Holding Allows callers to hold by speaking rather than by
entering a digit.
Transfer options
You can set additional transfer options to control how calls are trans-
ferred to the extension. For example, the system can play a beep or ask
a caller to record a name before transferring the call. Some options
may not be available, depending on the phone system or call transfer
type chosen.
transferring the call.
transferring the call.
Dial tone detection Checks for a dial tone before transferring the call.
disconnect.
Announce transfer Sounds a beep before connecting the caller.
Confirm before transfer Lets the recipient choose whether to take the
call before the call is transferred. If the subscriber rejects the call,
the system plays the appropriate greeting and takes the after-
greeting action.
Introduce caller The recipient hears Call for <transaction box name>
transferred, the recipient hears Call from <caller's name>. If the
subscriber is not available or rejects the call, the recorded name is
not saved. You cannot use this option with the Record and save
callers name option.
the call is transferred, the subscriber hears Call from <caller
name>. If the caller leaves a message, the caller's recorded name
plays at the beginning of the message. If the caller does not leave a
message, the subscriber receives the caller's recorded name alone
as a message.
To change call transfer for a transaction box
1 Go to Call Management> Transaction boxes> Call Transfer.
2 To enable Day transfers, select the Day transfer to check box. In
the adjacent field, type the extension where the voice message
system transfers calls.
3 To enable Night transfers, select the Night transfer to check box.
In the adjacent field, type the extension where the voice message
4 From the Transfer Type list, select the desired transfer type.
5 In the Wait for rings field, specify the number of times the
extension rings before the call is transferred.
NOTE: This is required only if the call transfer type is Await
Answer or Wait for ringback.
6 Next, set whether the box will allow Call holding. Call holding is
only available when call transfer is turned on, the call transfer
type is set to either Await Answer or Wait for ringback, and the
Allow Holding check box is selected.
7 If desired, select Use VOX holding. This option enables callers to
hold by speaking rather than by entering a digit.
8 Next, select the Transfer options. You can select one or several
Transfer options.
Introduction Click the button adjacent to Intro prompt to record
the transaction boxs introduction. The voice messaging system
plays this recording before it transfers a call to the transaction
box.
Prompt to gather ID/phone number Click the button adjacent to
Prompt to gather ID/phone number to record the custom
recording. Use either the Gather account number or Gather
phone number call transfer options. If there is a recording in this
field, the voice messaging system plays the recording before rout-
ing a caller from outside the voice messaging system to the desti-
nation. If there is no recording in this field, the system plays a
prompt from the Gather ID prompt set.
Setting up
greetings for a
transaction box
Transaction box greetings are stored on the Greetings page for the
transaction box. If call transfer is turned off, or if the extension is busy
or unanswered, the system plays the active greeting. The system then
takes the after-greeting action specified on the Greetings page.
The Active Greeting area sets whether the box plays a day or night
greeting, or an alternate greeting.
The numeric fields on the Greetings page display how many seconds
each greeting lasts. If a field contains 00:00, no greeting has been
recorded. In this case, the system plays a default greeting, then takes
the after-greeting action.
The first procedure below describes how to record the transaction box
greeting from any touchtone phone. Only the transaction box owner
can change the greetings by phone.
NOTE: If the voice messaging system uses numeric access, the owner will
not be able to record the greeting by phone when the system ID for the
routing box contains a $ (dollar sign) symbol or any symbol not found
on a phone keypad.
The second procedure below explains how to record greetings from
the Repartee Web console. To record transaction box greetings at the
Web console, you can use a sound card and microphone, or a phone.
To record transaction box greetings by phone
1 Call the system, and enter the transaction box owners personal ID
and security code.
2 Press 5 to leave a message.
3 Spell the first three letters of the box name, or enter the system ID.
The system tells you which greeting is currently active.
4 Follow the prompts to record the standard day and night greet-
ings, to record an alternate greeting, or to switch between the
standard and alternate greetings.
5 Repeat steps 2 through 4 to record all three transaction box greet-
ings.
SETTING UP GREETINGS FOR A TRANSACTION BOX
To record transaction box greetings from the Web console
1 Go to Call Management> Transaction boxes> Greetings.
2 To record the Day greeting, click the first button adjacent to Day/
Night greeting.
3 To record the Night greeting, click the second button adjacent to
Day/Night greeting.
4 To record the Alternate greeting, click the button adjacent to
Alternate greeting.
Setting the action
after greeting for a
transaction box
If a caller does not press any touchtone keys during the transaction
box greeting, the system takes the after-greeting action specified on
the Greetings page.
Action Types
The system can take one of the following actions. You can set different
actions for the Day mode and Night mode.
Take a message Lets callers leave a message in the owners mailbox.
Take a message for group Records a message for the members of a mes-
sage group.
Route to operator Routes callers to the operator box.
Route to Routes callers to a specified box.
pauses, says good-bye, and then disconnects.
1 Go to Call Management> Transaction Boxes> Greetings.
2 In the After Day Greeting group and After Night Greeting group,
select the desired options.
NOTES
If you select Take a message for a group or Route to, then
either specify the system ID you want or click Search to locate
your selection.
If you select Take a message, then in the Maximum message
length to record for an identified caller field on the Messages
page, type the appropriate value.
Setting how
messages are
taken for a
transaction box
You can control how the system takes messages for the transaction
box, including the maximum length of a message, and whether callers
can leave urgent messages for the box. You can also set the action the
system takes after taking a message for the box.
To set how messages are taken for a transaction box
1 Go to Call Management> Transaction Boxes> Messages.
2 Select the desired message options.
3 Select the desired After Taking a Message options.
vent changes.
Mark all messages urgent Select this option to mark all messages from
message.
SETTING HOW MESSAGES ARE TAKEN FOR A TRANSACTION BOX
type the system ID or click Search and select a system ID.
Setting up one-key
dialing for a
transaction box
With one-key dialing, you can offer callers a menu of choices. One-key
dialing enables you to use a single touchtone key (from 0 to 9) to repre-
sent the full system ID for a subscribers extension ID or any routing
box. Instead of entering the full system ID, the caller just presses a sin-
gle key.
Callers can bypass one-key dialing. You can set the system to pause a
certain number of seconds for additional touchtones before routing
the call according to the one-key dialing menu. These pauses allow
callers to press full system IDs to bypass one-key dialing, even during a
greeting. You specify how long the system waits between touchtones
using the One-key delay field on the One-Key Dialing page.
To set up one-key dialing for a transaction box
1 Go to Call Management> Transaction Boxes> One-Key Dialing.
2 Choose the key you want to assign and in the corresponding field
type the desired system ID or click Search to locate your selec-
tion. Repeat these steps for each key you want to assign.
3 In the One key delay field, enter number of seconds you want
the voice messaging system to wait for additional touchtones
before taking action.
NOTE: Rerecord the transaction box greeting to describe the menu of
one-key dialing options to callers.
Interview box
overview
Interview boxes provide information to or collect information from
callers, even during nonbusiness hours. For example, a business could
use interview boxes to take sales orders or to conduct market research.
An interview box can contain up to 20 questions or announcements.
Each interview box has an owner, a name, and a system ID. If you
delete the owner, the interview box is automatically deleted.
If you are collecting information, set up the interview box to record
responses to interview questions. The system beeps after each question
to prompt callers to respond, and you can set the maximum recording
length of each response to a question. When the interview box owner
retrieves the messages, the owner hears the callers replies with a beep
separating each response.
Interview box setup steps
1 Plan the interview.
Decide how callers will reach the interview box. Write the text of
the questions, and decide how long a callers response can last
for each question.
2 Add the interview box.
Choose a name and system ID, set the language, and record a
name for the box.
3 Record the interview questions.
To record each question in the interview, you can use a sound
card and microphone or a phone.
4 Set how messages are taken.
Set whether callers can mark their messages urgent, and how the
system handles the call after the interview.
5 Test the interview.
Call the system and confirm that the system handles the call cor-
rectly.
Planning an
interview
Before you set up an interview box, it is helpful to write out the text of
the questions. For each question, decide the number of seconds a
callers response can last. The questions can include introductory
statements or other information. It is also helpful to decide how a
caller will be routed to the interview box. A caller can be routed to an
interview box in any of the following ways:
As the after-greeting action for another routing box (for example,
a transaction box, subscriber box, or opening box), you can route
a caller to the interview box system ID.
On the One-Key Dialing page for a transaction box, you can set up
a one-key dialing menu, where the system ID for the interview
box is assigned to a single touchtone key.
The caller can press the system ID for the interview box. In this
case you should include the system ID in the opening greeting so
that callers know how to reach the interview box.
Availability of interview box messages
Ordinarily, messages left in an interview box are available only to the
owner of the box. However, there are two ways to set up an interview
box to collect information for more than one person. You can use the
public interview box or group messaging.
The public interview box is an interview box with messages available
to all subscribers with public message access. Make sure that at least
one subscriber has access to these messages.
With group messaging, messages to the interview box are automati-
cally sent to all members of a specified group. The system uses the
Send message to group field on the Messages page to send responses
to all members of the group.
Adding an
interview box
After you add an interview box, you need to record the questions, and
set up how the system takes messages for the interview box.
To record a name for an interview box, you can use a sound card and
microphone or a phone.
To add an interview box
1 Go to Call Management> Interview Boxes.
2 Click the icon.
3 Type a name and ID for the interview box.
4 Select an owner from the Box For list.
5 Click Add.
Recording
interview box
questions
After you add a new interview box, record the questions and set the
maximum time callers have to respond to each question.
To record interview box questions, you can use a sound card and
microphone or a phone.
To record interview box questions
2 Select the Interview box or use the Find by list box to locate the
interview box.
3 For language setting select an item from Language list box.
5 Click Questions.
6 In the first Question field, record the first interview box question
by clicking on button adjacent to the question number.
7 To make the first question an introduction, set the Reply Time
Limit field to 0 (zero) seconds so that the interview proceeds
immediately from the introduction to the first question.
8 In the subsequent Question fields, record the remaining ques-
tions. For each question, in the Reply field, type an appropriate
amount of time (in seconds) for the callers response.
Setting how
messages are
taken for an
interview box
You can set how the system stores messages for an interview box. The
replies to all the questions are contained in a single message.
To set how messages are taken for an interview box
2 Select the interview box or use the Find by list box to locate the
interview box.
3 Go to Call Management> Interview Boxes> Messages.
4 To enable an unidentified caller to leave an urgent message select
Allow callers to leave urgent messages.
5 In the After Taking a Message group select an option.
6 Type the system ID for the group you want to receive the mes-
sages in the Send to group field, or click Search to locate your
selection.
fied callers whether to mark the message as urgent
Mark all messages as urgent Select this option to mark all messages
from unidentified callers as urgent.
SETTING HOW MESSAGES ARE TAKEN FOR AN INTERVIEW BOX
Public interview
box overview
The public interview box is a special interview box in Routing Boxes>
Interview Boxes. Messages left in the public interview box are public
messages. Public messages are available to all subscribers with public
message access. The voice messaging system can have only one public
interview box.
Typically, the public interview box is used to handle calls that are
intended for the operator but go unanswered. The public interview
box asks a caller for his or her name, phone number, and a brief mes-
sage. However, the use of this box is not restricted to this purpose only.
You set up the public interview box in the same way you set up a regu-
lar interview box.
The public interview box ID
The public interview box comes with a default system ID of $PM. You
can change this ID, but you cannot delete the public interview box or
add a new one. If you do change the system ID, you must also change
all references to the new ID. This system ID is typically referenced by
the opening box and the operator box.
Message notification for public messages
System managers and operators may not want the system to call them
or light their message waiting lamps when the only messages they
have waiting are public messages. You can clear the Receive notifica-
tion for public messages access option for system managers and
operators to have the system light their message waiting lamps only
when they have new messages specifically addressed to them.
Message deletion for public messages
You can delete messages from the public interview box in the same
way you delete messages from a regular interview box. However, it is best
to delete messages from the public interview box at a time when there
is little call traffic on the system. If the box has a very large number of
messages, the system may not be able to answer calls for several min-
utes. If you must delete public interview box messages while calls are
coming in, forward all voice messaging lines to the operator so that all
calls can be answered.
Language select
box overview
A language select box is a type of routing box that lets outside callers
choose the language they hear during the system conversation. You
can use language select boxes only when the voice messaging system
has more than one language installed.
You can set up a language select box to assign languages to one-key
dialing choices. In conjunction with a voice detect box, you can set up
a language select box to assign a language to callers automatically.
That way, even outside callers without touchtone phones can hear the
system conversation in their language.
By creating one or more language select boxes, you can set up a multi-
lingual system without needing to answer each port in a different lan-
guage.
Each language select box has a name, a system ID, and the system
manager as its owner. Only a system manager can add or change lan-
guage select boxes. Language select boxes cannot be changed by
phone.
Language select call transfer type
In most cases, it is best to use the Await Answer call transfer type
throughout the system when you create language select boxes. Using
this setting ensures that an outside callers choice is retained through-
out the call.
If call transfer is set to Await Answer, the voice messaging system mon-
itors the entire progress of a call.
With the Release or Wait for ringback call transfer types, the voice mes-
saging system does not monitor the progress of the call. On phone sys-
tems that do not include information about where a call is transferred
from, the system can ask the caller to choose the language again or the
system might not play prompts in the callers selected language.
Assigning a language to callers without touchtones
Even if many callers do not have touchtone phones, you can use lan-
guage select boxes. On the Key Map page of the language select box,
set the None key to the language automatically assigned to callers
who do not press a touchtone during the greeting. You can also set the
action the system takes for these callers, usually Route to operator.
LANGUAGE SELECT BOX OVERVIEW
Setting the restart ID for each language
If you use language select boxes, you need to set how the system
restarts calls for each language offered. Otherwise, an outside caller
may reach a language select box more than once during a call, and be
asked to choose a language again. You set the restart IDs for each lan-
guage on the General page of the opening greeting box.
There are two ways the system restarts a call:
When a caller reaches a box with the Restart action selected.
When a caller presses the # (pound) key after hearing the Say
bye prompt.
On systems with only one language, the system restarts calls by return-
ing callers to the opening greeting box. Systems with more than one
language should restart callers at a box with recordings in the callers
selected language. This box can be another voice detect box, a transac-
tion box, a directory menu or group, the operator for their language,
another opening box, or any other valid system ID.
Language select box setup steps
1 Add the language select box.
Set the box name, system ID, introductory recording, and how
the system listens for touchtones on the language select box.
2 Record instructions that tell callers how to choose a language.
Record instructions in the opening greeting that explain how to
hear the system conversation in a particular language.
3 Set the restart ID for each language.
To avoid requiring callers to choose a language more than once
during a call, set the restart ID for each language on the system.
4 Set up the opening greeting.
Route callers to the language select box from the opening greet-
ing.
Adding a language
select box
On a multilingual voice messaging system, you can add a language
select box to let callers choose the language they want to hear. If you
expect to receive a substantial number of calls in a particular lan-
guage, you can assign that language to a dedicated port.
To record a name for a language select box, you can use a sound card
and microphone, or establish a phone connection.
To add a language select box
1 Go to Call Management> Language Boxes.
2 Click the icon. This will display the Add Language Boxes dialog.
3 Type a name and ID for the new language box.
4 Click Add.
5 Click Done. The profile page for the language box will then be
displayed.
6 If you want to change the language box name, type the new name
in the Name field.
7 If you want to change the system ID, type the new system ID in
the System ID field.
8 To record an introduction, click the button adjacent to Introduc-
tion.
9 In the One-key delay field, select the length of the pause allowed
for callers to bypass the one-key dialing options in order to enter
system IDs. Typically, this is a 1 or 2 second delay.
10 In the Wait for Touch Tones field, select the time, in seconds,
that you want the voice messaging system to wait after a caller
presses a key.
ADDING A LANGUAGE SELECT BOX
11 In the Repeat greeting field, select the number of times that the
system repeats the introduction and greetings if there is no
response from the caller. After repeating the recordings the speci-
fied number of times, the system assigns the language and takes
the action specified in the No TT field on the Key Map page.

Setting key
mapping
Use the Key Map page to record instructions that tell callers how to
choose their language, and set the action the system takes for each
language selection.
You can make up to 10 different recordings, one for each number on
the phone keypad. Each recording should be in the same language as
specified in the Language list for the key.
To set key mapping
1 Go to Call Management> Language Boxes> Key Map.
2 To record a greeting for a key click the corresponding greeting
button. After the greeting is recorded, the button will display the
duration of the recording.
Use this field to record a greeting that tells callers the digit to
enter to select this language.
3 For each language, in the Action field, select the action that you
want the system to take if a caller selects this language.
4 In the No TT field, select the language that callers will hear if
they do not make any selection.
Route to Routes the caller to another system ID. If you select this
option, type the system ID or click Search and select a system
ID.
SETTING KEY MAPPING
Voice detect box
overview
If your phone system or service area includes callers without touch-
tone access, and the voice messaging system is not set up to detect dial
pulses, you can offer menus and directories to callers through voice
detection. In voice detection, the system listens for spoken sound and
silence, not touchtones.
A voice detect box is a type of routing box that lets callers make a
choice by speaking instead of pressing a touchtone key. You can also
combine voice detect boxes with interview boxes to collect informa-
tion from callers.
Each system has one sample voice detect box already set up. Each
voice detect box has a name, a system ID, and an owner. If you delete a
subscriber from the system, any voice detect boxes owned by that sub-
scriber are also deleted.
Voice detect call holding
You can also set up voice detect call holding for a voice detect box.
With this option, callers say Yes or nothing instead of pressing a key
to indicate that they want to hold for a busy extension. Voice detect
call holding is available on voice detect boxes, transaction boxes, the
operator box, and for individual subscribers.
Voice detect setup steps
1 Plan the voice detect application.
Decide how many voice detect boxes you need, and how callers
will be routed to them.
2 Add the voice detect boxes.
Add the voice detect boxes, then set up call transfer, greetings,
actions, and message-taking for the boxes. Follow the same basic
procedures as for setting up transaction boxes.
3 Set up the opening greeting.
Set the opening greeting box to route callers to the first voice
detect box.
4 Test the voice messaging system.
Call the system and confirm that the system handles the call cor-
rectly, when you say Yes and when you remain silent.
Adding a voice
detect box
You can only add voice detect boxes one at a time. You cannot add a
range of voice detect boxes.
To add a voice detect box
1 Go to Call Management> Voice Detect Boxes.
2 Click the icon. This will display the Add Voice Detect Boxes dia-
log.
3 Type a name and ID for the new voice detect box.
4 Click Add.
Setting a voice
detect box name,
language or
schedule
After you add a voice detect box, you need to record a name, assign a
language for multilingual systems, and choose a schedule for the box.
If desired, you can also change the system ID for the voice detect box.
To record a name for a voice detect box, you can use a sound card and
microphone, or establish a phone connection.
To change general voice detect box settings
1 Go to Call Management> Voice Detect Boxes.
2 Click the icon to find the desired voice detect box.
the box name or ID.
4 Click the voice detect box name.
5 If you want to change the voice detect box name, type a new name
in the Name field.
System ID field.
7 To record a voice name click the adjacent button.
8 Select from the desired language from the Language list.
9 Select the appropriate item from the Schedule list. If you select
nothing in the list, the box follows the schedule of the port that
answered the call.
Setting call
transfer for a
voice detect box
The call transfer settings determine how the phone system and the
voice messaging system interact during a call transfer.
If call transfer is turned on and Await Answer or Wait for ringback
is the transfer type, the voice messaging system first tries to transfer a
call to the phone or extension listed. If the extension is busy or unan-
swered, the system plays a greeting for the box, and then follows the
after-greeting action specified on the Greetings page.
Transfer types
If call transfer is enabled, then you must also select a call transfer type.
The three call transfer types are defined below. All call transfer types
put the call on hold and then dial the extension. The most common
choice is the Release transfer type. The Await Answer transfer type is
required for setting up call screening and call holding options.
fied in the Wait for field, the system transfers the call to the exten-
sion. If busy or not answered, the system plays the greeting and then
takes the after-greeting action.
SETTING CALL TRANSFER FOR A VOICE DETECT BOX
of rings, the call is released to the phone system.
For unanswered calls, the caller cannot leave a message unless
greeting.
For busy calls, the system plays the greeting, and then takes the
after-greeting action.
When this transfer type is selected, some transfer options are
unavailable. This call transfer type is not supported with phone
systems that use DTMF call progress.
able.
Allow Holding Select this option to allow callers to choose to hold, leave
a message, or try another extension.
Use VOX Holding Allows callers to hold by speaking rather than by
entering a digit.
Transfer options
You can set additional transfer options to control how calls are trans-
ferred to the extension. For example, the system can play a beep or ask
a caller to record a name before transferring the call. Some options
may not be available, depending on the phone system or call transfer
type chosen.
transferring the call. Do not use this option with the Record and
save callers name, or Record callers name option.
transferring the call. Do not use this option with the Record and
save callers name, or Record callers name option.
Dial tone detection Checks for a dial tone before transferring the call.
disconnect.
Announce transfer Sounds a beep before connecting the caller.
Confirm before transfer Lets the recipient choose whether to take the
call before the call is transferred. If the subscriber rejects the call,
the system plays the appropriate greeting and takes the after-
greeting action.
Introduce caller The recipient hears Call for <transaction box name>
transferred, the recipient hears Call from <caller's name>. If the
subscriber is not available or rejects the call, the recorded name is
not saved. You cannot use this option with the Record and save
callers name option.
the call is transferred, the subscriber hears Call from <caller
name>. If the caller leaves a message, the caller's recorded name
plays at the beginning of the message. If the caller does not leave a
message, the subscriber receives the caller's recorded name alone
as a message. You cannot use this option with the Record callers
name option.
To change call transfer for a voice detect box
1 Go to Call Management> Voice Detect Boxes> Call Transfer
2 To enable Day transfers, select the Day transfer to check box. In
the adjacent field, type the extension where the voice message
3 To enable Night transfers, select the Night transfer to check box.
In the adjacent field, type the extension where the voice message
4 From the Transfer Type list, select the desired transfer type.
5 In the Wait for rings field, specify the number of times the
extension rings before the call is transferred.
NOTE: This is required only if the call transfer type is Await
Answer or Wait for ringback.
6 Next, set whether the box will allow call holding. Call holding is
only available when call transfer is turned on, the call transfer
type is set to either Await Answer or Wait for ringback, and the
Allow Holding check box is selected.
7 If desired, select Use VOX holding. This option enables callers to
hold by speaking rather than by entering a digit.
8 Next, select the Transfer options. You can select one or several
Transfer options.
9 Click the button adjacent to Intro prompt to record the voice
detect boxs introduction. The voice messaging system plays this
recording before it transfers a call to the voice detect box.
Setting up
greetings for a
voice detect box
Voice detect box greetings are located on the Greetings page. If call
transfer is turned off, or if the extension is busy or unanswered, the
system plays the active greeting. The system then takes the after-greet-
ing action specified on the Greetings page.
The Active Greeting group sets whether the box plays a day or night
greeting, or an alternate greeting.
The numeric fields on the Greetings page display how many seconds
each greeting lasts. If a field contains 00:00, no greeting has been
recorded. In this case, the system plays a default greeting, then takes
the after-greeting action.
The first procedure below describes how to record the voice detect box
greeting from any touchtone phone. Only the voice detect box owner
can change the greetings by phone.
NOTE: If the voice messaging system uses numeric access, the owner will
not be able to record the greeting by phone when the system ID for the
routing box contains a $ (dollar sign) symbol or any symbol not found
on a phone keypad.
The second procedure below explains how to record greetings from
the Repartee LX Web console. To record voice detect box greetings on
the console, you can use a sound card and microphone, or establish a
phone connection.
To record voice detect box greetings by phone
1 Call the system, and enter the voice detect box owners personal
ID and security code.
2 Press 5 to leave a message.
3 Spell the first three letters of the box name, or enter the system ID.
The system tells you which greeting is currently active.
4 Follow the prompts to record the standard day and night greet-
ings, to record an alternate greeting, or to switch between the
standard and alternate greetings.
5 Repeat steps 2 through 4 to record all three voice detect box greet-
ings (standard day greeting, standard night greeting, and alternate
greeting.
SETTING UP GREETINGS FOR A VOICE DETECT BOX
To record voice detect box greetings from the Web console
1 Go to Call Management> Voice detect boxes> Greetings.
2 To record the day greeting, click the first button adjacent to Day/
Night greeting.
3 To record the night greeting, click the second button adjacent to
Day/Night greeting.
4 To record the alternate greeting, click the button adjacent to
Alternate greeting.
Setting the action
after greeting for a
voice detect box
If a caller does not press any touchtone keys during the voice detect
box greeting, the system takes the after-greeting action specified on
the Greetings page.
Action Types
The system can take one of the following actions:
Take a message Lets callers leave a message in the box owners mailbox.
Take a message for group Records a message for the members of the
specified message group.
Route to operator Routes callers to the operator box.
Route to Routes callers to a specified box.
pauses, says good-bye, and then disconnects.
1 Go to Call Management> Voice Detect Boxes> Greetings
2 In the After Day Greeting group and After Night /Greeting group,
select the desired options.
NOTE: If you select Take a message for a group or Route to, then
either specify the system ID you want or click Search to locate
your selection.
Setting how
messages are
taken for a voice
detect box
You can control how the system takes messages for the voice detect
box, including the maximum length of a message, and whether callers
can leave urgent messages for the box. You can also set the action the
system takes after taking a message for the box.
To set how messages are taken for a voice detect box
1 Go to Call Management> Voice Detect Boxes> Messages.
2 Select the desired message options.
3 In the After taking a message group select an option.
vent changes.
Mark all messages urgent Select this option to mark all messages from
message.
SETTING HOW MESSAGES ARE TAKEN FOR A VOICE DETECT BOX
Setting a
destination ID for
speech or silence
To set up a voice detect box, you follow the same procedures described
for transaction boxes to change general settings, call transfer, greet-
ings, actions after greetings, and how messages are taken. However, in
contrast to a transaction box, for a voice detect box you must also
specify the system IDs where callers are routed if they speak or remain
silent.
To limit phantom calls to the operator, when you set up a voice detect
box, do not set the system to route callers to the operator if they
remain silent. Instead, route callers to another box with the action
after greeting set to Hang up or Say bye.
To set the system ID where callers are routed from a voice detect box
1 Go to Call Management> Voice Detect Boxes> Voice.
2 To set voice routing, type the system ID you want in the text box
next to the After the caller speaks, route to option, or click
Search and then select the routing destination.
3 To set silent routing, type the system ID you want in the text box
next to the If the caller remains silent, route to option, or click
Search and then select the routing destination.
Setting up voice
detect call holding
Voice detect call holding lets callers hold for a busy extension by say-
ing Yes or by remaining silent, instead of pressing a key. Call holding
is only available when call transfer is turned on, the call transfer type is
set to either Await Answer or Wait for ringback, and the Allow Hold-
ing check box is selected.
You can set voice detect call holding on any Transfer page that has the
Use VOX holding check box. For example, you can set up voice
detect call holding for subscribers, transaction boxes, the operator, or
voice detect boxes.
Setting up the
public fax box
The public fax box provides fax detect, routing, and notification for
incoming faxes. This eliminates the need for a separate dedicated
phone line for the fax machine.
NOTE: For the public fax box to work, you must set up fax port exten-
sions on System> Confgiruation> Access numbers, in the Fax port sta-
tions field. See the Installation Guide for details.
The public fax settings apply to both manual and automatic fax calls.
For manual faxes, callers dial your organizations phone number from
the phone keypad on their fax machines, and listen to the progress of
their calls on a speaker or handset. When the voice messaging system
answers, callers press the system ID for the public fax box, and can
record a voice message about the fax. Callers then press the Send or
Start key to send the fax when they hear your fax machines tone.
For automatic faxes, callers set their fax machines to dial your organi-
zations phone number automatically. Callers do not have to monitor
the progress of the call. The voice messaging system automatically
detects the incoming fax tone, and routes the call to the fax machine.
Using the settings in the public fax box, you can:
Set the extension that fax calls are transferred to.
Change the call transfer type and number of rings allowed.
Determine the systems response if the fax extension is busy or
does not answer.
Give a caller sending a manual fax the option to hold.
Instruct the system to send a public message when a fax call is
transferred.
NOTE: For systems with ActiveFax installed, you can receive automatic
public faxes on a fax port with no additional setup. To do this, on the
Routing Boxes> System Boxes> Public Fax Box> Call Transfer page, clear
the Transfer to field. The voice messaging system routes any incoming
public faxes to an available fax port.
To set up the public fax box
1 Connect the fax machine to a phone extension. Note the exten-
sion number.
2 Go to Call Management> Public Fax Box > Profile.
3 To record a voice name click the button next to Voice name.
SETTING UP THE PUBLIC FAX BOX
To set up the public fax call transfer
1 Connect the fax machine to a phone extension. Note the exten-
sion number.
2 Go to Public Fax Box> Call Transfer and enable call transfer to the
phone extension connected to the fax machine.
3 Select the transfer type and the number of rings to wait.
4 Select the Allow holding check box to give a caller sending a
manual fax the option to hold.
extension. If busy or not answered, the system plays the greeting
and then takes the after-greeting action.
of rings, the call is released to the phone system. For unanswered
calls, the caller cannot leave a message unless the phone system
transfers the call using call forward to personal greeting. For busy
calls, the system plays the greeting, and then takes the after-greet-
ing action. When this transfer type is selected, some transfer
options are unavailable. This call transfer type is not supported
with phone systems that use DTMF call progress.
able.
To set the public fax action if the fax extension does not answer or is busy
1 Go to Public Fax Box> Action.
2 Select the action the voice messaging system is to perform if the
fax extension does not answer or is busy.
To set up the public fax announcement
1 Go to Public Fax Box> Action.
2 Select the desired Announcement option.
Route to Routes the caller to another system ID. If you select this
option, type the system ID or click Search and select a
systemID.
Always Prompts the caller to record a message, and sends a public
notification message when the fax call is transferred.
Voice Prompts the caller to record a message, and sends a public noti-
fication message when the fax call is transferred only if the caller
records a voice name.
Never Does not prompt the caller to record a message, and does not
send a public notification message when the fax call is trans-
ferred.
Post Only sends a public notification message when the fax call is
transferred.
Fax boxes overview In addition to subscribers personal fax boxes, the voice messaging
system can have fax boxes for receiving faxes routed to a particular
system ID. You can use these fax boxes for special purposes, such as
collecting fax rsums from job applicants or incoming orders for a
sales order department. These additional fax boxes are assigned to an
owner. The set up procedures and options for these fax boxes are simi-
lar to those for personal fax boxes. As with personal fax boxes, you can
add voice annotation and voice announcement options for special
purpose fax boxes.
To add fax boxes
1 Go to Call Management> Fax Boxes.
2 Click the icon.
3 Type a name and a system ID for the box.
5 Click Add.
Setting up a fax
box name or
language
After you add a fax box, you can record a name and assign a language
for multilingual systems for the box. If desired, you can also change
the system ID for the fax box.
To record a name for a fax box, you can use a sound card and micro-
phone, or establish a phone connection.
To change general fax box settings
1 Go to Call Management> Fax Boxes.
2 Click the icon to find the desired fax box.
the box name or ID.
4 Click the fax box name.
5 If you want to change the fax box name, type a new name in the
Name field.
System ID field.
7 To record a voice name, click the button next to Voice name.
8 Select the desired language from the Language list.
Setting up fax
options
The Fax intro field contains the recording a caller hears immediately
before the voice messaging system transfers the call to an available fax
port. You can specify the action that you want the voice messaging sys-
tem to take when there is no fax port available. For example, you can
have the caller hold, leave a message, or be routed to another system
ID. In the Greeting field, the owner can record a greeting for the fax
box. This is the recording a caller hears when attempting to send a fax
to the fax box.
To set up fax options
1 Go to Call Management> Fax Boxes> Voice Annotation.
2 To record an introduction, click the button adjacent to Fax intro.
3 Select an option from the No Fax Available group to specify the
action that you want the voice messaging system to take when
there is no fax port available.
4 Select an option from the After Taking a Message or Holding
group to specify the action that you want the voice messaging sys-
tem to take when the caller leaves a message or is holding.
5 To record a greeting, click the button next to Greeting.
Fax intro Contains the recording a caller hears immediately before the
system transfers the call to an available fax port.
No fax available A group of options that specifies the voice messaging
systems action when no fax port is available to receive the fax.
Route to Routes the call to another system ID. You must enter a
valid system ID in the adjacent text box.
Say bye Plays a prompt offering further assistance, pauses, says
good-bye, and then disconnects.
Hold Allows the caller to hold for a fax port. Voice detect call hold-
ing is not available.
After taking a message or holding A group of options that specifies the
action of the voice messaging system after having placed the
caller on hold, and when the caller either leaves a voice message
or chooses not to remain on hold any longer. You need to select
one of these options only if the No fax available action is set to
either Take a message or Hold.
Route to Routes the call to another system ID. You must enter a
valid system ID in the adjacent text box.
Say bye Plays a prompt offering further assistance, pauses, says
good-bye, and then disconnects.
Greeting Contains the greeting for the fax box. This is the recording a
caller hears when attempting to send a fax to the fax box.
To set up voice annotations
1 Go to Call Management> Fax Boxes> Voice Annotation.
3 For voice annotation, select the Ask for voice annotation
check box.
allow or prevent callers from editing their annotation.
5 Select the Notify subscriber even if there is no voice annotation
check box if you want the subscriber to receive fax notifications
even if the callers do not leave voice annotations with faxes.
there is no voice annotation. This field works in combination with
the Ask for voice annotation field.
Setting up one-key
dialing for a fax box
With one-key dialing, you can offer callers a menu of choices. One-key
dialing enables you to use a single touchtone key (from 0 to 9) to repre-
sent the full system ID for a subscribers extension ID or any routing
box. Instead of entering the full system ID, the caller just presses a sin-
gle key.
To set up one-key dialing for a fax box
1 Go to Call Management> Fax Boxes> One-Key Dialing
2 Choose the phone key you want to assign and in the correspond-
ing field type the desired system ID. You can also click Search
and then select the system ID. Repeat these steps for any key you
want to assign.
3 Rerecord the fax box introduction to describe the menu options to
the caller, or include these choices in the box greetings.
Deleting a routing
box
If you delete a routing box, be sure also to delete all references to its
system ID. Any messages currently stored in the box are automatically
deleted.
This procedure works for transaction boxes, voice detect boxes, fax
boxes, interview boxes, language select boxes, and opening boxes. You
cannot delete system-defined routing boxes.
To delete a routing box
1 On the navigation bar, click the desired box type under Call Man-
agement.
2 Click the icon to find the box that you want to delete.
3 Click the icon to delete the box.
Deleting the
messages in a
routing box
You can delete just the messages in a routing box.
This procedure works for transaction boxes, voice detect boxes, fax
boxes, and interview boxes.
To delete the messages in a routing box
1 On the navigation bar, click the desired box type under Call Man-
agement.
2 Click the icon to find the routing box with messages to delete.
CHAPTER 6: GROUP MAINTENANCE 188
CHAPTER 6: Group maintenance
Groups overview .........................................................................189
Using the All Subscribers group....................................................190
Creating and deleting message groups .........................................191
Changing the owner of an open message group ............................194
Renaming message groups created by phone ...............................195
Assigning dispatch distribution.....................................................196
Setting up outside caller group messaging....................................197
Creating and changing local access groups...................................198
Numeric directory assistance overview..........................................199
Directory groups..........................................................................200
Directory menus..........................................................................201
Creating directory groups or directory menus.................................202
Deleting directory groups or directory menus.................................205
Groups overview On the Groups pages, you can set up message groups, directory
groups, and directory menus. Although message groups and directory
groups serve different purposes, each involves grouping subscribers in
ways that make voice messaging work more conveniently and effi-
ciently.
Message groups
Message groups provide a convenient way to deliver the same mes-
sage to several subscribers at once. When you send a message to a
message group, it is automatically sent to all subscribers listed as
members of that group. As system manager, you create and maintain
message groups at the system console by accessing the Groups pages.
Subscribers can create and maintain their own message groups from
any touchtone phone by accessing their setup options. Guests cannot
create or send messages to message groups.
Directory groups
Directory groups are used in setting up numeric directory assistance.
Callers can use directory assistance to locate a subscribers extension
by pressing numbers to hear a list of subscribers and their extensions.
You group subscribers by a common characteristic, such as being in
the same department or location. Then you create a menu of choices
that assigns a single touchtone to each directory grouping, and add
the directory groups to the directory menu to create one-key dialing
menus. When a caller requests numeric directory assistance, the sys-
tem plays the names of subscribers in the directory group along with
their extensions. You can have both a message group and a directory
group for some departments or sets of subscribers. The message
group lets you send the same message to the subscribers, while the
directory group lets the system list the subscribers in the same place in
numeric directory assistance.
Using the All
Subscribers group
The All Subscribers group enables a subscriber to send messages to all
subscribers. This message group consists of all enrolled subscribers.
Every voice messaging system has this message group installed, and
subscribers are automatically added to the group when their names
are entered in the system. There are two ways to remove subscribers
from this group:
Remove the subscriber name from the system
Delete the subscriber name from the group
Subscribers are automatically removed from this group when they are
deleted from the system. You can also open the All Subscribers group
page and delete subscribers name. However, when the All Subscriber
group is deleted or renamed, the system automatically recreates the
group (with all enrolled subscribers) when it restarts.
To send a message to the All Subscribers group
1 Log on to the voice messaging system as a subscriber.
2 When prompted by the system, enter the first three letters of the
All Subscribers group name.
Creating and
deleting message
groups
Every message group has an ownereither the subscriber who creates
the group by phone or the subscriber who is assigned as the groups
owner by the system manager. A system manager is a group owner too.
Only the owner of a group can make changes to the group over the
phone, including adding and deleting message groups or their mem-
bers. A system manager can make changes to any group at the system
console. Some groups are owned by the voice messaging system
instead of by a subscriber or a system manager. Groups owned by the
system are changed only at the system console, not by phone. How-
ever, the system manager can reassign a group owned by the system to
a new owner to let that person change the group by phone.
You can create two kinds of message groupsprivate and open. The
only person who can send messages to a private group is the groups
owner. In contrast, all subscribers on the system can send messages to
open groups. A subscriber does not have to be a member of the group
to send messages to an open group. However, the system manager can
restrict any subscriber from creating and sending messages to open
groups, by selecting the appropriate option on the subscribers Access
Options page.
To create a private or open message group
1 Go to Groups> Message Groups.
2 Click the icon. This will display the Add Message Group dialog
box.
3 In the Group name box type the groups name (or group num-
ber, if you are using numeric groups). If you plan to use the group
for outside caller group messaging, do not include any numbers
or spaces in the group name, and do not use more than 10 charac-
ters.
4 Assign an owner for the group in the Group for field.
5 Select Private or Public type.
CREATING AND DELETING MESSAGE GROUPS
6 Click Add.
7 To create another group, repeats steps 3 through 6.
8 When you have finished creating groups, click cancel.
9 On the Profile page, click the button near Voice name to record a
name for the group.
To add subscribers to the group
1 Go to Groups> Message groups.
2 Click the icon to find the group.
3 On the Find and Select Message groups dialog box, click Find.
4 Select the message group you want.
5 Click Members.This will display the Add Find Members
dialog box.
6 Click Add Members.
7 Select the subscriber you want to add to the group.
8 Click Add Member.
9 To add another member to the group, repeat steps 7 through 8.
10 When you have finished adding members, click Cancel.
To delete a message group or its messages
2 Click the icon to find the message group.
3 Select the message group you want to modify.
4 Click Delete Messages to delete all messages. Or, to delete the
message group, click Delete.
CREATING AND DELETING MESSAGE GROUPS
To remove subscribers from a message group
4 Click Members.
5 Click Remove to the right of the member you want to remove.
Changing the
owner of an open
message group
You can change the owner of an open message group.
To assign a new owner to an open message group
4 Click Members.
5 Select the new owner, then click Change owner.
Renaming message
groups created
by phone
When a subscriber creates a message group by phone, the subscriber
presses three keys to create the groups spelled name or number. The
system displays these three keys in the Name field of the group on
the Message Groups > Profile page. The subscriber also records the full
name of the group. If you will be changing message groups at the sys-
tem console frequently, you can listen to the recorded full name of any
open groups created by phone, and then type a more complete name
in the Name field. This makes it easier to find the group on the
Groups page later.
To rename message groups
4 Type the new name in the Name field.
5 If you change the first three characters of the group name, notify
the group owner and members so they can still select the group by
phone.
Assigning dispatch
distribution
By default, all group members receive every message sent to that
group. This is called broadcast distribution. However, there may be
some cases where it is only necessary for one person in the group to
receive a message.
For example, the manager of a customer service department might
need to send a message about a customer problem to a group of ser-
vice representatives. It does not matter who gets the message and han-
dles the problem, as long as someone in the department does. With
dispatch distribution, the first group member to listen to a group mes-
sage is the only one who hears it. Once this subscriber has listened to
all of the message, the system removes the message from the other
group members voice mailboxes. You can assign dispatch distribution
for a message group only at the console.
To assign dispatch distribution
1 Go to Groups> Message Groups.
4 For the distribution method, select Dispatch. When Dispatch is
selected, only the first group member to listen to a message
receives it. When Broadcast is selected, all members of the
group receive the message.
Setting up
outside caller
group messaging
Messages from external callers can be routed to groups from a per-
sonal mailbox, interview box, or transaction box. For example, a call to
Technical Support can be routed to the entire Technical Support
group. If dispatch messaging were used, the message would be deliv-
ered when the first member of the group checked voice mail, and no
one else in the group would hear the message.
Outside caller group messages are usually routed to open groups. If
you want to route an outside caller group message to a private group
from a transaction box, the owner of the private group must also be
the owner of the transaction box. Outside caller group messaging can-
not be implemented in fax boxes or directly from one-key dialing
fields.
To set up group messaging for a transaction box
1 Create the group you want to have messages sent to. The group
name must be no more than 10 characters, cannot contain
spaces, and must be unique.
2 Go to the Call Management> Transaction Boxes > Greetings page.
3 In either the After Day Greeting or After Night Greeting area select
the Take a message for group check box.
4 In the adjacent text box, type the name of the group.
5 In the Active Greeting area of the page, click the button adjacent
to Day/Night greeting and record greetings telling callers that
their messages will be received by the group.
6 Leave a test message for the transaction box, and confirm that the
group receives it.
Creating and
changing local
access groups
Local access groups are a group option provided with ActiveNet. You
create a local access group to enable subscribers to simultaneously
send the same message to a group of subscribers at both local and
remote sites. Local site group members can send messages to the local
access group, but remote site group members can only receive mes-
sages. You change open groups to local access groups. However, when
you change local access groups to open groups, remote site group
members are deleted from the group.
To create a local access group
2 Click the icon. This will display the Add Message Group dialog
box.
3 In the Group name box type the group name (or group number,
if you are using numeric groups). If you plan to use the group for
outside caller group messaging, do not include any numbers or
spaces in the group name, and do not use more than 10 charac-
ters.
4 Assign an owner for the group in the Group for field.
5 Select Local as the type.
6 Click Add.
7 If you want to create another group, repeat steps 3 through 6, oth-
erwise, click Cancel.
8 On the Profile page click the button near Voice name to record a
name for the group.
Numeric directory
assistance
overview
Numeric directory assistance lets callers press numbers instead of let-
ters to look up a subscribers extension. This is useful for callers who
do not have letters on their phone keypads. Setting up numeric direc-
tory assistance involves dividing subscribers into groups based on a
common characteristic (for example, by department or by location).
After setting up those groups, you create a menu of choices for callers.
Callers can use the systems wildcard digit to select numbered message
groups. For example, if the wildcard digit is 1, pressing 511 lists all
message groups starting with number 5. The specific wildcard digits
vary for each voice messaging system.
NOTE: Subscribers must have voice names recorded and have an exten-
sion ID to be available for numeric directory assistance. The following
list outlines the major steps to set up numeric directory assistance.
To set up numeric directory assistance
1 Create directory groups and submenus.
2 Assign subscribers to the directory groups.
3 Add a directory menu. This will be the main menu for numeric
directory assistance.
4 Assign the directory groups and submenus to the directory menu.
5 Rerecord the opening greeting, telling callers the system ID to
enter to reach the main directory menu. (This is the system ID
you specified when you added the directory menu.) Also tell call-
ers how to use numeric directory assistance once they have
reached the menu of choices.
6 If necessary, change the voice prompt. If you have arranged sub-
scribers in directory groups by any other category than depart-
ment, rerecord the voice prompt.
Directory groups Directory groups are used in numeric directory assistance. Subscribers
are divided into directory groups by a common characteristic, such as
being in the same department.
For example, a company might have directory groups for its sales,
shipping, and customer support departments. Subscribers can also be
grouped by location, work schedule, or other commonality.
Each directory group has its own page within the Groups pages. To
make it easier to tell the difference between the pages for message
groups and the pages for directory groups, the word Directory
appears at the upper right of the Groups page. Setting up numeric
directory assistance requires special configuration at the system con-
sole. You add directory menus and directory groups on the Groups
page, and then manually add subscribers to directory groups.
Numeric directory assistance requires ongoing maintenance as new
subscribers or groups are added to or deleted from the system.
Subscribers themselves cannot change their own listing in the
numeric directory by phone.
Directory groups differ from the message groups in the following ways:
You cannot leave a message for a directory group.
Every directory group is owned by the system, as indicated in the
upper right of the screen.
A directory group has its own system ID in the Directory ID
field.
The list of directory group members under Member name also
includes the members recorded name in the Voice column, and
extension ID in the Ext #ID column.
Each subscribers recorded name and extension ID are added auto-
matically when you add the subscriber to the directory group.
Directory menus Directory menus are used to create one-key dialing menus automati-
cally for numeric directory assistance.
The system uses the numbers and names under the Key and Direc-
tory Name columns of the Groups page to create a one-key dialing
menu. The number in the Key column is the touchtone number
assigned to the directory group listed next to it.
Each directory menu is owned by the system, as indicated at the upper
right of the page by the heading Directory menu of SYSTEM.
A directory menu has its own system ID, shown in the Directory ID
field at the top of the page. Outside callers press this system ID to hear
this directory menu. You can also use the system ID to route callers to
this directory menu automatically, by using the GotoID-> field on a
transaction box, interview box, operator box, or public interview box
page, or on a subscribers personal directory page.
Creating directory
groups or directory
menus
You must create a directory group for each grouping of subscribers
you want to be listed in the numeric directory. A directory group lists
the subscribers who belong to each group, along with their extension
IDs. At the Web console, you record a name for each directory group.
You define who belongs in the directory group by adding subscribers
to it.
Subscribers can be listed in more than one directory group.
A directory menu lists the name of each directory group or submenu.
The system automatically creates a one-key dialing menu from the list
of directory groups and menus. Outside callers can hear directory
assistance for a particular directory group, or they can choose a sub-
menu by pressing a single touchtone key.
You can include up to eight directory groups or submenus in a direc-
tory menu.
To create a directory submenu, assign a menu to another directory
menu. Adding a submenu involves the same steps as adding a menu.
You can assign up to eight directory groups and submenus to each
directory menu.
To add a directory group
1 Go to Groups> Directory Groups.
2 Click the icon.
3 Type a name and system ID for the directory group.
4 Click Add.
CREATING DIRECTORY GROUPS OR DIRECTORY MENUS
To add a directory menu or submenu
1 Go to Groups> Directory Menus.
2 Click the icon.
3 Type a name and system ID for the directory menu.
4 Click Add, then click Done.
NOTE: The voice messaging system ID lets callers access the menu
when they enter the ID, or routes callers to the menu automati-
cally.
5 Click the button adjacent to Voice name, to record a name for
the directory group or menu. You must record a name in order for
the group or menu to be available from numeric directory assis-
tance.
To set up the ID and voice name for a directory menu
2 Click Profile.
3 Click the icon to find the directory menu.
4 Change the Directory ID and Voice Name.
To assign directory groups and submenus to a directory menu
3 Select the directory menu that you want to modify.
4 Click Assign keys. This will display the Assign Keys dialog box.
CREATING DIRECTORY GROUPS OR DIRECTORY MENUS
5 Select the directory group or submenu you want to add and the
associated key, then click Assign.
NOTE: The directory group or submenu to be added must already
exist.
To assign a subscriber to a directory group
1 Go to Groups> Directory Groups.
2 Click the icon to find the directory group
3 Select the directory group that you want to modify.
4 Click Members.
5 Select the member you want to add, then click Add Member.
Deleting directory
groups or directory
menus
When you delete a directory group or directory submenu from the
voice messaging system, the system automatically removes it from any
directory menus that contain it.
Note that this can create a gap in a directory menu. For example, sup-
pose an organization set up numeric directory assistance with three
directory groups. If the second directory group were deleted, callers
would hear something like For sales, press 1. For Customer Service,
press 3.
To remove a directory group or submenu from a directory menu
3 Select the directory menu that you want to modify.
4 Click Assign keys.
5 Click Remove to the right of the directory group or submenu
you want to remove.
NOTE: This procedure does not completely delete the group or submenu
from the system. It only removes it from the directory menu.
To delete a directory group or menu from the voice messaging system
1 Go to Groups> Directory Menus or Groups> Directory Groups.
To delete a subscriber from a directory group
1 Go to Groups> Directory Group.
2 Click the icon to find the directory group.
3 Select the directory group that you want to modify.
4 Click Members.
5 Click Remove at the right of the subscriber you want to remove.
CHAPTER 7: SYSTEM MAINTENANCE 206
CHAPTER 7: System maintenance
System configuration overview .....................................................207
Changing the default system language .........................................208
Allowing access to Mailbox Manager ............................................209
Setting up directory assistance ....................................................210
System schedule overview...........................................................213
Setting up schedules ..................................................................214
Setting up holidays .....................................................................218
Playing and rerecording voice prompts..........................................220
Setting up voice messaging ports.................................................222
System
configuration
overview
The System> Configuration pages contain fields that store basic infor-
mation about the site and the voice messaging system, such as site
contact information, message storage and playback settings, system
prompts, schedules, port settings, and phone system integration.
Changing the
default system
language
The installer selects the systems default language when the voice mes-
saging system is first installed. However, the system manager can
change the default language later, if desired. The default language is
the language that most callers use.
You can also set up ports individually for different languages.
To change the default system language
1 Go to System> Configuration.
2 Select the desired system language from the Default Language list.
Allowing access to
Mailbox Manager
Subscribers can use the Mailbox Manager program to change their
setup options from a computer connected to the network. If your
organization is using Mailbox Manager, you need to enable the access
to the systemwide. Then, you can turn on access for the default sub-
scriber template or for individual subscribers.
To enable access to Mailbox Manager systemwide
1 Go to System> Configuration.
2 Select Allow Mailbox Manager Access.
Setting up
directory
assistance
If a caller knows the extension number of a subscriber, the caller can
dial the extension directly to reach the subscriber. If callers do not
know the extension, they can reach the correct individual without
assistance from an operator by using alphabetic or numeric directory
assistance.
Alphabetic directory assistance
The voice messaging system is already set up to use automatic (alpha-
betic) directory assistance. A caller can find a subscribers extension
simply by spelling the persons name on the phone keypad. The sys-
tem plays the name of the closest matching subscriber. If the system
finds more than one match, it plays each possibility until the caller
selects one.
If you plan to use automatic directory assistance, be sure to enter each
subscribers name in the system in a consistent format. If you want
callers to spell out last names, you must enter subscriber names in the
order: last name, first name. If you want callers to spell out first names,
you must enter subscriber names in the order: first name, last name.
If you do not want a subscriber to appear in automatic directory assis-
tance, clear the Include in alphabetic directory assistance check box
for the subscriber. This option is located on the Subscribers> Access
Options page.
To configure alphabetic directory assistance, perform the procedures
To set up the alphabetic directory, on page 211.
Numeric directory assistance
If your system is set up for phone keypads without letters, or if callers
phone keypads do not have letters, you can provide numeric directory
assistance. In this case, the system lets callers press numbers instead
of letters to search for a subscribers extension.
Numeric directory assistance involves grouping subscribers by a com-
mon characteristic (such as department, location, or schedule) and
then creating a menu of choices that assigns a single touchtone to
each directory grouping. The caller presses the touchtone assigned to
the directory group. The system then plays back the names of people
in the group and their extensions.
You can use both automatic (alphabetic) directory assistance and
numeric directory assistance in the same voice messaging system.
SETTING UP DIRECTORY ASSISTANCE
To configure numeric directory assistance, See Numeric directory
assistance overview, on page 199.
To set up the alphabetic directory
1 Go to System> Configuration> System Settings.
2 In the System ID for alphabetic (automatic) directory assistance
field, type the desired ID.
3 Select the Transfer call automatically if there is only one possible
match check box to have callers transferred directly to the exten-
sion when there is only one match.
4 Select the Enable three character directory mode check box to
allow callers to enter no more than three letters before the search
begins.
5 If you clear the Enable three character directory mode check
box, type a number in the Maximum number of characters used
to identify a subscriber field.
6 In the Directory time out milliseconds field, type the number
of milliseconds the system will wait for additional touchtones.
SETTING UP DIRECTORY ASSISTANCE
Longer spelled names
In the System> Configuration> System Settings, when the Enable
three character directory mode check box is selected, a caller can
enter at mist three characters to select a subscriber or guest from the
automatic directory. In addition, the voice messaging system ignores
the settings in the Directory time out milliseconds and Maxi-
mum number of characters used to identify subscriber fields.
When this check box is cleared, you enable the longer spelled name
option. This allows the voice messaging system to:
Prompt subscribers and guests for their full last name.
Prompt callers for the longer spelled name.
Adjust the time the voice messaging system listens for silence
before presenting the caller with a list that matches their input.
System schedule
overview
Most organizations are not open 24 hours every day. And in many
cases, some departments have different work hours than others in the
same organization. If you want the voice messaging system to handle
calls differently depending on the day or time, you can use schedules
for this. The system lets you create up to three schedules, each of them
with three different modes of operation.
Day mode
Day mode consists of the days and hours your organization is open, or
when standard phone service is available. Day mode hours can be any
hours you choose, and do not have to be normal daylight hours.
Night mode
Night mode consists of the days or hours when your organization is
closed or when standard phone service is unavailable. Night mode is
in effect at all times outside the day mode schedule.
Holiday mode
Holiday mode consists of the days when your organization is closed
for a holiday. Holiday mode is in effect for an entire day at a time.
Using the Current Holiday settings, you can specify the date and
schedule-related information for each holiday. You can define up to 18
holidays per year. The system remains in night mode for the full 24
hours of each holiday.
Setting up
schedules
You can define up to three different schedules, numbered 1 through 3.
For example, a company with departments that work different hours
could create one schedule for general business hours (schedule #1),
one for extended customer service hours (schedule #2), and one for
the order-taking department (schedule #3).
After you have defined the schedules, you then assign a schedule to
each system port or transaction box. For example, calls for the cus-
tomer service department can be handled by the port or transaction
box that is assigned schedule #2, while calls for the order-taking
department are handled by another port or transaction box is assigned
for schedule #3.
By default, the system uses only schedule #1 for all ports and transac-
tion boxes.
Each schedule has up to three ranges of hours and days that define
that schedules day mode. These ranges are labeled a, b, and c.
When the current time and day fall within any of the ranges you have
defined for a schedule, that schedule is in day mode. The rest of the
time, the schedule is in night mode.
Schedule #4 is a special schedule that stays in the same mode 24 hours
a day, 365 days a year. This lets you set a group of ports or boxes to stay
in a particular mode regardless of the time of day. Schedule #4 can be
set to always be in day or to always be in night mode. The schedule #4
field has no impact on schedules #1, #2, and #3.
Setting up one schedule
The default schedule for the voice messaging system is schedule #1. To
define a schedules day mode, enter the day mode hours and days for
that schedule. For example, enter your companys normal business
hours in the Schedule #1 area. If your company has different weekend
or evening, you can enter these hours in the b and c fields for the
schedule.
Any time that is not defined in a schedule is considered night mode for
that schedule.
SETTING UP SCHEDULES
Setting up multiple schedules
You can set up multiple schedules if your organization has depart-
ments that use different schedules. If you define multiple schedules,
then you must set up each port and transaction box to follow the cor-
rect schedules.
If you do not assign a schedule to a port, the port follows schedule #1.
If you do not assign a schedule to a transaction box, the transaction
box follows the schedule of the port that answers the call.
To set up schedules for the system
1 Go to System> Schedule.
2 Specify the range of open hours for each schedule.
If the open hours vary by day, select these different hours and
days in field a, b or c.
To assign a schedule to a port
1 Go to System> Ports.
2 Select the desired schedule from the Day/Night Schedule column.
To set up a 24-hour schedule (section #4)
1 Go to System> Schedules
2 Select the desired option for the 24-hour schedule (section #4).
Setting up alternate mode
Alternate greeting mode is used for special situations. For example, if
you are unable to open your business because of a snowstorm, you
can turn on alternate greeting mode either by remotely connecting to
the console or by phone through the system manager conversation.
You can also update the alternate greeting to reflect the current situa-
tion.
Turning on alternate greeting mode places the entire system in night
mode and causes all opening boxes to play the alternate greeting.
Alternate greeting mode remains active until it is turned off.
To turn on alternate mode
1 Go to System> Schedules.
2 Select the Alternate mode on check box.
To assign a schedule to a transaction box
1 Go to Call Management> Transaction Boxes.
2 Click the icon to find the desired transaction box.
3 Go to the Profile page.
4 Select the desired schedule from the Schedule list.
Setting up holidays You can define certain days throughout the year as holidays. On days
that you define as holidays, the system handles calls on holidays as if it
were in night mode. You can specify up to 18 holidays.
The System> Holidays page is used to set up holidays. You list the
dates of the holidays in the Holidays Schedule page. Each holiday is
associated with a numbered greeting field. You record the greeting for
each holiday in the Greeting page.
Ports that are assigned to a schedule with its Ignore holidays field set
to No are set to night mode on holidays. Perform the procedure To
set up holidays below to define holidays.
One or more schedules can be set to ignore the holidays. Ignoring hol-
idays is useful for departments that remain open on holidays. To
ignore holidays, see the procedure To set up a schedule to ignore hol-
idays on page 219.
In the case of holidays that fall on different dates in different years, you
must verify and correct the holiday schedule each year.
If you have set schedule #4 for day mode, any ports or transaction
boxes that use schedule #4 will remain in day mode on holidays.
To set up holidays
1 Go to System> Holidays.
2 For each holiday, specify the day and month.
3 Select the type of greeting from Greeting column.
4 For each greeting number go to the field associated with it on the
Greeting page and record a greeting.
5 Verify that each recorded greeting field has a duration longer than
0:00. The recorded greeting fields display how long the greetings
last. If a field contains 0:00, no greeting has been recorded.
SETTING UP HOLIDAYS
To set up a schedule to ignore holidays
1 Go to System> Schedules.
2 In the Ignore Holidays list box for the desired schedule, select
Yes.
Playing and
rerecording voice
prompts
The voice of the voice messaging system consists of digital recordings
of hundreds of words and sentences. Spoken by the system, these
recordings are called prompts. Prompts tell callers what action to take
as they use the system. The system connects prompts with recorded
greetings and voice names to create the system conversation.
On the Web console, you can play or rerecord prompts on the System>
Voice prompts page. To play or rerecord using a computer, you need to
install the Java Runtime Environment software available via the Inter-
net.
Prompts relating to a specific part of the conversation are grouped
into prompt sets listed in the Prompt set list box. Each prompt set is
identified by a two-letter code (for example, DR for directory).
System conversation prompt sets
Prompt set Description
DR Automatic or numeric directory assistance
DS Message delivery schedules
DT Date and time stamps
EM E-mail integration
ER Voice messaging system error messages
FB Prompts for fax boxes, available only with the ActiveFax
package
FM Prompts for fax mail, available only with the ActiveFax
package
GI Prompts for phone or account number entry
GL Prompts used throughout the conversation
GR Prompts for changing message groups
HD Call holding
MB Prompts for callers reaching a subscribers mailbox
ME Prompts for menu mode
NM Numbers for time stamps and message totaling
SC Speech recognition
SD Prompts for urgent, private, receipts, and future delivery
options
SL Prompts for subscribers listening to messages
SM Prompts for resetting mailboxes
SP Prompts for setup options
SR Prompts for subscribers recording messages
SS Prompts for enrolling subscribers
SY System manager conversation
VC Prompts available only with the ViewCall Plus program
PLAYING AND RERECORDING VOICE PROMPTS
To play a voice prompt using a computer
1 Go to System> Voice prompts.
2 In the Language list box, select the language for the voice
prompt you want to play.
3 In the Prompt set list box, select the prompt set.
4 To move through the list of prompts, click Next or Previous. If
desired, type the number of prompts to display.
5 To play a prompt, click the voice field. Click .
6 When youre finished, close the Media Player window.
To rerecord a voice prompt using a computer
1 Go to System> Voice prompts.
2 In the Language list box, select the language for the voice
prompt you want to play.
3 In the Prompt set list box, select the prompt set.
4 To move through the list of prompts, click Next or Previous. If
desired, type the number of prompts to display.
5 To record a prompt, click the voice field. Click .
6 When youre finished, close the Media Player window.
Setting up voice
messaging ports
A port is a single incoming phone line answered by the voice messag-
ing system. You can control whether each port is used to answer
incoming calls, deliver messages, or set message waiting indication.
You can specify the number of rings before a port answers a call, and a
ports schedule.
On multilingual systems, you can specify the language used by each
port.
To ensure enough ports are available to answer incoming calls, you
can prevent some ports from being used for TeLANophy.
To set up a voice messaging port
1 Go to System> Ports.
2 From the Port Status column, select the actions the port is allowed
to perform.
3 From the Rings to answer column, select the number of rings to
wait before answering.
4 From the Day/Night Schedule, select the schedule number from
the list box.
5 From the Language column, select the language the port uses.
6 In the Open Line ID column, type the ID of the opening box used
to greet callers.
7 In the Special Port Option column, select any other options.
CHAPTER 8: BACKING UP THE SYSTEM 223
CHAPTER 8: Backing up the system
Backing up the voice messaging software..................................... 224
Restoring data from a backup...................................................... 227
TIP
Backing up the
voice messaging
software
You can back up the voice messaging software and data on a regular
basis by using the backup/restore utilities.
The backup/restore utilities are installed automatically in the /bin
folder inside the voice mail folder. The backup utility can be used only
when Repartee LX is running.
Types of backups
Immediate The utility will back up the selected components immedi-
ately.
Delayed The utility will back up the selected components at the time
and date specified. The utility will perform the backup only once.
Scheduled The utility will back up the selected components at the time
and date specified, and will repeat the backup either Daily,
Weekly, or Monthly depending on the frequency chosen.
NOTE: The voice messaging software must be running to perform
online backups.
You can switch between software con-
soles (command prompts) without exit-
ing the voice messaging software by
pressing ALT and any of the F# function
keys. Each function key (F1, F2, F3, and
so on), when pressed with the ALT key,
will take you to a different console.
To perform an immediate backup
1 If the system uses X Windows, right-click the Linux desktop. Then
from the context menu, select Applications > Repartee LX > Tools
> Backup. Skip to step 5.
If the system uses the text interface, at the Banner Screen, press
ALT+F3 to change to another console.
2 Log on as support.
3 On the Management screen, select Command Prompt.
4 At the command prompt, type backutil.sh then press
ENTER.
5 On the Backup type screen, select Immediate, then press
ENTER.
6 On the Select Name screen, provide a name for the backup.
7 On the Configuration screen, select Backup items.
8 On the Select Backup Items screen, select which components of
the system (message, prompts, and/or logs) you want to include
in the backup.
9 On the Configuration screen, select Path.
BACKING UP THE VOICE MESSAGING SOFTWARE
10 On the Select Path screen, type the pathname to where you want
the backup files to be placed.
11 Select OK, then press ENTER. The backup utility will begin
backing up the system immediately.
To perform a delayed backup
1 If the system uses the web interface, right-click the Linux desktop,
and from the context menu select Applications > Repartee LX >
Tools > Backup. Skip to step 5.
ENTER.
5 On the Backup Type screen, select Delayed, then press ENTER.
6 On the Configuration screen, select Backup items.
7 On the Select Backup Items screen, select which components of
the system (messages, prompts, and/or logs) you want to include
in the backup.
8 On the Configuration screen, select Path.
9 On the Select Path screen, type the pathname to where you want
the backup files to be placed.
10 Select OK, then press ENTER.
11 On the Delay Setup screen, choose the date on which you wish the
backup to be performed.
12 Select OK, then press ENTER. The backup utility will back up the
system on the date selected.
To set up a scheduled backup
1 If the system uses the web interface, right-click the Linux desktop.
Then from the context menu, select Applications > Repartee LX >
Tools > Backup. Skip to step 5.
BACKING UP THE VOICE MESSAGING SOFTWARE
ENTER.
5 On the Backup Type screen, select Scheduled:1, Scheduled:2,
or Scheduled:3, then press ENTER.
6 At the Select Names screen, provide a name for the backup.
7 Select Backup items. Select the components of the system you
want to include in the backup.
8 Select Path. Type the pathname to where you want the backup
files to be placed.
10 On the Delay Setup screen, choose the date for when you want the
first back up to be performed.
12 Select the frequency of the backup: Daily, Weekly, or Monthly.
The backup utility will back up the system on the date selected, and at
intervals afterward, according to the frequency you selected.
Restoring data
from a backup
The backup/restore utilities are installed automatically in the /bin
folder inside the voice mail folder. The restore utility can be used only
when Repartee LX is not running.
If you are upgrading your system, the system hard disk fails, or the
voice messaging database becomes corrupt or unusable, perform the
following to restore the data from the most recent backup.
To restore data from a backup
2 Shut down the voice messaging software.
NOTE: The voice messaging software must be stopped before
attempting to restore from a backup.
3 On the Voice Mail is Stopped dialog box, select Command
Prompt.
4 Type restoreutil then press ENTER.
5 At the Restore From Path screen, type the pathname to where the
backup is stored. Press ENTER.
6 Select the items you wish to restore. Press ENTER. The restore util-
ity will restore the selected data.
CHAPTER 9: REPORTS 228
CHAPTER 9: Reports
Using reports to monitor the system.............................................229
Saving and storing data for reports...............................................230
Evaluating voice messaging system usage....................................231
Analyzing port usage ...................................................................234
Creating network reports .............................................................236
Creating fax reports.....................................................................237
Creating directory reports ............................................................238
Creating call log reports...............................................................247
Using the error log ......................................................................250
Creating hospitality reports..........................................................252
Using the hotel guests report.......................................................254
Using reports to
monitor the system
Reports provide information about system activity and call traffic. The
voice messaging system provides several different categories of
reports: usage, directory, fax, log, network and hospitality.
You can view reports using a text editor, print them on a printer con-
nected to the voice server, or import report data into a spreadsheet or
word processing files.
The following table lists the available reports.
Category Title Format
Usage reports System usage report graph or table
Usage report by system ID graph or table
Ports usage report table
Directory
reports
User directory report table
Extension ID directory report table
Message group directory report table
Directory assistance report table
Group membership report table
User membership report table
Log reports System log report table
Subscriber call log report table
Error log report table
Network reports Messages report table
Subscribers reports table
Groups reports table
Call reports table
Fax reports Activity report table
Document report table
Local exchanges report table
Hospitality
reports
Hotel guests reports table
Pending calls reports table
Wake-up reports table
Saving and storing
data for reports
Each day, the voice messaging system creates data files containing
information about system activity and call traffic. The system uses this
data when you create reports.
On the System> Configuration> General page in the Call report
aging field, you set the number of days that the voice messaging sys-
tem stores these data files. The voice messaging system deletes old
files at midnight on the day that they expire. You can store the files for
up to 365 days. The default value is 14 days.
For some reports, you need to specify start and stop days. If you spec-
ify more days than are available in the Call report aging field, your
report will contain data only for the number of days available.
To set the storage time for report source data
1 Go to System> Configuration> General.
2 In the Call report aging field, type the number of days that you
want the system to store the data that is used to generate reports.
Call report aging Accepts the number of days (up to 365) that the sys-
tem stores data files. Each day, the system creates a file to store
system activity data. The system uses these daily files to create
reports.
Evaluating voice
messaging system
usage
Usage reports show you patterns of system activity by system ID. A
usage report can contain data about the entire voice messaging sys-
tem or be limited to individual subscribers, routing boxes, extension
IDs, or directories.
You can also create a ports usage report. For details, see Analyzing
port usage on page 234.
Usage reports can be formatted either as bar graphs or tables. You can
set a range of days to be covered by the report. In a usage report, the
term day represents the hours between 6:00 A.M. and 6:00 P.M. The
term night represents the hours between 6:00 P.M. and 6:00 A.M.
To create a usage report for a system ID
1 Go to Reports> Usage> Usage Reports.
2 Select the report start date and end date.
3 Select the report type. To run the report for a subscriber, select
Individual then select the subscribers name. For the entire sys-
tem, select All.
To include remote sites in the report, select Include Net Calls.
4 Select Graph or Table as the view type.
5 For the output type, select either Display or File. If desired, type
a different name for the output file.
6 Click the icon to generate the report.
EVALUATING VOICE MESSAGING SYSTEM USAGE
Usage report sample in table format
TOTAL CALLS/TIME USAGE REPORT FOR 15-Mar TO 1-Apr CREATED: 4-Apr-03 AT 4:17PM
TOTAL PORT 1 PORT 2 PORT 3 PORT 4
Calls HH:MM Calls HH:MM Calls HH:MM Calls HH:MM Calls HH:MM
____________ ____________ ____________ ____________ ____________
6A- 7A: 214 3:43 8 0:08 0 0:00 7 0:07 10 0:12
7A- 8A: 446 8:49 22 0:20 0 0:00 23 0:17 34 0:59
8A- 9A: 773 13:37 48 0:39 0 0:00 48 0:33 60 1:26
9A-10A: 829 10:44 53 0:34 0 0:00 54 0:38 57 0:41
10A-11A: 834 10:08 55 0:37 0 0:00 53 0:35 55 0:39
11A-12P: 929 11:22 65 0:41 0 0:00 65 0:38 66 1:01
12P- 1P: 748 9:40 43 0:32 0 0:00 45 0:38 51 0:48
1P- 2P: 819 9:11 54 0:41 0 0:00 50 0:31 54 0:44
2P- 3P: 730 9:13 47 0:35 0 0:00 51 0:46 52 0:42
3P- 4P: 603 9:06 38 0:36 0 0:00 37 0:27 48 1:02
4P- 5P: 507 9:29 28 0:22 0 0:00 28 0:20 34 0:46
5P- 6P: 280 5:28 14 0:08 0 0:00 15 0:13 25 0:54
DAY 7712 110:30 475 5:53 0 0:00 476 5:43 546 9:54
TOTAL PORT 1 PORT 2 PORT 3 PORT 4
Calls HH:MM Calls HH:MM Calls HH:MM Calls HH:MM Calls HH:MM
____________ ____________ ____________ ____________ ____________
6P- 7P: 171 2:35 10 0:08 0 0:00 10 0:12 14 0:18
7P- 8P: 122 1:20 3 0:02 0 0:00 3 0:03 3 0:04
8P- 9P: 70 0:38 1 0:01 0 0:00 0 0:00 0 0:00
9P-10P: 59 0:27 3 0:04 0 0:00 2 0:03 1 0:01
10P-11P: 54 0:22 2 0:01 0 0:00 1 0:01 1 0:01
11P-12A: 65 0:32 2 0:09 0 0:00 5 0:03 5 0:03
12A- 1A: 50 0:18 0 0:00 0 0:00 0 0:00 0 0:00
1A- 2A: 43 0:13 1 0:01 0 0:00 1 0:01 1 0:01
2A- 3A: 44 0:15 0 0:00 0 0:00 0 0:00 0 0:00
3A- 4A: 45 0:14 1 0:01 0 0:00 0 0:00 0 0:00
4A- 5A: 57 0:27 1 0:01 0 0:00 1 0:02 3 0:04
5A- 6A: 83 1:09 4 0:04 0 0:00 4 0:04 3 0:04
NIGHT 863 8:30 28 0:32 0 0:00 27 0:29 31 0:36
24 HRS 8575 119:00 503 6:25 0 0:00 503 6:12 577 10:30
EVALUATING VOICE MESSAGING SYSTEM USAGE
Usage report sample in graph format
SYSTEM CONNECTION USAGE REPORT FOR 15-Mar TO 1-Apr
CREATED: 4-Apr-03 AT 4:19PM
10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
____|____|____|____|____|____|____|____|____|____|____
6A- 7A: (2%)
7A- 8A: (3%)
8A- 9A: (4%)
9A-10A: (3%)
10A-11A: (3%)
11A-12P: (4%)
12P- 1P: (3%)
1P- 2P: (3%)
2P- 3P: (3%)
3P- 4P: (3%)
4P- 5P: (3%)
5P- 6P: (2%)
10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
____|____|____|____|____|____|____|____|____|____|____
6P- 7P: (1%)
7P- 8P: (1%)
8P- 9P: (1%)
9P-10P: (1%)
10P-11P: (1%)
11P-12A: (1%)
12A- 1A: (1%)
1A- 2A: (1%)
2A- 3A: (1%)
3A- 4A: (1%)
4A- 5A: (1%)
5A- 6A: (1%)
Analyzing port
usage
The ports usage report shows the amount of time that all or selected
ports were busy. It also shows the average percentage of time the ports
were busy during a specific time period. You can create the report for
all ports on the system or for a selected group of ports.
If all or nearly all of your ports are busy during peak hours, calls may
go unanswered unless a caller lets the ring continue until a port
becomes free. You may need additional ports to handle all of your
incoming calls efficiently.
To create a port usage report
1 Go to Reports> Usage> Busy Ports.
3 Select the ports. For a specific port or range of ports, select No
(number), then type the number or range (for example, 1-16). For
all the ports, select All.
4 For the output type, select either Display or File. If desired, type
a different name for the output file.
ANALYZING PORT USAGE
Port usage report sample
Count The total number of calls answered by the port during the
selected time period.
MM:SS The total amount of time the calls lasted, in minutes and sec-
onds.
Average per day
MM:SS The daily average of the amount of time the port was busy,
over the reported time period.
Busy Ports Analysis for 15-Mar to 1-Apr Created: 4-Apr-03 at 4:21PM
For Port 1
Average Per Day
Hour Count MM:SS Count MM:SS Percent
6A- 7A: 8 7:20 0.4 0:24 0.6%
7A- 8A: 22 19:24 1.2 1:04 1.7%
8A- 9A: 48 37:44 2.6 2:05 3.4%
9A-10A: 53 33:08 2.9 1:50 3.0%
10A-11A: 55 36:38 3.0 2:02 3.3%
11A-12P: 64 40:13 3.5 2:14 3.7%
12P- 1P: 43 31:18 2.3 1:44 2.8%
1P- 2P: 54 40:16 3.0 2:14 3.7%
2P- 3P: 47 34:32 2.6 1:55 3.1%
3P- 4P: 38 34:50 2.1 1:56 3.2%
4P- 5P: 28 21:08 1.5 1:10 1.9%
5P- 6P: 14 7:30 0.7 0:25 0.6%
DAY: 474 344:01 26.3 19:06 2.6%
6P- 7P: 9 7:14 0.5 0:24 0.6%
7P- 8P: 3 1:15 0.1 0:04 0.1%
8P- 9P: 1 0:34 0.0 0:01 0.0%
9P-10P: 3 3:20 0.1 0:11 0.3%
10P-11P: 2 0:40 0.1 0:02 0.0%
11P-12P: 2 8:42 0.1 0:29 0.8%
12A- 1A: 0 0:00 0.0 0:00 0.0%
1A- 2A: 1 0:19 0.0 0:01 0.0%
2A- 3A: 0 0:00 0.0 0:00 0.0%
3A- 4A: 1 0:19 0.0 0:01 0.0%
4A- 5A: 1 0:17 0.0 0:00 0.0%
5A- 6A: 4 3:15 0.2 0:10 0.3%
NIGHT: 27 25:55 1.5 1:26 0.1%
24 HRS: 501 369:56 27.8 20:33 1.4%
Creating network
reports
Multisite messaging reports provide information about subscribers
and message groups at remote sites.
To create a multisite messaging report
1 Go to Reports> Network.
2 On the navigation pane, select the report. Select either Mes-
sages, Subscribers, Groups, or Call Reports.
3 If applicable, select the remote site.
4 For a Message report or a Call report, select the report start and
end date.
5 Select Display or File as the output type. If desired, type a dif-
ferent name for the output file.
Creating fax
reports
Fax reports provide information about fax activity, documents and
local exchanges.
To create a fax report
1 Go to Reports> Fax.
2 To create a Activity report click the Activity link in the navigation
panel.
Select the report start date and end date.
Select Display or File as the output type.
3 To create a Document report click the Document link in the navi-
gation panel.
4 To create a Local Exchanges report click the Local Exchanges link
in the navigation panel.
Creating directory
reports
Directory reports let you analyze system data about subscribers and
guests, extensions, message groups, and directory assistance. You can
determine when a subscriber last used the voice messaging system,
the boxes and groups a subscriber owns, how many directory groups
and menus the system uses, and which groups a subscriber belongs to.
Subscriber reports
A subscriber report lists all subscribers, sorted by last name, with their
total new and saved message count, and the total time of the new and
saved messages. This report is useful for determining which subscrib-
ers are using the most message storage space.
Extension reports
An extension report lists all subscriber extensions and transaction box
IDs, sorted by the owners last name, with their transfer type and trans-
fer options.
Group reports
A group report lets you review and manage the groups on your system.
There are four different types of group reports that you can create. For
example, you can run a report that lists all the groups that a subscriber
belongs to or owns. You can also run a report that lists the members of
a specific group, or that lists all groups and their members.
To create a directory report
1 Go to Reports> Directory.
2 On the navigation pane, select either Subscribers, Extension,
Groups, or System Managers.
3 For Groups, on the navigation pane, do the following:
Select either List Messages, Members, Groups Person, or
Directory.
For a List Messages report, select the type of report. For a Mem-
bers report, select the group name. For a Groups Person report,
select the persons name.
CREATING DIRECTORY REPORTS
Subscriber report sample
Name The name of the subscriber or guest.
Pers ID The personal ID of the subscriber or guest. If the subscriber is
a system manager, the personal ID is displayed as XXXXXXX.
Messages
New The number of new messages and the total length of all mes-
sages, in hours and minutes.
Total The total number of all (new and old) messages and the total
length of all messages, in hours and minutes.
Last Contact The last time the subscriber or guest called the system to
check messages.
SUBSCRIBER/GUEST REPORT CREATED 4-Apr-03 AT 4:21PM

Messages Last Msg
NAME Pers ID New Total Contact Hd/Ar Access
____________________ __________ ________ ________ ___________ _____ _______
Albright, Xavier 81419 3=0:01 92=0:32 4-Apr-03 20/99 PCNB
Barton, Leslie 85409 1=0:01 14=0:05 25-Mar-03 7 /7 PCDNB4
Chan, Edgar 85444 0=0:00 2=0:01 4-Apr-03 0 /4 PCDNB
Cranston, Robin 85089 14=0:02 18=0:03 31-Mar-03 0 /10 PCNMB
DuBois, Aimee 851311 0=0:00 25=0:18 4-Apr-03 40/99 PCNMB
Enzmann, Hector 891367 0=0:00 0=0:00 4-Apr-03 0 /4 PCNB
Farhoud, Senna 81240 2=0:02 8=0:02 3-Apr-03 1 /4 PCNHB
Furukawa, Craig 851169 1=0:01 37=0:22 2-Apr-03 40/99 PCDNB
Green, Pat 85266 4=0:01 5=0:02 4-Apr-03 0 /4 PCNB
Jackson, Ian XXXXXXXXXX 1=0:01 17=0:11 4-Apr-03 99/99 PCNMB4
Jones, Soula 851027 1=0:01 1=0:01 3-Apr-03 0 /4 PCNMHB
Lu, Johnny 851315 12=0:06 12=0:06 3-Apr-03 0 /4 PCNB
Marlowe, Rita 85414 0=0:00 0=0:00 5-Mar-03 0 /4 PCDNB
Martinez, Carlos 81096 1=0:01 1=0:01 Never 0 /4 PCNFB
Panieri, Alessandro 851492 13=0:07 13=0:07 2-Apr-03 0 /4 PCNB
Sampson, Gary 81481 1=0:02 35=0:32 3-Apr-03 30/99 PCNHB4
Santana, Maria 851257 0=0:00 7=0:05 4-Apr-03 0 /4 PCNMB4
Turner, Carroll XXXXXXXXXX 3=0:01 8=0:04 31-Mar-03 4 /4 PCNHB
Van Horn, Louisa 851521 0=0:00 0=0:00 4-Apr-03 0 /4 PCNMB
Vinh, Trina 81156 3=0:01 6=0:03 2-Apr-03 0 /4 PCNB
Williams, Chris 85120 0=0:00 4=0:02 4-Apr-03 0 /4 PCENB4
Yale, Hugh XXXXXXXXXX 1=0:01 1=0:01 4-Apr-03 99/99 CNB
Zieve, Jacob 89131 0=0:00 57=0:26 4-Apr-03 14/14 PCENB4
Msg Hd/Ar The number of heard (old) messages, followed by the num-
ber of archived messages.
Access The access options assigned to the subscriber. The meaning of
the codes in this column are defined in the following table:
Code Description
A Subscriber cannot change setup options by phone.
B Subscriber does not receive a return receipt for a mes-
sage unless a explicitly requested.
C Subscriber is not notified of new public messages.
D Excludes subscriber from automatic (alphabetic) direc-
tory assistance.
E Subscriber sends messages by extension number.
F Subscriber hears the enrollment conversation the next
time the subscriber calls the system.
G Subscriber cannot change personal greetings.
H Not currently used.
I Subscriber cannot add to, listen to, or rerecord mes-
sages.
J Subscriber cannot send group messages.
K Subscriber can change call holding by phone.
L System announces the length of messages.
M Subscriber hears menu options instead of questions.
N Subscriber hears new messages without pressing any
touchtone keys.
O Subscriber cannot review old messages.
P Subscriber cannot access public messages.
Q Subscriber cannot mark messages urgent.
R Subscriber cannot redirect messages.
S Subscriber cannot send messages.
T Subscriber hears the conversation in the traditional
order.
U Subscriber cannot send messages to other subscribers,
only to guests and message groups.
V Subscriber cannot mark messages private.
W Subscriber cannot mark messages for future delivery.
X Subscriber cannot mark messages for return receipt.
Y Subscriber cannot create or send messages to open mes-
sage groups.
Z System marks every message sent by the subscriber for
return receipt.
1 Not currently used.
4 Subscriber hears e-mail messages by phone.
5 Subscribers e-mail messages are not included in mes-
sage totals.
6 Subscriber enters an e-mail password before hearing
e-mail messages by phone.
7 Subscribers voice messages are forwarded to the sub-
scribers e-mail inbox automatically.
8 Subscribers faxes are forwarded to the subscribers
e-mail inbox automatically.
9 Subscriber is notified via e-mail when new voice mes-
sages or faxes are received.
0 Subscriber can change message notification options.
Code Description
Extension ID report sample
EXTENSION REPORT CREATED 4-Apr-03 AT 4:22PM

NAME Ext. Id Transfer Type Options Hold
____________________ __________ ____________ _____ _______ ____
Albright, Xavier 1240 Y-> X A-> 4 MC NO
Barton, Leslie 1114 Y-> X A-> 4 A NO
Chan, Edgar 1441 Y-> 1441 A-> 4 NO
Fax box of Chan, 45441
Cranston, Robin 1043 Y-> X A-> 4 NO
DuBois, Aimee 1022 Y-> X A-> 4 MC NO
Modem - DuBois 3204
Enzmann, Hector 1130 Y-> X A-> 4 YES
Farhoud, Senna 69403 N-> X A-> 4 A NO
Furukawa, Craig 1436 Y-> X A-> 4 SC NO
Green, Pat 1420 Y-> X A-> 4 ASC YES
Fax box of Green, P 451420
Jackson, Ian 1060 Y-> X A-> 4 NO
Jones, Soula 1136 Y-> X A-> 4 MC NO
Lu, Johnny 1370 Y-> 1370 A-> 4 NO
Fax box of Lu, 751370
Marlowe, Rita 1105 N-> X A-> 4 MC NO
Martinez, Carlos 1496 N-> X A-> 4 A NO
Panieri, Alessandro 1123 Y-> X A-> 4 MC NO
Sampson, Gary 1122 Y-> X A-> 4 SC NO
Santana, Maria 1145 Y-> X A-> 4 MC NO
Turner, Carroll 1700 N-> X A-> 4 A NO
Van Horn, Louisa 1266 Y-> X A-> 4 MC NO
Vinh, Trina 1089 Y-> 1089 A-> 4 A NO
Fax box of Vinh 35089
Williams, Chris 1311 Y-> X A-> 4 SC NO
Williams Home 4311
Yale, Hugh 1012 Y-> 1012 A-> 4 NO
Fax box of Yale, H 451012
Zieve, Jacob 1257 Y-> X A-> 4 SC YES
Fax box of Zieve, J 3257
Ext. ID The subscribers extension ID.
Transfer Specifies whether the subscriber uses call transfer. The codes
specify the following:
Type The type of call transfer used, either A for await answer, W for
wait for ringback, or R for release. The number specifies the num-
ber of rings.
Options Any call transfer or call screening options enabled for the
extension. The codes specify the following:
Hold Specifies whether the subscriber uses call holding.
Code Description
Y Call transfer is on.
N Call transfer is off.
X Represents the subscribers extension number. If
numeric digits are shown instead of X, the call is
transferred to the indicated ID.
Code Option Description
A Announce The person who answers the
phone hears a beep before being
connected to the caller
C Confirm Before a call is transferred, the
person who answers the phone
can choose whether to take the
call.
D Dialtone detection The voice messaging system
checks for dialtone before a call is
transferred.
I Introduce The system plays an introduction
before connecting a call.
M Message screen The subscriber hears a prompt
that includes the callers name, if
provided.
S Screen Callers are asked to record their
name.
Message group report sample
Group membership report sample
Group List Report Created 4-Apr-03 at 4:22PM

Group Name Type Dispatch? Owner
______________________ ____________ _________ ___________________
331 Local Access Yes Albright, Xavier
333 Private Yes Albright, Xavier
334 Local Access Yes Albright, Xavier
All Sales People Private Yes Yale, Hugh
All Subscribers Group Open Yes SYSTEM
Direct marketing Private Yes Enzmann, Hector
DT Open Yes Furukawa, Craig
Eastern region Open Yes Zieve, Jacob
Editorial staff Private No Panieri, Alessandro
Lunch Private Yes Jones, Soula
Marketing Team Private Yes Lu, Johnny
Robins Group Local Access Yes Cranston, Robin
Northern region Private Yes Jackson, Ian
Production Open Yes Sampson, Gary
Proofreaders Open No Barton, Leslie
Representatives Open Yes Vinh, Trina
Sales Private Yes Van Horn, Louisa
Southern region Private Yes Green, Pat
Technical support Private Yes Albright, Xavier
Sales Support Open Yes DuBois, Aimee
Training Local Access Yes Marlowe, Rita
Western region Private Yes Farhoud, Senna

Directory Group List Created 4-Apr-03 at 4:23PM

Group Name Type Directory ID
______________________ _______________ _____________
Accounts Dir Group
Customer Service Sub Menu
Numeric Directory Sub Menu $411
Sales Dir Group
Shipping Dir Group
Technical Support Dir Group
Group membership report sample
Group Membership Report Created 4-Apr-03 at 4:25PM
Group Name: Sales department Local Access Group of Yale, Hugh
Dispatch Group: Yes Last Message Sent: 2-Mar-03

Member name Last contacted Member name Last contacted
_____________________________________ ________________________________
Chan, Edgar 3:56PM 5-Nov Green, Pat 10:53AM 3-Mar
Marlowe, Rita 10:31AM 3-Mar Williams, Chris 9:20AM 3-Mar
Subscriber Membership Report Created 4-Apr-03 at 4:26PM
Chan, Edgar is a member of:

Group Name Group Name
______________________________ ______________________________
All Subscribers Group Marketing team
Sales Western region
Creating call log
reports
Call log reports show call activity for the entire voice messaging system
or for an individual subscriber. The call log report includes informa-
tion on every call the voice messaging system answers, dials, or trans-
fers, and is useful in troubleshooting voice messaging system
problems.
The system creates an ASCII file that you can import into most data-
base, spreadsheet, and word processing programs to do additional
sorting or formatting. The Replogdd.m file (where dd represents the
day and m is the month) contains a record of each call placed to the
system that meets your report selection criteria.
Each record in the file is divided into data fields separated by commas.
Each record is 82 characters long, including the commas and two con-
trol characters (return and line feed) at the end of each record. Text
fields, including the Date, Time, and System ID fields, are sur-
rounded by quotation marks; the numeric fields for Port and
Length of call are not.
To create a call log report
1 Go to Reports> Call Report Log.
2 Select the report type. For the entire system, select All. For a sub-
scriber, select Individual then select the subscriber name.
CREATING CALL LOG REPORTS
Call log report sample
Items in the call log report are described in the following table.
Item Format/value Description
Port 2-digit numeric Voice messaging system port answering the call
Date yy/mm/dd Date of call
Time hh:mm:ss Time of call
Length Up to 4-digit
numeric
Duration of the call in seconds
Port Date Time Length Origin/Type ID Name
____ _______ ________ ______ _______________________ ____ ___________
64,"03/03/30","09:05:18", 266,"L","Sign in ","ViewMail","851197 ","Barton L"
16,"03/03/30","10:25:25","DTMF received. count=1 digits=(8) "
16,"03/03/30","10:25:22", 3,"A","Public ","Complete","OPEN ","Opening B"
16,"03/03/30","10:25:25", 23,"C","Owner ","Complete","85136 ","Zieve Ja"
16,"03/03/30","10:25:48", 7,"C","Tran Box","Transfer","3600 ","x "
01,"03/03/30","10:33:31", 3,"A","Public ","Complete","OPEN ","Opening B"
CREATING CALL LOG REPORTS
Origin A
C
D
L
F
Answered incoming call/collision
Continued (call routed from another system ID or box)
Dialed out
Local area network connection
System failure
Type Owner
Guest
Int Box
Tran Box
Msgbox
Public
Xfer op
Xfer ID
Restart
Shutdown
ViewMail
<Phone #>
FAILURE
Call from a subscriber
Call from a guest
Call for an interview box
Call for a transaction box
Call for a message box
Public call
Transfer to operator
Operator ID transfer
System restarted
System stopped
Call to access ViewMail
System dial out to turn on message waiting indication or for message
delivery
System failure (Fail codes appear in next three fields)
ID Numeric The system ID entered during the call
Name Alphanumeric Any name associated with a system ID entered during the call
Status
of Call
Busy
Complete
Transfer
No answer
No connect
Intercept
Incomplete
No ID
No msg
Error
Bad ID
Bad SC
Locked
Hung up
Dial out reached a busy tone
Call completed successfully
Call transferred successfully
Dial out resulted in no answer
Dial out resulted in no connection
Dial out resulted in intercept tone
Dial out interrupted by local connect
Dial out resulted in answer but no ID
Unidentified caller hung up
Error during call or ** pressed
Caller entered an unrecognized ID
Invalid security code
Caller ID locked out
Caller hung up
System ID text ID of called box, calling subscriber, or invalid ID (packet sent by
phone system)
Name text Subscriber, guest, or box
Item Format/value Description
Using the error log The error log provides information about system errors, including the
port where the error occurred, and the date and time of the error. Use
this report to identify voice messaging system problems.
Error codes are generated by the system in the format Mxxx-yy Exx-yy
Dxxx, representing the following information:
Mxxx-yy is the module where the error appears. The yy is the error
location in that module.
Exx-yy is the type of error.
The value of Dxxx depends on the type of error. For a database
error, xxx is the record number in the database file. For a mem-
ory error, xxx is the memory location, sometimes in hex or deci-
mal format. For a voice board error, xxx is the port number
where the error occurred.
If you cannot solve the problem with this information, contact Techni-
cal Support.
To create the error log report
1 Go to Reports> Error log.
2 Select the report start and end date.
USING THE ERROR LOG
Error Log Report for 1-Dec to 7-Dec Created: 7-Dec-02 at 5:16pm
Contact your service representative for more information on any errors found
Error: (M60-2) (E7--1) (D4)
Port: 8
Date/Time: 7-Dec-02 at 4:34pm
Error: (M61-1) (E7--1) (D4)
Port: 8
Error: (M61-1) (E7--1) (D4)
Port: 8
Error: (M290-10 (E8-0) (D0)
Port: 9
Error: (M290-10 (E8-0) (D0)
Port: 9
Sample error log
Error type Meaning
E1 Operating system or disk error. This error indicates that database files may
be missing or corrupted.
E2 Database error in key files. This error can be due to corrupted or missing
files.
E3 Program error generated by the voice messaging system.
E5 Operating system interface error. This error indicates that database files
may be missing or corrupted.
E6 Memory allocation errors. This error indicates that startup files may not
have the correct configuration.
E7 Voice board error indicating a loss of communication between the applica-
tion and a voice board. This error does not mean that the voice board is
defective.
E8 Miscellaneous errors.
Creating hospitality
reports
Three reports are available to help you manage the hospitality wake-
up call service: pending wake-up calls, wake-up failures, and wake-up
log. These reports ensure that hotel guests are receiving the wake-up
call services that they need. Wake-up call reports should be created at
least once a week. You may find it helpful to generate them more fre-
quently during times of peak demand, such as during a large conven-
tion.
To create a wake-up call report
1 Go to Reports> Hospitality.
2 On the navigation pane, select either Hotel Guests, Pending
Calls, Wake-up call log, or Wake-up call failures.
3 If you selected Wake-up call log or Wake-up call failures select
the report start and end date.
Pending wake-up calls
This report lists all pending wake-up calls in the system queue. It helps
the system administrator monitor wake-up call use and schedule
alternative wake-up call service if the system is unavailable. Always
create this report before the system is brought down for maintenance.
Wake-up call failures
This report assists the system administrator by listing wake-up calls
that:
Were scheduled for more than 10 minutes after a guests
requested time. These calls are logged as overload on the report.
Remained unanswered after the maximum number of retries.
This condition also generates an urgent message to the des-
ignated subscriber. These calls are logged as max retry on the
report.
Expired before they are made. A wake-up call request expires
when it cannot be made within 20 minutes of its scheduled time.
This report provides the only notification for expired wake-up
calls. These calls are logged as expired on the report.
CREATING HOSPITALITY REPORTS
Wake-up call log
This report lists all attempted wake-up call dial outs. It is used as a
troubleshooting tool to check when a wake-up call was made. When
tracked over time, wake-up call usage patterns can be established and
monitored.
Using the hotel
guests report
The system provides a report that lists all hotel guests. The report is
sorted by guest name, if available, or by room number if the guest
name is not available. This report is useful if staff want an on-demand
guest list, or if you need to research a voice messaging problem for a
guest. This report is also useful to have before the system is taken
down for maintenance or an upgrade.
To create a hotel guest report
1 Go to Reports> Hospitality.
2 On the navigation pane, select Hotel Guests.
CHAPTER 10: PHONE SYSTEM INTEGRATION 255
CHAPTER 10: Phone system integration
Phone system setup overview......................................................256
Phone system selection ..............................................................257
Setting integration options...........................................................258
Setting up identified subscriber messaging...................................263
Setting an outdial access code and call transfer sequences...........265
Setting touchtone and incoming call options .................................267
Setting dialout codes and special dialing characters......................270
Activating general tone detection..................................................272
Controlling message waiting indication .........................................273
Setting a barge-in code for live record...........................................276
Controlling the call holding message cycle ....................................278
Limiting the number of ports on hold ............................................280
Setting up voice detection ...........................................................281
Enabling callers to send cut-through pages ...................................282
Phone system
setup overview
This chapter describes how to configure the settings on the System>
Switch pages. These settings enable the phone system to integrate
with the voice messaging system, and allow the use of additional voice
messaging system features.
The integration between the phone system and the voice messaging
system is set up using the Installation Guide, the phone system inte-
gration guide (if applicable to the system), and the phone system man-
ufacturers documentation.
The settings on the Switch pages are used to set up various integration
options for voice messaging system features. Additional voice messag-
ing system features, such as easy message access and identified sub-
scriber messaging, are also set up in the Switch pages.
Phone system
selection
The voice messaging system includes a comprehensive library of
phone system settings, containing predefined parameters for integrat-
ing the voice messaging system with most phone systems commer-
cially available. A Default phone system setting is also available,
providing generic settings suitable for basic integration with almost
any phone system.
When you first set up the voice messaging system, use the following
procedure to select your phone system.
To select your phone system
1 Go to System> Switch> Switch Information.
2 From the Switch list, select your phone system integration.
3 Click the icon to save. The phone system parameters will be
displayed in the Integration options field.
4 Restart the voice messaging system for the new configuration to
take effect.
Setting integration
options
Integration options let you implement voice messaging system fea-
tures. The Integration options field on the Switch Information page
is not limited to just one value. It accepts a string of values, allowing
you to make multiple selections. Each value in the field is separated
from the following value by a space.
To assign a range of phone lines, or trunks, to a transaction box
1 Go to Call Management> Transaction Boxes, and find the system
ID of the transaction box, or boxes, to assign phone lines. Make a
note of the transaction box IDs.
3 In the Integration Options field, type
tm<first trunk>-<lasttrunk>=<system ID>
where <first trunk> is the number of the first phone line in the
range, <last trunk> is the number of the last phone line in the
range, and <system ID> is the system ID of the transaction box
you identified in step 1.
For example, to map phone lines 1, 2, and 3 to the transaction
box with system ID 987, type
tm1-3=987
4 To assign phone lines to more than one transaction box, add
another string for the second set of lines. Separate the strings with
a space. For example:
tm1-3=987 tm4-6=988
6 Restart the voice messaging system for the new configuration to
take effect.
SETTING INTEGRATION OPTIONS
Integration options
The Integration options field on the Switch Information page
accepts various special integration options that control how the voice
messaging system works with the phone system.
CR (Special Confirm Return Sequence) The voice messaging system
uses a special dialing sequence to return to the caller after the call
is transferred to an internal extension, and a subscriber with call
screening rejects the call.
Specify the dialing sequence to use immediately after the CR. For
example, CR,,, tells the system to pause for 3 seconds while
the caller is automatically reconnected. Use this option only
when you want the return sequence for rejected calls to differ
from the return sequence for unanswered calls.
DT (Dial Tone Detection) When recording a message, the voice mes-
saging system listens for a dial tone, reorder tone, or busy tone. If
the system detects a dial tone, it assumes that the caller has hung
up and ends the recording and the call.
The following integration options control different aspects of the
systems dial tone detection sensitivity:
DT2=n (Dialtone Detection Recording Cutoff Value) The number of
centiseconds that are deleted from the end of a message termi-
nated by dial tone, where n is the number of centiseconds from
0 through 100. The default value is 0. This integration option is
used to eliminate disconnect tone that may have been recorded
in a message.
DT8=0 (Disable Checkpoint Dial Tone Detect on Dialout) Disables
dial tone detection on dialing out calls. The voice messaging
system continues to listen for a dial tone while recording mes-
sages. Type dt8=1 to reactivate this feature.
DT9=0 (Disable Checkpoint Dial Tone Detect on Transfer) Disables
dial tone detection on transferring calls. The voice messaging
system continues to listen for a dial tone while recording mes-
sages. Type dt9=1 to reactivate this feature.
NOTE: The DT integration option cannot be used with Bicom voice
boards.
DTMFMute=<n> (Enable the Make Silence Parameter) Causes the voice
messaging system to pause <n> /100ths of a second before it plays
a prompt in response to a touchtone. For example, DTM-
FMute=1 causes the system to pause for 1/100th of a second
before playing a prompt.
EMA=<n> Controls easy message access. To activate easy message
access, type EMA=1. To deactivate easy message access, type
EMA=0. The default is easy message access activated (EMA=1).
Easy message access lets subscribers access their messages from
their assigned extensions using just their security codes.
F<n> (Delay Before Opening Greeting) Causes the voice messaging
system to pause for a specific amount of time to accept a system
ID before playing the opening greeting prompts. The length of the
pause is determined by the number <n> which can be set to 0 to 9
seconds. During this pause, if the system hears a message box ID,
it forwards the call to the box. If the system hears a personal ID,
the system signs the caller in.
Do not use this option if you are using the F port status option.
HLOG=<n> Controls auto-login for hotel guests. The value of <n> is 0 or
1. This feature is disabled by default. To enable auto-login, type
HLOG=1. To disable it, delete HLOG=1 or replace it with
HLOG=0.
With auto-login enabled, hotel guests can check their messages
from their room without having to enter their personal ID or
password. Auto-login is available only to those subscribers desig-
nated as hotel guest. Auto-login is not available to other sub-
scribers, subscriber guests, or transaction boxes.
INT=<xxx> (,n1,n2) For integrations that require the INT option, <xxx>
identifies the integration. To confirm that the phone system
parameters are set correctly on the Switch Setup page, reselect the
phone system in the Switch field. The following controls (,n1
,n2) are optional (do not type the parentheses):
,n1 (Digit Extension Length) Specifies the length of extension num-
bers.
,n2 (Delay Before First Digit) Specifies the delay, in seconds, that the
voice messaging system waits for an extension number from
the phone system.
ISM=<n> Controls identified subscriber messaging (ISM). The value of
<n> is 0, 1, or 2. To turn on unsecured ISM, type ISM=1. To turn
on secured ISM, type ISM=2. To turn ISM off, type ISM=0.
The default is unsecured ISM (ISM=1).
OTL=<n> (Outdial Trigger Length): Represents the number of charac-
ters in a phone number (including any special dialing characters)
that the voice messaging system treats as an external number. To
change the outdial trigger length, type OTL=<n> where <n> is a
number between 4 and 15. For example, with the setting
OTL=11, the system considers phone numbers with fewer than
11 characters to be internal extensions, and longer numbers to be
external phone numbers.
P<n> (Pause Before Greeting) Used after a transfer attempt, this
option causes the voice messaging system to delay the playback of
the personal greeting for a specific amount of time. The length of
the delay is determined by <n>, which can be set to any number of
seconds between 0 and 9 seconds. Setting <n> to 0 disables this
option.
Use this option to eliminate timing problems on a system that
uses a DTMF integration that sends an extension and an override
digit. For example, if a caller does not hear the first 2 seconds of a
personal greeting after a failed transfer, type p2 on the Integra-
tion options line so that the calling party hears the entire greet-
ing. The additional 2 seconds eliminates the timing problem
associated with the failed transfer.
s<c> :<bb> <p> <d> <s> =<x> Defines a serial integration, where
<x> is the serial integration type (for example, mci is used for
the MCI serial integration).
<c> is the COM port to be used (either 1 or 2).
<bb> is the baud rate (03=300, 12=1200, 24=2400, 48=4800.
<p> is the parity (o=odd, e=even, or n=none).
<d> is the word length (5,6,7 or 8).
<s> is the number of stop bits (1 or 2).
Each serial integration has its own default settings and usually
does not need to be changed.
TIA,,, Enables the phone system to differentiate between extension
numbers that have duplicate first numbers (for example, 110 and
1102). Enable this option when the Tall hotel field on the Hospi-
tality Settings page is set to Yes.
TBAL=<n> (Transaction Box Auto Login) Enables transaction box own-
ers who dial the voice messaging system to automatically access
their voice mailboxes. This option is available only when a call is
placed from a phone with an extension number that is the same
as the system ID of a transaction box. Type TBAL=0 to disable
this option; or type TBAL=1 to enable it. The default for this
option is to be enabled (TBAL=1) If this option is enabled, be sure
to set up transaction box IDs that match only those extensions
providing automatic voice mailbox access. For example, if TBAL=1
and a transaction box has the same system ID as a conference
room extension, and if someone dials the voice messaging system
from that conference room extension, they will automatically
access the voice mailbox of the transaction boxs owner.
TM <first trunk><last trunk>=<system ID> Maps trunk calls to specific
transaction boxes, where <first trunk> is the number of the first
trunk in the range, <last trunk> is the number of the last trunk in
the range, and <system ID> is the system ID of the transaction box.
For example, type tm1-3=987 to map trunks 1, 2, and 3 to
transaction box ID 987.
To map to more than one transaction box, follow with a comma
and the next range and system ID. For example, tm1-
3=987,4-6=988 maps trunks 1, 2, and 3 to transaction box
987, and trunks 4, 5, 6 to transaction box 988.
To use this feature, program trunks to ring directly to the voice
messaging system ports. If an invalid transaction box ID is speci-
fied for a trunk, the system plays the message Im sorry, I did not
hear your selection to callers on that trunk.
Setting up
identified
subscriber
messaging
Identified subscriber messaging lets internal callers leave subscriber
messages when their calls are forwarded to the voice messaging sys-
tem.
With identified subscriber messaging, the voice messaging system is
able to play the calling subscribers recorded name before the receiv-
ing subscriber listens to the message. Identified subscriber messaging
works only with phone systems that provide caller and calling party
information.
To set up identified subscriber messaging
2 In the Integration options field, type one of the following
options:
ism=0 to disable identified subscriber messaging.
ism=1 to enable unsecured identified subscriber messaging.
The voice messaging system automatically attaches the
recorded name of the extensions owner to messages that are
sent from that extension.
ism=2 to enable secured identified subscriber messaging.
The voice messaging system prompts the sending subscriber
for a security code. Only after the sending subscriber enters a
valid security code does the voice messaging system attach the
subscribers name to the message.
If you do not select any ISM option, the default is unsecured
identified subscriber messaging.
The identified subscriber messaging options are described in greater
detail in the following table.
SETTING UP IDENTIFIED SUBSCRIBER MESSAGING
Identified subscriber messaging options
Option Phone System setup Description
ISM=1 Unsecured mode In unsecured mode, internal callers hear the greeting of the subscriber
they are calling before being prompted to leave a message. The message
they leave is identified as originating from the subscriber box of the exten-
sion where the call is made. A subscriber who is using another subscribers
extension to leave a message can enter a personal ID and security code; in
this case the voice messaging system will identify the call as originating
from the subscribers own box instead of the extension her or she is calling
from. Unsecured mode is the default setting.
ISM=2 Secured mode In secured mode, the voice messaging system prompts the sending sub-
scriber for a security code, and does not play the greeting of the called sub-
scriber.
ISM=0 Disabled When identified subscriber messaging is disabled, the voice messaging
system considers all messages to be from unidentified callers.
Setting an outdial
access code and
call transfer
sequences
The Dialing Code page contains settings for the outdial access number
and the call transfer sequences.
Using an outdial access number
To place an external call, a subscriber must first dial an outdial access
number (usually 9) to reach an outside line. To enable the voice mes-
saging system to deliver messages to an outside phone number or to
activate pagers, you must specify an outdial access number on the
Switch> Settings> Dialing Codes page.
The voice messaging system will then automatically dial the outdial
access number you specify before dialing any message delivery num-
ber that is greater than or equal to the outdial trigger length. Because
some phone systems require a brief pause after the outdial access
number, type a comma after the outdial access number.
The remaining fields on the Dialing Codes pare can normally be left at
their default values. If you need to change any of the fields from their
default values, refer to the field descriptions before doing so. Call
Technical Support or refer to the Integration Guide or phone system
documentation if you are unsure about changing the values in these
fields.
To set up dialing codes
1 Go to System> Switch> Dialing Codes.
2 In the Outdial access code field, type the outdial access code for
your phone system. For example, type 9, (nine comma).
SETTING AN OUTDIAL ACCESS CODE AND CALL TRANSFER SEQUENCES
Outdial access code
Accepts the outdial access number that the voice messaging system dials to
call outside the system, for example, to deliver messages to pagers. If you type
9, (nine comma), the system dials 9 and pauses briefly before dialing the
external number. The system automatically dials the outdial access number
before dialing any message delivery number that is greater than or equal to
the outdial trigger length.
To set up call transfer sequences
1 Go to System> Switch> Dialing Codes.
2 Type the appropriate sequences in the Initial sequence, Con-
nect sequence, Recall sequence, and Busy recall sequence,
fields.
Call transfer sequences
Initiate sequence This sequence puts an unidentified caller on
hold to ring an extension.
Connect sequence This sequence completes the transfer when the
called party answers.
Recall sequence This sequence returns to the unidentified caller
when the internal extension does not answer.
Busy recall sequence This sequence returns to the unidentified
caller when the internal extension is busy.
Setting touchtone
and incoming call
options
The fields on the Switch> Touchtones page and Switch> Incoming
Calls page, can normally be left at their default values. If you need to
change any of these fields from their default values, refer to the field
descriptions before doing so. Call Technical Support if you are unsure
about changing the values in these fields.
Touchtone options
Touchtone sensitivity (minimum touchtone lengths)
When playing a prompt Accepts the minimum duration of touchtones
when the voice messaging system plays a prompt and expects
the caller to press a touchtone. You do not need to change the
default setting unless the system fails to accept touchtones. In
that case, reduce the setting by 1 until the system consistently
accepts touchtones. The minimum setting is 1 centisecond. The
maximum setting is 15 centiseconds.
When playing a message Accepts the minimum duration of touch-
tones when the voice messaging system plays back a message
recorded over the phone. You do not need to change the default
setting unless the system fails to accept touchtones. In that
case, reduce the setting by 1 until the system consistently
accepts touchtones. The minimum setting is 1 centisecond. The
maximum setting is 15 centiseconds.
SETTING TOUCHTONE AND INCOMING CALL OPTIONS
When recording a message Accepts the minimum duration of touch-
tones when the voice messaging system is recording a message
and does not expect the caller to press a touchtone. You do not
need to change the default setting unless the system fails to
accept touchtones. In that case, reduce the setting by 1 until the
system consistently accepts touchtones. The minimum setting
is 4 centiseconds and the maximum is 15 centiseconds.
Incoming call options
Ringing
Ring-on time Used by the voice messaging system in conjunction
with the ring-off time setting to identify a ring signal. The ring
signal consists of voltage that alternates on and off. The field
accepts the length (in tenths of a second) for the on period in
the ring cycle. For example, set it to 10 for an on period of 1
second.
Ring-off time Used by the voice messaging system in conjunction
with the ring-on time setting to identify a ring signal. The ring
signal consists of voltage that alternates on and off. Accepts the
length (in tenths of a second) for the off period in the ring
cycle. For example, set it to 40 for an off period of 4 seconds.
Wait through a complete ring on an incoming call before answering When
this check box is selected, the voice messaging system waits
through a complete ring on an incoming call before answering.
Otherwise, the system can answer in mid-ring.
SETTING TOUCHTONE AND INCOMING CALL OPTIONS
Answering
Off-hook delay Accepts the delays (in centiseconds) that you want the
voice messaging system waits after answering a call before it
begins to play a prompt or accepts touchtones.
Pooled delay Accepts the length of time that the system waits for the
ring signal to settle after answering a call when the lines are set
for pooled ringing. The system ignores any ring signals received
during this waiting period. The pooled delay can be modified
for systems that do not quickly stop the ring signal to other
ports.
Disconnecting
Release on loop current reversal (LCR) When this check box is
selected, the voice messaging system assumes that the caller
has hung up when the system receives a loop current open sig-
nal from the phone system.
Setting dialout
codes and special
dialing characters
The System> Switch> Dialing Codes page contains dialout settings for
integrating the voice messaging and the phone system.
These fields are normally left at their default values. If you need to
change any of these fields from their default values, refer to the field
descriptions before doing so. Call Technical Support if you are unsure
about changing the values in these fields.
Special dialing characters
You can include the following special characters in phone numbers
dialed by the voice messaging system.
NOTE: The systemwide phone system settings that the table refers to are
located on the System> Switch> Dialout page.
Character Description
X The voice messaging system inserts a subscribers extension ID at this point in the dialing
sequence. Use this code only when the subscribers extension ID is the same as the phone
extension you want the voice messaging system to dial.
, Comma. The voice messaging system pauses while dialing. By default, the system pauses for
1 second when the comma character is encountered in a dial string. To adjust the length of
the pause systemwide for the comma character, set the number of milliseconds in the
Comma field, located on the Dialout page.
; Semicolon. The voice messaging system pauses while dialing. By default, the system pauses
for 3 seconds when the semicolon character is encountered in a dial string. To adjust the
length of the pause systemwide for the semicolon character, set the number of milliseconds
in the Semicolon field in the Dialout page.
& Ampersand. The voice messaging system completes a hookflash (goes on hook, then off
hook). This character is commonly used to access special features on the phone system. To
adjust the length of time that the voice messaging system is on and off hook systemwide, set
the number of milliseconds in the Ampersand field in the Dialout page.
% Percent. The voice messaging system completes a longer hookflash than the ampersand
character causes, and then goes off hook. On some voice messaging systems, having an
active hookflash is equivalent to disconnecting and reinstating a call and is used for recall.
To adjust the length of time that the voice messaging system is on and off systemwide, set
the number of milliseconds in the Percent field in the Dialout page.
P The voice messaging system uses pulse dialing. To use pulse dialing systemwide, include
the P special dialing character before all dial-out phone numbers.
Q The voice messaging system disconnects. This character is useful when the call is not meant
to go to completion (for example, for message delivery to a pager).
T The voice messaging system uses tone dialing. Use this character only when a number must
be dialed as pulse, then changed midway to tone (for example, a credit card call on a pulse
exchange).
SETTING DIALOUT CODES AND SPECIAL DIALING CHARACTERS
To change the dialout settings
1 Go to the System> Switch> Dialout page.
2 In the Comma, Semicolon, Ampersand and Percent fields,
specify the duration of the dialing characters in milliseconds. The
values you specify take effect fro all dialing sequences system
wide.
3 Set the Dialtone delay field to the number of milliseconds that
the system waits for a dial tone before it places a call.
4 Set the Dialout DTMF duration field to the number of millisec-
onds the system uses for the length of a touchtone.
5 Set the DTMF interdigit delay field to the number of millisec-
onds that the system waits between touchtones when dialing.
Activating general
tone detection
If you activate the general tone detection feature, the voice messaging
system can listen for busy, reorder, or dial tone at all times. The voice
messaging system also checks for dial tone before it dials out to deliver
messages or to light message waiting lamps.
Activate general tone detection when your phone system does not
have immediate disconnect, to prevent calls from colliding during dia-
lout, and to prevent phantom calls. Phantom calls can occur when
callers disconnect immediately before being transferred.
To activate general tone detection
1 Go to the System> Switch> Switch Information page.
2 In the Integration options field, type dt.
Controlling
message waiting
indication
For the voice messaging system to control message waiting indication
on the phone system, the phone system must have message waiting
indicators on the extensions. The phone system must also allow the
indicators to be turned on and off from a standard nondigital phone.
Some special phone integrations are exceptions to this.
If the phone system lets the voice messaging system control message
waiting indicators, perform the following procedure, To confirm or
change message waiting indicator settings.
You can also control when the system resets message waiting indica-
tion. To reset message waiting indicators immediately, perform the
procedure To reset message waiting indicators immediately, on
page 274.
To confirm or change message waiting indicator settings
1 Go to the System> Switch> MWI page.
2 Confirm that the values in the Message Waiting Indicator Codes
group are correct for the phone system. The voice messaging sys-
tem must be set up with the correct codes to activate and deacti-
vate message waiting indication. Change the codes if they are not
correct.
3 Confirm that the setting in the Maximum number of retries field
is correct for the phone system. The voice messaging system must
be programmed with how many times to dial each message wait-
ing code to confirm that it takes effect. Change the setting if nec-
essary.
4 Confirm that the value in the Wait n minutes between retries
field is correct for the phone system. The voice messaging system
waits this amount of time between dialout attempts to the same
message waiting indicator. Change the setting if it is necessary.
CONTROLLING MESSAGE WAITING INDICATION
To control message waiting indicators
2 If the phone system requires a daily message waiting indicator
reset, type the reset time in the Reset MWIs daily at field.
3 To have the voice messaging system immediately reset the sub-
scribers message waiting indicator after each new message, select
the Reset MWI after each new message check box.
To reset message waiting indicators immediately
2 Click the Reset all lamps check box. The system will reset all
MWIs.
Message waiting indicator (MWI) codes The On (activation code) and
Off (deactivation code) fields contain the codes to turn on and
turn off message waiting indication. The codes must include x,
which represents the extension number.
Maximum number of retries Accepts the number of times the system re-
sends the Message Lamp On or Message Lamp Off sequence to
subscriber extensions. Retries may be necessary when circum-
stances prevent the activation of a message waiting indicator on
the first attempt.
CONTROLLING MESSAGE WAITING INDICATION
Wait n minutes between retries Accepts the number of minutes the voice
messaging system waits between retries.
Reset MWI daily at Accepts the time for daily reset of message waiting
indication. Each day at the time specified, the system activates
message waiting indication for all subscribers with new messages.
Reset MWI after each new message The system immediately resets a
subscribers message waiting indicator after each new message.
Reset all lamps The voice messaging system immediately resets all
message waiting indicators, and reactivates message waiting indi-
cation for all subscribers with new messages.
Setting a barge-in
code for live record
The live record feature lets subscribers record phone conversations.
The conversations are stored as voice messages in the subscribers
voice mailbox. If the phone system supports the live record feature,
you can program a barge-in code to allow the voice messaging system
to tap into a line and record a call in progress.
Local laws may require a periodic beep while a conversation is being
recorded. You can specify the amount of time between each beep.
Barge-in code
The barge-in code lets the voice messaging system tap into a line and
record a call in progress. The barge-in code is a sequence that can be
dialed. It should be set to initiate the executive override function,
which requires a busy tone.
For example, if the phone systems executive override function is initi-
ated by dialing the extension followed by hookflash (&), followed by
*4, then type X&*4 in the Barge-in code field.
1 Go to System> Switch> Live Record.
2 In the Barge-in field type the code for your phone system.
3 In the Live record beep interval field set the number of seconds
between beeps while a conversation is recorded.
SETTING A BARGE-IN CODE FOR LIVE RECORD
Barge-in code The barge-in code for the phone system. This code is
required to turn on the live record feature.
Live record beep interval Specifies the number of seconds between
beeps while a conversation is recorded. You can select any value
between 0 and 60 seconds. To turn off the beep, set the interval to
0. For live record from a subscribers phone, the voice messaging
system provides the beep. For live record from within ViewMail,
you must program the phone system to provide the beep.
Controlling the
call holding
message cycle
You can specify the length of time that the voice messaging system lets
the caller who is first in line in a call-holding queue wait on hold
before asking whether the caller wants to keep holding, leave a mes-
sage, or try another extension. For callers who are farther back in the
queue, the message cycle is determined by the length of each music-
on-hold prompt.
The actual time that a caller waits is the value in the Amount of time
between retries field multiplied by the value in the Maximum num-
ber of attempts to transfer a call to a busy extension field, plus a few
seconds. The recommended settings are 4 for the maximum number
of attempts to transfer a call to a busy extension, and 5 seconds for the
amount of time between retries.
To set up the call holding cycle for the caller who is first in line
1 Go to System> Switch> Call Holding.
2 In the Maximum number of attempts to transfer a call to a busy
extension field, type the number of times that you want the sys-
tem to try to transfer a call before asking if the caller wants to con-
tinue to hold.
3 In the Amount of time between retries field, type the time, in
tenths of a second, that you want the voice messaging system to
wait before each attempt to transfer a call.

CONTROLLING THE CALL HOLDING MESSAGE CYCLE
Maximum number of lines allowed on hold at one time This field specifies
the maximum number of calls allowed on hold at one time for the
entire voice messaging system.
Maximum number of calls allowed to hold at one time
for an extension This field specifies the maximum number of calls
allowed on hold at one time for any one physical extension.
Maximum number of attempts to transfer a call to a busy extension This
field sets the number of times the system attempts to transfer a
call to a busy extension before asking if the caller wants to con-
tinue to hold.
Amount of time between retries This field specifies the time, in tenths of
a second, that the voice messaging system waits between transfer
attempts. Combined with the Maximum number of attempts to
transfer a call to a busy extension field, this setting determines
how often the system re-prompts the first caller on hold.
The actual time that a caller waits is the value in the Amount of
time between retries field multiplied by the value in the Maxi-
mum number of attempts to transfer a call to a busy extension
field, plus a few seconds. A setting lower than the default of 5 sec-
onds may put calls through more quickly. A higher setting may
make the holding conversation sound better to the caller.
Limiting the
number of ports
on hold
If call holding is active for boxes or subscribers, it is recommended
that you limit both the number of ports that can be on hold for any
single extension, and the total number of ports that can be on hold in
the entire voice messaging system. For best performance, set the
Maximum number of calls allowed to hold at one time for an exten-
sion field to half or less of the total number of ports in your voice mes-
saging system. When the voice messaging system reaches the
maximum number of ports allowed on hold, it directly routes addi-
tional callers to the greeting for the extension without offering them
the option to hold.
To limit the number of ports on hold
1 Go to the Switch> Call Holding page.
2 In the Maximum number of calls allowed to hold at one time
field, type the number of ports that can be on hold for the entire
system.
3 In the Maximum number of lines allowed on hold at one time for
an extension field, type the number of ports that can be on hold
for any single extension.
To set up the hold-time message cycle for callers who are farther back
in the queue
1 Go to the System> Voice Prompt page.
2 Locate the music-on-hold prompts in the holding (HD) prompt
set.
3 Because the first music-on-hold prompt is already recorded,
record the other nine prompts with music or promotional mes-
sages.
Setting up voice
detection
For voice detect boxes, the voice messaging system routes the caller to
the system ID specified in the If the caller remains silent field on the
Call Management> Voice Detect Boxes> Voice page. If this field does
not contain a system ID, the system takes the action set on the Greet-
ings page for the box.
For any box using voice detect call holding, the system takes the action
set on the Greetings page for the box.
To change the voice detection setting
1 Go to System> Switch> Call Holding.
2 In the Maximum time the system waits for a caller to speak field,
type the length of time, in seconds, that the voice messaging sys-
tem waits for a caller to speak.
Maximum time the system waits for a caller to speak Accepts the number
of seconds that the voice messaging system waits for an unidenti-
fied caller to speak. This field is applicable to both voice detect
boxes and boxes that use voice detect call holding.
Enabling callers to
send cut-through
pages
The voice messaging system can let callers send their phone number
to a subscribers pager when the subscribers phone is unanswered.
This process is called cut-through paging.
You can set up one of three types of cut-through paging for a sub-
scribers extension: attended paging, unattended paging, and release
paging.
Attended paging
With attended paging, to send a phone number to the subscribers
pager the caller presses a touchtone key, then enters the phone num-
ber. After placing the caller on hold, the voice messaging system dials
the subscribers pager and sends the phone number. The system then
reports whether this call was successful before closing the call. If the
call to the pager does not connect, the caller has the opportunity to
leave the subscriber a voice message. Attended paging can be set up to
use either one or two ports.
Unattended paging
With unattended paging, to send a phone number to the subscribers
pager the caller presses a touchtone key, then enters a phone number.
The voice messaging system then sends the callers phone number to
the subscribers pager and ends the call. Unattended paging can be set
up to use either one or two ports.
There are two special dialing characters available for use with cut-
through paging. See Special dialing characters on page 270 for
details.
Using one or two ports for cut-through paging
With attended or unattended paging, you can specify whether the
voice messaging system uses one port or two for cut-through paging.
When the system uses only one port, the system is vulnerable toll
fraud. When the system uses two ports, there is no risk of toll fraud.
However, the phone system ties up two ports for the call.
ENABLING CALLERS TO SEND CUT-THROUGH PAGES
Release paging
With release paging, the caller presses a touchtone key to send a
phone number to the subscribers pager. The voice messaging system
then transfers the caller to the subscribers paging service and ends the
call.
When release paging and hold music are both enabled, callers
hear music while the voice messaging system dials the sub-
scribers pager.
Release paging by outside callers is available only if the phone sys-
tem supports trunk-to-trunk transfers. For more information,
contact your phone system administrator.
When release paging is enabled and the number for the sub-
scribers paging service is a long-distance call, the call to the pager
incurs a long-distance charge.
To turn on cut-through paging for the voice messaging system
1 Go to the System> Switch> Cut-Through Paging page.
2 Select the Enable cut-through paging check box.
3 In the Cut-through page ID field, type a system ID for cut-
through paging, for example, $PAGE. This system ID is used with
one-key dialing.
4 In the Cut-through Page Type group, select either Attended,
Unattended, or Release.
5 Select the Dial out to paging service on same port that handled
call check box to use only one port for cut-through paging. To use
two ports for cut-through paging, clear this check box.
6 In the Cut-through page initiate sequence field, type the trans-
fer sequence to transfer the call for cut-through paging. Or, to use
the call transfer initiate sequence set on the Dialing Codes page in
System> Switch, leave this field blank.
7 In the Cut-through page recall sequence field, type the recall
setting for cut-through paging. To use the call transfer recall
sequence set on the Dialing Codes page in System> Switch, leave
this field blank.
ENABLING CALLERS TO SEND CUT-THROUGH PAGES
To turn on cut-through paging for a subscriber
1 Go to the Subscribers page, press the icon to find the sub-
scriber, then click the subscriber name.
2 Select the Notification page.
3 From the Message Delivery lest, select the Pager Phone device.
4 Select the Enable check box to activate message delivery.
5 In the Extension text box, type the pager phone number. These
special dialing codes are also available:
Include a colon (:) to dial the callers phone number, then the
number after the colon (:). For example, 1234567:999.
Include the letter M to insert the callers phone number. For
example, 1234567:*M999.
To set up cut-through paging as a one-key dialing choice
1 Go to the Subscribers page, press the icon to find the sub-
scriber, then click the subscriber name.
2 Select the One-Key Dialing page.
3 Type the cut-through paging ID in one of the numbered menu
choice text boxes. For example, type $PAGE.
4 In the One key delay field, type the number of seconds that the
system pauses and waits for a caller to enter additional keys.
6 Tell the subscriber the touchtone key is assigned to cut-through
paging. The subscriber should then re-record the greeting to pro-
vide paging instructions to callers.
CHAPTER 11: HOSPITALITY 285
CHAPTER 11: Hospitality
Hospitality overview.....................................................................286
Resetting a hotel guest message box...........................................287
Accessing guest messages after checkout....................................289
Setting up the hotel guest directory ..............................................290
Using overlapping room extension numbers ..................................292
Setting up wake-up calls..............................................................294
Setting up check-in messages......................................................298
Setting up the multilingual guest conversation feature ...................300
Allowing hotel guests to use passwords........................................302
Retrieving hotel guest messages..................................................304
Setting up informational messages ..............................................305
Using hotel guest IDs..................................................................306
Restoring a mailbox ....................................................................308
Setting up hotel guest personal options........................................309
Adding and deleting hotel guest rooms and messages...................310
Setting guest names, voice name, language and message storage.312
Deleting a hotel guests password ...............................................314
Changing guest options for a hotel guest ......................................315
Changing a hotel guests call transfer...........................................318
Guest greetings ..........................................................................320
Message notification...................................................................322
Converting a hotel guest to a subscriber .......................................325
Hotel information service.............................................................326
Help option for an information service ..........................................328
Direct call transfers.....................................................................329
Incorporate advertisers into an information service........................330
Setting up remote recording for advertisers...................................331
Keeping your information service current ......................................332
Hospitality
overview
When you set up and manage the Hospitality feature, you will use two
pages: the System> Configuration> Hospitality Settings page, and the
System> Configuration> Guests Settings page. These pages let you
provide customized voice messaging services for hotel guests, such as
wake-up calls, the hotel guest directory, and guest information ser-
vices.
The options available to all guests are shown on the Hospitality Set-
tings page. The changes that you make on this page affect only new
guests. You change the settings for an individual guest by using the
Hotel Guests> Guests page for that guests room.
If you have a property management system (PMS) integration, your
installer will set up the integration before you set up and customize
the Hospitality feature.
Resetting a hotel
guest message box
When a guest is checked out on the property management system
(PMS), the PMS integration automatically resets the rooms mailbox on
the voice messaging system so that voice messaging is immediately
available for the next guest in that room.
If the PMS is not able to provide the checkout information to the voice
messaging system, the hotel staff uses the Reset message box ID
code specified on the Hospitality Settings page to check out a guest
manually and reset the rooms mailbox. In this case, it may be easier
for housekeeping staff to reset a rooms mailbox after they prepare the
room for the next guest.
When a rooms mailbox is reset, the system clears any special options
set by the hotel staff or by the previous guest, such as the password,
personal greeting, or language choice.
RESETTING A HOTEL GUEST MESSAGE BOX
To manually reset a rooms mailbox and check a guest out from the voice
messaging system
1 Call the voice messaging system.
2 Dial the Reset message box ID number (specified on the Sys-
tem> Configuration> Hospitality Settings page).
3 Dial the room extension of the guest who is checking out.
4 Press 1 to confirm the checkout.
Reset message box ID Used to specify the code used by hotel staff to
check out a hotel guest manually and reset the voice mailbox for
the next guest. The default code is 636.
Accessing guest
messages after
checkout
After a guest has checked out, any unheard messages are transferred to
a guest message storage box, where they are held for a certain period
of time. Hotel staff use the Post check-out ID code specified on the
Hospitality Settings page to let a guest access these messages. When a
guest checks out, hotel staff can also check the PMS to make sure that
the guest has received all the messages.
To transfer a guest to the message storage box after checkout
1 Initiate a call transfer.
3 Dial the Post check-out ID number (specified on the System>
Configuration> Hospitality Settings page), and then dial the room
extension of the guest who has checked out.
4 Confirm the extension and checkout day.
5 Listen for the beep, then complete the call transfer.
Post check-out ID Used to specify the code used to access a guest mes-
sage storage box, where the guest can review any unheard mes-
sages after checkout. The default code is 654.
Setting up the
hotel guest
directory
The hotel guest directory allows callers to be transferred to a guests
extension without the help of an operator. The numbers of the guest
rooms are never given out by the voice messaging system.
Guests can choose whether they are included in the guest directory. To
be included in the hotel guest directory, guests access the voice
messaging system, select the guest directory option, and follow the
system instruction prompts to record their name.
To enable the use of the hotel guest directory
1 Go to the System> Configuration> Hospitality Settings.
2 If you want to use the hotel guest directory, confirm that a system
ID is entered in the ID for guest directory field. If your site will
not use the guest directory, remove the default system ID and
leave this field blank.
3 If you use the hotel guest directory, record an opening greeting
that includes the guest directory ID in a one-key dialing menu or
in a go to ID field.
Auto transfers
The hotel guest directory conversation asks external callers to identify
the guest they are trying to reach by entering the first few letters of the
guests last name. You can choose to allow direct transfers without
confirmation if the system finds only one matching guest name in the
directory for example, if there is currently only one guest with the
last name Smithor you can require that external callers confirm all
selections of guest names.
To make auto transfer available to external callers
1 Go to System> Configuration> Hospitality Settings.
2 Select the Auto xfer check box to automatically transfer the
caller to the guests extension when there is only one matching
guest name in the directory.
Auto xfer Select this check box to automatically transfer a caller to the
guests extension.
SETTING UP THE HOTEL GUEST DIRECTORY
Spelled guest names
To include a guest in the guest directory, the voice messaging system
requires the spelling of the guests last name. If your hotel has an inte-
grated PMS (property management system), the property manage-
ment system can automatically send guest names to the voice
messaging system. If your property management system supports
spelled guest names, you can choose whether guests can change the
spelling of their name in the guest directory.
If the property management system does not automatically provide
this information, guests can spell their name during the voice messag-
ing system enrollment process, or hotel staff can enter guest names at
the console.
To let guests change the spelling of their names in the guest directory
1 Go to System> Configuration> Guest Settings.
2 Select the Allow guests to set spelled name for directory check
box to let guests change the spelling of their name in the directory.
Allow guests to set spelled name for directory Select this check box to
allow hotel guests to change the spelling of their names in the
hotel guest directory. If you clear this check box, guests cannot
change the spelling of their names.
Using overlapping
room extension
numbers
If your phone system uses overlapping room extension numbers of
different lengths (for example, 110 and 1102), the voice messaging sys-
tem must be able to distinguish between them to transfer a call or
send a message lamp on or off code. An ID entry delay is used for this
purpose. This delay prevents the voice messaging system from trans-
ferring the call or sending the lamp code until the complete extension
number is received.
For example, if your hotel has extension numbers 110 and 1102, and
the Tall hotel fields are not set properly, then whenever a call is
transferred or a lamp code is sent to extension 1102, the voice messag-
ing system will send the call or lamp code to extension 110 as soon as
the first three digits are received. Extension 1102 never receives a call
or has its message lamp lit.
The field name Tall hotel was originally used to describe a facility
that had overlapping extension numbers because of the presence of
guest rooms on floors 11 and higher. However, the Tall hotel fields
are used whenever overlapping extension numbers exist, regardless of
the number of guest room floors in the facility.
To configure the voice messaging system for overlapping room
extension numbers
2 Select the Tall hotel check box.
3 Confirm that the Tall hotel ID entry delay field has a delay
appropriate to your phone system. If not, type in an appropriate
delay.
4 Go to the System> Switch> Switch Information page.
5 In the Integration options field, type TIA,,, .
6 Go to the Switch> MWI page.
7 Locate the On (activation) code and Off (deactivation) code
fields. Type ,, immediately at the end of the codes in each of
these two fields.
Tall hotel Specifies whether your site uses an overlapping room exten-
sion numbering scheme (for example, extensions 110 and 1102).
Select this check box if this is the case.
USING OVERLAPPING ROOM EXTENSION NUMBERS
Tall hotel ID entry delay Specifies the number of seconds that the voice
messaging system waits for additional digits before transferring a
call. The default is 2. This field is used only if the Tall hotel field
is selected.
Setting up wake-up
calls
The voice messaging system allows guests to set up and manage their
own wake-up calls. There are several reports available to help you to
monitor and manage the wake-up service. See Creating hospitality
reports on page 252 for more information.
System capacity
The system can make approximately three wake-up calls per minute
per dial-capable port on your voice messaging system. Wake-up calls
are sent out only on ports set as Answer/Dial out, Dial out only,
Answer/Message, and Message only.
If your guests experience wake-up call delays, review your port config-
uration to determine whether you have an adequate number of ports
configured to meet guest needs.
To make the wake-up call feature available to guests
1 Go to the System> Configuration> Hospitality Settings page.
2 In the Wake-up Call area, select the Enable check box to let
guests set up their own wake-up calls.
3 In the rings field, type the number of times a guest phone will
ring for wake-up calls. To prevent unanswered wake-up calls from
being forwarded to a guests voice mailbox, the number of rings
should be less than the number of rings that the phone system
waits before forwarding calls to the voice messaging system.
4 In the Ring frequency field, type the number of minutes for the
system to wait to make a subsequent wake-up call if the initial
wake-up call is unanswered. If this time interval is too long, guests
may receive the wake-up call too late to meet their desired sched-
ule. If this interval is too short, the entire series of wake-up calls
may be missed if the guest is in another room of their suite or is
otherwise unable to take the calls.
5 In the Maximum number of retries field, type the maximum
number of wake-up call retry attempts when wake-up calls are
not answered.
SETTING UP WAKE-UP CALLS
Enable Allows guests to set their own wake-up calls. Select this check
box to enable this feature, or clear it to disable this feature.
Rings Specifies the number of times a guest phone rings for wake-up
calls. The default is 4 rings.
Ring frequency Specifies the number of minutes the system waits
before retrying an unanswered wake-up call. The default is 2 min-
utes.
Maximum number of retries Specifies the maximum number of wake-up
call retry attempts. The default is 2 attempts.
Changing the wake-up greeting
The system comes with a standard wake-up greeting that is played in
the default system language. The system also lets you customize the
wake-up greeting that guests hear.
You can change the wake-up greeting from the console on the Hospi-
tality Settings page, or you can record the wake-up greeting by calling
the voice messaging system and responding to system prompts. The
minimum length for a custom wake-up greeting is 2 seconds.
To maximize system performance, if you record a custom wake-up call
greeting, keep it short. The length of the wake-up call greeting affects
the number of wake-up calls that the system can make per hour.
To change the wake-up greeting by phone
2 Dial the number specified in the Wake-up greeting ID field on
the Hospitality Settings page.
3 Record the new greeting. The length of the recording will be dis-
played the button adjacent to the Wake-up greeting ID check
box.
To change the wake-up greeting from the Hospitality Settings page
1 Go to Hospitality Settings.
2 Click the button adjacent to the Wake-up greeting ID check box.
3 Record the new greeting. The length of the greeting will be dis-
played on the button.
Handling unanswered wake-up calls
The voice messaging system provides an added security option
urgent notification of designated hotel staff when repeated wake-up
call attempts are unanswered by a guest. Unanswered wake-up calls
can alert hotel staff to a guests possible need for assistance.
To provide staff notifications of unanswered wake-up call attempts
1 Obtain a pager and dedicate it to unanswered wake-up call notifi-
cation.
2 Set up a subscriber message box, and dedicate it solely to wake-up
call notification. Set the message box to notify the dedicated pager
number.
4 In the On unanswered notify ID field in the Wake-up area, type
the message box ID that you created in step 2. The system auto-
matically designates any unanswered wake-up call messages sent
to this box as urgent.
5 Assign the dedicated pager to a hotel staff member on each shift.
Instruct these staff members to promptly investigate any unan-
swered wake-up call notification messages.
Wake-up greeting ID Specifies the system ID of the wake-up call greet-
ing so that hotel staff can change the wake-up greeting over the
phone. The default is 656.
On unanswered notify ID Specifies the subscriber ID to be notified when
the final wake-up call retry is unanswered.
Setting up check-in
messages
A check-in message is a greeting that hotel guests hear the first time
they access the system. This message is used to greet guests and pro-
vide useful information about the hotel. Guests hear the check-in
message only once. You can set up and record a check-in message for
newly enrolled guests from the console or from the phone.
NOTE: The First-time enrollment field on the Guest Settings page
must be set in order to enable check-in messages. If this is turned off, the
guest does not hear the message.
To set up the check-in message
1 Go to System> Configuration> Guests Settings.
2 Confirm that the First-time enrollment check box is selected.
3 Go to the Hospitality Settings page.
4 Select the Enable check-in message check box.
5 To change the default system greeting, type the new check-in
message ID in the Check-in message ID field.
6 Click the button adjacent to the Check-in message ID field and
record a new greeting.
Enable check-in message Select this check box to turn the check-in
message option on.
SETTING UP CHECK-IN MESSAGES
Check-in message ID Accepts the check-in message ID. The adjacent
button displays the recording length for the check-in message
greeting. If it displays 0:00, no greeting has been recorded and the
system uses the default greeting. The default greeting plays in the
default system language.
Setting up the
multilingual guest
conversation
feature
Hotel guests, and their external callers, can hear the system conversa-
tion in the guests language choice while in the guests mailbox, if the
appropriate hospitality language has been installed on the voice mes-
saging system.
The first time a guest dials the voice messaging system, the system
conversation asks the guests to choose a language. It offers the default
system language first, then presents the other language choices in the
order they were installed. A guests language choice remains in effect
until the guest either changes it or checks out. Installation of an addi-
tional language does not alter guest language choices currently in
effect.
To set up the multilingual guest conversation feature
1 Confirm that there is 1.5 MB of free disk space available (10 min-
utes of recording time) for each language you are installing. Look
at the Recording time field on the Banner screen to check the
total amount of system recording time available.
2 Install additional languages in the order that you want the
choices to be offered to hotel guests.
3 Log on to the voice messaging system as a system manager.
4 Go to System> Voice Prompts, and verify that each language you
installed is listed.
6 Select the Allow language choice check box to let guests choose
one of the installed languages.
7 Select the Allow callers to hear guest language check box to
enable this feature for external callers.
Allow callers to hear guest language Select this check box to allow exter-
nal callers to hear the system prompts in the language the guest
has chosen while in the guests mailbox. This option is available
only if Allow language choice is selected.
SETTING UP THE MULTILINGUAL GUEST CONVERSATION FEATURE
Allow language choice Select this check box to allow guests to choose
the language they hear when using the voice messaging system.
This option is available only if you have installed the multilingual
guest conversation feature.
Allowing hotel
guests to use
passwords
The password option lets a guest set a password so that only the guest
can access the guests mailbox. This password does not appear on the
console and is not accessible to hotel staff. You can set up the system
so that guests have direct access to their messages from their rooms
without entering an ID or a password. See Setting up auto-login for
hotel guests on page 303. Initial setup of hotel guest passwords is
done in the System> Configuration> Guest Settings page, including
setup for PMS systems that offer automatic password assignment.
Password management for individual guests is done in the Hotel
Guests> Guests page for that guests room. If a hotel guest forgets the
password, hotel staff can delete the password so that the guest can cre-
ate a new one.
To enable hotel guests to use passwords
1 Go to the System> Configuration> Guest Settings page.
2 If your PMS integration offers password assignment, and you
want the system to automatically assign passwords to hotel
guests, select the Automatic password assignment check box.
3 If you selected Automatic password assignment, type the num-
ber of digits for guest passwords in the Password length field.
4 Select the Allow passwords check box, to enable guests to use
passwords to retrieve their messages.
Allow passwords Select this check box to allow hotel guests to use pass-
words to retrieve voice messages.
Automatic password assignment Select this check box to enable the sys-
tem to automatically assign passwords to hotel guests. This field
applies only to PMS integrations that offer password assignment.
Password length Specifies the length of the guest password. The default
is 4 digits.
ALLOWING HOTEL GUESTS TO USE PASSWORDS
Setting up auto-login for hotel guests
When hotel guests call the voice messaging service from their rooms,
they do not need to enter a personal ID or password when auto-login
is enabled. Auto-login is available only to a subscriber designated as a
hotel guest. Auto-login is not available to other subscribers, sub-
scriber guests, or transaction boxes. This option is disabled by default.
To enable auto-login
2 In the Integration options field, type hlog=1.
To disable auto-login
2 In the Integration options field, type hlog=0 or delete the
hlog=1 text.
3 If you delete the hlog=1 text, restart the voice messaging sys-
tem to put the change into effect.
Integration options Accepts special integration options that control how
the voice messaging system works with the phone system, such as
hlog=0 to disable auto-login or hlog=1 to enable auto-login.
Retrieving hotel
guest messages
Using the message waiting indicators on their room phones, guests
can determine whether they have messages. Guests can then retrieve
messages by calling the voice messaging system, or, if your phone sys-
tem supports easy message access, guests can press a button on their
room phone. Refer to your phone system documentation to determine
whether easy message access is available and how to set it up.
Guests retrieve messages by calling the voice messaging system and
entering their personal ID. If you allow guests to set passwords, they
must also enter their password before they can retrieve their mes-
sages.
Transferring guests and callers to mailboxes
Guests can also retrieve their messages while away from their room by
calling the hotel operator and being transferred to their mailbox.
Perform the following procedures to transfer a caller or guest directly
to a mailbox.
To transfer a checked-in guest directly to a mailbox
2 Enter the voice messaging system number, the default guest ID
(usually 8), and then the guest room extension.
3 Complete the call transfer.
To transfer a caller directly to a guests mailbox
2 Enter the voice messaging system number, the room extension,
and then the transfer override code.
3 Complete the call transfer.
Setting up
informational
messages
From the System> Configuration> Guest Settings page, you can set up
the system so that after guests check their messages, they are routed to
a transaction box. This transaction box can offer informational mes-
sages that go to all enrolled hotel guests. For example, you can use this
type of message to communicate information about hotel events or
local businesses and services. These will be played according to the
schedule assigned to the transaction box.
Guests hear these messages after they have finished checking mes-
sages in the voice mailbox. At any point, guests can choose not to hear
the informational messages by hanging up.
To set up informational messages for hotel guests
1 Create a transaction box. For this transaction box:
Use a unique system ID for the box.
On the Greetings page for the transaction box, record the
appropriate day, night, and alternate greetings.
In the After day Greeting and After Night Greeting groups,
select Hang up for both actions.
3 In the After message retrieval go to ID field, type the system ID
of the transaction box you created in step 1.
After message retrieval go to ID Accepts the system ID of the transaction
box where hotel guests are routed after they have retrieved their
messages.
Using hotel guest
IDs
The voice messaging system automatically creates a mailbox and a
personal ID for each guest room extension. The personal ID is
assigned to the room extension, rather than to an individual guest.
The system uses the personal ID to identify the guests mailbox.
Using room numbers as the guest room extension numbers can sim-
plify use of the guest messaging service for both hotel staff and guests.
Each Hotel Guests page displays a guest room extension and its mail-
box, and can correspond to a guest room number.
How the system creates a guest personal ID
The following example illustrates how the system creates the personal
ID 8638:
8 = Default guest ID The default guest ID is specified in the Default
guest ID field on the Guest Settings page. If you change the
default guest ID, ensure that the new ID does not conflict with any
others on the system.
638 = Guestroom extension Guest room extensions are entered into the
system during installation.
8638 = Personal ID The guest personal ID consists of the default guest
ID followed by the guest room extension. The guest personal ID is
displayed on the Hotel Guests page.
USING HOTEL GUEST IDS
Guest message storage after checkout
When a guest room mailbox is reset at checkout, the voice messaging
system automatically creates a message storage box for any saved or
unheard messages. The guests saved and unheard messages are
stored for the number of days specified in the Days to store messages
for checked-out guests field on the Guest Setting page.
The extension ID and personal ID for the guest message storage box
are the same as the original room extension ID and personal ID, except
that they are preceded by an asterisk (*) and end with the day the mail-
box was reset, typically the checkout day. The following table shows
how the system creates a guest message storage box
To set the length of time guest messages are archived
2 In the Days to store messages for checked out guests field, type
the number of days that the voice messaging system stores mes-
sages for checked-out guests.
Default guest ID Specifics the convention used to create each hotel
guests personal ID. The default setting is 8x, where 8 is the ID
and x represents the guests extension.
Days to store messages for checked out guests Specifies the length of
time, in days, that the voice messaging system stores messages for
checked-out guests. The default is 3 days.
Room
extension
Message storage box Personal ID
712 *71203 (the guest checked out
on the third day of the month)
*871203
Restoring a
mailbox
Hotel staff can undo a checkout if a guest wants to check back into the
same room or if the guest was accidentally checked out. If a staff per-
son restores the room on the same day that the checkout was recorded
on the PMS, the PMS integration can restore unheard messages and
guest options. If you do not have a PMS integration that can restore
messages and guest options on the voice messaging system, perform
the following procedure.
To manually restore a guests mailbox and personal settings
1 Delete the new guest from the system.
2 Change the personal ID and room extension ID in the guests
message storage box to the original IDs for the room.
Mailbox merge and room change
If a guest decides to change rooms, some property management sys-
tems can automatically transfer a guests messages to the new rooms
mailbox. If a guest moves into a room already occupied by another
guest, some property management systems can merge the two mail-
boxes.
Setting up hotel
guest personal
options
The System> Configuration> Guests Settings page provides default
settings that also appear on the Hotel Guests> Guests pages. These set-
tings can be customized for individual guests as needed.
You can choose whether guests hear the hotel guest enrollment con-
versation the first time they access the voice messaging system. You
can also give guests the option of recording a personal greeting for
their room extension. If no personal greeting is recorded, the system
plays a standard greeting. If a guest records a name, it will be included
in the standard greeting. External callers can also be allowed to make
changes to messages they have recorded for guests.
To set up default hotel guest personal options
1 Go to System> Configuration> Guests Settings.
2 Select the First time enrollment check box, to let guests hear the
guest enrollment conversation the first time they log on to the
voice messaging system.
3 Select the Allow personal greetings check box, to let guests
record and change their own personal voice messaging greeting.
4 Select the Allow edits in message box check box, to let callers
make changes to messages that they have just recorded.
First time enrollment Allows guests to hear the guest enrollment con-
versation the first time they log on to the voice messaging system.
Allow personal greetings Allows guests to record and change their own
personal voice messaging greetings.
Allow callers to change messages they recorded Allows callers to change a
message they have just recorded.
Adding and
deleting hotel
guest rooms and
messages
The PMS integration usually provides all of the guest room numbers to
the voice messaging system automatically. If you do not have a PMS
integration that can provide guest room numbers, you can use the
Hotel Guests page to add and delete guest room numbers. Use the fol-
lowing procedure, To manually add hotel guest rooms to the voice
messaging system, when the voice messaging system is first being set
up. Then, use the next procedure, To manually add guest names, to
add the guest names to the system.
To manually add hotel guest rooms to the voice messaging system
1 Go to Hotel Guests> Guests.
2 Click the icon. The Add Guest dialog box will be displayed.
3 In the Range of Room Extensions field, type the hotel guest
rooms you want to add.
4 Click Add to add the rooms.
5 Click Cancel to close the Add Guest dialog box.
Manually adding hotel guest names
The property management system integration usually provides all the
guest names to the system automatically. If you do not have a property
management system integration that automatically provides guest
names, use the following procedure, To manually add guest names.
To manually add guest names
2 Click the Find icon.
3 Select the guest whose name you want to change.
4 Type the guests name in the Name field.
ADDING AND DELETING HOTEL GUEST ROOMS AND MESSAGES
Deleting hotel guests, their messages, or both
If you delete a hotel guest at the voice messaging system console, the
system automatically deletes all messages for that guest. If necessary,
you can delete only the guest's messages from the system.
To delete a hotel guest
1 Go to the Hotel Guests> Guests> Profile page for the guest that
you want to delete.
3 Click OK to confirm the deletion.
To delete a hotel guests messages
1 Go to Hotel Guests> Guests> Profile.
3 Click OK to confirm the deletion.
Setting guest
names, voice
name, language
and message
storage
The optional PMS Integration package automatically sets up hotel
guest room numbers, names, and mailboxes for each guest. Without a
property management system integration package, guests, guest room
numbers and names must be manually added to the system. If hotel
staff enter guest names manually, enter them using the format last
name, first name to enable sorting of guests by last name on reports
and at the console.
Guests can record their names in the voice messaging system during
enrollment. Callers hear this recording when they leave messages for
the guest. If a guest decides to be included in the guest directory, call-
ers hear this recorded name when they search for the guest in the hotel
guest directory.
On the Hotel Guests> Guests> Profile page, the system automatically
keeps track of and displays the total length of new and saved messages
for each guest room extension in the New messages and Total mes-
sages fields. The extension number is displayed in the Extension
field.
Personal ID The unique ID associated with the guest room.
SETTING GUEST NAMES, VOICE NAME, LANGUAGE AND MESSAGE STORAGE
To record a voice name for a guest
2 Click the icon search for the desired hotel guest.
3 On the Profile page for the guest, click the Voice name button to
record the voice name.
Guest language choice
If the multilingual guest conversation feature is installed, the Lan-
guage field displays the system abbreviation for the guests language
choice. If a guest does not select a language from the Language list
box, the system uses the language specified in the Default system lan-
guage field on the System> Configuration> General page.
Setting up message storage
You can specify the length of time that a hotel guests old or archived mes-
sages are stored. When a new message arrives for a hotel guest, it is stored
until it is retrieved. After the message is heard, it becomes an old message
and is saved for a certain number of days. The Keep old messages for field
on the Profile page specifies the number of days that old messages are
saved by the system for that hotel guest. Hotel guests can save some mes-
sages to listen to or respond to at a later date. Hotel guests can archive these
messages. An archived message is saved for a longer period of time than an
old message. Each time hotel guests listen to the archived message, they
must archive it again; otherwise, it is deleted. A message can be archived for
an unlimited number of times.
To specify the number of days that old or archived messages are
stored
1 Go to the Hotel> Guests> Profile page for the guest.
2 In the Keep old messages for and Keep archived messages for
fields, type the desired number of days.
Keep old messages for Accepts the number of days the voice messaging
system retains messages that have been heard but not archived. If
you select 0 (zero), messages are kept until midnight of the day
when they are first heard.
Keep archived messages for Accepts the number of days the voice mes-
saging system retains archived messages.
Deleting a hotel
guests password
To delete a hotel guests password
1 Go to the Hotel> Guests> Profile page for the guest. If no security
code is set for the subscriber, then the message Phone password
disabled will be displayed.
2 If the subscriber has a security code, then you must select the
Delete phone password box in order to delete the hotel guests
security code.
4 Instruct the guest to create a new password.
Changing guest
options for a hotel
guest
Hotel staff can view and change options for an individual guest on the
Guest Options page for that guest.
First time enrollment
Hotel staff can see whether a hotel guest has completed the first-time
enrollment activities by viewing the status of the Require first-time
enrollment check box. If this box is selected the hotel guest has not
yet completed the enrollment in the voice messaging system, and the
system will play the enrollment conversation the first time the guest
calls the system.
Hotel guest directory
If the hotel guest directory option is available to all guests on the Hos-
pitality Settings page, you can determine whether a guest has chosen
to be in the directory by viewing the status of the Include in guest
directory check box.
If a hotel guest needs instructions on how to be added to the guest
directory or how to change the guest directory setting, hotel staff can
guide the guest through the process using the following procedure,
To add a guest to the hotel guest directory.
To add a guest to the hotel guest directory
1 The guest accesses the voice messaging system, checks any mes-
sages, then selects the guest directory option and follows the sys-
tem instruction prompts.
2 The guest records a voice name. If the property management sys-
tem does not provide spelled guest names, the guest is asked to
enter the first three letters of the guests last name using the
phone keypad.
The guest is now included in the hotel guest directory. The guest will
be removed from the directory at checkout.
CHANGING GUEST OPTIONS FOR A HOTEL GUEST
Personal greetings and passwords
You can change whether a guest can record a personal greeting by
selecting or clearing the Allow personal greetings check box. Do not
change the Allow password check box without performing the proce-
dure given inAllowing hotel guests to use passwords on page 302.
If a hotel guest forgets the password, you can delete the password so
that the guest can create a new one.
Include in guest directory Shows whether guests have their names
included in the hotel guest directory.
Allow personal greetings Allows guests to record a personal greeting for
their room extension. If no personal greeting is recorded, the sys-
tem plays a standard greeting. If the guest has recorded a voice
name, it will be included in the standard greeting.
Require first time enrollment Causes the voice messaging system to play
the enrollment conversation the first time the hotel guest accesses
the voice messaging system.
Allow password Allows hotel guests to assign passwords for their voice
mailboxes.
CHANGING GUEST OPTIONS FOR A HOTEL GUEST
Managing wake-up calls for an individual guest
If necessary, hotel guests can set and change their own wake-up call
time. They can select either a single wake-up call or a daily wake-up
call for each day they are at the hotel, by using the following pro-
cedure, To add or change a guest wake-up call.
Hotel staff should become familiar with this procedure, in the event
that a guest requires assistance setting up or changing a wake-up call.
To add or change a guest wake-up call (by phone)
1 The guest calls the voice messaging system, checks any messages,
and then selects the wake-up call option by following the system
prompts.
2 The guest enters the wake-up time on the phone keypad. For
example, 700 represents 7:00.
3 The guest selects A.M. or P.M.
4 The guest selects one time only or daily. The system confirms
the selected wake-up time.
To add or change a guest wake-up call (from the console)
1 Go Hotel Guest> Guests> Guest Options.
2 Select the Enable wake-up call, at check box.
3 Select the wake-up time from the two adjacent fields.
4 Select the Every day check box if desired.
Enable wake-up call, at Specifies the wake-up call time.
Every day Specifies whether the hotel guest wants a wake-up call just
once, at the time shown in the Enable wake-up call, at field, or
every day the guest is at the hotel.
Changing a hotel
guests call transfer
The call transfer settings for each hotel guest are located in the Call
Transfer page for the guest.
Call transfer settings
Each new hotel guest has the same transfer option settings as those
specified on the System> Configuration> Hospitality Settings page.
You can change these default options and specify whether to transfer
calls directly to a hotel guest or, if not, where to transfer the calls
instead.
To change a hotel guests call transfer settings
1 Go to the Hotel Guests> Guests> Call Transfer page for the hotel
guest whose call transfer options you want to change.
2 Specify where you want calls for a hotel guest to be transferred by
doing one of the following:
If you want calls to be transferred to the hotel guest, select the
Enable call transfer check box. Then select either Transfer to
guests extension, or Transfer to and type the desired exten-
sion.
If you do not want calls transferred to the hotel guest, clear the
Enable call transfer check box. Calls are then transferred
directly to the guest's voice mailbox.
3 Select the transfer type from the list box.
4 If the selected transfer type is Await Answer or Wait for ringback,
then in the Wait forrings field, select the number of rings.

CHANGING A HOTEL GUESTS CALL TRANSFER
Transfer type Specifies how the phone system and voice messaging sys-
tem interact during call transfers to the hotel guest's voice mail-
box.
Await Answer Places the caller on hold and dials the specified extension
or phone number. If the call is answered within the number of
rings specified in the Wait for rings field, the call is trans-
ferred. If a busy signal is received or if the call is not answered, the
greeting is played and the appropriate action is taken.
Release Places the caller on hold, dials the specified extension or
phone number, and releases the call. If a busy signal is received or
the call is not answered, the caller cannot leave a message until
greeting.
Wait for ringback Places the caller on hold and dials the extension or
phone number. If a busy signal is received, the greeting is played
and the appropriate action is taken. If the call is answered within
the number of rings specified in the Wait for rings field, the
call is transferred. If the call is not answered within the specified
number of rings, the call is released to the station and the caller
cannot leave a message until the phone system transfers the call
using call forward to personal greeting.
Wait for rings Accepts the number of times the extension rings before
the call is transferred. This field is available only if the call transfer
type is Await Answer or Wait for ringback.
Guest greetings You can access the personal greeting for a guest from the Standard
greeting field, on the Hotel Guests> Guests> Greetings page. If this
field contains 0:00, no greeting has been recorded and the system's
default greeting is used.
To change the standard greeting for a guest
1 Go to the Greetings page for the hotel guest whose greeting you
want to change.
2 In the Standard greeting field, change the current greeting by
either deleting the current greeting or rerecording a new one.
Action after greeting
You can change the action that the voice messaging system takes after
playing a hotel guest's personal greeting. Also, some guests can receive
longer messages than the default guest setting allows. Use the follow-
ing procedure to change the action after greeting.
To change the action after a guests greeting
1 Go to the Hotel> Guests> Greetings page for the guest whose
action after greeting you want to change.
2 Select the desired option from the After Greeting group.
GUEST GREETINGS
Standard greeting Stores the hotel guest's personal greeting. If the field
contains 0:00, no greeting has been recorded and the system's
default greeting is played.
After greeting A group of options that specify the action the voice mes-
saging system takes after playing the greeting. The available
options are:
Take a message Records a message.
Route to Routes the call to another system ID. If this option is
selected, then in the adjacent field, type the system ID that you
want to route the call to.
Say bye Plays a prompt offering further assistance, then pauses,
says good-bye, and disconnects.
Restart Returns the call to the opening greeting box.
Message
notification
Each new hotel guest is given the same message notification settings
as the default subscriber. You can change these settings and specify
whether a hotel guest is notified of waiting messages, and whether
messages for that guest are delivered to another number if they have
not been listened to for a specified amount of time.
To change a guests message indication settings
1 Go to the Hotel Guests> Guests> Messages page for the hotel
guest whose message indication you want to set.
2 In the Message Indication area, select the Enable Message Wait-
ing Indication check box.
3 Select either At guests extension or At extension. If you
selected At extension, type the extension in the adjacent field.
Enable Message Waiting Indication (MWI) Select or clear this check box to
turn message waiting indication on or off.
At guests extension The hotel guest receives message waiting indi-
cation at the rooms extension.
At extension Accepts the extension ID where the hotel guest
receives message waiting indication.
Current MWI state Specifies whether message waiting indication is cur-
rently on or off.
MESSAGE NOTIFICATION
To change a guests message delivery settings
1 Go to Hotel Guests> Guests> Notification.
2 In Guestss Phone area, select the Enable check box.
3 Select either At guests extension, or Other number.
4 If you selected Other number, then in the adjacent field type the
extension where the voice messaging system will try to deliver
messages.
message after it arrives.
6 In the Schedule area, specify the hours and days when this notifi-
cation schedule will be in effect.
7 In the Method area, select the message delivery method.
8 In the Wait rings before failing the attempt field, select the
NOTE: This field is not available with all delivery methods.
field, type the number of minutes that the system waits before
retrying the message delivery number.
MESSAGE NOTIFICATION
Enable Turns on/off message delivery.
Wait minutes before the first delivery attempt Accepts the number of
sages to both phones. Select beginning and ending hours as
hh:mm, for example, 08:30.
Wait rings before failing the attempt Accepts the number of rings that
If delivery attempt fails, wait minutes before retrying Accepts the num-
ber of minutes that the voice messaging system waits after an
Urgent Starts message delivery only when a new, urgent message
arrives, and repeats delivery each time a new, urgent message
arrives.
Batch Starts message delivery as soon as a new message arrives.
If this delivery attempt is unsuccessful, the voice messaging
system waits the specified delivery interval before retrying this
number. With this method, the system delivers messages no
more frequently than the interval scheduled.
Converting a hotel
guest to a
subscriber
To give a hotel guest access to additional messaging options, you con-
vert the guest to a subscriber. If you convert a hotel guest to a sub-
scriber, convert the person back to a hotel guest in order to check him
or her out.
When you convert a hotel guest to a subscriber, the guest has options
and privileges not usually available to hotel guests and is not listed in
the hotel directory.
To convert a hotel guest to a subscriber
1 Go to Hotel Guests> Guests and select the hotel guest that you
want to convert to a subscriber.
2 Select the Convert hotel guest to subscriber check box.
NOTE: To view or change settings for a hotel guest who has been con-
verted to a subscriber, go to the subscribers profile page.
Convert hotel guest to subscriber Select this check box to convert the
hotel guest to a subscriber.
To convert a subscriber back to a hotel guest
1 Go to Subscribers> Profile and select the subscriber that you want
to convert back to a hotel guest.
2 Select the field Convert subscriber to hotel guest.
NOTE: To view or change settings for a subscriber who has been con-
verted to a hotel guest, go to the hotel guests profile page.
Convert subscriber to hotel guest Select this field to convert the sub-
scriber back to a hotel guest.
Hotel information
service
A hotel information service uses linked transaction boxes to offer
announcements and other information to hotel guests. Every menu or
announcement in the information service is contained in a transac-
tion box. You record the menu or announcement as the transaction
boxs greeting, and then set up the next set of links.
A hotel information service can meet a variety of needs, and you can
easily modify the service as your needs change. You can provide infor-
mation about hotel services, entertainment and dining, or transporta-
tion. You can also work with local businesses that want to place
advertisements on your service.
If your hotel has guests who speak other languages, you can offer your
information service in multiple languages by building parallel menus
and announcements in each language. The first menu can introduce
the service and offer guests a language choice by means of a one-key
dialing option. When guests select a language, they then hear the main
menu and subsequent information in the language of their choice.
The flowchart on the next page shows an example of how a hotel infor-
mation service can work.
HOTEL INFORMATION SERVICE
a The main menu introduces the hotel information service
and tells callers how to access the information they want.
You can set up access to the main menu for hotel guests
through a one-key dialing option.
b Each submenu provides a list of additional choices. Be sure
to tell callers the number to press for each choice.
c Announcements provide information to callers. After an
announcement, you can give callers the option of returning
to the main menu, or you can have the system say good-bye
and disconnect.
d In an announcement, you can give callers the option of dial-
ing a business directly from the information service.
Welcome to the Inns Info Line. For general information on the
hotel, press 1. For other information, press 2.
1 2
For information on hotel services, press
1. To find out how to get somewhere in
the hotel, press 2. For more information
on schedules
For directions to destinations in the city,
press 1. For transportation options, press 2.
1 2
For directions to the airport, press 1. For
directions to the shopping mall, press 2.
1 2
To get a taxi, press 1. For schedule and
route information from FastTran, press 2.
1 2
To get to the air-
port
To get to the
shopping mall
Direct dial to Red
Taxi
Direct dial to the
FastTran informa-
tion line
A
C
B
D
Help option for an
information service
You can provide a Help option in your information service to give
guests guidance on what the service is and how to use it. A Help option
is a special set of submenus that callers can reach easily from many
places in the service. Set up each Help component in its own transac-
tion box.
Keep the following in mind when setting up help:
1 Make help accessible from the main menu.
A caller who is unfamiliar with the information service needs
guidance right away.
2 Make the access method consistent.
Offer the same one-key dialing digit to reach the Help menu from
every menu or announcement.
From a Help option, you can give callers the ability to directly dial
the hotel operator. This option is useful for callers who cannot
find the information they need or who are not comfortable using
the system. In the transaction box where the Help text is
recorded, use a one-key dialing option for direct access. Typi-
cally, 0 (zero) is used for routing callers to the operator.
3 Provide a route back to the main menu.
In the transaction box where the Help text is recorded, use a one-
key dialing option to route callers back to the main menu. Enter
the main menus system ID in the one-key dialing menu.
Direct call
transfers
A basic hotel information service contains menus that you set up to
route callers to submenus and announcements. As you expand your
service, you can transfer callers who select certain menu options to an
internal extension or to an external phone number.
Internal call routing
Callers can be transferred to a hotel extension (for example, to room
service or to the front desk).
Direct-dial option
Callers can be transferred to an external number, such as an adver-
tisers business. If the voice messaging system sends a call to an exter-
nal number on a release transfer and the number does not answer, the
call terminates. The caller is not returned to the hotel information ser-
vice.
The direct-dial option depends on certain capabilities of the phone
system. Keep in mind that the hotel is responsible for any long-dis-
tance charges for calls transferred to an external number by using the
direct-dial option.
Incorporate
advertisers into an
information service
You can incorporate a 24-hour information service for local businesses
into your hotel information service, providing information to guests
and generating income for your hotel. Service categories allow busi-
nesses to choose the level of visibility they want on your information
service. You can also use service categories to structure your advertise-
ment fee schedule.
Typical service categories
Complete service sponsorship One business is the information services
primary advertiser and is featured in the main menu.
Branch sponsorship A business sponsors a branch of the service to tar-
get a particular audience. For example, a ski shop might sponsor a
submenu for ski conditions, transportation, and equipment.
Service announcement with direct-dial A business sponsors an
announcement offering callers the option of directly dialing the
business.
Service announcement A business sponsors one or more announce-
ments in the service.
Getting your information service started
Before contacting businesses about advertising on your information
service, decide the sponsorship options to offer and how you want to
work with the businesses. Some decisions to make include:
Responsibility Businesses can provide a written script that you record,
or they can record and maintain their own announcements
directly over the phone.
Rate schedule You can charge by level of sponsorship, by the length or
type of announcement, or by how many callers hear the
announcement.
Advertiser enrollment If you want to send advertisers voice
mail messages, enroll them as subscriber guests of the system
manager or advertising manager. Enroll advertisers who record
their own announcements as regular subscribers.
Setting up remote
recording for
advertisers
You can enable a business to maintain its own advertisements on your
hotel information service by using the remote recording option.
To enable a business to have remote control of its advertisements
1 Set up a transaction box for the business.
2 Enroll the business, or an individual from the business, as a regu-
lar subscriber on the voice messaging system, and give them own-
ership of the transaction box containing their announcement.
3 To ensure proper access to the system and to maintain security,
set up the following options on the Subscribers> Access Options
page:
Clear Play receipts when messages opened at remote sites
Clear Receive notification for public messages
Select Require first-time enrollment
Clear Allow access to public messages
Select Restrict sending messages to guests and groups only
Clear Allow access to public message groups
4 Provide training to the business subscriber on how to create pass-
words, and how to dial in and record advertisements.
5 Clarify ownership, content, and maintenance of the advertise-
ment.
Keeping your
information service
current
Keeping your information service up to date is key to building guests
interest in the service. Make sure that the staff member responsible for
maintaining an announcement records it when the information
becomes outdated.
For example, your hotel restaurant might provide an announcement
that lists weekly specials. The restaurant manager could maintain this
announcements transaction box, and record a new menu each week
over the phone.
Encourage advertisers to keep their announcements current. You can
remind advertisers that their announcements will attract new custom-
ers only if they contain up-to-date information. Businesses may find it
easier to record and maintain their own announcements remotely
rather than send updated scripts to you.
Periodically, you can evaluate how hotel guests are using your infor-
mation service.
To measure how guests use the information service
1 Create a usage report for each transaction box you want to evalu-
ate. If few guests reach an announcement or a branch of your ser-
vice, you can reevaluate the usefulness of the information or
reword the recordings.
2 To measure call activity, create a call log. This report can help you
evaluate the total call activity on the voice messaging system.
INDEX 333
Index
Symbols
$ symbol, in system IDs 7
$PM 9, 154
A
advertisements
business announcement 330
ownership of 331
remote recording of 331
advertisers
as guests 330
as subscribers 331
training for 331
after greeting action
routing boxes 144, 170
subscriber template 62
alphabetic directory assistance 211
Amount of time between retries field 279
Answering fields for phone system 269
automatic directory assistance 211
B
backup
basic backup 224
data restoration 224, 227
delayed backup 224
full backup 224
immediate backup 224
normal backup 224
restoring 227
scheduled 224
voice messaging software 224
Barge-in code field 276
Box ID 7
business announcements 330
busy ports report 234
C
calendar, system 214
call holding
hold time settings 278
limiting ports 280
voice detect 281
Call report aging field 230
call routing
interview boxes 148
call transfer
for operator 121
subscribers 88
voice detect box 164
call transfer sequences 265266
clock, setting 214
cut-through paging 282
D
day mode 213214
Day transfer field
opening box 32
transaction boxes 142
default system IDs 9
dial tone detection 272
dialing codes 265
dialout settings 270
directory assistance 40
directory assistance IDs 8
Disconnecting fields for phone system 269
documentation, related 2
E
exiting the voice messaging system 24
extension ID
defined 7
report 231
external call, phone system setup 265
INDEX 334
F
fax ID 7
fax, public fax box setup 175
G
greetings
holiday 222
setting up for operator box 125
transaction box 142, 168
guests
See also hotel guests 112
adding 112
defined 3
H
hard disk, backing up 224
hidden IDs 9
holding. See call holding
holidays
defining 222
greetings 222
holiday mode schedules 213
Hospitality
accessing guest messages 289
changing spelling of guest names in directory
291
deleting guest messages 311
enabling guest passwords 302
enrolling guests 315
hotel guests report 254
managing wake-up calls 317
manually adding hotel rooms to system 310
overlapping room extension numbers 292
personal options for guests 309
reports for 252
resetting guest message box 287
restoring guest mailbox and settings 308
retrieving guest messages 304
setting check-in messages 298
setting up hotel guest directory 291
setting up multilingual guest conversation 300
tall hotel 292
using hotel guest IDs 306
wake-up call failures report 252
wake-up call log report 253
Hospitality settings
about 286
Allow callers to hear guest language field 300
Check-In message ID field 299
On unanswered notify ID field 297
Password length field 302
Rings field 295
Tall hotel ID entry delay field 293
Tall hotel? field 292
Hospitality setup
Allow edits in msg box? field 309
Allow passwords? field 302
Allow personal greetings? field 309
Archive days field 307
hotel guests
accessing messages for 289
advertisers enrolled as 330
archiving messages for 307
call transfer settings 318
deleting 311
deleting messages 311
direct call transfer 329
direct operator access 328
enabling personal greeting for 309
enrolling 315
enrollment conversation 309
Help setup 328
menu routing 328
password management 302
personal ID for 306
restoring mailbox and settings for 308
retrieving messages for 304
setting call transfer for 318
setting language for 313
setting personal ID for 312
specifying actions after greeting for 320
INDEX 335
hotel guests directory
Action field 321
Activate lamps? field 322
Allow password? field 316
Allow personal greeting? field 316
Call transfer type field 319
Daily? field 317
First time enrollment? field 316
Greeting field 321
Include in guest directory? field 316
Lamp # field 322
On now? field 322
Rings field 319
Wake-up call field 317
hotel information service
evaluating 332
setup 326
I-K
internal IDs 9
interview boxes, defined 148
L
language select boxes
defined 155
setting restart ID 38, 156
languages, multiple opening greetings 39
live record
beep interval 277
phone system setup 276
regulation of 276
setup 276
Loop current reversal field 269
M
Maximum number of attempts to transfer a call 279
Maximum number of calls on hold field 279
Maximum time the system waits field 281
message notification
for hotel guests 322
public messages 154
message waiting indication
phone system settings 273
public messages 50
subscriber 97
messages
check-in, defined 298
public 154
retrieving guest messages 304
multilingual systems 155, 300
multiple schedules, setting up 215
N
night mode 213
O
Off-hook delay field 269
one-key dialing
Box IDs 7
opening boxes 35
subscriber template 58, 62
subscribers 96
opening greeting
alternate 32
changing opening box system ID 30
day/night greeting 33
setting up multiple 39
operator box
archiving messages in 127
assigning to a port 132
changing call transfer and holding 121
deleting messages in 127
general settings 120
handling calls 132
system ID 120
outdial access code 265266
owner
language select box 155
transaction box 136
voice detect box 161
INDEX 336
P-Q
paging, cut-through 282
personal ID, defined 7
phone system
configure 257
cut-through paging setup 282
dial tone detection 272
dialout settings 270
information 257
message waiting indication 273
outdial access 265
selection 257
PMS (property management system)
accessing guest messages 289
adding hotel guest names 310
and Hospitality package 286
changing hotel guest names 312
changing language choices 312
restoring mailboxes 308
spelled guest name support 291
Pooled delay field 269
port usage 234
ports
reports for 234
usage report for 234
prompt sets, list of 220
prompts
defined 220
play or record 220
public fax box
settings 175
system ID 7
public interview box
and operator box 127
defined 154
pulse dialing code 270
R
recordings 220
related documentation 2
reports
defined 229
directory usage 231
error log 250
extension ID 231
extension report 238
for Hospitality 252
for multisite messaging 236
group reports 238
hotel guests report 254
port usage 234
routing box 231
source data for 230
system log 247
system usage 231
usage report 231
user 231
wake-up call failures report 252
wake-up call log report 253
wake-up call report 252
restart ID
setting for language select boxes 156
setting up for a language 38
restarting, voice messaging system 24
restoring from a backup 227
Ringing fields for phone system 268
routing boxes
after greeting actions 144, 170
defined 5
one-key dialing 147, 185
reports 231
S
schedules
defined 213
defining for system 214
holiday 222
multiple 215
using one schedule 214
security
precautions 19, 23
recommendations 23
security code
policies for choosing 23
requiring 20
system manager 18
shutting down and restarting the system 24
special dialing characters 270
INDEX 337
subscribers
adding a range 81
advertisers enrolled as 331
assigning system manager status 84
call transfer 88
defined 3
deleting 82
e-mail access 85
enrolling 79
language assignment 86
message storage 87
switch settings. See phone system.
system clock, setting 214
system conversation
defined 4, 220
prompt set list 220
prompts 220
system IDs
changing opening box system ID 30
default 9
determining unique 6
for guests 306
hidden 7
internal 9
public interview box ID 154
types 6
system manager
changing default ID 19
conversation 18
status 84
T
tall hotel, defined 292
touchtone sensitivity fields 267
transaction boxes
adding 136
defined 135
greetings 142, 168
how callers access 135
transfer. See call transfer. 88
transfer-greeting-action, defined 5
troubleshooting
error log report 250
wake-up calls 253
U
unidentified callers
defined 3
limiting misdials from 20
V
voice detect boxes
call holding 161
defined 161
setting up 162
voice detect, wait time for speech 281
voice messaging software
backing up 224
voice messaging system
backing up 224
reports 229
restarting 24
shutting down 24
system conversation 220
W-Z
wake-up calls
changing greeting for 295
managing for specific guest 317

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