Unified Messaging System System Manual Catalog No.
Catalog No. 76-110-0887/0 Release 1.0 Issue 1 Unified Messaging System System Manual Telrad Tenecss Inc.
NOTICE This publication refers to the Telrad emaGEN Unified Messaging System, Release 1.0, Issue 1, connected to any of Telrad’s unite family of telephone systems, Releases SB7/DB7/LB7, as of February 2002. Telrad Tenecs, Inc. reserves the right to modify the equipment and software described herein without prior notice. However, changes made to the equipment or to the software described herein do not necessarily render this publication invalid.
CONTENTS Section 1 INTRODUCTION 1.1 MANUAL SCOPE....................................................................................... 1-1 1.2 STRUCTURE OF THE MANUAL ............................................................... 1-1 1.3 INTENDED AUDIENCE ............................................................................. 1-3 1.4 APPLICABLE DOCUMENTATION............................................................. 1-3 1.5 TYPOGRAPHICAL CONVENTIONS ...............................................
CONTENTS (Continued) 3.9 SYSTEM PREPARATION AND CONNECTIONS TO emaGEN .............. 3-8 3.9.1 Mounting a MIM on an OCD card .................................................... 3-8 3.9.2 Inserting an OCD card into the system cabinet.............................. 3-10 3.9.3 Completing the data connection..................................................... 3-11 3.9.4 Performing the audio connection ................................................... 3-12 3.10 ADDITIONAL STEPS BEFORE ACTIVATING emaGEN ......
CONTENTS (Continued) 4.3.2 No Response from the user ............................................................. 4-1 4.3.3 Too many Errors .............................................................................. 4-2 4.3.4 Allowable time between key entries ................................................. 4-2 4.3.5 Use of the # key to terminate an entry ............................................. 4-2 4.3.6 Use of the * key ...........................................................................
CONTENTS (Continued) Section 7 SITE 7.1 GENERAL ..........................................................................................7-1 7.2 SITE -- GENERAL INFORMATION............................................................ 7-2 7.3 THE SITE SETTINGS SCREEN ................................................................ 7-5 7.4 PARAMETERS ON THE SITE --> SETTINGS SCREEN ........................... 7-5 7.5 SPECIAL KEY PARAMETERS ON THE SITE --> SETTINGS SCREEN .. 7-7 7.
CONTENTS (Continued) Section 10 DEPARTMENTS 10.1 DEPARTMENT DEFINITION ............................................................10-1 10.1.1 Recording system greetings......................................................... 10-2 10.1.2 Conversion table .......................................................................... 10-2 10.1.3 Using a script instead of the standard automated attendant ........ 10-3 10.2 DEPARTMENT -- PROPERTIES GENERAL SETTINGS ..................... 10-3 10.
CONTENTS (Continued) 12.2 PERSONAL OPTIONS........................................................................... 12-3 12.3 MESSAGES ........................................................................................... 12-5 12.4 INCOMING CALLS................................................................................. 12-7 12.4.1 Ringer MWI .................................................................................. 12-9 12.5 HOUSEKEEPING.................................................
CONTENTS (Continued) Section 16 VOICE PROMPTS 16.1 GENERAL .............................................................................................. 16-1 16.2 VOICE PROMPT LIST ........................................................................... 16-2 Section 17 REPORTS 17.1 REPORT TYPES.................................................................................... 17-1 17.2 MAILBOX LIST....................................................................................... 17-2 17.
CONTENTS (Continued) 19.6 ASSIGNING A MAILBOX NUMBER AND TENANT STATUS ............. 19-12 19.7 ASSIGNING INTERCOM RESTRICTION............................................ 19-13 19.8 STATION FEATURE PROGRAMMABLE BUTTONS .......................... 19-14 19.8.1 Programmable Keys Selection and Station Maps Screen ......... 19-14 19.9 ATTENDANT FEATURES PROGRAMMING....................................... 19-17 19.9.1 Programmable Keys and Attendant Definition Screen ............... 19-17 19.
CONTENTS (Continued) FIGURES (Continued) 6-1 emaGEN Web Controller Main Menu screen ................................................... 6-1 6-2 Your guide to emaGEN screens and instructions ............................................... 6-3 7-1 7-2 7-3 7-4 7-5 Site --> Site --> Site --> Site --> Site --> General Screen ...................................................................................... 7-1 Settings Screen..................................................................................
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Section 1 INTRODUCTION 1.1 MANUAL SCOPE This manual presents the information needed to install and program the emaGEN Unified Messaging System in conjunction with the unite family of systems. This information includes an overview of the emaGEN system, hardware and software installation procedures and instructions for programming emaGEN and its many features. 1.2 STRUCTURE OF THE MANUAL This manual is divided into the following sections: 1.
76-110-0887/0, Issue 1 7. SITE Provides administration definition instructions for adapting emaGEN to your specific site. 8. PBX PORT DEFINITION Provides administration definition instructions for your telephone system outside line ports. 9. PBX Provides administration definition instructions for your telephone system parameters, integration and outside lines. 10. DEPARTMENTS Provides administration definition instructions for configuring the emaGEN automated attendant to each department on your site.
Section 1: INTRODUCTION 19.PROGRAMMING FOR emaGEN IN unite SYSTEMS Provides a description of unite system programming requirements -- applied using the Windows-based eManager -- for emaGEN implementation. 1.3 INTENDED AUDIENCE This manual is intended for field technicians and for the System Administrator responsible for maintaining the Messaging System. emaGEN Unified The manual assumes the reader is familiar with unite system programming and with personal computers. 1.
76-110-0887/0, Issue 1 • 19 inch System Cabinet Administration and Installation Addendum -- Release 7 Catalog number 76-110-0881/0 • Operating Instructions -- Release 6 Catalog number 76-110-0165/F. • Operating Instruction Addendum -- Release 7 Catalog number 76-110-0165/G • Administration Manual -- Release 6 Catalog number 76-110-0175/F. • Administration Forms -- Release 6 Catalog number 76-110-0405/F.
Section 2 SYSTEM OVERVIEW 2.1 GENERAL This section provides a general overview of Telrad emaGEN system capabilities and features. It details the features of the emaGEN system and describes its physical connection with the unite family of systems, including the following systems: 2.
76-110-0887/0, Issue 1 seven digit mailboxes for message storage -- within the limits of the installed system platform. • emaGEN leaves messages on your unite system telephone set display. Users access emaGEN through the normal message answering procedure. You can also access emaGEN with softkeys from unite system Avanti 3025, Avanti 3020 and Avanti 3015D telephone sets and the Executive telephone set with expanded display.
Section 2: SYSTEM OVERVIEW nection to emaGEN, from any unite system telephone set, or any DTMF telephone. • When answered by the automated attendant, outside callers follow recorded instructions which explain how to dial directly to the extension of their choice or how to use the Automated Attendant Dial By Name feature to reach their desired party.
76-110-0887/0, Issue 1 • The user of a unite system Avanti 3025, Avanti 3020 and Avanti 3015D telephone set or Executive set with expanded display can view a list of incoming outside calls, provided that the Central Office supports Caller ID for those calls. These calls are differentiated between those that were answered and those that were not answered. The user can toggle between a display of the caller’s name or the caller’s number.
Section 2: SYSTEM OVERVIEW NOTE emaGEN is a versatile system with many programmable variations. Unless otherwise specified, this manual presents the default operation and settings of programmable features and parameters. 2.3 2.3.1 emaGEN SYSTEM HARDWARE The emaGEN-PC The emaGEN system is based on a dedicated personal computer, termed the emaGEN-PC, fitted with additional printed circuit cards, as required for full operation of the purchased system. 2.3.
76-110-0887/0, Issue 1 2.3.3 OCD cards in the system cabinet emaGEN can be configured with up to 28 voice mail ports, in all unite systems. The required audio and data connections are made between ema- GEN card(s) in the emaGEN-PC and OCD card(s) in the unite system cabinet. These connections consist of: • Data connection: from the emaGEN-PC com port, via a threewire cable to the RJ45 connector on the outside end of the first OCD card holding MIMs.
Section 2: SYSTEM OVERVIEW O C D card in system cabinet D ata cable from PC to O C D card MDF Audio cable/s from junction box to M D F Junction box Tw o tw o-pair audio cables from PC card to junction box Voice m ail card installed in the P C S ta n d ard 2 5 -p a ir ca b le /s fro m M D F J1 J2 PC PC com port Figure 2-1 2.
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Section 3 INSTALLATION 3.1 GENERAL Sections 3.2 through Section 3.6, below, describe planning and component requirements for the installation of the tem, . emaGEN sys- Section 3.7 through Section 3.16, below, describe the procedure for installing the physical components of emaGEN within the ema- GEN-PC, and the connections between the emaGEN-PC and the unite system. Section 3.17 through Section 3.21, below, describe post-installation checkout and troubleshooting procedures for emaGEN. 3.
76-110-0887/0, Issue 1 • unite system programming for emaGEN, as described in Section 19, below, utilizing the unite emanager. 3.3 3.3.1 INSTALLATION PREPARATIONS Reading the documentation Prior to setting up the emaGEN system, read through this manual and familiarize yourself with its content and the system components. 3.3.2 emaGEN-PC printed circuit cards The emaGEN-PC must be fitted with emaGEN printed circuit cards, depending on the number of emaGEN ports you wish to establish in your system.
Section 3: INSTALLATION The unite system configuration must include at least one OCD card for use with emaGEN. unite system configuration must include: • a second OCD card, if the emaGEN system includes more than 12 emaGEN voice mail ports; • a second and third OCD cards, if the emaGEN system includes more than 24 emaGEN voice mail ports. Each OCD card must be equipped with an MIM for each group of four emaGEN ports to be connected to the card.
76-110-0887/0, Issue 1 NOTE In order to assure proper functioning of the Speech Recognition feature, it is recommended that adequate memory be installed in the emaGEN-PC. 128 MB memory should be added to an emaGEN-PC with an initial memory of 128 MB, for every four additional voice ports installed in the system -- when upgrading from the initial four voice ports. 3.4.2 Communication requirements programming The baud rate for all system elements must be programmed as 9600 bps. 3.
Section 3: INSTALLATION 3.6.2 Audio cable(s) from the emaGEN-PC to the OCD card(s) You must connect each emaGEN-PC card to an OCD card by means of two audio cables, as described below and more fully in Section 3.9.4, below. This connection is by means of: • Two two-pair cables from the emaGEN-PC card to the junction box. • A pair of wires from each junction box terminal pair to the MDF audio terminals corresponding to each emaGEN port voice channel.
76-110-0887/0, Issue 1 emaGEN, on one, two or three OCD cards; • inserting the OCD card(s), with MIM(s) mounted, in the unite system cabinet. • Connection between emaGEN and the unite system; Section 3.9.3 and Section 3.9.
Section 3: INSTALLATION Table 3-1 Card no. MSB I/O port jumper settings jumpers LSB 9 8 7 6 5 4 3 2 1 0 1 O O X X X X X X X X 2 O O X X X X X X X O 3 O O X X X X X X O X 4 O O X X X X X X O O 5 O O X X X X X O X X 6 O O X X X X X O O O 7 O O X X X X X O X X 3.8.2 emaGEN-PC voice mail card insertion You must insert the emaGEN-PC cards into the emaGEN-PC. Cards can be placed in any PCI slot.
76-110-0887/0, Issue 1 Strap B elt D esk for ground B uc kle Figure 3-1 3.9 3.9.1 Wrist strap guarding against electrostatic discharge SYSTEM PREPARATION AND CONNECTIONS TO emaGEN Mounting an MIM on an OCD card Figure 3-2, below, shows the three module positions on the OCD card. Each OCD card can accommodate up to three cartridge modules, each serving a special option function.
Section 3: INSTALLATION 2. You then assign voice channel and DN numbers to the GEN ports. ema- 3. Lastly, you physically connect emaGEN-PC cards, via the audio cable, junction box, and MDF, to the audio channels of the OCD card MIM(s). To mount the MIM on the OCD card, perform the following steps, as shown in Figure 3-2, below: 1. Place the OCD card on a soft, clean surface (a piece of sponge or cardboard) with the components facing up. 2.
76-110-0887/0, Issue 1 Figure 3-2 Inserting the MIM on the OCD card 3.9.2 Inserting an OCD card into the system cabinet To insert an OCD card in one of the unite system cabinet slots, perform the following steps, as shown in Figure 3-3, below: 1. With the two plastic extension tabs on the end of the OCD card extended outwards, slide the card into the guide runners of the selected slot. 2. Carefully fit the card into the V-shaped insertion guides. 3.
Section 3: INSTALLATION Figure 3-3 OCD card insertion 3.9.3 Completing the data connection The first emaGEN card in the emaGEN-PC connects, as described below, directly to the OCD card in the unite system cabinet, by means of the RJ45 connector located at the end of the OCD card. If two, or more, emaGEN-PC cards are installed, you connect only the first emaGEN-PC card, card number 1, to the OCD card.
76-110-0887/0, Issue 1 The emaGEN-PC card connection to the OCD card is by means of a cable, shown in Figure 3-4 terminated by: • A 9-pin D-type female connector on the emaGEN-PC com port; • An RJ45 male connector on the OCD card end of the cable.
Section 3: INSTALLATION O C D card in system cabinet D ata cable from PC to O C D card MDF Audio cable/s from junction box to M D F Junction box Tw o tw o-pair audio cables from PC card to junction box Voice m ail card in the PC Standard 25-pair cable/s from M D F J1 J2 PC PC com port Figure 3-5 emaGEN cabling from emaGEN-PC to OCD card Note in the Figure 3-5, that: • Connector J3 on the emaGEN-PC card connects to the OCD card containing the MIM by means of a cable, shown in Figure 36, terminated b
76-110-0887/0, Issue 1 The wire functions and connections for the audio cable from the emaGEN-PC card to a junction box, and from that junction box to the MDF, are shown in Figure 3-6. For a detailed description of the unite system cabinet to MDF connections, refer to the unite family of systems Installation manual. .
Section 3: INSTALLATION Figure 3-7 Typical 25-pair cable connector from OCD block in MDF 3.10 ADDITIONAL STEPS BEFORE ACTIVATING emaGEN Although you have made all the required physical connections between the emaGEN-PC and the unite system, you are not yet ready to activate emaGEN.
76-110-0887/0, Issue 1 • Carry out the postinstallation checks described in Section 3.17 to Section 3.19 of this manual. • Program a series of unite features, which are necessary in order for emaGEN to operate, following the programming instructions in Section 19 of this manual. WARNING You should install an AC surge protector to protect the emaGEN-PC against power fluctuations. Install the surge protector before setup and test procedures are carried out. Use of a UPS is also recommended. 3.
Section 3: INSTALLATION Use modular line cords between the single-line set connections and the ports, then bundle and secure the modular cords. Use a marker to write the extension number assigned to the port number on the modular cords. Depending on the type of telephone system, and whether or not the system is integrated, the method of connecting with the telephone system varies. More information on integration may be found in the PBX chapter. 3.
76-110-0887/0, Issue 1 3.14 INSTALLING THE emaGEN SYSTEM Use the following procedure to install the equipment: 1. Inspect the shipping cartons for signs of damage. • The Carrier is responsible for any damage caused during shipment and should provide the distributor with information needed to file a damage report. • Once the claim has been filed, the item or items will then be repaired or replaced. 2. Carefully open each carton and remove the content.
Section 3: INSTALLATION 2. Walk through Site Parameters and enter appropriate information. 3. Enter Port Definition and configure the lines as needed. 4. Walk through PBX Parameters and integrate emaGEN with the local PBX. 5. If there are several departments in the particular installation, define them in Department definition. 6. Set the classes of service according to the customer’s needs. 7. Open mailboxes. 3.
76-110-0887/0, Issue 1 3.17 CHECKING CABLING After completing hardware installation, check all the wiring and cables for integrity and secure connections. Particular attention should be paid to the following items: • The audio connections between: • each emaGEN-PC voice mail card and the audio junction box; • the audio junction box and the MDF. • The data cabling between the the OCD card. emaGEN-PC voice mail card and • That all the connections to the unite system cabinet are firmly in place. 3.
Section 3: INSTALLATION 3.20 emaGEN SYSTEM DETAILED INSTALLATION INSTRUCTIONS 3.20.1 emaGEN Voice Mail full installation -- version 9 NOTE Commands you need to type are shown in bold. • Connect to the system with the following FTP command and paste the installation file (t3install.tgz) to the directory. FTP://root:tenecs@[system_ip] • Connect to the system with the Telnet command -- or locally with the terminal windows.
76-110-0887/0, Issue 1 • Enter password for user t3adm.tenecs • New password: Bad password: too simple tenecs • Re-enter new password: Password changed. tenecs • Configure postgres database (Y/N)?: y • Import vmsys database (Y/N)?:y • This will erase the old data. Are you sure (Y/N)?:y • Import default registry (Y/N)?:y • Install a1.exe file (Y/N)?: n • Do you want to install other languages (Y/N)?:y • Install Hebrew (Y/N)?: y • Install extra stuff (Y/N)?: \jsdk/.......
Section 3: INSTALLATION 2. Add a modem. 3. Remove a modem. 4. List availiable modems. q. Finish with hylafax configuration. • >1 Setup program for HylaFAX (tm)4.1. No scheduler config file exists,creating one from scratch.
76-110-0887/0, Issue 1 • Are these ok [yes]? Yes Creating new configuration file /var/spool/hylafax/etc/config... • Hylafax configuration. 1. Run fax setup. 2. Add a modem. 3. Remove a modem. 4. List availiable modems. q. Finish with hylafax configuration. • >2 • Enter device (ttyXXX): ttyS3 (modem in com4 define ttyS1 for modem in com1) [enter] [enter] Country code [1]? Area code [415]? Phone number of fax modem [+1.999.555.
Section 3: INSTALLATION to /var/spool/hylafax)[""]? [enter] Tag line font file (relative to /var/spool/hylafax) [etc/lutRS18.
76-110-0887/0, Issue 1 %%T" MaxRecvPages: 25 • Are these ok [yes]? yes • Hylafax configuration. 1. Run fax setup. 2. Add a modem. 3. Remove a modem. 4. List availiable modems. q. Finish with hylafax configuration. • >4 Modem List ttyS3 [make sure you see the modem defined] Press enter to continue. [enter] • Hylafax configuration. 1. Run fax setup. 2. Add a modem. 3. Remove a modem. 4. List availiable modems. q. Finish with hylafax configuration.
Section 3: INSTALLATION 4. List availiable modems. q. Finish with hylafax configuration. • >2 Enter device (ttyXXX): ttyM1c press [enter]for all options. Are these ok [yes]? Yes • Hylafax configuration. 1. Run fax setup. 2. Add a modem. 3. Remove a modem. 4. List availiable modems. q. Finish with hylafax configuration. • >2 Enter device (ttyXXX): ttyM1d press [enter]for all options. Are these ok [yes]? Yes • Hylafax configuration. 1. Run fax setup. 2. Add a modem. 3. Remove a modem. 4.
76-110-0887/0, Issue 1 3.21 INSTALLATION INSTRUCTIONS FOR ADDING ELEMENTS TO THE emaGEN SYSTEM 3.21.1 How to add voice ports 1. Run t3adm 2. Select x (extra stuff) 3. Select option 5 configure voice board 4. Follow instructions for adding voice boards 5. Replace the a1 file for support of more voice ports 6. Shut down system 7. Add voice boards (make sure to strap the jumpers properly) 8. Start system 3.21.2 How to add fax ports 1. Power off the system and insert the fax board 2. Boot the system 3.
Section 3: INSTALLATION 3. Select option 3 registry 4. Set parameters ->HostName to the IP address of the t3 system 5. Set smtp ->MailServer to the IP address of the SMTP server to be used to send out 6. Set smtp ->Sender to an email address for the system administrator 7. Select option 1 Services 8. Select option 5 and set t3imap and t3pop to Automatic 9. Restart t3vm,t3pop,t3imap 10. Follow instructions in system manual to setting up email client to a specific mailbox 11.
76-110-0887/0, Issue 1 3.21.6 How to add Speech Recognition NOTE In order to assure proper functioning of the Speech Recognition feature, it is recommended that adequate memory be installed in the emaGEN-PC. 128 MB memory should be added to an emaGEN-PC with an initial memory of 128 MB, for every four additional voice ports installed in the system -- when upgrading from the initial four voice ports. 1. Make sure you have ASR license for each voice port 2. Run t3adm 3. Select option 3 Registry 4.
Section 3: INSTALLATION 2. Load tone file(s). 3. Change registry keys. 4. Basic network configuration. 5. System backup. 6. System monitor. 7. A1 Info. 8. Verify Installation. 9. Shutdown system. x. Extra stuff. • Select option 5 for system backup. This will backup your system. Before that, it will stop any emaGEN services. Continue [yes/no]? yes All files backup to /../usr/T3/backup. ******************Backup Completed ****************** 3.22.2 Restore option: • Connect to emaGEN voice mail with Telnet.
76-110-0887/0, Issue 1 NOTE Restore will take affect from files under /../usr/backup only. Do not change the folder name or directory path. ******************Restore Completed ****************** 3.23 emaGEN SYSTEM DETAILED VERSION UPGRADE INSTRUCTIONS 3.23.1 To view your current system version. 1. Connect to the system with the Telnet command: telnet [system ip]. 2. Type system login user name: tenecs 3. Type system login password: tenecs 4. Type the command SU -- to login as administrator. 5.
Section 3: INSTALLATION to change to the installation directory file. 5. Type the command ./t3update -- to upgrade the system version. 6. At the end of the upgrade process type the command reboot -- to reboot the system with new version. 7. Close the Telnet session. 3.23.4 Verify correct system version After the system is up again, repeat the instructions in Section 3.23.1, above, to see if the system version is updated and if the upgrade installation is verified as correct.
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Section 4 OPERATION 4.1 GENERAL Before the system actually begins processing calls, certain information must be entered to complete the installation. Information about the company, the telephone system, and mailboxes must be entered. 4.2 CONVENTIONS A command is always referred to by the chain of menus you need to select to get to it. For example, to enter the mailbox menu: Users -> Mailboxes 4.
76-110-0887/0, Issue 1 has already detected DTMF during the call, and it knows the caller has a Touch Tone phone. In cases where DTMF is not detected by maGEN at the opening greeting point, when the caller does not respond to the prompts, maGEN will transfer the call to the No response Operator, specified in the Departments --> Properties --> No response mailbox field. e e 4.3.
Section 4: OPERATION 4.4 FIRST-TIME USER TUTORIAL e Upon entering the mailbox as a subscriber for the first time, maGEN greets the mailbox owner with a tutorial. The subscriber is prompted to record a name, personal greeting and private password. After having completed this tutorial, the subscriber: • is now in the directory, and • hears the subscriber's menu. 4.
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Section 5 SYSTEM ADMINISTRATION 5.1 GENERAL emaGEN system administration is done remotely using standard web based tools. You can connect to the system through a direct connect data cable, over an Intranet or the Internet, using a null modem cable or a standard modem. There are several administration tools at your disposal: • emaGEN T3adm – a configuration utility to help you setup the network and start / stop the system. emaGEN T3adm is executed from telnet / HyperTerminal.
76-110-0887/0, Issue 1 • create a direct PC-to-PC connection with a crossover data cable, as shown on the right, in Figure 5-1, below. Figure 5-1 Crossover Cable Diagram A data connection will ensure that TCP/IP protocol is running and will enable ftp, web browsing and telnet. For a data connection, you will need to know the IP address and subnet mask of emaGEN. 5.2.2 Modem connection emaGEN is configured to accept remote administration via modem.
Section 5: SYSTEM ADMINISTRATION 7. Click the “done” button (in Windows 98 click the “Continue” button), after which a new connection icon should appear in the local machine's task bar, which means you have established a TCP/IP connection with the remote machine. 8. Open an Internet browser, and enter in the URL line the remote IP address (192.168.0.100) to see the Web Controller administration site. B. Creating a dial-up account from windows 2000 1. Right-click “My Network Places”, select “Properties”. 2.
76-110-0887/0, Issue 1 9. Click “OK”. 10. Click “Next”. 11. Enter the emaGEN modem number. 12. Click “Finish”. 5.2.3 Null-Modem connection You can use a null modem cable to connect to the communication port on emaGEN. This connection will work regardless of an IP address, and you can use it in case the IP connection is not functional or the IP address of emaGEN is unknown.
Section 5: SYSTEM ADMINISTRATION 5.4 emaGEN T3 Adm The emaGEN T3adm is an administration and setup utility. It will enable you to change IP configuration, start and stop emaGEN, shutdown the system and change low level emaGEN parameters. To run the emaGEN T3adm program, proceed as follows. 5.4.1 Logging in – “telnet” To run the emaGEN T3adm program you need to be logged on to emaGEN using telnet. To run telnet: 1.
76-110-0887/0, Issue 1 The default password is: tenecs You are now logged in as a super user and ready to use emaGEN T3adm. You will get the main administration menu: emaGEN Basic Administrator Program. You will have the following options: 1. Start/Stop emaGEN Services 2. Load tone file(s) 3. Change registry keys 4. Basic network configuration 5. System backup 6. System monitor 7. A1 Info 8. Verify Installation 9. Shutdown system x. Extra stuff q.
Section 5: SYSTEM ADMINISTRATION NOTE It is recommended to wait approximately 15 seconds after stopping a service before restarting it, to allow all the program components to shut down. Option number 5 will allow you to select the startup mode for each server. When using the emaGEN VM main voice processing server, only, you can select Manual or automatic. The default setting is automatic, which means the server will start to work upon startup of the system. 5.4.
76-110-0887/0, Issue 1 Before backup, the system will notify you it is shutting down. 2. After the backup is complete, you will have to manually restart the system services. 5.4.6 System Monitor -- option 6 The system monitor will show you a real time info snapshot of all the system ports, as well as indication of the status of the serial link.
Section 5: SYSTEM ADMINISTRATION 5.4.11 Import/Export Data Base You can import or export a mailbox, class of service or department data base. You can then upload this information on a different machine and put it back on the current system. • Select the desired mailbox, COS or department. The system will request a floppy disk, or it will save it in a temporary location. 5.4.12 Select PBX emaGEN has a built in library of PBXs from which you can choose. 1. Simply select the PBX type and 2.
76-110-0887/0, Issue 1 • Enter the number of voice channels on the card. • Enter the number of RDSP on the card (1 for every 4 ports). 4. Finally, confirm the information and repeat for each card. 5. Reboot the system after completion of this process. 5.4.14 Define modem 1. Select which com port will be used for remote administration. For Com1 press 1, Com2 press 2, etc. 2. Fax ports can be defined as remote administration ports when setting up fax ports, below. 5.4.
Section 5: SYSTEM ADMINISTRATION You can choose to enable or disable fax ports for remote administration by modem. 5.4.16 Installing the Fax software In case step 1 of the previous section fails, that is you cannot run the fax setup option, follow the following procedure: 1. Log in as super user -- type: su -, followed by the root password. 2. Type: cd /emaGENinstall 3. Type: ./setup. This will run the emaGEN Installation procedure. 4. Press N on all options, until you reach the Install Fax option.
76-110-0887/0, Issue 1 You can run it while connected over an IP connection. Double click the emaGEN Monitor icon. You will be prompted for a host name. Enter the IP address of emaGEN. You will see the status of all ports. You can start or stop a port by right clicking the port. 5.6 emaGEN CONTROLLER The emaGEN Controller Main Menu screen -- shown in Figure 5-3, below -- is the top of the pyramid of all administration configuration and definition screens.
Section 5: SYSTEM ADMINISTRATION Figure 5-4 SMDR Reports definition screen To view information regarding a particular extensiion: • fill in the Extension number field. To view information regarding a particular trunk: • fill in the Trunk number field. 5.7.
76-110-0887/0, Issue 1 • the surcharge per call. The cost per minute is calculated in one minute increments. For example: If the cost per minute is 15 cents and the call duration is 45 seconds, the call cost is 15 cents. If the call duration is 1 minute and 5 seconds, the call cost is 30 cents.
Section 5: SYSTEM ADMINISTRATION Figure 5-5 Sample SMDR Report 5-15
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Section 6 emaGEN WEB CONTROLLER 6.1 THE emaGEN WEB CONTROLLER MAIN MENU SCREEN Figure 6-1 6.2 emaGEN Web Controller Main Menu screen THE emaGEN WEB CONTROLLER ADMINISTRATION UTILITY The emaGEN Web Controller screen is the administration utility of the emaGEN system. The emaGEN Web Controller is TCP-IP web-based, so you can use it locally or remotely over a network. 6.3 TO USE THE emaGEN WEB CONTROLLER 1. Open a browser 2.
76-110-0887/0, Issue 1 -- in the address line (URL) of your browser. 3. Log into the emaGEN Web Controller with a valid administrator mailbox: • the default mailbox is 100 • the password is 0000. At the start of each session you may specify the session timeout (default is 15 minutes). The session timeout is the amount of time the connection to the emaGEN server will be open.
Section 6: emaGEN WEB CONTROLLER emaGEN Controller Main Menu Fig. 5-3 Sect. 5.6 Web Controller Reports SMDR Web Controller Main Menu Reports Main Menu SMDR Fig. 6-1 Sect. 6.1 Mailboxes Departments Class of Service Site Parameters PBX Fig. 17-1 See Fig. 5-4 Sect. 5.7 Full Reports Mailbox List System Group List Mailbox Usage by Date Sect. 17.1 Mailbox Usage Daily Port Statistics System Statistics Hourly System Statistics Mailbox screens Properties Fig. 11-1 Sect. 11.1 Create New Mailbox Fig.
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Section 7 SITE 7.
76-110-0887/0, Issue 1 7.2 SITE – GENERAL INFORMATION Company Name This is the name of the site where the emaGEN system is installed. Legal values: 1 to 30 characters Default: Blank Action: Enter the name of the site. Address These fields are for the address of the installation site. Legal values: 1-30 characters, on 2lines Default: Blank Action: Enter the site address on the top line. Use the second line for room numbers, etc. P.O. box This field is where you can enter a P.O.
Section 7: SITE Telephone Numbers These fields are for the PBX/KTS system primary and secondary phone numbers. Legal values: 2 fields of 1 to 10 digits each Default: Blank Action: Enter the phone numbers, including area code. Fax number This field is where you can enter the site's FAX number Legal values: 1 to 10 digits Default: Blank Action: Enter the site's FAX number. Administrator Name This space is for the emaGEN Administrator's name.
76-110-0887/0, Issue 1 Number of Extensions This is the number of extensions connected to the private telephone system. Legal values: 1 to 99999 Default: Blank Action: Enter the number of connected extensions. Voice Mail Hunt Group Extension Number This is the pilot number of the hunt group that the PBX/KTS uses to access emaGEN. This field is used for the paging feature.
Section 7: SITE 7.3 THE SITE SETTINGS SCREEN Figure 7-2 Site --> Settings screen 7.4 PARAMETERS ON THE SITE --> SETTINGS SCREEN emaGEN has a built-in call queuing feature. When the auto-attendant detects a busy event from an extension, it can be set to allow the caller to be placed on hold, in a queue. emaGEN will arrange all incoming calls to this extension in a queue, and will let each caller know their position in the queue.
76-110-0887/0, Issue 1 Maximum Ports on Hold Allowed This field determines the total number of ports in the system that are allowed to be placed on emaGEN hold simultaneously. This amount is the MAXIMUM regardless of the amount allowed in a given mailbox. Legal values: 0 to 24 Default: 0 Action: Select from the drop box. Time Interval Between Busy This field controls the timer that determines how often emaGEN checks a held call to see if the called party's extension is still busy.
Section 7: SITE 7.5 SPECIAL KEY PARAMETERS ON THE SITE --> SETTINGS SCREEN Directory Assistance Key This field determines the digit that is pressed to have emaGEN present the directory of mailbox holders. Enter a space to disable the directory assistance option. Legal values: 0, 1, 2 to 9, *, # Default: 9 Action: Select from the drop box. End Recording Key This field determines the key press emaGEN recognizes as the signal from the caller to end a recording.
76-110-0887/0, Issue 1 7.6 SECURITY PARAMETERS ON THE SITE --> SETTINGS SCREEN Administrator Password This number is required for access to all System Administrator functions. The password can contain up to 4 digits. Legal values: 0000 to 9999 Default: 0000 Action: Enter from 1 to 4 digits for a desired password Mailbox This field tells emaGEN how many digits make up a valid mailbox number. This value is used to determine if a caller has dialed a mailbox number or a conversion table digit.
Section 7: SITE periods are. There can occur a situation in which the time greeting is “Good morning” yet the department greeting still indicates that the office is closed (night mode - set in department definition) - e.g. 05:00 AM. 7.8 Legal values: 12:00 to 11:59 / AM / PM Default: Morning - 12:00 AM, Afternoon - 12:00 PM, Evening - 05:00 PM Action: Select from the drop box.
76-110-0887/0, Issue 1 7.9 SYSTEM PARAMETERS ON THE SITE --> SETTINGS SCREEN System Time Out This is the duration of the time period after playing a system prompt that emaGEN gives the caller to key in the desired number of an extension. If no input is received during this time period, emaGEN continues on to the relevant NO-RESPONSE action. Recommended duration: 3 to 6 seconds. Legal values: 1-12 seconds Default: 4 seconds Action: Select duration from the drop box.
Section 7: SITE Action: Check all days to be considered weekdays. Page Wait This field determines the duration (in seconds) of the paging feature. This is the time a caller can wait on the line while emaGEN is paging a subscriber. If the subscriber has not contacted the system within this amount of time, the caller is prompted that the subscriber is not available. Legal values: 1 to 9999 sec Default: Blank Action: Enter the desired time duration. 7.
76-110-0887/0, Issue 1 7.11 PUBLIC ANNOUNCEMENT PARAMETERS Figure 7-3 Site --> Public Announcement screen emaGEN has the ability to activate the public announcement (PA) feature of the PBX. This allows the following emaGEN features: First, if a mailbox owner is away from his/her phone, he/she can be paged within the location and receive their calls at a phone elsewhere in the building.
Section 7: SITE Day This field determines the day(s) on which a scheduled PA announcement will be made. Legal values: Daily, None, Day of week Default: None Action: Select from the drop box. P.A. Time This field sets the time for a scheduled announcement to be made . Legal values: HH:MM AM/PM Default: 12:00 AM Action: Select time from the drop box. P.A. Zone This determines the P.A. zone access code to which an announcement is directed.
76-110-0887/0, Issue 1 emaGEN allows you to pre-program up to 16 holiday messages and their dates into the system. When the internal calendar matches one of these dates, the appropriate holiday greeting will be broadcast to the caller. The appropriate operation mode defined in the Holiday Operation Mode field in Department Definition will become active as well. After the holiday message is played, the defined department greetings will begin.
Section 7: SITE 7.13 CID ROUTING Figure 7-5 Site --> CID Routing screen The CID Routing table allows you to route calls based on the caller ID information. You can use a complete number or a partial number (which includes only the area code, or area code + exchange). You can bind each number in this table with a specific mailbox (which can also be a lead number for an ACD group or a script mailbox). You can also specify the type of action to be taken with this number.
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Section 8 PBX PORT DEFINITION 8.1 GENERAL Figure 8-1 PBX --> Port Definition screen The Port Definition menu defines the emaGEN port parameters on the PBX --> Port Definition screen, as follows. 8.2 PORT PARAMETERS Extension This is the extension number to which the particular port is connected.
76-110-0887/0, Issue 1 Department This field determines which department files are played when a call is answered by emaGEN. Legal values: 0-9 Default: 1 Action: select from the drop box. Receive calls This field determines if the port is allowed to receive incoming calls. Legal values: Yes, No Default: Yes Action: Select from the drop box. Initiate calls This field determines if the port is allowed to initiate outgoing calls.
Section 8: PBX PORT DEFINITION Card type This field determines if the port is voice dedicated, FAX dedicated, or combination voice/FAX. This information is important for the configuration of the fax-on-demand and fax mail options (See Fax Instructions). Legal values: Voice, Voice + Fax, Fax only Default: Voice Action: Select from the drop box. PBX type This field determines which PBX configuration to use for each port. emaGEN can support two different PBXs per system.
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Section 9 PBX 9.
76-110-0887/0, Issue 1 9.2 GENERAL PBX PARAMETERS PBX model This field identifies the PBX system model. Legal values: Telrad Default: None Action: None Most parameters you will not need to change, as the default values are correct for the specific PBX. A successful installation begins with a good PBX integration. There are several issues to be addressed when integrating with a PBX: 1. Proper Disconnect. 2. In-band integration information is in place. 3. Transfer to extensions is successful. 9.
Section 9: PBX 2. Disconnect string – Some PBXs will send a string of touch-tones immediately before dropping the call (but not necessarily drop the current). To detect this string, in PBX --> Parameters --> Disconnect Detection --> Disconnect string field, enter the required string. If the string is unknown to you, use a touch-tone grabber to detect the digits or consult technical support. NOTE The Micro detects a continuous noise. To trigger this mechanism, any noise with sufficient length will do.
76-110-0887/0, Issue 1 9.4 IN-BAND INTEGRATION Most modern PBXs will send in-band touch-tones at the beginning of a call to instruct the voice mail system how to handle the call. Check the PBX --> Integration --> Integration Parameters --> Full integration support field.
Section 9: PBX b. The PBX is sending digits to emaGEN in the beginning of the call. Use a test set, a touch-tone grabber or the flow control screen. c. A mailbox corresponding with the extension you are calling to exist. d. There is an entry in the PBX integration commands for “Take Msg.” e. If you are sure digits are being sent to emaGEN, check that the digits correspond with the “Take Msg.
76-110-0887/0, Issue 1 • PBX --> Parameters --> Timers --> Flash timer field and • PBX --> Parameters --> Timers --> Normal Pause field. If the flash timer is not set correctly, transfers will result in a hang up. To check call transfer, simply call the main auto attendant and press the mailbox number. emaGEN will transfer you to the extension. Make sure to pick up the extension and verify the call is connected. If transfer is not working properly, check the following: 1.
Section 9: PBX To check if MWI is working properly, leave a message in a mailbox and verify the MWI went on. Then enter the mailbox as a subscriber, delete the message and verify the MWI went off. If MWI is not working properly, check the following: 1. The mailbox MWI field, Mailbox --> MWI (Message Light) is set to A. 2. In PBX Port Definition -- Section 8 -- you have defined a port allowed to initiate calls, and this port is within the active ports of the system.
76-110-0887/0, Issue 1 Outbound calls prefix This field is where you enter the digit or string of digits needed to access an outgoing trunk group. Legal values: 0, 1, 2..9, * #, & / use "," for pause Default: 9 Action: Enter required string of digits. Direct dialing to extensions This field is where you enter the necessary digit string that emaGEN will use to dial an extension directly, such as for message notification when no message waiting indicator system is available. Legal values: 0, 2..
Section 9: PBX tempt. Legal values: 0, 1, 2..0, * #, & / use "," for pause Default: &, Action: Enter the required digit sequence to reconnect to the caller. After call screening This field determines the digit sequence emaGEN will use to reconnect with a caller after the called station has refused to accept a screened call. Legal values: 0, 1, 2..9, * #, & / use "," for pause Default: &, Action: Enter the required digit sequence to reconnect to the caller.
76-110-0887/0, Issue 1 message Waiting Indicator; ON/OFF. Legal values: [Light ON] Code [Light OFF] Code blank Default: Blank Action: Enter the required codes These fields contains the PBX/KTS code used to turn the "A" Type message Waiting Indicator; ON/OFF. Type B These fields contains the PBX/KTS code to turn ON/OFF the "B" TYPE message lamp.
Section 9: PBX 9.9 PBX TIMERS Flash & This field determines the time in milliseconds for emaGEN to use for a flash designated with this symbol (the ampersand) while processing a digit sequence. Legal values: 1-999 msec Default: Blank Action: Enter the desired time period. Pause , This field determines the time in milliseconds for emaGEN to use for a pause designated with this “,” (comma) in a digit sequence. Legal values: 1-9999 msec Default: Blank Action: Enter the desired time period.
76-110-0887/0, Issue 1 condition to re-try a call-out operation. Legal values: 1-999 seconds Default: 1 Action: Enter the desired waiting period before retrying a call-out operation. Call out delay This field determines how long emaGEN will wait before re-trying to call out a number if the first attempt was unsuccessful. Legal values: 1-999 seconds Default: 1 Action: Enter the desired waiting period before retrying a call-out operation. 9.
Section 9: PBX sequence must be repeated before emaGEN decides that the caller has disconnected. Legal values: 1-99 Default: 0 Action: Enter the desired number of times to test the silent periods. Max non silence duration This field determines the time allowed for non-silence (i.e. Noise, particularly Dial Tone) to appear on the line before emaGEN disconnects. This is in order to distinguish between Disconnect and Speech.
76-110-0887/0, Issue 1 Action: Enter the desired PBX sequence to signal disconnect. 9.11 INTEGRATION PARAMETERS Figure 9-2 PBX --> Integration screen The following parameters are used in Full DTMF Integration only. If full integration mode is checked, emaGEN would expect to receive Touch Tones from the PBX. It will then handle the call according to the table below. Full integration support This field tells emaGEN whether or not to expect information from the PBX.
Section 9: PBX signaling, gives emaGEN information for processing the call. For example, a digit string might tell emaGEN that the call is routed to voice mail from a busy or no answer extension (emaGEN will announce to the caller that the extension is busy/unanswered and offer available options). If a DTMF string is not received, emaGEN will play the normal Welcome message. There are 20 different string entry fields for a total of 20 different action options.
76-110-0887/0, Issue 1 Interdigit delay This field determines the amount of time allowed between DTMF digits. This timer is used when emaGEN is analyzing the incoming DTMF strings. Once emaGEN sees a period of time between digits that exceeds this value, it assumes that the PBX has stopped sending digits and will now act upon the DTMF information already received for processing the call. Legal values: 1-999 sec Default: 3 seconds Action: enter the required time period.
Section 9: PBX • • • • S - source digit(s) E - target extension digit(s) L - line (trunk) digit(s) ? – Caller ID digit(s) See the string examples below to get a good idea of how these protocols are set up. Legal values: 0, 1, 2-9, *, #, S, E, L, ? Default: Blank Action: Enter the correct DTMF protocol for the desired action choice. DTMF String Examples: • ***4EEE (No Answer) Action No answer from "EEE" destination extension number. emaGEN expects ***4 and three extension digits.
76-110-0887/0, Issue 1 No answer The caller will be sent directly to the message-taking menu for the mailbox which emaGEN attempted a transfer to but received a noanswer condition. Take msg. The caller will be sent directly to the message-taking menu for the mailbox which emaGEN attempted a transfer to, but received a refusal such as a do-not-disturb signal. Enter M.B. The caller will be sent directly to get password prompt.
Section 9: PBX 9.12 CONFERENCE SEQUENCE The conference sequence is used to connect a caller to a subscriber in a remote location. The Automated attendant allows transfer of a call to a remote location instead of an external extension, defined in the Mailbox --> Properties --> Follow me field; see Section 11.5.
76-110-0887/0, Issue 1 reconnect the caller if a busy is received from the remote location. Legal values: 0, 1, 2..9, * #, & / use "," for pause Default: Blank Action: Enter the required digits. Reconnect if no answer This field contains the sequence of digits that emaGEN must dial to reconnect the caller if a no answer is received from the remote location. Legal values: 0, 1, 2..9, * #, & / use "," for pause Default: Blank Action: Enter the required digits.
Section 9: PBX 9.13 TRUNK INTEGRATION TABLE Figure 9-3 PBX --> Trunk Integration screen emaGEN has the ability to identify up to 64 different incoming trunk codes and use them to direct incoming calls to a specific department for processing. If the PBX has the capacity to send a code in the DTMF sequence, emaGEN will use this code to identify what department a given call is to be sent to. This functionality allows all ports to be non-dedicated, providing the most efficient use of the emaGEN system.
76-110-0887/0, Issue 1 Department This field tells emaGEN what department to use when the related trunk code is received by emaGEN. Legal values: 1-9 Default: Blank Action: Select from the drop list. 9.14 RS232 INTEGRATION TABLE Figure 9-4 PBX --> Serial Integration screen emaGEN supports four different com ports, which can be set independently. The com port default is com1. Each of the following fields is applicable in all four com ports.
Section 9: PBX Legal values: Internal ANI For Integration with Telrad Systems. ANI protocol -- not used for emaGEN. This should always be internal. SMDI1 SMDI protocol -- data without ring. SMDI2 SMDI protocol -- data before ring. SMDI3 SMDI protocol -- data after ring. Default: None Action: Select from the drop list Channels This field determines for which channels this com port is receiving data.
76-110-0887/0, Issue 1 Stop bit This field determines the stop bit for the data interchange. Legal values: 1/2 Default: 1 Action: Click the button. Word length This field determines the word length (in bits) for the data interchange. Legal values: 7/8 Default: 8 Action: Select 7 or 8. Xon / Xoff This field determines transmission type. Legal values: Xon / Xoff Default: 70/30 Action: Use default unless specified otherwise by communication method.
Section 10 DEPARTMENTS 10.1 DEPARTMENT DEFINITION Figure 10-1 Department --> Properties screen The Department definition is used to configure the automated attendant aspect of each department. In most cases you will use only one department, which will be the site’s automated attendant.
76-110-0887/0, Issue 1 The department activated for each port: • is defined in the PBX --> Port Definition (“Department” Column on PBX --> Port Definition screen, see Section 7) or • can be dynamically set using a PBX Integration Line command (on the PBX --> Trunk Integration screen, see Section 8.11). NOTE If a call comes in and integration information sent by the PBX routes the call to a specific mailbox, the main automated attendant will not be activated.
Section 10: DEPARTMENTS While the user is listening to the automated attendant greeting, you want to provide them with one-touch dialing in addition to the ability to dial a mailbox number or press 0 to reach the operator. The one-touch dialing is defined in the conversion table. For each digit option you want to use as a one-touch number, assign a mailbox number -- in the Department --> Properties --> Conversion Table. The automated attendant will execute the routing to this mailbox.
76-110-0887/0, Issue 1 Action: Enter department/tenant number. Normal operation mode These fields determine which mode the selected department will operate in Normal conditions. Each mode can contain different main greetings, different operators and different script routings. When in Automatic mode, emaGEN responds by routing the calls according to the internal clock and the working hours table described below.
Section 10: DEPARTMENTS caller. Legal values: any mailbox number in system Default: Blank Action: Select from the drop list. Operator mailbox - Day/Lunch/Night This field contains the Operator's mailbox number.
76-110-0887/0, Issue 1 Language digit If an alternate language is being used, any time while listening to the opening message a caller can select this digit and toggle between the two languages. NOTE It is important to make mention of this digit when recording the opening message. WARNING Do not conflict with other entries in the conversion table!!! Legal values: 1..9 Default: 7 Action: Select from the drop box. 10.
Section 10: DEPARTMENTS a three digit entry. The # key will not be active. When using the Prerecorded and List options, the caller will be prompted to enter a three digit entry or press the # key to listen to a list of names. When using the Prerecorded only and List only options, the caller will hear a list of names. There will be no further input of digits. Legal values: Normal, Prerecorded, List, Prerecorded only, List only Default: Normal Action: Click the button. 10.
76-110-0887/0, Issue 1 Lunch time This is when the Lunch period begins. If not used, enter 12:00AM. Legal values: 12:00AM – 11:59 PM Default: 12:00AM Action: Select a time. Lunch over This is the time that the Lunch period ends. Legal values: 12:00AM – 11:59 PM Default: 12:00AM Action: Select a time. Closing This is the time that the Night Mode starts. Legal values: 12:00AM – 11:59 PM Default: Action: Select a time. 10.5 DEPARTMENT --> PROPERTIES CONVERSION TABLE [1], [2],...
Section 10: DEPARTMENTS 10.6 DEPARTMENT --> DIRECTORY ASSISTANCE Figure 10-3 Department --> Directory Assistance screen The Directory Assistance screen is used for two purposes: • Speech recognition Automated Attendant • Key Press Directory Assistance Names can be imported from the mailbox list, and you can also enter new names into this list and associate them with mailboxes. 10.6.
76-110-0887/0, Issue 1 words “message Jim” the call will be transferred to mailbox 102 to leave a message, and upon recognition of the words “user Jim” the caller will be prompted to enter the password in mailbox 102. You may define multiple names pointing to the same mailbox. By this you can have the same user be accessed through their first name, last name or any combination as well as nicknames or department names. 10.6.
Section 10: DEPARTMENTS 10.7 SETTING UP SPEECH RECOGNITION NOTE In order to assure proper functioning of the Speech Recognition feature, it is recommended that adequate memory be installed in the emaGEN-PC. 128 MB memory should be added to an emaGEN-PC with an initial memory of 128 MB, for every four additional voice ports installed in the system -- when upgrading from the initial four voice ports. Speech recognition works by training the system to recognize names and pronunciations.
76-110-0887/0, Issue 1 Figure 10-4 Site --> Speech Recognition screen On this screen, you can add and remove names to/from the list. Add all the names you would like to add to the pronunciation list. Each name corresponds to a prompt number, which you use to record the name through the phone (see Section 10.7.2, below). Names should be entered without spaces.
Section 10: DEPARTMENTS 10.7.2 Adding names to the pronunciation table 1. Call into the system and enter as an administrator. 2. Select option 9 from the administration menu – Speech recognition. You will then be prompted to enter a file number. These numbers correspond to the numbers you entered in the Directory Assistance table in Section 10.6, above. After selecting the file number, you can record it, add to pronunciation file, remove from the pronunciation file or listen to the name you recorded. 3.
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Section 11 MAILBOX 11.1 MAILBOX MAINTENANCE The most basic element of the system, the mailbox, is created and maintained thru the Mailbox --> Properties screen, shown in Figure 11-1, below.
76-110-0887/0, Issue 1 11.2 ESSENTIAL FIELDS TO SET WHEN CREATING NEW MAILBOXES • Department: Make sure you use a valid department number. • Extension number: By default, the first extension number is similar to the mailbox number. • Class of Service: Make sure you enter a valid class of service. • Last/First Name: This will identify the mailbox to callers using the directory assistance feature.
Section 11: MAILBOX Figure 11-3 Create New Mailbox screen 2. Fill in -- on the Create New Mailbox screen -- the number of the "New Mailbox" you want to create. 3. Select -- in the "Copy From" field drop box -- the number of the existing mailbox from which you want to copy the information for the new mailbox. 4. Check the "Copy Conversion Table", if desired. 5. Fill in the "New Password" for the new mailbox. 6. Click the [CREATE] button. The new mailbox is created and saved in the database.
76-110-0887/0, Issue 1 Message Light This field controls the message waiting light for each mailbox. There are three different message light methods you can use for each mailbox: A - use the codes programmed for type A fields in PBX -Parameters --> Dial Strings --> MWI; see Section 9.6.1. B - use the codes programmed for type B fields in PBX -Parameters --> Dial Strings --> MWI; see Section 9.6.1. R - ring the primary extension (1) of the mailbox at the interval set in the corresponding COS.
Section 11: MAILBOX This code will be used in addition to the first MWI and second MWI, unless they are explicitly disabled -- by being set to N. Legal values: check / uncheck; Default: unchecked Action: Enter up to a 7-digit mailbox number for MWI ON and /or MWI OFF at a specific extension. Click the Active check box to activate or deactivate the special MWI.
76-110-0887/0, Issue 1 • Script mailbox A script mailbox can contain pre-programmed sets of instructions that control a caller's options while they are in the mailbox. It is possible to create custom applications with relative ease, by utilizing simple scripting tools available in a menu. Either the system administrator or the system installer can perform this programming. See Section 14, Scripts, for more information.
Section 11: MAILBOX Last Name This field is where you enter the mailbox holder's last name, or a specific department name, such as Accounting. Legal values: Up to 19 characters Default: Blank Action: Enter the desired mailbox holder's name. First Name This field is where you enter the mailbox holder's first name. Legal values: up to 10 characters Default: Blank Action: Enter the mailbox holder's first name. NOTE The Directory Assistance feature is programmed in Section 10.6 under Departments.
76-110-0887/0, Issue 1 Message monitor duration Some PBX’s allow for a message monitor function. The message monitor (also known as “Answering machine emulation”) allows the owners to screen messages left in their mailboxes and access a caller out of voice mail by pressing a key. This timer defines the duration in which the message will be heard over the user’s speakerphone. The range is between 1 and 999 seconds. Click the unlimited check box for unlimited monitor time.
Section 11: MAILBOX box. However, you can specify other types of messages by checking the different message type option fields. You can define a delay timer, after which the message will be copied. If the message was heard by the mailbox owner before this timer expires, the “copy to” operation will be cancelled for this message. Applications: A sales manager wants to have a copy of all messages left in a salesperson's mailbox copied to his mailbox for later review and follow-up.
76-110-0887/0, Issue 1 before they end-up in the voice mailbox. In this case, emaGEN will serve as an attendant trying to locate the called party within the site. NOTE In order to enable a transfer to more than one extension, the transfer supervision field for this mailbox in Class of Service must be set to Full. See Class of service --> Incoming Calls --> Transfer Supervision, Section 12.3.
Section 11: MAILBOX selves. After having recorded the caller's name, emaGEN calls the mailbox owner and plays it back to the mailbox owner. The mailbox owner now has the option of accepting the call or refusing it. If the call is refused, the caller is notified by the system that the party is not available, then given the option to leave a message. Call screening is used for external call forward and follow me. NOTE This field only pertains to switches without a PBX-side call screening.
76-110-0887/0, Issue 1 PA paging mode This field controls whether the mailbox owner initiate a call announcement over the PA paging system. This feature can be used at all times (Always) or only during night mode (Night). If this feature is permitted, the procedure will occur as follows: • Upon a "Ring-No-answer" condition, a caller is notified that the called party does not answer. • The caller is offered an option to page the called party.
Section 11: MAILBOX requests a one-time wake up call, as opposed to a normal wake up call which is used daily by the owner. The first field in Weekday and in Weekend is the activation switch, it can checked or unchecked. The next two fields are the call out number and the call out time. Legal values: N/H; Y/N; Y/N; up to 11 digits number Default: No entry Action: Click the mode button. Check or uncheck the Weekday or Weekend activation box.
76-110-0887/0, Issue 1 11.7 CONVERSION TABLE Figure 11-4 Mailbox --> Conversion Table screen The conversion table is designed to allow the user to reroute a call to a predefined mailbox. For each touch-tone (single key press), the user can enter a mailbox number, and the call will be transferred to this mailbox as soon as a key is pressed (during or after the greeting for this mailbox).
Section 11: MAILBOX This field assures no conflict between the two tables. Legal values: Y/N Default: Unchecked Action: Click the box to check or uncheck. [1], [2], ... [9], [0] These fields instruct emaGEN to transfer the call to a specific mailbox or script mailbox in response to a single digit keyed by the caller. Legal values: Any valid mailbox number Default: Blank Action: Select mailbox number from the drop list.
76-110-0887/0, Issue 1 caller. After the caller is prompted to enter their number, the call will terminate. emaGEN will relay it to the paging service. • Record -- Record immediately. If this key is pressed, emaGEN will immediately begin recording the message and will skip the rest of the greeting. • Fax --Transmit a fax. If this key is pressed, emaGEN will start receiving a fax and store it as a fax mail message. • Language -- Change the language of the greeting the caller hears.
Section 11: MAILBOX The scheduler also determines whether to activate the remote message notification immediately or at a later time. Figure 11-5 Mailbox --> Message Notification screen Message notification can be activated for: • priority (urgent) messages only, • external messages (messages left by callers outside of the system), • regular messages and • email messages. emaGEN is able to send remote message notifications to a total of 7 different locations, stored in bins.
76-110-0887/0, Issue 1 sage. Legal values: Y/N Default: Unchecked Action: Click the box to check or uncheck. NOTE The Mailbox owner can activate/deactivate this feature from the personal options menu, on their own telephone sets. 11.8.1 Bin information fields Bin This is the bin location that will be placed in the scheduler table for timed activation.
Section 11: MAILBOX • ,: Pause Legal values: Up to 49 characters 0 / 1 / 2 /.9 / * / # / use "," for pauses Default: Blank Action: Enter the phone number of your choice, and/ or additional dialing characters -- see below -- for each bin number. Type This field tells emaGEN what dialing method to use. The choices are: • Internal: Used for dialing internal extension numbers in the local PBX system. • External:Used for dialing numbers external to the PBX system.
76-110-0887/0, Issue 1 cessed. There is a TRY parameter for each bin entry to determine the number of attempts to reach the bin destination before trying the next bin. The bin entries on the active schedule line are accessed in sequence until a valid connection has been made. Day This field is where you specify the days on which emaGEN will call a programmed destination for message notification (for this schedule-line).
Section 11: MAILBOX External This field determines if message notification should be activated for external messages. If this field is checked, but the regular field is not checked, only external messages will trigger a call out. Legal values: Check / Uncheck Default: Unchecked Action: Click the box to check, for external messages. Email This field determines if message notification should be activated for email messages.
76-110-0887/0, Issue 1 Default: Blank Action: Select from the drop list. Try-(1 of 3) emaGEN will attempt more than one message notification callout if so programmed. The additional attempts will be made only if the mailbox owner did not respond to the prior notification and had not entered the mailbox as a subscriber. As soon as the mailbox owner entered the mailbox as a subscriber (i.e.
Section 11: MAILBOX Bin-(3 of 3) This field tells emaGEN what bin number to use third if the first & second bin destinations do not respond when this schedule line is active. Legal values: 1 to 6 Default: Blank Action: Select from the drop list. Try-(3 of 3) This field tells emaGEN how many times to attempt a remote message notification for this bin before ending the current call out operation. Legal values: 1-9 Default: 1 Action: Select from the drop list.
76-110-0887/0, Issue 1 11.9 EMAIL SETTINGS Email settings are defined for each mailbox on the Mailbox --> Email Settings screen -- shown in Figure 11-6, below. Figure 11-6 Mailbox --> Email Settings screen emaGEN is a POP3/IMAP4 compliant server. Users can log in to emaGEN using any standard POP3 or IMAP4 email client (such as Outlook Express, Outlook, Netscape or others) and retrieve their email, voice and fax messages. In addition, emaGEN can send message notification to an email address.
Section 11: MAILBOX server. Therefore, if the user deletes a message through the email client, it still remains in the server. If the user deletes a message through the telephone, the message still remains in the client. With IMAP4 there is complete synchronization between the client and the server. All the server folders appear in the client view, and when messages are deleted or saved, the client automatically updates the server and vice versa. 11.9.
76-110-0887/0, Issue 1 • Saved: When the client downloads messages from the server, the message status will be changed to Saved. NOTE For this option to work, in the email client advanced options, the option to Leave copy of messages on server must be disabled. • Delete: When the client downloads messages from the server, the message will be deleted. NOTE For this option to work, in the email client advanced options, the option to Leave copy of messages on server must be disabled. 11.9.
Section 11: MAILBOX 11.9.4 Setting up Send-Mail The Send-Mail feature will push messages into a POP3 compliant server. Any incoming voice or fax message will appear in the mailbox defined in the Send Mail field. To maintain synchronization between emaGEN and the mail server, set up the POP3 accounts to check the mailbox to which you send Send Mail. The Push method for unified messaging is useful in a Synchronized Email server environment, such as Microsoft Exchange.
76-110-0887/0, Issue 1 11.10 POP3 ACCOUNTS POP3 account definitions are made for each mailbox on the Mailbox --> POP3 Accounts screen -- shown in Figure 11-7, below. Figure 11-7 Mailbox --> POP3 Accounts screen The POP3 accounts are used to check email in any of five different email addresses. emaGEN can be set to automatically check these accounts every scheduled amount of time, and if new messages are received, it can light a message light or call out, using the schedule table.
Section 11: MAILBOX For each mail account you wish to retrieve messages from, set the IP address of the POP3 server, the User ID, and password. You should also set the POP3 port (default it is 110) and timeout (default is 100 seconds). You can also specify if you want emaGEN to delete the message on the server or not. 11.10.1 Synchronize email emaGEN downloads and stores email messages locally.
76-110-0887/0, Issue 1 11.12 FORWARDING OPTIONS Forwarding Options definitions are made for each mailbox on the Mailbox --> Forwarding Options screen -- shown in Figure 11-9, below. Figure 11-9 Mailbox --> Forwarding Options screen emaGEN has a smart routing mechanism, by which you can control the routing of the caller according to the conditions of the call. There are three defining conditions: • operation mode, • call origination • call result.
Section 11: MAILBOX • If the call arrived into emaGEN in the form of system integration (for example: a DID call that resulted in no-answer condition and forwarded to voice mail), it is considered a System condition. Please note that the Forwarding Options table is checked by emaGEN before the actual greeting is played. 11.12.1 Actions You can specifically define what action to take upon each condition described above. The possible actions are: • Main Menu – send the caller back to main menu.
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Section 12 CLASS OF SERVICE 12.1 GENERAL Each Mailbox must be assigned a specific Class of Service (COS), which controls its activities. The Class of Service is defined on the Class of Service screen -shown in Figure 12-1, below. The system default COS is 1. emaGENT3 can maintain a total of 999 different classes of service.
76-110-0887/0, Issue 1 Figure 12-1 Class of Service screen 12-2
Section 12: CLASS OF SERVICE 12.2 PERSONAL OPTIONS Greeting maximum length This field determines the maximum length allowed for recording the mailbox greeting. Legal values: 0 to 99 seconds Default: 60 seconds Action: Enter the desired maximum recording time. Unlimited greeting length For an unlimited greeting length, check the unlimited greeting length field. Legal values: Y/N Default: Blank Action: Click the box to check or uncheck.
76-110-0887/0, Issue 1 Play new messages automatically When New Messages is checked, if there are new messages, emaGEN will automatically start playing the messages, without waiting for a command from the user, Otherwise, the user has to press 1 in the main menu to listen to messages and 1 to listen to new messages. Legal values: Y/N Default: N Action: Click the box to check or uncheck.
Section 12: CLASS OF SERVICE Play envelope information Before / After message This field determines whether emaGEN will play the envelope information either before or after the message is played. Legal values: Before / After Default: Before Action: Click the selected button. Play message order This field determines the order of message playback to the mailbox owner.
76-110-0887/0, Issue 1 If an unlimited recording time checked -- the next field below this -the maximum message length field will remain blank. Legal values: 5 to 999 seconds Default: 120 seconds Action: Enter the maximum recording time in seconds. Unlimited message length For an unlimited recording time, check the unlimited message length box. Legal values: Check Default: Unchecked Action: Check the unlimited message length box.
Section 12: CLASS OF SERVICE to alert the caller of the approaching limit (how many seconds are left for recording). Legal values: 5 to 10 seconds Default: 10 seconds Action: SELECT from the drop list. Continue This field determines the action taken after a caller has finished recording a message: • hangup - disconnect the call, • continue - go back to the entry level menu, • mailbox number -- execute a different mailbox (whether it is a script mailbox, transfer or regular message).
76-110-0887/0, Issue 1 Call screening The first field determines if the owner is allowed to use the call screening feature. If unchecked, the feature will not operate for this COS, overriding the entry in the mailbox screen. This field entry must be checked for the mailbox screen entry to take effect. Legal values: Y/N Default: Y Action: Click the box to check or uncheck. Follow me The second field determines whether a mailbox owner with this COS is allowed to use the follow me feature.
Section 12: CLASS OF SERVICE Full Supervision: emaGEN will transfer a call and supervise it until it received an event that indicates answer, busy or no answer. Partial Supervision: emaGEN will transfer a call and wait for the first ring. It will drop the call if it receives a first ring or a connect, but will retrieve the call if the extension was busy. Legal values: Full / Partial / Blind Default: Blind Action: Click the button.
76-110-0887/0, Issue 1 Every __ minutes, ring __ times The first field determines how often to ring a station for message reminders. The second field determines how many times to ring the station. Legal values: 1 to 99 minutes / 1 to 99 rings Default: 0/0 Action: Enter the desired frequency in minutes and enter the desired number of rings. 12.5 HOUSEKEEPING If a number of days is entered which is out of range, the default setting will be saved.
Section 12: CLASS OF SERVICE Days to keep fax messages This field determines the length of time to store a Fax document before automatic deletion. Legal values: 1 to 365 days Default: 14 days Action: Enter the number of days to keep a Fax document stored. Days to keep deleted messages This field determines the length of time to store a Deleted message before automatic deletion. During this period the user can undelete the message using the telephone interface or using IMAP unified messaging.
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Section 13 GROUPS 13.1 GENERAL It is often necessary to send a message to a group of people within a company or an organization. Such a group could be the members of a department (Sales department, service department, etc.) or members of a research team within the research department. When a group list is defined, a message can be sent once, yet reach all the members of the group. emaGEN allows up to 99999 groups. A group may be linked to another group.
76-110-0887/0, Issue 1 Figure 13-1 Figure 13-2 13-2 Site --> Global Groups screen Mailbox --> Groups screen
Section 13: GROUPS 13.2 CREATING A NEW GROUP 1. On the Mailbox --> Groups screen -- shown in Figure 13-2, above -- enter a group number (between 1 and 99999) and a name. 2. Click the [ADD GROUP] button. The new group will appear in the list at the bottom of the page. 13.3 REMOVING A GROUP On the Mailbox --> Groups screen -- shown in Figure 13-2, above -- next to the group numbers you will find a Remove check box. 1. Check the boxes of the group or groups you would like to remove. 2.
76-110-0887/0, Issue 1 Figure 13-3 13-4 Mailbox --> Group Members screen
Section 14 SCRIPTS 14.1 INTRODUCTION In addition to the standard department menus and mailbox greetings, emaGEN allows for customized routines, called Scripts. Scripts are used for directing callers around the system. Scripts may also be used to provide various choices to the caller, as well as being the standard tool for setting up "Audio Text” mailboxes and build custom applications.
76-110-0887/0, Issue 1 The Mailbox --> Script screen appears, as shown in Figure 14-1, below. Figure 14-1 Mailbox --> Script screen Scripts are composed of Action Lines. They always begin on line 1 and can contain up to 15 lines. Longer scripts can be created by executing a TRANSFER to another script located in another SCRIPT mailbox. This process allows for great flexibility and restrictions on the length and complexity of a script are eliminated.
Section 14: SCRIPTS 14.3 RECORDING A SCRIPT VOICE FILE 1. Enter the script mailbox as a subscriber -- with #. 2. Follow the prompts to record a line file. 3. Record the file you desire. The file will be saved under the correct subdirectory and name. NOTE Voice files are needed for script operations. These files should be recorded in a quiet location using the telephone handset. Most speakerphones normally have poor voice quality. Although such a recording is possible for mended.
76-110-0887/0, Issue 1 Action column This field determines the action that emaGEN is to take if a caller is directed to this line. For each action function there can be a successful result or an error. Accordingly, the OK and ERR fields are provided to handle the result of the action, whether it is successful (OK) or faulty (ERR). The Action Function Descriptions in Section 14.4.1, below, describe what each function does, and what possible results it might have. 14.4.
Section 14: SCRIPTS Play This function is used simply to play a message -- the one corresponding to the message number. OK: If the message exists and was played. ERR: If the message does not exist. PLAY (NUM) This function is a line which anticipates an entry of digits from the caller and then plays the file located by the digits entered (which was earlier recorded with the RECORD (NUM) function). The number of digits is set in the corresponding [Param] field.
76-110-0887/0, Issue 1 NOTE In all the above cases of recording, playing and deleting, the flag /box# may be used after the number n, in order to record to a different mailbox rather than the current one, and play & delete from a different box. For Example: Record(Num) 4/box0000100 -- record a 4 digit named file into mailbox 0000100). Transfer This function is usually reached from a MENU 1 DIGIT choice selection.
Section 14: SCRIPTS • T!n Transfers to a fixed extension number n (not to a mailbox). • Tn Transfers to a fixed mailbox number n. Example: Transfer T345 - transfers to mailbox 345. Msg. to Mbox After the completion of an interview session in a script mailbox (a set of RECORD commands), use this action to save the message in a different mailbox (other than the script mailbox itself). You will then be able to listen to the messages when entering the mailbox as its owner.
76-110-0887/0, Issue 1 Parameters • D - Day and the day numbers -- for example: D1234567) • C - Date and the range of dates MMDDMMDD Parameter examples • C01010331 - between Jan 01 and March 31 • C01 - any day in January • C0105 - only on January 5th • C0005 - any fifth of the month • Default time - for example, 0900-1500 - between 9am and 3pm Parameters D - Day and the day numbers (Example: D1234567) C - Date and the range of dates MMDDMMDD (Example: C01010331 -- between Jan 01 and March 31) Def
Section 14: SCRIPTS Actions: Select a value from the drop list: • Enter 99 to hang up. • Enter 0 to return to the original mainmenu. • Enter 1-15 to jump to another line in the script. • Enter 97 to play the directory assistance. • Enter 96 to return to the original main menu, as if it is a new call. Numeric entry column fields 1 to 9, 0, *, # When used in conjunction with Menu 1 Digit this field is a translator.
76-110-0887/0, Issue 1 5 05 Record - 10 seconds "Thank you for your time. We will now connect you to a live operator." Transfer to fixed extension 345. EXAMPLE 2: Script Function: Automated Attendant and Customer information The Script Generator can be used to replace the main menu greeting and at the same time serve as a Customer Information System. In this example, a customer can call in to a repair shop to check the status of a repair by entering the receipt number.
Section 14: SCRIPTS 5 05 6 06 7 06 8 06 9 07 10 07 11 07 12 10 13 11 Receive two digits, transfer to 2xx "Please enter receipt number and record after the tone” Receive four digits and record repair status "Please enter subscriber number" Receive three digits and transfer to the subscriber’s extension "Please enter subscriber number" Receive three digits and enter as the subscriber "Please enter subscriber number" Receive three digits and leave a message to the subscriber "Please hold" En
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Section 15 THE SYSTEM ADMINISTRATOR 15.1 THE SYSTEM ADMINISTRATOR The system administrator is a person within the company, assigned to oversee the normal operation of the voice mail and automated attendant system. The following are some of the primary functions of the system administrator. • Create and assign new mailboxes for new subscribers. • Assign the class of service level for each mailbox. • Maintain the system software and hardware through the housekeeping functions.
76-110-0887/0, Issue 1 15.3 ADMINISTRATOR’S REMOTE OPERATIONS The administrator can perform a wide range of operations via remote touch-tone phone. The administrator can record and activate an emergency greeting, change operation modes, record and edit company greetings and prompts, and edit mailbox subscriber's password. To Access these operations, the administrator has to first enter the administrator's mailbox.
Section 15: THE SYSTEM ADMINISTRATOR 4 "to change operation mode" Operation Modes Menu 5 "to record names" Record name mailbox selection 6 "for group names" Group name selection 7 "for system time and date" 8 "for mailbox administration" Time or Date menu Mailbox Administration menu NOTE In addition, the silent, unannounced, menu choice --" dial #" -- allows the system administrator to change the language of the administrator menu, in order to record external greetings in different languages
76-110-0887/0, Issue 1 "To listen to the greeting, Dial-1; to erase, Dial-2; to record a new greeting; Dial-3", as shown in the following table. Record greeting menu After a greeting is recorded, the system administrator will be ... Instruction "Please record at the tone". routed to the Greeting Review Menu. "To stop recording, dial any key ". 15.3.
Section 15: THE SYSTEM ADMINISTRATOR 15.3.5 Prompt selection menu 1. The prompt selection menu -- accessed from the Administration menu -- instructs the administrator: "Please enter prompt followed by pound." • You enter the desired prompt number and press [#]. 2. Once the administrator has entered the prompt number to be recorded, or re-recorded, the entry is confirmed, and the prompt selection menu continues: "You have entered (...
76-110-0887/0, Issue 1 15.3.7 Prompt review menu The prompt review menu -- accessed from the Record Prompt menu -- is announced: "To save, Dial-1; to review, Dial-2; to cancel, Dial-0", as shown in the following table. Prompt review menu Menu choice "Dial..." Instruction "to..." This menu choice will ... 1 " to save " ... save and append the new prompt that has just been recorded, as well as activate the emergency mode.
Section 15: THE SYSTEM ADMINISTRATOR 15.3.9 Password menu The password menu -- accessed from the Destination Entry menu -is announced: "To enter a new password, Dial-1; to erase, Dial-2", as shown in the following table: Password menu Menu choice "Dial..." 1 Instruction "to..." " to enter a new password". 2 "to erase your password" This menu choice will ... ... enable the system administrator to enter a new password for this mailbox.
76-110-0887/0, Issue 1 Operation mode menu Menu choice "Dial..." 1 Instruction "for..." "for day". This menu choice will activate the ... ... day operation mode. In this mode, emaGEN will play all day greetings. Dialing [0] (zero) for an operator will transfer calls to the day-operator's extension . 2 "for lunch" ... lunch operation mode. In this mode, emaGEN will play all lunch greetings. Dialing [0] (zero) for an operator will transfer calls to the lunch-operator's extension. 3 "for night" ...
Section 15: THE SYSTEM ADMINISTRATOR 2. When the mailbox number is read out, immediately record the name you want to assign that mailbox to. 15.3.12 Group name selection The group name selection -- accessed from the Administration menu -- announces: "To create a list dial 1, to record name dial 2, to delete a list dial 3, for member options dial 4, for link options dial 5, to continue dial *", as shown in the following table.
76-110-0887/0, Issue 1 2 "for system date" emaGEN prompts you to “enter a two digit month” -- Enter month. emaGEN then prompts you to “enter a two digit day” -- Enter day. emaGEN then prompts you to “enter a two digit year” -- Enter year. * "exit" To exit at any point. 15.3.
Section 15: THE SYSTEM ADMINISTRATOR 5 "to reset message waiting indicator" In case the phone system is shut down, and all message waiting indicators go off, this feature e allows the administrator to order maGEN to check all the mailboxes, and light message waiting indicators for all the mailboxes with messages in them. As soon as you dial 5, the feature starts working and adjust all mailboxes. 15.
76-110-0887/0, Issue 1 E. This prompt, if recorded, is designed to instruct a caller to take different actions intended specifically for night time (usually after working hours). This prompt will be played when the system enters into the night mode (either manually or when the automatic mode switches to the night setting) when different extensions are assigned to answer as operator and alternate operator. This prompt is available to all nine departments as numbers 141 through 149. F.
Section 15: THE SYSTEM ADMINISTRATOR 291-299 - Directory Assistance List emaGEN allows each department to record the list of all the K. mailbox owners and their mailbox number, to be played in directory assistance when the caller requests a list of all members. -- Department 1 - 291 -- Department 6 - 296 -- Department 2 - 292 -- Department 7 - 297 -- Department 3 - 293 -- Department 8 - 298 -- Department 4 - 294 -- Department 9 - 299 -- Department 5 - 295 291-299 -- ACD-Queue announcements L.
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Section 16 VOICE PROMPTS 16.1 GENERAL System greetings are recorded in OKI32 format (Dialogic VOX 8000hz sampling, mono, 16 bit). All greetings are recorded using the system administrator option number 2 – record prompts. The voice prompts for each language are stored in a separate directory, and the extension of the file name represents the name of each language. For example, the file name extension is: • ENG for English; • FRE for French; • SPA for Spanish.
76-110-0887/0, Issue 1 16.2 VOICE PROMPT LIST Voice Prompt No. 16-2 Description/Wording Example 100.ENG "Good morning" 101.ENG "Good afternoon" 102.ENG "Good evening" 111.ENG through 11999.ENG Main greeting for each department. 121.ENG through 12999.ENG Day Time Action for Each Department. "With a touchtone phone you may dial your party's extension at any time. For directory assistance dial "9", or hold for an operator." 131.ENG through 13999.ENG Lunch Time Action for Each Department.
Section 17 REPORTS 17.1 REPORT TYPES emaGEN features various statistical reports, enabling the administrator to keep track of system activity. The reporting tool is a web based tool, and can be viewed using any standard Internet browser. You can use all the standard browser options to browse, print or save the report to a file.
76-110-0887/0, Issue 1 17.2 MAILBOX LIST This report includes the following basic information about each mailbox on the system. Mailbox: Mailbox number Ext#: Primary extension for this mailbox Subscriber Name: Subscriber’s last and first name Dep: Department of mailbox COS: Class of service of mailbox Usage: Total messages left in mailbox since it was created Tot_m: Total messages currently in mailbox New_m: Number of new messages in mailbox Sav_m: Number of saved messages in mailbox 17.
Section 17: REPORTS Mailbox: Mailbox reported Call: Sequential number of the incoming call, reset each day Date: Date of incoming call WD: Day of the week Time: Time of day, ???NOT CLEAR -- HOURS AND MINUTES -- TBD??? Call Duration: Duration of incoming call Port: The port in which the call came through User: Who used the box: 20 - Owner, 10 - Outside caller Day Total: At the end of each day, the total number of calls to this mailbox on this day and their total duration are displayed.
76-110-0887/0, Issue 1 17.5 PORT STATISTICS This report provides statistical information about the activity of each port. Select start and end date for the report.
Section 17: REPORTS #Total min.: Total minutes the system was used (inbound and outbound) #Avg.conn.min.: Average connection time of all calls to and from the system #Transfer: Number of calls transferred from the system 17.7 HOURLY SYSTEM STATISTICS This report provides statistical information about calls to and from the system, shown in hourly distribution. Select start and end date for the report. Hour: The time of activity (starting at the number specified).
76-110-0887/0, Issue 1 17.8 OUTBOUND CALLS This report shows all out bound calls from each mailbox. Select start and end date for the report. Mailbox: Mailbox reported Date: Date of outbound call WD: Day of the week Time: Time of day Result: Result of call: connected, busy, no answer Call Duration: Duration of outbound call Number Dialed: The outbound number that the system dialed Mailbox Total: At the end of each mailbox list, the duration of all its outgoing calls is displayed 17.
Section 18 FAX 18.1 INTRODUCTION The Fax-On-Demand and Fax Mail options of the emaGEN system are a combination between the voice functionality of the system and the fax card, which serves as the fax interface. It can be accessed by clicking the Fax Settings heading on the the Site --> General screen, shown in Figure 7-1, in Section 7, above. 18.2 FAX PARAMETERS The Site --> Fax Settings screen -- shown in Figure 18-1, below -contains parameters that configure the fax for your particular site, as follows.
76-110-0887/0, Issue 1 Figure 18-1 Site --> Fax Settings screen Default area code Use this field to enter the local area code. emaGEN will not dial the area code of a requested number if it matches the default area code. Legal values: Up to 3 digits Default: None Action: Enter local area code. Area code prefix When an area code is dialed, it sometimes requires a prefix (1 in the US). This field specifies the area code prefix, if any.
Section 18: FAX General Delivery Mailbox For fax-mail, when the emaGEN detects a fax signal on an incoming call, without any specified mailbox, it will automatically save the fax in this mailbox. Legal values: Any valid mailbox Default: None Action: Enter General Delivery Mailbox number. Cover Page If you would like your faxes to be preceded by a cover page, enter a file name to be sent as a fax cover sheet. Legal values: A file name Default: None Action: Enter cover page file name.
76-110-0887/0, Issue 1 18.3 FAX LINES The fax lines list -- on the Site --> Fax Settings screen, shown in Figure 18-1, above -- is required to match between the fax devices and the actual analog extensions to which the fax device is connected. For each fax device, define the mailbox/extension it is connected to. 18.4 FAX MAIL 18.4.1 Receiving Faxes If you have a dedicated fax card with DID’s, a fax can be automatically received and placed in a mailbox with the corresponding DID number.
Section 18: FAX this number. 18.5.2 Same Call (One-To-One) To implement this mode, make sure the fax card is connected directly to the voice port. A script, which handles this mode, should include a selection of the document number followed by a TransFax command. 18.5.3 Return Call (Dedicated line) To implement this mode, make sure there is a fax card independent of all voice ports, and which is defined as FAX ONLY. 18.5.
76-110-0887/0, Issue 1 • Menu 1 Digit, Choose Doc Use this function to receive the document number required by the caller. In the Parameter field, enter the number of digits to be received. OK: Document number is valid. ERR: No such document exists or no digits were received. Get Phone No.: Use this function to receive the telephone number of the fax machine to send the document to. • In the parameter field, enter two parameters: minimum number of digits to receive and maximum number of digits.
Section 18: FAX ERR: Not able to send fax. Menu 1 Digit /S: This command checks the configuration of the current line and the fax setup of the entire system. It checks whether the current line can be used for on-line, and if other lines can also be used as on-line and as return-call. It returns one of the following values: 1. This line is equipped with on-line fax and there are no dedicated faxes. 2. This line is equipped with on-line fax and there are also dedicated fax lines. 3.
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Section 19 eManager PROGRAMMING FOR emaGEN IN unite SYSTEMS 19.1 GENERAL This section provides a description of unite programming requirements for emaGEN, utilizing the unite eManager. It is assumed that the technician or System Administrator performing the following system configuration procedures is thoroughly familiar with the use of the unite eManager. For further information on unite system configuration programming, see the unite family of Systems Administration manual. 19.
76-110-0887/0, Issue 1 balance system load and improve performance by programming one of the OCD card to handle the emaGEN ports supporting System Dial By Name. You may consider these reasons important enough to have a second OCD card even with an eMAGEN system of 12 or fewer ports; • An OCD card can be located in any card position except for the slot reserved for the MPD card.
Section 19: eManager PROGRAMMING FOR emaGEN IN unite SYSTEMS The program displays the Units/Resources Information window, containing the question: Units/Resources Info (U/R): 2. Press the [Resources selection] button to obtain a display of system resources. The screen displays information on the already assigned relays, sensors, DTMFs, and voice channels, located on installed OCD and MPD cards (STS model only in unite 400 system) in your unite system.
76-110-0887/0, Issue 1 Entering an unassigned card position or a position assigned to a card other than an OCD or COL/CHL/COG card brings an error message. For emaGEN programming purposes, data entry only deals with OCD cards. The program automatically displays the default baud rate appropriate to the application. 4. Leave the parity field blank when entering IVM1 or IVM2 in one of the APP fields. 5. Enter IVM 1 in the APP1 field.
Section 19: eManager PROGRAMMING FOR emaGEN IN unite SYSTEMS provides blank fields for entering voice channel and DN numbers for each emaGEN voice mail port To complete the screen: 1. Move the cursor to the first position in the Voice channel column, opposite emaGEN Card #1, Port number 1. 2. Type in the number of the first of the assigned voice channels viewed and noted in step 3 of Section 19.2.1 above. You cannot enter a voice channel number unless you have defined the MIM in the section above.
76-110-0887/0, Issue 1 NOTE You cannot add any information to the DN LIST Screen. 7. Continue in similar fashion, assigning voice channels and DNs to all the emaGEN ports in your system. 8. Press the [Save] icon to save your data entry. 19.2.3 emaGEN configurations Following are summaries of different possibilities for the physical configuration of emaGEN.
Section 19: eManager PROGRAMMING FOR emaGEN IN unite SYSTEMS To solve a problem of very heavy signaling traffic: If you have installed emaGEN and your system exhibits a problem of very heavy signaling traffic, you can solve this problem by using two RS232 cables. This requires: • One emaGEN-PC • Two emaGEN cards installed in the PC • Two RS232 cables • Two OCD cards with sufficient MIM modules defined on them. To program this configuration: 1.
76-110-0887/0, Issue 1 unite system: Press the [DN List] icon. The DN LIST Screen appears. Remember that the screen is for viewing only; you cannot add any information. 4. Select any available legal extension. 5. Enter the necessary parameters for the hunt group dedicated to emaGEN.
Section 19: eManager PROGRAMMING FOR emaGEN IN unite SYSTEMS • 925 entries in a unite 1000 system. In the first field, enter the first DN to be assigned to the hunt group: emaGEN 2. Type the DN number. 3. Press ENTER. The DN numbers which will belong to the group should be identical, in numbers and in sequence, with the DN numbers of the ports/voice channels that were assigned in Section 19.2.2, above. 4. Following the same procedure, type in the DN numbers of all the members of the emaGEN hunt group. 5.
76-110-0887/0, Issue 1 19.4 DEFINING THE IVM HUNT GROUP You use the IVM Hunt Groups screen to assign and define the: • emaGEN hunt group DN • maximum number of ports for emaGEN • maximum number of ports for recorded announcer (RAN). Maximum ports for emaGEN voice mail Enter a number to define the maximum number of ports used for voice mail. This field is used to limit the number of voice mail ports that will receive calls.
Section 19: eManager PROGRAMMING FOR emaGEN IN unite SYSTEMS 19.5 RING ROUTING You must route trunk groups serving emaGEN subscribers in the unite system to the emaGEN hunt group, in order for incoming external calls to utilize emaGEN features. Ring routing programming is described below, in Section 19.5. NOTE Divert calls to emaGEN/IVM in the following screens: • Station Attributes (F-A) (DND forward parameter) • Interflow/overflow Programming Screen (C-P-[Edit Units] icon) (Inflow port parameter).
76-110-0887/0, Issue 1 19.6 ASSIGNING A MAILBOX NUMBER AND TENANT STATUS Assign to each appropriate trunk and/or trunk group: • An emaGEN mailbox number; • Its status as belonging to one of: • up to four tenants in a unite 128 or unite 400 tenant system, • up to 24 tenants in a unite 1000 tenant system or • Automated Interview. When this is done, the system routes incoming calls on the trunk or trunk group to the specified mailbox for the specified tenant.
Section 19: eManager PROGRAMMING FOR emaGEN IN unite SYSTEMS 19.7 ASSIGNING INTERCOM RESTRICTION A unite system (including emaGEN), is able to support up to: • four tenants on a single unite 128 or unite 400 system, or • 24 tenants on a single unite 1000 system. If there is a tenant configuration, ICM (intercom) restriction is applied separately for each tenant. If there is no tenant configuration, all extensions default to tenant #1. ICM group An ICM group is a restricted internal calling group.
76-110-0887/0, Issue 1 2. Enter the number (1-4) of the ICM class in the ICM Class parameter. 19.8 STATION FEATURE PROGRAMMABLE BUTTONS You must program the two programmable buttons used for emaGEN features, [CALL SCREEN] and [CALL RECORD]. You can also program a programmable button for [MESSAGE MONITORING]. Assign Voice message [VM] buttons to all extensions other than Executive set with expanded display. 19.8.
Section 19: eManager PROGRAMMING FOR emaGEN IN unite SYSTEMS Table 19-1: Station types Abbreviation Station Names Avanti telephone sets ED Avanti 3025 Avanti 3020 SM Avanti 3015D SM Avanti 3015 Avanti 3000 set Digital telephone sets BA 4 Button Set SD Display Speakerphone set / Speakerphone Set EX1 Executive station with display EXD Executive station / Executive station with expanded display Analog telephone sets BK Basic analog telephone FB Four button plus telephone ST Standard telep
76-110-0887/0, Issue 1 4. Type cs, the code for the Call screen feature, followed by ENTER. 5. Place the cursor on the button you want to program as a Message monitoring button. 6. Type mm, the code for the Message monitoring feature, followed by ENTER. NOTE A message monitoring button may only be defined on speakerphone sets. 7. Press the [Save] icon to save your map and button assignments after completion of all [CALL RECORD], [CALL SCREEN] and [MESSAGE MONITORING] button programming.
Section 19: eManager PROGRAMMING FOR emaGEN IN unite SYSTEMS NOTE You may also wish to assign a voice message function code. See the Function Access Codes S-F Screen. 19.9 ATTENDANT FEATURES PROGRAMMING There are two items which may be necessary to program in the Attendant Features Programming Screen: • The Call Record button; • The Attendant Definition for shared use of emaGEN among tenant systems (see Section 19.12). 19.9.
76-110-0887/0, Issue 1 Call Distribution feature. You define Announcer Plans and then use them as a parameter in the relevant ACD Screens. 19.10.1 ACD Routing Plans Screen You use this screen to define the parameters of each ACD routing plan, one of which is an announcer plan with recorded announcements. The screen informs you of the number of available plan entries. the maximum number of ACD plans is: • 32 for unite 128 • 48 for unite 400 • 48 for unite 1000 1. From the Auto.
Section 19: eManager PROGRAMMING FOR emaGEN IN unite SYSTEMS port parameter in this screen must contain the DN of a VS&F device, IVM or an IVM hunt group. The ACD plan’s mailbox must also be entered in the emaGEN/IVM PC. 3. Press the [Save] icon to save your data entry. 19.10.2 Interflow/overflow Programming Screen You use the Interflow/overflow Programming Screen to define interflow and overflow parameters, one of which may be a voice mail hunt group.
76-110-0887/0, Issue 1 • Second overflow priority, the priority given to a call overflowing to the second overflow group when it enters that group queue; • Third overflow time, the amount of time that an unanswered call can remain in the queues of the main, first, and second ACD groups before it begins to ring in the third ACD overflow queue as well; • Third overflow group, the number of the third ACD group, in addition to the first three groups, to receive unanswered calls from this ACD plan, after the th
Section 19: eManager PROGRAMMING FOR emaGEN IN unite SYSTEMS 3. Press the [Save] icon to save your data entry. 19.10.4 Announcement Program Screen You use the Announcement Program Screen to build the desired Announcement Program or order of announcements played by each of the Announcer Plans, whose parameters you defined in the section above. You are able to define a maximum of 50 elements for each Announcement Program. The screen informs you of the number of available entries.
76-110-0887/0, Issue 1 1. From the System Parameters heading, select the System Timers Screen. The program displays the System Timers S-T Screen. 2. Set the Centrex or PABX Flash timer to 0.30 seconds, as appropriate. 3. Press the [Save] icon to save your data entry. 19.12IMPLEMENTING A NETWORKED emaGEN SYSTEM Networked unite systems can share a common emaGEN system. This requires a few differences in the unite system configuration programming at the networked exchanges. 19.12.
Section 19: eManager PROGRAMMING FOR emaGEN IN unite SYSTEMS NOTE This is represented by a number such as S1:302, where 1 is the number of the system speed dial table and 302 is the number of the bin. Note that you cannot access emaGEN using a different speed dial bin programmed with the same contents. Only the speed dial bin specified in the IVM Hunt Group Screen accesses IVM.
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Printed in Israel Catalog No. 76-110-0887/0 Release 1.0 Issue 1 Telrad Tenecss Inc.
