AT&T PARTNER MAIL VS™ Voice Messaging System Release 3 Installation and Programming
Copyright © 1995 AT&T All Rights Reserved Printed in U.S.A. AT&T 518-322-105 Issue 1 July 1995 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.
Contents 1 About This Guide v Overview 1-i 1-ii 1-2 1-2 1-3 ■ ■ ■ ■ 2 Installation ■ Important Safety Instructions ■ Before You Start Installing the Voice Messaging System Module ■ 3 Understanding Programming ■ ■ 4 Important Safety Instructions Tutor Feature Languages Voice Messaging Services Communications System Programming Voice Messaging System Programming Initial Programming ■ ■ ■ ■ ■ ■ ■ Overview Initial System Setup Voice Messaging System Programming Communications System Programmi
Contents 5 System Management General Information Language ■ Automated Attendant Service ■ Modifying Mailboxes ■ Line Coverage ■ Telephone Button Programming ■ ■ 6 Troubleshooting ■ ■ ■ ■ ■ When You Need Help Automated Attendant Service Call Answer Service Voice Mail Service Language 5-i 5-2 5-6 5-14 5-28 5-39 5-46 6-i 6-1 6-2 6-5 6-6 6-8 A Specifications A-1 B FCC Information B-1 C Maintenance C-1 D Planning Forms D-1 E Case Studies E-1 ii
Contents GL Glossary GL-1 IN Index IN-1 Programming Quick Reference Inside back cover iii
About This Guide Purpose This guide provides instructions for installing, programming, and managing the PARTNER MAIL VS™ Voice Messaging System on the PARTNER® Plus, PARTNER II, or PARTNER 48 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 who is responsible for managing the system on an on-going basis.
Key Sequences This guide instructs you to press key sequences on the telephone’s dialpad to perform tasks. Each sequence includes a number. If the keys on your dialpad also have letters, the number in the sequence is equivalent to a letter associated with the task in English.
Once you are experienced with the system, use the Table of Contents or Index to locate the information you need. This guide contains some information about communications system features as well as voice messaging system features. For detailed information about a specific communications system feature, refer to the Programming and Use guide for the communications system.
Important Safety Instructions WARNING: The following list provides basic safety precautions that should always be followed when using the 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 the communications system to automate the call handling needs of the business. The voice messaging system: ■ Handles up to two calls simultaneously and provides service for a predetermined number of subscribers, An optional Mailbox Expansion Card may be installed to double the number of subscribers.
Tutor Feature Tutor is an “on-line help” feature that allows users to easily access and listen to information about commonly-used communications system features. Any user can access the Tutor-users do not have to be voice messaging system subscribers. Tutor provides information about the following subjects: ■ 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 outside calls and transfers them to the destination selected by the caller. ■ Call Answer Service. Allows the caller to leave a message or to transfer to another extension if the called party is busy or does not answer. ■ 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 outside calls without assistance from a receptionist, After an outside call is answered, the Automated Attendant Service plays a customized message (called the menu prompt). The message typically welcomes callers—to let them know they have reached the correct number—then offers callers a menu of options for transferring to the desired party.
In addition, Automated Attendant Service has this factory-set Night Menu Prompt: Good Evening. Welcome to PARTNER MAIL VS. Please enter the extension number of the person you wish to reach, or press 9 to leave a message with the receptionist. 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 reach the customer service department directly.
VMS Hunt Delay This option specifies either immediate or delayed call handling (see Figure 1-2): ■ Immediate (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 backup. Callers using rotary phones or callers requesting assistance can be transferred to the receptionist’s extension. ■ Delayed. The Automated Attendant Service answers outside calls on the fourth ring.
Call Answer Service This service offers callers the following options when they reach an extension that is unable to answer their call: ■ If the system is in Bilingual Mode, press [∗] [1] while listening to the personal greeting to switch between the Primary and Secondary Languages, ■ Leave a detailed, confidential message in the called party’s mailbox. ■ Press [0] to transfer to the receptionist’s extension for assistance.
Manual VMS Coverage Regardless of the Automatic VMS Cover setting, the communications system allows subscribers to press a programmed button to turn voice mail coverage on and off at their extension.
Voice Mail Service This service allows subscribers to manage their own mailboxes. With it, a subscriber can: ■ Listen to messages, then save or delete them.
Mailboxes The voice messaging system provides a predetermined number of mailboxes which are assigned to extensions in order beginning with extension 10. For example, the system may have 10 default mailboxes for extensions 10 through 19. If a Mailbox Expansion Card is installed, the number of default mailboxes is doubled; in this example, installation of a Mailbox Expansion Card would increase the number of default mailboxes to 20, for extensions 10 through 29.
Important Safety Instructions WARNING: The following list provides basic safety precautions that should always be followed when using the 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.
Installation 2 This chapter provides instructions for installing the voice messaging system’s hardware in the communications system’s control unit. Before You Start Refer to the enclosed product information sheet to verify that you have the appropriate voice messaging system and communications system hardware. Then: ■ Make sure the communications system control unit, processor module(s), and 206/400 modules have been installed.
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 or PARTNER 48 system primary carrier. NOTE: The voice messaging system module should always be installed after the 206 and 400 modules to ensure consecutive extension numbering.
Figure 2-2. 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 2-2). Make sure the arrows on the Mailbox Expansion Card label face up and in. Also make sure the card is pushed in all the way. 5. Turn on power to the control unit. The green Power LED should light—if it does, skip to Step 6.
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 for support as indicated on the inside front cover.
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 the 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. Contains basic information about the system including the line number and type of voice messaging service required for each line. ■ Form B1: System Extensions. Contains basic information about each extension.
The Programming Overlays During System Programming, the normal functions of several buttons on the phone at extension 10 (or 11 if available) 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 over the dialpad of the phone at extension 10 (or 11 if available).
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 for the voice messaging system: ■ Form 1: Language. Shows the Language Mode, Monolingual or Bilingual.
Using System Programming A special login number is required to program the voice messaging system. The following information applies to this login ■ The login number is 99. ■ 99 is not an extension number. ■ The language associated with this login is either the System Language chosen for Monolingual Mode or the Primary Language chosen for Bilingual Mode; it cannot be changed. ■ This login’s factory-set Mailbox Password is 1234.
Accessing the Programming Main Menu To access the Programming Main Menu: 1. Press [ Intercom ] [7] [7] [7] or the programmed VMMsgs button. The system plays: Welcome to PARTNER MAIL VS. Please enter extension and #. Otherwise, to access PARTNER Tutor, press * 4. 2. Press [9] [9] [#] , The system plays: Enter password and #. Enter the Mailbox Password and press [#] . (The factory-set Mailbox Password is 1234.) The system plays: 3. System Manager. PARTNER MAIL VS Release 3.
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 extension numbers associated with the PARTNER MAIL VS system module. Figure 2-1 (in Chapter 2) shows the possible extension numbers. For the extension numbers appropriate to this installation, locate Form B1 of the System Planner for the communications system. VMS Hunt Group Extensions You must use this procedure to assign the extensions associated with the voice messaging system module to Hunt Group 7.
Transfer Return Extensions For extensions that do not have voice mail coverage, this procedure ensures that unanswered calls transferred by the voice messaging system transfer return to the receptionist’s extension where they will ring until they are answered. To assign extension 10 as the transfer return extension for the PARTNER MAIL VS extensions specified on Form B 1: 1. Press [#] [3] [0] [6] * . 2. At the Extension: prompt, enter the first PARTNER MAIL VS extension number specified on Form B 1, 3.
Monolingual Mode To change the System Language as specified on Form 1: 1. If necessary, access the Programming Main Menu. If you are already at the Programming Main Menu, skip to Step 2. a. Press [ Intercom ] [7] [7] [7] or the programmed VMMsgs button, b. Press [9] [9] [#] . c. Enter the Mailbox Password and press [#] . d. Press [9] . 2. Press [1] for Language. 3. Press [2] for System Language. 4. Press [6] to modify System Language. 5.
Automated Attendant Service Before you begin, locate Forms 3,4, and 5 for the voice messaging system. If the system is set for Bilingual Mode, also locate Forms 4A and 5A. If Automated Attendant Service is not to be used; skip to “Voice Mail Service.” Otherwise, to program Automated Attendant Service: ■ If the system is set for Monolingual Mode, use the procedures below. ■ If the system is set for Bilingual Mode, use the procedures beginning on page 4-7.
14. Choose an option or skip this step: ■ Press [2] [1] to immediately re-record this Menu Prompt, Begin recording immediately after the beep; press [1] after recording, Repeat, if desired. ■ Press [2] [3] to play back this Menu Prompt. ■ Press [∗] [3] to delete this Menu Prompt and return to Step 12 to be prompted for re-recording. 15. Press [∗] [#] to approve the Menu Definition and the Day Menu Prompt. 16. Press [∗] [7] to return to the Programming Main Menu. 17.
Bilingual Mode Menu Definition and Day Menu Prompts To define the Automated Attendant Service menu as specified on Form 3 and record the Day Menu Prompts for the Primary and Secondary Languages specified on Form 4 and 4A: 1. If necessary, access the Programming Main Menu. If you are already at the Programming Main Menu, skip to Step 2. a. Press [ Intercom ] [7] [7] [7] or the programmed VMMsgs button, b. Press [9] [9] [#] . c. Enter the Mailbox Password and press [#] . d. Press [9] . 2.
14. Choose an option or skip this step: ■ Press [2] [1] to immediately re-record this Menu Prompt. Begin recording immediately after the beep; press [1] after recording. Repeat, if desired. ■ Press [2] [3] to play back this Menu Prompt. ■ Press [∗] [3] to delete this Menu Prompt and return to Step 12 to be prompted for re-recording. 15. Press [∗] [#] to approve this Day Menu Prompt. 16.
5. At this point, do one of the following: ■ If you want to record the Night Menu Prompt in the Primary Language, continue with Step 6. ■ To record the Night Menu Prompt in the Secondary Language, skip to Step 11. 6. Lift the handset, press [1] , and record the Menu Prompt from Form 5. 7. Press [1] after recording. 8. Choose an option or skip this step: ■ Press [2] [1] to immediately re-record this Menu Prompt.
Voice Mail Service Before you begin, locate Form 2 for the voice messaging system. Check to see if mailboxes are numbered differently from the factory defaults, if any mailbox is to be deleted, or if a Mailbox Language is changed for any mailbox. ■ If mailboxes are not numbered differently, no mailbox is deleted, and no mailbox’s language is changed, skip to “Line Ownership.” ■ If any mailbox is to be deleted, use the procedure below.
Creating a Mailbox To create mailboxes as specified on Form 2: 1. If necessary, access the Programming Main Menu. If you are already at the Programming Main Menu, skip to Step 2. a. Press [ Intercom ] [7] [7] [7] or the programmed VMMsgs button. b. Press [9] [9] [#] . c. Enter the Mailbox Password and press [3] . d. Press [9] . 2. Press [4] for Mailboxes. 3. Enter the number of a mailbox to be created as indicated on Form 2, followed by [#] . 4. Press [4] to create this mailbox. 5.
Line Ownership Before you begin, locate Form 6 for the voice messaging system. ■ If Form 6 is filled out, use the procedure below to assign ownership. ■ If Form 6 is not filled out, skip to “Communications System Programming. ” Assigning Line Ownership To assign an owner to an outside line as specified on Form 6: 1. If necessary, access the Programming Main Menu. If you are already at the Programming Main Menu, skip to Step 2. a. Press [ Intercom ] [7] [7] [7] or the programmed VMMsgs button. b.
Communications System Programming Automated Attendant Service Before you begin, locate Forms A, B 1, and C of the System Planner for the communications system. Refer to Form A, Page 1 of 2, Line Coverage, to see if any lines are checked for 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.
Automatic Extension Privacy If VMS Hunt Delay is set to Immediate, use this procedure to prevents users from accidentally picking up calls sent to the voice messaging system. To set Automatic Extension Privacy (#304) to Assigned for the PARTNER MAIL VS extensions specified on Form B1: 1. Press [#] [3] [0] [4] . 2. Enter the first PARTNER MAIL VS extension number specified on Form B1. 3. Press [ Next Data ] until the display reads 1 Assigned. 4.
Night Service Check Form C for extension 10. If a Night Service button is specified, follow the procedure below, To program Night Service on a button with lights at extension 10 as specified on Form C: At this point, do one of the following: 2. ■ If you want to assign Night Service to the first available button on the system phone, press [ Next Data ] until the display reads: Night Service 1 Assigned-Ext 10 Go to Step 3. ■ If you want to assign Night Service to a specific button*, press [3] .
Line Coverage Refer to Form A, Page 1 of 2, Line Coverage, VMS-Mail: ■ If check marks appear for any lines in this column, use the procedure in “VMS Line Coverage” below. ■ If extension numbers are specified for any lines in this column, use the procedure in “Line Coverage Extension” below. VMS Line Coverage To assign VMSMail lines checked on Form A, Page 1 of 2, Line Coverage, to Hunt Group 7: 1. Press [#] [2] [0] [6] * . 2. At the Group: prompt, press [7] . 3.
Automatic VMS Cover Check Form B2 to see if Automatic VMS Cover is assigned to any extensions. If it is, follow the procedure below. If not, skip to “VMS Cover Rings.” To change the Automatic VMS Cover setting for an extension to Assigned as indicated on Form B2: 1. Press [#] [3] [1] [0]. 2. Enter the number of the first extension to which Automatic VMS Cover is to be assigned. 3. Press [ Next Data ] until the display reads 1 Assigned. 4.
Telephone Button Programming Before you begin, locate Form C of the System Planner for the communications system. Be sure you have a version of the form for each subscriber’s phone. 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 allows the subscriber to turn voice mail coverage on and off.
Do Not Disturb Used in conjunction with either automatic VMS cover or manual VMS cover, this button lets the subscriber send callers immediately to his or her mailbox (instead of ringing the extension first). To program a Do Not Disturb (DND) button as specified on Form C: 1. Press [ Feature ] [0] [0] [ System Program ] [ System Program ] [ Central Tel Program ]. 2. Enter the number of the extension to be programmed. 3. Press a programmable button with lights. 4. Press [ Feature ] [0] [1]. 5.
Voice Mail Messages This intercom Auto Dial button allows the subscriber to access the voice messaging system with the touch of one button. To program a Voice Mail Messages (VMMsgs) button as specified on Form C: 1. Press [ Feature ] [0] [0] [ System Program ] [ System Program ] [Central Tel Program ] . 2. Dial the number of the extension to be programmed. 3. Press a programmable button. 4. Press left [ Intercom ] [7] [7] [7] . 5.
Automated Attendant Service ■ If the VMS Hunt Schedule is set for Day Only or Always, follow the procedure for Day Menu. ■ If the VMS Hunt schedule is set for Night Only, follow the procedure for Night Menu. Day Menu 1. Make sure the Night Service button at extension 10 is off. 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.
Call Answer Service VMS Extension Coverage 1. Press the Do Not Disturb button at the appropriate destination extensions to quickly route your test calls to Call Answer Service. 2. For extensions that do not have Automatic VMS Cover, turn on coverage by pressing the VMS Cover button at those extensions. 3.
Initial Proramming Flowchart Refer to CS Form B1 to identify the extensions for the PARTNER MAIL Refer to VMS Form 1 to see if the system should be programmed for Bilingual Mode. Use Hunt Group Extensions (#505) to assign the PARTNER MAIL VS extensions to Hunt Group 7. C1 Refer to VMS Form 1 to see if a different System Language is specified. If so, modify the System Language.
Initial Programming Flowchart Refer to VMS Form 2 to identify default mailboxes: Program the Menu Definition and Day Menu Prompt. Refer to VMS Form 3, 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 3, Column C. Monolingual V4 Bilingual V5 No Refer to VMS Form 4 to determine if a Day Menu Prompt is used. Yes Record the Day Menu Prompt as specified on Form 4.
Refer to CS Form A, Page 1 of 2, 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 Refer to CS Form A, Page 2 of 2, to check VMS Hunt Delay and VMS Hunt Schedule settings for the PARTNER MAIL VS system. ● ● If Immediate and Always are checked, this site uses immediate call handling all the time (day and night).
Refer to CS Form A, Page 1 of 2, Yes Line Coverage to see if any lines are checked off in the VMS-Mail column. Use Group Call Distribution (#206)* to program the personal lines as VMS Line Coverage for Hunt Group 7. C3 Refer to VMS Form 6, Columns A and D to assign Line Ownership to specified lines. V17 No Refer to CS Form A, Page 1 of 2, Line Coverage to see if any extension numbers are specified in the VMS-Mail column.
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 Mailbox Password (factory setting is 1234) and [3] PRESS [9] to access the Programming Main Menu Language REFER to Form 1 PRESS [1] to program Language TO MODIFY THE LANGUAGE MODE PRESS [1] for Language Mode PRESS [1] for Monolingual Mode or [2] for Bilingual Mode V1 TO MODIFY THE SYSTEM LANGUAGE-MONOLINGUAL MODE PRESS [2] for System Lan
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 Mailbox Password (factory setting is 1234) and [#] PRESS [9] to access the Programming Main Menu Automated Attendant REFER to Forms 3, 4, 4A, 5 and 5A PRESS [3] to program Automated Attendant Service TO CHANGE SELECTOR CODE TRANSFER TO DIRECT EXTENSION TRANSFER-MONOLINGUAL MODE PRESS [1] for Day Menu PRESS [6] to modify ENTER a Selector
PARTNER MAIL VS™ System Programming Quick Reference To Program the Communications System for PARTNER MAIL VS Place the Programmin Overlay on the dial pad of the system display phone at extension 10* TO START SYSTEM PROGRAMMING PRESS [Feautre] [0] [0] PRESS [System Program] PRESS [System Program] ENTER System Password if required TO END SYSTEM PROGRAMMING PRESS [Feature] [0] [0] HUNT GROUP EXTENSIONS DIAL # 5 0 5 PRESS [7] for the VMS Hunt Group DIAL the extension number DIAL 1 = Assigned to group 2 = Not a
PARTNER MAIL VS™ System Programming Quick Reference Centralized Telephone Programming Quick Refernce Place the Programming Overlay on the dial pad of the system display phone at extension 10* TO START CENTRALIZED TELEPHONE PROGRAMMING TO PROGRAM ANOTHER FEATURE AT THE SAME EXTENSION TO ERASE A FEATURE OR AUTO DIAL BUTTON PRESS [ Feature ] [0] [0] After you program one feature, continue with the instructions in the box for the next feature PRESS the programmed button PRESS [ Mic ] TO CHANGE SETTlNG FO
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: ■ Language. Allows you to change the Language Mode (Monolingual or Bilingual) and the language(s) supported by that mode.
General Information This section tells you how to change the System Manager’s Mailbox Password, which is required for changing voice messaging system settings. 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 Mailbox Password The factory setting for login 99’s (the System Manager’s) Mailbox Password is 1234.
Using the Tutor Feature Tutor is an “on-line help” feature that allows all system users (not just voice messaging system subscribers) to easily access and listen to information on commonly-used communications system features. You should let system users know about this feature and recommend that users stick the Tutor label (provided with the voice messaging system hardware) into the depression for the handset mouthpiece on the base of their system phone.
Receptionist’s Responsibilities After the voice messaging system is installed, the receptionist at extension 10 should be aware of certain interactions between the voice messaging system and the receptionist’s extension. Use the following list as a guide when you explain these interactions to the receptionist: ■ The receptionist’s extension is factory set as extension 10 and cannot be changed. The mailbox for this extension can handle up to 30 minutes of stored messages (or 120 messages).
Group Calling Tips It is important to note that voice mail coverage is not provided for group calls. If your system is set up for group transfer, be sure that the receptionist is aware of the following items: * ■ If the Automated Attendant Service transfers a call to a Hunt Group or Calling Group*, and all members in the group are busy (members are either on the phone or have Do Not Disturb on), the call is transferred to the receptionist’s extension.
Language You can choose the Language Mode, either Monolingual or Bilingual, and the language(s) used by that mode (see Figure 5-1). Monolingual Mode supports a single System Language that callers hear when they call in to the voice messaging system.
Modifying the Language Mode Update Form 1 for the voice messaging system to show the change in Language Mode. When you change the Language Mode, the system continues to use any recorded messages associated with the selected language. For example, if you change from Monolingual to Bilingual Mode and the System Language in Monolingual Mode was Latin American Spanish, callers will hear Latin American Spanish as the new Primary Language.
Monolingual Mode Playing the System Language To listen to the current System Language: 1. Access the Programming Main Menu: a. Press [ Intercom ] [7] [7] [7] or the programmed VMMsgs button, b. Press [9] [9] [#] . c. Enter the Mailbox Password and press [#] . d. Press [9] . The system plays the system programming options. 2. Press [1] for Language. The system plays: To program Language Mode, press 1. To program System Language, press 2. If finished, press * #. 3.
Modifying the System Language Update Form 1 for the voice messaging system to show the change in the System Language selected for Monolingual Mode. When you change the System Language, the system uses any recorded messages already associated with the new System Language. After changing the System Language, listen to the Automated Attendant Service Day and Night Menu Prompts to make sure they are still relevant rerecord them if necessary.
Bilingual Mode Playing the Primary Language To listen to the current Primary Language: 1. Access the Programming Main Menu: a. Press [ Intercom ] [7] [7] [7] or the programmed VMMsgs button. b. Press [9] [9] [#] . c. Enter the Mailbox Password and press [#] . d. Press [9] . The system plays the system programming options. 2. Press [1] for Language, The system plays: To program Language Mode, press 1. To program System Language, press 2. If finished, press * #. 3. Press [2] for System Language.
Modifying the Primary Language Update Form 1 for the voice messaging system to show the change in the Primary Language selected for Bilingual Mode. When you change the Primary Language, the system uses any recorded messages already associated with the new Primary Language. After changing the Primary Language, listen to the Automated Attendant Service Day and Night Menu Prompts to make sure they are still relevant; rerecord them if necessary.
Playing the Secondary Language To listen to the current Secondary Language: 1. Access the Programming Main Menu: a. Press [ Intercom ] [7] [7] [7] or the programmed VMMsgs button. b. Press [9] [9] [#] . c. Enter the Mailbox Password and press [#] . d. Press [9] . The system plays the system programming options. 2. Press [1] for Language, The system plays: To program Language Mode, press 1. To program System Language, press 2. If finished, press * #. 3. Press [2] for System Language.
Modifying the Secondary Language Update Form 1 for the voice messaging system to show the change in the Secondary Language selected for Bilingual Mode. When you change the Secondary Language, the system uses any recorded messages already associated with the new Secondary Language. After changing the Secondary Language, listen to the Automated Attendant Service Day and Night Menu Prompts to make sure they are still relevant; rerecord them if necessary. To change the Secondary Language: 1.
Automated Attendant Service Automated Attendant Service (see Figure 5-2) can provide both day and night operation so callers can hear an appropriate prompt in either the System or Primary Language when they call your company.
If you need to change current programming for the Automated Attendant Service, you can use the instructions presented in this section, For example: ■ If you want to change the transfer options available for outside callers, use “Modifying the Menu Definition and Day Menu Prompt” and “Modifying the Night Menu Prompt” for either Monolingual Mode or Bilingual Mode to update the options and the message(s) callers hear.
Depending on your business, you can define the menu so that some options accommodate callers during normal business hours and other options accommodate after-hours callers. For example: the ANY Travel Agency wants to give outside callers the ability to transfer directly to any employee in their system by dialing the employee’s two-digit extension number, The company has employees assigned at extensions 10 through 25.
Playing the Menu Definition This procedure lets you listen to the current Menu Definition. The Menu Definition is accessed through the Day Menu. To play the current Menu Definition: 1. Access the Programming Main Menu: a. Press [ Intercom ] [7] [7] [7] or the programmed VMMsgs button. b. Press [9] [9] [#] . c. Enter the Mailbox Password and press [#] . d. Press [9] . The system plays the system programming options. 2. Press [3] for Automated Attendant. The system plays: To program the Day Menu, press 1.
Monolingual Mode Playing the Day or Night Menu Prompt To listen to the current Day or Night Menu Prompt: 1. Access the Programming Main Menu: a. Press [ Intercom ] [7] [7] [7] or the programmed VMMsgs button. b. Press [9] [9] [#] . c. Enter the Mailbox Password and press [#] , d. Press [9] . The system plays the system programming options. 2. Press [3] for Automated Attendant. The system plays: To program the Day Menu, press 1. press 2. 3. For the Night Menu, Either: ■ Press [1] for the Day Menu.
Modifying the Menu Definition and Day Menu Prompt Update Forms 3 and 4 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 the programmed VMMsgs button. b. Press [9] [9] [#] . c. Enter the Mailbox Password and press [#] . d. Press [9] .
10. Press [∗] [#] to finish modifying 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 #. 11. If you do not want to record a new Day Menu Prompt, press [#] and go to Step 16; otherwise, continue with Step 12. 12. To record a new Day Menu Prompt, lift the handset, press [1] , and record after the beep. 13. Press [1] when you are finished recording. 14.
Modifying the Night Menu Prompt Update Form 5 for the voice messaging system to show modifications to the Night Menu Prompt; then use the updated form while performing the following procedure. To change the Night Menu Prompt 1. Access the Programming Main Menu: a. Press [ Intercom ] [7] [7] [7] or the programmed VMMsgs button. b. Press [9] [9] [#] . c. Enter the Mailbox Password and press [#] . d. Press [9] . The system plays the system programming options. 2. Press [3] for Automated Attendant.
Bilingual Mode Playing the Day and Night Menu Prompts in the Primary and Secondary Languages To listen to the current Day and Night Menu Prompts in the Primary and Secondary Languages selected for Bilingual Mode: 1. Access the Programming Main Menu: a. Press [ Intercom ] [7] [7] [7] or the programmed VMMsgs button. b. Press [9] [9] [#] . c. Enter the Mailbox Password and press [#] . d. Press [9] . The system plays the system programming options. 2. Press [3] for Automated Attendant.
Modifying the Menu Definition and Day Menu Prompts Update Forms 3 and 4A for the voice messaging system to show modifications to the Menu Definition and/or Day Menu Prompts; then use the updated forms while performing the following procedure. To change the Menu Definition and/or the Day Menu Prompts: 1. Access the Programming Main Menu: a. Press [ Intercom ] [7] [7] [7] or the programmed VMMsgs button. b. Press [9] [9] [#] . c. Enter the Mailbox Password and press [#] . d. Press [9] .
10. Press [∗] [#] to finish modifying the Menu Definition. The system plays: To record Primary Language prompt, press 1. To record Secondary Language prompt, press 2. To save Menu Definition changes, press #. 11. If you do not want to record a Day Menu Prompt, press [#] to approve the Menu Definition and go to Step 19; otherwise, continue with Step 12, 12. Lift the handset and: ■ Press [1] to record the Day Menu Prompt in the Primary Language.
2. Press [3] for Automated Attendant. The system plays: To program the Day Menu, press 1. press 2. 3. For the Night Menu, Press [2] . The system plays: To play the menu, press 2; to modify the menu, press 6. If finished, press * #. 4. Press [6] . The system plays: To record Primary Language prompt, press 1. To record Secondary Language prompt, press 2. To save any recordings, press #. 5. Lift the handset: ■ Press [1] to record the Night Menu Prompt in the Primary Language.
Group Call Distribution Use this communications system procedure to specify a new outside line on which you want Automated Attendant Service. Update Line Coverage on Form A, Page 1 of 2 of the System Planner for the communications system to show modifications to VMS-AA lines before you begin. To assign VMS-AA lines to Hunt Group 7: 1. Press [ Feature ] [0] [0] [ System Program ] [ System Program ] . 2. Enter the System Password, if required. 3. Press [#] [2] [0] [6] * . 4.
Automatic Extension Privacy If VMS Hunt Delay is set to Immediate, use this procedure to prevents users from accidentally picking up calls sent to the voice messaging system. Update Form B1 of the System Planner for the communications system to show Automatic Extension Privacy (#304) as Assigned for the PARTNER MAIL VS extensions. To change the Automatic Extension Privacy setting: 1. Press [ Feature ] [0] [0] [ System Program ] [ System Program ] . 2. Enter the System Password, if required. 3.
Modifying Mailboxes The voice messaging system is shipped with mailboxes already created for a predetermined number of extensions. If a Mailbox Expansion Card is installed, mailbox capacity is doubled. The characteristics of mailboxes are as follows: ■ Receptionist’s Extension. Extension 10 has a maximum storage capacity of 30 minutes (or 120 messages). ■ All Other Extensions. Other extensions each have a maximum storage capacity of 10 minutes (or 40 messages). Figure 5-3.
If you need to change current mailbox programming, you can use the instructions presented in this section. For example: ■ If an employee leaves the company, you can set up the previously assigned mailbox number for a new employee. To do so, use “Re-initializing a Mailbox,” which returns the mailbox to its factory settings. ■ 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.
Hardware Considerations After you delete a mailbox, you can reassign that mailbox to another subscriber’s extension using the “Creating a Mailbox” procedure. Remember that mailbox numbers and extension numbers are the same. You also can assign available mailboxes to extensions that do not have phones connected to them so that guests—employees who work off-premises most of the time, such as salespeople—can access messages while on the road. See “Guest Mailboxes” on the next page for details.
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. Guest mailboxes provide all the benefits of a regular mailbox except the subscriber does not receive visual indication of a message deposited in the mailbox since there is no phone (and therefore no message waiting light) associated with the mailbox.
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 the programmed VMMsgs button, b. Press [9] [9] [#] . c. Enter the Mailbox Password and press [#] . d. Press [9] . The system plays the system programming options. 2.
Deleting a Mailbox Update Form 2 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 2 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 a predetermined number of extensions, If you already have the maximum amount of mailboxes, you must delete an unused mailbox before you can create a new one.
Re-initializing a Password If a subscriber forgets the password for his or her mailbox, you can re-initialize the password to the factory setting of 1234 so the user can retrieve messages. Remind the subscriber to change the password immediately after logging 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 the programmed VMMsgs button. b. Press [9] [9] [#] . c. Enter the Mailbox 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 # or press # 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 program the Mailbox Language, press 6. To delete, press * D.
4. Press [6] . The system plays: To modify Mailbox To play Mailbox Language, press 2. If finished, press * #. Language, press 6. 5. Press [2] . The system plays: Mailbox language is LANGUAGE (where LANGUAGE is the current language) . 6. Press [*] [7] to return to the Programming Main Menu or hang up to quit. Modifying a Mailbox’s Language Update Form 2 for the voice messaging system to show the languages assigned to mailboxes; then use the updated form while performing the following procedure.
7. Either: ■ Press [9] to confirm. The system plays: Mailbox Language has been changed. ■ Press [6] to cancel. The system plays: Mailbox Language has not been changed. 8. Press [*] [7] to return to the Programming Main Menu or hang up to quit. Automatic VMS Cover Use this communications system procedure to assign automatic voice mail coverage to the appropriate extensions. Update Form B2 of the System Planner for the communications system before you begin.
Line Coverage This feature lets callers who call in on a covered line leave messages in the mailbox of a specific subscriber. Line coverage typically is used for personal lines or outside access to the voice messaging system if Automated Attendant Service is not used. There are two ways to setup line coverage: ■ For VMS Line Coverage, you must program the voice messaging system’s Line Ownership feature and the communication system’s Group Call Distribution (#206)* feature.
VMS Line Coverage If you specify VMS Line Coverage for any system lines, you must assign an owner to the covered lines to prevent the system from transferring callers who call in on those lines to the receptionist’s extension. This section provides instructions on how to: ■ Use Line ownership (see Figure 5-5) to scan, assign, modify, and delete current assignments for VMS Line Coverage ■ Use Group Call Distribution to specify new lines for VMS Line Coverage Figure 5-5.
Scanning Line Ownership To review the current owners of outside lines: 1. Access the Programming Main Menu: a. Press [ Intercom ] [7] [7] [7] or the programmed VMMsgs button. b. Press [9] [9] [#] . c. Enter the Mailbox 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 * D. 3.
Assigning Line Ownership Update Form 6 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. Press [ Intercom ] [7] [7] [7] or the programmed VMMsgs button. b.
Modifying Line Ownership Update Form 6 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 the programmed VMMsgs button. b. Press [9] [9] [#] . c. Enter the Mailbox Password and press [#] . d. Press [9] . The system plays the system programming options. 2. Press [6] for line ownership.
Deleting Line Ownership Update Form 6 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 use Group Call Distribution (#206) to remove VMS Line Coverage from the line 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 VMS Line Coverage. Update Form A, Page 1 of 2, Line Coverage of the System Planner for the communications system to show modifications to VMS-MAIL lines before you begin. To modify VMS-MAIL line assignments: 1. Press [ Feature ] [0] [0] [System Program ] [ System Program ] . 2. Enter System Password if required. 3. Press [#] [2] [0] [6] *. 4. At the Group: prompt, press [7] . 5.
5. At the Data: prompt, enter the number of the extension in the VMS-MAIL column. 6. To program another line, press [ Next Item ] or [ Prev Item ] until the appropriate line number displays. Then repeat Step 5. 7. Press [ Feature] [0] [0] to exit programming. Telephone Button Programming Update Form C of the System Planner for the communications system if you change button programming for a subscriber’s extension.
Do Not Disturb Used in conjunction with either automatic or manual extension coverage, this button lets subscribers send callers immediately to their voice mailbox. To program a Do Not Disturb button: 1. Press [ Feature ] [0] [0] [ System Program ] [ System Program ] [ Central Tel Program ] . 2. Enter the number of the extension to be programmed. 3. Press a programmable button with lights. 4. Press [ Feature ] [0] [1] . 5.
Voice Mail Messages This intercom Auto Dial button allows the subscriber to access the voice messaging system with one touch of a button. To program a Voice Mail Messages button: 1. Press [ Feature ] [0] [0] [ System Program ] [ System Program ] [ Central Tel Program ] . 2. Enter the number of the extension to be programmed. 3. Press a programmable button. 4. Press [ Intercom ] [7] [7] [7] . 5. Program another button for this extension or press [ Feature ] [0] [0] to exit programming mode. 6.
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 1800 628-2888; outside the continental U.S., call your AT&T Representative or local Authorized Dealer.
Automated Attendant Service Outside Callers Hear Ringing, but System Does Not Answer Possible Cause 1: This is normal when the PARTNER MAIL VS extensions are busy. What to do: There are a number of ways to reduce the amount of time a PARTNER MAIL VS extension is busy.
System Does Not Answer Immediately Possible Cause 1: Automated Attendant Service is programmed for Delayed call handling. What to do: If you do not want Delayed call handling, program the communications system’s VMS Hunt Delay feature for Immediate call handling. Possible Cause 2: The PARTNER MAIL VS extensions may be busy. What to do: There are a number of ways to reduce the amount of time a PARTNER MAIL VS extension is busy.
Possible Cause 2: A valid destination was not entered by the caller. What to do: Make sure a valid destination was entered. Check the Programming and Use guide for your communications system to determine valid extension and group numbers. System Does Not Respond to Entered Digits Possibe Cause 1: System is not receiving touchtones. What to do: The voice messaging system may not be able to interpret touchtones while a greeting plays. Wait until the greeting finishes before entering the touchtones.
Call Answer Service 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 phones. They should turn on the feature 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.
Voice Mail Service Subscriber Unable to Log In to Voice Mail Possible Cause 1: A subscriber entered the number of a mailbox that does not exist. What to do: Make sure the subscriber enters an existing mailbox number. Use “Playing a Mailbox’s Status” in Chapter 5 to check the status of existing mailboxes. ■ If the subscriber tries again and succeeds, the problem is solved. ■ If the subscriber still cannot log in, go to Possible Cause 2.
Subscribers Hear Busy Signal When Calling In to Voice Mail Possible Cause 1: This is normal when the PARTNER MAIL VS extensions are busy. What to do: There area number of ways to reduce the amount of time a PARTNER MAIL VS extension is busy. For example, you can recommend that users access the Tutor feature during non-peak calling hours, you can reduce the number of options in the Automated Attendant Service menu, or you can reduce the length of the Automated Attendant Service menu prompt.
Language Cannot Switch Between Primary and Secondary Languages Possible Cause: The system is set for Monolingual Mode. What to do: Refer to “Modifying the Language Mode” in Chapter 5 to determine the system’s Language Mode. Cannot Understand Language Prompts Possible Cause: Either a language you do not understand was inadvertently chosen while programming, or you do not understand the factory-set language.
Specifications Capacities Mailboxes A Mail Capacity: Ext.
Environmental Requirements— Control Unit Electrical Requirements Safety Requirements Government Approvals and Local Phone Company Information A-2 Specifications Mount on a wall at least 2 feet (0.6 meters) from the floor (wall mounting required) Locate within 5 feet (1.5 meters) of the network interface jacks and a properly grounded electrical outlet not controlled by a switch, using supplied 7-foot (2.1-meter) cords ■ Mount the Expansion Carrier at least 6" (15.
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.
■ Notification to the Telephone Companies: Before connecting this equipment, you or your equipment supplier must notify your local telephone company’s business office of the following: - The telephone number(s) you will be using with this equipment. - The appropriate registration number and ringer equivalence number (REN), which can be found on the right hand side of the primary carrier.
IC Notification and Repair Information The Industry Canada (IC) label identifies certified equipment. This certification means that the equipment meets certain telecommunications network protective, operational, and safety requirements. The IC does not guarantee the equipment will operate to the user’s satisfaction. Before installing the equipment, users should ensure that it is permissible to connect it to the facilities of the local telecommunications company.
Renseignements sur la notification du ministére des Communications du Canada et la réparation L’étiquette du ministére des Communications du Canada identifie le matériel homologué. Cette étiquette certifie que le matériel est conforme á certaines normes de protection, d’exploitation et de sécurité des réseaux de télécommunications. Le Ministére n’assure toutefois pas que le matériel fonctionnera á la satisfaction de l’utiiisateur.
Warranty Information C Repair Information Outside the continental U.S., contact your AT&T Representative or local 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 AT&T 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 voice messaging system 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: Language Language Mode: ❑ Monolingual ❑ Bilingual ✓ Monolingual Mode-System Language: ❑ U.S. English ✓ ❑ U.K. English ❑ Latin American Spanish ❑ Canadian French ❑ Other - specify Bilingual Mode-Primary Language: ❑ U.S. English ✓ ❑ U.K. English ❑ Latin American Spanish ❑ Canadian French ❑ Other - specify Bilingual Mode-Secondary Language: ❑ U.S. English ❑ U.K.
Form 2: Mailbox Assignments Mailbox Subscriber Name Mailbox Language 10 ✓ (20 ✓ ) (11 ✓ ) (21 ✓ ) (12 ✓ ) (22 ✓ ) (13 ✓ ) (23 ✓ ) (14 ✓ ) (24 ✓ ) (1 5 ✓ ) (25 ✓ ) (16 ✓ ) (26 ✓ ) (17 ✓ ) (27 ✓ ) (18 ✓ ) (28 ✓ ) (19 ✓ ) (29 ✓ ) General Information ■ Factory defaults are identified by the ✓ symbol. ■ The system comes with a predetermined number of mailboxes. The optional Mailbox Expansion Card doubles the capacity.
Form 3: Menu Definition Required for Automated Attendant Service Description Specific Ext. # or Selector Range of Extensions Group # for Selector for Direct Extension Code 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 General Information ■ Factory defaults are identified by the ✓ symbol. ■ This Menu Definition applies to both the Day and Night Menu Prompts.
Form 4: Day Menu Prompt—System Language or Primary Language Required if VMS Hunt Schedule is set to Day Only or Always General Information ■ The Day Menu Prompt plays to callers when the VMS 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. ■ The Day Menu Prompt should contain a welcome and a list of menu options. ■ The welcome should introduce the company.
Form 4A: Day Menu Prompt—Secondary Language Required for Bilingual Mode only if VMS Hunt Schedule is set to Day Only or Always General Information ■ The Day Menu Prompt plays to callers when the VMS 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. ■ The Day Menu Prompt should contain a welcome and a list of menu options. ■ The welcome should introduce the company.
Form 5: Night Menu Prompt—System Language or Primary Language Required if VMS Hunt Schedule is set to Night Only or Always - If Selector Code 9 is left as the default, the prompt should instruct callers to press 9 to leave a message with the receptionist. General Information ■ The Night Menu Prompt plays to callers when the VMS Hunt Schedule is set to Night Only or Always and Night Service is on. The Night Menu Prompt and the Day Menu Prompt use the same Menu Definition.
Form 5A: Night Menu Prompt—Secondary Language Required for Bilingual Mode only if VMS Hunt Schedule is set to Night Only or Always - If Selector Code 9 is left as the default, the prompt should instruct callers to press 9 to leave a message with the receptionist. General Information ■ ■ The Night Menu Prompt plays to callers when the VMS Hunt Schedule is set to Night Only or Always and Night Service is on. The Night Menu Prompt and the Day Menu Prompt use the same Menu Definition.
Form 6: Line Ownership Required if VMS Line Coverage exists for one or more lines Line # Telephone Number Line Owner (Subscriber Name) General Information ■ Lines in the system are assigned either 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.
Case Studies E Purpose This appendix contains two case studies based on actual customer requirements. Each case study defines the call handling requirements of the business and explains how the planning forms for the communications system and voice messaging system were filled out. You can use these case studies to determine how customer requirements were matched to PARTNER MAIL VS system features.
Case Study #1 About the Customer Tennis Land is a sports center with six tennis courts located in Sparta, New Jersey, U.S.A. Customers can rent equipment from a clerk at a desk near the courts. They can buy tennis paraphernalia, such as rackets and clothes, from a large, well-stocked shop near the lobby. In addition, they can take lessons from Tennis Land’s coaches.
■ The mailbox at extension 10 will be used for general messages. Customers who receive Automated Attendant Service and stay on the line or press 0 for assistance will be routed to this extension, which is at the clerk’s desk. Customers who call after business hours will have the option of leaving a message in this mailbox. ■ Stan, Sally, and each coach will have a mailbox and Automatic VMS Cover.
CS Form B1, Page 1 of 2 ■ The names listed for extensions 10 through 19 in the Write Name/Description column identify the extension assignments. ■ Checks in the Identify Telephone Attached to this Extension columns specify the type of telephone each person or location has. ■ VMS in the Write Name/Description column and checks in the PARTNER MAIL VS column indicate that the PARTNER MAIL VS module is installed in Slot 3 of the Control Unit.
CS Form C4, PARTNER-6 Phone ■ Form C4 indicates that a Voice Mailbox Transfer button is programmed on the PARTNER-6 phones at extension 16, 17, and 18. VMS Form 2 ■ The names in the Subscriber Name column for mailboxes 10 through 15 indicate that the clerk, Sally, Stan, and the coaches have mailboxes. ■ Mailboxes 16 through 19 are marked for deletion. To prevent toll fraud, it is advisable to delete unused mailboxes.
Form 2: Mailbox Assignments Mailbox Subscriber Name Mailbox Language 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 3 symbol. ■ The system comes with a predetermined number of mailboxes. The optional Mailbox Expansion Card doubles the capacity.
Form 3: Menu Definition Required for Automated Attendant Service Description Selector Range of Extensions Specific Ext. #or for Direct Extension Group # for Selector Code 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 General Information ■ Factory defaults are identified by the ✓ symbol. ■ This Menu Definition applies to both the Day and Night Menu Prompts.
Form 4: Day Menu Prompt—System Language or Primary Language Required if VMS Hunt Schedule is set to Day Only or Always General Information ■ The Day Menu Prompt plays to callers when the VMS 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. ■ The Day Menu Prompt should contain a welcome and a list of menu options. ■ The welcome should introduce the company.
Form 5: Night Menu Prompt—System Language or Primary Language Required if VMS Hunt Schedule is set to Night Only or Always - If Selector Code 9 is left as the default, the prompt should instruct callers to press 9 to leave a message with the receptionist. General Information ■ ■ The Night Menu Prompt plays to callers when the VMS Hunt Schedule is set to Night Only or Always and Night Service is on. The Night Menu Prompt and the Day Menu Prompt use the same Menu Definition.
Case Study #2 About the Customer Software Mexico is a small company that develops PC-based software in Tijuana, Mexico. The company prides itself on personalized service and customer satisfaction. The owner, Jose Ramirez, employs a staff of nine including a receptionist, a system administrator, five programmers, a customer service representative, and a bookkeeper. Jose and his employees speak both English and Spanish.
Filling out Planning Forms This section explains how the System Planner for the PARTNER Plus Release 4.1 Communications System and the forms for the PARTNER MAIL VS Release 3 Voice Messaging System are filled out based on the facts in the Software Mexico case. For brevity, “CS” refers to the forms for the communications system and “VMS” refers to the forms for the voice messaging system.
■ Checks in the Hunt Group Extensions VMS Only column for extensions 32 and 33 satisfy the requirement that the extensions used by the PARTNER MAIL VS module be assigned to Hunt Group 7. CS Form C3, PARTNER-34D Phone ■ The first Form C3 identifies the buttons programmed on the PARTNER-34D phone at extension 10: Night Service, Do Not Disturb, Voice Mail Messages, and Voice Mailbox Transfer. The Night Service button allows Vera to turn Night Service on and off.
VMS Form 3 ■ Direct Extension Transfer in the Description column for Selector Code 1 and 2 indicates that when callers get the Automated Attendant Service, they can transfer to any extension (10 to 29) by entering the extension number. ■ Customer Service in the Description column and 18 in the Specific Ext.
Form 1: Language Language Mode: ❑ Monolingual ✓ Bilingual ❑ ✓ Monolingual Mode-System Language: ❑ U.S. English ✓ ❑ U.K. English ❑ Latin American Spanish ❑ Canadian French ❑ Other - specify Bilingual Mode-Primary Language: ❑ U.S. English ✓ ❑ U.K. English ✓ Latin American Spanish ❑ ❑ Canadian French ❑ Other - specify Bilingual Mode-Secondary Language: ❑ U.S. English ❑ U.K.
Form 2: Mailbox Assignments Mailbox Subscriber Name Mailbox Language 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 a predetermined number of mailboxes. The optional Mailbox Expansion Card doubles the capacity.
Form 3: Menu Definition Required for Automated Attendant Service Description Selector Code Range of Extensions Specific Ext. # or for Direct Extension Group # for Selector Transfer Code Transfer 1 (10-19 ✓ ) 2 (20-29 ✓ ) 3 (30-39 ✓ ) 4 (40-49 ✓ ) 5 (50-57 ✓ ) 6 7 (71-74,771-776 ✓ ) 8 9 General Information ■ Factory defaults are identified by the ✓ symbol. ■ This Menu Definition applies to both the Day and Night Menu Prompts.
Form 4: Day Menu Prompt—System Language or Primary Language Required if VMS Hunt Schedule is set to Day Only or Always General Information ■ The Day Menu Prompt plays to callers when the VMS 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. ■ The Day Menu Prompt should contain a welcome and a list of menu options. ■ The welcome should introduce the company.
Form 4A: Day Menu Prompt—Secondary Language Required for Bilingual Mode only if VMS Hunt Schedule is set to Day Only or Always General Information ■ The Day Menu Prompt plays to callers when the VMS 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. ■ The Day Menu Prompt should contain a welcome and a list of menu options. ■ The welcome should introduce the company.
Form 5: Night Menu Prompt—System Language or Primary Language Required if VMS Hunt Schedule is set to Night Only or Always - If Selector Code 9 is left as the default, the prompt should instruct callers to press 9 to leave a message with the receptionist. General Information ■ The Night Menu Prompt plays to callers when the VMS Hunt Schedule is set to Night Only or Always and Night Service is on. The Night Menu Prompt and the Day Menu Prompt use the same Menu Definition.
Form 5A: Night Menu Prompt—Secondary Language Required for Bilingual Mode only if VMS Hunt Schedule is set to Night Only or Always - If Selector Code 9 is left as the default, the prompt General Information ■ should instruct callers to press 9 to leave a message with the receptionist. The Night Menu Prompt plays to callers when the VMS Hunt Schedule is set to Night Only or Always and Night Service is on. The Night Menu Prompt and the Day Menu Prompt use the same Menu Definition.
Glossary C A Auto Dial button A programmable button on a system phone that lets the user 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 a/so Programmable button. Automated Attendant Service A component of the voice messaging system that consists of a menu definition and prompt.
Do Not Disturb A communications system feature that can be used in conjunction with automatic or manual voice coverage to send callers immediately to a subscriber’s mailbox rather than ringing the extension first. E Extension An endpoint in the system (numbered 10-33 for PARTNER Plus system; 10-57 for PARTNER II and PARTNER 48 systems) that connects telephones or standard devices, which can be dialed using the Intercom button. See also Extension number and Programming extension.
L Language Mode See Bilingual Mode and Monolingual Mode. Line Coverage Extension A communications system feature that lets you program Extension Line Coverage. See also Extension Line Coverage. Line jack The location on 206 and 400 modules that allows you to connect outside lines to the control unit. Line number The number assigned to each line jack on a 206 or 400 module.
R Receptionist The person who primarily is responsible for answering outside calls. This is the person at extension 10. System programming Procedures that allow you to customize the communications system settings. System programming requires a system display phone and is done from extension 10 (or 11 if available). See also Programming extension. T S Secondary Language In Bilingual Mode, the language callers have the option of hearing when they call in to the voice messaging system.
VMS Hunt Schedule A communications system feature that allows you to set the communications system to route outside calls to the Automated Attendant Service always, only when the Night Service button at the receptionist’s extension is on, or only when the Night Service button is off. VMS Line Coverage A voice messaging system feature that lets a subscriber’s extension (mailbox) be assigned as the owner of a covered line.
Index A Answering calls (see Automated Attendant Service) Automated Attendant Service communications system options, 1-5 factory-set messages, 1-4 music-on-hold, 1-6 overview, 1-4 programming Bilingual Mode, 4-5, 4-13, 5-14 Monolingual Mode, 4-7, 4-13, 5-14 testing the operation of, 4-20 using Group Call Distribution for, 5-26 Automatic Extension Privacy, 4-14, 5-27 Automatic VMS Cover, 1-7, 4-17, 5-33, 5-38 B Bilingual Mode overview, 1-2 changing languages for, 5-11, 5-13 programming Automated Attendant S
F FCC information, B-1 G Greeting (see Personal Greeting) Group Call Distribution for Automated Attendant Service, 5-26 for VMS Line Coverage, 5-45 initial programming, 4-13 overview, 1-5 Guest mail boxes creating, 5-34 deleting, 5-33 for receptionist, 5-4 overview, 1-10, 5-31 H Helpline, 6-1 Hunt Group, 5-5 Hunt Group 7 (see PARTNER MAIL VS extensions) I Immediate call handling, 1-6 Installation guidelines, 2-1 Mailbox Expansion Card, 2-3 voice messaging system module, 2-1 K Key sequences, 1-vi L Lang
N Night Menu Prompt changing the Monolingual Mode, 5-21 Bilingual Mode, 5-24 description, 1-4 factory-set prompt, 1-5 initial programming Bilingual Mode, 4-8 Monolingual Mode, 4-6 listening to Bilingual Mode, 5-18 Monolingual Mode, 5-22 sample message, 5-16 Night Service initial programming, 4-15 overview, 1-5 O Overlays, programming, 3-3 Ownership (see Line Ownership) P PARTNER 48 (see Communications system) PARTNER MAIL VS (see Voice messaging system) PARTNER MAIL VS extensions determining, 2-2, 5-31 sp
T Technical specifications, A-1 Telephone button programming (see Button programming) Telephone company notification, B-1 Terminology, 1-v Testing the system, 4-20 Transfer for Automated Attendant Service callers, 5-15 group, 5-5 using [∗] [8] , 5-16 Transfer return extensions, 4-3 Tutor labels, 1-vii menu, 5-3 overview, 1-2, 5-3 V VMS Cover button, 4-18, 5-46 VMS Hunt Delay changing the setting, 5-26 initial programming, 4-13 overview, 1-6 VMS Hunt Schedule changing the setting, 5-27 initial programming,
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 Mailbox Password (factory setting is 1234) and [#] PRESS [9] to access the Programming Main Menu TO REPLAY A MENU PRESS [∗] [4] TO RETURN TO A PREVIOUS MENU PRESS [∗] [#] TO RETURN TO THE PROGRAMMING MAIN MENU PRESS [∗] [7] TO EXIT PROGRAMMING P R E S S [ * ] [ ∗ ] [9] Automated Attendant Language Automated Attendant PRESS [1] to
PARTNER MAIL VS™ System Programming Quick Reference To Program TO START PROGRAMMING PRESS [ Intercom ] [7] [7] [7] PRESS [9] [9] and [#] ENTER your Mailbox Password (factory setting is 1234) and [#] PRESS [9] to access the Programming Main Menu Automated Attendant REFER to Forms 3, 4, 4A, 5 and 5A PRESS [3] to program Automated Attendant Service TO CHANGE SELECTOR CODE TRANSFER TO DIRECT EXTENSION TRANSFER-MONOLINGUAL MODE PRESS [1] for Day Menu PRESS [6] to modify ENTER a Selector Code [1] through [9] PR
PARTNER MAIL VS™ System Programming Quick Reference To Program the Communications System for PARTNER MAIL VS Place the Programming Overlay on the dial pad of the system display phone at extension 10* TO START SYSTEM PROGRAMMING PRESS [ Feature ] [0] [0] PRESS [ System Program ] PRESS [ System Program ] ENTER System Password if required TO END SYSTEM PROGRAMMING PRESS [ Feature ] [0] [0] HUNT GROUP EXTENSIONS DIAL # 5 0 5 PRESS [7] for the VMS Hunt Group DIAL the extension number DIAL 1 = Assigned to grou
PARTNER MAIL VS™ System Programming Quick Reference Centralized Telephone Programming Quick Reference Place the Programming Overlay on the dial pad of the system display phone at extension 10’ TO START CENTRALIZED TELEPHONE PROGRAMMING PRESS [ Feature ] [0] [0] PRESS [ System Program ] [ System Program ] TO PROGRAM ANOTHER FEATURE AT THE SAME EXTENSION After you program one feature, continue with the instructions in the box for the next feature PRESS [ Central Tel Program ] DIAL the extension number to b
