Enterprise Edge Voice Messaging Reference Guide 1-800-4 NORTEL www.nortelnetworks.
Contents Chapter 1 How to use this guide 7 Introduction 7 Conventions and symbols used in this guide 8 Prerequisites 8 Chapter 2 Using Enterprise Edge Voice Messaging 9 Introduction 9 Enterprise Edge telephones 9 Enterprise Edge one line display telephones 9 Enterprise Edge two line display telephones 10 Alternate extensions 10 Enterprise Edge ATA 2 11 Entering characters on the Enterprise Edge dialpad 11 Enterprise Edge Voice Messaging voice prompts 12 Interrupting a voice prompt 12 Automated Attendant
Contents Chapter 5 Greetings 27 Introduction 27 Types of mailbox greetings 27 Personal mailbox greetings 27 Information mailbox greetings 29 Recording the Primary or the Alternate mailbox greeting 29 Choosing the Primary or the Alternate mailbox greeting 31 Recording a Personalized mailbox greeting 32 Deleting a Personalized mailbox greeting 33 Recording an Information mailbox greeting 34 Chapter 6 Accessing your messages 35 Introduction 35 Receiving calls 35 Enterprise Edge Voice Messaging Never Full
Contents 5 Chapter 8 Call Forwarding your calls 51 Introduction 51 Call Forwarding your calls to Enterprise Edge Voice Messaging Setting up Call Forward remotely 51 Call Forward with Caller ID (CLID) 52 51 Chapter 9 Transferring calls 55 Introduction 55 Transferring calls to an Enterprise Edge Voice Messaging mailbox 55 Transferring a mailbox owner’s call to Enterprise Edge Voice Messaging 56 Transferring calls from your mailbox to the Operator 57 Transferring calls from your mailbox to the Automated A
Contents Chapter 11 Recording a call 81 Introduction 81 Using Call Record 81 Chapter 12 Enterprise Edge Voice Messaging Tips 83 Introduction 83 Enterprise Edge Voice Messaging Tips 83 Chapter 13 Troubleshooting 85 Introduction 85 Appendix A: Default values and tone commands 89 Default mailbox numbers for the General Delivery mailbox 89 DTMF tone commands for setting up Off-premise Message Notification 89 Glossary 91 Index 97 Enterprise Edge Voice Messaging Reference Guide P0908524 Issue 01
1 How to use this guide Introduction Use the Enterprise Edge Voice Messaging Reference Guide with the Enterprise Edge Voice Messaging Quick Reference Guide. The Enterprise Edge Voice Messaging Reference Guide gives you detailed information about using the Enterprise Edge Voice Messaging system.
How to use this guide Chapter Description 10. About Off-premise Message Notification Explains what Off-premise Message Notification is and shows how to set up and change Off-premise Message Notification. 11. Recording a call Describes the Call Record feature. 12. Enterprise Edge Voice Messaging Tips Provides suggestions for the optimal use of Enterprise Edge Voice Messaging. 13.
Using Enterprise Edge Voice Messaging 2 Introduction Enterprise Edge Voice Messaging works with the Enterprise Edge system to provide an automated receptionist service. Enterprise Edge Voice Messaging answers incoming calls, routes them to extensions and mailboxes in the system, and provides message taking capability.
Using Enterprise Edge Voice Messaging Enterprise Edge two line display telephones Enterprise Edge two line display telephones show you Enterprise Edge Voice Messaging commands and options. All system administration tasks, such as setting up a Group List, require a two-line display telephone. Enterprise Edge two line displays can show up to three display button options at a time. In cases where there are more options, wait for the voice prompt to state the other available options.
Using Enterprise Edge Voice Messaging 11 Enterprise Edge ATA 2 You can use a single-line Enterprise Edge telephone for most Enterprise Edge Voice Messaging sessions. However, you cannot use a single-line telephone attached to an Enterprise Edge ATA 2 for Enterprise Edge Voice Messaging System Administration tasks. There is no Message Waiting Notification when you are using an Enterprise Edge ATA 2.
Using Enterprise Edge Voice Messaging For instance, the following display shows the Name: command line prompt: Name: RETRY BKSP OK When you begin to enter the last name, the Name: command line prompt disappears. For example, if you are entering the name Partridge, you press the dialpad button ‡ for P, and the display drops the Name: prompt. P RETRY BKSP OK The command line prompt is still not shown on the display after you enter the entire name, although the name is only nine characters.
Using Enterprise Edge Voice Messaging 13 Automated Attendant The Automated Attendant acts as a receptionist for incoming calls. When enabled, the Automated Attendant answers your company’s incoming telephone lines depending on the time of day. If callers know which option they want, they can interrupt the Automated Attendant by entering their selection on the dialpad of any tone-dial telephone.
Using Enterprise Edge Voice Messaging Guest mailbox Guest mailboxes provide temporary employees and guests with access to internal messaging and call routing features. Guest mailboxes do not have an operating extension. They are assigned a number that looks and works like an extension. This allows the guest mailbox owner to access Enterprise Edge Voice Messaging the same way a mailbox owner accesses their mailbox from another extension or telephone.
Setting up your mailbox 3 Introduction This chapter shows you how to set up your mailbox and describes the following topics: • Initializing your mailbox • Opening your mailbox • Mailbox Password • Company Directory • Assigning a Target Attendant Initializing your mailbox Initializing your mailbox prepares your mailbox to receive messages. Your mailbox cannot receive and store messages until it is initialized.
Setting up your mailbox Initializing and opening your mailbox for the first time To initialize and open your mailbox for the first time: 1. Press ƒ·°⁄. Pswd: OTHR RETRY OK 2. Press ‚‚‚‚ (the default password) and press OK or £. Note: If you are at another Enterprise Edge set, press OTHR or • to access the Log: display prompt. From the Log: prompt, enter your mailbox number and password as a continuous number. Your mailbox number is normally the same as your extension. Your default password is ‚‚‚‚.
Setting up your mailbox 17 Opening your mailbox You can open your mailbox from: • your own extension • another Enterprise Edge Voice Messaging extension • an outside telephone (as shown in Opening your mailbox remotely) Opening a mailbox after it is initialized This section describes how to open: • your mailbox from your own telephone • your mailbox from another Enterprise Edge extension • a Guest mailbox After a mailbox is initialized, follow these steps to open it: 1. Press ƒ·°⁄.
Setting up your mailbox Mailbox Password Your password is from four to eight digits long and cannot start with zero. When you initialize Enterprise Edge Voice Messaging, the default mailbox password is four zeros (0000). You are prompted to change this password. It is recommended that you change your password every 30 days. By changing your password regularly, you decrease the chance that someone will discover your password and gain access to your system.
Setting up your mailbox 19 Company Directory The Company Directory is a list of mailbox owners on the Enterprise Edge Voice Messaging system. Before your mailbox can be used to receive messages, you must record your name in the Company Directory. It is a good idea to include your mailbox number in your Company Directory recording. For example “Paul Wayne, mailbox 5813”.
Setting up your mailbox Assigning a Target Attendant The person that you assign to answer your telephone is your Target Attendant. After you assign your Target Attendant, a caller who reaches your mailbox can press ‚ to speak with the Target Attendant. If the Target Attendant does not answer, the call goes to your mailbox. If your personal mailbox is not available, the call goes to the General Delivery mailbox.
Feature codes and mailbox options 4 Introduction This chapter describes the Enterprise Edge Voice Messaging feature codes and mailbox options, and includes the following topics: • Feature codes • Determining custom feature codes • Programming a memory button with a feature code • Mailbox options Feature codes The table Description of feature codes on page 23 explains the purpose of each Enterprise Edge Voice Messaging feature code. Feature codes are assigned during installation.
Feature codes and mailbox options Feature Code Name Default feature code Description Leave Message ƒ·°‚ Leaves a message in a mailbox. No password is required. Open Mailbox ƒ·°⁄ Opens your Personal mailbox to listen to your messages and access Enterprise Edge Voice Messaging options. Your personal password is required. Operator Status ƒ·°¤ Not a user feature. Used by the System Administrator, receptionist, or Operator to set the Operator Status.
Feature codes and mailbox options 23 Determining custom feature codes If your company is using custom feature codes, find out what the custom feature codes are. To determine the Enterprise Edge Voice Messaging custom feature codes, use an Enterprise Edge two line display telephone. To determine the Enterprise Edge Voice Messaging feature codes: 1. Press ƒ·•⁄. Leave msg: F9xx NEXT 2. The name and numerical code of the first feature, the Leave Message feature, is shown on the display.
Feature codes and mailbox options Programming a memory button with a feature code Each Enterprise Edge Voice Messaging feature code can be programmed to a single memory button. To program a memory button: 1. Do not lift your handset. Press ƒ•‹. Program Features 2. The transient display displays Program Features. Press a button QUIT 3. Press a programmable button. Feature code: QUIT 4. Press ƒ. F_ QUIT Programmed CLEAR 5. Enter the feature code number you want to program.
Feature codes and mailbox options 25 Main Mailbox menu and options To access the main mailbox menu: 1. Press ƒ·°⁄ to open your mailbox. Pswd: OTHR 2. Enter your mailbox password and press OK or £. RETRY OK 0 new 0 saved PLAY REC ADMIN 3. The main mailbox menu options appear. Choose one of the options shown in the table below. Table 2 Main Mailbox Options Display Button Task Description Button PLAY REC -ADMIN --- Found on Page ¤ ‹ fl ° Listening to your mailbox messages (new messages).
Feature codes and mailbox options Table 3 Mailbox Administration Options Display Button Button Task Description -- ⁄ Recording or changing your name in the Company Directory. 19 GREET ¤ Choosing the Primary or the Alternate mailbox greeting. 31 PSWD › fi Changing your mailbox password. 18 fl ° • About Off-premise Message Notification. 65 Outbound Transfer. 58 -- --QUIT Found on Page Assigning a Target Attendant.
5 Greetings Introduction This chapter describes the mailbox greetings and how to record them.
Greetings Primary mailbox greeting Record your Primary mailbox greeting for everyday use. In this greeting include your name and a brief message explaining to callers that you are unable to answer their calls. For example: “Hi. This is Paul Wayne. I’m not able to take your call right now. Please leave me a message at the tone and I will return your call as soon as possible.” If you are a new mailbox owner, record your Primary mailbox greeting immediately.
Greetings 29 Information mailbox greetings Information mailboxes greetings provide messages and announcements to callers. A caller is automatically disconnected after listening to an Information mailbox greeting. Information mailboxes can be used to: • announce sales • provide product lists • announce special events For example: “Paddy’s Dance Studio proudly presents an extravaganza of dance. The entertainment begins at 8:00 p.m. on the fourth of July. Toddlers tap is in the White Room.
Greetings To record your Primary or Alternate mailbox greeting: 1. Press ƒ·°⁄ to open your mailbox. Pswd: OTHR 2. Enter your mailbox password and press OK or £. RETRY OK Note: If you record a mailbox greeting from a telephone that has not been assigned to your Personal mailbox, press OTHR. The display shows the Log: prompt. When this prompt appears, enter your mailbox number and password. If you are using a single-line display telephone, press • at the Pswd: prompt to show the Log: prompt.
Greetings 31 Choosing the Primary or the Alternate mailbox greeting Primary mailbox greeting You record a Primary mailbox greeting after initializing your mailbox. If you record a Primary and an Alternate mailbox greeting, you need to choose which greeting plays. If you do not choose a greeting, the Primary mailbox greeting plays automatically. Alternate mailbox greeting If you choose the Alternate mailbox greeting, you are asked whether the mailbox accepts messages.
Greetings Accept msgs:Y CHNG OK Mailbox admin GREET PSWD QUIT 7. If you choose the Alternate mailbox greeting, you are asked whether the mailbox accepts messages. Press CHNG to toggle from yes to no. If you choose Y (yes) then the mailbox can receive messages. If you choose N (no) messages cannot be left in the mailbox. Press OK. 8. Press ® to end the session. Note: If you have chosen a greeting that is not yet recorded, you are transferred back to the greeting options menu to record the greeting.
Greetings 33 8. Press CHNG or ⁄. Ph: CHNG OK Ph: RETRY OK 9. Enter the phone number (maximum 10 digits) to which you are assigning the Personalized mailbox greeting. Press OK or £ to accept the phone number. Record greeting: RETRY OK 10. At the tone, record the greeting. Press OK or £ to end the recording. Accept greeting? RETRY PLAY OK 11. Press OK or £ to accept the recording. Press PLAY or ⁄ to listen to the recording. Press RETRY or ¤ to erase and re-record the greeting. 12.
Greetings Recording an Information mailbox greeting Before you record your Information mailbox greeting, you must determine what the greeting includes. As you prepare your greeting, be sure to include important times and dates. Write the greeting down and practice reading it aloud. When you are confident the greeting includes everything you want it to, record the greeting.
Accessing your messages 6 Introduction This chapter describes accessing your messages and explains the following related topics: • Receiving calls • Enterprise Edge Voice Messaging Never Full mailbox feature • Listening to your mailbox messages • Call Screening Receiving calls Enterprise Edge Voice Messaging can be used by any outside caller and by other mailbox owners in your company. When you are away from the office, you can use Enterprise Edge Voice Messaging with any touch tone phone.
Accessing your messages Listening to your mailbox messages To listen to your messages: 1. Press ƒ·°⁄ to open your mailbox. Pswd: OTHR 2. Enter your mailbox password and press OK or £. RETRY OK 2 new 0 saved PLAY REC ADMIN 3. Press PLAY to listen to your messages. For options, refer to the table Listening to your mailbox messages. 4. Press ® to end the session. A number of options are available to you during and after listening to a message.
Accessing your messages 37 Listening to your mailbox messages Option Button Next fl Available while listening to a message X Available Description after listening to a message X or ££ Pause/ Continue ¤ Previous › Quit • Replay ⁄⁄ or < << < << Replay ⁄ Reply · X Stops a message temporarily. When you stop the message, you have the option to play the previous message, continue playing the current message, or skip to the next message.
Accessing your messages Notes: 1. Because your mailbox has limited message storage space, delete any messages you no longer need. After a certain time period, your saved messages may be erased automatically. Ask your System Administrator about this. 2. You can retrieve a deleted message only if you have not quit the session in which you deleted it. Locate the deleted message. Then play (press ⁄⁄) and save (press ‡‡ or SAVE) the message.
Accessing your messages 39 Call Screening Call Screening lets you determine who is calling before you accept the call. It applies only to external calls transferred from the Automated Attendant or from Custom Call Routing (CCR). See your System Administrator for information on CCR.
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7 Sending messages Introduction This chapter describes sending messages and explains the following topics: • Types of messages • About recording and sending a message • Using the Company Directory • Message delivery options • Recording and sending a message using the Open Mailbox feature • Recording and sending a message using the Leave Message feature • Replying to messages • Sending a message to more than one recipient Types of messages There are two types of messages, Broadcast messages
Sending messages About recording and sending a message Messages can be recorded and sent using: • the Open Mailbox feature (ƒ·°⁄) • the Leave Message feature (ƒ·°‚) When you use the Open Mailbox feature, you open your personal mailbox and enter your password. Then you record your message and enter the extension of the message recipient. The Leave Message feature prompts you to enter the extension of the message recipient immediately. Then you record your message.
Sending messages 43 To access the Company Directory using the Leave Message feature: Mbox: DIR 1. Press DIR or £ to use the Company Directory. QUIT Last name: OK 2. Use the dialpad buttons associated with the first three or four letters of the mailbox owner’s name to locate and select the person’s mailbox. (Enter the last name, first name or both names depending on how your system is set up. This display shows an example of a prompt for a mailbox owner’s last name.) You do not need to enter a comma.
Sending messages Message delivery options Enterprise Edge Voice Messaging provides you with five possible message delivery options: • Normal • Certified • Urgent • Private • Timed Delivery Option Display Button Button Description Send SEND £ or ® Sends a message with Normal delivery option. Certified CERT ⁄ Sends you notification that your message has been received and played. Urgent URGENT ¤ Plays messages marked Urgent before other messages left in the mailbox.
Sending messages 45 Assigning message delivery options using the Open Mailbox feature To assign message delivery options using the Open Mailbox feature: Delivery options CERT URGENT OTHR 1. Press CERT or ⁄ to assign the Certified delivery option. Press URGENT or ¤ to assign the Urgent delivery option. Press OTHR to assign the Private or Timed delivery options. If PRIV appears instead of OTHR, the Timed delivery option is not available.
Sending messages Assigning message delivery options using the Leave Message feature To assign message delivery options using the Leave Message feature: 1. Press ƒ·°‚. Mbox: DIR QUIT 2. Enter the mailbox number or Group List number of the person or Group you want to leave a message for. If you do not know the mailbox number, press DIR or £ to use the Company Directory. Record message: RETRY PAUSE OK 3. At the sound of the tone, record your message. Press PAUSE or ¤ to pause during your recording.
Sending messages 47 Mbox: DIR QUIT Wayne, Paul OPTS CC SEND 6. Enter the mailbox number or Group List number of the person or Group you want to leave a message for. If you do not know the mailbox number, press DIR or £ to use the Company Directory. 7. Press SEND or £ to send the message now with the Normal delivery option. Press OPTS or ‹ for delivery options. Press CC or › to send this message to more than one mailbox owner, with one set of delivery options applied to all recipients.
Sending messages Replying to messages You can reply to internal message senders and to external message senders. To reply to a message from an external message sender, your company must subscribe to Caller ID (CLID). Replying to an internal message sender You can reply to a message from an internal message sender by: 1. Using the CALL option. If you select CALL, you are immediately transferred to the internal message sender’s extension.
Sending messages 49 Replying to an external message sender You can reply to a message from an external message sender if your company subscribes to CLID. Before using the Reply option you must play the message. To reply to an external message sender: 1. Press ƒ·°⁄ to open your mailbox. Pswd: OTHR 2. Enter your mailbox password and press OK or £. RETRY OK 1 new 0 saved PLAY REC ADMIN 3. Press PLAY or ¤. End of message REPLY ERASE NEXT 4. Press REPLY. 5.
Sending messages Copying a message to other recipients You can copy a message to other recipients using the Open Mailbox feature: • using ALL - message recipients have the same delivery options • using CC - this allows message recipients to have different delivery options Note: You cannot copy a message to other recipients using the Leave Mailbox feature. You cannot copy Private messages.
Call Forwarding your calls 8 Introduction This chapter shows the following ways that you can forward your calls: • Call Forwarding your calls to Enterprise Edge Voice Messaging • Setting up Call Forward remotely • Call Forward with Caller ID (CLID) Call Forwarding your calls to Enterprise Edge Voice Messaging To forward incoming calls to your mailbox, press ƒ·°›.
Call Forwarding your calls 7. Press ⁄ to turn Call Display on and off. Note: If Call Display is turned on, the voice prompt says: “Caller information will be displayed at your set.” If Call Display is turned off, the voice prompt says: “Caller information will not be displayed.” 8. Replace the handset to end this session. Call Forward with Caller ID (CLID) The Call Forward with CLID feature is available only if your company subscribes to CLID service.
Call Forwarding your calls 53 Call Forward on Busy overrides CLID If your Enterprise Edge telephone is assigned Call Forward on Busy, CLID information does not appear on the display. Call Forward on Busy is a feature that forwards all of your calls to another designated telephone or extension if your telephone is busy. Call Forward on Busy is assigned by the Enterprise Edge System Administrator.
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9 Transferring calls Introduction This chapter describes transferring calls and explains: • Transferring calls to an Enterprise Edge Voice Messaging mailbox • Transferring calls from your mailbox to the Operator • Transferring calls from your mailbox to the Automated Attendant • Transferring a call to Custom Call Routing (CCR) • Outbound Transfer • Adding special characters to the destination number • Setting up Outbound Transfer to a phone number • Setting up Outbound Transfer to an extensi
Transferring calls To transfer a call to a mailbox from your Enterprise Edge telephone: 1. Press ƒ·°fl. Do not press ˙ because the call is put on hold automatically. 2. Enter the mailbox number or use the Company Directory by pressing DIR. Note: Press OK or £ to accept a name when using the Company Directory. Do not use the Internal Autodial feature. 3. Wait until the display shows Call transferred before attempting any other Enterprise Edge Voice Messaging functions.
Transferring calls 57 Transferring calls from your mailbox to the Operator To transfer calls from your mailbox to the Operator, press ‚ while at the Main Mailbox menu. For more information, refer to Main Mailbox menu and options on page 25. Transferring calls from your mailbox to the Automated Attendant To transfer to the Automated Attendant from your mailbox, press £ at the Main Mailbox menu. For more information, refer to Automated Attendant on page 13 and Main Mailbox menu and options on page 25.
Transferring calls Outbound Transfer You can set up Outbound Transfer to transfer a caller who has reached your mailbox to a number that you assign. A caller can use Outbound Transfer from any touch tone telephone, and you can direct your Outbound Transfer calls to any telephone. You can personally inform callers of this feature, or you can inform callers of this feature in your personal greeting.
Transferring calls 59 To add special characters on an Enterprise Edge one line display telephone, refer to the table Adding special characters using an Enterprise Edge one line display telephone. To add special characters on a two-line display telephone, refer to the table Adding special characters using an Enterprise Edge two line display telephone.
Transferring calls Optimizing Outbound Transfer When Enterprise Edge Voice Messaging transfers a call to an external telephone number using Outbound Transfer, two lines are used. An incoming line is used to connect the caller to your mailbox and an outgoing line is used to transfer the caller to your Outbound Transfer telephone number. Both lines remain in use while the caller connects to the Outbound Transfer telephone number.
Transferring calls 61 Setting up Outbound Transfer to a phone number To set up Outbound Transfer to a phone number for the first time: 1. Press ƒ·°⁄ to open your mailbox. Pswd: OTHR 2. Enter your mailbox password and press OK or £. RETRY OK 0 new 0 saved PLAY REC ADMIN 3. Press ADMIN or °. Mailbox admin GREET PSWD QUIT 4. Press ° to open the Outbound Transfer (xfr) menu. Outbound xfr ADMIN SELECT 5. Press ADMIN or ⁄ to set up Outbound Transfer. Ph: RETRY OK 6.
Transferring calls Outbound xfr ADMIN SELECT 5. Press ADMIN or ⁄ to set up Outbound Transfer. Ext: RETRY 6. Enter the destination extension and press OK or £. OK Accept: RETRY OK 7. Press OK or £ to accept the number. Note: The represents the extension. 8. Press CHNG or ⁄ to turn Outbound Transfer on. Transfer: off CHNG QUIT Transfer: on CHNG QUIT 9. Press QUIT or •. Press ® to end this session.
Transferring calls 63 Turning Outbound Transfer on and off You can turn Outbound Transfer on or off at any time after you set it up. Turning Outbound Transfer off does not affect any of its assigned parameters. To turn Outbound Transfer on or off: 1. Press ƒ·°⁄ to open your mailbox. Pswd: OTHR 2. Enter your mailbox password and press OK or £. RETRY OK 0 new 0 saved PLAY REC ADMIN 3. Press ADMIN or °. Mailbox admin GREET PSWD QUIT 4. Press ° to open the Outbound Transfer (xfr) Menu.
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Off-premise Message Notification 10 Introduction This chapter describes how to set up and change Off-premise Message Notification and includes the following topics: • About Off-premise Message Notification • Setting up Off-premise Message Notification to a phone number • Setting up Off-premise Message Notification to an extension • Setting up Off-premise Message Notification to a pager number • Changing Off-premise Message Notification parameters • Setting up Off-premise Message Notification to
Off-premise Message Notification Off-premise Message Notification parameters You can set up the parameters for Off-premise Message Notification from any touch tone phone. The parameters include: • destination type (telephone, extension or pager) • destination number (telephone, extension or pager) • time range for receiving calls at phone numbers or extensions (Pagers are notified any time there is a qualifying message.
Off-premise Message Notification 67 ADD OK Start hhmm: RETRY OK RETRY AM PM RETRY OK Stop hhmm: RETRY OK RETRY AM PM RETRY OK 8. Press OK or £ to accept the destination phone number. The represents the phone number. Press ADD or ¤ to add special characters. For information, refer to Adding special characters to the destination number on page 58. After you add special characters, press OK or £ to accept the destination number. 9.
Off-premise Message Notification Setting up Off-premise Message Notification to an extension To set up Off-premise Message Notification to one extension for the first time: 1. Press ƒ·°⁄ to open your mailbox. Pswd: OTHR 2. Enter your mailbox password and press OK or £. RETRY OK 0 new 0 saved PLAY REC ADMIN 3. Press ADMIN or °. Mailbox admin GREET PSWD QUIT 4. Press fl to open the Off-premise Message Notification menu. Msg notify ADMIN 5.
Off-premise Message Notification 69 Start: CHNG NEXT 15. Press NEXT or £ to accept the start time that you entered. Press CHNG or ⁄ to change the start time. Note: Steps 16 and 17 allow you to review the start and stop times. Stop: CHNG NEXT 16. Press NEXT or £ to accept the stop time that you entered. Press CHNG or ⁄ to change the stop time. Msg type: new CHNG 17. You can choose to be notified of all new messages or urgent messages only.
Off-premise Message Notification Setting up Off-premise Message Notification to a pager number When you set up Off-premise Message Notification, you can add special characters to the destination pager number.
Off-premise Message Notification 71 Pager: RETRY OK ADD OK Show: CHNG NEXT 7. Enter the destination pager number and press OK or £. 8. Press OK or £ to accept the destination pager number. The represents the pager number. Press ADD or ¤ to add special characters. If the paging service requires additional answer or setup time, add pause characters to the beginning of the pager message. For information, refer to Adding special characters to the destination number on page 58.
Off-premise Message Notification Changing Off-premise Message Notification To change the parameters of Off-premise Message Notification refer to: • Changing Off-premise Message Notification parameters • Changing the destination type from a pager to a telephone or extension on page 74 • Changing the destination type from phone or extension to a pager on page 75 Changing Off-premise Message Notification parameters To change the Off-premise Message Notification parameters from your Enterprise Edge te
Off-premise Message Notification 73 9. Press OK or £ to accept the destination number (represented by the ). Press ADD or ¤ to add special characters if the destination number is a phone or pager. For information, refer to Adding special characters to the destination number on page 58. After you add special characters, press OK or £ to accept the destination number. Note: If you chose a phone or extension destination, go to step 11. Notify: CHNG NEXT 10.
Off-premise Message Notification Changing the destination type from a pager to a telephone or extension To change the Off-premise Message Notification destination from a pager to a phone or extension (assuming that you have never entered a time range): 1. Press ƒ·°⁄ to open your mailbox. Pswd: OTHR 2. Enter your mailbox password and press OK or £. RETRY OK 0 new 0 saved PLAY REC ADMIN 3. Press ADMIN or °. Mailbox admin GREET PSWD QUIT 4. Press fl to open the Off-premise Message Notification menu.
Off-premise Message Notification 75 Changing the destination type from phone or extension to a pager To change the Off-premise Message Notification destination from a phone or extension to a pager: 1. Press ƒ·°⁄ to open your mailbox. Pswd: OTHR 2. Enter your mailbox password and press OK or £. RETRY OK 0 new 0 saved PLAY REC ADMIN 3. Press ADMIN or °. Mailbox admin GREET PSWD QUIT 4. Press fl to open the Off-premise Message Notification menu. Msg notify ADMIN SELECT 5.
Off-premise Message Notification Setting up Off-premise Message Notification to more than one destination You can receive notification of a message at a maximum of five different destination numbers assigned by you. The following steps show you how to enter a phone number destination and then add a pager destination for the first time. To set up Off-premise Message Notification to more than one destination number: 1. Press ƒ·°⁄ to open your mailbox. Pswd: OTHR 2.
Off-premise Message Notification 77 Stop hhmm: RETRY OK RETRY AM PM RETRY OK 12. Enter the time when Off-premise Message Notification is to stop. This is a four digit field. Any single-digit hour and minute must be preceded by a zero. 13. Press AM or ⁄ or PM or ¤. 14. Press OK or £ to accept the stop time. Notify 2:pager CHNG OTHR NEXT 15. Press NEXT or £. Notify 3:none SETUP NEXT 16. Press NEXT or £ to continue. Press SETUP to add another destination.
Off-premise Message Notification Deleting an Off-premise Message Notification destination number If you have set up more than one destination number in Off-premise Message Notification, you are given the option to delete the destination(s). To delete an Offpremise Message Notification destination: 1. Press ƒ·°⁄ to open your mailbox. Pswd: OTHR 2. Enter your mailbox password and press OK or £. RETRY OK 0 new 0 saved PLAY REC ADMIN 3. Press ADMIN or °. Mailbox admin GREET PSWD QUIT 4.
Off-premise Message Notification 79 Inserting an Off-premise Message Notification destination number You have the option to insert destination number(s) if you have more than one destination number. To insert an Off-premise Message Notification destination: 1. Press ƒ·°⁄ to open your mailbox. Pswd: OTHR 2. Enter your mailbox password and press OK or £. RETRY OK 0 new 0 saved PLAY REC ADMIN 3. Press ADMIN or °. Mailbox admin GREET PSWD QUIT 4.
Off-premise Message Notification Turning Off-premise Message Notification on and off You can turn Off-premise Message Notification on or off at any time. When you turn Off-premise Message Notification off, you do not affect any of the assigned parameters (refer to About Off-premise Message Notification on page 65.) When you turn Off-premise Message Notification is on, you are notified whenever you receive a message during the time you specified. To turn Off-premise Message Notification on and off: 1.
Recording a call 11 Introduction ƒ·°· allows you to record an active telephone call and place the resulting message in your mailbox. Before you activate the Call Record feature, ask the parties on the call for permission to record the call. The maximum length of the Call Record message is determined by the Class of Service setting for your incoming message length. If the mailbox message length is surpassed, the voice prompt “Recording stopped.
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Enterprise Edge Voice Messaging Tips 12 Introduction This chapter describes some easy to follow guidelines to optimize using Enterprise Edge Voice Messaging. Enterprise Edge Voice Messaging Tips To take advantage of Enterprise Edge Voice Messaging and its many features: Listen to your messages frequently. Answer your messages promptly to encourage callers to use Enterprise Edge Voice Messaging and reassure them that it is as reliable as speaking with you personally.
Enterprise Edge Voice Messaging Tips Extended Absence Greeting. Begin this greeting by announcing your vacation or travel plans. This gets the attention of the caller. For example, “Vacation alert! Hi, this is Marshall. I will be on vacation starting on the 5th, and I will be returning to work on the 12th. If you care to do so, please leave a message and I will return your call when I return from vacation. For immediate assistance, please press zero.” Record your greetings and messages clearly.
13 Troubleshooting Introduction This chapter describes some problems that can occur while you are using Enterprise Edge Voice Messaging. This chapter includes a list of typical problems and what to do when they occur. The problems you encounter while using Enterprise Edge Voice Messaging are usually operating problems. Sometimes a difficulty occurs that indicates a system problem with the Enterprise Edge server.
Troubleshooting My name is not played in the Company Directory. Check to ensure that your mailbox is initialized. If it is not initialized, your name is not played in the Company Directory and your mailbox cannot receive any messages. If you have recorded your Company Directory name, ask your System Administrator to ensure that the Company Directory Override is set to YES. I have forgotten my mailbox password. A forgotten password cannot be recovered.
Troubleshooting 87 Outbound Transfer does not work. Ensure that you have recorded the correct instructions for callers in your personal greeting. In your greeting, tell callers to press ‡ to reach you. Refer to Outbound Transfer on page 58. Ensure that the destination number you enter is not restricted. For example, if you cannot call long distance numbers from your telephone, then you cannot set up Outbound Transfer to a long distance number. Check to see if Outbound Transfer is turned on.
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Appendix A: Default values and tone commands Default mailbox numbers for the General Delivery mailbox s Mailbox number length Default General Delivery Mailbox number 2 10 3 100 4 1000 5 10000 6 100000 7 1000000 If the Group List leading digit is one then the default General Delivery mailbox numbers begin with two.
Appendix A: Default values and tone commands Enterprise Edge Voice Messaging Reference Guide P0908524 Issue 01
Glossary Administration The tasks involved in maintaining the Enterprise Edge Voice Messaging mailboxes, greetings and set up configuration. Alternate greeting A greeting recorded for a Personal mailbox and played on occasions such as absence, illness, or vacation. Attendant sign On/Off The task performed by a company receptionist or Operator that indicates to Enterprise Edge Voice Messaging when an Operator is available to answer calls.
Glossary Designated Operator An individual in a company who is assigned to answer the Enterprise Edge Voice Messaging Operator Request option. Display A one-line or two-line screen on an Enterprise Edge telephone that shows Enterprise Edge Voice Messaging commands and options. Display buttons The three buttons that appear on an Enterprise Edge two line display display. When pressed, these buttons select the specified Enterprise Edge Voice Messaging option.
Glossary 93 Group Lists A collection of mailbox numbers assigned to a special group name and number by the System Administrator. If a message is sent to a Group List, all mailboxes contained in the list receive the same message. Guest mailbox A mailbox assigned to a user who does not have an extension. Information mailbox A mailbox that provides a caller with a message describing goods or services available from your company.
Glossary Never Full mailboxes Your Enterprise Edge Voice Messaging mailbox is equipped with the Never Full mailbox feature, which allows an external caller to leave a message in your mailbox, even if the mailbox is “full”. The message will be stored, but cannot be accessed until you delete at least one saved message. Off-premise Message Notification The Enterprise Edge Voice Messaging feature that calls destination numbers that you set up, to let you know you have a new or urgent message.
Glossary 95 Resetting passwords A System Administrator task that changes a mailbox password from its current setting back to the Enterprise Edge Voice Messaging default setting 0000 (four zeros). Special mailboxes The two mailboxes used by the System Administrator and designated Enterprise Edge Voice Messaging Operator. The two Special mailboxes are System Administrator and General Delivery.
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Index A Activating Call Forward with Caller ID 51 Outbound Transfer 63 Adding special characters pause characters 71 to a destination number 58 Alert tone 52 Alternate greeting 28, 83 choosing whether mailbox accepts messages 31 using 31 Alternate Language 13 Assigning Message Delivery options 42 Personalized greeting 32 Assigning a Target Attendant overrides routing to Operator 20 Automated Attendant 39, 57, 85 transferring to 57 Automatic disconnection from Information message 29 B Broadcast messages 44
Index Destination telephone number character limit 58 Directory number sent as default pager message 71 Displaying feature codes 23 E Entering a destination number 58 Entering characters on command line 11 Enterprise Edge ATA 2 has no feature button 11 no Message Waiting Notification capability 11 Enterprise Edge one-line display telephones using 9 using the dialpad to make selections 9 Enterprise Edge two-line display telephones, using 10 Enterprise Edge Voice Messaging default password 15 display 11 h
Index 99 Personal 13 Special 14 User 13 Making selections using the dialpad with Enterprise Edge one-line display telephones 9 Memory buttons 21 Menu, Home (CCR) 57 Message Delivery options assigning 42 Certified 44 Normal 44 Private 44 Timed Delivery 44 Urgent 44 Message Waiting Notification not available with Enterprise Edge ATA 2 11 Messages addressed to a Group List 41 Broadcast 44 copying 36, 50 using ALL 50 using CC 50 cut off 86 deleted, retrieving 38 deleting 36 erasing 36 Group 41 left in General D
Index Personalized greeting 28 assigning 32 deleting 33 recording 32 Play order of messages 44 Playing the message Envelope 36 Playing your mailbox messages 36 Prerequisites, for using guide 7 Primary greeting 28, 83 Primary or Alternate greeting choosing 31 Private Message Delivery option 44 no forwarding with 44 Private messages cannot copy 50 not forwarded 44 Programming a memory button to a feature code 24 Prompt language, wrong 86 R Recording Alternate greeting 29 Personalized greeting 32 Primary
