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AT&T PARTNER MAIL VS™ Voice Messaging System Release 1 Installation and Programming
Copyright © 1994 AT&T All Rights Reserved Printed in U.S.A. AT&T 518-322-102 Issue 1 January 1994 Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change. Federal Communications Commission (FCC) Interference Notice This equipment has been tested and found to comply with the limits of a Class A digital device, pursuant to Part 15 of FCC rules.
Call Voice Mail Service (Press Intercom 7 7 7 ) Enter Login (Press 9 9 # ) Enter Password (Press 1 2 3 4 for factory default and # ) Select Programming Main Menu (Press 9 ) Line Ownership (Press [ 6 ]) Mailboxes (Press [ 4 ]) Automated Attendant (Press [ 3 ]) Play Menu Definition (Press [ 2 ][ 2 ]) Play Day Prompt (Press [ 2 ][ 1 ]) Modify Menu Definition and/or Day Prompt (Press [ 6 ]) Night Menu (Press [ 2 ]) Play Night Prompt (Press [ 2 ][ 1 ]) Modify Night Prompt (Press [ 6 ]) Scan Line Owners
Contents 1 About This Guide iii Overview 1-i 1-ii 1-2 1-3 1-10 Important Safety Instructions ■ Tutor Service ■ Voice Messaging Services ■ Summary of Fixed Settings ■ 2 Installation Important Safety Instructions ■ Before You Start ■ Installing the Voice Messaging System Module ■ 3 Understanding Programming ■ ■ 4 Communications System Programming Voice Messaging System Programming Initial Programming ■ ■ ■ ■ ■ ■ ■ Overview Initial System Setup Voice Messaging System Programming Communications Sy
Contents 5 System Management CO Line Coverage ■ Telephone Button Programming 5-i 5-2 5-5 5-13 5-21 5-26 6 Troubleshooting 6-i A Specifications A-1 B FCC Information B-1 C Maintenance C-1 D Planning Forms D-1 GL Glossary GL-1 IN Index IN-1 General Information Automated Attendant Service ■ Modifying Mailboxes ■ ■ ■ Programming Quick Reference ii
About This Guide Purpose This guide provides instructions for installing, programming, and managing the PARTNER MAIL VS™ Voice Messaging System on the PARTNER® Plus or PARTNER II Release 3.1 or later Communications System. It is intended for the technician who installs the hardware and programs the initial system settings and for the System Manager, the person at the customer site who is responsible for managing the system on an on-going basis.
How to Use This Guide If you are the technician, refer to the appropriate chapters to help you: ■ Install the voice messaging system hardware. Chapter 2 provides instructions for installing the voice messaging system module in the communication system’s control unit. It also provides instructions for installing the Mailbox Expansion Card–20. ■ Refresh your memory about programming. Chapter 3 offers general programming information for both the communications system and the voice messaging system.
How to Comment on This Guide A feedback form is located at the end of this guide, after the appendixes. If the form is missing, send your comments and recommendations for changes to Documentation Manager, AT&T, 200 Laurel Avenue (Room 4E-409), Middletown, NJ 07748 (FAX 908 957-4009).
Overview 1 Contents Important Safety Instructions 1-ii Tutor Service 1-2 Voice Messaging Services 1-3 ■ Automated Attendant Service Automated Attendant Options Music On Hold ■ Call Answer Service Extension Coverage CO Line Coverage Voice Mailbox Transfer ■ Voice Mail Service Voice Mailboxes Guest Mailboxes 1-4 1-5 1-7 1-7 1-7 1-8 1-8 1-8 1-9 1-9 Summary of Fixed Settings 1-10 1-i
Important Safety Instructions WARNING: The following list provides basic safety precautions that should always be followed when using your system: 1. Read and understand all instructions. 2. Follow all warnings and instructions marked on the product. 3. Unplug all telephone connections before cleaning. DO NOT use liquid cleaners or aerosol cleaners. Use a damp cloth for cleaning. 4. This product should be serviced by (or taken to) a qualified repair center when service or repair work is required. 5.
Overview 1 The PARTNER MAIL VS Voice Messaging System is designed to work with your communications system to automate the call handling needs of your business. The voice messaging system: ■ Handles up to two calls simultaneously and provides service for up to 10 subscribers. If an optional Mailbox Expansion Card–20 is installed, the voice messaging system provides service for up to 20 subscribers.
Tutor Service The Tutor Service is an “on-line help” feature that allows users to easily access and listen to information on commonly-used communications system features. Any user with a system phone can access this service—users do not have to be voice messaging system subscribers. The Tutor Service provides information about the following subjects: ■ Learning about system phone features such as ringing patterns, volume control, speakerphone, display, buttons, and lights.
Voice Messaging Services The voice messaging system provides three types of service: ■ Automated Attendant Service. Answers your company’s outside calls and transfers them to the destination selected by the caller. ■ Call Answer Service. If the called party is busy or does not answer, this service allows the caller to leave a message or to transfer to another extension. ■ Voice Mail Service. Allows subscribers to listen to messages and manage their own mailbox.
Automated Attendant Service The Automated Attendant Service can answer and route your company’s outside calls without assistance from a receptionist. After an outside call is answered, the Automated Attendant Service plays a customized message (or menu prompt). The message typically welcomes calIers—to let them know they have reached your company—and then offers callers a menu of options for transferring to the desired party.
Automated Attendant Service is useful for many businesses, such as car dealerships, insurance agencies, and stores. For example, a car dealership can use Automated Attendant Service to allow its customers to directly reach the customer service department. This frees sales employees to handle customer transactions while the Automated Attendant Service transfers service calls to the appropriate department.
VMS Hunt Delay This option specifies either Immediate Call Handling or Delayed Call Handling (see Figure 1-2 below): ■ Immediate Call Handling (factory setting). The Automated Attendant Service answers outside calls on the second ring and plays the day or night menu prompt. The receptionist can act as back-up. Callers using rotary phones or callers requesting assistance can be transferred to the receptionist’s extension (extension 10). ■ Delayed Call Handling.
Music On Hold If you use Automated Attendant Service, it is strongly recommended that you also use the communications system’s Music On Hold feature. This feature plays music or recorded material to callers who are on hold or waiting to be transferred, and it is particularly useful for callers transferred by the voice messaging system. If you do not use Music On Hold, callers hear silence (rather than ringing) while they are being transferred.
Do Not Disturb Subscribers who have extension coverage—either automatic or manual—can use the communications system’s Do Not Disturb feature when they want calls to have immediate coverage. If Do Not Disturb is used in conjunction with extension coverage, callers are sent to the subscriber’s mailbox immediately (calls do not ring the extension first) so the caller can leave a message.
Subscribers can retrieve messages at their convenience from any touch-tone phone either while on-site or from an off-site location. Subscribers can refer to the Quick Reference booklet for instructions on recording a personal greeting, changing a password, and performing other Voice Mail Service procedures. Voice Mail Service also allows the System Manager to program the voice messaging system. See “Voice Messaging System Programming” in Chapter 3 for more information.
Summary of Fixed Settings Table 1-1 shows the fixed factory settings for the voice messaging system. Table 1-1.
Installation 2 Contents Important Safety Instructions 2-ii Before You Start 2-1 Installing the Voice Messaging System Module 2-2 2-i
Important Safety Instructions The following list provides basic safety precautions that should always be followed when using your telephone equipment: 1. Read and understand all instructions. 2. Follow all warnings and instructions marked on the product. 3. Unplug all telephone connections before cleaning. DO NOT use liquid cleaners or aerosol cleaners. Use a damp cloth for cleaning. 4. This product should be serviced by (or taken to) a qualified repair center when service or repair work is required.
Installation 2 This chapter provides instructions for installing the voice messaging system’s hardware in the communications system’s control unit. Before You Start Verify that you have the required voice messaging system and communications system hardware: ■ The PARTNER MAIL VS Voice Messaging System Module, and optional Mailbox Expansion Card–20. ■ A PARTNER Plus or PARTNER II Communications System control unit equipped with a Release 3.1 (R3.1) or later processor module.
Installing the Voice Messaging System Module (Reserved for Future Use) RS-232 Port (Factory Use Only) Power Indicator (Green) LED Optional Mailbox Expansion Card Slot Test (Yellow) LED Status (Red) LED Hard Disk Drive (Green) LED Figure 2-1. Voice Messaging System Module To install the voice messaging system module in the communications system’s control unit: 1. Turn power off to the communications system’s control unit by pulling out the main circuit breaker on the right rear side of the control unit.
2. Install the voice messaging system module in the first available slot to the right of the last installed 206 or 400 module. Do not install the voice messaging system module in the first slot of the PARTNER Plus system control unit or the PARTNER II system primary carrier. NOTE: The voice messaging system module should always be installed after the 206 and 400 modules to ensure consecutive extension numbering.
(Reserved for Future Use) RS-232 Port (Factory Use Only) Power Indicator (Green) LED Mailbox Expansion Card Test (Yellow) LED Status (Red) LED Hard Disk Drive (Green) LED Figure 2-3. Installing the Mailbox Expansion Card 4. To install the Mailbox Expansion Card, insert the card in the vertical slot on the lower front of the voice messaging system module (see Figure 2-3). Make sure the arrows on the Mailbox Expansion Card label face up and in, as indicated on the card’s label.
7. 8. After approximately 10 seconds when the tests are completed, the yellow Test LED goes off. When this occurs, check the red Status LED: ■ If the red Status LED is not lit, the module passed the tests. Continue with Step 8. ■ If the red Status LED is lit, power down the control unit, re-install the Mailbox Expansion Card if it was installed in Step 4, then power up the control unit again. If the red Status LED comes on again, call the Helpline.
Understanding Programming 3 Contents Communications System Programming 3-1 ■ Planning Forms ■ Using System Programming The Programming Overlays Programming Mode 3-2 3-2 3-3 3-3 Voice Messaging System Programming 3-4 Planning Forms ■ Using System Programming The Programming Main Menu Accessing the Programming Main Menu Programming Guidelines 3-4 3-4 3-5 3-6 3-6 ■ 3-i
Understanding Programming 3 This chapter provides general programming information for the communications system and the voice messaging system. Both systems must be programmed so they can work together as an integrated unit. Communications System Programming When the communications system is installed, it uses factory settings that reflect the most common usage of the equipment. You can change these settings as required to customize them for your business.
Planning Forms Refer to the communications system’s System Planner when you are changing system settings, and be sure to record any changes you make. The following forms from the System Planner contain information about the voice messaging system: ■ Form A: System Configuration. Records basic information about your business. It also identifies the line number and type of voice messaging service required for each line, and other settings required to program the systems. ■ Form B1: System Extensions.
The Programming Overlays During System Programming, the normal functions of several buttons on the display phone at extension 10 or 11 change. For example, left [ Intercom ] becomes [ System Program ], which is the button used to enter programming mode. To identify these buttons while programming, place the appropriate programming overlay provided with the system on the dialpad of the phone at extension 10 or 11.
Voice Messaging System Programming Before you program the voice messaging system, obtain completed copies of planning forms for the communications system and the voice messaging system. These forms provide the names, extensions, mailboxes and other information required to program the voice messaging system. Planning Forms You need the following forms from the Planning Guide for the voice messaging system: ■ Form 1: Mailbox Assignments.
The Programming Main Menu The Programming Main Menu (shown in Figure 3-1) allows you to change the Automated Attendant Service Menu, mailbox assignments, and line ownership assignments. Call Voice Mail Service (Press Intercom 7 7 7 ) Enter Login (Press 9 9 # ) Enter Password (Press 1 2 3 4 # ) Select Programming Main Menu (Press 9 ) Automated Attendant (Press [ 3 ]) Mailboxes (Press [ 4 ]) Line Ownership (Press [ 6 ]) Figure 3-1.
Accessing the Programming Main Menu To access the Programming Main Menu: Press [ 1. Intercom ] [ 7 ] [ 7 ] [ 7 ] or a programmed button. The system plays: Welcome to PARTNER MAIL VS. Please enter extension and pound sign. Otherwise, to access PARTNER Tutor, press star 4. Press [ 9 ] [ 9 ] [ # ]. The system plays: 2. Enter password and pound sign. Enter your password and press [ system plays: 3. # ]. (The factory-set password is 1234.) The System Manager. PARTNER MAIL VS Release 1.
Initial Programming 4 Contents Overview 4-1 Initial System Setup 4-2 ■ ■ VMS Hunt Group Extensions Transfer Return Extensions Voice Messaging System Programming ■ ■ ■ Automated Attendant Service Programming the Menu Definition and Recording the Day Menu Prompt Recording the Night Menu Prompt Voice Mail Service Deleting a Mailbox Creating a Mailbox Line Ownership Assigning Line Ownership Communications System Programming ■ ■ ■ Automated Attendant Service Group Call Distribution VMS Hunt Delay
Contents Verifying System Operation ■ ■ Voice Mail Service Automated Attendant Service Day Menu (Night Service button is off) Night Menu (Night Service button is on) ■ Call Answer Service Extension Coverage CO Line Coverage 4-ii 4-12 4-12 4-12 4-12 4-13 4-13 4-13 4-13 Initial Programming Flowchart 4-14 Programming Quick Reference 4-17
Initial Programming 4 Overview This chapter tells you how to program the voice messaging system and communications system for initial installations. It begins with two procedures that allow you to access and program the voice messaging system—you must perform these procedures first for every installation. The next section deals with voice messaging system programming and the last section covers communications system programming.
Initial System Setup For the following two procedures, you need to know the two extension numbers associated with the voice messaging system module (VMS extensions). Locate Form B1 of the System Planner for the communications system. VMS Hunt Group Extensions You must use this procedure to assign the two extensions associated with the voice messaging system module to Hunt Group 7. This Hunt Group, which is called the VMS Hunt Group, is used exclusively for the voice messaging system.
Voice Messaging System Programming Automated Attendant Service Before you begin, locate Form 2, Form 3, and Form 4 of the Planning Guide for the voice messaging system. If Automated Attendant Service is not to be used, skip to “Voice Mail Service.” Otherwise, use the procedures in this section to program Automated Attendant Service menus.
13. Choose an option or skip this step: ■ Press [ 2 ] [ 1 ] to immediately re-record the Day Menu Prompt. ■ Press [ 2 ] [ 3 ] to play back the Day Menu Prompt. ■ Press [ ✳ ] [ D ] to delete the Day Menu Prompt and return to Step 11 to be prompted for re-recording. 14. Press [ ✳ ] [ # ] to approve the Day Menu Prompt. 15. Press [ ] [ R ] to return to the Programming Main Menu. ✳ 16. Continue with “Recording the Night Menu Prompt” or go to the next section “Voice Mail Service.
Voice Mail Service Before you begin, locate Form 1 of the Planning Guide for the voice messaging system. Check the form to determine if mailboxes are numbered differently than the factory defaults. If they are not, skip to “Line Ownership” on the next page. If they are, first delete all mailboxes from extensions that do not require coverage, then create mailboxes for all extensions that do. NOTE: The receptionist’s mailbox (at extension 10) cannot be deleted.
Creating a Mailbox To create mailboxes as specified on Form 1: 1. Access the Programming Main Menu: a. Press [ Intercom ] [ 7 ] [ 7 ] [ 7 ] or a programmed button. b. Press [ 9 ] [ 9 ] [ # ]. c. Enter your password and press [ d. Press [ 9 ]. # ]. 2. Press [ 4 ] for mailboxes. 3. Enter the number of the first mailbox you want to create as indicated on Form 1, followed by [ # ]. 4. Press [ 4 ] to create this mailbox. 5. Repeat Steps 3 and 4 for each mailbox to be created. 6. Press [ 7.
Communications System Programming Automated Attendant Service Before you begin, locate Form A, Form B1, and Form C of the System Planner for the communications system. Refer to Form A, item 7, Line Coverage, to see if any lines are designated “VMS–AA.” If so, use this section to program Automated Attendant Service; otherwise, skip to “Call Answer Service.” Group Call Distribution Use this procedure to specify the outside lines on which Automated Attendant Service is required.
VMS Hunt Schedule Use this procedure to specify when the communications system is to route calls to the voice messaging system. To change the VMS Hunt Schedule setting from Always to Day Only or Night Only as specified on Form A, item 9: 1. Press [ # ] [ 5 ] [ 0 ] [ 7 ]. 2. Press [ Next Data ] until the appropriate value displays. 3. Continue with “Night Service Button” below. Night Service Use this procedure to program a Night Service button.
Call Answer Service Before you begin, locate Form A and Form B2 of the System Planner for the Communications System. Refer to Form A, item 7, Line Coverage, to see if any lines are designated “VMS–MAlL.” If so, use this section to program Call Answer Service. If not, skip to “Telephone Button Programming.” CO Line Coverage To assign “VMS-MAIL” lines specified on Form A, item 7, Line Coverage, to Hunt Group 7: 1. Press [ # ] [ 2 ] [ 0 ] [ 6 ]. 2. At the Group: prompt, press [ 7 ]. 3.
Telephone Button Programming Before you begin, locate Form C of the System Planner for the communications system. Use this section to program buttons on subscribers’ phones, including the receptionist’s phone. This section uses Centralized Telephone Programming. When you are finished programming, be sure to label all buttons on subscribers’ phones. VMS Cover This button gives subscribers the ability to turn voice mail coverage on and off. To program a VMS Cover button as specified on Form C: 1.
Voice Mailbox Transfer This button lets any system user transfer calls directly to a subscriber’s mailbox, without ringing the extension first. To program a Voice Mailbox Transfer (VMBox) button as specified on Form C: 1. Press [ Feature ] [ 0 ] [ 0 ] [ System Program ] [ System Program ] [ Central Tel Program ]. 2. Enter the number of an extension to be programmed as specified on Form C. 3. Press a programmable button. 4. Press [ 5. At this point, do one of the following: Feature ] [ 1 ] [ 4 ].
Verifying System Operation Once you have completed programming for the voice messaging system and the communications system, you should perform the acceptance tests discussed below to verify system operation. You should perform these tests from extension 11 to keep extension 10 free for the receptionist to handle calls. Voice Mail Service Make a call to the VMS Hunt Group by pressing [ Intercom ] [ 7 ] [ 7 ] [ 7 ] or a programmed button.
Night Menu (Night Service button is on) 1. Turn Night Service on at extension 10. 2. Call in on a line answered by the Automated Attendant Service. 3. If the system is set for: ■ Immediate, Automated Attendant Service should answer the call on the second ring. ■ Delayed, Automated Attendant Service should answer the call on the fourth ring. 4. Listen for the Night Menu Prompt. 5. After the prompt, choose an option from the night menu. 6.
Initial Programming Flowchart A START Refer to SP Form B1 to identify the VMS extensions for the PARTNER MAIL VS system. Refer to SP Form A, Item 7, Line Coverage to see if VMS-AA is specified for any lines. Yes Use Group Call Distribution (#206) to assign VMS-AA lines to Hunt Group 7. C3 No Use Hunt Group Extensions (#505) to assign both VMS extensions to Hunt Group 7. C1 Use Transfer Return Extension (#306) to specify extension 10 as the transfer return extension for each of the VMS extensions.
B C Program the menu definition and day menu prompt. Refer to PG Form 1 to identify default mailboxes: ● If a Mailbox Expansion Card is not installed, you have default mailboxes for extensions 10-19 ● If a Mailbox Expansion Card is installed, you have default mailboxes for extensions 10-29 Refer to PG Form 2, column C to determine if selector code transfer is used. Yes Program the appropriate extension or group numbers for selector code transfer as specified on Form 2, column C.
D Refer to SP Form A, Item 7, Line Coverage to see if VMS-MAIL is specified for any personal lines. Yes Use Group Call Distribution (#206) to program the personal lines as VMS Line Cover for Hunt Group 7. C3 Refer to PG Form 5, Items A and D to assign Line Ownership to specified lines. V10 No Refer to SP Form B2 to determine if Yes Assign Automatic VMS Cover Auto VMS Cover (#310) is assigned for (#310) to those extensions. any extensions.
PARTNER MAIL VS™ System Programming Quick Reference To Program the PARTNER MAIL VS System TO START PROGRAMMING PRESS [ Intercom ] [ 7 ] [ 7 ] [ 7 ] PRESS [ 9 ] [ 9 ] and [ # ] ENTER your password (1 2 3 4) and [ # ] PRESS [ 9 ] to access the Programming Main Menu Automated Attendant REFER to Forms 2, 3, and 4 PRESS [ 3 ] to program Automated Attendant Service TO MODIFY THE MENU DEFINITION AND DAY MENU PROMPT PRESS [ 1 ] for the day menu PRESS [ 6 ] to modify ENTER a selector code [ 1 ] through [ 9 ] PRESS
PARTNER MAIL VS™ System Programming Quick Reference To Program the Communications System for PARTNER MAIL VS AT EXTENSION 10 OR 11 Place the Programming Overlay on the dial pad of the system display phone at extension 10 or 11 TO START SYSTEM PROGRAMMING PRESS [ Feature ] [ 0 ] [ 0 ] PRESS [ System Program ] PRESS [ System Program ] TO END SYSTEM PROGRAMMING PRESS [ Feature ] [ 0 ] [ 0 ] HUNT GROUP EXTENSIONS DIAL #505 PRESS [ 7 ] for the VMS Hunt Group DIAL the extension number DIAL 1 = Assigned to group
System Management 5 Contents General Information 5-2 ■ 5-2 5-2 5-2 5-3 ■ Changing Your Password Training Co-Workers Using the Tutor Service Receptionist’s Responsibilities Automated Attendant Service 5-5 ■ 5-6 5-7 5-7 5-8 5-9 5-10 5-11 5-12 5-12 ■ ■ ■ ■ ■ ■ ■ Menu Definition and Prompt Other Options Playing the Menu Definition Playing the Day or Night Menu Prompt Modifying the Menu Definition and Day Menu Prompt Modifying the Night Menu Prompt Group Call Distribution VMS Hunt Delay VMS Hunt Sch
Contents Telephone Button Programming ■ ■ ■ ■ 5-ii VMS Cover Do Not Disturb Voice Mailbox Transfer Voice Mail Messages 5-26 5-27 5-27 5-28 5-28
System Management 5 This chapter provides the programming procedures you can use to make changes to the voice messaging system to reflect changes in your company. Most changes you make will occur because of personnel changes. The following list identifies areas of system programming that you are likely to change as you manage the system on an on-going basis: ■ Automated Attendant Service.
General Information This section tells you how to change your password. It also provides information that you should share with all system users and other information that is specifically for the receptionist at extension 10. Changing Your Password The factory setting for login 99’s (the System Manager’s) password is 1234. You should change the default password immediately after installation or any time the password has been reset to prevent unauthorized programming of the system.
To access the Tutor Service menu, users simply call the voice messaging system by dialing [ Intercom ] [ 7 ] [ 7 ] [ 7 ] and enter [ ✳ ] [ 4 ] after they hear the Please enter extension prompt. Voice prompts request the user to enter topic and subtopic numbers.
■ If the receptionist requests a personal mailbox, you can create a guest mailbox for that purpose. See “Guest Mailboxes” later in this chapter for instructions. Once the guest mailbox is created, the receptionist should tell people who might call to dial the extension number of the guest mailbox to leave personal messages when they call and hear the Automated Attendant Service prompt.
Automated Attendant Service Automated Attendant service (see Figure 5-1) can provide both day and night operation so callers can hear an appropriate prompt when they call your company. The voice messaging system switches to day or night operation depending on the setting of the Night Service button at extension 10—the receptionist’s extension. You customize the day and/or night menu to welcome the caller and offer the caller a list of options for transferring to a system extension or group.
Menu Definition and Prompt When the Automated Attendant Service answers a call, the caller hears a menu prompt that requests the caller to press one or more buttons on the dialpad to transfer to a specific extension or group of extensions. After the caller presses the button(s), the system transfers the call to the appropriate extension or group, and the caller hears Music On Hold if it is available. Menu definition lets you specify the extensions or groups to which outside callers are transferred.
A sample day menu prompt for the ANY Travel Agency follows: Thank you for calling the ANY Travel Agency. If you know the extension of the person you are calling, enter the extension number now. To speak with a cruise specialist, press 3. For corporate travel, press 4. For personal travel, press 5. For assistance, press [ 0 ] or, if you have a rotary phone, stay on the line. A sample night menu prompt for the ANY Travel Agency follows: You have reached the ANY Travel Agency.
2. Press [ 3 ] for Automated Attendant. The system plays: To program the day menu, press 1. For the night menu, press 2. 3. Press [ 1 ] for the day menu. The system plays: To play the menu, press 2; to modify the menu, press 6. If finished, press star pound. 4. Press [ 2 ]. The system plays: To play the menu prompt, press 1. To play the menu definition, press 2. If finished, press star pound. 5. Press [ 2 ] to play the menu definition. The system plays the current menu definition. 6.
Modifying the Menu Definition and Day Menu Prompt Update Form 2 and Form 3 of the Planning Guide for the voice messaging system to show modifications to the menu definition and/or day menu prompt; then use the updated forms while performing the following procedure. To change the menu definition and/or the day menu prompt: 1. Access the Programming Main Menu: a. Press [ Intercom ] [ 7 ] [ 7 ] [ 7 ] or a programmed button. b. Press [ 9 ] [ 9 ] [ # ]. c . Enter your password and press [ # ]. d.
10. Press [ ✳ ] [ # ] to approve the menu definition. The system plays: To record a new prompt for this menu, press 1. To use the existing prompt and save any menu definition changes, press pound. 11. If you do not want to record a new day menu prompt, press [ Step 16; otherwise, continue with Step 12. # 12. To record a new day menu prompt, lift the handset, press [ prompt after the beep. ], and record the 13. Press [ 14. Choose an option or skip this step: 15.
4. Press [ 6 ]. The system plays: To record a new prompt for this menu, press 1. To use the existing prompt, press pound. 5. Lift the handset, press [ 6. Press [ 7. Choose an option or skip this step: 8. 1 1 ], and record the night menu prompt. ] when you are finished recording. ■ Press [ 2 ] [ 1 ] to immediately re-record the night menu prompt. ■ Press [ 2 ] [ 3 ] to play back the night menu prompt. ■ Press [ ✳ ] [ D ] to delete the night menu prompt.
VMS Hunt Delay Use this communications system procedure to specify either immediate or delayed call handling. Update Form A, Item 9 of the System Planner for the communications system to show modifications to the VMS Hunt Delay setting before you begin. To change the VMS Hunt Delay setting: 1. Press [ 2. Press [ Next Data ] until the appropriate value displays. 3. Press [ Feature Feature ] [ 0 ] [ 0 ] [ System Program ] [ System Program ] [ # ] [ 5 ] [ 0 ] [ 6 ].
Modifying Mailboxes The voice messaging system is shipped with mailboxes already created for extensions 10 through 19. If a Mailbox Expansion Card is installed, you have mailboxes already created for extensions 10 through 29. The characteristics of mailboxes are as follows: ■ Receptlionist's Extension. Extension 10 has a maximum storage capacity of 30 minutes (or 120 messages). ■ All Other Extensions. Extensions 11–19 (or 11–29) each have a maximum storage capacity of 10 minutes (or 40 messages).
■ If you want to reassign a mailbox (move a mailbox from the current extension to a different one), first use “Deleting a Mailbox” then use “Creating a Mailbox.” Keep in mind that you should always delete mailboxes from extensions to which you connect auxiliary equipment (such as doorphones and fax machines) to keep the maximum number of mailboxes available for subscribers.
Keep in mind that the modules you have installed in your control unit may differ from this figure, and will determine the number of extension jacks to which you can connect phones. Guest Mailboxes You can assign available mailboxes to extensions in the dial plan that do not have phones connected to them. Guest mailboxes are useful for employees who work off-premises most of the time.
Checking a Mailbox’s Status Use this procedure to determine if a mailbox exists: 1. Access the Programming Main Menu: a. Press [ Intercom ] [ 7 ] [ 7 ] [ 7 ] or a programmed button. b. Press [ 9 ] [ 9 ] [ # ]. c. Enter your password and press [ # ]. d. Press [ 9 ]. The system plays the system programming options. 2. Press [ 4 ] to program mailboxes.
Deleting a Mailbox Update Form 1 of the Planning Guide for the voice messaging system to show mailboxes to be deleted; then use the updated form while performing the following procedure. Review the following notes before you delete a mailbox: ■ The receptionist’s mailbox (at extension 10) cannot be deleted. ■ Any messages in the mailbox are lost when a mailbox is deleted. The message light is turned off. The personal greeting is lost.
Creating a Mailbox Update Form 1 of the Planning Guide for the voice messaging system to show mailboxes to be created; then use the updated form while performing the following procedure. The system is shipped with mailboxes for extensions 10 through 19 (or 10 through 29 if a Mailbox Expansion Card is installed). If you already have 10 (or 20) mailboxes, you must first delete an unused mailbox before you can create a new one.
Re-initializing a Password If subscribers forget the password for their voice mailbox, you can re-initialize the password to the factory setting of 1234 so they can retrieve their messages. Remind the subscriber to change the password immediately after they log in for the first time. To re-initialize a password to 1234: 1. Access the Programming Main Menu: a . Press [ Intercom ] [ 7 ] [ 7 ] [ 7 ] or a programmed button. b. Press [ 9 ] [ 9 ] [ # ]. c . Enter your password and press [ # ]. d. Press [ 9 ].
2. Press [ 4 ] to program mailboxes. The system tells you how many mailboxes exist and how many are allowed, then: Please enter the mailbox number followed by the pound sign or press pound for the next mailbox. 3. Enter the number of the mailbox you want to re-initialize followed by [ The system plays: # ]. Mailbox XX exists. To re-initialize the password, press 3. To re-initialize the mailbox, press 4. To delete, press star D. 4. Press [ 4 ]. The system plays: Mailbox XX has YY messages.
CO Line Coverage CO Line Coverage requires programming the voice messaging system’s Line Ownership feature and the communication system’s Group Call Distribution feature. CO Line Coverage lets callers who call in on a covered line leave messages in the mailbox of a specific subscriber (known as the owner of the covered line). When a call rings on a covered line, the voice messaging system routes the caller directly to the line owner’s mailbox if the call is not answered within five rings.
Scanning Line Ownership To review the current owners of outside lines: 1. Access the Programming Main Menu: a. Press [ Intercom ] [ 7 ] [ 7 ] [ 7 ] or a programmed button. b. Press [ 9 ] [ 9 ] [ # ]. c. Enter your password and press [ # ]. d. Press [ 9 ] The system plays the system programming options. 2. Press [ 6 ] for line ownership. The system plays: To scan line ownership, press 2; to assign line ownership, press 4; to modify line ownership, press 6. To delete line ownership, press star D.
Assigning Line Ownership Update Form 5 of the Planning Guide for the voice messaging system to show the line number that requires coverage and the line owner’s extension number; then use the updated form while performing the following procedure. Make sure you also use “Group Call Distribution (#206)” later in this section to assign coverage to lines. To associate an outside line with a specific subscriber’s mailbox: 1. Access the Programming Main Menu: a.
Modifying Line Ownership Update Form 5 of the Planning Guide for the voice messaging system to show modifications to line ownership; then use the updated form while performing the following procedure. To change line ownership: 1. Access the Programming Main Menu: a. Press [ Intercom ] [ 7 ] [ 7 ] [ 7 ] or a programmed button. b. Press [ 9 ] [ 9 ] [ # ]. c. Enter your password and press [ # ]. d. Press [ 9 ]. The system plays the system programming options. 2. Press [ 6 ] for line ownership.
Deleting Line Ownership Update Form 5 of the Planning Guide for the voice messaging system to show the ownership assignments you want to delete; then use the updated form while performing the following procedure. NOTE: If you remove line ownership, either remove CO Line Coverage from the line using Group Call Distribution (#206) or assign a new mailbox number as the owner of the line to prevent the system from transferring callers who call in on the covered line to the receptionist’s extension.
Group Call Distribution Use this procedure to modify the assignment of outside lines for CO Line Coverage. Update Form A, Item 7, Line Coverage of the System Planner for the communications system to show modifications to VMS-MAIL lines before you begin. To assign “VMS-MAIL” lines to Hunt Group 7: 1. Press [ Feature ] [ 0 ] [ 0 ] [ System 2. At the Group: prompt, press [ 7 ]. 3.
VMS Cover To give a subscriber the ability to turn voice mail coverage on and off, you can program a VMS Cover button on the subscriber’s system phone. To program a VMS Cover button: 1. Press [ 2. Enter the number of the extension to be programmed. 3. Press a programmable button with lights. 4. Press [ 5. Program another button for this extension or press [ programming mode. 6. Label the button at the user’s extension.
Voice Mailbox Transfer A Voice Mailbox Transfer button lets any system user transfer calls directly to another subscriber’s mailbox, without ringing the extension. If, for example, a caller wants to talk to a subscriber who is on vacation, the receptionist can transfer the call directly to the subscriber’s mailbox by pressing this button and entering the subscriber’s extension number (or pressing an Auto Dial button).
Troubleshooting 6 Contents When You Need Help 6-1 ■ 6-1 6-2 6-3 ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ Subscribers Hear Busy Signal When Calling In to Voice Mail Outside Callers Hear Ringing, but System Does Not Answer System Does Not Answer Immediately System Transfers Call to Receptionist Before Playing the Menu Prompt System Cuts Off Part of Greeting System Does Not Respond to Entered Digits System Does Not Transfer Calls Properly Outside Callers Hear Silence During Transfer Call Answer Service Takes Too Long
Troubleshooting 6 When You Need Help If you have a problem with your system, you may be able to solve it yourself by following the appropriate troubleshooting procedures described in this chapter. If not, you can call for help: in the continental U.S., call the AT&T Helpline at 1 800 628-2888; outside the continental U.S., call your AT&T Authorized Dealer.
Possible Cause 2: The voice messaging system may not be installed correctly. What to do: Check the voice messaging system module to make sure it is securely mounted in the control unit. Also check the module’s LEDs: the Power LED should be steady green and the Status LED should not be lit. If the Power and Status LEDs are lit, perform the System Save Reset All procedure by entering 989-RESET (989-73738) after you log in as the System Manager.
Possible Cause 3: The voice messaging system may not be programmed correctly. What to do: Refer to Figure 2-2 in Chapter 2 to determine the extension numbers that are associated with the voice messaging system module. Then use Hunt Group Extensions (#505) to verify that the VMS extensions are assigned to Hunt Group 7. ■ If Hunt Group 7 does not have the correct VMS extensions, assign the correct extension numbers. ■ If Hunt Group 7 has the correct VMS extensions, call the Helpline.
System Does Not Respond to Entered Digits Possible Cause 1: System is not receiving touch-tones. What to do: The voice messaging system may not be able to interpret touch-tones while a greeting plays. Wait until the greeting finishes before entering the touch-tones. If you are using a speakerphone, turn off the microphone. Possible Cause 2: If this occurs when the Automated Attendant Service answers calls, the menu definition may be programmed incorrectly.
Call Answer Service Takes Too Long to Answer Calls Possible Cause: Calls ring four times at a subscriber’s extension to give the subscriber a chance to answer the call. What to do: Recommend that subscribers program a Do Not Disturb button on their system phone and turn the feature on when they leave their desks or whenever they are too busy to answer calls. Calls to extensions with Do Not Disturb on are answered immediately.
Message Light Does Not Turn Off Possible Cause: There are messages in the mailbox. The message light remains lit until all messages are deleted from the mailbox. What to do: Delete all messages from the mailbox. Date or Time in Message Headers Is Incorrect Possible Cause: The day, date, or time programmed for the communications system is incorrect.
Specifications Capacities ■ ■ ■ ■ Dimensions and Weights (approx.) Electrical Specifications ■ ■ ■ ■ ■ ■ Processors Specifications ■ ■ ■ Environmental Requirements— Control Unit ■ ■ ■ ■ ■ ■ ■ * A Voice Channels: 2 Max. Mailboxes: 10 (or 20 with Mailbox Expansion Card) Voice Storage: 120 min. (or 220 min. with Mailbox Expansion Card) Total Number of Calls Supported During Peak Usage Hour: Call Connect Time* Calls 25 0.5 minute 1 minute 12 1.5 minute 8 PARTNER MAIL VS: 11”(D) x 17”(H) x 1.
Electrical Requirements Safety Requirements Government Approvals and Local Phone Company Information 90–130 VAC, 50–60 Hz, 3-prong outlet separate ground, separately fused at 15 Amps On a PARTNER II 220V System: 180–264 VAC, 50–60 Hz, fused at 10 Amps ■ Outlet must not be controlled by an on/off switch ■ Grounding to comply with Underwriters Laboratories (UL) 1459: A.
FCC Information B Federal Communications Commission (FCC) Interference Information This equipment has been tested and found to comply with the limits for a Class A digital device, pursuant to Part 15 of FCC rules. These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial environment.
■ Repair Instructions: If you experience trouble because your equipment is malfunctioning, the FCC requires that you disconnect the equipment from the network and not use it until the problem has been corrected. Repairs to this equipment can only be made by the manufacturer, its authorized agents, or by others who may be authorized by the FCC. In the event repairs are needed on this equipment, please contact the AT&T National Service Assistance Center (NSAC) at 1 800 628-2888.
To prevent overloading, the Load Number (LN) assigned to each terminal device denotes the percentage of the total load to be connected to a telephone loop used by the device. The termination on a loop may consist of any combination of devices subject only to the requirement that the total of the Load Numbers of all the devices does not exceed 100. DOC Certification No.: 230 3756A CSA Certification No.: LR 60486 Load No.
L’indice de charge (IC) assigné à chaque dispositif terminal indique, pour éviter toute surcharge, le pourcentage de la charge totale qui peut être raccordée a un circuit téléphonique boucié utilisé par ce dispositif. La terminaison du circuit boucié peut être constituêe de n’importe quellie combinaison de dispositifs, pourvu que la somme des indices de charge de l’ensemble des dispositifs ne dépasse pas 100.
Warranty Information C Repair Information Outside the continental U.S., contact your local AT&T Authorized Dealer for warranty and repair information applicable to your system. In-Warranty Repairs If you purchased or leased your system directly from AT&T, AT&T will repair it free of charge during the one-year warranty period. Simply call the Helpline and ask for service. Business-Day service is standard during the warranty period for both the control unit and system phones.
Post-Warranty Repairs If you purchased your system from AT&T and you have a post-warranty service contract, AT&T service is provided under the terms of that contract. To significantly reduce unexpected repair costs after the warranty period, you can purchase a post-warranty service contract from AT&T. If you do not have a contract, AT&T service is provided on a time-and-materials basis by calling the Helpline.
Unless otherwise expressly agreed to in a written agreement signed by AT&T, AT&T will not be responsible under this limited warranty for damages resulting from: ■ Failure to follow AT&T’s installation, operation, or maintenance instructions; ■ Unauthorized system modification, movement, or alteration; ■ Unauthorized use of common carrier communication services accessed through the system; ■ Abuse, misuse, or negligent acts or omissions of the customer and persons under the customer’s control; or ■
Planning Forms D This appendix contains the Planning Guide forms. We suggest you fill in a photocopy of the form you need, leaving the blank original in the book, in case you need to make revisions in the future.
Form 1: Mailbox Assignments Required Mailbox Subscriber Name Required for Mailbox Expansion Card-20 Mailbox 10 ✔ (20 ✔ ) (11 ✔ ) (21 ✔ ) (12 ✔ ) (22 ✔ ) (13 ✔ ) (23 ✔ ) (14 ✔ ) (24 ✔ ) (15 ✔ ) (25 ✔ ) (16 ✔ ) (26 ✔ ) (17 ✔ ) (27 ✔ ) (18 ✔ ) (28 ✔ ) (19 ✔ ) (29 ✔ ) General Information ■ Factory defaults are identified by the ✔ symbol. ■ The system comes with 10 mailboxes already defined for extensions 10–19.
Form 2: Menu Definition Required for Automated Attendant Service Description Selector Code Specific Ext. or Range of Extensions for Direct Extension Group # for Selector Code Transfer Transfer 1 (10–19 ✔ ) 2 (20–29 ✔ ) 3 (30–39 ✔ ) 4 (40–49 ✔ ) 5 (50–57 ✔ ) 6 7 (71–74, 771–776 ✔ ) 8 9 Transfer to mailbox 10 ✔ General Information Completing this Form ■ Factory defaults are identified by the ✔ symbol. For Direct Extension Transfer...
Form 3: Day Menu Prompt Required if VMS Hunt Schedule is set to Day Only or Always General Information Completing this Form ■ The Day Menu Prompt plays to callers when the VMS Write the message that you want callers to hear when they call your company during normal business hours, including the instructions to the caller for selecting menu options. Hunt Schedule is set to Day Only or Always and Night Service is off. The Day Menu Prompt and the Night Menu Prompt use the same Menu Definition.
Form 4: Night Menu Prompt Required if VMS Hunt Schedule is set to Night Only or Always General Information Completing this Form ■ The Night Menu Prompt plays to callers when the VMS Write the message that you want callers to hear when they call your company after normal business hours, including instructions to the caller for selecting menu options. Hunt Schedule is set to Night Only or Always and the Night Service is on. The Night Menu Prompt and the Day Menu Prompt use the same Menu Definition.
Form 5: Line Ownership Required if CO coverage exists for one or more lines Line # Telephone Number Line Owner (Subscriber Name) General Information ■ Lines in the PARTNER PLUS or PARTNER II system are either assigned ownership or Automated Attendant Service coverage—a single line cannot be assigned both types of coverage. ■ Note that more than one line may be assigned to the same mailbox, but a single line cannot be assigned to more than one mailbox.
Glossary A Auto Dial button A programmable telephone button that lets you dial a series of digits simply by pressing that button. An Auto Dial button can be used to dial the voice messaging system with one touch. See also Programmable button.
Extension jack The six jacks on the lower half of 206 modules that allow you to connect phones (or other telecommunications devices) to the control unit. Industry-standard device A telephone or other telecommunications device that can be connected directly to the public telephone network. See also Standard phone. Extension number The number assigned to each extension jack on a 206 module.
MLS- and MLC-Model telephones See System phones. S Music On Hold system Equipment that lets you play recorded music or messages to callers who are placed on hold. A music-on-hold audio source must be connected to an RCA jack on the processor module in the control unit. Selector codes A single digit (1–9) used to define transfer options for outside callers on the Automated Attendant Service menu. See also Menu definition and Menu prompt.
206 module A system module that contains jacks for connecting up to two outside lines and up to six extensions. V VMS Cover button Provides subscribers the capability of turning voice mail coverage on and off at a system phone extension. See also Automatic VMS Cover. VMS Hunt Delay A communications system feature that lets you set the Automated Attendant to handle calls in one of two ways: Immediate Call Handling or Delayed Call Handling. See also Immediate Call Handling and Delayed Call Handling.
Index A D Automated Attendant Service communications system options, 1-5 factory-set messages, 1-4 fixed settings, 1-10 music-on-hold, 1-7 overview, 1-4 programming, 4-3, 4-7, 5-5 testing the operation of, 4-12 using Group Call Distribution for, 5-11 Automatic Extension Privacy, 4-7 Automatic VMS Cover, 1-7, 4-9, 5-17, 5-20 Day menu prompt changing the, 5-9 description, 1-4 factory-set prompt, 1-4 initial programming, 4-3 listening to, 5-8 sample message, 5-7 Delayed call handling, 1-6 Dial plan, 5-14 Di
H Helpline, 6-1 Hunt Group, 5-4 Hunt Group 7 (see VMS extensions) I Immediate call handling, 1-6 Installation guidelines, 2-1 Mailbox Expansion Card, 2-4 voice messaging system module, 2-2 K Key sequences, iii L Line Ownership and Group Call Distribution, 5-26 and mailbox deletion, 5-17 assigning, 5-23 changing, 5-24 checking, 5-22 deleting, 5-25 initial programming, 4-6 Login for voice messaging system, 3-4 M Mailbox Expansion Card description, 1-1 installing, 2-4 Mailboxes capacity, 1-10, 5-13, A-1 ch
R Re-initializing mailbox, 5-19 password, 5-19 Receptionist duties, 5-3 extension 10, 1-10, 5-13 mailbox, 5-17 Reference materials, v Repair, C-1 Rotary phones, 5-7 S Selector Code Transfer, 5-6 Selector codes, 5-6 Specifications, A-1 Support, customer, 6-1 System Manager duties, 5-1 password for, 5-2 System test, 4-12 T Technical specifications, A-1 Telephone button programming (see Button programming) Telephone company notification, B-1 Terminology, iii Transfer for Automated Attendant Service callers.
PARTNER MAIL VS™ System Programming Quick Reference To Program the Communications System for PARTNER MAIL VS AT EXTENSION 10 OR 11 Place the Programming Overlay on the dial pad of the system display phone at extension 10 or 11 TO START SYSTEM PROGRAMMING PRESS [ Feature ] [ 0 ] [ 0 ] PRESS [ System Program ] PRESS [ System Program ] TO END SYSTEM PROGRAMMING PRESS [ Feature ] [ 0 ] [ 0 ] HUNT GROUP EXTENSIONS DIAL #505 PRESS [ 7 ] for the VMS Hunt Group DIAL the extension number DIAL 1 = Assigned to group
PARTNER MAIL VS™ System Programming Quick Reference To Program the PARTNER MAIL VS System TO START PROGRAMMING PRESS [ Intercom ] [ 7 ] [ 7 ] [ 7 ] PRESS [ 9 ] [ 9 ] and [ # ] ENTER your password (1 2 3 4) and [ # ] PRESS [ 9 ] to access the Programming Main Menu TO RETURN TO A PREVIOUS MENU PRESS [ ★ ] [ # ] Automated Attendant Mailboxes REFER to Forms 2, 3, and 4 PRESS [ 3 ] to program Automated Attendant service TO MODIFY THE MENU DEFINITION AND DAY MENU PROMPT PRESS [ 1 ] for the day menu PRESS [ 6
518-322-102 Issue 1 January 1994
