Alcatel-Lucent OmniPCX Enterprise Communication Server. Alcatel-Lucent Administrator Manual

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1 AlcatelLucent OmniPCX Enterprise Communication Server AlcatelLucent 4645 Administrator Manual Release 11.2 May EU19873ENAA Ed.11

2 Legal notice The information presented is subject to change without notice. ALE International assumes no responsibility for inaccuracies contained herein. Copyright ALE International, 2016 Disclaimer While efforts were made to verify the completeness and accuracy of the information contained in this documentation, this document is provided as is. To get more accurate content concerning Cross Compatibilities, Product Limits, Software Policy and Feature Lists, please refer to the accurate documents published on the Business Partner Web Site. In the interest of continued product development, ALE International reserves the right to make improvements to this documentation and the products it describes at any time, without notice or obligation. The CE mark indicates that this product conforms to the following Council Directives 2014/53/EU for radio equipment 2014/35/EU and 2014/30/EU for non radio equipment (including wired Telecom Terminal Equipment) 2014/34/EU for ATEX equipment 2011/65/EU (RoHS)

3 Chapter 1 Overview Introduction... 6 Hardware architecture... 6 General information for using this manual... 7 Accessing management programs... 7 Summary reference of modules in the manual... 8 Chapter 2 Basic management Main menu description... 9 Management program AlcatelLucent 4645 voice mail service global parameters Overview Configuring global parameters Configuring Classes of Service Overview Reviewing or modifying a Class of Service /48

4 Chapter 3 Distribution list management Overview Principle Configuring distribution lists Creating a distribution list Modifying a distribution list Deleting a distribution list Entering users in a distribution list Accessing the management menu Description of the management menu Adding users to a distribution list Reviewing distribution list content Deleting users from a distribution list Chapter 4 Mailbox management Overview Standard mailbox Guest mailbox Principle /48 Configuring mailboxes Creating a mailbox Modifying a mailbox Deleting a mailbox... 28

5 Chapter 5 Automated attendant management Overview The AA Entry mailbox The AA Menu mailbox Operating procedure Configuring the AA Creating a mailbox Modifying a mailbox Deleting a mailbox Recording mailbox messages Accessing the Management menu Description of the Management menu Recording a greeting message for the AA Entry mailbox Recording a message for the AA Menu mailbox Chapter 6 Additional management Introduction Configuring messages and announcements Accessing the management menu Recording and playing announcements notification, good bye and pager messages Recording and playing the "broadcast" message /48

6 1.1 Introduction The AlcatelLucent 4645 voice mail (or eva for ebusiness Voice Application) is designed for users connected to an OmniPCX Enterprise type system. The 4645 application is a multiservice voice application that primarily offers a voice mail service. This service enables callers to leave a message in a user's voice mailbox when the user is busy or absent. The user mailbox can store up to 50 messages (depending on configuration); this means the user will not miss calls. The 4645 application also offers the following services Voice mail features (messaging) allow the owner of a mailbox to receive messages and send messages to other users. Automated Attendant (automatic switchboard) provides the features that allow the voice mail system to act like an attendant answer incoming calls, transfer them to the requested number, and present general company information. IMAP allows mailbox owners to consult their voice mail from a remote PC connected to the IP network. VPIM allows the voice mail system to be connected with other voice mail systems (ALE International or other manufacturers) via the IP network. Information messages present company information (opening times, description of departments (marketing, etc.) to callers. Implementing this type of service involves configuring specific Automated Attendant parameter settings. Ubiquity enables a caller to select various options (offered by an Ubiquity assistant) when the caller cannot reach the user requested. The Ubiquity assistant is created by configuring specific Automated Attendant parameter settings. A complete detailed description of the Ubiquity assistant service is given in the OmniPCX Enterprise documentation. 1.2 Hardware architecture The 4645 application is loaded on a CPU board that can be dedicated to this application or also contain the Communication Server (Call Handling) application. The CPU board is installed in a slot in the OmniPCX Enterprise main cabinet, or peripheral cabinet if dedicated solely to the 4645 application. Example connection 6/48

7 $% % & It is assumed that the system has been installed and that a basic configuration has already been implemented. 1.3 General information for using this manual This manual is for both installers responsible for installing and configuring the 4645 application and system administrators responsible for maintaining or upgrading the application. This document does not specify whether management operations are the installer's or administrator's responsibility. The installer or administrator must, depending on customer specifications, follow or refer to the applicable management sections. To simplify explanations and procedures, the term manager is used throughout the document to refer to both administrator and technician tasks. 1.4 Accessing management programs A manager can access 4645 application management programs from a terminal (VT100 or PC), using the management tool provided (47xx or mgr). The management terminal must be connected to the Communication Server CPU for 4645 application management, even if the application is run on a dedicated CPU. This manual does not describe or provide an overview of management tool commands. Only the path in the object hierarchy and the list of attributes comprising this hierarchy (and their 7/48

8 Chapter 1 $% % & meaning) are given. This document covers the management required for implementation and does not give typical examples of customization. See AlcatelLucent 4645 VMS Overview in the system documentation, for information on 4645 voice mail system management. 1.5 Summary reference of modules in the manual This manual includes the following modules 8/48 The AlcatelLucent 4645 VMS Basic management explains how to configure the voice mail service and all Classes of Service used for voice mailboxes. The AlcatelLucent 4645 VMS Distribution list management explains how to create and manage the distribution list type mailboxes used by the voice mail service. The AlcatelLucent 4645 VMS Mailbox management explains how to create and manage the Standard and Guest voice mailboxes used by the voice mail service. The AlcatelLucent 4645 VMS Automated attendant management explains how to create and implement an Automated Attendant using specific mailboxes provided by the 4645 application. The AlcatelLucent 4645 VMS Additional management explains how to record customized messages (e.g. Notification, Goodbye and Broadcast ) from your administrator mailbox. These messages are used by the voice mail service and Automated Attendant.

9 2.1 Main menu description When the main management program is run, the manager has access to the main management menu. Among other items, this menu shows the tree structure of objects used to configure the AlcatelLucent 4645 voice mail. The organization of objects used to manage the AlcatelLucent 4645 voice mail can be illustrated as follows 9/48

10 Chapter ' ( 2 Important Only parameters specific to initial management or daytoday management of the AlcatelLucent 4645 voice mail are described. Parameters not documented in this manual should remain at their default value. 2.2 Management program Management of the AlcatelLucent 4645 voice mail consists of two main parts 1. Basic management with For information on Go to Configuring general voice mail parameters. AlcatelLucent 4645 voice mail service global parameters Configuring Classes of Service for the Configuring Classes of Service entire voice mail service. 2. Additional management with the following features For information on Go to Distribution lists the AlcatelLucent 4645 VMS Distribution list management Standard and Guest voice mailboxes the AlcatelLucent 4645 VMS Mailbox management Automated Attendant the AlcatelLucent 4645 VMS Automated attendant management IMAP service theimap service Overview Information messages the AlcatelLucent 4645 VMS Automated attendant management Customizable messages (optional) the AlcatelLucent 4645 VMS Additional management 2.3 AlcatelLucent 4645 voice mail service global parameters Overview The installer should complete all global parameters prior to creating the 4645 voice mail service. Subsequently, parameters may be modified by the administrator responsible for maintaining or upgrading the service. Important Certain parameters must not be changed under any circumstances. These parameters are linked with the AlcatelLucent OmniPCX Enterprise Communication Server environment and may affect correct operation of the 4645 voice mail service. To avoid this risk, these parameters are not described in the following section. 10/48

11 ' ( Configuring global parameters Procedure 1. Select Applications > Voice Mail > Descend hierarchy > 4645 VM Global Parameters 2. Select Review/Modify. Attributes Attendant key Displays attendant key number, 0 or 9. This number depends on country of installation. This enables the caller to get help from an attendant by pressing this key when the called party cannot be reached or to request information. Attendant Destination Enter the number of an individual attendant group of attendants or entity prefix. This will be the destination when the caller presses the attendant key described above. Pager Script 1.1 Pager Script 1.2 Pager Script 1.3 Enter the message that will be displayed on the subscriber's pager when he is informed of new messages in his mailbox. This represents pager service 1. The message can comprise 60 characters maximum on 3 parameter lines Pager Script 1.1, 1.2 and 1.3, each specified by 20 characters. The characters allowed are 0 to 9, *, #, M, N and [ ] with M the user's mailbox number, N the call number notification. This number corresponds to the number of the set from which the user will be informed that new messages have arrived in his mailbox. Note 1 this call number notification is managed from the personal options of the user's mailbox (see AlcatelLucent 4645 VMS Personal options Notification service). [ ] pause that can be used when composing a script (in tenths of a second). 11/48

12 Chapter 2 ' ( Pager Script 2.1 Pager Script 2.2 Pager Script 2.3 Enter the message that will be displayed on the subscriber's pager when he is informed of new messages in his mailbox. This represents pager service 2. The message can comprise 60 characters maximum on 3 parameter lines Pager Script 2.1, 2.2 and 2.3, each specified by 20 characters. The characters allowed are 0 to 9, *, #, M, N and [ ] with M the user's mailbox number, N the call number notification. This number corresponds to the number of the set from which the user will be informed that new messages have arrived in his mailbox. Note 2 this call number notification is managed from the personal options of the user's mailbox (see AlcatelLucent 4645 VMS Personal options Notification service). Administrator Password [ ] pause that can be used when composing a script (in tenths of a second). Enter the password to access the system administration mailbox. The password must contain at least 1 digit and a maximum of 8 digits. Note 3 The actions offered by the system administration mailbox are given in the AlcatelLucent 4645 VMS Additional management. Confirm Enter the password again. Timeout Supervised Transfer (sec) Enter maximum wait time before the transferred call is considered as failed if the called party does not offhook. From 10 to 120 seconds (default value 40). Second Attempt Of Notif. after(mn) Enter wait time before which a second attempt at new message notification is made on the subscriber's set. This follows a first attempt which the subscriber has not taken account of. From 3 to 60 minutes (default value 10). Other Attempt Of Notif. after(mn) Enter wait time before a final attempt for new message notification is made on the subscriber's set. From 3 to 60 minutes (default value 10). Voice Mail Language 1 Select one of the languages available for the voice mail service. This first language will be used as default language for the voice mail service. Voice Mail Language 2 Same as above Voice Mail Language 3 Same as above... Voice Mail Language 8 12/48 Same as above

13 ' ( Trivial Password Allowed False obvious passwords (easily guessed) are refused Passwords that are the same as the mailbox number Passwords that are the same as the mailbox number in reverse order Passwords composed of a logical series of figures (ex 12345, 6543 or 13579) Passwords based on repetition of the same figure New password identical to the old password True obvious passwords (easily guessed) are authorised. Ext access with default password Yes users connecting from outside the system can access their voice mail with the default password No users connecting from outside the system cannot access their voice mail with the default password. They must first change their password. Mailbox number input from external Yes users connecting from outside the system can access their voice mailbox. They can also access someone else's mailbox, by pressing the # key No users connecting from outside the system cannot access the voice mail system 2.4 Configuring Classes of Service Overview Each Class of Service offered by AlcatelLucent 4645 voice mail contains a set of parameters that allows the number of features offered by the mailbox with which it is associated to be increased or reduced. Note 1 One of these parameters allows IMAP service rights to be granted. The manager can specify up to 50 Classes of Service. These are all already declared in management and therefore the manager cannot delete them or add new ones. Mailboxes must be assigned to Classes of Service specified in the 4645 voice mail system. Note 2 If a Class of Service is modified, all mailboxes previously associated with this Class of Service will be affected Reviewing or modifying a Class of Service Procedure 1. Select Applications > Voice Mail > Descend hierarchy > 4645 VM Classes of Services 2. Select Review/Modify, and enter the number of the Class of Service concerned (from 1 to 50). Attributes 13/48

14 Chapter 2 ' ( 4645 COS Displays the number of the selected Class of Service. Personal Greeting Select Simple (default value) the user can record one Personal Greeting message Note 1 In this configuration, the owner of the mailbox associated to this class of service can use A personal greeting A greeting on busy A greeting for long absences Multiple the user can record up to three personal greeting messages and select one as the "active" message Note 2 In this configuration, the owner of the mailbox associated to this class of service can use Three personal greetings A greeting on busy A greeting for long absences 14/48 Outcall Notification Select Disable the user is notified of new messages by a flashing LED on the set Notification Only (default value) the user is informed when new messages are received By ringing of the set to which notification is sent (set number previously configured in his mailbox) By the flashing LED on the set to which notification is forwarded When the set to which notification is sent is answered, the user hears a message that a new message has arrived. The voice mail service then rings off (hangs up). The user then calls their mailbox to listen to the message. MailBox Access the user is informed when new messages are received in the same way as for Notification Only. However when the user picks up the set to which the notification is sent, a message is played informing that a new message has arrived, the user is then connected to the mailbox. Skip Password Select Yes no secret code is required to access the mailbox No (default value) the secret code must be entered to access the mailbox.

15 ' ( Auto Play Select Yes new messages to be consulted immediately when the mailbox is opened. Messages are played automatically in the following order a. New messages b. Saved messages No (default value) messages are not played automatically Max Pers. Greeting Length (sec) Enter the maximum duration for each Personal Greeting message. From 10 seconds to 5 minutes (default 30 seconds). Max Message Length (sec) Enter the maximum time allowed for each message received by or sent from the mailbox, from 1 minute to 5 hours (default 3 minutes). Max Record OnLine (sec) Enter maximum recording time for a user call. From 1 minute to 5 hours (default 3 minutes). Max Messages Enter the number of messages and recordings a mailbox can contain. From 5 to 50 messages (default 20). Days Unheard Messages Kept Enter the number of days for which unopened messages are stored. After the specified time, messages are deleted. From 1 to 365 (default 30). Note 3 Value 0 represents unlimited storage of unopened messages. Access To System Distrib. Lists Select Yes the user is authorized to send messages to several users (specified in a distribution list). No this feature is not authorized to user. Password Validity (days) Enter the number of days for which a voice mailbox owner's password is valid, from 1 to 365 (default 1). After this period, the owner must use a new password Note 4 Value 0 represents unlimited password validity for a year. IMAP access Select Yes to grant access to the IMAP service No to bar access to the IMAP service Allow wrong password attempts Enter a number between 1 and 10, corresponding to the (as of R11.0) number of possible wrong password entries to access the voice mail (default value 3) 15/48

16 Chapter 2 ' ( Mailbox lock duration (as of R11.0) Enter the duration for which access to the voice mail is blocked after wrong password entry 0 voice mail access remains possible (lock deactivated) Any value between 1 and voice mail access is blocked for the same number of minutes 1 voice mail access is blocked and can only be unlocked via the Eva tool (see AlcatelLucent 4645 VMS Maintenance The Evatool command in the system documentation for information on the Eva tool) User Password minimum Length Enter the minimum length for users password. This value (as of R11.0) must be between 4 and 8. 16/48

17 3.1 Overview When messages are frequently sent to a group of users, a distribution list containing the addresses of these users may be established as a destination (recipient) address. In the context of 4645 voice mail, each distribution list features a mailbox with a directory number and an identifier name. The manager can specify up to 50 users per distribution list (30 for the Starter Pack). 3.2 Principle Distribution lists are declared in two steps 1. Using the management tool, the manager creates a number of voice mailboxes corresponding to the required number of distribution lists. A directory number and identifier name must be declared for each mailbox. 2. For each distribution list created, the manager enters the associated users. This step can be performed from a set by logging on with the directory number and password configured for the mailbox. When connected, the manager can create or modify the distribution list using the mailbox options menu. Remarks A distribution list can only be deleted using the management tool, not from a set. The set used can be any type, Reflexes set, analog set, IP Phone, etc. 3.3 Configuring distribution lists Creating a distribution list The mailbox used to create the distribution list is declared in specific 4645 voice mail parameters. During creation, you must assign a directory number to the mailbox using the same procedure followed for system users. Once created, the directory number of the distribution list mailbox is shown in a table under the Users object. Important The existing dialing plan must be taken into account so that conflicts between mailbox directory numbers and user directory numbers are avoided. At 4546 voice mail service creation, the system automatically creates mailboxes with directory numbers 00 ( for Administrators) and 01 (for Automatic Attendant). Procedure 1. Select Applications > Voice Mail > Descend hierarchy > 4645 VM Automated Attendant 2. Select Create. 17/48

18 Chapter ) * ( 3 Attributes Directory Number Enter the directory number of the distribution list. Note 1 Do not use mailbox directory numbers beginning with 00 (Administrators mailbox), 01 (Automatic Attendant mailbox), *, #, A, B, C and D. Directory Name Enter the name used to identify the distribution list. Directory First Name Enter, if required, an additional name for the mailbox name configured above. UTF8 Directory name Used for Dial by name for names in nonlatin character sets and long Latin names. Enter the user s directory name. Maximum characters 43 Latin 21 Greek/Cyrillic 14 CJK (China, Japan, Korea) Note 2 You must use the 4760 or 4760i application to enter or display nonlatin characters for this parameter. NonLatin characters are displayed as??? in mgr. UTF8 Directory First Name Used for Dial by name for names in nonlatin character sets and long Latin names. Enter the user s directory first name. Maximum characters 43 Latin 21 Greek/Cyrillic 14 CJK (China, Japan, Korea) Note 3 You must use the 4760 or 4760i application to enter or display nonlatin characters for this parameter. NonLatin characters are displayed as??? in mgr. 18/48 Displayed Name Enter the name that will be displayed on the set display when connecting to the desired mailbox. From 1 to 16 characters. Phone book Name (Dial by name) Enter the name to be used when the Call/Dial by name option is used. From 1 to 12 characters. Phone book First name Enter an additional name, if required. This is also used when the Call/Dial by name option is used. From 1 to 8 characters.

19 ) * ( Entity Number Enter the entity number to be assigned to the mailbox. This allows several companies (or several services) to operate simultaneously within the system. Each entity has its own users, attendants, automated attendant, etc. as configured within the AlcatelLucent OmniPCX Enterprise CS Domain Identifier Enter the number of the domain to which the mailbox is assigned. Reminder This attribute enables mailboxes to be grouped in a domain. For each domain configured, the manager must assign domain rights to the authorized user no rights, readonly, read and write, all rights. Secret Code Enter a 3 to 4 digit password (passwords of less than 3 digits are forbidden). This password is a temporary password to access the Distribution List mailbox for the very first time (see Entering users in a distribution list ). Confirm Reenter the password. Language ID Not significant for this type of mailbox. Mailbox Type Select System Distribution List Note 4 Other mailboxes in this list are not significant for distribution lists. Class of Service Not significant for this type of mailbox. Modifying a distribution list To review or modify a distribution list mailbox, the manager must specify the mailbox number. Note Do not modify mailboxes with directory numbers 00 and 01. Procedure 1. Select Applications > Voice Mail > Descend hierarchy > 4645 VM Automated Attendant 2. Select Review/Modify, and then select the directory number of the mailbox. 3. When the parameters are displayed, make the modifications, then confirm for them to be applied Deleting a distribution list To delete a distribution list mailbox, the manager must specify the mailbox number. Note Do not delete mailboxes with directory numbers 00 and /48

20 Chapter 3 ) * ( Procedure 1. Select Applications > Voice Mail > Descend hierarchy > 4645 VM Automated Attendant. 2. Select Delete, then select the directory number of the required mailbox and confirm. 3.4 Entering users in a distribution list Accessing the management menu Access to a distribution list mailbox differs depending on whether or not the set used is the mailbox owner The set is the distribution list mailbox owner The distribution list mailbox is accessed from the owner set as follows 1. Dial the number of the voice mail service. 2. Press *, and then #. 3. Enter the number of the distribution list mailbox. 4. Enter the temporary password to access the distribution list mailbox (this applies to the very first access only). 5. Change the temporary password with a new password (at least 3 digit long, and at the most 8 digit long). This new password becomes the current password to reach the distribution list mailbox. 6. Record a name for the distribution list mailbox (only at initial access) The set is not the distribution list mailbox owner The distribution list mailbox is accessed from the set as follows 1. Dial the number of the voice mail service. 2. Enter the number of the distribution list mailbox. 3. Enter the temporary password to access the distribution list mailbox (this applies to the very first access only). 4. Change the temporary password with a new password (at least 3 digit long, and at the most 8 digit long). This new password becomes the current password to reach the distribution list mailbox. 5. Record a name for the distribution list mailbox (only at initial access) Description of the management menu After the access procedure has been performed, the main menu is displayed on the set display. This differs depending on whether or not the list contains users 20/48 The list is empty

21 ) * ( The list already contains one or more names The following functions are available from this screen 21/48

22 Chapter 3 ) * ( This diagram presents the numeric keypad key required to activate each function. Programming can also be performed using the dynamic keys offered on the selected sets (e.g.4035). Note The parameters contained in the Modify name menu are already completed but can be modified by activating them from the set. The End key in the following screens can be used to cancel the current action and return to the previous menu. Adding users to a distribution list In the main menu, press the Edit key to access the record menu. A new member can be added via this screen in two ways. Directly, by entering the member's directory number. See Recording by directory number, By entering the member's name. See Recording by name. Note The members of a distribution list can be standard mailboxes, guest mailboxes, distribution lists and network mailboxes (provided the VPIM service is configured) Recording by directory number In the record menu, enter the user's directory number. The following screen is then displayed The screen displays the name and directory number of the user entered. Press Confrm to confirm recording. You are then returned to the previous menu to allow you to enter another user /48 Recording by name

23 ) * ( In the record menu, press the Spell key. The following screen is then displayed Using the dialing keypad, enter the letters of the name until it is recognized by the system. There are two possible results A single name is found. In this case, the display shows The screen displays the found user name. Press Confrm to confirm that this user is to be recorded. You are then returned to the previous menu to allow you to enter another user. Several names are found. The system will associate a number with each name and then list them. While they are being listed, the display shows Enter the number for the desired user name. The display shows The screen displays the user name selected. Press Confrm to confirm recording. You are then returned to the previous menu to allow you to enter another user Reviewing distribution list content 23/48

24 Chapter 3 ) * ( After recording is complete, several choices are available to the manager, such as reviewing the content of the newly created distribution list. In the main menu, press the Names key. The display shows The screen displays the name of the first member in the list. To review the other members, successively press Skip. When the entire list has been scrolled through, you are returned to the main menu Deleting users from a distribution list In the main menu, press the Delete key to access the delete menu. The display shows The screen displays the name of the first member in the list. Use the Skip key to select the member to be deleted and confirm by pressing Delete. When the entire list has been scrolled through, you are returned to the main menu. 24/48

25 4.1 Overview The 4645 voice mail service offers users two types of mailbox Standard mailboxes Guest mailboxes Each type is described in detail below Standard mailbox The Standard mailbox is commonly used for voice mail services. It is dedicated to a set (UA, Z, or IP) whose owner is the only person allowed to access and manage messages. When users connect to their mailbox for the first time, they must record their name and enter a secret code that will be requested at each subsequent connection. The Standard mailbox offers all standard voice mail services Caller greeting by a customized announcement (personal greeting) Access and reply to messages left in the mailbox Send messages to one or more people (either one at a time or via a distribution list) Modify name and password for mailbox access, etc. Guest mailbox The Guest mailbox is commonly used in a hotel type environment. At checkin, guests are automatically assigned a mailbox. A password and the desired language are assigned; guests simply record their names on initial connection to the mailbox. The password enables guests to access their mailbox from their hotel room. The mailbox generally has a limited number of services compared with those offered by the Standard mailbox. There are some restrictions 4.2 Messages in the mailbox cannot be stored The guest connected to the mailbox cannot send messages to another guest's mailbox Name and secret code cannot be modified by the owner of the mailbox Principle To become a 4645 voice mail user, an individual must be assigned a mailbox. This is characterized by The directory number of the 4645 voice mail sevice The type of mailbox assigned (Standard or Guest) The associated Class of Service Principle 25/48

26 Chapter 4 * + ( 4.3 Configuring mailboxes Creating a mailbox The mailbox is declared in User Parameters. According to the configuration (i.e., whether or not the user is declared), the way in which the mailbox is created differs Basic configuration Action The user exists and must be as Select Consult/Modify, and then select the number of the signed a mailbox user and assign voice mail service to the user. The user does not exist Select Create. Note 1 This action simultaneously creates the user and the user mailbox. Do not use mailbox directory numbers beginning with 00, 01, *, #, A, B, C and D. Example Creating a Standard mailbox to be assigned to a previously declared user. 26/48

27 * + ( Procedure 1. Select Users 2. Select Review/Modify, and then select the user number. Attributes Directory Number Displays user set directory number. This number will also be used for the mailbox. Directory Name Display the name of the user associated with the set. This name is used to identify a user if the Call/Dial by name option is used. Directory First Name Display the first name of the user associated with the set. This is also used for Call/Dial by name.... Entity Number... Domain Identifier Enter the entity number to be assigned to the mailbox. This allows several companies (or several services) to operate simultaneously within the system. Each entity has its own users, attendants, etc. Enter the number of the domain to which the mailbox is assigned. Reminder 1 This attribute enables mailboxes to be grouped in a domain. For each domain configured, the manager must assign domain rights to the authorized user no rights, readonly, read and write, all rights. Language ID Enter the number of the language used for the mailbox personal greeting message(s). From 1 to 9. This language ID will match one of the nationalities managed in the Installation object. Reminder 2 A nationality represents a combination of a display language and a language for voice guide playback. Secret Code Enter a 4 digit password. This password is a temporary password provided to the mailbox user. To activate the mailbox password 1. Users enter this temporary password to access their mailbox for the first time 2. Users are then requested to change this temporary password by a new password which is at least 3 digit long, and at the most 8 digit long. This user password becomes the current password to reach their mailbox 27/48

28 Chapter 4 * + ( Confirm Reenter the password. Associated Set No. Enter the number of the voice mail service (optional). This allows any call that is not answered during the first four rings on the set to overflow to the voice mail service.... Voice Mail Dir. No. Enter the voice mail number declared in the AlcatelLucent 4645 VMS Basic management. After the voice mail directory number has been entered, it must be confirmed for the system to associate this type of voice mail with the set (4645). When confirmed, the specific mailbox fields can be viewed and configured. Attributes Voice Mail Type Voice Mail Box 4645 Voice Mail Type Displays After the voice mail directory number has been confirmed, the system automatically indicates voice mail type. Select the desired type of mailbox Standard 4645 Guest 4645 Note 2 Other mailboxes do not concern the user Class of Service Enter the number of the Class of Service for this mailbox. If desired, set the IMAP service parameter to Yes. Modifying a mailbox To access or modify a mailbox, the manager must specify the mailbox user number. Note Do not modify mailboxes with directory numbers 00 and 01. Procedure 1. Select Users 2. Select Review/Modify, and then select the relevant mailbox user number. 3. When user parameters are displayed, make any modifications related to Type of mailbox The associated Class of Service Then confirm changes to apply them Deleting a mailbox To delete a mailbox, the manager must specify the mailbox user number after making sure the 28/48

29 * + ( mailbox is empty. Note Do not delete mailboxes with directory numbers 00 and 01. Procedure 1. Select Users 2. Select Review/Modify, and then enter the user mailbox number. 3. When the user parameters are displayed, refer to the voice mail directory number and replace it with the string "". 29/48

30 5.1 Overview This chapter covers Automated Attendant features which allow a caller to be guided to a company department or to a user for assistance. The Automated Attendant can also help when there are many calls. In the context of the AlcatelLucent 4645 application, the Automated Attendant can be thought of as an information center that can be adapted using its specific mailboxes. To do this, the AlcatelLucent 4645 voice mail service offers two types of mailbox Automated Attendant Entry or AA Entry mailbox Automated Attendant Menu or AA Menu mailbox Note 1 The AA Menu mailbox can be used independent of the Automated Attendant for the requirements of an Audiotext, or narrative, information message service. Note 2 AA is used for Automated Attendant throughout this document. Use of an AA to assist an attendant when there is heavy traffic or when the attendant is absent involves the use of a calendar to manage the AA opening and closing times. Example The AA takes over from the attendant when the attendant leaves (e.g. at 6 pm ) to enable calls to be routed to departments that remain open until a later time (e.g. 7 pm). For this to happen, the manager must use the entity concept. This can be visualized as a company department that distributes calls, offering specific discrimination. The entity can change installation (system) status over the time period of a day, according to requirements The AA Entry mailbox The AA Entry mailbox is the entry point for any AA and is configured as a greeting mailbox. Principle A message presenting the company or requested department is played to callers arriving on the AA. After a caller has listened to the announcement, the caller is asked to select a language for subsequent voice guide messages. Once a language has been selected, the caller is typically routed to an AA Menu mailbox. While the message is being played, callers can access their mailbox (if one is located on the system) by using the # key. This key can be enabled in system management. If the key is not enabled, callers can still press it to stop the greeting message and move on to the next action offered by the AA. Structure 30/48

31 ( The AA Menu mailbox The AA Menu mailbox is configured as a menu box. It offers a number of choices to the caller on his set and can be used as a final recipient for the AA Entry mailbox. AA Menu mailboxes can be linked to divide the selection process into several steps, by designating another AA Menu mailbox as the destination. Principle A caller routed to the AA Menu mailbox gets a voice guide asking the caller to select a number ('1' to '9') on the set keypad. Note While the guide presenting the mailbox menu is being played, the callers can access their mailbox (if one is located on the system) by using the # key. This key is enabled in system management. After the guide presenting the menu has been played, there are two possibilities 31/48

32 Chapter ( 5 The caller makes no choice In this case, a voice guide requests caller feedback, and the mailbox menu voice guide is played again. This is performed three times. If the caller has not made a choice after three times, the call is ended. The caller makes an incorrect choice. In this case, a voice guide informs the caller of the mistake, and the mailbox menu voice guide is played again. This is performed three times. If the caller has not made a correct choice after three times, the call is ended. Each number represents a service offered by the AA. The services offered are Title Meaning Not used No service is offered Reach PreConfigured Mailbox/AA Direct transfer to a preconfigured user Transfer To PreConfig. Number Direct transfer to a preconfigured user Transfer By Dialing Number Transfer to a user by dialing the user's directory number Transfer By Dialing Name Transfer to a user by entering the user's name Transfer To Attendant To transfer to an attendant Reach Mb/AA By Dialing Number To leave a message in the desired mailbox by dialing its directory number Reach Mailbox/AA By Dialing Name To leave a message in the desired mailbox by dialing its name Release Call To exit the AA Go Back To return to the previous menu Example 32/48

33 ( 5.2 Operating procedure The AA is declared in two steps. 1. Using the management tool, the manager must create the AA mailboxes. These mailboxes are characterized by The directory number of the 4645 voice mail service The type of mailbox assigned (AA Entry or AA Menu) The specific parameters of the selected mailbox 33/48

34 Chapter 5 ( 2. For each mailbox created, the manager must customize the message played to callers. For an AA Entry mailbox, a company greeting message AA Menu mailbox, a message listing the features offered by the mailbox This step can only be performed from an installation set by logging on with the directory number and secret code previously configured for the mailbox. When connected, the manager can record, modify, or delete the message using the mailbox options menu. Important If no message is recorded and confirmed, the callers receive a preprogrammed system message when they reache the mailbox. For an AA Entry mailbox, this could be Welcome, you are connected to an Automated Attendant. 3. If the Automated Attendant is used to assist the attendant, the manager must also configure opening and closing times with the Entity object in the main management menu tree structure. For more information on the entity's mechanism and its configuration, refer to the system documentation Call distribution Call Routing Description on Call distribution. 5.3 Configuring the AA Creating a mailbox The mailbox, whether AA Entry or AA Menu, is declared in the specific 4645 voice mail parameters. During creation, the mailbox must be assigned a directory number using the same procedure followed for system users. Once created, the directory number of the mailbox appears in a table under the Users object. Important The existing dialing plan must be considered to avoid conflicts between mailbox directory numbers and user directory numbers. 34/48

35 ( Procedure 1. Select Applications > Voice Mail > Descend hierarchy > 4645 VM Automated Attendant 2. Select Create. Attributes Directory Number Enter the directory number of the mailbox. From 1 to 8 digits. Directory Name Enter the name of the mailbox. From 1 to 20 characters. Directory First Name Enter, if required, an additional name for the mailbox name configured above. From 1 to 20 characters. UTF8 Directory name Used for Dial by name for names in nonlatin character sets and long Latin names. Enter the user s directory name. Maximum characters 43 Latin 21 Greek/Cyrillic 14 CJK (China, Japan, Korea) Note 1 You must use the 4760 or 4760i application to enter or display nonlatin characters for this parameter. NonLatin characters are displayed as??? in mgr. UTF8 Directory First Name Used for Dial by name for names in nonlatin character sets and long Latin names. Enter the user s directory first name. Maximum characters 43 Latin 21 Greek/Cyrillic 14 CJK (China, Japan, Korea) Note 2 You must use the 4760 or 4760i application to enter or display nonlatin characters for this parameter. NonLatin characters are displayed as??? in mgr. Displayed Name Enter the name to be displayed on set displays when sets are connected to the AA. From 1 to 16 characters. Phone book Name (Dial by name) Enter the mailbox name to be used when the "Call/Dial by name" option is used. From 1 to 12 characters. Phone book First name Enter, if required, an additional name for the mailbox name. This is also used when the Call/ Dial by name option is used. From 1 to 8 characters. 35/48

36 Chapter 5 ( Entity Number Enter the entity number to be assigned to the mailbox. This allows several companies (or several services) in the same system to be distinguished. Each entity has its own users, attendants, automated attendant, etc. Domain Identifier Enter the number of the domain to which the mailbox is assigned. Reminder This attribute enables mailboxes to be grouped in a domain. For each domain configured, the manager must assign domain rights to the authorized user no rights, readonly, read and write, all rights. Secret Code Enter a 3 to 4 digit password (passwords of less than 3 digits are forbidden). This password is a temporary password to access the AA Entry/Menu mailbox for the very first time (see Accessing the Management menu ). Confirm Enter the password again. Language ID Enter the language ID for the announcements to be used by mailboxes, from 1 to 9 (default 1). Note 3 These language IDs correspond to the nationalities configured in the Installation object. They form a combination display language + voice guide playback language. Mailbox Type Select the desired type of mailbox Automated Attendant Entry Automated Attendant Menu Note 4 The latter type of mailbox is not affected by the AA. Class of Service Enter the number of the Class of Service for this mailbox (1 by default). Selecting one of the mailboxes offered above results in new attributes being displayed. For more information on AA Entry mailboxes, refer to AA Entry mailbox data. For more information on AA Menu mailboxes, refer to AA Menu mailbox specific data AA Entry mailbox data Choose here the languages that will be offered to callers when they connect to an AA Entry mailbox. Callers can be offered a choice of 9 languages available on the system. Attributes 36/48

37 ( Blind Transfert YES the Voice Mail system performs a blind transfer. NO the Voice Mail system performs a supervised transfer and informs the user about the status of the destination in case that the transfer fails. AA Entry Language 1 Select a language from those available on the System. Languages are accessed via a dropdown list (default value None). AA Entry Language 2 Same as above AA Entry Language 3 Same as above... AA Entry Language 8 Same as above Destination Number Enter the number of the mailbox to which the caller will be transferred when the AA Entry mailbox has completed its action. From 3 to 8 digits. MBx Access By <#> Key Select Yes (default value) pressing the # key enables callers to access their mailbox while connected to the AA. No pressing the # key enables the caller to stop playback of the current message. AA Menu mailbox specific data Select the type of feature to be assigned to each menu item offered by the AA Menu mailbox. Up to 9 choices can be offered to the caller. An additional choice can be programmed by default if the caller performs no action on his set. This will release the call or direct the caller to a preconfigured feature. Attributes 37/48

38 Chapter 5 ( Blind Transfert 38/48 YES the Voice Mail system performs a blind transfer. NO the Voice Mail system performs a supervised transfer and informs the user about the status of the destination in case that the transfer fails. Default Key Select Not used (default value) no action is assigned to this key Reach PreConfigured Mailbox/AA the caller is connected to a predefined mailbox Transfer To PreConfig. Number the caller is connected to a predefined set Transfer By Dialing Number the caller is prompted to enter the number of the requested user's set Transfer By Dialing Name the caller is prompted to enter the requested user's name Transfer To Attendant the caller is connected to a predefined attendant Reach Mb/AA By Dialing Number the caller is prompted to enter the number of the desired mailbox Reach Mailbox/AA By Dialing Name the caller is prompted to enter the name of the desired mailbox Call Release the caller releases the call Go Back the caller is returned to the previous menu. This is the case if there are several linked AA Menu mailboxes. PreConfig. Number For Default Enter A number of from 1 to 8 digits if the destination is a voice mailbox. A number of from 1 to 30 digits if the destination is a phone number, In all other cases, do not enter any number. Key 1 Operation identical to that of the "Default" key. PreConfig. Number For Key 1 Key 2 PreConfig. Number For Key 2... Key 9 PreConfig. Number For Key 9 Same as above Same as above

39 ( MBx Access By < # > Key Select Yes (default value) pressing the # key enables the caller to access his mailbox while connected to the AA. No pressing the # key enables the caller to stop playback of the current voice guide. Modifying a mailbox To access or modify a mailbox, whether AA Entry or AA Menu, the manager must specify the number of the mailbox. Procedure 1. Select Applications > Voice Mail > Descend hierarchy > 4645 VM Automated Attendant 2. Select Review/Modify, and then select the number configured for the mailbox. 3. When the parameters are displayed, make the changes, and confirm Deleting a mailbox To delete a mailbox, whether AA Entry or AA Menu, the manager must specify the number of the mailbox. Procedure 1. Select Applications > Voice Mail > Descend hierarchy > 4645 VM Automated Attendant 2. Select Delete, then select the number configured for the mailbox and confirm. 5.4 Recording mailbox messages Accessing the Management menu From a business set, an AA mailbox is accessed in the same way as a distribution list mailbox. To do this, refer to the AlcatelLucent 4645 VMS Distribution list management Accessing the management menu Description of the Management menu Once the access procedure has been performed, the main menu appears on the set display. This is the same for any type of mailbox opened (AA Entry or AA Menu). 39/48

40 Chapter 5 ( In this screen, the manager has a menu that offers the following functions This diagram presents the numeric keypad key required to activate each function. Programming can also be performed using the dynamic keys offered by the set display. Note The parameters contained in the Modify name and Password menus are already completed but can be changed by activating either menu from the set. The End key in the following screens can be used to cancel the current action and return to the previous menu. Recording a greeting message for the AA Entry mailbox In the main menu, press the Edit key to access the record menu. Important A company greeting message can only be recorded in one language. Wait for the start tone, then record the message. The display shows While recording, the manager can press 40/48

41 ( Pause To pause during recording. Press this key again to resume recording. ReRcrd To delete and rerecord the message. To stop recording, press End. This displays The manager has various choices Replay To hear the recorded message. ReRcrd To delete and rerecord the message. Confrm To confirm the recorded message as a greeting message. Recording a message for the AA Menu mailbox Unlike a company greeting message, the message presenting the main menu of an AA Menu type mailbox can be recorded in several languages. It is therefore necessary to specify with which language the message will be associated before recording it. Note 1 This operation must be repeated for each language offered to callers by the 4645 voice mail service. In the main menu, press the Greetg key to access the recording language menu. A voice guide presenting the languages available for voice mail is played. A key is offered to select each language. Example If English is available as language 1, French as language 2 and German as language 3, the manager will hear To select English press one Pour sélectionner le français tapez deux Um deutsch auszuwählen drücken sie drei 41/48

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