Contents of this manual are subject to change without prior notice at the discretion of NEC America, Inc. This document has been prepared for the use of employees and customers of NEC America, Inc. and may not be reproduced without prior written approval of NEC America, Inc. EliteMail and Electra Elite are trademarks of NEC America, Inc. Copyright 1999 NEC America, Inc.
Preface SECTION 1 GENERAL INFORMATION The EliteMail VMS/EliteMail Limited system is people oriented, and speeds communication between people using the very latest technology. This system has a set of manuals that provide all the information necessary to install and support the system. The manuals are described in this preface. SECTION 2 THIS MANUAL This manual provides general information about the system features, configuration, and standards.
Table of Contents Chapter 1 Hardware Description Chapter 2 Installation Section 1 Precautions .......................................................................................... 2-1 Section 2 Environmental Conditions .................................................................. 2-1 Section 3 Installing the DSP-F-21 Unit on the VMS(4)-U10 ETU ..................... 2-1 Section 4 Upgrade EliteMail Limited to 4-Ports .................................................
List of Figures Figure 2-1 DSP-F-21 Unit Installation ............................................................................................. 2-2 Figure 2-2 FMS( )-U10 ETU .......................................................................................................... 2-4 Figure 2-3 Install Modem Kit Unit ...................................................................................................
Hardware Description The EliteMail VMS, VMS( )-U10 ETU, is a 2-port, 4-port, or 8-port interface that can be installed in any interface slot in the Electra Elite system. The 2-port or 4-port configuration includes one digital signal processor (DSP); the 8-port configuration requires an additional DSP-F-21 Unit. The EliteMail Limited, FMS( )-U10 ETU, is a 2- or 4-port interface that can be installed in any interface slot in the Electra Elite system.
Installation SECTION 1 PRECAUTIONS The ETUs used in this system make extensive use of CMOS technology that is very susceptible to static electricity. Static discharge must be avoided when handling ETUs. Always use the following precautions: SECTION 2 ENVIRONMENTAL CONDITIONS Hardware Specifications Make all ETU DIP switch setting changes before inserting the ETU in the KSU. Carry ETU in a conductive polyethylene bag to prevent static electricity damage.
Issue 3 EliteMail VMS/EliteMail Limited To upgrade a VMS(2)-U10 ETU to VMS(4)-U10 ETU 1. Connect the PC to the VMS( )-U10 ETU. 2. Shut down the Voice Mail Application. 3. From the C:\VMAIL prompt, enter ACTIVATE. 4. Enter the Activation Code. (Call NEC customer service for this code). 5. Restart Voice Mail system.
EliteMail VMS/EliteMail Limited Issue 3 To upgrade VMS(4)-U10 ETU to VMS(8)-U10 ETU SECTION 4 UPGRADE ELITEMAIL LIMITED TO 4-PORTS Hardware Specifications 1. Verify that the HDD LED on the VMS(4)-U10 ETU is off. 2. Verify that the BCLR LED is green. 3. Turn off the MB (Make Busy) switch and verify that the MB LED is on. 4. Wear a grounding strap when removing the VMS(4)-U10 ETU from the Electra Elite KSU. 5.
Issue 3 EliteMail VMS/EliteMail Limited Figure 2-2 FMS( )-U10 ETU 2-4 Installation
EliteMail VMS/EliteMail Limited SECTION 5 INSTALL MODEM KIT UNIT Issue 3 The Modem Kit Unit provides remote connection. To install the Modem Kit Unit refer to Figure 2-3 Install Modem Kit Unit. The VMS( )-U10 ETU is shown, but the Modem Kit Unit can also be installed in connectors J2 and J3 on the FMS( )-U10 ETU. 1. Verify that the HDD LED on the VMS/FMS( )-U10 ETU is off. 2. Verify that the BCLR LED is green. 3. Turn off the MB (Make Busy) Switch and verify that MB LED is Off. 4.
Issue 3 EliteMail VMS/EliteMail Limited Figure 2-3 Install Modem Kit Unit 2-6 Installation
Table of Contents Section 1 Overview ............................................................................................... 1-1 Enter Programming Mode ................................................................................. 1-1 Assign Function Keys ........................................................................................ 1-1 Assign Voice Mail Parameters........................................................................... 1-2 Live Record Parameters ....................
List of Figures Figure 1-1 VMS( )-U10 ETU ........................................................................................................... 1-7 Figure 1-2 FMS( )-U10 ETU ..........................................................................................................
Programming SECTION 1 OVERVIEW The VMS ETU is recognized by the Electra Elite system as having four or eight digital voice mail (DVM) ports; therefore, make all assignments required for DVM. The FMS( )-U10 ETU has only four ports 1. Install VMS/FMS( )-U10 ETU. 2. Program the telephone system to support digital voice mail (DVM). Enter Programming Mode 1. From Port 01 or 02, 2. Then 3. Dial Graphic key face (e.g., ) means press indicated key.
Issue 3 EliteMail VMS/EliteMail Limited Assign Voice Mail Parameters Program Memory Block 7-1, Interface Slot Assignment. This program assigns the VMS/FMS( )-U10 ETU to the right slot. 1. Press LK7. 2. Press LK1. 3. Enter the slot number of the VMS/FMS( )-U10 ETU. 4. Page 3 LK3 for 2 or 4 ports; Page 3 LK4 for 8 ports. Press LK7 (Digital Voice Mail). 5. to write data and advance to the next port number. 6. Repeat Steps 4 and 5 for remaining DVM extensions. 7. .
EliteMail VMS/EliteMail Limited Issue 3 3. Dial 4. Enter the class of service number. . 5. , , to advance to page 4. 6. Press LK5 to enable live record for that class of service. 7. to write data. 8. Repeat Steps 4~7 for each class of service. 9. . Program Memory Block 3-45, Live Recording Trunk Selection. program selects live record feature trunk-by-trunk as follows: 1. This Press LK3. 2. . 3. Dial 4. Press 5. Press LK2 to allow live record on this CO/PBX line.
Issue 3 EliteMail VMS/EliteMail Limited Assign DVM Extensions to Hunt Program Memory Block 4-14, Intercom Master Hunt Number. This program assigns the first DVM extension as the pilot number as follows: 1. Press LK4. 2. Dial 3. Press extension. 4. Press LK2 to assign the DVM port as master hunt. 5. . followed by the port number of the first DVM to write data. Program Memory Block 4-15, Intercom Master Hunt Number Forward Assignment. Assign this number as follows: 1.
EliteMail VMS/EliteMail Limited 8. 9. Issue 3 Dial . to advance to the next CO line. 10. Repeat Steps 5~9 for each CO line to ring the DVM. 11. 12. to write data. . Allow Call Forwarding Program Memory Block 1-8-08, Class of Service (Station) Feature Selection 2. This program selects Call Forward Busy/No Answer feature as follows: 1. Press LK1. 2. Press LK8. 3. Dial 4. Enter the Class of Service number. . 5. . 6. Press LK5. 7.
Issue 3 EliteMail VMS/EliteMail Limited SECTION 2 CONFIGURATION SUPPORT Applications Automated Attendant/Voice Mail with call forwarding (release transfer) Automated Attendant/voice Mail without call forwarding (Await answer transfer) Voice Mail only ( No transfer) Message Notification Through message waiting lamps Call Forwarding Supported Operator Console 100 (default) Positive disconnect: Digital Signal Hardware One VMS( )-U10 ETU for 2, 4, or 8 DVM extensions One FMS( )-U10 ETU for 2 or 4 ext
EliteMail VMS/EliteMail Limited SECTION 3 VMS ETU CONTROLS AND INDICATORS Issue 3 Figure 1-1 VMS( )-U10 ETU shows the controls and indicators. The 8-port VMS KTU is shown with a 4-port auxiliary DSP installed. For 2/4 ports, the auxiliary DSP is not installed. Option Kit (purchased separately) is required for remote maintenance.
Issue 3 SECTION 4 VMS LED INDICATIONS EliteMail VMS/EliteMail Limited The front edge of the VMS ETU has 12 LEDs. LEDs CH1 ~ CH8 indicate port status as follows: Off Port idle or not used On Port busy The Live LED is red if the KTU is receiving power. When the MB LED is on, the VMS( )-U10 ETU can be removed. The DOS (BIOS) LED is red if a BIOS error has occurred. The bicolor (BCLR) LED indicates the application status.
EliteMail VMS/EliteMail Limited Issue 3 SECTION 6 VMS/FMS CONNECTORS SECTION 7 FMS ETU CONTROLS AND INDICATORS 9-pin RS232(COM 2) Not Used (MDM-U10 Unit) RJ11 modem port (COM 2) Remote connector (MDM-U10 Unit) 9-pin RS232(COM1) Local serial connector on main ETU for direct connection on serial interface Figure 1-2 FMS( )-U10 ETU shows the controls and indicators.
Issue 3 SECTION 8 FMS LED INDICATIONS EliteMail VMS/EliteMail Limited The front edge of the FMS ETU has 8 LEDs. LEDs CH1 ~ CH4 indicate port status as follows: Off Port idle or not used On Port busy The Live LED is red if the KTU is receiving power. When the MB LED is on, the ETU can be removed. The DOS (BIOS) LED is red if a BIOS error has occurred. The bicolor (BCLR) LED indicates the application status.
Table of Contents Chapter 1 Introduction Section 1 General Information................................................................................ 1-1 Section 2 Connect Host and Remote Computers................................................... 1-1 Section 3 Disk for Remote Maintenance ................................................................ 1-1 Section 4 Remote Maintenance Telephone Book ..................................................
Issue 3 Section 3 Access Remote Maintenance Menus ..................................................... 3-2 Section 4 Return to DOS ........................................................................................ 3-2 Section 5 Call Host Computer ................................................................................ 3-2 Section 6 5.1 Start a Remote Maintenance Session .................................................. 3-2 5.2 Call a Host Computer from the Call Menu ..............
EliteMail VMS/EliteMail Limited Section 4 Other File Menu Functions ..................................................................... 4-7 Section 5 Appendix A Issue 3 4.1 Make Directory Under the Current Directory in the Active List ............. 4-8 4.2 View File Contents ................................................................................ 4-8 4.3 Delete Files from the Active List ........................................................... 4-8 REPLOG Files ......................
List of Figures and Tables Figure 2-1 Main Menu .................................................................................................................. 2-3 Figure 2-2 Call Menu ................................................................................................................... 2-4 Figure 2-3 Phone Book Directory ................................................................................................ 2-4 Figure 2-4 Default Phone Book Entry ............................
Introduction SECTION 1 GENERAL INFORMATION SECTION 2 CONNECT HOST AND REMOTE COMPUTERS SECTION 3 DISK FOR REMOTE MAINTENANCE SECTION 4 REMOTE MAINTENANCE TELEPHONE BOOK Console Maintenance Console Maintenance is used for all local and remote maintenance. A computer is used to control a customer voice mail system, monitor operation, and transfer files back and forth as needed.
Issue 3 SECTION 5 WHAT YOU NEED TO CONNECT THE COMPUTER EliteMail VMS/EliteMail Limited If the remote computer is linked to the host computer using a modem, the following items are required for the remote computer before connections can be made: MDM-U10 Unit Single Line Telephone port for the modem Remote Maintenance software If linking the remote computer to the host computer using direct connect, the Serial cable included with the VMS/FMS( )-U10 ETU is required.
Install the Remote Computer Software SECTION 1 BEFORE YOU INSTALL REMOTE MAINTENANCE SOFTWARE Before you install the remote version of Remote Maintenance software: SECTION 2 INSTALL THE REMOTE VERSION OF REMOTE MAINTENANCE SOFTWARE If you are connecting remotely, verify that a modem is correctly installed on the remote computer. Determine which COM port the modem or direct connection uses. Verify that you have the Remote Maintenance remote software disk. 1.
Issue 3 EliteMail VMS/EliteMail Limited 6. When the system asks: Do you want to use a direct serial connection? (Y/N), enter Y, and press if using direct connection, and go to the next step. Enter N, and press if using remote connection, and go to step 9. 7. When system asks: Do you know which COM port to use? (Y/N), enter Y, and press displayed. 8. . Copying remote maintenance files is When system asks: Should direct connect use COM1? (Y/N), enter Y, and press .
EliteMail VMS/EliteMail Limited SECTION 3 SET UP REMOTE SOFTWARE Issue 3 Before using the remote software, set up the online telephone book. To do this, set up a default telephone book entry. After setting the default, add the rest of the telephone Book entries (one for each host computer you plan to access). To make adding entries faster, the default settings are automatically copied to each new telephone book entry for you. All you have to add is the host computer name and telephone number. 3.
Issue 3 EliteMail VMS/EliteMail Limited 3. Press to select the Call Menu option. Figure 2-2 Call Menu is displayed. 4. If you press the wrong function key and want to try again, press to return to the Main Menu. ! " # $ % & ! ' ( ) * Figure 2-2 Call Menu 5. Press to select the Phone Book Menu option.
EliteMail VMS/EliteMail Limited Issue 3 7. Press again to select the Change option. The Phone Book Entry Screen (Figure 2-4 Default Phone Book Entry) is displayed. The NAME field on this screen should read DEFAULT. If this screen does not appear, press until you return to the Main Menu, and try again from step 3.
Issue 3 EliteMail VMS/EliteMail Limited 3.2 14. Press or to view the entire list. If you are using the remote connect option, press the arrow keys to highlight your modem brand and press . If you do not see your modem in the list, and your modem is 100% Hayes compatible, select Hayes Extended. If you are using the direct connect option, select Direct-Connect and press . 15. Press !" three times to redisplay the Main Menu.
EliteMail VMS/EliteMail Limited Issue 3 A ! " # ! # $% %& '%''%'' ( ) ************************************************ B " ******************** * " + *********** ****** * *********** # .
Issue 3 EliteMail VMS/EliteMail Limited 8. Add an additional Phone Book entry for each host computer you plan to call. To do this, repeat step 4 through step 7. 9. When you finish, press !" repeatedly to exit. SAMPLE PHONE NUMBER FORMAT: 9,9721234567,,,,987 EXAMPLE MEANING 9 The number used to dial out. For NEC telephone systems, this is 9. , Inserts a two-second delay. The number dialed. In this example, 972 is the area code, 1234567 the phone number.
EliteMail VMS/EliteMail Limited SECTION 5 SOLVE PROBLEMS AFTER INSTALLATION Issue 3 When the Remote Maintenance software is installed correctly, there should be no visible affect during routine operation of the remote computer. However, if either the remote computer modem or Remote Maintenance software was installed improperly, a variety of problems can occur when you use the remote software.
Using Remote Maintenance SECTION 1 GENERAL INFORMATION This chapter explains how to use Remote Maintenance to make a connection with the host computer to control or change a customer voice mail system from the remote computer. No special action is required to load the host version of Remote Maintenance software on the host computer. SECTION 2 START REMOTE VERSION Remote Maintenance must be running on both the host and the remote computers to make a connection between them.
Issue 3 SECTION 3 ACCESS REMOTE MAINTENANCE MENUS EliteMail VMS/EliteMail Limited Remote Maintenance is a terminate-and-stay resident (TSR) program, meaning it remains loaded in your computer memory while you use DOS or run other applications. Press - to access the Remote Maintenance Main Menu. The Main Menu includes several submenus that are described below. You must press Shift key on the left side of the keyboard.
EliteMail VMS/EliteMail Limited 5.2 SECTION 6 USE QUICK CONNECT 6.1 Issue 3 Call a Host Computer from the Call Menu 1. From the Main Menu, press to access the Call Menu. 2. Highlight the Phone Book entry you wish to call. Use the arrow keys to move from name to name. 3. Press ! to start dialing. A pop-up is displayed, identifying both the host and the calling parameters in use (e.g., COM port and baud rate). Note the Dialing! message displayed at the bottom of the screen. 4.
Issue 3 SECTION 7 ACCESS MENUS DURING CONNECTION SECTION 8 END CONNECTION EliteMail VMS/EliteMail Limited To access other menus during connection: 1. Press - to access the Remote Maintenance Main Menu anytime during a connection just as you did to access from DOS. This allows you to access various functions, such as the File Menu to transfer the host computer REPLOG file to your computer. The program running on the host computer is not affected and operates normally. 2.
EliteMail VMS/EliteMail Limited SECTION 9 UNLOAD REMOTE MAINTENANCE FROM MEMORY 9.1 Issue 3 Remote Maintenance Remote Maintenance is a terminate-and-stay resident (TSR) program. TSR programs remain in the computer memory while you use DOS or run other applications. The following procedure unloads Remote Maintenance only. It does not unload other TSR programs. 9.2 Console Maintenance Unload Remote Maintenance from the Remote Computer Memory 1.
Transferring Files SECTION 1 GENERAL INFORMATION SECTION 2 PREPARE FOR FILE TRANSFER Remote Maintenance allows you to transfer files from the host computer to the remote computer, including the call report log file (REPLOG file). Related file transfer features let you change the current directory, view, delete, rename, or copy files, or print a file from the host computer on a printer attached to the remote computer. Many functions are available from the Remote Maintenance File submenu.
Issue 3 EliteMail VMS/EliteMail Limited Set File Transfer Options 1. From the Main Menu, press to select the Files option. 2. Press to select the File Menu expanded menu. 3. Press % to select Options. 4. To reset an option at the Options Menu, highlight it, then press . Settings toggle between ON and OFF. 5. 2.2 Leave the File Compression option OFF (default). Press !" to save entries and exit to the File Menu.
EliteMail VMS/EliteMail Limited Issue 3 File Lists The File Menu Screen has two separate windows. The left window lists files and directories on the local computer (where you are). The right window lists files and directories on the host you are connected to by modem. The directory you are in is listed at the top of each window. To move between the two windows, press the left or right arrow key.
Issue 3 EliteMail VMS/EliteMail Limited Functions Line The bottom of the screen lists the functions available at this window by function key and abbreviated name. These may vary slightly depending on whether the highlight bar is in the local or host window. Tagging Files You can select the files you want to transfer, view, copy, or delete by tagging (marking) them. Files can be tagged individually by using the arrow keys or grouped using the DOS wildcard characters. Tag or Untag Files Individually 1.
EliteMail VMS/EliteMail Limited Issue 3 ! " E/! F ! $%& %( (%((%(( ) * C;6% %G GH H = % %G " GH H 888888888888888888888888888888888888888I888888888888888888888888888888888888888I E ?# @ / , ?# @ (J JE(
Issue 3 EliteMail VMS/EliteMail Limited Do not transfer or view the voice mail system database files (AV*.*), executable files (*.EXE) or the current day REPLOG file while the voice mail software is running on the host computer. The host computer must be at the DOS prompt before you can transfer these files. 2. To move between windows, press & to move the highlight bar to the right window or press ' to move to the left window. Placement of the highlight bar designates which window is active.
EliteMail VMS/EliteMail Limited Issue 3 5. To select a file, highlight it, then either press or press . A selected (or tagged) file is displayed with a small triangle to the right. To transfer more files, repeat this procedure for each. Optionally, you may list and select files using DOS wildcard character * or ?. Press ! to display the FILENAMES box, then specify. If REP*.* is entered, every file beginning with REP is selected. 6. Check your choices before the file transfer.
Issue 3 SECTION 4 OTHER FILE MENU FUNCTIONS EliteMail VMS/EliteMail Limited Additional functions at the File Menu include: Make Directory View Files Delete Files. To use any, start from the File Menu. The function line at the bottom of the screen lists some functions by function key and abbreviated name. 4.1 4.2 4.3 4-8 Make Directory Under the Current Directory in the Active List 1. Press to display the File Menu expanded menu. 2. Press . to make a directory. 3.
EliteMail VMS/EliteMail Limited SECTION 5 REPLOG FILES Issue 3 The voice mail system keeps a record (log) of every call it answers, dials, or transfers. When the system handles a call, a line is added to a DOS file called REPLOG files. REPLOG files are named using the following format: REPLOGd.m Where d is the day, and m is the number of the month. Each day a new REPLOG file is created. The REPLOG for March 20, is REPLOG20.3; the REPLOG for November 6 is REPLOG6.11.
Advanced Features SECTION 1 GENERAL INFORMATION Remote Maintenance provides several additional features that may be useful for advanced applications. This appendix explains how to: Suspend and resume a remote session without ending the connection. This feature is useful if you want to perform operations on the remote computer without disconnecting from the host computer. Use the billing log to keep track of calls made and answered by the remote computer.
Issue 3 SECTION 2 SUSPEND AND RESUME SESSION EliteMail VMS/EliteMail Limited You can suspend a remote session without disconnecting from the host computer. When you suspend a remote session, the remote computer no longer controls the host computer. A suspended session allows you to run other programs on the remote computer as if you were not connected to a host computer. Later, you can quickly resume the remote session without having to again call the host computer to reestablish connection.
EliteMail VMS/EliteMail Limited SECTION 3 USE BILLING LOG Issue 3 In some cases, you may want to keep track of the number and length of calls made or received by the remote computer. To do this, turn on the billing log. When the billing log is on, the information about a session is saved as a single record in a text file. You can print this file on a printer, or use it in database, spreadsheet, or word processing programs.
Issue 3 EliteMail VMS/EliteMail Limited Start Time The time the connection started. End Time The time the connection ended. Elapsed Time Time connected. Turn on the billing log: 1. At the Remote Maintenance Main Menu, press Menu. 2. At the Support Menu, press to select Billing Log. 3. Press to accept the default name SESSION.LOG, or enter a new name, and press . 4. When prompted, enter an Operator ID, and press .
EliteMail VMS/EliteMail Limited Issue 3 You can also use the Save Screen Image feature to copy screens from other applications running on the remote computer. You do not have to establish a connection with a host computer to use this feature. The Save Screen Image feature can capture screens displayed in text mode (for example, the voice mail system screens). Screens displayed in EGA or VGA graphics mode cannot be captured. Copy a screen: 1. Display the screen you want to copy. 2.
Issue 3 EliteMail VMS/EliteMail Limited View a screen: SECTION 5 SPECIAL KEYBOARD HANDLING 1. Press - to display the Remote Maintenance Main Menu. 2. Press % for Support Menu. 3. At the Support Menu, press . to select Record/Playback Menu. 4. Press . to select View Screen Images. 5. To view the file the system offers, press different filename, and press . 6. If you took snapshots of several different screens, press move back and forth between the screens. 7.
Solving Problems SECTION 1 FOLLOW TABLE PROCEDURE PROBLEM The computer hangs completely during restart. SOURCE/SOLUTION COM port conflict exists. Remove or disable any mouse or expansion board (e.g., SIO board or a voice board) that may be using the same COM port as the modem. If this is not possible, reconfigure the software to assign the modem to another COM port. For details, refer to Chapter 2 Section 3 Set Up Remote Software on page 2-3.
Issue 3 SECTION 2 STILL HAVING PROBLEMS? B-2 EliteMail VMS/EliteMail Limited PROBLEM SOURCE/SOLUTION Still experiencing problems, with modem installed and set to the correct COM port. Set up the software. Verify that the PORT field of the DEFAULT Phone Book Entry specifies the same number as the modem COM port. Check the Phone Book entry for accuracy (e.g., baud rate, or modem type). Refer to the troubleshooting section in the documentation accompanying the modem or contact NEC Technical Support.
Table of Contents Chapter 1 Using This Book Section 1 The Reference Book............................................................................... 1-1 Section 2 Sign In to the System ............................................................................. 1-2 Chapter 2 Call Hold, Transfer, and Screen Section 1 Call Hold ................................................................................................. 2-1 Section 2 Call Transfer ...........................................
Issue 3 Chapter 5 Guests Section 1 Add a Guest............................................................................................ 5-1 Section 2 Delete a Guest........................................................................................ 5-2 Section 3 The Guest Conversation......................................................................... 5-2 Section 4 Urgent Messages from Guests ...............................................................
EliteMail VMS/EliteMail Limited Section 10 Chapter 9 Issue 3 Live Monitoring Operating Procedures .................................................. 8-8 Messages Section 1 Message Types ...................................................................................... 9-1 Section 2 Identify Yourself to the System............................................................... 9-4 Section 3 Special Delivery Options ........................................................................
Issue 3 Section 4 Chapter 12 The AVPRMPT File ............................................................................. 11-2 Operator Box Section 1 The Operator System ID....................................................................... 12-1 Section 2 Transfer, Greeting, Action..................................................................... 12-2 Section 3 Set Up Multiple Operators ....................................................................
EliteMail VMS/EliteMail Limited Issue 3 Section 4 Record Tips .......................................................................................... 15-3 Section 5 Make Voice Field Recordings............................................................... 15-4 Section 6 Change Opening Greeting.................................................................... 15-6 Section 7 Copy Recordings ..................................................................................
Issue 3 Section 5 Change Current Schedule By Telephone ............................................. 17-4 Section 6 Holidays ................................................................................................ 17-4 Section 7 Switch to or From Holiday Mode........................................................... 17-4 Section 8 Set Daylight Savings Time.................................................................... 17-5 Section 9 Set Date or Time...................................
EliteMail VMS/EliteMail Limited Section 18 Chapter 19 Issue 3 Switch Setup Screen Page 3.............................................................. 18-37 Security Codes Section 1 Security Codes and Personal ID .......................................................... 19-1 Section 2 Set a Security Code.............................................................................. 19-1 Section 3 Use a Security Code.............................................................................
Issue 3 Section 5 Set Dialing Codes ................................................................................. 21-4 Section 6 Control Touchtone Sensitivity ............................................................... 21-5 Section 7 Set Incoming Call Timing...................................................................... 21-6 Section 8 Control Message Waiting Lamps.......................................................... 21-7 Section 9 Control Dial-Out Timing .......................
EliteMail VMS/EliteMail Limited Issue 3 Section 2 Sign In as System Manager ................................................................. 23-1 Section 3 Create System Managers..................................................................... 23-2 Section 4 Improved System Manager Conversation ............................................ 23-3 Chapter 24 Transaction Boxes Section 1 Access a Transaction Box ....................................................................
Issue 3 EliteMail VMS/EliteMail Limited Section 8 Set Up Voice Detect Call Holding ....................................................... 25-12 Section 9 Control How Long the System Waits for Speech................................ 25-12 Section 10 Example of an Advanced Voice Detect Application............................ 25-13 Chapter 26 Back Up and Restore Section 1 Introduction ...........................................................................................
List of Figures Figure 2-1 Sample Personal Directory Screen With Call Holding On............................................. 2-2 Figure 2-2 Sample Transaction Box With Call Holding Turned On ................................................ 2-2 Figure 2-3 Operator Box With Call Holding Turned On .................................................................. 2-2 Figure 2-4 Sample Voice Detect Box With Holding Turned On ......................................................
Issue 3 EliteMail VMS/EliteMail Limited Figure 8-1 Live Record Settings ..................................................................................................... 8-2 Figure 8-2 Live Record Features Programmed at Each Extension ................................................ 8-3 Figure 8-3 Access Code Options Window ...................................................................................... 8-5 Figure 9-1 Error Notices to Field on Application Screen Page 6 ...................
EliteMail VMS/EliteMail Limited Issue 3 Figure 11-4 Sample Music-on-Hold Prompts Used in Quick Play .................................................. 11-7 Figure 12-1 Operator Box on Application Screen Page 3............................................................... 12-1 Figure 13-1 Application Screen Page 2 for 4-Port System ............................................................. 13-1 Figure 14-1 The Public Interview Box..................................................................
Issue 3 EliteMail VMS/EliteMail Limited Figure 18-6 Application Screen Page 3 .......................................................................................... 18-8 Figure 18-7 Application Screen Page 4 ........................................................................................ 18-11 Figure 18-8 Application Screen Page 5 ........................................................................................ 18-12 Figure 18-9 Access Code Options Window for New Subscribers ....
EliteMail VMS/EliteMail Limited Issue 3 Figure 20-8 Subscriber Personal Greetings Fields ....................................................................... 20-14 Figure 21-1 Switch Setup Screen Page 1....................................................................................... 21-1 Figure 21-2 Switch Setup Help Screen........................................................................................... 21-3 Figure 21-3 Switch Setup Screen Page 2..................................
Using This Book SECTION 1 THE REFERENCE BOOK This book lets you quickly find the information you need for a particular system task. Other Chapters are in alphabetical order. Each chapter covers part of the voice mail system. The Table of Contents is a quick guide to desired chapters. Refer to this Reference Book when you need specific information on a particular aspect of the system. The material is helpful to those that install and maintain the voice mail system.
Issue 3 EliteMail VMS/EliteMail Limited On-line Help The system on-line help facility provides convenient information on fields, codes, and settings, plus a glossary of common terms. Press to access help. Press again to read Help for Help, a short description of the help system and how to navigate it SECTION 2 SIGN IN TO THE SYSTEM Only System Managers may sign in at the computer console.
Call Hold, Transfer, and Screen SECTION 1 CALL HOLD The voice mail system call holding feature allows you to queue up several callers holding for a busy extension. The system tells callers on hold how many calls are waiting before their call and allows each caller to hold, leave a message, or try another extension. The system may also be set up to play music and special messages to callers on hold. All these features are independent of any call holding features provided by the Electra Elite.
Issue 3 EliteMail VMS/EliteMail Limited !"# $ %& ' '# () % * !"# +, & %- ' ,# + .
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Issue 3 EliteMail VMS/EliteMail Limited Allow Subscribers to Change Holding by Telephone To allow a subscriber to change call holding by telephone, add K to the Access field on the subscriber Personal Directory page. (Refer to Figure 2-5 Allow Subscriber to Change Call Holding by Telephone). Conversely, to keep a subscriber from changing call holding by telephone, remove the K access code. Access code options I and J are unused for EliteMail Limited.
EliteMail VMS/EliteMail Limited Issue 3 Subscribers Cannot Switch Holding Types by Telephone The K access code lets a subscriber turn call holding on or off by telephone, but does not allow switching between Yes and Vox. If a subscriber is allowed to change call holding by telephone, and the Holding? field is Yes, the over-the-telephone conversation toggles the field between Yes and No. If the subscriber Holding? field is Vox, the over-the-telephone conversation toggles the field between Vox and No.
Issue 3 EliteMail VMS/EliteMail Limited The Holding Queue The first caller in the holding queue is handled differently than other callers further back in the queue. First in Line If the caller is first in line for the extension, the voice mail system places the caller on hold with the Electra Elite. The caller hears music or silence, whichever the Electra Elite provides for holding calls. Periodically, the voice mail system tries the extension to see if it is still busy.
EliteMail VMS/EliteMail Limited Issue 3 Or, for voice detect call holding: “You are in line. To continue to hold, say Yes; to leave a message remain silent .” If the caller indicates to remain on hold, the voice mail system plays the next music-on-hold prompt. At the end of the next music-on-hold prompt, the voice mail system again checks to see if the call can move up in the holding queue, then again updates the caller current status.
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EliteMail VMS/EliteMail Limited Issue 3 When the number of calls holding in the system reaches either the value for the Maximum lines holding total field or the Maximum lines holding for ext field, a new call is not placed on hold. The call instead is handled as if the extension went unanswered. Usually the system takes a message.
Issue 3 EliteMail VMS/EliteMail Limited Playing Music-On-Hold Prompts To play music on hold, the system plays 10 prompts in round-robin sequence to callers who are second in line or further back in the queue. Only the first music-on-hold prompt comes prerecorded. It contains piano music by Mozart. You may, however, record additional music-on-hold prompts in the same manner that you record other prompts and voice fields. For details, refer to Chapter 15 Recording Voice Fields.
EliteMail VMS/EliteMail Limited SECTION 2 CALL TRANSFER Issue 3 The voice mail system transfers calls to the Electra Elite. A variety of call transfer options allow you to customize how a call is transferred and what a caller hears. These settings can be customized for individual subscribers or for the needs of the Electra Elite.
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EliteMail VMS/EliteMail Limited Issue 3 Call Transfer Call transfer is active only if the Transfer? field or the Day? or Nite? field in a screen Transfer section is Yes. The call transfer type is entered in an unlabeled field directly below these fields and includes: Await Answer (Await-Ans) The voice mail system puts the caller on hold and dials the extension or telephone number.
Issue 3 EliteMail VMS/EliteMail Limited Set Up Call Transfer Fields Each call transfer is controlled by fields that can be set differently for each individual subscriber or box with the call transfer feature. Some fields are displayed on a subscriber Personal Directory page only, while others appear only on transaction boxes, voice detect boxes, or the Operator Box on a subscriber Personal Directory page. Press - , then , and press to see all the call transfer fields.
EliteMail VMS/EliteMail Limited Issue 3 You can enter any valid telephone number or telephone system extension number in the telephone number field. You should not enter a voice mail System ID in this field. You can include , in the number for a pause. For a subscriber mailbox, you can place an X in the telephone number field to signify that the telephone number is identical to the Extension # ID.
Issue 3 EliteMail VMS/EliteMail Limited You may enter any of these transfer option codes: A C I M S Announce Confirm Introduce Message screen Screen Before changing your call transfer to Release or Wait Ring, you must first remove any transfer or screening option codes. Refer to Appendix C Call Transfer Options for a complete description of each transfer option.
EliteMail VMS/EliteMail Limited Issue 3 CM (Confirm and Message Screen) This combination is most commonly used for call screening. The system asks callers to record their name, then lets the subscriber accept or refuse the call after hearing the caller name. If the call is refused, the system plays the applicable greeting to the caller and takes an action (typically takes message). Some callers may be offended if you do not take their calls after they identify themselves.
Issue 3 EliteMail VMS/EliteMail Limited Limit the Call Screening Recording You can limit the number of seconds a caller has to record a name during call screening by setting the Max screening recording field. Refer to Figure 2-12 The Max Screening Recording Field. C 5 C F L' % ( % 5 +. )A % " >+ .
Directory Assistance People who call an office may not know the extension number of the person they are trying to reach. The caller must determine the extension by speaking to the operator or by looking up the extension in a directory. To free the operator from answering repetitive requests for extension numbers, the voice mail system offers two kinds of on-line directory assistance: Automatic directory assistance.
Issue 3 SECTION 1 AUTOMATIC VERSUS NUMERIC DIRECTORY ASSISTANCE EliteMail VMS/EliteMail Limited The main differences between numeric and automatic directory assistance include: NUMERIC DIRECTORY Works for telephones numbers only. SECTION 2 AUTOMATIC DIRECTORY ASSISTANCE 3-2 AUTOMATIC DIRECTORY with Requires letters telephone keypad. on the Flexible, user-defined structure based on groupings of subscribers (by department, location, schedule, or other common characteristic).
EliteMail VMS/EliteMail Limited Issue 3 The system then reads the name and extension of each subscriber whose last name begins with the letters. The caller may dial the extension anytime, or, in certain cases, may be routed automatically to the subscriber Extension # ID. You can also set up the system to ask for the first three letters of the first name. Turn On the Automatic Directory The System ID for the automatic directory (555) is already set for you when the system is installed.
Issue 3 EliteMail VMS/EliteMail Limited Turn Off the Automatic Directory To make the automatic directory inaccessible to callers, delete the System ID in the ID for Alpha Directory field on Application screen Page 6. You may assign the automatic directory a System ID that is not accessible over the telephone by including $ in the System ID. This is useful because it prevents callers from direct dialing the directory, but still allows the system to route the caller to the directory internally.
EliteMail VMS/EliteMail Limited Issue 3 Prevent Subscriber From Changing Directory Listing 1. At the voice mail system Banner Screen, press to sign in. Enter a System Manager ID, and press . If asked, enter the System Manager security code, and press . 2. Press - to view the Personal Directory. 3. Press key repeatedly, or use the Jump command, to view the subscriber Personal Directory page. 4. Press to move the cursor to the Access field. 5.
Issue 3 EliteMail VMS/EliteMail Limited To use first names 1. Connect to EliteMail using CoSession. 2. Exit to DOS prompt from voice mail application on EliteMail. 3. From C:\vmail, Enter NAMES FIRST, and press . 4. Enter VM START, and press to run voice mail application. 5. After voice mail application boot up, subscriber first and last names must be swapped manually in the Personal Directory.
EliteMail VMS/EliteMail Limited Issue 3 Directory Groups A directory group lists subscribers with a common characteristic, such as a department, location or schedule. Each directory group on the system has a Groups Screen page. It is easy to distinguish between the pages for message groups and the pages for directory groups; the word DIRECTORY appears in all capital letters on the right side of the page. Refer to Figure 3-2 A Directory Group.
Issue 3 EliteMail VMS/EliteMail Limited Both a message group and a directory group may be needed for some departments or subscribers. The message group allows you to send the same message to subscribers, and the directory group allows the system to list them in the same place in numeric directory assistance. Directory Menus Use directory menus to create one-key dialing menus automatically for numeric directory assistance. Refer to Figure 3-3 A Directory Menu.
EliteMail VMS/EliteMail Limited Issue 3 A directory menu has its own System ID in the Directory ID field at the top of the screen. Outside callers can enter this System ID to hear this menu. You can use the Directory ID to route callers to this menu automatically by using the GotoID Action on a transaction box, interview box, Operator Box, Public Interview Box, or a subscriber Personal Directory page. You cannot use a directory menu to transfer calls, play a greeting, or record messages.
Issue 3 EliteMail VMS/EliteMail Limited Opening Greeting Thank you for calling the XYZ Corporation! If you are calling from a touchtone telephone, you may enter the extension anytime. If you don’t know the extension, press 411 for a directory 411 Numeric Directory Assistance Directory Menu ID: 411 For Sales, press 1. For Shipping, press 2. For Customer Service, press 3. 1 2 "Sales: Dial the extension anytime. "Shipping: Dial the extension anytime.
EliteMail VMS/EliteMail Limited Issue 3 Set Up Numeric Directory Assistance Setting up numeric directory assistance involves these main steps: 1. Create a directory group for each group of subscribers (by location, schedule, or department) you want listed in the numeric directory at the Groups Screen. A directory group lists the subscribers in each group and their Extension # IDs. Use a local connection to record a name for each directory group.
Issue 3 EliteMail VMS/EliteMail Limited 7. To skip adding a System ID, press . 8. To add a System ID, enter up to 10 characters (either letters, numbers, or $), and press . 9. Record a name for the directory group or menu using a local connection. For details, refer to Chapter 15 Recording Voice Fields. A recorded name is required. If there is no recording, the directory group or directory menu does not appear in numeric directory assistance.
EliteMail VMS/EliteMail Limited Issue 3 6. Press to select and add the name. The system automatically includes the subscriber recorded name and Extension # ID. Or, press to see the next match. 7. Repeat steps 3 through 6 until you add all the subscribers you want. 8. Press to exit. Delete a Subscriber from a Directory Group 1. At the Groups Screen, press or repeatedly (or use the Jump command) to display the directory group. 2.
Issue 3 EliteMail VMS/EliteMail Limited Remove a Choice from a Directory Menu Removing a choice from a directory menu does not delete the directory group or directory submenu from the system. It prevents the system from listing it on the directory menu one-key dialing menu. 1. Sign in to the system, and press - to display the Groups Screen. 2. Press or repeatedly (or use the Jump command) to display the directory menu. 3.
EliteMail VMS/EliteMail Limited Issue 3 Set number of seconds to wait for touchtones during a directory menu: SECTION 4 USE TRANSACTION BOXES WITH DIRECTORY ASSISTANCE 1. Sign in to the system and press Application screen Page 6. 2. In the Startup field, press repeatedly to move the cursor to the end of any options already in the field. Enter MKn, where n is the number of seconds you want the system to wait before processing a touchtone entered at a directory menu.
Issue 3 EliteMail VMS/EliteMail Limited Opening Greeting “Thank you for calling the XYZ Corporation! You may enter the extension number anytime. For directory assistance, press 411…” Figure 3-6 Using Departments Box for Directory Assistance The Transaction Directory page for the departments box is shown in Figure 3-7 The Departments Box. You can use it as a model for any other call routing applications you might create.
EliteMail VMS/EliteMail Limited SECTION 5 OFFER AUTOMATIC AND NUMERIC DIRECTORY ASSISTANCE Issue 3 You can also use transaction boxes to route callers to either automatic directory assistance or numeric directory assistance. Opening Greeting "Thank you for calling XYZ Corporation! If you are calling from a touchtone telephone, enter the extension anytime. If you do not know the number, press 1 to spell a name and hear the extension number. Or, press 2 for a list of departments and personnel.
Faxes and the Public Fax Box The voice mail system Public Fax Box provides fax detect, routing, and notification for incoming faxes to eliminate the need for a separate dedicated telephone line for the fax machine. The system can send a public notice when a call is routed to the Public Fax Box, so you can check for fax arrival. A caller can record a voice message about the fax before sending it, and it is added to the fax notice.
Issue 3 SECTION 2 THE PUBLIC FAX BOX EliteMail VMS/EliteMail Limited You control how the system handles incoming faxes using the Public Fax Box. Refer to Figure 4-1 Sample Public Fax Box on Application Screen Page 6. To view this screen, sign in to the voice mail system at the system console. Press to view Application screen Page 6. C 5 C F'L (% %5 + . A ) % "> + .
EliteMail VMS/EliteMail Limited Issue 3 Fax ID The System ID to reach the fax machine. The ID must be unique and cannot conflict with any other Personal IDs, Extension # IDs, or System IDs. Callers press this ID to send manual faxes. You should mention this ID in the opening greeting, so callers know the number to dial to reach the fax machine. To prevent callers from pressing the System ID directly, you can use a hidden System ID (by adding $ to the beginning of the System ID).
Issue 3 EliteMail VMS/EliteMail Limited Alt Action Use this field to specify what should happen if the fax extension does not answer or is busy (and holding is not allowed). This option requires the Await Answer or Wait for Ringback call transfer. Enter the letter for the Action you want: G H O R S T Go to system ID Hangup Transfer to operator Restart Say good-bye Take a message For details on these codes, refer to Appendix B Action Codes.
EliteMail VMS/EliteMail Limited Issue 3 If the fax machine is located in the same office with the operator or system manager, you should set the field to Voice (if you want callers to be able to record a message), or Never (callers are not asked to record a message). That way, the operator or system manager does not receive unnecessary fax notices.
Issue 3 SECTION 3 SET THE CNG STARTUP OPTION EliteMail VMS/EliteMail Limited To use the Public Fax Box, you must add the CNG startup option to the Startup field on Line 58 of Application screen Page 6. This option sets the voice mail system to recognize incoming fax tone. Refer to Figure 4-2 The CNG Startup Option on Application Screen Page 6. C 5 C F'L (% %5 + . A ) % "> + .
Guests Subscribers can provide a more personal interface through the voice mail system for special clients, contacts, friends, or family to greet them by name and direct access to exchange messages with a particular subscriber. Such people are enrolled on the system as subscriber guests. A guest is assigned to a particular subscriber and can trade messages with the host subscriber the same way other subscribers leave two-way messages. Guests can leave messages only for their host.
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EliteMail VMS/EliteMail Limited Issue 3 The system then: Plays any messages the host left for the guest. Offers to take a message or reply from the guest or host. Says good-bye as follows: “If you’d like to try an extension, you may do so now (pause). See you later!” The system conversation with the guest is simple and direct. It keeps the touchtones that a guest must press to a minimum, yet allows full two-way messaging between the guest and the host subscriber.
Interview Boxes The system can ask callers a series of questions using an interview box. An interview box may be used to ask for names and addresses, take sales orders, or take names, problems and telephone numbers in a product support organization. Each interview box is owned by a subscriber. The owner receives all messages left in the interview box. This chapter describes how to design and use interview boxes.
Issue 3 EliteMail VMS/EliteMail Limited A caller may route to an interview box in any of these ways: You can set the Action to route a caller to the interview box System ID (For example, GotoID $PM) or set the Action to GotoID for a transaction box, a voice detect box, or the Operator Box. Callers do not need touchtone telephones. You can answer a particular port with an interview box. Enter the interview box System ID on Line 13 of Application screen Page 2.
EliteMail VMS/EliteMail Limited Issue 3 Voice name Record a name for the interview box using a local connection. For details, refer to Chapter 15 Recording Voice Fields. The system plays the recorded name to the subscriber who owns the box when it announces that the box has messages. For example: ” has a message for you.” If you do not record a name, the system plays the box System ID instead, translating any letters in the System ID to the corresponding touchtone numbers.
Issue 3 EliteMail VMS/EliteMail Limited After Select an applicable action to be taken after the interview is completed. The possible actions are the same as for transaction boxes, except that T (For Take-msg) is not allowed. The most common actions after an interview are Say good-bye or Hangup. The actions allowed are: G Go to System ID H Hangup O Transfer to operator R Restart S Say good-bye For details on these codes, refer to Appendix B Action Codes.
EliteMail VMS/EliteMail Limited SECTION 3 DELETE AN INTERVIEW BOX Issue 3 1. Sign in to the system, and press - to jump to the Transaction Directory. 2. Press or or use the Jump command to display the correct interview box. 3. Press for the Delete Menu. 4. Press to select Box. 5. Press to confirm. Delete All Messages from Interview Box After you hear an interview box message, the message is deleted at the same schedule as other messages.
Keypad Maps Telephone manufacturers in many countries have tried to standardize the location of the letters that appear on a telephone keypad. For example, in the United States, A, B, and C are always on key 2. However, the location of letters on the keypad can vary among countries and among different telephone manufacturers. Many keypads do not show Q and Z, while others may show them on the 1, 7, 9, or 0 key. This chapter describes how the voice mail system works with the selected keypad map.
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EliteMail VMS/EliteMail Limited SECTION 2 CHECK THE KEYPAD MAP Issue 3 You can check the name of the current keypad map in the Keypad field on Line 56 of Figure 7-2 Application Screen Page 6 Showing Keypad Map. This field is for display only. C 5 C F'L (% %5 + . A ) % "> + .
Issue 3 EliteMail VMS/EliteMail Limited What do you want callers to hear? If the letters Q and Z do not appear on most caller telephone keypads, consider using the Q=7, Z=9 keypad map. A system using this keypad map tells callers where to find Q and Z. Callers leaving messages or using the automatic directory hear: “Please press the first three letters of the person last name. For Q, press 7. For Z, press 9. Please enter the letters now.
Live Record/Live Monitoring Live Record allows subscribers to record a telephone conversation from an outside caller and leave it as a message in a voice mailbox. Live Monitoring allows a subscriber to hear a message through the speaker of the telephone as the message is being left by an outside caller. This chapter explains how to set up Live Record/Live Monitoring for your system at the EliteMail console, at each telephone extension, and how to use Live Record/Live Monitoring.
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EliteMail VMS/EliteMail Limited Issue 3 FUNCTION DESCRIPTION BUTTON Record Starts a recording: Enter the number of a voice mailbox anytime. The recording is sent when you end the call or the recording session. Required Pause Stops recording: Press Pause again to resume. Pause does not add elapsed time to recorded message. Recommended Erase Erases the recorded call: The caller remains on the line. Start another recording with the Record button.
Issue 3 SECTION 3 USE LIVE RECORD EliteMail VMS/EliteMail Limited Live Record can be started from any telephone with a Record button. 1. With an outside call in progress, press Record. A beep is heard, if enabled, and the Record key lights to indicate that recording is in progress. Display telephones indicate recording functions. 2. If Automatic Recording is enabled, the recording begins immediately after an outside call is answered. Dial the mailbox number where the recording should be addressed.
EliteMail VMS/EliteMail Limited SECTION 5 LIMITED RECORDING TIME ON THE VOICE MAIL SYSTEM Issue 3 If a site uses Live Record frequently, System Managers should carefully monitor available recording time. Recording time is displayed on the Banner Screen at the top right corner, just below the keylock status, and indicates the time still available for new messages. For example, 1:15 indicates the system has 1 hour and 15 minutes of recording time.
Issue 3 EliteMail VMS/EliteMail Limited Add or remove Live Monitoring codes at the Access Code Options window: SECTION 7 FEATURE KEY ASSIGNMENT SECTION 8 LIVE MONITORING RESTRICTIONS 1. Press - . 2. Press . 3. Press " , #$%& - " , , , 4. Press # ( to add or remove a code. 5. Press to close the window. ' , or key to highlight I or J. The Live Monitoring feature key is required for feature operation.
EliteMail VMS/EliteMail Limited Issue 3 For Voice Mail messages sent to multiple mailboxes For Voice Mail messages sent to mailboxes that do not correspond to the actual station number. If DND, Call Forward - All Call, or station Outgoing Lockout is set during Live Monitoring Mode, Live Monitoring is canceled. If required, a station user must set up Live Monitoring after setting Call Forward - All Call. SECTION 9 ENABLE/DISABLE LIVE MONITORING Live Monitoring is enabled or disabled using Softkeys.
Issue 3 EliteMail VMS/EliteMail Limited SECTION 10 LIVE MONITORING OPERATING PROCEDURES To enable Live Monitoring: 1. Press the Feature Access key or One-Touch key assigned as Live Monitoring. 2. Dial the password (same as Station Outgoing Lockout password; default is ). 3. Live Monitoring key flashes red while feature is set. To operate Manual Live Monitoring while the caller is leaving a voice mail message: 1. Press the START softkey while the CO caller is leaving a message. 2.
Messages This chapter presents an overview of messages and their life cycle. It also explains message options, that include: SECTION 1 MESSAGE TYPES Edit Mark for special delivery. The system handles messages differently depending on whether or not it knows the identity of the sender and recipient of the message. Identified Callers or Outside Callers A caller that enters a Personal ID is identified as a subscriber or guest enrolled on the system.
Issue 3 EliteMail VMS/EliteMail Limited One-Way Messages A one-way message is left for a subscriber by an outside caller. The subscriber who hears the message cannot automatically reply, because the voice mail system does not know the sender identity. Many messages for a subscriber are one-way messages. All messages taken by a transaction box or an interview box are also one-way messages. These messages are delivered to the subscriber that owns the box.
EliteMail VMS/EliteMail Limited Issue 3 Differences between One-way and Two-way Messages One-way messages emulate answering machine messages. When replying to an answering machine message, you must pick up the telephone and dial the number of the person who called. After listening to a message from an outside caller, you must call the person who left you the message to reply. Two-way messages are interactive.
Issue 3 SECTION 2 IDENTIFY YOURSELF TO THE SYSTEM EliteMail VMS/EliteMail Limited Subscribers who forget to enter a Personal ID when calling the system, are handled by the system like an outside caller and any messages they leave are one-way messages or public messages. However, subscribers or guests can identify themselves by entering a Personal ID when the system is listening for IDs or extension numbers.
EliteMail VMS/EliteMail Limited Issue 3 If a subscriber is authorized to use special delivery options, the system asks each time the subscriber records a message if the message should be marked for special delivery. Subscribers can mark messages for more than one special delivery option. For example, subscribers can send urgent private messages with return receipt requested.
Issue 3 EliteMail VMS/EliteMail Limited You can also allow outside callers to leave urgent messages for transaction boxes, interview boxes, the Public Interview Box, and the Operator Box. For details, refer to: SECTION 4 THE MESSAGE LIFE CYCLE Chapter 6 Interview Boxes. Chapter 12 Operator Box Chapter 14 Public Interview Box and Public Messages Chapter 24 Transaction Boxes. All messages are subject to the same retention (aging) pattern: New message Old message Archived message.
EliteMail VMS/EliteMail Limited Issue 3 Archived Messages You may explicitly save any message as an archived message. The time the system stores archived messages, Archive time, is independent of the Hold time, allowing archived messages to be stored for a longer period. You can save an archived message more than once, to extend its life. An archived message must be saved each time it is heard or it is deleted.
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EliteMail VMS/EliteMail Limited Issue 3 Also Refer To: SECTION 5 MESSAGE DELIVERY Section 5 Message Delivery on page 9-9 Section 6 Message Delivery Telephone Numbers on page 9-11 Section 10 Message Playback on page 9-31 Section 11 Message Receipts on page 9-42 Section 12 Take a Message on page 9-45 Section 13 Message Waiting Lamps on page 9-54 Chapter 2 Section 2 Call Transfer on page 2-11 Chapter 2 Section 3 Screen Calls on page 2-16 Chapter 5 Guests Chapter 16 Reports Chapt
Issue 3 EliteMail VMS/EliteMail Limited The Message Delivery Conversation When the system calls to deliver a subscriber messages, it dials a number then waits for a certain number of rings for an answer. If the telephone is answered, the system says: “This is the voice mail system calling with a message for . Please press your Personal ID now to receive the message.
EliteMail VMS/EliteMail Limited Issue 3 Each field is explained in detail below. The fields that control message waiting lamps (Lamp #, Activate Lamps?, and On Now?) are described in Section 13 Message Waiting Lamps. SECTION 6 MESSAGE DELIVERY TELEPHONE NUMBERS You can set four different message delivery telephone numbers to provide message delivery at different numbers on different days, or establish a cascading priority of which number to try first, second, third, or fourth.
Issue 3 EliteMail VMS/EliteMail Limited Any other character entered in the telephone number field is ignored when the system dials the telephone number. To make it easier to read, you may include parentheses and dashes. The system does not dial telephone numbers with letters such as 555INFO. Enter the actual touchtone digits represented by these letters instead.
EliteMail VMS/EliteMail Limited Issue 3 Method The system can deliver Each, Batch, or Urgent messages: • Each The system starts the message delivery process for this number as soon as each new message is received. • Batch The system starts the message delivery process when the first new message is received for a subscriber. If this first message delivery is unsuccessful, the system waits for the specified delivery interval before trying this number again.
Issue 3 EliteMail VMS/EliteMail Limited Subscribers may use a touchtone telephone to turn message delivery on or off or change their delivery method between Each and Urgent. Subscribers cannot change between Batch and Urgent delivery by telephone. To use Each or Urgent delivery, the after __ min field must be zero. If you set this field to any number other than zero, Batch delivery is required.
EliteMail VMS/EliteMail Limited Issue 3 Override the Outdial Access Code You can prevent the system from dialing the outdial access code with particular telephone number fields (even on telephone numbers with more than five characters). To do this at the system console, insert , as the first character in the telephone number field. To do this by telephone, press the pound key to insert a pause as the first character of the telephone number.
Issue 3 EliteMail VMS/EliteMail Limited Dispatch Message Delivery You can use the system initial delay feature to deliver new messages to a series of people in priority order. To do this, create a test subscriber, with the telephone numbers of up to four subscribers entered as message delivery numbers. The after __ min field can then prioritize which subscriber is called first to receive the message.
EliteMail VMS/EliteMail Limited Issue 3 Set Default Urgent Message Delivery Number By default, delivery number #4 (Your spare telephone) is set for Urgent delivery and is active 24 hours a day. Over the telephone, a subscriber can turn on message delivery to a spare telephone, set a message delivery telephone number, and have urgent messages delivered, without extra configuration by the System Manager.
Issue 3 EliteMail VMS/EliteMail Limited Use Special Characters for Pagers In most cases, you only need to call a pager to activate it. To set the voice mail system to call these pagers, enter the pager telephone number in the field for the message delivery telephone number followed by a few pauses and a disconnect (e.g., 555-1234,,,Q) Q means disconnect. Other pagers require that you dial the number, wait for answer, and then dial the number the subscriber should call back.
EliteMail VMS/EliteMail Limited Issue 3 Some groups may be owned by the system instead of by an individual subscriber or System Manager. Groups owned by the system can be changed only at the console, not by telephone. However, the System Manager can reassign a group owned by the system to a new owner to allow that person to change the group by telephone. The Group Members Message group members are the people listed to receive a message. A message to a group is sent to all the group members.
Issue 3 EliteMail VMS/EliteMail Limited If a group member listens to only the beginning of the message then saves the message as new, the system does not mark the message as received. Other group members may still retrieve the message until one of the group members listens to the entire message. For example, the manager of a customer service department might set up a group with dispatch distribution that contains all the department service representatives.
EliteMail VMS/EliteMail Limited Issue 3 Press - to access the Groups Screen.
Issue 3 EliteMail VMS/EliteMail Limited Last Contacted This field displays the date and time the member of the group last received a group message. If the Last Contacted field is blank, the member has not received the most recent group message. Or, if every member Last Contacted field is blank, either there is no group message to listen to, or a group message was just sent, and no one has listened to it yet.
EliteMail VMS/EliteMail Limited Issue 3 Use Numeric Access with Numbered Groups Numbered groups are usually used on systems with numeric access. Under numeric access, subscribers press a special System ID for numbered groups, followed by the group number to send a message to the group. This way, the system does not confuse Extension # IDs with message group numbers. The special System ID for numbered groups is set on Application screen Page 6. For details, refer to Chapter 10 Numeric Access.
Issue 3 EliteMail VMS/EliteMail Limited Choose Group Names and Numbers A group spelled name or number is important for two reasons. The system sorts groups in the Groups Screen based on the name or number in the Name field. Also, a subscriber uses the first three characters of the group name or number to select the group by telephone. A message group also has a recorded name. A message group recorded name is the name subscribers hear when selecting a group. Group names or numbers do not have to be unique.
EliteMail VMS/EliteMail Limited Issue 3 Add Group Members at the Console 1. At the voice mail system Banner Screen, press to sign in. Enter a System Manager ID, and press . Enter the System Manager security code, and press . 2. Press - to display the Groups Screen. Press or (or use the Jump command) to display the message group you want. 3. Press . The system displays the pop-up Add Menu. 4. Check that Member is highlighted, and press .
Issue 3 EliteMail VMS/EliteMail Limited 4. Press to remove the subscriber from the group. Press to remove the subscriber from the group. Press to cancel. 5. To remove other members from the group, repeat steps 3 and 4. Delete Groups or Group Messages at the Console 1. At the voice mail Banner Screen, press to sign in. Enter a System Manager ID, and press . If asked, enter the System Manager security code, and press . 2.
EliteMail VMS/EliteMail Limited Issue 3 Assign New Owner to •SYSTEM• Group 1. At the voice mail system Banner Screen, press to sign in. Enter a System Manager ID, and press . If asked, enter the System Manager security code, and press . 2. Press - to display the Groups Screen. Press or (or use the Jump command) to display the message group you want. With the cursor in the top portion of the screen, press . 3.
Issue 3 EliteMail VMS/EliteMail Limited 3. Press (or use the Jump command) to display the subscriber. 4. Press the arrow keys to move to the subscriber Access field. Move the cursor to the end of the field. Enter Y, and press . You do not need to change any other access codes in the field. Refer to Figure 9-8 Personal Directory Page for Subscriber with Y Access Code. ) & # ) & ) &) : * 2 !( % .
EliteMail VMS/EliteMail Limited Issue 3 Before you decide to cancel a message, you can find out who in the group has not heard it. For details on using message groups by telephone, refer to the EliteMail VMS/EliteMail Limited Voice Mail User Guide #750178-0. Also Refer To: SECTION 9 MESSAGE NOTIFICATION Chapter 10 Numeric Access Chapter 20 Subscribers Message Notification and Delivery The voice mail system can call to deliver messages on a regular cycle.
Issue 3 EliteMail VMS/EliteMail Limited Constant Message Count EliteMail displays the number of new messages on NEC display telephones using a feature called Constant Message Count. With Constant Message Count, the subscriber looks at the display telephone LCD to determine how many new messages there are to check. Any other message waiting indication, such as a lamp used by your telephone system, also notifies subscribers of new messages.
EliteMail VMS/EliteMail Limited Issue 3 No New Messages 12:29 PM MON 10 When Constant Message Count is inactive or there are no new messages, the second line displays the day, date, and time. The Electra Elite – not the voice mail system – controls the display showing the day, date, and time. SECTION 10 MESSAGE PLAYBACK Subscribers retrieve messages by calling the voice mail system and entering a Personal ID during the opening greeting, or when the system is listening for IDs.
Issue 3 EliteMail VMS/EliteMail Limited The Message Stack and Announcements The system gives the subscriber information about the status of messages before playing them. The system tells the subscriber how many new messages are waiting and the source of each message. The system can also be configured to tell a subscriber how much time it takes to listen to a set of messages. A subscriber can use this information to skip over all or some of the messages.
EliteMail VMS/EliteMail Limited Issue 3 Optional Announcement of Total Messages Time The system can also announce the total time the messages last. This feature can be turned on or off for each subscriber. A subscriber could hear an announcement like this when first checking messages: “You have 3 new messages, totaling 3 minutes, 20 seconds.” The time for messages is also announced when the subscriber moves to a new source of messages in the message stack.
Issue 3 EliteMail VMS/EliteMail Limited The system announces the time to the nearest minute when the message was sent. For example, “...recorded today at 11:57am.” Note that the system uses its own internal clock for this timestamp. The system clock may not agree with the subscriber watch. To avoid confusion, the System Manager should check the system clock regularly. The system constantly displays what it believes is the current time and date in the upper right corner of the Banner Screen.
EliteMail VMS/EliteMail Limited Issue 3 Playback while Leaving a Message If a subscriber tries to leave a message for a subscriber or guest who has left a message already, the system announces that there are messages waiting, then offers to play the messages to the subscriber. This ensures that the subscriber is up-to-date before leaving this person a message. The Conversation for New Messages The conversation flow is best understood by example.
Issue 3 EliteMail VMS/EliteMail Limited Pat presses 1 for yes. The system plays each message and timestamp, but does not offer to take an immediate reply. Pat must dial these people herself, because they are not subscribers or guests on the system. Having reached the bottom of her message stack, the system reminds Pat that she still has messages from Dave Thompson that she has yet to listen to: “You still have 2 new messages.” Pat is finished checking her new messages.
EliteMail VMS/EliteMail Limited Issue 3 You can listen to or review your old messages when the system asks: “You have old messages to review. Would you like to hear them?” If the subscriber answers Yes, the system organizes and announces each old message by source, just as it does with new messages. For example, if the subscriber has two old messages from Amy Ronk, the system announces: “Amy Ronk has 2 messages to review.
Issue 3 EliteMail VMS/EliteMail Limited Use Touchtone Keys during Playback While listening to a message, the subscriber may control how the system plays the message. The subscriber may use touchtone keys to reverse, forward or pause the message, increase or decrease the volume of the message, skip over the message for later retrieval, or redirect the message to another caller.
EliteMail VMS/EliteMail Limited Issue 3 Whether the subscriber redirects the message or not, the system asks: “Would you like me to archive this?” If the subscriber answers Yes the system saves the message for a programmed number of days. If the subscriber responds no the system immediately deletes the message. Whether or not the subscriber archives a new message, the system continues with the normal new message conversation.
Issue 3 EliteMail VMS/EliteMail Limited To increase or decrease the number of seconds the system moves backward or forward for each press of the 7 or 9 key, the System Manager should increase or decrease the value in the Skip back time of # field. Subscribers can accelerate moving backward or forward through a message by pressing the backward key or the forward key rapidly several times. The subscriber can combine the keys.
EliteMail VMS/EliteMail Limited Issue 3 • Repeat Press - during message playback to cause the system to function as if 7 were pressed. However, # can also be used to repeat the system yes-and-no questions and in message playback. A subscriber using menu mode, can press - to step back to the previous menu. Optional Hands-Free Message Playback Subscribers can retrieve messages without pressing a touchtone to select each message.
Issue 3 SECTION 11 MESSAGE RECEIPTS EliteMail VMS/EliteMail Limited A message is received when someone listens to it, even if the person listens only to the beginning of the message or saves the message as new (except for dispatch message groups). This section explains how message receipts work, how receipts differ for message groups, and how to set up message receipts for subscribers. The voice mail system can tell you if any messages you sent are received by a Return receipt or Receipt summary.
EliteMail VMS/EliteMail Limited Issue 3 Here are some sample receipt summaries: “Hugh Yale got all your messages, and left a message...” “Sue Ying got your last message today at 1:30pm, but left no reply.” “Sue Ying hasn’t heard your last message, but left a message...” The Message Receipt Conversation The system plays message receipts as part of your message stack for new messages.
Issue 3 EliteMail VMS/EliteMail Limited If someone opens a dispatch group message and saves it as new, the system does not send a message receipt. For dispatch messages, the system sends a message receipt only after someone listens to the entire message (and it becomes an old message). Control Message Receipts You can control the message receipts a subscriber hears. You can set defaults for each new subscriber message receipt by entering access codes in the Access field on Application Screen Page 5.
EliteMail VMS/EliteMail Limited Issue 3 Avoid the following: • X and Z. The system automatically marks every message with return receipt requested. Subscriber can’t cancel the request. • Z only. The system plays receipt summaries and return receipts for each message, resulting in redundant receipts. Always add the B code when you use Z.
Issue 3 EliteMail VMS/EliteMail Limited If the Action field is Take-msg, the system takes a message from any caller who is routed to the box and passes through the Transfer and Greeting sections of the sequence. For example, if call transfer is active for a subscriber, the voice mail system first tries to transfer a call to the telephone number listed. If the line is busy or unanswered, the system plays the applicable greeting, then takes a message.
EliteMail VMS/EliteMail Limited Issue 3 The settings of many of these fields affect other aspects of the system performance, such as the liveliness of the system conversation or the amount of disk space used. You may need to adjust these fields to meet particular application requirements or optimize system performance. C 5 C F'L (% %5 + . A ) % "> + .
Issue 3 EliteMail VMS/EliteMail Limited Max screening recording When the system screens a call, an outside caller is asked, “Whom may I say is calling?” This field sets the maximum time, in seconds, that the system records a reply to that question. For details, refer to Chapter 2 Section 2 Call Transfer on page 2-11 and Section 3 Screen Calls on page 2-16. The default value is 6 seconds.
EliteMail VMS/EliteMail Limited Issue 3 Beep on Record? When this field is Yes, the system plays a beep after requesting a caller to leave a message to tell the caller when to begin speaking. Disk full warning at mins left Use this field to control when the system warns subscribers that disk space on the voice mail system is getting low.
Issue 3 EliteMail VMS/EliteMail Limited Hold/Archive msgs Use this dual field to control how long the system stores messages that are heard. Hold controls old messages. Archive controls archived messages (messages that the subscriber has saved). The default values are 0/2. Old messages are stored until midnight on the day they are first heard, while archived messages are held for two days after they are saved. You can archive a message more than once.
EliteMail VMS/EliteMail Limited Issue 3 Send Msg Urgent? Use this field to control whether or not messages left by outside callers should be marked urgent. Urgent messages are heard first in a subscriber message stack. Three values are allowed: VALUE DOES THIS Yes All outside caller messages are marked urgent. No No outside caller messages are marked urgent. Ask Callers are asked if they want to leave an urgent message.
Issue 3 EliteMail VMS/EliteMail Limited F 5 C >'L 5 ) 5 & 0 J & %J ; +, & %- ' ,# + .
EliteMail VMS/EliteMail Limited Issue 3 Transaction Box Message Fields Transaction boxes can also take messages. The message-taking fields for a transaction box are shown below. These fields are only active if at least one of the Day: or Nite: fields is Take-msg. The fields operate the same as those on a subscriber Personal Directory page.
Issue 3 EliteMail VMS/EliteMail Limited SECTION 13 MESSAGE WAITING LAMPS Chapter 11 Opening Greeting Chapter 20 Subscribers Appendix B Action Codes The voice mail system can alert subscribers with new messages by turning on a message waiting indicator on the telephone. This eliminates the need to repeatedly check with the system to see if any new messages are received. Usually, this indicator is a message waiting lamp or LED message.
EliteMail VMS/EliteMail Limited Issue 3 Activate Lamps? Enter Yes to turn on the message waiting lamp function for an individual subscriber. On Now? This field indicates the current state of the subscriber message waiting lamp. It can be changed manually when you are testing or resetting message waiting lamps. Set Fields for Message Waiting Lamps System-Wide Message waiting lamp fields that apply to all subscribers are entered at the top of Switch Setup Screen Page 2.
Issue 3 EliteMail VMS/EliteMail Limited Retries: Use this field to set the number of times the system sends the Message Lamp On or Message Lamp Off sequence to the subscriber telephone. Retries are necessary if the message waiting lamp does not light after a single attempt. Interval (mins) Use this field to specify the time (in minutes) between retries. Reset All Lamps? Use this field to tell the voice mail system to immediately reset all message waiting lamps.
EliteMail VMS/EliteMail Limited Issue 3 Correctly setting Line 14 of Application screen Page 2 is vital to light message waiting lamps promptly and call to pagers and extensions. The voice mail system must have at least one port available for dialing out to light message waiting lamps and deliver messages, but more dial-out ports may be required.
Issue 3 EliteMail VMS/EliteMail Limited A/D (Answer/Dial out) This port answers incoming calls. When the port is not answering an incoming call, it dials out to deliver messages and to light message waiting lamps. A/L (Answer/Light Lamps) This port answers incoming calls. When the port is not answering an incoming call, it dials out only to light subscriber message waiting lamps. For details on setting port status options, refer to Chapter 13 Port Applications.
Numeric Access The voice mail system is flexible enough to allow subscribers to leave messages for subscribers, guests, and message groups by pressing either numbers or letters. This chapter describes how a system is set up for numeric access. SECTION 1 SET UP THE SYSTEM FOR NUMERIC ACCESS Areas of the system affected if numeric access is used include: Access to subscribers and guests The Access field on subscriber Personal Directory pages should contain E.
Issue 3 SECTION 2 LEAVE MESSAGES BY NUMBER EliteMail VMS/EliteMail Limited A comparison of the conversation for numeric access and the conversation for lettered access is shown below: NUMERIC ACCESS (USING E ACCESS CODE AND 77 FOR THE SPECIAL SYSTEM ID) LETTERED ACCESS (NO E ACCESS CODE) “Would you like to leave any messages?” “Would you like to leave any messages?” “Please enter the extension number or 77 for groups.” “Please enter the first three letters of the last name...
EliteMail VMS/EliteMail Limited Issue 3 Set Up Special System ID for Numbered Groups With numeric access, message groups have numbers instead of spelled group names. Subscribers send a message to a numbered group by first pressing a special System ID for numbered groups, followed by the group number. This way, the system does not confuse Extension # IDs with message group numbers. Message group numbers do not have to be unique, but all System IDs must be unique.
Opening Greeting The opening greeting is the system greeting for outside callers. Like other parts of the system conversation, the opening greeting has phrases and prompts. Here is a sample opening greeting: “Hello, EliteMail Messaging System. If you are calling from a touchtone telephone, you may enter the extension anytime. If you don’t know the extension, press 411 for a directory. Otherwise, please stay on the line and an operator will be right with you.
Issue 3 EliteMail VMS/EliteMail Limited Each column on this screen represents one port. Line 11, the Opening Greeting Box ID is the message box that contains the Day/Night opening greeting. The bottom half of the screen shows the port-specific options set. Display Additional Ports Only Ports 1~4 are displayed on the screen. If the system has more than 4 ports, press - to view the settings of the next 4 ports.
EliteMail VMS/EliteMail Limited Issue 3 LANGUAGE PROMPT SUBDIRECTORY AND FILENAME Australian English PROMPT\AU\AVPRMPT.AU United Kingdom English PROMPT\UK\AVPRMPT.UK United States English PROMPT\US\AVPRMPT.US Figure 11-2 AVPRMPT Subdirectory Location and Filename Each AVPRMPT file has sections that list the prompts in each prompt set. Each section contains a command (QP=) that defines which prompts in the prompt set should be used for Quick Play.
Issue 3 EliteMail VMS/EliteMail Limited Change the Prompts Used for Quick Play You can edit the QP= command in the AVPRMPT file to change which prompts are used in Quick Play, or use one of these 3 AVPRMPT files shipped with the system: AVPRMPT.ENV Includes the prompts used most often by most systems. Includes prompts for date and time stamps, sending and retrieving messages, reviewing old messages, and many prompts used for setup options. This is the AVPRMPT file used by most systems. AVPRMPT.
EliteMail VMS/EliteMail Limited Issue 3 Use Your Own List of Prompts in Quick Play You can also use your own list of prompts in Quick Play. To do this, you change the prompts defined for Quick Play on the QP= lines in the AVPRMPT file. If you do this, choose only the prompts the system uses most often, or the prompts that are combined with other prompts, such as: “Recorded... at am/pm.” “For no reply, press 2, otherwise I’ll record your message now.
Issue 3 EliteMail VMS/EliteMail Limited Figure 11-4 Sample Music-on-Hold Prompts Used in Quick Play shows how to change the AVPRMPT file so that the music-on-hold prompts (holding prompts 23-32) are used in Quick Play.
EliteMail VMS/EliteMail Limited Issue 3 Exiting to DOS disconnects all calls in progress. 1. Exit the voice mail software. To exit the software, at the voice mail system Banner Screen, press then press . Enter a System Manager ID, and press . 2. Make a backup copy of the AVPRMPT file. (This makes it easier to restore the original AVPRMPT file later if necessary.) For example, change to the prompt subdirectory, then enter: 3. COPY AVPRMPT.US AVPRMPT.OLD, and press 4.
Operator Box An automated attendant cannot completely replace a human operator. The voice mail system provides a special Application Screen, called the Operator Box, for handling calls that go to the operator. Use the Operator Box to define the operator extension, call transfer settings, greetings, and actions the system should take when the operator is unavailable. Decide how the system handles callers after hours.
Issue 3 EliteMail VMS/EliteMail Limited If the caller does not press any touchtones while listening to the opening greeting, the system automatically takes the action set in the action field of the $Greeting transaction directory. If the caller presses the Operator Box System ID (typically zero) while listening to the opening greeting, or anytime the system is listening for an ID, the system connects the caller to the operator.
EliteMail VMS/EliteMail Limited Issue 3 Await Answer Await-Ans is used when the operator does not answer calls. If the operator does not answer a call routed through the voice mail system after the designated number of rings, the voice mail system plays the Operator Box greeting and performs the designated action. Set the number of rings the system should wait to 7 or 8 rings. Wait for Ringback For Wait-Ring, the voice mail system puts the caller on hold and dials the operator extension.
Issue 3 EliteMail VMS/EliteMail Limited The greeting does not have to be an actual greeting. It can be any message you wish. However, it should be consistent with the action taken after the greeting. The actions you may select are described below. Default Greetings The Operator Box default day greeting is: “I’m sorry. The operator is currently unavailable. To try again, press zero. Otherwise, please answer the following questions, and I’ll make sure your message gets attention.
EliteMail VMS/EliteMail Limited Issue 3 Operator Messages Are Public Messages If you set the Operator Box action to T (take a message), any message left in the Operator Box is a public message. This is because most callers reach this message box as a last resort, after trying to reach the operator for assistance. All subscribers with public message access can retrieve an Operator Box message in the same way that they can retrieve a message left in the Public Interview Box.
Issue 3 EliteMail VMS/EliteMail Limited The format for each ID is: P=n Where P is the number of the port assigned to a particular alternate operator, and n is the System ID of the alternate operator box. You can assign more than one port to the same alternate operator box. For example, entering these System IDs: 1=131 2=132 3-4=135 makes Port 1 use the alternate operator System ID 131, Port 2 use 132, and Ports 3 and 4 both use the alternate operator System ID 135.
Port Applications SECTION 1 SET OPENING GREETING OPTIONS BY PORT In most applications, the voice mail system answers every incoming call the same way, regardless of which port the call comes in on. Refer to Figure 13-1 Application Screen Page 2 for 4-Port System. Program special port-specific settings.
Issue 3 SECTION 2 PORT STATUS OPTIONS EliteMail VMS/EliteMail Limited The bottom part of the screen has port-specific options that control how a port is used for answering calls and/or dialing out, how many rings to wait before answering a call, and which Day Mode schedule to use. Port Status The Line 14 Port Status field specifies whether the port is dedicated to answering incoming calls or dialing out calls.
EliteMail VMS/EliteMail Limited Issue 3 Lamp Light Lamps only. The port is dedicated to dialing out to light message waiting lamps exclusively. The port does not dial out to deliver new messages or answer incoming calls. Msg Message Delivery only. The port is dedicated to dialing out to deliver new messages exclusively. The port does not dial out to light message waiting lamps or answer incoming calls. A typical application uses only two port status codes: Answer (Ans) and Answer/Dial (A/D).
Issue 3 EliteMail VMS/EliteMail Limited The system activates a built-in call collision prevention feature if you turn dial tone detection on. (Refer to Chapter 21 Switch Setup.) If a call comes in on a port set to A/D, A/L, A/M, Dial, Lamp, or Msg at the same time the port is attempting to dial out, the system gives priority to the incoming call and terminates the dial-out request. (The dial-out request is put back in the queue.
Public Interview Box and Public Messages The voice mail system provides a Public Interview Box in the Transaction Directory. Messages left in the Public Interview Box or Operator Box or Public Fax Box are public messages that are available to all subscribers with public message access. The system may also be set up to send a public message if a system error occurs.
Issue 3 EliteMail VMS/EliteMail Limited Public Interview Box ID: $PM The Public Interview Box comes with a default $PM System ID. You can change the box ID, but you cannot delete the Public Interview Box or add a new one. If you do change the box System ID, you should also change all references to the old ID. This System ID is typically used with the GotoID→ action set on the Operator Box on Application screen Page 3, or on opening greeting boxes on Application screen Page 2.
EliteMail VMS/EliteMail Limited SECTION 3 DELETE PUBLIC INTERVIEW BOX MESSAGES Issue 3 You can delete all messages in the Public Interview Box. You should delete Public Interview Box messages when system traffic is low. If the box has many messages, the system may not be able to answer calls for several minutes. If you must delete Public Interview Box messages while calls are coming in, forward all voice mail lines to the operator.
Issue 3 SECTION 5 MESSAGES FROM THE PUBLIC INTERVIEW BOX EliteMail VMS/EliteMail Limited Subscribers who have access to public messages, hear any message left in the Public Interview Box after they check all new messages. Each set of responses to the Public Interview Box questions is stored as a single message. A beep is recorded between each response in the interview. You do not hear the original interview questions when you hear the replies.
EliteMail VMS/EliteMail Limited SECTION 6 SET PUBLIC MESSAGE FIELDS Issue 3 Refer to Figure 14-2 Application Screen Page 6, with Public Message Fields. Line 51 has fields that control the Public Interview Box. C 5 C F'L (% %5 + . A ) % "> + .
Issue 3 EliteMail VMS/EliteMail Limited Also Refer To: 14 - 6 Chapter 6 Interview Boxes Chapter 9 Section 1 Message Types on page 9-1 Chapter 9 Section 10 Message Playback on page 9-31 Chapter 11 Opening Greeting Chapter 12 Operator Box Chapter 13 Port Applications Chapter 15 Recording Voice Fields Chapter 17 Schedules Public Interview Box and Public Messages
Recording Voice Fields A voice field on a system screen allows access to a recording. The System Manager accesses voice field recordings at the console. Subscribers can access some voice fields by telephone. Voice field recordings include: prompts, recorded names, greetings, introductions, and interview questions. Each recording is stored in a voice field if the recording is made at the console or by telephone.
Issue 3 EliteMail VMS/EliteMail Limited Many voice fields throughout the system store recordings by the System Manager or individual subscribers, such as voice names, individual greetings, or group voice names. SECTION 2 HOW VOICE FIELDS ARE DISPLAYED If a voice field contains a recording, it displays a number (e.g., :5 or 0:05). The number indicates how many seconds the recording lasts. In a voice field large enough for only two characters, recordings lasting longer than 9 seconds are indicated by >9.
EliteMail VMS/EliteMail Limited Issue 3 Most prompts recorded in the system voice are displayed on the Voice Prompt Editor Screen. The Voice Prompt Editor has a prompt set for each language installed. A prompt set is a group of prompts relating to a specific part of the conversation. The prompts the system plays when an outside caller reaches a subscriber voice mailbox are stored in the MB-Message Box prompt set.
Issue 3 EliteMail VMS/EliteMail Limited If you decide to record part of the system conversation, remember that the voice mail system is often the first contact people have with your organization. The quality of the system recordings (the volume, tone, clarity, and timing) reflects the image of your organization. You should verify that the recordings are easy to understand, and sound friendly and professional.
EliteMail VMS/EliteMail Limited Issue 3 Establish a Local Connection To change any other voice field recording, use a telephone near the console, so you can speak into the telephone and reach the console keyboard at the same time: 1. Call the system. Monitor the port status found in the upper-left corner of the screen. Watch for the port taking the call. (If the system has more than 12 ports, press - 5 to view the port status for the additional ports).
Issue 3 EliteMail VMS/EliteMail Limited Listen to the Recording After you make a recording, listen to it to verify that it is correct. SECTION 6 CHANGE OPENING GREETING SECTION 7 COPY RECORDINGS 1. If necessary, establish a local connection. 2. Move the cursor to highlight the voice field containing the recording you want to hear. 3. Press 0 . To change an opening greeting, you can make the recording from any telephone without using the console. 1. Plan the recording. 2.
EliteMail VMS/EliteMail Limited Issue 3 Copy a sound file to a voice field: 1. Sign in to the system and highlight the voice field where you want to copy the recording. 2. Press . The system displays the Command Menu. 3. Press to Copy. 4. Press ! for Into current field. 5. Enter the filename of the sound file, and press . If you are copying the recording from a floppy disk, remember to begin the filename with the drive letter (A: or B:).
Issue 3 EliteMail VMS/EliteMail Limited 11. The system asks if you want to replace or append to the current voice field recording. Press / to append. After the recording is appended, the voice field displays how many seconds the complete recording lasts. 12. Repeat these steps if you want to add another recording. Append a Beep The system is shipped with a prerecorded beep that you can append to the end of any recording. This is useful when the Beep on record? field on Application screen Page 6 is No.
EliteMail VMS/EliteMail Limited Issue 3 5. Enter SILENCE, and press . The system asks if you want to append or replace the prompt. 6. Press / to append the silence or press 8 to record only silence in the field. The voice field displays how many seconds the recording, including the silence, lasts. 7. Repeat these steps if you want to add another half second of silence.
Issue 3 EliteMail VMS/EliteMail Limited Also Refer To: 15 - 10 Chapter 11 Opening Greeting Chapter 12 Operator Box Chapter 13 Port Applications Chapter 14 Public Interview Box and Public Messages Chapter 17 Schedules EliteMail VMS/EliteMail Limited Voice Mail User Guide #750178-0 Recording Voice Fields
Reports The voice mail system can provide a great deal of information about your organization incoming and outgoing telephone calls. You can use the information to help make decisions about your organization, such as staffing levels, productivity, and your telephone hardware needs.
Issue 3 EliteMail VMS/EliteMail Limited The system can store a file for each of the last 365 days, but to conserve disk space you should set the value in the Call Report Aging field to no more than 31 days. SECTION 2 USAGE REPORTS If you choose a start date for a report that is earlier than the number of days in the Call Report Aging field, the report covers only the number of days in the field. Always check the top of the report to find the actual start and stop dates for the report.
EliteMail VMS/EliteMail Limited Issue 3 The bar graph report for the entire system shows the percentage of each hour that the voice mail system ports were in use. Refer to Figure 16-3 Sample System Usage Bar Graph Report. This percentage equals the number of minutes the ports were busy, divided by the number of minutes they could have been busy. The number of minutes they could have been busy equals 60 minutes times the number of ports on the system.
Issue 3 EliteMail VMS/EliteMail Limited A usage table for the entire system shows, for each hour of the day, the total number of calls answered by each system port, and the total number of minutes the calls lasted. Refer to Figure 16-5 Sample System Usage Table Report. The report also includes grand totals for day, night, and an entire 24-hour period. For reports, DAY refers to the hours between 6:00am and 6:00pm, and NIGHT refers to the hours between 6:00pm and 6:00am.
EliteMail VMS/EliteMail Limited SECTION 3 DIRECTORY REPORTS Issue 3 Directory reports show you the structure of the system, its subscribers, System IDs, message groups, and numeric directory assistance. You can run the report for everyone enrolled in the system, for all Extension # IDs, for message groups, or for numeric directory assistance. Subscriber Report The Subscriber Report lists each subscriber and guest enrolled in the system. Refer to Figure 16-6 Subscriber Report.
Issue 3 EliteMail VMS/EliteMail Limited ^ ; L ^ ^ ; '#,'>, K "' F ^ ^ ^ ^ ()L 5 .
EliteMail VMS/EliteMail Limited Issue 3 When listing groups owned by an individual subscriber, the report includes open and private groups. 7 G L ^ 7 A % ) A ) ) + '#,'>, K ) "' #" ^ ^ ^ ^ 7 A .A % A )& 9 0 ^ ^ 3333333333333333333333 3333333 333333333 3333333333333333333333333 ^ ^ A . A = .
Issue 3 EliteMail VMS/EliteMail Limited Directory Group List This report shows all the directory groups and directory menus in the system. Refer to Figure 16-11 Directory Group List. L ^ % &) . 7 A % ) ) + '#,'>, K ) "' >! ^ ^ ^ ^ 7 A .A % &) . ^ ^ 3333333333333333333333 33333333333333 3333333333333 ^ ^ && ) % 7 A ^ ^ ) -%& J ^ ^ %& % &) .
EliteMail VMS/EliteMail Limited SECTION 5 CALL LOG Issue 3 This report (called REPLOG) records all calls the voice mail system answers, dials, or transfers. You can run it for the system, or for an individual subscriber or System ID, and the system creates an ASCII file called REPLOG.PRN that you can import into most database and spreadsheet programs for further analysis. Refer to Figure 16-13 Call Log. The REPLOG.PRN file contains a record of each call placed to the system.
Issue 3 EliteMail VMS/EliteMail Limited FIELD LENGTH DESCRIPTION Port 2 Voice mail answering port answering this call. Date 10 Date of call: YYMMDD format. Time 10 Time of call: HH:MM:SS format.
EliteMail VMS/EliteMail Limited SECTION 6 ERROR LOG Issue 3 This report lists system errors, including the error code, the port on which the error occurred, and the date and time the error occurred. Use this report to identify system problems. Write down the error code and contact Technical Support. P 2 &C=&@ &C='$ ) &C='$=9@ $ $$J " * < < " * ) .........................
Issue 3 EliteMail VMS/EliteMail Limited Access the Reports Menu 1. At the voice mail system Banner Screen, press to sign in. Enter a System Manager ID, and press . If asked, enter the System Manager security code, and press . 2. From any system screen, press . The Command Menu appears. 3. Press 8 for Reports. The Reports Menu appears. Run a Usage Report 1. At the Reports Menu, verify that Usage reports is highlighted, and press . 2.
EliteMail VMS/EliteMail Limited Issue 3 4. If running a List of Message Groups report, answer the yes-and-no questions to list: All groups in the system Open groups in the system The groups owned by a particular subscriber. 5. If running a Members in Group report, enter the group name, and press . Press to confirm. 6. If running a Groups Including Person report, enter the subscriber or guest last name, and press . Press to confirm.
Issue 3 SECTION 9 CHOOSE THE REPORT OUTPUT EliteMail VMS/EliteMail Limited After a report is created, you can view it on-screen or copy it to a new disk file that can be imported to other programs. View a Report On Screen 1. Run the report. The Output Menu is displayed. 2. Press . The system displays the report. To move through the report, press , * , , , 1 2 , or 3 , or use the Jump command.
EliteMail VMS/EliteMail Limited Issue 3 Copy the Report to a File 1. Run the report. The system displays the Output Menu. 2. Press to highlight Copy, and press . 3. Select a filename for the report. By default, the system displays the filename that appears at the top of the Output Menu. To accept the default filename and copy the new report file to the directory containing the system files, press . Copy the report to a floppy disk 1. Insert the disk in drive A 2.
Issue 3 EliteMail VMS/EliteMail Limited REPORT TYPE FILENAME Any Usage Graph Report GRAPH.RPT Any Usage Table Report TABLE.RPT Subscriber Report SUBSCRIB.RPT Extension List EXTENSIO.RPT List of Message Groups GROUPLIS.RPT Group Membership GROUPMEM.RPT Groups Including Person MEMBERSH.RPT Directory Assistance DRLIST.RPT Busy Ports BUSYPORT.RPT Call Log REPLOG.PRN Error Log ERRLOG.
Schedules Most offices are not open around the clock. You can configure the voice mail system to handle calls differently during the hours your company is closed. You define for the system the hours and days of the week your office is open for business. You can also specify holidays when your office is closed. This chapter describes how to set the system schedules and how they affect the system Day and Night Modes of operation. Refer to Figure 17-1 Application Screen Page 4.
Issue 3 SECTION 2 MULTIPLE SCHEDULES EliteMail VMS/EliteMail Limited You can define up to four different Day Mode schedules (#1 - #4) then assign particular system ports or transaction boxes a different Day Mode schedule. For example, if you had a Customer Service Department that was open on weekends when the rest of the office was closed, you might create an extended Day Mode schedule for the calls routed to that department from a particular port.
EliteMail VMS/EliteMail Limited SECTION 3 DAY MODE SCHEDULE Issue 3 To define a Day Mode schedule, enter the Day Mode hours and days under that schedule heading. For example, enter normal business hours under the Schedule #1 field. Typically, you need to enter only one range of hours in the a: field. If your company is open from 8 to 5, Monday through Friday, enter 8:00am - 5:00pm MTWHF in the a: field under Schedule #1.
Issue 3 SECTION 5 CHANGE CURRENT SCHEDULE BY TELEPHONE SECTION 6 HOLIDAYS EliteMail VMS/EliteMail Limited 1. Call the system and sign in with your Personal ID and security code. 2. Press 0 to skip to the System Manager conversation. 3. Press 9 to skip to the system schedule options. You may specify up to 18 different holidays and the system operates in Night Mode for the entire day. Enter your company holidays on the two rows below 33. Holidays. You may enter up to 9 holidays on each row.
EliteMail VMS/EliteMail Limited SECTION 8 SET DAYLIGHT SAVINGS TIME Issue 3 You may configure the system to automatically adjust to Daylight Savings Time. To activate this feature, set the Daylight Savings? field to Yes. In the Date On and Off fields, enter the dates that Daylight Savings Time begins and ends for the current year. These settings should be updated yearly. At 2:00am on the date in the Date On field, the system clock is set ahead by the time in the Hours field.
Screens This chapter describes system screens and the keys used to move around the screens and indicates where in this manual to find more details on a field. To find details in the system on-screen help, highlight a field, and press . SECTION 1 THE BANNER SCREEN This screen, displayed before you sign in at the console, gives information about system ports, date and time, system schedule, and hours of storage available on the system hard disk.
Issue 3 EliteMail VMS/EliteMail Limited NEC Corporation should read NEC America, Inc. Figure 18-2 The Limited Banner Screen Port Status The upper-left corner of the screen shows port numbers (1, 2, 3,4) and an abbreviation for each current status. A port is a telephone line connection. Status changes while calls are answered and processed. Date & Time The upper-right corner of the screen shows the date and time using the system internal clock.
EliteMail VMS/EliteMail Limited Issue 3 Day or Night Mode Between the time and date, the system shows either DAY or NIGHT, depending on whether Schedule #1 is in Day Mode or Night Mode. Keylock Status Just below the date and time is an area that shows if the Caps Lock, Numb Lock, or Insert key is active on the console keyboard.
Issue 3 EliteMail VMS/EliteMail Limited One-line Reminder At the bottom of the screen, immediately below the function key list, is a one-line reminder. This tells you what the system expects you to enter. As you enter information in the system, watch this area for quick reminders. Refer to Appendix D Console Shortcut Keys for detailed descriptions of the keys you can use to move quickly between screens, pages and fields.
EliteMail VMS/EliteMail Limited Issue 3 Figure 18-3 The System Screens Reference 18 - 5
Issue 3 SECTION 3 APPLICATION SCREEN PAGE 1 EliteMail VMS/EliteMail Limited Use Page 1 to store general information about the configuration and set station numbers. Refer to Figure 18-4 Application Screen Page 1. " 5 C "L %) A . #L ) &) * 233333333333333333333333333333 0 + 3333333333333333333333333333333338 !L ) ) = , ) )% ' ,' ,+ . ' >L .
EliteMail VMS/EliteMail Limited Issue 3 All Ports Busy Action Tells how the NEC telephone system responds: ring until answered, forward to the operator, or play a busy signal. Trunk Pilot # The telephone number outside callers dial to reach voice mail. # of Trunks Answered The number of trunks the voice mail system answers. Alternate Trunk #s Three other numbers outside callers use to reach voice mail. Voice Port Stations The number of ports on the system used for voice mail.
Issue 3 EliteMail VMS/EliteMail Limited Line 11 The field on this line sets up your opening greeting. For more details, refer to Chapter 11 Opening Greeting, Chapter 13 Port Applications, and Chapter 15 Section 3 The Voice Prompt Editor Screen on page 15-2 for Quick Play. Port Status This field controls how the system uses each port to answer, route calls, and to dial out to notify subscribers of voice mail received. Refer to Chapter 13 Port Applications.
EliteMail VMS/EliteMail Limited Issue 3 Voice Name The Operator Box recorded name. Rings This field indicates the number of times the voice mail system should ring the operator extension before taking the next step in the Transfer Greeting Action structure for Await Answer and Wait for Ringback transfer only. Intro This voice field contains a short recording that the system plays to the caller before attempting to transfer the call to the operator.
Issue 3 EliteMail VMS/EliteMail Limited Max-msg This applies only if the Action is Take-msg. This field sets the time in seconds (maximum 9999 or 2 hours, 46 minutes) an outside caller message can last. For more details, refer to Chapter 9 Section 12 Take a Message on page 9-45. Edits OK? Applies only if the Action is Take-msg. This field controls whether outside callers are asked if they want to add to, listen to, or record their messages again.
EliteMail VMS/EliteMail Limited SECTION 6 APPLICATION SCREEN PAGE 4 Issue 3 Use Page 4 to set Day and Night Modes, and to schedule holidays. Refer to Figure 18-7 Application Screen Page 4. For more details about the fields on this screen, refer to Chapter 17 Schedules. > 5 C !'L + .
Issue 3 EliteMail VMS/EliteMail Limited Holidays Line 33, Holidays contains fields for up to 18 dates. Dates are entered in day-month format (e.g., 15-Jan). If the Ignore holidays? field is No, the system operates on a NIGHT schedule all day each holiday. Daylight Savings? Line 34 fields control daylight savings time for systems in North America. To turn on this feature, set this field to Yes. Set the Date On and Off fields to the Sunday dates when the time changes.
EliteMail VMS/EliteMail Limited Issue 3 Transfer Controls if and how calls are transferred to a subscriber telephone extension. For more details, refer to Chapter 2 Section 2 Call Transfer on page 2-11, Section 3 Screen Calls on page 2-16, and Chapter 9 Section 12 Take a Message on page 9-45. Action Action the system takes after playing a subscriber greeting.
Issue 3 EliteMail VMS/EliteMail Limited Expanded Transfer Options Press - , then press , and press to view additional call transfer settings on Application screen Page 5. Refer to Figure 18-10 Application Screen Page 5 with Expanded Transfer Options For more details, refer to Chapter 2 Section 2 Call Transfer on page 2-11, Section 3 Screen Calls on page 2-16 and Chapter 9 Section 12 Take a Message on page 9-45.
EliteMail VMS/EliteMail Limited SECTION 8 APPLICATION SCREEN PAGE 6 Issue 3 Use Page 6 to configure system-wide parameters. Figure 18-11 Application Screen Page 6. C 5 C F'L (% %5 + . A ) % "> + .
Issue 3 EliteMail VMS/EliteMail Limited Skip Back Time On # The time in seconds the system moves forward or backward when a subscriber presses the pound key or the 7 or 9 keys during message playback. Refer to Chapter 9 Section 12 Take a Message on page 945. Max ID Attempts The number of times a subscriber can try to enter a valid Personal ID. Refer to Chapter 22 System IDs.
EliteMail VMS/EliteMail Limited Issue 3 DOS Surrender Daily/Weekly/Monthly Lets you program the system to exit to DOS automatically to back up the system, run utility programs, or run reports. For details, refer to Chapter 26 Back Up and Restore. Startup Lets you program special options that take effect when you start the voice mail system. Error Notices to Sets who receives a voice message if certain system errors occur. For details, refer to Chapter 9 Messages.
Issue 3 EliteMail VMS/EliteMail Limited Alt Action Sets the action the system takes if the fax extension does not answer, or is busy (and call holding is not allowed). Announce Controls whether or not the system sends a public message when it delivers a fax to the fax machine, and whether or not the system asks an outside caller to record a message describing the fax.
EliteMail VMS/EliteMail Limited Issue 3 Access Uses one-letter codes to turn on or turn off specific system features. New Msgs / Total The number of new messages waiting, and the time in minutes and seconds the messages last. The total number of messages includes new messages and old messages. Transfer? Controls whether or not calls are transferred to the subscriber extension.
Issue 3 EliteMail VMS/EliteMail Limited Max-msg Sets the time in seconds (Maximum 9999) messages from outside callers can last. This field applies only if the Action field is Take-msg. Refer to Chapter 9 Section 12 Take a Message on page 9-45. Edits OK? Controls whether or not outside callers are asked if they want to add to, listen to, or record their message again. This field applies only if the Action field is Take-msg.
EliteMail VMS/EliteMail Limited SECTION 11 EXPANDED TRANSFER OPTIONS Issue 3 Press - , then press , and press to display additional call transfer options for a subscriber. Refer to Figure 18-14 Personal Directory Screen with Expanded Transfer Options. % 7 B ' $ %& ' '# () % * B ' +, & %- ' ,# + .
Issue 3 EliteMail VMS/EliteMail Limited After Msg Defines action the system takes after recording a message for this subscriber from an outside caller. Refer to Chapter 9 Section 12 Take a Message on page 9-45. SECTION 12 GUESTS The system also allows subscribers to host guests on the system. Guests are greeted by name and can exchange messages with their host subscriber. They have limited system privileges. The Personal Directory includes a page for each guest in the system.
EliteMail VMS/EliteMail Limited SECTION 13 GROUPS SCREEN Issue 3 Use the Groups Screen to set up message groups, directory groups, and directory menus. Message Group Use a message group to send the same message to several subscribers at once. Refer to Figure 18-16 A Message Group For details, refer to Chapter 9 Section 7 Message Groups on page 9-18.
Issue 3 EliteMail VMS/EliteMail Limited Directory Group Lets you create numeric directory assistance. Refer to Figure 18-17 A Directory Group. The fields on this screen are described in detail in Chapter 3 Directory Assistance. 7 G 7 A 5 b b % &) .
EliteMail VMS/EliteMail Limited Issue 3 Directory Menu A one-key dialing menu for numeric directory assistance. Refer to Figure 18-18 A Directory Menu. For details, refer to Chapter 3 Directory Assistance. 7 G %& % &) . 5 b b % &) . M>"" $ %& ' '# 23333333333333333333333333333333333333333333333333333333333333333333333333333338 ? . % &) . .
Issue 3 SECTION 14 TRANSACTION DIRECTORY SCREEN EliteMail VMS/EliteMail Limited Use the Transaction Directory to create transaction boxes and interview boxes that are the building blocks for special applications using special call routing, audiotext, information menus, directories, and interviews. You can also set up special voice detect applications for callers who want to speak their answers, instead of pressing touchtones.
EliteMail VMS/EliteMail Limited Issue 3 Transfer Day? Nite? Use these fields to turn call transfer on or off for Day Mode and Night Mode. Refer to Chapter 2 Section 2 Call Transfer on page 2-11 and Section 3 Screen Calls on page 2-16. Call Transfer Type This unlabeled field, below the Nite? field, sets call transfer. Refer to Chapter 2 Section 2 Call Transfer on page 2-11 and Section 3 Screen Calls on page 2-16 and Chapter 9 Section 12 Take a Message on page 9-45.
Issue 3 EliteMail VMS/EliteMail Limited Edits OK? Applies only if the Action field is Take-msg and controls whether or not outside callers are asked if they want to add to, listen to, or record their message again. Refer to Chapter 9 Section 12 Take a Message on page 9-45. Send Msg Urgent? Controls whether or not messages left by outside callers should be marked urgent. Refer to Chapter 9 Messages. After Msg Controls how the system handles the call after recording a message from the caller.
EliteMail VMS/EliteMail Limited Issue 3 Voice name The interview box recorded name. Question The recording for each of the questions in the interview and the number of seconds the question lasts. You can record up to 20 questions per interview. Reply The time in seconds outside callers are allowed to record their reply to a question. Send Msg Urgent Controls whether or not messages left by outside callers should be marked urgent. Refer to Chapter 9 Messages.
Issue 3 EliteMail VMS/EliteMail Limited Voice Detect You can use voice detect boxes to program the voice mail system to recognize when an outside caller says Yes or remains silent to answer a question. Refer to Figure 18-22 Sample Voice Detect Box. This screen is described in detail in Chapter 25 Voice Detect. $ %& + ) &) J ( $ %& + ) &) J ( 5 = . .
EliteMail VMS/EliteMail Limited SECTION 15 VOICE PROMPT EDITOR SCREEN Issue 3 Use the Voice Prompt Editor Screen to listen to, record, or copy system prompts. Refer to Figure 18-23 Voice Prompt Editor Screen. The fields on this screen are described in detail in Chapter 15 Recording Voice Fields. Press to move forward through the prompt sets. Press #$%& - to move backward through the prompt sets.
Issue 3 SECTION 16 SWITCH SETUP SCREEN PAGE 1 EliteMail VMS/EliteMail Limited Use Page 1 to fill in values automatically for your NEC telephone system. Refer to Figure 18-24 Switch Setup Screen Page 1. For details on any field on the Switch Setup Screen, refer to Chapter 21 Switch Setup.
EliteMail VMS/EliteMail Limited Issue 3 Busy Recall The sequence the voice mail system dials to return to the outside caller if an extension is busy. TT Prompt/Msg/Record The minimum time, in hundredths of a second, the voice mail system expects a touchtone to last. Normally, you should not change the values in these fields. Release on LCR? Controls whether or not the voice mail system assumes the caller has hung up when it receives a loop current open signal.
Issue 3 EliteMail VMS/EliteMail Limited Message Lamp On The code to turn message waiting lamps on. Message Lamp Off The code to turn message waiting lamps off. Retries The number of additional times the voice mail system should dial each message waiting lamp on/off code to verify that it takes effect. Interval (mins) The time to wait between dial-out attempts to light the same message waiting lamp. Reset All Lamps? Lets you manually cause the system to light message waiting lamps.
EliteMail VMS/EliteMail Limited Issue 3 Max Lines Holding Total The maximum number of calls allowed to hold at one time on the entire system. Refer to Chapter 2 Section 1 Call Hold on page 2-1. Max Lines Holding For Ext The maximum number of calls allowed to hold at one time for a particular extension. Refer to Chapter 2 Section 1 Call Hold on page 2-1.
Issue 3 SECTION 18 SWITCH SETUP SCREEN PAGE 3 EliteMail VMS/EliteMail Limited Use Line 20 through Line 28 on Page 3 to modify ring detection values. Refer to Figure 18-26 Switch Setup Screen Page 3. The fields on this screen should be changed only if you are experiencing problems with ring detection. D G ! 5 ! #'L . % .
Security Codes A subscriber security code prevents unauthorized callers from accessing confidential messages. For maximum security, the system never displays the security code on the screen or reads it over the telephone, even to the subscriber. System Managers cannot change or set a subscriber security code. Only the subscriber can set the code, and only by telephone.
Issue 3 SECTION 3 USE A SECURITY CODE EliteMail VMS/EliteMail Limited When a subscriber who has set a security code calls the system and enters a Personal ID, the system asks: “Please enter your personal security code.” The subscriber then enters the security code on the keypad. If the subscriber enters the code correctly, the system begins the subscriber conversation. If the subscriber enters the wrong security code, the system informs the subscriber, then restarts the call.
EliteMail VMS/EliteMail Limited Issue 3 If your organization uses the first-time enrollment conversation, you can further protect the voice mail system by limiting the number of unused voice mailboxes on the system. Check the Personal Directory frequently to find out if new subscribers are promptly enrolling themselves by telephone. Contact any subscribers not yet enrolled, and encourage them to do so. Delete unused voice mailboxes from the system.
Issue 3 EliteMail VMS/EliteMail Limited Delete a subscriber security code at the console 1. Press to sign in at the voice mail system Banner Screen. 2. Enter a System Manager ID, and press . If asked, enter the System Manager security code, and press . 3. Press - to jump to the Personal Directory Screen. 4. Press (or use the Jump command) to display the subscriber Personal Directory Page. 5. Press . 6.
Subscribers Most people enrolled in the voice mail system are called subscribers. A subscriber can receive messages from outside callers, leave messages for other subscribers, be a host for guests, create message groups by telephone, and use many of the system voice mail and automated attendant features. The system uses a page of the Personal Directory to store each subscriber Personal ID, Extension # ID, personal greetings, and settings for call transfer and message delivery.
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EliteMail VMS/EliteMail Limited Issue 3 You can also add the F access code to the Access field on individual subscriber Personal Directory pages. The system plays the enrollment conversation for those subscribers the next time they use the voice mail system. The system does not deliver messages or turn on message waiting lamps for subscribers with the F access code. The system enables message delivery only after enrollment.
Issue 3 EliteMail VMS/EliteMail Limited Hold/Archive msgs This dual field defines how long the system saves the subscriber old and archived messages. The hold time or the archive time can be set to up to 99 days. However, to conserve disk space, you should set it for 7 days or less. Access Uses one-letter codes to turn on or turn off specific system features. You can specify combinations of the access codes listed and described in Appendix A Access Codes.
EliteMail VMS/EliteMail Limited Issue 3 Greeting Contains the voice fields for the subscriber standard, internal, and alternate personal greetings. The system indicates the greeting currently being used with >>. If a field displays 0:00, no greeting is recorded and the subscriber uses the system default standard, internal, and alternate greetings. You can use a local connection to record a subscriber greeting. For details, refer to Chapter 15 Recording Voice Fields.
Issue 3 EliteMail VMS/EliteMail Limited #1 - #4 Lines 1 through 4 each set a message delivery telephone number, schedule, and delivery method. Subscribers can also change message delivery telephone numbers, schedules, or delivery methods by telephone. For details, refer to Chapter 9 Section 13 Message Waiting Lamps on page 9-54.
EliteMail VMS/EliteMail Limited Issue 3 Remove an access code SECTION 5 EXPANDED TRANSFER OPTIONS WINDOW 1. Highlight the [ ] to the left of the description of the code. 2. Press # " . 3. Repeat steps 1 and 2 for each access codes to delete. 4. Press to close the Access Code Options window. You can use an Expanded Transfer Options window to set advanced call transfer options for a subscriber or for all new subscribers added to the system.
Issue 3 EliteMail VMS/EliteMail Limited To view the default Expanded Transfer Options for each new subscriber, press - , then press , and press at Application screen Page 5. Refer to Figure 20-5 Default Expanded Transfer Options. F 5 C >'L 5 ) 5 & 0 J & %J ; +, & %- ' ,# + .
EliteMail VMS/EliteMail Limited Issue 3 Send Msg Urgent? Controls urgent messages. If this field is Yes, every message from an outside caller is marked urgent. If this field is Ask, the system asks an outside caller whether or not to mark the message urgent. If this field is No, outside callers cannot leave urgent messages. After Msg Controls what follow-up action the system takes after taking a message. This field applies only if the Action field is Take-msg.
Issue 3 EliteMail VMS/EliteMail Limited Set up the personal secretary feature for a subscriber SECTION 7 ADD SUBSCRIBERS Use the Action field to tell the system how to handle the caller if no touchtones are entered during the subscriber greeting. Use the After Msg field if you want the system to automatically route outside callers to another System ID after they leave a message. Program a one-key-dialing menu to allow callers to choose where their call is routed.
EliteMail VMS/EliteMail Limited Issue 3 The Main Steps to Add Subscribers Program the default settings for new subscribers. Set the fields for the features most subscribers use, including access codes, call transfer, call holding, message notification and delivery, and the enrollment conversation. Add Mailboxes Using the Telephone 1. Call the system and sign in with your Personal ID and security code. 2. Press 0 to skip to the System Manager conversation. 3.
Issue 3 EliteMail VMS/EliteMail Limited 1. At the voice mail system Banner Screen, press to sign in. Enter a System Manager ID, and press . If asked, enter the System Manager security code, and press . 2. Press - to display the Personal Directory. 3. Press to Add. 4. Press to select Range, and press . 5. Enter the starting number of the range, and press " . Enter the ending number of the range, and press .
EliteMail VMS/EliteMail Limited Issue 3 j!">k !"> $ %& ' '' () % * !"> +, & %- ' ,# + .
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EliteMail VMS/EliteMail Limited Issue 3 Active This field tells you whether the standard (STD) or alternate (ALT) greeting is currently active. The internal greeting is used only when the standard greeting is active. Int This field indicates when the subscriber internal greeting is activated. It is initially Yes for all subscribers, but you can set it to No systemwide on Application screen Page 5.
Issue 3 EliteMail VMS/EliteMail Limited Delete subscriber or reset mailbox for new subscriber using the telephone 1. Call the system and sign in with your Personal ID and security code. 2. Press 0 to skip to the System Manager conversation. 3. Press to skip to the change mailbox options. Delete subscriber using the console 1. Sign in to the system and press - to display the Personal Directory. Press (or use the Jump command) to display the subscriber page. 2. Press .
EliteMail VMS/EliteMail Limited SECTION 10 THE SUBSCRIBER CONVERSATION Issue 3 Subscribers use the voice mail system by calling from any touchtone telephone and entering a Personal ID and security code. Most subscribers use the system by answering a series of yes-and-no questions. This series of questions lets subscribers perform the following basic actions: Check new messages Leave messages Review old messages Change setup options.
Issue 3 EliteMail VMS/EliteMail Limited Quick Option Menus Some subscribers may want to hear special quick option menus in place of the yes-and-no subscriber conversation. To do this, add the M access code to the subscriber Access field. For details on the quick key sequences and how the menu mode conversation works, refer to the EliteMail VMS/EliteMail Limited Voice Mail User Guide #750178-0 and the Quick Option Menus card.
Switch Setup The voice mail system works with the NEC Electra Elite telephone system (or switch) at the Switch Setup screen. The voice mail system is shipped with predefined parameters for each NEC telephone system, and filling in the fields on the Switch Setup screen usually is as easy as identifying your NEC telephone system. This chapter explains the Switch Setup screen fields and provides guidelines for changing them after installation.
Issue 3 EliteMail VMS/EliteMail Limited The Switch Setup screen sets the following information about the NEC Electra Elite telephone system: Call transfer access codes Message waiting lamp activation codes Outdial access code DTMF (touchtone) sensitivity Ring and busy cycle characteristics. The voice mail system is shipped with a Switch Setup Library that includes the parameters predefined for NEC telephone systems.
EliteMail VMS/EliteMail Limited Issue 3 % *"#F" ^ D G ^ ^ 0%)& ) A & & ) % ) A 5 % 5 )% ^ ^ ) ) + 5% 0 ) - %& % . ) 0 = 0%) . ) A . ) L ^ ^ ^ ^ SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS ^ ^ S OE"P % 5 A ) A )%& ) A . ) S ^ ^ S & ) . & 5% + 5 ) - %& % .
Issue 3 SECTION 4 SET INTEGRATION OPTIONS EliteMail VMS/EliteMail Limited The Integration Options field on Line 2 of Switch Setup screen Page 1 sets special integration options that control how the voice mail system works with the NEC Electra Elite telephone system, including: Dialtone detection Outdial trigger length for external calls Particular NEC telephone system integrations.
EliteMail VMS/EliteMail Limited Issue 3 The specific call transfer sequences are: • Initiate The Initiate sequence is dialed by the voice mail system to put an outside caller on hold and ring an internal extension. The &X stands for go on hook then off hook, then dial the extension number. • Recall The Recall sequence is dialed by the voice mail system to return to the outside caller when the internal extension did not answer.
Issue 3 EliteMail VMS/EliteMail Limited These minimum values, stored on Line 5 of Switch Setup screen Page 1, are specified in hundredths of a second (e.g., 6 means ignore tones shorter than 6 hundredths of a second or 60 milliseconds). Unless you experience problems with the system failing to recognize touchtones, do not change these values. If you experience this problem, try reducing the prompt DTMF length by one unit at a time until the voice mail system consistently recognizes dialed touchtones.
EliteMail VMS/EliteMail Limited SECTION 8 CONTROL MESSAGE WAITING LAMPS Issue 3 Message waiting lamps are programmed on Switch Setup screen Page 2. Refer to Figure 21-3 Switch Setup Screen Page 2. D G # 5 ! "' L A ; ) % " 55 ; ) - X % Y F ) A 9 % .
Issue 3 SECTION 10 CONTROL CALL HOLDING EliteMail VMS/EliteMail Limited When the voice mail system tries to transfer a call and the line is busy, the caller can hold until the line becomes free. This process is described in Call Holding. The following field on Switch Setup screen Page 2 affects call holding.
EliteMail VMS/EliteMail Limited SECTION 12 CONTROL LIVE RECORD Issue 3 These fields control Live Record at your site. Refer to Figure 21-4 Live Record Fields. D G # 5 ! "'L A ; ) % " 55 ; ) - X % Y F ) A 9 % .
Issue 3 SECTION 13 SET REFRESH INTERVAL FOR CONSTANT MESSAGE COUNT EliteMail VMS/EliteMail Limited You can set the refresh interval on Switch Setup screen Page 2. Refer to Figure 21-5 Constant Message Count Refresh Rate. D G # 5 ! "' L A ; ) % " 55 ; ) - X % Y F ) A 9 % .
EliteMail VMS/EliteMail Limited Issue 3 Switch Setup screen Page 3, Lines 20 through 28 list the fields that tell the voice mail system what signal patterns to expect on the NEC Electra Elite telephone system. Refer to Figure 21-6 Switch Setup Screen Page 3. D G ! 5 ! #' L . % .
System IDs System IDs are crucial to proper system operation. They route calls to the proper extensions and mailboxes and can be used to link boxes for advanced call routing and audiotext features. Each subscriber, guest, interview box, transaction box, voice detect box, directory group, or directory menu, is identified by a unique System ID. The system also uses a unique System ID for automatic directory assistance and sending messages to numbered groups.
Issue 3 EliteMail VMS/EliteMail Limited Extension # IDs The caller dials An Extension # ID to reach a subscriber. Think of it as the address of the subscriber voice mailbox on the system. Usually an Extension # ID matches a subscriber actual telephone extension number. However, this may not always be the case. Two subscribers who share the same telephone extension have different Extension # IDs on the voice mail system. Personal IDs A Personal ID identifies the caller to the system.
EliteMail VMS/EliteMail Limited SECTION 2 SPECIAL SYSTEM ID FOR NUMBERED GROUPS Issue 3 You may allow subscribers to leave messages for message groups by pressing numbers to identify the group, instead of spelling the group name. To allow subscribers to do this, you enter a special System ID in the ID for Num Groups field on Application Screen Page 6, and start each group name with three digits (e.g., 234 Sales Department).
Issue 3 SECTION 4 HOW THE SYSTEM LISTENS FOR IDS EliteMail VMS/EliteMail Limited When the system asks a subscriber a question, it listens for touchtones that indicate the subscriber answer, usually 1 for yes, 2 for no, or a quick option menu choice. When the system asks for an extension number, it is listening for a System ID. At other times when the system speaks, it is also listening for System IDs. The system listens for System IDs digit-by-digit.
EliteMail VMS/EliteMail Limited Issue 3 Conflicting IDs The system method of listening for System IDs provides quick responses from the system, but it has an important impact: it limits the number of unique System IDs. Because the system acts as soon as it hears a valid System ID, it is impossible to have a long ID that begins with digits that match a shorter ID.
Issue 3 SECTION 5 USE INTERNAL IDS EliteMail VMS/EliteMail Limited When you want to prevent callers from dialing a subscriber or transaction box, assign a System ID that contains the $ that cannot be dialed from a touchtone keypad. These are called internal IDs or hidden IDs. Internal IDs can still be used in the system automatic call routing features, but cannot be dialed by callers directly.
EliteMail VMS/EliteMail Limited Issue 3 Ranges of System IDs You may want to assign particular ranges of IDs to a particular purpose. You could reserve System IDs 10 through 19 for menus (transaction boxes) that can be accessed by outside callers, IDs 200 to 399 for Extension # IDs for subscribers, IDs 9200 to 9399 for subscriber Personal IDs (9 + Extension # ID), and IDs 7200-7399 for guest Personal IDs.
Issue 3 EliteMail VMS/EliteMail Limited The following rules apply for System IDs: SECTION 7 DEFAULT SYSTEM IDS Each System ID must be unique. Each System ID can have up to 10 characters, but can vary in length. A shorter System ID cannot duplicate the beginning digits of another, longer System ID (e.g., 234 and 2345 are not unique). System IDs that contain letters are translated into corresponding touchtones (e.g., on the Q=7, Z=9 keypad map, RANDY = SANDY = 72639).
EliteMail VMS/EliteMail Limited Issue 3 Sample Boxes and Directories Three sample transaction boxes and one sample voice detect box are included in the default system. You can study these examples to see how System IDs are used. These examples are not required features of the system. You may delete them, record them again, or change their System IDs as necessary.
Issue 3 EliteMail VMS/EliteMail Limited Also Refer To: 22 - 10 Chapter 2 Section 2 Call Transfer on page 2-11 Chapter 2 Section 3 Screen Calls on page 2-16 Chapter 3 Directory Assistance Chapter 5 Guests Chapter 6 Interview Boxes Chapter 12 Operator Box Chapter 13 Port Applications Chapter 14 Public Interview Box and Public Messages Chapter 18 Screens for application screens Chapter 19 Security Codes Chapter 20 Subscribers Chapter 23 System Manager Chapter 24 Transaction Box
System Manager The System Manager is responsible for day-to-day management of the voice mail system. System Managers can sign in at the computer console to modify system fields, create subscribers, groups, guests, or other boxes. Only System Managers can record voice prompts or fields at the console. The person designated System Manager must be a responsible person who is available to other subscribers for questions and system changes.
Issue 3 SECTION 3 CREATE SYSTEM MANAGERS EliteMail VMS/EliteMail Limited Only a System Manager can create or demote another System Manager. Before you can create another System Manager that subscriber must be enrolled on the system. Promote a subscriber to a System Manager 1. Sign in to the system, and press - to jump to the Personal Directory Screen. Press or to page to the Personal Directory of the subscriber you want to promote to System Manager. 2.
EliteMail VMS/EliteMail Limited SECTION 4 IMPROVED SYSTEM MANAGER CONVERSATION Issue 3 The new System Manager conversation is easy to access and allows the System Manager to maintain the voice messaging system over the telephone. After you have System Manager access in the console, access the System Manager conversation with your Personal ID and security code.
Transaction Boxes A transaction box is a special mailbox that you can use to program special call routing, create menus, or provide announcements of recorded information. The applications for transaction boxes can be as simple or complex as you wish. Some organizations use transaction boxes to route callers to different departments, or provide morning, afternoon, and evening greetings.
Issue 3 EliteMail VMS/EliteMail Limited + / ( &)% J ( 5 = . . ) K'' $ %& ' '# & + * 2334 5 333333333333333336347 )% 333634 &)% 3333333333333333333333338 .9 ::4 !#! < . ' 'B .
EliteMail VMS/EliteMail Limited Issue 3 Transfer Day?/Nite? Use these fields to turn call transfer on/off for Day/Night Mode. If either field is Yes, enter the telephone number or extension the system should transfer calls to. The transfer number may be different for Day and Night Modes. Call Transfer Type This unlabeled field below the Nite? field, sets how calls are transferred to the transaction box and can be: Await-Ans (Await Answer), Release, or Wait-Ring (Wait for Ringback).
Issue 3 EliteMail VMS/EliteMail Limited When the alternate greeting is active but not recorded, the system plays the default alternate greeting: • “ is out today.” Action Day/Nite These fields tell the system what to do if the caller does not press any touchtone during the greeting. You can set a different action for Day and Nite.
EliteMail VMS/EliteMail Limited Issue 3 After Msg This field controls how the system handles the call after recording a message from the caller and applies only if the Action field is Take-msg. SECTION 3 ONE-KEY DIALING (SINGLE-DIGIT MENUS) This section at the bottom of the Transaction Directory Screen allows you to program single digits for full-System IDs for subscriber Extension # IDs, transaction boxes, or interview boxes. Instead of entering the full System ID, the caller presses a single key.
Issue 3 EliteMail VMS/EliteMail Limited Delay between Single Digits You can set the system to pause a certain number of seconds for additional touchtones before routing the call according to any transaction box one-key-dialing menu. C 5 C F'L (% %5 + . A ) % "> + .
EliteMail VMS/EliteMail Limited SECTION 4 SAMPLE TRANSACTION BOXES Issue 3 The voice mail system includes sample transaction boxes. The samples illustrate how you might use transaction boxes to handle sales calls and technical support calls. These sample transaction boxes are: BOX NUMBER DESCRIPTION 411 A sample departments box 700 Informs the caller that no one in the sales department is available to take the call, and transfers the caller to the operator.
Issue 3 EliteMail VMS/EliteMail Limited If the caller does not press any touchtones during the greeting, the system transfers the call to the operator. One-key dialing is programmed for this box. If the caller presses 1, the system routes the call to transaction box 700. If the caller presses 2, the system routes the call to transaction box 800. If the caller presses 3, the system routes the call to the automatic directory.
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Issue 3 EliteMail VMS/EliteMail Limited Record Transaction Box Greetings by Telephone The transaction box owner can record the transaction box greeting from any touchtone telephone. Transaction box owners who use numeric access cannot record a transaction box greeting by telephone if the transaction box System ID starts with $ or any symbol not on a telephone keypad. 1. Call the system. Enter your Personal ID and security code. 2. Start to leave a message for the transaction box.
EliteMail VMS/EliteMail Limited Issue 3 Add Transaction Boxes by Range To speed up adding transaction boxes to the system, you can add many boxes at once in a range of System IDs. This process may take several minutes and keep the system from answering calls, depending on how many transaction boxes you add. Add ranges of System IDs when call traffic is light, or busy out all the system ports and transfer calls to the operator.
Issue 3 EliteMail VMS/EliteMail Limited After the system adds the range of System IDs, look through the Transaction Directory to find the new boxes. On systems with lettered keypad maps, each new transaction box has a three-letter spelled name that corresponds to the System ID as it is entered on the telephone keypad (e.g., the spelled name for System ID 463 is GMD). You can change the spelled name for any transaction box you added.
EliteMail VMS/EliteMail Limited SECTION 8 DELETE A TRANSACTION BOX OR ITS MESSAGES Issue 3 You can delete any transaction box, or delete just the box messages. Delete transaction box 1. Sign in to the system, and press - to display the Transaction Directory. 2. Press (or use the Jump command) to display the transaction box you want to delete. 3. Press . The Delete Menu appears, with Box highlighted. 4. Press to select Box. 5. Press to confirm.
Issue 3 SECTION 10 OTHER TRANSACTION DIRECTORY PAGES EliteMail VMS/EliteMail Limited In addition to transaction boxes, the Transaction Directory includes interview boxes, the Public Interview Box, and voice detect boxes. These boxes are covered in their own topics. The voice mail system also includes three sample transaction boxes, that you can use as-is, or modify to fit your needs.
Voice Detect This feature allows callers to make choices or respond to prompts by saying Yes or remaining silent. The system listens for spoken sound, not touchtones. Outside callers can use the voice mail system by speaking, even if they do not have touchtone telephones. You can use voice detect boxes to set up special call routing applications or special audiotext applications. You can combine voice detect boxes with interview boxes to collect information from callers.
Issue 3 EliteMail VMS/EliteMail Limited Each box has a name, a unique System ID, and an owner. The owner name is displayed in the Voice detect box of field in the upper-right corner of the screen. The sample voice detect box recorded name is The Voice Detect Box. The owner of the voice detect box receives messages left in the box. If a subscriber is deleted from the system, voice detect boxes owned by that subscriber are also deleted.
EliteMail VMS/EliteMail Limited Issue 3 Call Transfer Type This unlabeled field, below the Nite? field, sets the way the voice mail system transfers calls to the NEC telephone system and can be: Await-Ans (Await Answer), Release, or Wait-Ring (Wait for Ringback). For details on the call transfer types, refer to Chapter 2 Section 2 Call Transfer on page 2-11 and Section 3 Screen Calls on page 2-16. For details on call transfer options, refer to Appendix C Call Transfer Options.
Issue 3 EliteMail VMS/EliteMail Limited Action Day:/Nite: In a voice detect application, the Action is taken only if the caller presses a touchtone during the voice detect box greeting. If you decide to set an Action for the voice detect box, the Actions you can choose are: G Go to system ID H Hangup O Transfer to operator R Restart S Say good-bye T Take a message Refer to Appendix B Action Codes for complete descriptions of these codes.
EliteMail VMS/EliteMail Limited SECTION 3 SET UP A VOICE DETECT APPLICATION Issue 3 To set up a voice detect application 1. Plan the voice detect application Decide how many voice detect boxes you need, and how callers are routed to them. Each voice detect box offers two choices; the caller can say Yes or remain silent. Decide whether or not you need transaction boxes or interview boxes in the application. Make a sketch to show how the boxes are related. 2.
Issue 3 EliteMail VMS/EliteMail Limited Example: Use Voice Detect for Operator Transfers You can use the voice detect feature to verify that a caller is still on the line before the caller reaches the Operator Box. With voice detect, the system asks a caller to say Yes before the call is routed. To do this, add a special voice detect box and delete the Otherwise prompt in the opening greeting. You also add a special transaction box to set the system to hang up if the caller is no longer on the line.
EliteMail VMS/EliteMail Limited Issue 3 Use voice detect before routing callers to the Operator Box 1. Add a voice detect box and a transaction box to handle calls for the operator For details, refer to Chapter 24 Transaction Boxes. For the voice detect box: Record a name and greeting. Tell callers to say Yes to reach the operator. The system automatically plays a beep after playing a voice detect box greeting so callers know when to speak.
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EliteMail VMS/EliteMail Limited SECTION 4 ADD A VOICE DETECT BOX Issue 3 The System Manager adds voice detect boxes one at a time at the system console. A range of voice detect boxes cannot be added. When you add voice detect boxes, the system copies the values in the Transfer and Action sections of the transaction box or voice detect box on the screen. If an interview box is on screen instead, the voice detect box uses the default values for new subscribers, as entered on Application screen Page 5.
Issue 3 EliteMail VMS/EliteMail Limited Record a Greeting for the Voice Detect Box You can record the greeting or announcement you want callers to hear when they reach this voice detect box. When the standard greeting is active, but not recorded, the system plays one of these default standard greetings: “ is not available right now.” “ is on the telephone now.
EliteMail VMS/EliteMail Limited Issue 3 Delete the messages for a voice detect box SECTION 6 VOICE DETECT OPENING GREETING 1. Sign in to the system, and press - to view the Transaction Directory. 2. Press repeatedly (or use the Jump command), to display the voice detect box you want to delete. 3. Press . 4. Press until you highlight All Messages, and press . 5. Press to confirm.
Issue 3 SECTION 7 TEST THE VOICE DETECT APPLICATION EliteMail VMS/EliteMail Limited Always test a voice detect application after you set it up. Call the system and check that the system handles the call correctly when you say Yes and when you remain silent. A voice detect box uses advanced digital signal processing technology to distinguish between sound and silence.
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Issue 3 EliteMail VMS/EliteMail Limited This example uses three special boxes: $OPERATOR, $HANGUP, and $SALES. The $OPERATOR box is a voice detect box. $HANGUP and $SALES are transaction boxes. The $OPERATOR voice detect box asks the caller to say Yes again, to confirm presence on line before the call is routed to the Operator Box. The $HANGUP transaction box is used in $OPERATOR box Silence field.
EliteMail VMS/EliteMail Limited Issue 3 Also refer to: Reference Chapter 2 Section 1 Call Hold on page 2-1 Chapter 6 Interview Boxes Chapter 11 Opening Greeting Chapter 12 Operator Box Chapter 15 Recording Voice Fields Chapter 17 Schedules Chapter 18 Screens for the application screens Chapter 24 Transaction Boxes 25 - 15
Back Up and Restore The backup and restore functions of EliteMail VMS/EliteMail Limited are largely self-functioning. CoSession is used when a technician performs manual backup or restore functions. CoSession, a communication software tool available from NEC, is used for EliteMail to perform all configuration, maintenance and backup functions. SECTION 1 INTRODUCTION SECTION 2 DEFINITIONS EliteMail VMS/EliteMail Limited has no access to secondary storage devices for backup.
Issue 3 EliteMail VMS/EliteMail Limited Archive is not a replacement for the total system backup described below. The conditions that can damage data in the working directories can also damage the archive, but this is less likely. Feature Input/Output Archive This feature requires a list of input files to be archived and a time for archival.
EliteMail VMS/EliteMail Limited Issue 3 User Interface Archive The system manager sets the time to archive the database files from the console. He enters time and day archive in the Daily, Weekly, and Monthly surrender to DOS fields on the application general settings screen. When the system reaches the time to archive, it exits to DOS and performs the command set to archive the database.
Issue 3 EliteMail VMS/EliteMail Limited The second method requires the technician to initiate restore by attaching to the system using CoSession, exiting voice mail application to DOS, and running one of three batch files (Archive 1, Archive 2, or Defaults). The technician must verify that all data should be replaced by archived data. Selected data is dearchived into the working directories, and the system is rebooted.
EliteMail VMS/EliteMail Limited Issue 3 Begin the backup/restore function 1. Connect to EliteMail VMS/EliteMail Limited using CoSession. 2. Exit to DOS from voice mail application on EliteMail. 3. At Utility Menu, select option 3. 4. Press Alt key and left Shift simultaneously. 5. To hang up, press 9 . 6. To exit, press 0 . 7. At the C:/Remote Prompt, enter backup, and press .
Issue 3 EliteMail VMS/EliteMail Limited The directory exists and does not contain a previous backup The utility continues the backup. The utility then displays the EliteMail directory to be backed up and the local directory used for backup, and asks: Is this correct? (Y/N). If N is answered, the utility returns to the directory prompt. If Y is answered, the system starts transferring EliteMail files to the backup directory. EliteMail files and directories to be backed up are designated by the BRFILES.
EliteMail VMS/EliteMail Limited Issue 3 Configure This option allows the technician to define how to communicate with EliteMail from the support PC. The configuration must be established prior to the first EliteMail backup. Parameters set here must match those set in the CoSession configuration. When this option is selected, the utility displays current configuration settings to the technician and prompts: Would you like to change these settings? (Y/N).
Issue 3 EliteMail VMS/EliteMail Limited Baud rate This defines serial communication speed between the support PC and EliteMail. Default (maximum) speed is 19200. Local COM port This defines the communication port on the support PC used to connect to EliteMail. After all parameters are set, the utility displays new parameters and asks: would you like to save these settings? (Y/N). If N is answered, the utility returns to the first configuration screen.
Access Codes A No Setup Options Access Subscriber cannot change options by telephone. Access codes A and T may be combined to deny access to all setup options except personal greetings. B No Receipt Summary The system does not tell the subscriber that messages were received, unless the subscriber marks a message for explicit return receipt. C Cancel Public Message Notification The system does not notify the subscriber when a public message is received.
Issue 3 EliteMail VMS/EliteMail Limited M Menu Mode Exclusively Subscriber hears the system quick option menus for all voice mail features, instead of yesand-no conversation. This code cancels the T access code. N Hands-free Message Retrieval This code turns on hands-free message retrieval. The system does not ask the subscriber “Would you like to hear them?” between message sources. This code also turns on softkeys on an equipped Multiline Terminal.
EliteMail VMS/EliteMail Limited Z Reference Issue 3 Automatic Return Receipt The system automatically marks every message sent by the subscriber for return receipt requested. To avoid redundant return receipts and receipt summary announcements, never use Z without also using access code B.
Action Codes G Go to System ID The system routes the call to another System ID. You must enter a valid System ID directly to the right of the GotoID arrow. (e.g., GotoID $PM routes a call to the Public Interview Box.) Do not create a closed loop of linked System IDs, in which each ID routes back to the other. Reference H Hang up The system immediately hangs up, without saying good-bye. O Transfer to Operator The system routes the call to the Operator.
Call Transfer Options A Announce The person who answers the telephone hears a beep before being connected to the caller. This lets the operator know exactly when the call is being connected or that a call is an outside call. C Confirm Before a call is transferred, the person who answers the telephone can choose whether or not to take the call. If the call is refused, the system returns to the caller to play the applicable greeting and take an action (typically take message).
Console Shortcut Keys These keys jump to a console screen: - / Application Screen - Personal Directory Screen - Groups Screen - Transaction Directory Screen - Voice Prompt Editor Screen - # Switch Setup Screen These keys move between pages of a particular screen (pages are listed alphabetically by subscriber, box, or group): Move to the previous page. Move to the next page.
Issue 3 EliteMail VMS/EliteMail Limited Function Keys D-2 Help Information Command Popup Menu 5 Select Port 6 Local connect: on or off + Previous Screen 9 Next Screen Delete Popup Menu (not available on all screens) Add Popup Menu or Next Prompt Set (not available on all screens) , Record Prompt (active only on voice fields) 0 Play Prompt (active only on voice fields) Console Shortcut Keys
Special Dialing Characters You may include the following special characters in telephone numbers dialed by the voice mail system. They affect how the voice mail system dials these numbers. The timing characteristics of the special characters (,), (;), (&) and (%) can be changed on Switch Setup Screen Page 2. For details, refer to Chapter 21 Switch Setup. X Causes the system to insert the subscriber Extension # ID at this point in the sequence.
Issue 3 EliteMail VMS/EliteMail Limited Q Causes the system to hang up and is useful in situations where the call is not meant to go to completion, as in calling a beeper. For activating most beepers, all that is necessary is to add a few pauses and a Q after the telephone number (e.g., 555-1234,,,Q). You can also use Q to provide a message waiting ring to people who want to be notified when they have messages, but do not want the voice mail system to attempt delivery.
Integration Option Codes In an integration, both the NEC Electra Elite telephone system and the voice mail system share information on the origin and destination of calls. The integration option codes are entered on Line 2 of Switch Setup Screen Page 1 to help the NEC Electra Elite telephone system better integrate with the voice mail system. You can enter more than one option in this field. Each option code must be separated by a single space. (e.g.
Issue 3 EliteMail VMS/EliteMail Limited SKT=n, n This option controls softkey timeout. Two separate timers are used. The first timer controls the time that the softkeys are displayed when first calling in to voice mail. If softkeys are not pressed, the system changes to normal conversation mode after this timer expires. The second timer controls the time before moving back one menu if softkeys are not pressed. SECTION 2 DIAL-OUT ACCESS This code controls dial-out access.
EliteMail VMS/EliteMail Limited Issue 3 CR Special confirm return sequence. The voice mail system uses the special dialing sequence set by this option to return to the caller after trying to transfer a call to an internal extension if the subscriber with call screening answered the telephone but rejected the call by pressing 2. Specify the dialing sequence to use immediately after the CR.
Access A field on a subscriber Personal Directory page that controls the available system features. Action A field on a Personal Directory page, transaction box, or the Operator Box that determines the system action after the greeting. The possible actions are: Take a Message, Operator, Say Good-bye, Hangup, Go To ID , or Restart. These actions (except for Take a Message) can also be used in the After or After Msg fields on interview boxes, transaction boxes, or Personal Directory pages.
Issue 3 EliteMail VMS/EliteMail Limited Audiotext Messages Found in transaction boxes, audiotext messages are used to deliver information to a caller or lead a caller through a series of questions. Auto Dial Automatically routes caller to subscriber Extension # ID from the automatic directory. Automatic Directory A directory of subscriber recorded names and Extension # IDs available to outside callers.
EliteMail VMS/EliteMail Limited Issue 3 Directory Assistance A voice mail system feature that lets callers reach the person they are calling, without speaking to the operator or receptionist. Callers with letters on their telephone keypads can use automatic directory assistance. The System Manager can set up numeric directory assistance for outside callers with numbers only. Directory Group A special group used to create numeric directory assistance.
Issue 3 EliteMail VMS/EliteMail Limited Extension # ID This is what an outside caller uses to reach a particular subscriber. The system allows extension numbers of up to 10 digits. The system Extension # ID is usually the same as the subscriber actual telephone extension number, but it can be different. Follow-Along ID Extension # ID provided by the NEC telephone system to the voice mail system when a call is transferred or forwarded back to the system on ring-no-answer or busy.
EliteMail VMS/EliteMail Limited Issue 3 Held Message A message heard but not archived by a subscriber nor deleted by the system. (Same as an old message.) Interview Box A special transaction box that can ask a caller up to 20 questions and record each response. The owner receives the responses in a single message. Intro This voice field can contain a short recording (e.g., “I’ll transfer you now.”) that the system plays before attempting a call transfer.
Issue 3 EliteMail VMS/EliteMail Limited Message Box Integration The NEC telephone system can transfer calls directly to an extension and/or the subscriber voice mailbox when the extension is ring-noanswer or busy. Message Delivery The system calls the subscriber to indicate new messages. The subscriber must enter a Personal ID to hear the messages. Message Group A collection of subscribers and/or guests that receive a common message left by a subscriber.
EliteMail VMS/EliteMail Limited Issue 3 One-Key Dialing Allows the caller to enter a single touchtone digit instead of a full System ID during a subscriber or transaction box greeting. This feature lets you offer callers a menu of choices during a greeting. One-key dialing options must be programmed individually for each subscriber and transaction box. One-Way Message A message left by an outside caller for a particular subscriber.
Issue 3 EliteMail VMS/EliteMail Limited Personal Secretary Ensures every important call for a subscriber is answered. If the subscriber is unavailable, callers can be routed to another extension automatically or can make a menu selection to choose where to route the call. Port A telephone channel or line coming into the system. Private Group A private message group belongs to a single subscriber, called the group owner. Only the group owner may leave messages for other group members.
EliteMail VMS/EliteMail Limited Issue 3 Screening Options Call transfer options that the subscriber can turn on and off by telephone. This field may or may not include call screening codes (e.g., C, I, M, or S). Spelled Name The name or three-character sequence that is displayed in the Name field of the Personal Directory page, transaction box page, voice detect box page, or groups page.
Issue 3 EliteMail VMS/EliteMail Limited Voice Detect A special box that allows callers to say Yes to answer a question. Voice Field A field for recording prompts, recorded names, or greetings. Voice Mail A general term for messages recorded digitally over the telephone by one person to communicate with another person or persons. Voice Name The recorded name of a subscriber, guest, operator or transaction box.
