VoiceSupport LX Linux Based Voice Mail System System Guide December 2006
Nothing contained in this manual shall be deemed to be, and this guide does not constitute, a warranty of, or representation with respect to, any of the equipment covered. This guide is subject to change without notice, and CTL Corporation has no obligation to provide any updates or corrections to this guide. Further, CTL Corporation also reserves the right, without prior notice, to make changes in equipment design or components as it deems appropriate.
Table of Contents Table of Contents 1 Introduction Typical Configuration .............................................................................................................. 1-1 Sequence for Incoming Calls .................................................................................................. 1-2 Sequence for Outgoing Calls .................................................................................................. 1-2 Hardware Description ........................................
Table of Contents 3 Customizing Voice Mail Web Based User Interface...................................................................................................... 3-1 Answering Schedule Tables ......................................................................................................... 3-3 Filling Out a Schedule Worksheet........................................................................................... 3-3 Creating/Customizing Call Routing Mailboxes ..............................
Table of Contents 4 Viewing and Printing Reports All Reports .................................................................................................................................... 4-1 Auto Attendant Port Report........................................................................................................... 4-2 Auto Attendant Trunk Report ........................................................................................................ 4-4 Answering Tables Report................
Table of Contents 6 Maintenance Message Status ............................................................................................................................ 6-2 Miscellaneous Options.................................................................................................................. 6-2 Port Activity ................................................................................................................................... 6-3 System Setup Options .........................
Typical Configuration Chapter 1: Introduction The VoiceSupport LX provides Voice Mail services with Automated Attendant in a PSTN telephone network. Callers can leave messages and hear recorded messages. Typical Configuration In the simple configuration shown in Figure 1-1, a VoiceSupport LX unit with one analog port is integrated with a phone system through an Analog Station Interface (ASI). The ASI is a digital/analog convertor and is seen by the phone system as a digital phone with an extension.
Sequence for Incoming Calls Sequence for Incoming Calls 1) An incoming call gets routed to ext 304. The ASI sends a signal to the Voice Mail software. 2) The Voice Mail application processes the call, instructs the caller to enter an extension number, and then puts the caller on hold. 3) The Voice Mail sends a command through the ASI to the Telephone System to ring the extension. 4) If the extension picks up, a connection is made from the caller to the extension via the Telephone System.
Hardware Description Front Panel Controls and Indicators Hardware Description The VoiceSupport LX is a single processor Voice Mail server contained in a desktop enclosure. The Operating System and all application software are contained on a 40 GB hard drive. The unit contains four expansion slots that house port interface cards. Network and power connections are made at the rear of the unit. All controls and indicators are located on the front panel.
Hardware Description Rear Panel Connectors Figure 1-3: VoiceSupport LX Rear Panel Rear Panel Connectors The VoiceSupport LX unit contains the following rear panel connectors: Power Switch - Applies and removes AC power from the VoiceSupport unit AC power connector - 3-prong receptacle for 110 VAC power Keyboard port (PS2) (2) USB ports COM port - DB-9 connector LPT1 - 25 pin connector used for the dongle LAN - RJ45 Ethernet connector to connect the unit to a Local Area Network Card slots - Four PCI slots
Features System Features Features The VoiceSupport system has many features that enhance Voice Mail operation. Some of these features are standard and only need to be enabled or configured for your application. Other features are optional, and can be purchased separately.
Features System Messaging and Recording Options System Messaging and Recording Options User Features 1-6 ■ Automatic Message Erase/Save - Lets the Voice Mail automatically erase or save each message in a Subscriber, Message Center, or Guest mailbox. ■ Directory Dialing Message - Tells a caller what letters to dial to call an extension or mailbox.
Features User Features (cont’d) User Features (cont’d) System Administration and Maintenance ■ Getting Recorded Help - Mailbox users can get recorded help if they press an incorrect code or forget what code to press. ■ Getting the Time and Date - Mailbox users can get the current time and date.
Related Documentation Related Documentation 1-8 ■ VoiceSupport Lx User’s Guide ■ VoiceSupport Lx Text-To-Speech ■ VoiceSupport Lx Desktop Call Control ■ VoiceSupport Lx SMTP Email Integration ■ VoiceSupport Lx Unified Messaging ■ VoiceSupport Lx Setting Up and Using Fax Mail ■ VoiceSupport Lx Voice Prompts ■ VoiceSupport Lx AMIS Networking ■ VoiceSupport Lx Hospitality VoiceSupport LX System Guide Chapter 1 Introduction
Installing the Hardware Chapter 2: Installation and Setup Installing the Hardware Tools Required Phillips screwdriver Mounting the VoiceSupport Unit The VoiceSupport unit is suitable for mounting in a 19 inch rack or can be placed on a flat surface. There is also a wall mount bracket included with the unit to allow mounting on a solid flat surface. Connecting VoiceSupport to a LAN The VoiceSupport unit contains a LAN connector on the rear panel.
Connecting the VoiceSupport Unit to the Telephone System The Port Card Connecting the VoiceSupport Unit to the Telephone System The Port Card The port card used in the VoiceSupport LX unit is the Dialogic D/4PCIUF card containing four ports of Voice, Fax, and Speech processing. If the Fax option was installed at the factory, at least one port will already be configured as a Fax port. The ports consist of RJ11 connectors that will accept standard modular telephone cables.
Setting Up the Voice Mail Server Accessing the User Interface Directly Setting Up the Voice Mail Server The Voice Mail is configured via a web-based user interface. Access to the interface is obtained from a laptop or workstation connected to the VoiceSupport LX unit either directly or over a network. Accessing the User Interface Directly You can initially access the Web-based user interface using a laptop with a crossover cable connected to the Voice Mail LAN port.
Setting Up the Voice Mail Server Logging On to the Voice Mail 2) Use the following default password for the initial login: CTL Once you are logged in, you can create a new password. See System Options, System Password in Chapter 3. 3) Once the system accepts your password, the main menu is displayed as shown: All functions that are required to install and setup the VoiceSupport unit are accessed from the main menu. Note - Once you are logged in, you can change the default login password.
Setting Up the Voice Mail Server Setting the Install Options Setting the Install Options In order to complete the Voice Mail installation, certain options must be selected and a numbering plan must be established for the extensions. To customize the Install Options: 1) Select Install Options from the Installation section of the main menu.
Setting Up the Voice Mail Server Establishing a Numbering Plan for the Phone Extensions 3) Click the Install System button. While the system options are loading, a Status of "Busy" is displayed. 4) Wait a few seconds and then click the Update Status button. If the options have finished loading, the Status will indicate "Idle". Establishing a Numbering Plan for the Phone Extensions Subscriber extensions must be registered in the Numbering Plan.
Setting Up the Voice Mail Server In-band Integration for a Generic Phone System In-band Integration for a Generic Phone System If a generic phone system is being installed, you can enter the in-band integration strings manually. These are DTMF digit sequences sent by a PBX to the Voice Mail to provide incoming call information. 1) Select Generic In-band Integration from the Installation section of the main menu: 2) Click on the drop-down list and select a function such as Direct Logon or Forward Busy.
Setting Up the Voice Mail Server Setting the Dialing Rules Setting the Dialing Rules You need to define the area code where the Voice Mail is located. In addition, you need to define which office codes (or prefixes) within the area code should be regarded as long distance calls (requiring that the Voice Mail dials 1 plus the area code) and which office codes within the area code should be regarded as local calls (requiring that the Voice Mail dials only the prefix).
Setting Up the Voice Mail Server Setting the Dialing Rules To display a list of all dialing rules: 1) Click the List Mode button on the Dial Plan Edit Mode screen: To test a dialing rule: 1) Click the Test Mode button on the Dial Plan Edit Mode screen: 2) Enter a phone number containing a pattern that you want to test. 3) Click the Test button. 4) A summary is displayed showing the rule number, the dialing pattern and the action, and the resulting change to the number.
Setting Up the Voice Mail Server Assigning Access Digits Assigning Access Digits You may need to assign the access digits that the Voice Mail must dial for both local and long distance callouts. To assign access digits: 1) Select Tenant Options from the Customize section of the main menu. 2) Click the Access Digits tab.
Setting Up the Voice Mail Server Default Language Types Default Language Types Five languages are available for the Voice Mail system: two types of American English, one Spanish, one French Canadian, and one British English. The Voice Mail can use two of these languages to provide voice prompts and greetings. Automated Attendant callers can select either of the two default languages.
Serial Communications Ports Serial Communications Ports You can use the Comm Port Options to adjust certain aspects of the protocol for data transmission over the two serial ports, COM1 and COM2. This is needed for integration with Hotel Property Management systems and with PBX/SMDI integration. 1) Select Comm Port Options from the Tools section of the main menu. 2) Select the Comm Port that you want to configure.
Serial Communications Ports ■ Parity - A parity check is the Voice Mail process for detecting if any data bits have been altered during transmission. When the transmitting device frames a word (byte), it counts either the number of 0’s or 1’s in the data bits and then adds a parity bit that corresponds to whether or not the count of the data bits was even or odd. The receiving device also counts the data bit 0’s or 1’s as it receives them and then compares its computation to the parity bit.
SMDI SMDI The Simplified Desk Message Interface (SMDI) option is a serial interface between the Voice Mail system and the phone system. This interface provides information about each call that enters the Voice Mail.
SMDI Aging - This value determines the maximum length of time (in seconds) that the system will hold a received SMDI packet before the Voice mail will consider the packet to be outdated. The range is from 13 to 30 but the default of 12 will work in most phone systems. You can change the default value if Voice Mail is experiencing any of the following: • The Voice Mail port receives ringing, but the serial port does not receive an SMDI packet to match the ringing within the specified time frame.
Testing the Voice Mail Service Testing the Voice Mail Service Once the Voice Mail has been installed, perform the following tests to confirm that it is operating correctly. Automated Attendant Test 1) Call into the Voice Mail unit from an outside line. Voice Mail Test 1) Dial a Voice Mail extension number from any other extension. 2) Listen for the prompt: Thank you for calling. If you are calling from a Touch Tone phone, please dial the extension number you wish to reach or dial zero for assistance.
Accessing the User Interface Remotely Connecting VoiceSupport to a Network Accessing the User Interface Remotely The Voice Mail’s user interface can be accessed remotely from a PC connected to a LAN as long as the Voice Mail unit is connected to the same LAN. The Voice Mail IP address will have to be changed from its default value to one that is compatible with the network.
Accessing the User Interface Remotely Accessing the User Interface To change the IP address through the System Administrator: The IP address can be changed through the System Administrator menu using the dialpad keys of any telephone connected to the Voice mail system. 1) Dial the extension number of the Voice Mail unit. 2) When the Auto Attendant answers, enter the mailbox number of a System Administrator mailbox. (By default this is mailbox 100.) Ex. #100 3) When prompted, enter the security code.
Minimum Voice Mail Configuration Accessing the User Interface Minimum Voice Mail Configuration At the factory, some basic Voice Mail features have been created with default parameters. This basic configuration should be adequate to test the system after initial installation. However, in most cases, you will need to expand these features to accommodate your specific phone system. The defaulted features are described briefly below.
Minimum Voice Mail Configuration Accessing the User Interface 2-20 VoiceSupport LX System Guide Chapter 2 Installation and Setup
Web Based User Interface Chapter 3: Customizing Voice Mail Once the Voice Mail system components are installed and determined to be working, certain basic system parameters can be customized for the specific customer environment.
Web Based User Interface Click the Administrator button and you will be prompted to enter your password. Once the system accepts your password, the main menu is displayed as shown: The remaining paragraphs in this chapter outline the steps necessary to create and edit the tables, lists, mailboxes, and options necessary for customizing your system. All functions that are described are accessed from the main menu.
Answering Tables Filling Out an Answering Table Worksheet Answering Tables An Answering Table helps the Automated Attendant provide a Welcome Message to callers who dial in to the Voice Mail system. The Welcome Message consists of both a greeting to callers and the call-routing options appropriate for the day of the week, the date, and the time of day when the call was received.
Answering Tables Creating/Customizing Call Routing Mailboxes To display a list of default settings for Answering Tables: 1) Select Answering Tables from the Reports section of the main menu. 2) On the Answering Tables Report dialog box: ■ Enter in the Minimum box the number of the first table you would like to see listed. ■ Enter in the Maximum box the number of the last table you would like to see listed. ■ Enter a file name in the Report File Name field. ■ Click the Generate button.
Answering Tables Creating and Customizing Answering Tables Creating and Customizing Answering Tables You can create and program up to 50 Answering Tables in your Voice Mail system. Each table can contain up to 20 schedules.
Answering Tables Creating and Customizing Answering Tables 2) To edit a default table, change or add information in the following fields: ■ Day(s) or Date - Enter the days or date when the Voice Mail will start answering calls by using the mailbox that you associate with the Schedule number: Single day, such as Mo, Tu, We, Th, Fr, Sa, Su Range of days, such as Mo-Fr A date in the month-and-day format, such as 01-12/01-31 None - No value entered yet You can enter any range of days except a range that bridg
Mailboxes Creating and Customizing Answering Tables Mailboxes Voice Mail uses a variety of mailboxes including: ■ Announcement - Plays pre-recorded announcements to Automated Attendant callers, such as meeting schedules or new product information. ■ Call Routing - Lets callers use the keypad to route their calls to the desired location or features. ■ Directory Dialing - Same as Call Routing except lets the caller name-dial an extension immediately.
Mailboxes Default Numbering Plan Default Numbering Plan Default quantities of certain types of mailboxes are created at the factory: Type of Mailbox Default Number of Mailboxes Created Default Mailbox Numbers Announcement 10 800-809 Call Routing 17 810-818, 831-838 Distribution 10 845-854 Future Delivery 1 855 Guest 4 823-824, 843-844 Message Center 8 819-822, 839-842 Subscriber 16 100-115 To see a list of installed mailboxes: 1) Select Mailbox Numeric List Report from the main men
Mailboxes Creating and Accessing Mailboxes Creating and Accessing Mailboxes You can create a mailbox from scratch (add a mailbox), delete a mailbox, or you can edit the parameters of an existing mailbox. The different types of mailboxes are described in detail later in this section. To add a new mailbox: 1) Select Mailbox Options Add from the Customize section of the main menu. 116 2) Scroll through the Mailbox Type list and select the type of mailbox that you want to create.
Mailboxes Creating and Accessing Mailboxes To edit an existing mailbox: 1) Select Mailbox Options Edit from the Customize section of the main menu. Navigation buttons are displayed on the top of the screen. 2) Click Filter to display a list of all available mailbox types. 3) Select the type of mailbox that you want to edit and click Apply. The mailbox number next to "Viewing" will indicate the number of the current mailbox being displayed.
Mailboxes Creating and Accessing Mailboxes To specify the same parameters for multiple mailboxes: If several mailboxes are going to be set up with the same parameters, a range of mailboxes can be specified, and the Copy button can be used to apply the same parameters to all mailboxes in the range. Even if some of the parameters will be different, but most will be the same, this feature can be used first, then the individual mailboxes can be edited for unique parameters.
Mailboxes Announcement Mailbox Announcement Mailbox An Announcement Mailbox is an information only mailbox that plays an announcement (such as a meeting schedule, insurance claim information, etc.). A caller dials into the Voice Mail and listens to the recorded announcement. Once the announcement has finished playing, the Voice Mail says good-bye and either hangs up or sends the caller back to the Automated Attendant.
Mailboxes ACD Announcement Mailbox ■ Tenant - Enter the Tenant number associated with the Announcement mailbox. ■ Directory List - This option determines whether a caller can name-dial this Announcement Mailbox from a Directory Dialing Mailbox, or a Call Routing Mailbox that is programmed for an Extension Name Directory. Possible entries are: 1-100 Allows a caller to name-dial this Announcement Mailbox only from a Directory Dialing Mailbox or Extension Name Directory with a Directory List.
Mailboxes Call Routing Mailbox Call Routing Mailbox The Call Routing Mailbox is the core of the Automated Attendant because it provides callers with secondary routing options. You can assign a Call Routing Mailbox to a Subscriber, Message Center, or Interactive mailbox. Each Call Routing Mailbox is assigned a Dial Action Table (DAT) that tells the Automated Attendant how to handle the digits dialed during an inbound call. How a call is routed depends on the dialpad key pressed by the caller (0 – 9, *, #).
Mailboxes Call Routing Mailbox 2) Select or type in the desired settings for each of the following data fields: ■ Type - If you selected a mailbox number of a Call Routing Mailbox, this field will already contain Call Routing. Otherwise, click the scroll down list and select Call Routing. ■ Name - If desired, you can assign a name to this mailbox, up to 25 alphanumeric characters. The name will appear on system reports. If you don’t want to name the mailbox, enter None.
Mailboxes Directory Dialing Mailbox 4) Enter the desired settings in each data field for the following Call Handling options: ■ Dial Action Table - Enter the number of the DAT associated with this Call Routing Mailbox. ■ Redirect Transfer - This field sets the number of seconds (0-255) that a screened transfer rings an extension before the system retrieves the call and tells the caller of other available dialing options (e.g., To leave a message, press 1).
Mailboxes Distribution Mailbox Distribution Mailbox Distribution Mailboxes allow users to record a message once and have the Voice Mail send it to a list of destination mailboxes. To send the message, the user enters the Distribution Mailbox number (or name) and records or forwards a message. The Voice Mail then distributes the message to each Subscriber, Message Center, or Guest mailbox on the corresponding Distribution List.
Mailboxes Distribution Mailbox To add or remove mailboxes from a Distribution List: 1) Select Distribution Lists from the Customize section of the main menu. 2) Use the Number buttons at the top of the screen to select a specific list. All the mailboxes contained on the Distribution List are displayed at the bottom of the screen under Current List: 3) To add a mailbox to the list, type in the mailbox number and click the Add button.
Mailboxes Future Delivery Mailbox Future Delivery Mailbox A Future Delivery Mailbox lets a Subscriber or Guest Mailbox user record a message and have the Voice Mail deliver it to other mailboxes at a future date and time. Future Delivery Messages are commonly used to remind other people of meetings, appointments, etc. The Voice Mail allows only one Future Delivery Mailbox, which is automatically created during the installation procedure.
Mailboxes Guest Mailbox Guest Mailbox A Guest Mailbox is a mailbox you can reserve for an outside party, typically a vendor. Users can record and send messages to the Guest Mailbox. The Guest can then call in through the Automated Attendant and listen to them. To create/edit Guest Mailboxes: 1) Select Mailbox Options Edit from the Customize section of the main menu and then select the mailbox to edit by using the Filter button and Number buttons at the top of the screen.
Mailboxes Guest Mailbox ■ Extension - Enter a unique extension number, up to 7 digits. Assigning an extension allows: - Automated Attendant callers to transfer to that extension and leave a message if the transfer is incomplete. - a user to log onto the Guest Mailbox from that extension. - the Guest to have a Message Waiting Lamp indication when the mailbox receives messages. ■ Next Call Routing Mailbox - Enter a Call Routing Mailbox number that will provide options for where to send a call.
Mailboxes Guest Mailbox 3) Click the Message Notification tab on the Mailbox Options window: 4) The following Callout Options can be enabled or disabled: ■ Message Notification - If this option is enabled, the Voice Mail will dial up to three programmed telephone numbers when the Guest Mailbox receives a voice message. See Setting Up Message Notification below. ■ Local Callouts - If this option is enabled, the Voice Mail will dial a preprogrammed local telephone number containing 5-8 digits.
Mailboxes Guest Mailbox Setting Up Message Notification 4a) Click the Message Notification link to display the Message Notification dialog box: 4b) Enter the appropriate data in the following fields: Phone Number - Enter up to three different telephone numbers that the Voice Mail will dial when the Guest Mailbox receives messages.
Mailboxes Guest Mailbox 5) Click the Messaging tab on the Mailbox Options window: 6) Enter the desired settings in each data field for the following Messaging options: ■ Message Playback - This option determines the order in which the Voice Mail plays messages in the Guest Mailbox. FIFO (First In, First Out) plays the first message first. LIFO (Last In, First Out) plays the last (most recent) message first.
Mailboxes Guest Mailbox ■ Auto Forwarding - This option sets up the Auto Forwarding feature (which allows an initiator to copy a message into a partner mailbox). This option determines whether the initiator’s copy of the message is saved or erased.
Mailboxes Guest Mailbox 7) Click the Lamp/Logon/Transfer tab on the Mailbox Options window: 8) Enter the desired settings in each data field for the following options: ■ Message Wait Lamp - When this feature is enabled, the Message Waiting Indicator lamp on the Guest phone will light indicating that the mailbox contains an unread message. ■ Lamp On String - This dial string tells the phone system how to turn on the Message Lamp at an extension.
Mailboxes Guest Mailbox ■ Use Remote Logon as Direct - If this option is enabled, a user can dial a Voice Mail extension number from a Guest extension and then log onto the Guest Mailbox. If the option is disabled, a user must dial the Guest extension number after the Voice Mail extension number to log onto the Guest Mailbox. ■ First Login Option - If this option is selected, the Voice Mail plays an Announcement Message when a user logs onto a Guest Mailbox for the first time.
Mailboxes Interactive Mailbox Interactive Mailbox Interactive Mailboxes are used mostly for placing orders or taking polls. Each Interactive Mailbox enables the Automated Attendant and a caller to maintain a twoway conversation. In the dialogue between them, the Automated Attendant issues a set of interactive prompts to request information. The caller responds to each prompt with the appropriate information, and the caller’s responses are then recorded.
Mailboxes Interactive Mailbox ■ Department - You can identify the department associated with this mailbox, up to 10 alpha-numeric characters in length. If you don’t want a department name, enter None. ■ Next Call Routing Mailbox - This Call Routing Mailbox lets a caller dial 0 while recording responses. Dialing 0 sends the caller to another destination. You program the destination in the Next Call Routing Mailbox’s Dial Action Table for Key 0.
Mailboxes Interactive Mailbox 5) Click the Interactive tab on the Mailbox Options window: 6) Select or type in the desired settings for each of the following data fields: ■ Silence Limit - Enter the amount of time (1-25 seconds) that a caller can be silent while recording a response before the Voice Mail sends the caller to the next interactive prompt. ■ Mailbox - The Subscriber, Message Center, or Guest mailbox that stores the recorded responses. If the responses will not be stored, enter None.
Mailboxes Message Center Mailbox Message Center Mailbox A Message Center Mailbox is intended primarily for use by rotary dial callers, so that an outside caller can leave a recorded message through the Automated Attendant without dialing any codes. After the call is transferred to a Message Center Mailbox, the caller will hear the Welcome Message, followed by a beep. The caller can leave a message after the beep.
Mailboxes Message Center Mailbox ■ Department - You can identify the department associated with this mailbox, up to 10 alpha-numeric characters in length. If you don’t want a department name, enter None. ■ Extension - Enter a unique extension number, up to 7 digits. Assigning an extension allows: Automated Attendant callers to transfer to that extension and leave messages if the transfer is incomplete. a user to log onto the Message Center Mailbox from that extension.
Mailboxes Message Center Mailbox ■ Number of Messages - Enter the number of messages (1-1000) that the Message Center Mailbox can receive. ■ Bilingual Mode - Select the language that the Voice Mail uses for all the voice prompts that play after a user calls (logs onto) the Message Center Mailbox (e.g., You have ___ messages. To listen to your messages...). You have a choice between two languages. Click in the box to view the other selection.
Mailboxes Message Center Mailbox Setting Up Message Notification 4a) Click the Message Notification link to display the Message Notification dialog box: 4b) Enter the appropriate data in the following fields: Phone Number - Enter up to three different telephone numbers that the Voice Mail will dial when the Message Center mailbox receives messages.
Mailboxes Message Center Mailbox 5) Click the Messaging tab on the Mailbox Options window: 6) Enter the desired settings in each data field for the following Messaging options: ■ Message Playback - This option determines the order in which the Voice Mail plays messages in the mailbox. FIFO (First In, First Out) plays the first message first. LIFO (Last In, First Out) plays the last (most recent) message first.
Mailboxes Message Center Mailbox ■ Auto Forwarding - The Auto Forwarding feature allows an initiator to copy a message into a partner mailbox. This option determines whether the initiator’s copy of the message is saved or erased.
Mailboxes Message Center Mailbox 7) Click the Lamp/Logon/Transfer tab on the Mailbox Options window: 8) Enter the desired settings in each data field for the following Lamp/Logon/ Transfer options: ■ Message Wait Lamp - When this feature is enabled, the Message Waiting Indicator lamp on the Message Center phone will light indicating that the mailbox contains an unread message. ■ Lamp On String - This dial string tells the phone system how to turn on the Message Lamp at an extension.
Mailboxes Message Center Mailbox ■ Use Remote Logon as Direct - If this option is enabled, a user can dial a Voice Mail extension number from his extension and then log onto the mailbox. If the option is disabled, a user must dial the mailbox extension number after the Voice Mail extension number to log onto the mailbox. ■ External Extension - This option lets an Automated Attendant call be transferred to an outside telephone.
Mailboxes Subscriber Mailbox Subscriber Mailbox A Subscriber Mailbox is assigned to an extension, so that the extension user can access the Voice Mail features. After transferring the call to the Subscriber Mailbox, the Voice Mail plays, You have ___ messages. The caller can then listen to the messages or use the other features. A Subscriber mailbox must also be created for the Voice Mail server. This will allow users to dial in to the Voice Mail simply by using an extension.
Mailboxes Subscriber Mailbox ■ Extension - Enter a unique extension number, up to 7 digits. Assigning an extension allows: Automated Attendant callers to transfer to that extension and leave messages if the transfer is incomplete. a user to log onto the Subscriber Mailbox from that extension. a Message Waiting Lamp indication when the mailbox receives messages. ■ Next Call Routing Mailbox - Enter a Call Routing Mailbox number that will provide options for where to send a call.
Mailboxes Subscriber Mailbox ■ Tenant - Enter the Tenant number associated with the Subscriber mailbox. ■ Directory List - This option determines that a caller can name-dial this Mailbox from a Directory Dialing Mailbox, or a Call Routing Mailbox that is programmed for an Extension Name Directory. Assign a Directory List to this mailbox.
Mailboxes Subscriber Mailbox Setting Up Message Notification 4a) Click the Message Notification link to display the Message Notification dialog box: 4b) Enter the appropriate data in the following fields: Phone Number - Enter up to three different telephone numbers that the Voice Mail will dial when the Subscriber Mailbox receives messages.
Mailboxes Subscriber Mailbox 5) Click the Messaging tab on the Mailbox Options window: 6) Enter the desired settings in each data field for the following Messaging options: ■ Message Playback - This option determines the order in which the Voice Mail plays messages in the mailbox. FIFO (First In, First Out) plays the first message first. LIFO (Last In, First Out) plays the last (most recent) message first.
Mailboxes Subscriber Mailbox 3-44 ■ Auto Erase/Save - This option determines whether the Voice Mail automatically erases or saves the message after it has been listened to. The selections are Erase or Save. ■ Message Retention - This option determines how long the Voice Mail retains a message in the mailbox. Message retention applies to any message that the Voice Mail or mailbox user does not erase. When the message retention time expires, the Voice Mail automatically erases the message.
Mailboxes Subscriber Mailbox 7) Click the Lamp/Logon/Transfer tab on the Mailbox Options window: 8) Enter the desired settings in each data field for the following Lamp/Logon/ Transfer options: ■ Message Wait Lamp - When this feature is enabled, the Message Waiting Indicator lamp on the Subscriber’s phone will light indicating that the mailbox contains an unread message. ■ Lamp On String - This dial string tells the phone system how to turn on the Message Lamp at an extension.
Mailboxes Subscriber Mailbox The Transfer-only Mailbox option is commonly used for transfers to Hunt Group extension numbers, or single line extensions that should not receive messages through the Automated Attendant. ■ Use Remote Login as Direct - If this option is enabled, a user can dial a Voice Mail extension number from his extension and then log onto the mailbox. If the option is disabled, a user must dial the mailbox extension number after the Voice Mail extension number to log onto the mailbox.
Mailboxes Subscriber Mailbox 9) Click the Subscriber tab on the Mailbox Options window: 10) Enter the desired settings in each data field for the following Subscriber options: VoiceSupport LX System Guide Chapter 3 Customizing Voice Mail 3-47
Mailboxes Subscriber Mailbox ■ Park/Paging String - This string is used for implementing the Call Parking/ Paging feature. When an Automated Attendant caller tries to make a screened transfer to a Subscriber extension, this feature parks (holds) the caller and then pages the Subscriber. The Voice Mail makes the page by playing the Subscriber's recorded Paging Message over a page zone in the telephone system. A typical Paging Message is: John Smith, you have a call.
Mailboxes Subscriber Mailbox ■ Call Waiting String - This string lets an Automated Attendant caller send a signal (beeps) to the Subscriber extension when it is busy. After sending the signal, the caller can wait for the extension to become available. Enter up to 20 digits in this field including the codes below.
Mailboxes Subscriber Mailbox ■ Call Announcing - This option lets the Voice Mail announce an Automated Attendant caller to the Subscriber extension. The Subscriber can then accept or reject the call. There are two Call Announcing options. To turn Call Announcing off, select None. Option 1 When a caller tries to make a screened transfer to the Subscriber extension, the Voice Mail says: At the tone, please record your name so that I may announce your call. When you are done recording, press the pound key.
Mailboxes Subscriber Mailbox ■ System Administrator - This option allows the Subscriber to have access to the features on the System Administrator Menu. There are three options for this field: No This Subscriber does not have access to System Administration functions INTER Subscriber has access to System Administration functions but only for the Tenant group that he belongs to. INTRA Subscriber has access to System Administration functions across all tenant groups.
Mailboxes Subscriber Mailbox If the VoiceSupport unit is configured for SMTP Email integration, you will need to configure the IMAP4 or POP3 parameters for this mailbox. 11) Click the Email tab on the Mailbox Options window. If you have Pop3 Email, the following screen is displayed: 12) Enter the desired settings in each data field for the following Pop3 Email options: 3-52 ■ Email Text To Speech - If you want to use the Text-To-Speech feature with your Email integration, select Yes.
Mailboxes Subscriber Mailbox ■ Smtp SSL - Secure Socket Layer. If this feature is enabled, make sure that 465 is entered as the port number. ■ Smtp Authentication - Authentication code (if required by the ISP) ■ Smtp Account - The Email address for this subscriber, for example petera@ctlinc.com ■ Smtp Password - The password that would normally be used by this subscriber to access his Email ■ Pop3 Server - Name or IP Address of the SMTP Server ■ Pop3 Port - Normally, the port number will be 110.
Mailboxes Subscriber Mailbox 13) Enter the desired settings in each data field for the following Imap4 Email options: ■ Email Text To Speech - If you want to use the Text-To-Speech feature with your Email integration, select Yes. Select No to turn this feature off. ■ Email Integration Send Mode - This option allows you to select whether only voice messages, only Fax messages, or both voice and Fax messages will be sent to this mailbox.
Mailboxes Trunk Mailbox Trunk Mailbox A Trunk Mailbox is a mailbox assigned to any trunk that the Voice Mail should answer. A Trunk Mailbox assignment is necessary only if you want the Voice Mail to answer the trunk by using an Answering Table that is different from the Answering Table assigned to the port that answers the trunk. Trunk Mailboxes are not available in all phone systems.
Mailboxes Network Mailbox Network Mailbox If the AMIS Networking feature is installed on this VoiceSupport unit, a Network Mailbox can be created that will allow Voice Mail users to exchange messages with any other Voice Mail system that allows AMIS networking. Mailbox users can call their mailbox and record a message for someone who is using a different Voice Mail system.
Mailboxes Network Mailbox ■ Next Call Routing Mailbox - Enter a Call Routing Mailbox number that will provide routing options for the following types of callers: Automated Attendant callers who enter the Alias Network mailbox to leave a message after the beep can dial 0 to route their call to another destination (e.g., the operator). The destination is programmed in the Next Call Routing Mailbox's Dial Action Table for Key 0.
Mailboxes Network Mailbox 3) Click the Network tab on the Mailbox Options window: 4) Select or type in the desired settings for each of the following data fields: ■ Mailbox Type - Select the type of Network Mailbox: Alias - This type of Network Mailbox is for a particular person at one of the network nodes, perhaps a client that you call several times a day. To send a message to someone at this node, a user enters the Alias mailbox number. An Alias mailbox can be part of a Distribution List.
Mailboxes Network Mailbox ■ Wait between Deliveries - Use this field to specify how often Voice Mail should deliver Network messages. The entry can be from 1 to 1440 minutes. ■ Network Prefix Number - This is the number (up to 10 digits) that Voice Mail must dial before calling the network node associated with this Network Mailbox. If no prefix is required, enter None.
Welcome Message and Instruction Menu Using the Default Welcome Message Welcome Message and Instruction Menu The Welcome Message consists of a greeting to callers and a list of their callrouting options (Instruction Menu). You can choose one of the following ways to set up the Welcome Message in your Voice Mail system: Using the Default Welcome Message ■ use the default Welcome Message ■ record your own Welcome Message ■ use no Welcome Message.
Welcome Message and Instruction Menu Recording a Welcome Message Recording a Welcome Message If you have access to the System Administration menu, you can record a Welcome Message for a Call Routing, Message Center, or Directory Dialing Mailbox. The Welcome Message is used to greet the caller and provide dialing instructions. For a Call Routing Mailbox, the Voice Mail plays the Welcome Message and then the Instruction Menu.
Welcome Message and Instruction Menu Recording an Instruction Menu Recording an Instruction Menu If you have access to the System Administration menu, you can personalize the Instruction Menu, so that it matches the various departments in your company. The Instruction Menu tells a caller what dialpad keys to press to route their call. The keys that they must press are based on the Dial Action Table set up for the Call Routing or Directory Dialing mailbox.
Dial Action Tables Key Actions and Key Numbers Dial Action Tables A Dial Action Table (DAT) is a table for the Automated Attendant which you have programmed and then assigned to a Call Routing Mailbox or a Directory Dialing Mailbox. The DAT tells the Automated Attendant how to handle the digits that are dialed during an inbound call. Key Actions and Key Numbers You program a DAT in order to assign both a Key Action and a Key Number to each dialpad key (0 – 9, *, #) and to the Timeout function.
Dial Action Tables Key Actions and Key Numbers To customize a Dial Action Table: 1) Select Dial Action Tables from the Customize section of the main menu: 2) If this is a new installation, Table 1 will contain default settings. Click the Number buttons at the top of the screen to advance to an unprogrammed table (the Number field will only contain “none” and “0”) 3) Enter the Action and Number for each dialpad key (0 - 9, *, and #).
Dial Action Tables Key Actions Key Actions UND Undefined Routing Does not assign an action to a key. When a caller presses a key programmed for undefined, the Voice Mail responds with the message, That is an invalid entry. Enter None in the Number field. TRF Screened Transfer to an Extension Lets a caller make a screened transfer to a Subscriber, Guest, or Message Center Mailbox by pressing a dialpad key or to an extension by dialing the extension number.
Dial Action Tables Key Actions MTRF Monitored Transfer A monitored transfer is a type of Automated Attendant transfer to an extension or mailbox. This type of transfer is sometimes referred to as Release to Ringback. Monitored transfers are typically used to transfer calls to Hunt Groups or extensions that use Call Forwarding on Ring No Answer. When the Voice Mail detects ringing at a Guest, Subscriber, or Message Center extension, the Automated Attendant will release the call to the extension.
Dial Action Tables Key Actions After leaving the message, the caller can hang up or press # to reach the Automated Attendant Instruction Menu. The caller who leaves a message in a Subscriber Mailbox also has the option of pressing another key after leaving a message in order to re-route the call according to the options in the Next Call Routing Mailbox. To let a caller record a message and send it to a specific mailbox, enter the mailbox number in the Number field.
Dial Action Tables Key Actions GOTO Go to a Mailbox Lets a caller press a programmed dialpad key or dial a mailbox number in order to be routed to a mailbox. This action is often used to daisy-chain (link) Call Routing Mailboxes in order to create a multilayer menu tree of dialing options. So that a caller can go to a specific mailbox, enter the mailbox number in the Number field.
Dial Action Tables Key Actions LANG1 Go to Language 1 LANG2 Go to Language 2 Lets a caller press the programmed dialpad key to go to a mailbox and then hear all system voice prompts in one of two language modes: Language 1 or Language 2. In the DAT assigned to the Call Routing Mailbox that is processing the call, the Action is a GOTO. After the caller presses the programmed dialpad key, the GOTO will route the call to another Call Routing Mailbox.
Dial Action Tables Key Number Key Number The Key Number in a DAT identifies the target of the Key Action. The target is the place to which the call is transferred after the Voice Mail performs the specified Key Action. The place may be a mailbox, an extension, or the Automated Attendant.
Dial Action Tables Example of a Dial Action Table Example of a Dial Action Table How you set up each DAT depends on the extension or mailbox numbering in your Voice Mail system. It also depends on how the caller will reach the Automated Attendant. For example: Suppose you are setting up a DAT for a Voice Mail system where the extensions are numbered 300 – 449, and the caller dials 0 to reach the Automated Attendant.
Caller ID Automatic Transfer Caller ID Automatic Transfer A Caller ID is a telephone number that identifies the person who placed a call. A Caller ID Table associates a known Caller ID with an extension or mailbox that the caller frequently contacts. Comparing the Caller ID of an incoming call with entries in the Caller ID Table helps the Automated Attendant know where to transfer the call when it is performing a Caller ID Automatic Transfer.
Callout Options Callout Options The following types of Voice Mail callouts can be customized: - Message Notification - Network calls to another Voice Mail server (if both units are AMIS compatible) - Fax callouts (if the Fax Server option is installed) - Calls made from a Subscriber Mailbox to a Caller ID number To customize Callout Options: 1) Select Callout Options from the Customize section of the main menu.
Callout Options ■ Number of Non-Pager Callout Attempts - This value sets the number of times that the Voice Mail will redial an unacknowledged notification call, a notification call to any busy number, or a notification call to an unanswered non-pager number. A notification call is considered unacknowledged, when the notified party does not respond by calling his mailbox.
Callout Options The Optional tabbed page contains dialing options: ■ Wait Between Network Callouts - This value sets the wait time (1 to 99 minutes) before Voice Mail redials an incomplete callout to a network node due to the number being busy, no answer, etc. ■ Number of Network Callout Attempts - This value sets the number of times that Voice Mail will redial an incomplete callout to a network node.
System Options System Options System Options affect the general performance of the Voice Mail system. All system parameters are set to default values at the factory to provide a nominal level of system operation. However, you may want to view the alternate options and select parameters that are better suited for your particular application. To view and customize System Options: 1) Select System Options from the Customize section of the main menu.
System Options ■ Incoming Network Call Mode - If the AMIS Networking option has been installed on this VoiceSupport unit, three types of Network calls can be accepted by Voice Mail: Selected - Voice Mail will accept a Network call only from a network node whose telephone number has been programmed into a Network Mailbox. All - Voice Mail will accept a Network call from any network node. None - Voice Mail can not receive calls from network nodes.
System Options The General 2 tab contains the following System Options: 3-78 ■ Mailbox Logon Time Limit - When someone is trying to call (log on to) a mailbox, this option sets the maximum amount of time in seconds (1-99) that the Voice Mail will wait for the caller to dial a valid mailbox number and/or security code before repeating the prompt: Please enter your mailbox number (security code).
System Options 3) Click the Dial Strings tab on the System Options screen: All Dial Strings can contain the following special characters: F - Flash W - Wait for dial tone S - Wait for any type of sound P - Pause (After a 2 sec pause, the Voice Mail dials the next digit.) M - Monitored pause (After a 2 sec pause, the Voice Mail dials the next digit if no busy/reorder. Otherwise, Voice Mail ends the call.) A - Analyzed pause (After a 4 sec pause, the Voice Mail dials the next digit if no busy/reorder.
System Options ■ External RNA Hold Retrieval - The string of codes that the Voice Mail will dial to retrieve from Hold a screened External Transfer that has rung an extension without receiving an answer. ■ External Busy Hold Retrieval - The string of codes that the Voice Mail will dial to retrieve from Hold a screened External Transfer that has rung a busy extension. Hold Retrieval Strings can contain up to 20 digits including special codes.
System Options ■ Off Hook Call Announce - A string of codes that the Voice Mail will dial, when Call Announcing Option 2 or Option 3 is in use at a busy Subscriber extension. The Off Hook Call Announce string can contain up to 10 digits including the following additional special codes.
System Options ■ Call Announce Message Length - Sets the maximum length in seconds for the name that the Automated Attendant caller will record in the Call Announcing feature. ■ For First Protocol Digit - Sets the maximum time interval in seconds (0-99) that the Voice Mail will wait for the first digit of the protocol string of a call from the phone system, after the call enters a Voice Mail port.
Tenant Options Tenant Options Up to 4 tenants can share a Voice Mail system. You can customize the following Tenant Options for each tenant: ■ strings and timers ■ access digits before local or long distance callouts ■ access digits before AMIS network local or long distance callouts ■ access digits before Fax local or long distance callouts To view and customize Tenant Options: 1) Select Tenant Options from the Customize section of the main menu.
Tenant Options ■ Delay in Dialing Pager Callback Number - The value for this parameter sets the duration of the delay in seconds (0-99) between the last digit dialed for the pager service number and the first digit of the pager callback number dialed by the Voice Mail. The default value for this field is 12 seconds.
Tenant Options ■ Before Network Local Callout - Enter any digits that Voice Mail must dial for an outside line before sending out a local network call. These will be the same digits that a subscriber would dial at his extension to get an outside line to make a local call. Use any of the special codes listed on the previous page. ■ Before Network Long Distance Callout - Enter any digits that Voice Mail must dial for an outside line before sending out a long distance network call.
Port Options Port Options If Message Notification is enabled for a Subscriber, Message Center, or Guest mailbox, at least one port must be enabled to Allow Notification. This same port will also allow Fax callouts if the Fax Server option is installed. To view and customize Port Options: 1) Select Port Options from the Customize section of the main menu: 2) Select the port number (using the Move to button), or select a range of ports that will be set for the same parameters (using the Copy button).
Port Options ■ In Service - Make sure that this option is enabled so that the port is operational. ■ Self Test - If this feature is enabled, the Voice Mail will perform a two-part test at regular intervals as follows: After taking the port off-hook, the Voice Mail will listen for dial tone. If no dial tone exists, this would constitute a test failure. If a dial tone exists, the Voice Mail will dial a digit on the port to see whether the digit will break the tone.
Port Options 3-88 VoiceSupport LX System Guide Chapter 3 Customizing Voice Mail
All Reports Chapter 4: Viewing and Printing Reports Voice Mail provides a variety of reports that you can view on the screen and print. To print a report, you will need a Linux-compatible printer with a Linux printer driver installed. All Reports You can use the All Reports feature to scroll through several reports displayed on the screen in the order you select them. You can also print them.
Auto Attendant Port Report 3) To review the report on screen, click View. The report you select will remain on screen as a background window until you select a different report or log off the Voice Mail. 4) To save or print the report, use your native Save or Print functions. 5) To delete the report from the list, click Delete in the dialog box, or click on the report number in the left-most column and then respond to the prompt by clicking OK.
Auto Attendant Port Report VoiceSupport LX System Guide Chapter 4 Viewing and Printing Reports 4-3
Auto Attendant Trunk Report Auto Attendant Trunk Report The Auto Attendant Trunk report shows the Answering Schedule Tables assigned to each Trunk mailbox. To view and print an Auto Attendant Trunk report: 1) Select Auto Attendant Trunk Report from the main menu. You will see the Auto Attendant Trunk Report dialog box: 2) In the Minimum field, enter the number of the lowest-numbered mailbox you want to see displayed.
Answering Tables Report Answering Tables Report The Answering Tables report shows the programmed values for each Answering Table. To view and print a report about Answering Schedule Tables: 1) Select Answering Tables Report from the main menu. 2) In the Minimum field, enter the number of the lowest-numbered Answering Table you want to see. In the Maximum field, enter the number of the highestnumbered Answering Table you want to see. 3) Enter a file name in the Report File Name field.
Answering Tables Report 5) Click on the Report Results hyperlink to view the report. Use the Operating System’s Print function to obtain a hard copy of the report. The Answering Tables report shows the programmed values for schedule number, day/date, time, and mailbox number, if any, in the Answering Tables. An asterisk (*) appears next to the schedule that is currently in effect. The report also specifies how many of the 20 available tables are not currently used by your Voice Mail system.
Caller I.D. Options Report Caller I.D. Options Report A Caller I.D. table lists and identifies the trunk that an outside caller uses to call into the Voice Mail system to leave a message. To view and print a Caller ID Table: 1) Select Caller ID Options Report from the main menu: 2) In the Minimum field, enter the number of the lowest-numbered mailbox for the Caller ID options you want to see. In the Maximum field, enter the number of the highest-numbered mailbox for the Caller ID options you want to see.
Callout Options Report Callout Options Report To view and print a Callout Options report: 1) Select Callout Options Report from the main menu: 2) Enter a file name in the Report File Name field. 3) Click the Generate button. It may take a few seconds for the report to generate. If the status is "Busy", click the Update Status button. When the status reads "Done" the report is ready to view. 4) Click on the Report Results hyperlink to view the report.
Callout Log Report Callout Log Report The Callout Log report will show information about any Message Notification calls made by the Voice Mail. (If there are no callout entries in the log, the report will read, Callout Log is empty.) To view and print a Callout Log report: 1) Select Callout Log Report from the main menu: 2) Enter a file name in the Report File Name field. 3) Click the Generate button. It may take a few seconds for the report to generate.
Callout Log Report For each mailbox number with a callout, the report displays the following fields: ■ Port - Shows the port used for the callout. ■ Date, Time - Shows the date and time of the callout. ■ Total Time - Shows the duration of the callout. ■ Status - Shows one of the following statuses of the callout: ■ BSY - Callout number was busy.
Dial Action Tables Report Dial Action Tables Report This report shows all the programmed information for each Dial Action Table. To view and print a Dial Action Tables report: 1) Select Dial Action Tables Report from the main menu: 2) In the Minimum field, enter the number of the lowest-numbered Dial Action table you want to see displayed. In the Maximum field, enter the number of the highest-numbered Dial Action table you want to see displayed. 3) Enter a file name in the Report File Name field.
Distribution Lists Report Distribution Lists Report The Distribution Lists report shows the number of every mailbox in each Distribution List and the number of the Distribution mailbox that uses the list. It also shows the name and department associated with the mailbox, if any. In addition, the report specifies how many of the available Distribution Lists are not currently in use by your Voice Mail system.
Distribution Lists Report 5) Click on the Report Results hyperlink to view the report. Use the Operating System’s Print function to obtain a hard copy of the report.
Mailbox Options Report Mailbox Options Report The Mailbox Options report shows the options programmed for each mailbox within a selected range. To view and print a Mailbox Options report: 1) Select Mailbox Options Report from the main menu: 2) In the Minimum field, enter the number of the lowest-numbered mailbox you want to see displayed. In the Maximum field, enter the number of the highestnumbered mailbox you want to see displayed. 3) Enter a file name in the Report File Name field.
Mailbox Directory Report Mailbox Directory Report The Mailbox Directory report shows mailboxes in the selected range, which are grouped by type. For example, all Subscriber Mailboxes are grouped together. The report also shows the mailbox name, extension, and Directory List. To view and print a Mailbox Directory report: 1) Select Mailbox Directory Report from the main menu: 2) In the Minimum field, enter the number of the lowest-numbered mailbox you want to see displayed.
Mailbox Numeric List Report Mailbox Numeric List Report The Mailbox Numeric List report lists by ascending numerical order all of the mailboxes in the selected range. The report also shows the mailbox type, name, extension, and Directory List for each mailbox To view and print a Mailbox Numeric List report: 1) Select Mailbox Numeric List Report from the main menu: 2) In the Minimum field, enter the number of the lowest-numbered mailbox you want to see displayed.
Mailbox Access Count Report Mailbox Access Count Report The Mailbox Access Count report shows how many times a mailbox has been accessed since the last time the report was reset. The count applies to Subscriber, Guest, Announcement, Call Routing, Directory Dialing, and Interactive Mailboxes. The report shows the extension, type, name, and access count for every mailbox in the range you select.
Mailbox Access Count Report 5) Click on the Report Results hyperlink to view the report. Use the Operating System’s Print function to obtain a hard copy of the report.
Mailbox Call Flags Report Mailbox Call Flags Report The Mailbox Call Flags report shows the status of the call-handling features for a mailbox. To view and print a Mailbox Call Flags report: 1) Select Mailbox Call Flags Report from the main menu: 2) In the Minimum field, enter the number of the lowest-numbered mailbox you want to see displayed. In the Maximum field, enter the number of the highestnumbered mailbox you want to see displayed. 3) Enter a file name in the Report File Name field.
Mailbox Call Flags Report The report displays the following fields: 4-20 ■ Greeting - shows whether or not the mailbox greeting is recorded. If it is recorded, the report shows whether the greeting is on or off. ■ Page Greeting - shows whether or not a Paging Message is recorded. If it is recorded, the report shows whether the Paging Message is on or off. ■ Name - shows whether or not a mailbox name is recorded. ■ Call Announcing - shows whether or not Call Announcing/Screening is on.
Message Usage Report Message Usage Report The Message Usage report shows the amount of disk space used by the messages in each mailbox in the selected range. To view and print a Message Usage report: 1) Select Message Usage Report from the main menu: 2) In the Minimum field, enter the number of the lowest-numbered mailbox you want to see displayed. In the Maximum field, enter the number of the highestnumbered mailbox you want to see displayed. 3) Enter a file name in the Report File Name field.
Message Usage Report The report shows the following fields for each mailbox number: ■ Total Msg - shows the total number of messages in the mailbox. ■ Oldest Message - shows the date and time when the oldest message was left. ■ % Disk Used - shows the percentage of disk space that the mailbox messages are using.
Port Options Report Port Options Report The Port Option report shows the currently programmed values for each port. Port options include In Service, Allow Lamp callouts, Allow Notification/Wake-Up callouts, Extension, Answering Schedule Table, and Self Test. To view and print a Port Options report: 1) Select Port Options Report from the main menu: 2) In the Minimum field, enter the number of the lowest-numbered port you want to see displayed.
Port Usage Report Port Usage Report Port Usage report shows how the Voice Mail ports have been used up to the current time. (If there are no entries, the report will read Port Usage Report empty.) To view and print a Port Usage report: 1) Select Port Usage Report from the main menu: 2) In the Minimum field, enter the number of the lowest-numbered port you want to see displayed. In the Maximum field, enter the number of the highest-numbered port you want to see displayed.
System Options Report System Options Report The System Option report shows the current settings for each System Option in your Voice Mail system. To view and print a System Options report: 1) Select System Options Report from the main menu: 2) Enter a file name in the Report File Name field. 3) Click the Generate button. It may take a few seconds for the report to generate. If the status is "Busy", click the Update Status button. When the status reads "Done" the report is ready to view.
System Options Report 4) Click on the Report Results hyperlink to view the report. Use the Operating System’s Print function to obtain a hard copy of the report.
Recording Messages Chapter 5: System Administration This chapter provides information for performing system administration tasks. If your Subscriber mailbox has the System Administrator function enabled, you can access the The System Administration menu from any Subscriber phone. You can use the options on this menu to record messages, change security codes, set the time and date, and perform other basic System Administration tasks.
Recording Messages Recording Names for Subscriber Mailboxes Recording Names for Subscriber Mailboxes A name should be recorded to identify each Subscriber Mailbox in the Voice Mail system. The name recording may last up to 10 seconds. Either the System Administrator or the Subscriber to whom the mailbox belongs may record the name for each Subscriber Mailbox.
Recording Messages Recording Music On Hold Recording Music On Hold You can record music or an announcement for the Call Queuing wait time. The Voice Mail plays this recording to callers who are queuing (“waiting in line”) for a busy Subscriber extension. An intertenant System Administrator Mailbox lets you record Music On Hold for any tenant. An intratenant System Administrator Mailbox lets you record Music On Hold only for the tenant associated with the System Administrator Mailbox.
Recording Messages Recording Interactive Prompts Recording Interactive Prompts You can record the prompts for an Interactive Mailbox. These prompts are usually questions or requests for information. You must record the prompts in the order you want them to play. The Voice Mail plays a beep after each response indicating that the caller can record a response. After recording a response, the caller presses the pound key to reach the next prompt.
Recording Messages Customizing Voice Prompts Customizing Voice Prompts You can customize (re-record) all the voice prompts in the Voice Mail system. If you need voice prompts in two languages, you can record them in any two languages you choose. Or, if the factory-installed language meets one of your language requirements, you can use the System Prompt Customization feature to record voice prompts in the second language. The Voice Mail refers to the two languages as Language 1 and Language 2.
Recording Messages Recording a Directory Dialing Message Recording a Directory Dialing Message A Directory Dialing Message tells a caller what letters to dial to call an extension or mailbox. For example, if you set up a Directory Dialing Mailbox to provide information about new products, you may want to record a message something like this: For information on new software products, dial S-O-F-T-W-A-R-E, then press the pound key.
Recording Messages Recording a Broadcast Message Recording a Broadcast Message You can record a message that will broadcast to all Subscriber, Message Center, Guest, and Future Delivery Mailboxes. The Voice Mail plays the Broadcast Message when a user calls (logs onto) one of these mailboxes, just before the prompt, You have — messages. An intertenant System Administrator Mailbox lets you record a Broadcast Message for any tenant.
Overriding Answering Schedules Overriding Answering Schedules You can re-route incoming calls to any Call Routing, Message Center, Announcement, Subscriber, Directory Dialing, or Interactive Mailbox you choose by overriding the answering schedule. The “override mailbox” answers calls on all ports until you turn off Answering Schedule Override.
Setting the Time and Date Setting the Time and Date You can set the time and date on the clock for the Voice Mail system. The default time is USA Eastern time.
System Version System Version You can request that the Voice Mail play its software revision number. To hear the System Version Number: 1) Call your mailbox: From any extension: Get intercom dial tone Dial the Voice Mail extension Dial your mailbox number If requested, dial the security code From outside the company: Dial the Voice Mail telephone number If you hear the company greeting, press # Dial your mailbox number If requested, dial the security code. 2) Press S A (7 2) for System Administrator Menu.
Erasing All Messages Erasing All Messages As the System Administrator, you can use the System Administrator Menu to erase all messages in a Subscriber, Guest, or Message Center mailbox.
Deleting a Security Code 5-12 VoiceSupport LX System Guide Chapter 5 System Administration
Chapter 6: Maintenance This chapter provides information for performing maintenance and troubleshooting. The main menu provides several service utilities. A trace Viewer and Real Time Trace utility provide help in troubleshooting system problems. In addition, backup and recovery procedures are outlined for use as preventive maintenance in case of a catastrophic system failure.
Message Status Message Status The Message Status feature displays a list showing the current status of messages stored in any existing mailbox in the Voice Mail system. To access the Message Status list: 1) Select Message Status from the View section of the main menu. 2) Use the Filter button and Number buttons to indicate the mailbox whose Message Status you want to see.
Port Activity Port Activity Use the Port Activity feature to list information about the traffic on each Voice Mail port. You can monitor port activity by displaying a Port Activity list, even while the Voice Mail system is processing calls.
System Setup Options System Setup Options Setup options are contained in a file that can be viewed and edited. All setup options can be enabled or disabled and some options can have their parameter specified. 1) To view a list of setup options, select Misc. Setup from the Tools section of the main menu. A partial list of typical setup options is shown below: 2) To change the status of a setup option, click the "1" or "0" in the Ignore column for that option.
Viewing Debug Files Viewing Debug Files Debug Files After system startup, a diagnostic routine is automatically run and the results are recorded in several files. These files can be viewed for clues to a system problem. To view the Debug files: 1) Select Debug Files from the Tools section of the main menu. 2) Click on the icon for the file that you want to view. A dialog box appears: 3) To view the file on screen, click View.
Viewing Debug Files Imap4/Pop3 Debug Files If your Voice Mail system has been integrated with an SMTP Email server, certain diagnostics are run and results are recorded automatically. To view a list of Imap4 debug files: 1) Select Imap4 debug Files from the Tools section of the main menu. 2) Click on the icon for the file that you want to view. A dialog box appears: 3) To view the file on screen, click View.
Viewing System Activity Viewing System Activity Real Trace Selecting Real Trace from the View menu provides a window to view system activity as it is happening in real time. This feature can be useful for troubleshooting problems that are repeatable while viewing the sequence of events that take place. Trace Log The Voice Mail system automatically records system activity and stores it in a log file named trace.log.
Networking Tool Networking Tool A tool is available that will allow an experienced IP technician to test the ability of the PC to communicate over the WAN and LAN network. 1) Select Networking from the Tools section of the main menu: 2) Where applicable, enter the Host Name or IP address of the destination. 3) Where applicable, enter the port number of the Host.
Services Services System services can be stopped and started from a Control Panel located on the main menu. Some services can also be set to start automatically at system bootup, or can be set to run in manual mode.
Services TTS Service To access the control panel for the Text-To-Speech service, select TTS Service from the Control Panel section of the main menu: Use the control panel to: • Stop the service • Restart the service • Set the startup mode to Manual • Set the startup mode to automatically start the TTS service during system Boot For information about your TTS license, click the hyperlink for TTS License Info: This screen displays information such as the number of TTS ports that are licensed, the date the
Resetting to Factory Defaults Resetting to Factory Defaults This option erases all recordings, and resets all Voice Mail configuration settings to their factory default values. All site programming and recorded messages will be lost. To restore the recordings and settings, you must perform a local restore or use the CD Recovery procedure. Warning - Before you use the Factory Defaults utility, make a current backup of the Voice Mail database.
Resetting to Factory Defaults To restore the most recent configuration: 1) The basic feature files for your VoiceSupport Lx unit are contained on a floppy disk attached to the bottom of the unit. The feature files on this disk are matched to the key code of your unit. Obtain the floppy disk and insert it into the A: drive of the VoiceSupport Lx. 2) Point your web browser to the following URL: http://10.10.10.20/a/vm/vmdlicm.
Backing Up the Voice Mail Database Backing Up the Voice Mail Database When you perform a Local Backup procedure, you copy Voice Mail system files from the active database and save them to a backup database. The backup files can be restored to the active database using the Local Restore procedure.
Restoring the Voice Mail Database 3) Type in a file name for the backup files in the Reference/Comments field. The file name should include reference information such as the Mac address of the VoiceSupport LX or the date that the backup was performed. 4) Click the Backup button. The backup process may take a few seconds depending on the size of the file. If the status is "Busy", wait a few seconds and then click the Update Status button. When the status is "Done", the backup is complete.
Archiving the Voice Mail Database Archiving the Voice Mail Database Only one copy of the system files is allowed to be contained in the local backup database. However, system files that are contained in the local backup database can be zipped and saved to an archived database for later restoral. This allows several system configurations to be stored in an archive, with one configuration selected as the backup file.
Archiving the Voice Mail Database To copy a system file in the backup database to the archive: 1) Select Local Archives from the Tools section of the main menu. The Archive/ Export/Restore Backups screen is displayed. This screen contains a list showing all the files in the archive including the file that is currently in the backup database: 2) Click Archive under the Action column for the file that has the word "archive" next to it.
Archiving the Voice Mail Database To copy a system file from the archive to the backup database: System files can only be restored to the active database from the backup database. If you want to use an archived file as your active system file, you must first copy the file from the archive database to the backup database. 1) Select Local Archives from the Tools section of the main menu.
Archiving the Voice Mail Database To download an archived system file to an external source: 1) Select Local Archives from the Tools section of the main menu. The Archive/ Export/Restore Backups screen is displayed: 2) Click the file name in the Archive column next to the file you want to download. The following prompt will be displayed: 3) If the file name is correct, click OK. The file name will appear as a hyperlink. Right-click the hyperlink and select Save Target As from the drop down menu.
Archiving the Voice Mail Database To upload a system file from an external source to the archive: 1) Select Local Archives from the Tools section of the main menu. The Archive/ Export/Restore Backups screen is displayed: 2) Click the Upload an archive button. An Upload Service dialog box is displayed: 3) Use the Browse buttons to open a browser, then locate the file and open it. The file name will appear in the Browse field of the Upload Service window. 4) Click the Upload now button.
Archiving the Voice Mail Database To delete a system file from the archive: 1) Select Local Archives from the Tools section of the main menu. The Archive/ Export/Restore Backups screen is displayed: 2) Click the X next to the file name of the file you want to delete. The following prompt is displayed: 3) Click OK. The Archive/Export/Restore Backups screen will be redisplayed with the file deleted.
Scheduling Automatic Database Backup Scheduling Automatic Database Backup If a shared drive is available on the network, the Voice Mail database can be backed up automatically according to a preset schedule. To create a network share: 1) Allocate a shared resource on the network and provide access to the VoiceSupport Lx. Create two folders on the share named schedule1 and schedule2.
Scheduling Automatic Database Backup 5) Click the Auth tab. 6) Enter the user name, domain name and password for permission to access the shared drive. Then click the Update button. 7) Click the Share tab to return to the previous screen and click the Connect button. 8) Click the Network Backup hyperlink.
Scheduling Automatic Database Backup To schedule an automatic backup to the network: Select Network Backup from the Tools section of the main menu. Two separate schedules can be set up for automatic backup. For instance, Schedule 1 can be used to specify a nightly backup and Schedule 2 can be used to specify a weekly backup. 1) To create a backup schedule, click the Backup Schedule 1 hyperlink: 2) Select Yes for each item you want to back up.
Scheduling Automatic Database Backup 4) Click on the Sched tab. The following screen is displayed: 5) Select the day and time that you want the backup to occur. For daily backups, select All. 6) Activate the automatic backup by selecting Yes. 7) Click the Backup Schedule hyperlink. To create a second schedule, click the hyperlink for Schedule 2 and repeat steps 3 through 7. Note - All previously backed up data is erased from the folder before the new data is backed up.
Scheduling Automatic Database Backup To restore the backed up data: 1) Select Network Restore from the Tools section of the main menu. The following screen is displayed: 2) Click the Restore button. The most recently backed up data will be loaded into the active database.
Using the Recovery CD Using the Recovery CD Introduction In the event of a major problem, such as a hard drive failure, this procedure will enable you to restore the Voice Mail system to its factory default settings using the Recovery CD that was shipped with your unit. If you have performed a recent archive of your Voice Mail system files, you can also restore most of the system settings to their latest configuration.
Using the Recovery CD 11) If you entered n in step 10 above, the following prompt is displayed: Configure fixed IP 10.10.10.20 now y/n ? Enter y. 12) When the recovery is complete, the CD drawer will open automatically. Remove the recovery CD. Also, the following prompt will be displayed: enter to login again or power off now! 13) Turn the VoiceSupport unit’s power switch to Off and then On.
Creating a Rescue Backup CD Creating a Rescue Backup CD This feature allows you to build an image of all the files on the hard drive of the VoiceSupport Lx. The image can then be used to produce a bootable CD for the purpose of catastrophic recovery.
Creating a Rescue Backup CD 5) Click on the Expert tab: 6) Choose CD as the media. (If the CD writer does not function, you have the option of copying the disk image to the share and then using a network CD burner.) 7) Turn CDW Laser On or Off and select a compression ratio. 8) Click the Build tab. 9) Click the Build Image button. After a few seconds a message will be displayed showing the start and stop times. 10) Click Refresh. Observe the message "process complete" with no errors.
Updating System Software Updating System Software A utility is available for updating system files from an external source, such as a CD, or a website. The following types of files can be imported: ■ Web Interface application ■ Voice Mail application including Service Packs ■ Text-To-Speech software component ■ SMTP Email Integration software ■ Fax Mail software component To perform an update, select Updates from the Tools section of the main menu.
Updating System Software 1) To import a new file from a CD or other external source, click the Import button. An Upload Service dialog box is displayed: 2) Click the Browse button, locate the resource and the file, and then click Open. The file name you selected will appear in the Browse field. 3) Click Upload now. A message is displayed telling you that the file has been uploaded. Click OK to close the message window. The name of the uploaded file will appear in the Upload Summary window.
Feature Files Feature Files Every Voice Mail system contains some basic feature files. In addition, any system can contain additional feature files depending on the optional features that are installed, such as Fax Mail, Text-To-Speech, SMTP Email Integration, etc. To view a list of installed Feature Files: 1) Select Feature Files from the Control Panel section of the main menu. A features list similar to the following is displayed: 2) Any file in the list can be viewed in plain text or downloaded.
Feature Files To add a Feature File to the list: 1) Click the Add Feature File button. An Upload Service dialog box is displayed: 2) Click the Browse button, locate the resource and the file, and then click Open. The file name you selected will appear in the Browse field. 3) Click Upload now. A message is displayed telling you that the file has been uploaded. Click OK to close the message window. 4) Close the Upload Service window. 5) Click the Refresh button.
Feature Files To view, download, or delete a Feature File: 1) Click on the icon in the Type column next to the Feature File that you want to view. A dialog box is displayed: 2) To view the file, click on the View hyperlink. A text file is displayed showing the contents of the feature file. 3) To download the file and either open it or save it, click the Download hyperlink. A dialog box will appear, prompting you to choose to Open or Save the file.
index A AC Power connecting 2-1 Announcement Mailbox recording message 5-1 Answering Schedule Table customizing 3-5 default settings 3-4 overriding 5-8 viewing report 4-5 worksheet 3-3 Auto Attendant and Announcement mailbox 3-12 and Call Routing mailbox 3-14 and Guest mailbox 3-20 and Message Center mailbox 3-31 and Subscriber mailbox 3-40, 5-2 features 1-5 minimum configuration 2-19 port report 4-2 role of ASTs 3-3 role of Caller ID table 3-72 testing 2-16 Timeout function 3-70 trunk report 4-4 B Broadc
index F Feature Files adding 6-33 backing up 6-13 viewing 6-32 I 2 Port Card connecting 2-2 description 2-2 Port Options report 4-23 Q Quick Message 3-66 Instruction Menu default 3-60 recording 3-62 using none 3-62 Interactive Mailbox description 3-7, 3-28 recording prompts 5-4 L LAN connecting VoiceSupport unit 2-1 Language Type selecting 2-11, 3-69 Local Backup 6-13 M Mailboxes creating 3-9 default numbering 3-8 deleting 3-11 editing 3-10 types 3-7 N Network Mailbox creating 3-56 types 3-58 P Pa
index V Voice Mail Database backing up 6-13 restoring 6-14 Voice Mail Test 2-16 W Web Based User Interface accessing 2-3, 3-1 logging on 2-3 Welcome Message default 3-60 recording 3-61 using none 3-61 3
4 index
