INTEGRATED COMMUNICATIONS SERVER SYSTEM ADMINISTRATOR'S MANUAL SOFTWARE RELEASE 1.15

Transcription

1 April 2001, Issue 2 VOICEGATE ICS FOR WINDOWS NT INTEGRATED COMMUNICATIONS SERVER SYSTEM ADMINISTRATOR'S MANUAL MANUFACTURED BY: VoiceGate Corporation 550 Alden Road, Unit 112 Markham, Ontario Canada L3R 6A8 SOFTWARE RELEASE 1.15 Before placing a technical support inquiry, please have the following information ready: 1) Your Technical Support Number (available to authorized dealers only) 2) Your VoiceGate ICS software key number 3) Your phone system type and software release 4) The number of voice mail ports 5) Current VoiceGate ICS software version (905) / (800) FOR DEALER SALES: (800) FOR END USER SUPPORT, PLEASE CONTACT YOUR VOICEGATE DEALER VOICEGATE ICS IS A REGISTERED TRADEMARK OF VOICEGATE CORPORATION While every effort has been made to ensure this document's accuracy, VoiceGate Corporation is not responsible or liable for content errors. TABLE OF CONTENTS

2 SECTION PAGE 1 HOW TO USE THIS MANUAL INSTALLATION Unpacking GETTING STARTED Logging On Site Analysis Questionnaire BASIC STARTUP Program Setup - Quick Start Company Setup - Quick Start User Setup - Quick Start Class Of Service - Quick Start DIAL UP ADMINISTRATION Dial Up Administration Access Dial Up Administration Menu Recording Company Greetings Recording Custom Menu Messages COPY ADMINISTRATION Copying Company Greetings CUSTOM MENU SETUP Custom Setup

3 14 MASTER AND SECONDARY PASSCODES Security USER ADMINISTRATION User Setup - Add New User Class Of Service Delete User Update User Reset User List User Passcode Reset System Distribution List SETUP ADMINISTRATION Channel Setup Company Setup Custom Setup Program Setup System Setup Trunk Setup Fax On Demand Setup (Optional) Direct Inward Dial (DID) For Norstar Only OTHER ADMINISTRATION...125

4 31 Set Time And Date Copy Company Messages Copy Holiday Messages Reset Secondary Passcode Line Control VIEW ADMINISTRATION User Statistics User Information System Information Call Count Mailbox Display Line Status Message Waiting Lamp Status Pager Status Digit-Grabber VoiceGate Wav Glossary

5 HOW TO USE THIS MANUAL This manual contains actual screen captures of the VoiceGate ICS for Windows NT. These screen shots act as a guide to help make learning simple and easy to understand. Illustrations are used to walk you through the whole installation process starting from unpacking and setting up the system. Then, leading you to setting up basic up to more complex fully featured applications. A glossary is available to help with explaining fields found throughout VoiceGate ICS manual. When in doubt, it is a good idea to reference the glossary for a definition of a term or field. Making numerous changes without fully understanding an option can cause a domino effect of problems. Having a good working knowledge of telephony fundamentals is more than just a strength, it is required. The phone system plays a very large role in the voice mail system s ability to perform its higher functions. Knowing your telephone system s capabilities will ensure a tighter integration with higher features and functions. 1

6 INSTALLATION You will first have to unpack your system. Please inspect the package(s) for signs of mishandling. Be sure to unpack all contents before storing or disposing of the packaging. Be sure to unpack the accessory box. It is the smaller box underneath the PC. The accessory box contains important backup CD ROM software, a software protection key, administration documentation, mouse, keyboard, line cord(s), power cord(s), and etc. 2

7 INSTALLATION Unpack your PC with care! Do not shake or seat the PC in a way other than in it s intended upright and vertical position. Be sure to unpack your accessory box. 3

8 INSTALLATION The accessory box contains manual(s), backup VoiceGate ICS CD ROM software, power cord(s), line cord(s), documentation, mouse, keyboard and a software protection key. SOFTWARE PROTECTION KEY & BACK-UP CD ROM The most important items that your accessory box contains are the back up CD ROM, the software protection key, mouse and keyboard. 4

9 INSTALLATION Depending on your integration, you will have a computer similar to these. Note the position of the power button on each. Note the position of the power input on each. 5

10 INSTALLATION Note the placement of the RESET button on each chassis. VIDEO IN LINE CORD CONNECTIONS All connections are clearly labeled. You can see how easy it is to connect such things as the video cable or the voice mail port line cords. 6

11 GETTING STARTED Now that you have connected all your cables and software key, you should power it on to set up your voice mail system. The system will automatically load the voice mail program. You will come to the main screen below. TIP: There are short-cut icons to access common administration functions found in each section of programming. Place the mouse over any icon and wait a second. A description will pop up in front of the icon. 7

12 GETTING STARTED To log on to the system go to File, select Logon. The next window will ask you for a passcode. The default master passcode is *99*99 and secondary passcode is ) Go to File and select Logon 2) Enter the default master passcode *99*99 8

13 GETTING STARTED You can also log on to the system by pointing the mouse over the ON icon by selecting or left clicking once. Enter the master passcode *99*99 You should now be logged on to the system. The first thing you may want to do is go through each option to familiarize yourself with the system. Refer to the glossary at the back of the manual for help with the terminology. It is also a good idea to work out on paper how you would like the system to operate. Will it handle calls as a full-time automated attendant or as an overflow from a live operator? There are many things to consider. It would make for a faster and smoother installation if all concerned parties agree with how the system should be function. As a helpful implementation tool, the Site Analysis Questionnaire (see next page) should be filled out together with your customer so that you are both in agreement on how the system should be set up. 9

14 SITE ANALYSIS QUESTIONNAIRE Please try to fill out as much of the following questions as possible. This information will be required throughout this manual. Type of phone system currently installed / proposed: Software release of phone system: Number of physical extensions used: a) On a separate piece of paper please list all of the extensions currently used, along with first and last names. b) On a separate piece of paper please include off-premise telephone numbers, cellular phones, and pagers if offpremise message notification or call redirect is required. Number of trunks: a) incoming: b) outgoing: Type of trunks currently installed / proposed (Loop / ground start, DID, Centrex, etc): Do your trunks equiv? a) Yes How many equiv groups do you have? b) No Do your trunks provide disconnect supervision signaling? a) Yes Does the phone system have a disconnect supervision feature. a) Yes b) No b) No Who answers incoming calls currently? a) What extension(s) is it? What are your hours of operation? Sunday Monday Tuesday Wednesday Thursday Friday Saturday What happens to after-hours calls currently? a) Answering service b) Answering machine c) Existing voice mail d) Local telephone company voice mail e) Nothing e) Other: specify Number of incoming calls per hour during business hours? Number of messages per hour? What is the average length of messages? Number of companies / departments that are currently answered differently? Are calls transferred off-premise currently? Who will be the main operator? Operator s extension number? 10

15 SITE ANALYSIS QUESTIONNAIRE Who will be the office system administrator? What is the first voice mail port extension number? How many voice mail ports do you have? How do you want your incoming calls answered during business hours? a) Live answer b) Full automated attendant c) Live answer overflow to automated attendant d) Live answer with backdoor automated attendant How do you want your incoming calls answered after hours? a) Live answer b) Full automated attendant c) Live answer overflow to automated attendant d) Live answer with backdoor automated attendant If automated attendant is desired, how many companies / departments do you want to be answered differently? a) Please list companies / departments (if more than one) b) Please list trunks / lines associated with each company / department For each company / department, do you want to dial: a) by extension number b) by last name only, or first name only c) by departments, please list: d) Combination of a, b, and c Do you want a general delivery mailbox? Yes No Please write your script for the company day message. (Remember: keep it simple) Example: Thank you for calling ABC company. If you know the extension number of the person you wish to speak with, please enter it now or press 8 to dial by last name. For a department directory please press 9, or stay on the line for an operator. 11

16 SITE ANALYSIS QUESTIONNAIRE Do you want a company night message different from the company day message? Yes No If yes, please write your script for the company night message. (Remember: Keep it simple) Example: Thank you for calling ABC company. Our office is currently closed. Our office hours are from Monday to Friday from 9 am to 5 pm. If you know the extension number of the person you wish to leave a message with, please enter it now or press 8 to dial by last name. For a department directory please press 9, or stay on the line to leave a message in our general delivery mailbox. Do you require any phantom / guest mailboxes for extensions without telephones? Yes No If yes, please list. (First name, last name, user ID, extension number) Do you require any information mailboxes? Yes No If yes, please list. Please indicate the user features that you would like to implement. REMEMBER: The more features selected, the more voice mail ports required. (Not all features are supported by all phone systems.) Off-premise message / pager notification Yes No Message waiting lamp indication on telephone Yes No Message retrieval: First in, first out / Last in, first out FIFO LIFO Message age (1-30 days) days Total messages (10-99 msgs) msgs Distribution list (1-10 groups) groups Personal Assistant Yes No Record Conversation Yes No Call Screening Yes No Future Delivery Yes No Overhead Page Yes No Pre Post Prompt Before Record Yes No Prompt After Greeting Message Yes No Record Greeting (Mailbox initialization) Yes No Busy on Hold Yes No Stripped Down Mailbox Yes No Call Redirect Mode Yes No Pre Post Message Forward Time ( mins) mins System Mail Box (0-19) Yes No 12

17 BASIC START UP The following few sections (Section 4-8) highlights the key areas to get your system to successfully handshake with the phone system at its basic level. The sections thereafter will provide a detailed explanation of each screen to help in programming advanced features and applications. Furthermore, the telephone system must be properly programmed for full voice mail integration. If applicable, please consult VoiceGate s phone integration notes to assist you with your setup. Please note: All phone system programming is the responsibility of the dealer. VoiceGate Corporation is not responsible for phone system programming. In order for the voice mail system to communicate with the phone system, it must be configured to reflect the existing setup of the phone system. The USER ID NO. and USER EXTENSION found in Program Setup - Page 1 of 3 should mirror the phone system s extension length. These two fields usually match. The default settings for these two fields is 3. To change the fields go to Program Setup - Page 1 of 3. For a more in-depth look at Program Setup, go to Section 26.. Note: These codes are for illustration purposes only. 13

18 BASIC START UP To change the length of the User Id No. or User Extension simply point your mouse to the field(s) and select by pressing your left mouse button. To save your changes, move the mouse over to the SAVE icon and select it. To Save The User Id No. and User Extension lengths are normally the same. All fields in this section have been pre-defined at VoiceGate and should not be changed. Please refer to VoiceGate s telephone integration notes (if available) for setup procedures. If these notes are not supported for your phone system or your unique application demands it, you may need to tweak certain parameters in Program Setup to match your phone system s required settings. Be sure to refer to the glossary at the back of the manual for a complete definition of all fields. Making changes without fully understanding an option can have undesirable results. 14

19 BASIC START UP The next step of the integration process involves setting up daily operational parameters. The Site Analysis Questionnaire in Section 3 contains information which will be required. Proceed to Company Setup - Page 1 of 3. The first major change should be the company office hours. The hours reflected here are your daytime office hours when an operator is available. The system will be in night operation outside of these hours. For a more in-depth look at Company Setup, go to Section 24. 1) Go to Company Setup 2) Company Setup Page 1 Of 3 Company No. allows you to program up to 4 companies / tenants on the same platform. An optional upgrade to 12 tenants is available. Each company can have their automated attendant answered in different ways by hour of day, day of week, and week of year. You will enter company 1-4 in this field. For sophisticated multiple tenanting applications, see also Trunk Setup in Section 28. VoiceGate ICS LITE is recommended for one tenant only. Company Name allows you to customize the name of each company. Just enter it here. 15

20 BASIC STARTUP The system Office Hours is based on a 24 hour clock (military time). The default daytime hours of operation are from 9:00 AM to 5:00 PM (1700 hours). To change a field, move the mouse to the field you would like changed and select by left clicking once. Clear the current information by using delete or backspace. TIP: When moving the mouse over an area while holding the left mouse button down, it will become highlighted (selected). By typing in this highlighted field, the existing contents are automatically overwritten. During regular office hours your default Operator Day Extension, when enabled, will cover callers who dial zero or do nothing in the main company greeting. Outside the company day office hours, when enabled, the Operator Night Extension will be used. The Night Mail Box when enabled in conjunction with Operator Night field will transfer callers directly to the general delivery mail box without ringing the Operator Night Extension s telephone. This scenario will occur when callers dial zero outside of normal office hours only. 16

21 BASIC START UP The Company Greeting field, when enabled, will play an automated attendant greeting asking callers to dial an extension number or be routed to a custom menu level during company daytime office hours. If this field is disabled, it will refer to the Shift Times on page 3 of the Company Setup. If there is a shift time pre-programmed, the system will play the shift message within the shift start and end times. For any time period outside of the shift time range, the system will revert back and play the regular Company Day / Night Greeting regardless if it is disabled or not. The Night Message, when enabled, will play a night automated attendant greeting outside the company daytime office hours. You may want to enable this message to let customers know that you are closed for the night. When the Night Message is disabled, the system will play the company day greeting 24 hours a day. The Message Notification Line Number is usually the second last voice mail port line number. It is the voice mail port assigned to perform outdial message notification functions to pagers and telephones. Please make sure you program this port in your phone system to have access to an outside line. The Message Waiting Lamp Line Number is usually the last voice mail port or line number designated to turn on and off message waiting lamps. 17

22 BASIC STARTUP Go to Company Setup - Page 2 of 3 by clicking on the Page 2 tab. Search By Name allows callers to dial by first or last name if they do not know their party s extension number. Callers must dial a single digit number from the main Company Greeting to access this directory. Once in this directory, they are prompted to dial the first two or three letters of the party s first or last name depending upon which has been programmed. Make sure the single digit selected here does not conflict with the leading digits of extension numbers or Custom Directory Extension numbers. TIP: FN 1-9 is the single digit number from 1 to 9 that callers press to search by first name. LN 1-9 is the single digit number from 1 to 9 that callers press to search by last name. 18

23 BASIC START UP Name Confirmation, when enabled, announces the user s spoken name to callers prior to transferring to that extension from the automated attendant. First Voice Mail Port Extension refers to the physical phone system extension number that the First Voice mail Port is connected to. (i.e. not the voice mail hunt group number) It is very important that this field contains the correct information. The voice mail integration requires this extension number to accurately negotiate information from the phone system. 19

24 BASIC STARTUP Language is an optional upgrade allowing the system to play an alternate language. You can have English with French; Spanish or Arabic. This field defines which language users are defined, or set up, in a company / tenant to converse with the system. If defined as English, users will hear all system prompts in English. If French, then users will be prompted in French. Language Key shows up in systems with the optional bi-lingual upgrade. This field defines the number that callers will be prompted to press to switch from one language to another in the main Company Day / Night Greeting. For example: if a caller calls the main number of a bilingual system, they will hear Good Morning, thank you for calling ABC Company. Pour votre service en Francais, veuillez composer le 1 maintenant, for a company directory press 9... Callers who wish to press 1 for French instructions will be switched from the English to the French prompts on the system and will be presented prompts in French from that point on until the system transfers the call. Please make sure that the selection you program does not create a conflict with the first digit of extension numbers and the Custom Directory Ext. number. 20

25 BASIC STARTUP Company Message Timeout is the custom submenu level ( ) that the system will timeout to from the main Company Day / Night Message (automated attendant). A timeout occurs when callers do not make a selection from the automated attendant. This field is an alternative method to transferring calls to the operator on timeouts. When this field is blank, the system will refer to the Operator Day or Night Extension field in Screen 1 Of 3. Custom Directory, when enabled, gives callers the ability to access a custom call routing tree. i.e. Once the caller dials a pre-defined number (the Custom Dir. Ext number) from the main automated attendant, they are directed to one of the branches of the routing tree (Custom Dir. Level) from submenus 801 to 849. Custom Directory Extension is the dialed digit(s) that will route callers to the respective Custom Directory Level. Make sure that the Custom Directory Ext. that you assign does not conflict with the leading digit of your extension numbers. Otherwise, conflicts will occur. Custom Directory Level is the branch of the routing tree (submenus ) that callers will be routed to once a Custom Directory Extension is selected. 21

26 BASIC STARTUP Holidays is an area that is pre-defined by date (MMDD) to play a special or holiday greeting for a day or range of days. To program a pre-recorded holiday message to play on a particular day or range of days, enter a start date and end date in the Date Range field. Then, select Add to add the Date Range. To play a message for only one day, just enter the same date in the Start date and End date. There are 30 holiday messages that you can pre-program. Note: don t forget to save your changes before you exit out of the Company Setup. 22

27 BASIC STARTUP Shift Times allow companies to have the system answer with up to three different submenu greetings for the day in conjunction with the company day and night message. Shift Times consist of a Custom Menu Level and a Time Range. Refer to the Custom Menu Setup in Section 25 for help on using custom levels. To activate the shift time to play a custom menu level message, the time range must be set using a 24 hour time format. An example of Shift Times is shown below. The shifts are set to play Custom Menu Level hours a day, 7 days a week. Shift 1 has a start time of 0000 hours or 1200 AM. The Custom Menu Message that is programmed to play is Level 801. The end of the range (shift) must be defined for it to work at all. Therefore, to play custom level 801 for 24 hours a day, we must set the end time to 2359 hours or 11:59pm. If applicable, the weekend times may also be defined. The last step is to disable the Company Greeting field on page 1 of 3. The reason for this is the Company Greeting message when enabled has a higher priority than a shift time. The shift times in our example are set up to answer 24 hours 7 days a week. We must disable the Company Greeting field for this to take place. 23

28 BASIC STARTUP Another example of Shift Times is shown below. We are set up to start a shift at 1200 hours or 12:00 PM to play Custom Menu Message Level 801. Our end time is 1300 hours or 1:00 PM. In this case, we will want to play the regular company day message / night message when the voice mail system is not in a shift time mode. To accomplish this, disable the Company Greeting field in Company Setup Page 1 Of 3. When the Company Greeting is disabled, the system will refer to the Shift Times and play the appropriate Custom Menu Level message. Any time period outside of 11:59 AM to 1:00 PM Monday to Friday, the system will revert back and play the Company Day and / or Night Messages. Company Setup - Page 1 Of 3 24

29 BASIC STARTUP In our final example of Shift Times we are incorporating two custom message levels to play during two different shift times over a span of 24 hours 7 days a week. The start time for the first shift time is 0800 hours or 8:00 AM. It will play Custom Message Level 801. The second shift time is set at 1200 hours or 12:00 PM. It will again play Custom Level 801. The third shift time is set to play Custom Level 801 at 1300 hours or 1:00 PM. The fourth or final shift time is set to 1730 hours or 5:30 PM. It will play Custom Level 802. In order for two or more shifts to take place, all four shift times / levels must be used. The second and third shift time in this example is using the same custom level as the first. It could contain a third or fourth custom level if desired. For the shift times to run on a 24 hour basis, we must disable the Company Greeting Message on Page 1 of 3. 25

30 BASIC STARTUP At this point of your voice mail programming, the User ID and Extension Length fields found in Program Setup on Page 1 of 3 should have been defined. Furthermore, the company parameters should be complete in Company Setup. The voice mail system is now ready for users to be added. Go to User Setup and select New User This is the Add New User window. Using the Site Analysis Questionnaire s users list filled out in Section 3, input the information of each user in this screen. The effectiveness of the voice mail integration relies on the accuracy of this information. 26

31 BASIC STARTUP The User ID entry is the mail box number assigned to an user. This field is usually the same as the user s Extension number. The user Extension field is the number associated with a user s telephone extension. It is the number dialed by callers from the automated attendant to reach an user. The Extension field is usually the same as the User ID field. The First Name field is the first name of the user. The spelling used in this field will apply when using the Search by First Name directory. The Last Name field is the last name of the user. The spelling used in this field will apply when using the Search by Last Name directory. The Nick Name field is an alternate name that users may go by. This field is reserved for future speech recognition use. Job Title and Department are optional fields that act as aids to help with organizing users into groups. At this time, the voice mail system only considers the User ID and user Extension along with the First Name / Last Name fields when applying features. Note: The name fields above require at least two letters to be valid. 27

32 BASIC STARTUP The Message Forward field contains the mailbox number (User ID) where you wish to have this user s messages to be automatically copied to in the event they are not picked up or reviewed after a pre-defined time period ( minutes). To disable this feature, just simply enter the existing mailbox number instead. The Class Of Service field defines the group (class) of features that users are allowed access to. There are 50 classes of service in which the system administrator can customize to fit the needs of his/her users. For more on Class of Service, refer to Section 16. Call Forward Mode (On or Off) is an option to have calls transferred or forwarded from the automated attendant directly to a user s mailbox (Off), or transferred to a phone (On). SETTING UP A GUEST / PHANTOM MAIL BOX When adding a guest mail box, simply turn off the Call Forward Mode. Thus, when callers dial that mail box from the automated attendant, they will hear that user s personal greeting immediately without trying to ring a phone. Furthermore, assign this mail box to a separate class of service, and disable the Message Waiting Lamp field. For information mail boxes, create a guest mail box as shown above, and disable the Message Receivable field in Class of Service (Page 1 of 3) so that callers cannot leave a message after listening to the information. 28

33 BASIC STARTUP Address is the address of this new user. This field is used for web messaging applications. Personal Tree is a personal single digit dialing plan from a mail box. This Personal Tree allows callers to cascade to a Custom Menu Level ( ), another mailbox, or another extension. From a mail box personal greeting, press 8 plus a pre-defined digit 1 to 9 to route callers to the appropriate custom menu level tree ( ), mailbox, or extension. For example, in mail box 260, you can record the following: You ve reached John Doe, I m currently unable to take your call. However, you may leave me a message after the tone or press 81 for Barbara my secretary, 82 for a listing of other sales reps, or 83 for my manager. 29

34 BASIC STARTUP The Class of Service is where you assign feature restrictions and permissions to users. Select Class Of Service in User Setup Refer to Class Of Service in Section 16 for a detailed explanation of all the terms. 30

35 DIAL UP ADMINISTRATION To access the Dial Up Administration functions from a touch-tone phone, the following must be performed: 1) Call the Voice mail extension number or hunt group from any touch-tone phone. 2) When the system answers with the Company Greeting, key in the System Access code. The code is #. If your phone system supports auto station log on (i.e. when the system answers with "Please enter your passcode"), press # twice to gain system access. At this point, the system will ask for your User ID and Passcode. Key in the System Administrator's User ID number. If the User ID Number has been set to 2 digits in the Program Setup (Section 26 ), then the System Administrator's User ID Number will be *9; if 3 digits then the User ID will be *99; if four digits then *99*. Key in the existing System Administrator's Master or Secondary Passcode. The default master passcode is *99*99. The default secondary passcode is These default passcodes will not be affected by changing the length of the User ID Number in the Program Setup (Section 26). At this point, the system should provide you with a menu of system administrator functions. SEE NEXT PAGE. Press 9 to hang up when you are finished with your administrative changes. 31

36 DIAL UP ADMINISTRATION See previous page for access method. 1 - To Change the System Passcode. 2 - To Add a User. 3 - To Delete a User. 4 - To Change User ID Number. 5 - To Change Extension Number. 6 - To Change Other User's Passcode. 7 - To Record Company Greeting Messages. 0 - The Season's Greeting Message. (Record "Season's Greetings" only) 1 - The Good Morning Message. (Record "Good Morning" only) 2 - The Good Afternoon Message. (Record "Good Afternoon" only) 3 - The Good Evening Message. (Record "Good Evening" only) 4 - The Fax Directory Message. 5 - The Company Day Message. (Enter Company Number 1-4, then enter day of week (0-6). 0=Sunday) 6 - The Company Night Message. (Enter Company Number 1-4, then enter day of week (0-6). 0=Sunday) 7 - The Company Holiday Message. (Enter Company Number 1-4, then enter Holiday Number 01-15) * - The Company Hold Message. (Enter the Company Number 1-4) 8 - To Return To The Main Menu. 9 - Hang Up. 8 -To Record Custom Menu Messages. Enter The Custom Menu Number. # To Return To The Main Menu. 9 - Hang-Up. 32

37 DIAL UP ADMINISTRATION Please read the following helpful hints carefully. 1: If you wish to record a blank message, simply press # right after you hear the beep". 2: The Good Morning / Afternoon / Evening Messages are simply recorded as: "Good Morning" or "Good Afternoon", etc. These prompts are only to give the system answering flexibility dependent on time of day. The Company Day / Night / Weekend Messages are where you record "Thank you for calling XYZ Co.". The system will automatically chain the two recorded prompts together to give you "Good Morning","Thank you for calling..." If you do not wish to have the Good Morning / Afternoon / Evening messages played, simply record a short blank message instead. 3: If you test your system and it plays your Company Greetings twice. Re-record your "Time of day" (Good Morning...) Greeting Messages. The reason for this is that you have recorded your Company Greetings in the "Time of day" slots. 4: After you have finished recording a prompt, press # immediately to tell the system to stop recording. This will eliminate any pauses at the end of prompts. Conversely, start recording when the system beeps to record so that you do not have any pauses in front of your prompts. The system provides the flexibility of having each company day / night greeting independent of the other days of the week. However, if you would like to have all your company messages be the same without having to record each one individually, simply copy the Company Day/ Night Greeting Messages for each day of the week. See Copy Administration in Section 12 or

38 DIAL UP ADMINISTRATION 1 - To Change the System Passcode. 2 - To Add a User. 3 - To Delete a User. 4 - To Change User ID Number. 5 - To Change Extension Number. 6 - To Change Other User's Passcode. 7 - To Record Company Greeting Messages. 0 - The Season's Greeting Message. (Record "Season's Greetings" only) 1 - The Good Morning Message. (Record " Good Morning" only) 2 - The Good Afternoon Message. (Record "Good Afternoon" only) 3 - The Good Evening Message. (Record " Good Evening" only) 4 - The Fax Directory Message. 5 - The Company Day Message. (Enter Company Number 1-4, then enter day of week (0-6). 0=Sunday) 6 - The Company Night Message. (Enter Company Number 1-4, then enter day of week (0-6). 0=Sunday) 7 - The Company Holiday Message. (Enter Company Number 1-4, then enter Holiday Number 01-15) * - The Company Hold Message. (Enter the Company Number 1-4) 8 - To Return To The Main Menu. 9 - Hang Up. 9 - Hang-Up. 8 -To Record Custom Menu Messages. Enter The Custom Menu Number. Press # To Return To The Main Menu. 34

39 COPY ADMINISTRATION In many installations, the same Company Day/ Night Greeting will be played each and every day of the week. To save you from recording the same Company Day/ Night Greeting seven times (one for each day of the week), use this utility program to have the system copy and save the Company Day / Night Greeting you have recorded to the speech files for the remainder of the week. Should you wish to copy one recorded Company Day / Night Greeting to be played from Monday to Friday, and have weekend Company Day / Night Greetings play on Saturday and Sunday, this utility gives you the flexibility to copy to all; or, any combination you desire. NOTE: If a company / tenant's business is closed on the weekend and you would like to have the Company Night Message played all day instead of the Company Day Message, simply input the company start time as 0000 and end time as 0000 for Day 0 (Sunday) and Day 6 (Saturday) on Company Setup - 1 Of 4 and enable the Night Message field. 35

40 COPY ADMINISTRATION Company Number ( 1-4 ) In this field, you define which tenant's Company Day / Night Greetings you are copying. VoiceGate ICS LITE supports only one company. Message Type Select the type of greeting you are copying. Day or Night. Copy Message from Day Of Week This field defines the source or Day Of The Week's Greeting you have already recorded that you want to copy to other day(s) of the week. Copy Message to Day Of Week This is the field where you define the Day(s) Of The Week where you wish to copy the Company Greeting you have already recorded to (See Dial Up Administration for instructions on how to record Company Day or Night Greetings). Just select the days you wish to copy to in this field. 36

41 CUSTOM MENU SETUP This is where you build the single digit options for the custom directory levels. Remember, to point to these levels, you must assign a directory extension from company setup refer to Section 24. Enter a level from 801 to 849. You have 10 single digit dialing options 0 to 9. Each option can point to extensions, mailboxes or custom levels. There is also a time out field. This option is designed to define what happens at the end of a custom level. The end of a custom level is defined as the end of a custom level s recorded message. 37

42 CUSTOM MENU SETUP You have 49 submenus to design your custom call routing tree. Remember, keep it simple and don t forget to save your work. For a more in-depth explanation, please see Section

43 MASTER AND SECONDARY PASSCODES This allows the system administrator to change the system passcode. The default system master passcode is "*99*99" and secondary passcode is You will need to enter the default passcode as soon as you log on to the system. You then will choose "CHANGE MASTER PASSCODE"or CHANGE SECONDARY PASSCODE in the logon window. Enter your new passcode. These options will change the system passcodes only. (You must go into "Update User" to change a User's passcode). 39

44 MASTER AND SECONDARY PASSCODES The system will ask for the new administrator's passcode twice, this is to make sure that the new passcode matches. If the passcode does not match, the system will not change the existing passcode. The Secondary passcode (999999) allows the installer the flexibility to limit the office system administrator from making dangerous system programming changes but allowing him/her to make basic administrative changes. The Master and Secondary passcodes can be any length from 1 to 6 digits (numeric only). The longer the passcode, the harder it will be for someone to access the system. The passcode set here will be the same one used when changes are performed on the system over the telephone. (See Dial up Administration). Once the default master passcode has been changed from *99*99, it cannot be changed back to its original default passcode. If you forget the system administrator's master passcode, contact VoiceGate Corporation at There will be an administrative fee. 40

45 USER ADMINISTRATION Be sure that the User ID and the Extension fields are defined in the Program Setup section. Set these fields in the Program Setup the same length as in the User Setup. Failure to do so will create problems when using the automated attendant. For instance: if you have defined the user to have a 2 digit extension number and the Program Setup as 3 digits, callers entering the extension number in the automated attendant will have to timeout before being transferred. This is because you have told the system to look for three digits in the extension, not two; therefore, it will wait to timeout before it can transfer the call. USER ID (1-9999) The User ID is the number the user will use to identify himself / herself to the voice mail system. The number can be one, two, three, or four digits long. The User ID and Extension are normally set to the same number; however, they can be set as two distinct numbers. EXTENSION (1-9999) The Extension number is the user's telephone extension number in the phone system. The number can be two, three or four digits long. The Extension number and User ID number are normally the same but can be different. 41

46 USER ADMINISTRATION FIRST NAME In this field, type in the user's First Name. The First Name field will accept up to 20 characters with the minimum this field will accept being two. LAST NAME In this field, type in the user's Last Name. The Last Name field will accept up to 20 characters with the minimum this field will accept being two. NICK NAME In this field, type in the user s Nick Name or alternate name that they go by. This is reserved for future speech recognition use. JOB TITLE In this field, type in the user's Job Title. The Job Title field will accept up to 20 characters with the minimum this field will accept being two. 42

47 USER ADMINISTRATION DEPARTMENT In this field, type in the user's Department. The Department field will accept up to 20 characters with the minimum this field will accept being two. MSG. FWD ( ) This field is where you input the mailbox you wish this user's messages to be automatically copied to in the event they are not picked up or reviewed after a pre-defined period of time. This feature is also known as "Auto Message Copy". We simply will copy this user's messages to the mailbox you define in this field after XX minutes. To define the time frame the message will reside in this user's mailbox prior to being copied to another mailbox, see Screen 3 in the COS Setup, and enter the time period for this COS in "Msg. Forward Time" ( min ) field. When you enter the user's extension number in the Add User menu, the system will automatically input the same number to call forward messages. In other words, the system assumes that you do not want to copy messages anywhere but to this user's mailbox unless you define another mailbox number in this field. Users with this feature enabled should be made aware that their messages may be copied and listened to by another person. Sometimes due to the personal content of some messages, another person having access to them could cause internal personnel problems and embarrassment for all parties concerned. VoiceGate Corporation strongly recommends that any employee having their messages listened to by someone other than the intended recipient should be informed prior to activation of this feature. 43

48 USER ADMINISTRATION CLASS OF SERVICE (1-50) The Class of Service field designates what Class of Service is assigned to a user. For example: you may set COS1 to allow users to record conversations; however, users defined under COS2 will not be given access. This may be the only difference between these two COS. CALL FORWARD MODE (ON/OFF) If you have the Call Forward Mode ON, the system will transfer the call from the automated attendant to a physical telephone. If the Call Forward mode is OFF, it will deposit the caller directly into the mailbox without ringing the extension. ADDRESS The system will send a copy of a voice mail message (as a wave file) to this address. See Notify By in Class of Service. PERSONAL TREE When enabled in Class of Service, a mailbox can be set up to have a personal single digit dialing plan. This Personal Tree allows callers to cascade to a Custom Menu Level ( ), mailbox, or extension. From a mailbox personal greeting, press 8 plus a pre-defined digit 1-9 to route callers to the appropriate custom menu level tree ( ), mailbox, or extension. In the illustration above, input the Custom Menu Level ( ), mailbox, or extension in the corresponding location where callers are to be transferred when the appropriate number is selected. 44

49 USER ADMINISTRATION Definitions for Class Of Service Page 1 of 4 COMPANY NUMBER (1-4) This field defines which "tenant" or company in which this particular user will be defined. In the case where only one company is defined on the system, you would just leave the default setting in place. NOTE: The second company has been assigned for bilingual applications only MESSAGE NOTIFICATION (ENABLED/DISABLED) Message Notification, if enabled, allows the user of the voice mail box the ability to have the system notify them at an external telephone or pager (up to 5 phone numbers) when a message is placed in their mail box. For numeric pagers, users can prompt callers to press 6 in their personal greeting to enter the phone number that they wished to be called back on. The VoiceGate ICS will then display the phone number, entered by the caller, on the user's numeric pager; thus, saving the user from calling in to listen to a message. Furthermore, for numeric pagers that require PIN numbers, users can program up to 24 characters in length, where * can be inserted as pauses, in each of the 5 phone lists. Control of where, when, and how the user is notified of a message is dependent on the user. Additional information about setting up the message notification, per user, is available by consulting the User Guide. The Message Notification feature will only work if the MESSAGE NOTIFICATION LINE NUMBER has been set in the Company Setup section. 45

50 USER ADMINISTRATION Definitions for Class Of Service Page 1 of 4 MESSAGE WAITING LAMP (ENABLED/DISABLED) The Message Waiting Lamp feature if enabled VoiceGate will attempt to turn on and off the user's message lamp on their telephone. When disabled VoiceGate will not attempt to turn on and off a user s message lamp. MESSAGE RETRIEVAL (FIFO/LIFO) The Message Retrieval feature allows user s the choice to have their messages played to them on a "first in / first out" or "last in / first out" basis. MESSAGE AGE (1-30 DAYS) Message Age is the amount of time that an old message will be retained by the system before it is purged automatically. New messages are not affected by this setting. TOTAL MESSAGES (1-99) Total Messages is defined as the cumulative amount of old and new messages in a user's mail box. If a caller tries to leave a message in a mail box that is full, the system will automatically transfer the caller to the operator. When a user calls in to their mail box and resident messages equal 70 percent or more of the value defined in this field, a message "Your mail box is 70 percent full" will be played to the user prior to allowing access to the mailbox. 46

51 USER ADMINISTRATION Definitions for Class Of Service Page 1 of 4 DISTRIBUTION LIST (1-10) The value set here will define the number of distribution lists available to this particular user. Each distribution list can have up to 20 users in it. For example: You may want to make list #1 your management team, including up to 20 managers. You may now record "meeting at 10 AM on Monday" once, and distribute it to all manager's mailboxes. The system copies the message 20 times and places a copy in each of the boxes in the distribution list. EXTENSION CHANGE (1-90 DAYS) The Extension Change value set in this field will instruct the Automated Attendant, upon receiving a caller's input of an extension number that has been changed, to play the message "Extension XXX has been changed to YYY please make a note of it". After the message is played, the system will automatically transfer the caller to the new extension number 47

52 USER ADMINISTRATION Definitions for Class Of Service Page 1 of 4 PERSONAL ASSISTANT (ENABLE/ DISABLE) The Personal Assistant feature allows users to set their own assistant other than the company operator. If a caller presses "0" when a users personal greeting is playing, they will be directed to the Personal Assistant's extension number as defined by the user in his / her voice mail box. If this feature has been enabled by the user, calls will not go to the company operator when callers press 0 while in this user's mailbox. If this feature is enabled, the user can set any valid extension number in the system to be their assistant. Disabling the feature prevents the user from defining anything other than the company operator, which is done automatically as the default setting. With the feature disabled, the message "Your class of service prohibits you from using this feature" will be played if the user tries to activate it. This feature is useful for departments with specialized functions. For instance: you may not want the company operator fielding calls from your technical support group. You may want to assign a "personal assistant" who is better equipped to answer the questions of people requiring technical assistance. 48

53 USER ADMINISTRATION Definitions for Class Of Service Page 1 of 4 RECORD CONVERSATION (ENABLE/DISABLE) The Record Conversation feature allows the user to use the system as a digital tape recorder. Each message that is recorded is stored in the user's voice mail box. The total length of recording for each message is 30 minutes. The procedure to activate the Record Conversation feature is as follows: 1) Put the person on hold 2) On your second intercom path on your telephone, call the voice mail hunt group 3) Enter your mailbox passcode (or press #, User ID and passcode if auto logon is not supported) 4) Press * to begin recording 5) Conference the first intercom (person on hold) with the second intercom (voice mail box) (This procedure has not been detailed in the User Guide due to the legal ramifications of its use in some parts of the world. You should check with the system owner to see if they wish this feature enabled) 49

54 USER ADMINISTRATION CALL SCREENING (ENABLE/DISABLE) This feature allows users, if enabled, to have the calling party announce who they are so the user can decide whether or not they wish to speak to that person. The user will hear "There is a call from... Press 1 to accept, or 2 to transfer the call to your voice mail box". If you enable this feature in a Class of Service and it doesn't work, check Page 1 of your Program Setup to make sure the "Call Screening Dial Code" is correct. This code is pre-set at the factory for each specific integration; however, your installation may require some changes from the norm to make this feature function correctly. (In most cases the code will be a hook flash). Furthermore, make sure that the Call Transfer Mode in the Class of Service is set at 0 - BNA. FUTURE DELIVERY 1-10 MSGS Future Delivery allows users to send messages to themselves or to others, to be deposited into their voice mail boxes, at some date in the future. The value entered is the number of messages that particular user can send into the future. The maximum message length is 30 seconds. To program a future / message delivery the user will have to select a message delivery slot (0-9), enter the date (MMDDYY) of the delivery, record the message, and enter the User ID number to whom the message is to be sent. After the message has been delivered the system does not delete the message, it is left to remind the user that they sent a message and of its contents. Messages sent using this feature are treated as "normal" and can be redirected, replied to, and sent out using a distribution list. 50

55 USER ADMINISTRATION Definitions for Class Of Service Page 1 of 4 MESSAGE RECEIVABLE (ENABLE/DISABLE) The message receivable feature enables a voice mail box. This allows you the flexibility to prohibit some employees from "hiding behind their voice mail box" and at the same time allowing callers to reach them using the Automated Attendant. An example of an employee whom you may not want to have voice mail may be a technical support person, or an order desk clerk. The message receivable feature will only function when the automated attendant is activated. MESSAGE TIME AND DATE (ENABLE/DISABLE) If enabled, the system will play the time and date of all messages delivered into that mailbox, prior to playing the message. Some users prefer not to have to listen to the time and date stamp prior to reviewing their messages. If this is the case, set this field to (D). In the event this user does want to know the time and date a specific message was delivered, they are given the option in the "Message Menu". 51

56 USER ADMINISTRATION Definitions for Class Of Service Page 1 of 4 CALL TRANSFER MODE (BNA/BSY/BX) The Call Transfer Mode allows each user to have their own transferring method. The three possible transfer types are: Busy/No-Answer, Busy and Blind Transfer. BNA Busy/No Answer puts the calling party on hold and dials the requested extension. The Voice Mail does not release the call until the called extension is answered. If the called party does not answer within the programmed number of rings, the system will deposit the caller into the party's mail box and play their personal greeting. If the extension is busy, the busy on hold message is played. (Provided the system has been set up to do so). Typically, if you must use this call transfer method, the telephone system does not support follow along; or, follow me station to station identification. If the phone system does not support follow along ID, user s in this environment will not get internal voice mail functionality. For instance: One internal user calls another extension. The called extension is ring no answer forwarded to the voice mail hunt group. When the call is answered by the voice mail system, the telephone system is unable to tell it what extension the call just came from. The voice mail system will then play the company's automated attendant greeting rather than the called party's personal greeting. To leave a quick message in this situation, press * plus extension number and you will be played the personal greeting of the user associated with the extension you entered. If you want to skip through the user's personal greeting and go right to record (beep) press 1, 5, or # as soon as the greeting begins playing. 52

57 USER ADMINISTRATION Definitions for Class Of Service Page 1 of 4 BSY (Busy) (NOTE: NOT ALL TELEPHONE SYSTEMS SUPPORT THIS FEATURE) The Voice Mail puts the calling party on hold and dials the requested extension. The Voice Mail then waits for a busy signal, if none is detected then the call is released blindly. If however a busy signal is detected then the Voice Mail will play the following message to the caller: "(Spoken Name) is on the phone. If you would like to hold and have the system re-dial that extension after 10 seconds press 1, press 2 to leave a voice mail message, 7 for another extension or 0 to go to the operator." When the above message is finished playing and a selection is not made, then the user's busy greeting message is played. The telephone system must support call forwarding with follow along ID for busy and no-answer calls. Certain telephone systems must also provide an extra digit (* or 900) before the extension number it is forwarding from to override the automated attendant prompt. If the above conditions are available, then the personal greeting message is played. SEE "PROGRAM SETUP" Section, under the "BUSY ON HOLD DURATION" field to set the length of time a caller will hold before being played the aforementioned message again. 53

58 USER ADMINISTRATION BX Blind Transfer (NOTE: MOST TELEPHONE SYSTEMS SUPPORT THIS FEATURE) The Voice Mail puts the calling party on hold, dials the requested extension and releases the call blindly. The VoiceGate ICS does not check for a busy or a no-answer condition. This is the most efficient way of call transferring because the voice mail ports are not tied up; thereby freeing them to perform other functions. For this mode (Blind Transfer) to work, the telephone system must support call forwarding (Busy and No Answer conditions) with follow along ID in order to get voice mail functionality from internal/external calls. Otherwise, the called extension will forward back to the voice mail hunt group, and the voice mail will not be told what extension the call came from and assume an external call. Internal calls will hear the main company greeting when forwarded into voice mail in systems that do not support follow along ID. If you are getting the main company greeting on a system you know supports follow along ID, check to see if you have properly enabled this feature from the telephone side. Certain telephone systems must also be programmed to provide an extra digit (* or 900) before sending the extension number it is forwarding from to override the automated attendant prompt. If the above conditions are available then the personal greeting message is played. 54

59 USER ADMINISTRATION Definitions for Class Of Service Page 1 of 4 CALL REDIR TRANSFER Call (Pre) Redirect Transfer, allows subscribers to take calls at an external phone number, in real time, transparent to callers. This is useful for system subscribers wishing to work at home; or, take calls live on their cellular phone, without their callers knowing they aren't physically at their desk. There are three modes of transfer: BNA Busy/No Answer; BSY Busy; and BX Blind Transfer. Most applications will use the default setting of BNA Busy/ No Answer. This feature should be used on phone systems which can perform a three way conference call using two external lines and one internal voice mail extension. Be sure to set the following fields in the Program Setup Section (Screen 2 of 5): Redirect Transfer Dial Code; Redirect Busy /No Ans Dial Code; Redirect Connect Dial Code. Once these fields are set, please see the User Guide for instructions on enabling this feature. If you have a system with Centrex lines, you can use the conferencing feature of the Centrex to perform the transfer. If you use blind transfer the VoiceGate ICS loses control of the call; however, if you supervise the call, the VoiceGate ICS will bring the call back and open up the personal greeting in the event of busy no answer. 55

60 USER ADMINISTRATION Definitions for Class Of Service Page 1 of 4 OVERHEAD PAGE DIAL CODE This is the field where you define the telephone system's overhead page dial code. This field also lets you set up "zone" paging by defining the code for each User. Your telephone system s paging dial code goes in here OVERHEAD PAGE PROMPT (ENABLE/DISABLE) This is a system prompt which is automatically played when this field is Enabled. This prompt is played after the User's overhead page message (SEE USER GUIDE PERSONAL GREETING SECTION). The prompt is: "there is a call for you". Some companies may wish to Disable this prompt and record in the overhead page message their own code. For instance: a department store may wish to record in the overhead page message "sports department.". If you left this field enabled, people in that zone would hear: "sports department...code seven...there is a call for you". 56

61 USER ADMINISTRATION Definitions for Class Of Service Page 1 of 4 OVERHEAD PAGE TYPE (PRE/POST) PRE-PAGE The pre-page is useful for people who wish to be notified that there is an incoming call from the automated attendant prior to it ringing at their desk. For instance: in a department store environment, you may wish to have callers "press 1 for sports department". (The caller hears "transferring your call"). The system puts the caller on hold, goes overhead and plays "Sports Department, there is a call for you", and then transfers the caller to the Sports Department's extension. This functions transparent to the caller. POST-PAGE The post-page is useful for people who are always in the office but are seldom at their desk. This user will record in their personal greeting " Hi, I'm in the warehouse. Please press 3 now to have me paged". Now callers who ring no answer are call forwarded into this user's mail box, will be prompted by the user's personal greeting to press 3 to have them paged. After they press 3, callers are placed on hold, the system goes overhead and plays (overhead page message) "there is a call for you" and then transfers the caller back to the user's physical extension. OVERHEAD PAGE (ENABLE/DISABLE) This field allows the user to gain access to the pre/post overhead paging feature. 57

62 USER ADMINISTRATION Definitions for Class Of Service Page 2 of 4 AUTO LOGON (ENABLED/DISABLED) Also known as Auto Station Log On. This feature saves users from entering extra key strokes while accessing their mail box from their personal extension. The phone system must support station to station follow along (me) ID to use this function. This is a feature supported by most newer phone systems. If a user makes a call into the voice mail hunt group from their personal extension, the phone set sends the station ID to the voice mail. The voice mail then knows which user is calling before answering the call, and asks for the user's passcode without asking for the User ID number as it would for all external calls. Some users may not wish to have this feature enabled. Although it would save them key strokes accessing their own mailbox, it causes them problems transferring callers directly into another user's mailbox. An example of this would be an operator's position. Examples of how disabling the auto station log on for an operator position would benefit not only the operator, but also callers into that position are as follows: 58

63 USER ADMINISTRATION AUTO LOGON (ENABLED/DISABLED) - CONT D When a call comes into the operator for a party known to be away from his/her desk, the operator has two methods of transferring that caller into the called party's mailbox. 1. Simply transfer the caller to the called party's extension and let the set ring no answer into the voice mail hunt group. The set will send the station ID and the voice mail will answer with the called party's personal greeting. The drawback for the caller is that they must listen to the extension ringing prior to forwarding into voice mail. This is annoying for a caller who has already transferred to that extension, through the automated attendant, prior to transferring to the operator to determine if that party was in fact out of the office. It is better to transfer the caller directly into the called party's personal greeting without ringing their extension first. This is done as follows: 2. The operator transfers the call to the voice mail hunt group. Auto Station Logon (Enabled) If enabled the voice mail will answer with "Please enter your passcode" to the operator. (The caller will not hear this as they are being held by the phone system prior to transfer). The operator will then press "#" after which the voice mail will answer with the Company Greeting, "*" and the called party's extension number then hangs up or joins the call. Therefore, the series of key strokes needed to transfer a caller directly into a personal greeting is: "transfer key, speed dial key into voice mail hunt group, #, *, EXT number". Auto Station Logon (Disabled) If disabled, the key strokes will be:"transfer key, speed dial key into voice mail hunt group, *, EXT number". Having the auto station log on disabled for personnel who must frequently transfer callers directly into mailboxes is a good idea as it saves one keystroke, the "#" to back out of their personal mailbox and to the top of the attendant. 59

64 USER ADMINISTRATION PROMPT BEFORE RECORD (ENABLED/DISABLED) This field allows you to enable a prompt which will give callers the option of "press 1 to leave a message", prior to recording a voice mail message. This feature is helpful in situations where system users receive a lot of hang-ups or "dead" messages. By pressing 1, the caller informs the system that there will be a message recorded in the mail box eliminating the "dead" message problem. If a system has a lot of users utilizing their cascading message notification feature, you will want to enable this field so the system will not call out to notify a User that there is a dead or blank message for them. Some systems use silence compression to eliminate the blank message problem. Although this method solves the problem, it creates others: specifically chopped or stuttered recordings from people who speak in soft voices. The system does not "hear" them, and therefore clips out what it thinks to be a recorded silence. Whichever way you choose to use this feature, the appropriate system prompt will be automatically loaded and played. 60

65 USER ADMINISTRATION PROMPT AFTER GREETING MESSAGE (ENABLE/DISABLE) This field allows the option to have the system play "Otherwise Press 0 for the operator, or enter 7 for another extension number" after the personal greeting and "Please leave your message after the tone" have been played; but, prior to playing the "beep" signaling callers to start recording their message. This field, in enabled, gives the caller the choice of going to the operator or another extension should they not wish to leave a message; or, they wish to find out if their called party is truly unavailable by dialing another extension or asking the operator. RECORD GREETING (ENABLE/DISABLE) When this field is enabled, and you have set up a new user on the system, they will be forced to record their first personal greeting and spoken name. This is a nice feature when enabled because it forces new users to properly set up their mailbox. When disabled, users have the option to record their greeting and change their passcode if they so choose. 61

66 USER ADMINISTRATION BUSY ON HOLD OPTION (ENABLE/DISABLE) When enabled, users in this COS will have the ability to queue calls up on their extension. Callers reaching an engaged extension will hear (spoken name) "is on the phone, press 1 to hold, 2 to leave a voice mail message, 7 for another extension; or, 0 for the operator". If the caller presses 1 to hold, the system will hold the caller and try that extension after a defined length of time. (This is set in the Program Setup (Screen 2 of 5) under Busy on Hold Duration). If the extension is free, the call will be transferred. If still engaged, the caller will be given the same choices as they were given the first time they were put on hold. Callers who opt to leave a message will hear the user's "Busy Greeting". The drawback to using this feature is that it ties up voice mail ports for each person wishing to hold. It works best with a single intercom appearance on a set. Not a problem for single line sets; however, for others, they may find being restricted to only one appearance unsatisfactory. If you give two appearances, the phone system will not send a busy condition back to the voice mail until both appearances are engaged. This means that only the third caller will get the busy on hold prompt. 62

67 USER ADMINISTRATION Definitions for Class Of Service Page 2 of 4 STRIPPED DOWN MAILBOX (ENABLE/DISABLE) Many installations do not require the features and flexibility the VoiceGate ICS can offer. Often, new users will have problems learning how to use all of the features at their disposal if you allow them access. In these cases, where you have a need for a simple voice store and save install, enable this feature in the COS. With this field enabled, users will only be able to save and delete their messages. They will not be able to change their passcodes and record their first personal greeting; and not have access to any other features. With this field enabled, it does not matter what other features the System Administrator has enabled in this COS, the system will not give users in this COS access to any other voice mail functions. This feature overrides all other commands that may conflict with the Stripped Down Mailbox Feature. In other words, users can not have it both ways: either they get a simple voice store and save mailbox; or, they have to use a combination of all other features in the COS. CALL FORWARD MODE (ENABLE/DISABLE) When this field is enabled it will allow users in this COS to toggle their Call Forward Mode on and off from within their mailbox. 63

68 USER ADMINISTRATION CALL RE-DIRECT MODE (ENABLED/DISABLED) When this field is enabled, users in this COS will be able to re-direct their calls out of the VoiceGate ICS to an external number. The user will have the ability to turn this feature on and off as they desire from within their mailbox. (See the User Guide for instructions on how to send a caller to an external number.) Not all phone systems support this feature; however, if you are using Centrex lines you can use the call conferencing feature of the Centrex lines to send calls to an external number. CALL RE-DIRECT TYPE (PRE/POST) There are two points in the call process that the Voice Mail can re-direct a caller to an external number. By using the Pre-redirect, calls will never ring the called party's extension. Calls coming into the automated attendant and entering the extension number or last name will then be put on hold, the system will dial the external number programmed in message notification phone list five from within the mailbox, and then be conferenced together. Caller and called party may experience audio loss as you will with any conference call; however, if using Centrex, the loss will be minimized. By using the Post Re-direct, calls will ring the physical extension first (this obviously wouldn't happen if the user was set up as a phantom mailbox) and then forwarded into the personal greeting in the called party's mailbox. In the personal greeting, the called party can prompt the caller to press 4 and the system will re-direct the caller. This is a good feature when users are in and out of the office, and when they are out, they have the system re-directing calls to their cell phone. 64

69 USER ADMINISTRATION RECORD ALL CALLS (ENABLE/DISABLE) Also known as call logging. Users with this field enabled in the COS will have all calls to their extension, through the automated attendant, routed to their extension, and then all subsequent conversations after they have picked up recorded and saved as a new message in that user's mailbox for future reference. You may encounter users who want to copy the message file out of the VoiceGate ICS to listen to from another source. There are third party software programs available to convert a ADPCM (analog) or PCM (digital) file to a Wave file to listen to from any off-the-shelf sound card. Please note, as is the case with any conferenced call, both caller and called party will experience audio loss with this feature enabled. It is also important to note that in some countries and or regions, there may be some legal issues surrounding recording conversations. VoiceGate Corporation strongly encourages compliance with any laws regulating the use of this feature; however, VoiceGate has no control over how it is used or mis -used. Furthermore, VoiceGate Corporation accepts no liability whatsoever as a result of the enablement of this feature. LOG IN PASSCODE (ENABLE/DISABLE) With this field enabled, users are forced to enter their passcode whenever they call into pick up their messages. Some users, who are not concerned with message security will ask to have this feature disabled. Make them aware, especially if their phone system supports auto station log-on, that anyone who picks up their personal phone, and dials the voice mail hunt group will automatically have access to their messages and mailbox. 65

70 USER ADMINISTRATION Definitions for Class Of Service Page 2 of 4 CHANGE PASSCODE (ENABLE/DISABLE) With this field enabled, new users on the system are allowed to change their passcode from that of the system default on the first call they make into the system. MSG FORWARD TIME ( MIN) If you have defined the Msg. Forward field as any other extension other than the specific extension of a user in the Add User screen then you have told the system to copy any message in that user's mailbox after a pre-defined period of time. This is the field where you set that time. If you leave it at default (300 Minutes) then any message that resides in a mailbox with "Msg. FWD" defined as other than the user's extension will be copied into the mailbox defined in the "Msg. FWD" field. It is a good idea to inform users that their messages will be copied to another mailbox after a certain period of time to avoid privacy issues. SYSTEM MAILBOX (0-19) There are 20 System Mailboxes. Each system mail box has its own dedicated COS. Each mailbox is linked to a System Distribution List. 66

71 USER ADMINISTRATION Definitions for Class Of Service Page 2 of 4 NAME SEARCH (ENABLE/DISABLE) When enabled allows a user to be found with the search by last name feature. NAME SEARCH TRANSFER (OWN EXTENSION / PERSONAL ASSISTANT) This setting defines where a person will be transferred when a user is found using the search by last name feature. VOICE MAIL BOX (ENABLED/DISABLED) When enabled, it prevents voice mail interaction with an user. 67

72 USER ADMINISTRATION Definitions for Class Of Service Page 2 of 4 BROADCAST MESSAGE (ENABLE/DISABLE) Broadcast Message when enabled allows a user(s) to send a system wide message to all other users on the system. (See User Guide under Send Menu) PERSONAL TREE (ENABLE/DISABLE) Personal Tree when enabled allows a user(s) to use a personal single digit dialling plan to allow callers in their mailbox to press 8 to gain access to a menu of up to 9 single digit choices. These choices allow callers tp be directed towards a custom submenu level ( ), mailbox or an extension. NOTIFICATION RETRY (0-9) When set to 0, the system will retry an unanswered message notification routine indefinitely until the user calls into his/her mailbox to listen to the message. When set to retry from 1-9 times, the system will attempt to notify the user of a new message by the value specified. MESSAGE LAMP CYCLE (1-9) The voice mail system will attempt to turn on or off a message waiting lamp a certain number of times per message. The value inputted here defines the number of message lamp retries the voice mail system will attempt. 68

73 USER ADMINISTRATION HOLD BEFORE TRANSFER (0-60 SECONDS) This feature works in conjunction with optional add-on features such as screen pops and on-site / off-site RF paging. This field defines the length of time the automated attendant will hold a call (in seconds) before transferring the call to the desired extension. During this time on hold, the system will send caller ID information (alpha- numeric) to the on-site / off-site pager or to the VoiceGate server prior to ringing the user s telephone set to notify him/her who is calling. Thus, giving the user some time to screen the caller and prepare to answer or not answer his /her phone. NOTIFY BEFORE TRANSFER (ENABLE / DISABLE) This optional feature, if enabled, allows users to be notified of calls through on-site / off-site pagers prior to calls being transferred to their extension from the automated attendant. The system will hold the call from (0 to 60 seconds) to allow the user time to prepare for the call. Alpha-numeric information, if supported by your trunk lines and phone system, will be displayed on the on-site / off-site pager. This feature allows users the flexibility to receive all their important phone calls when they are away from their desks in large environments or screen calls if they are not available to take the call. (See also Hold Before Transfer) NOTIFY BY (ENABLE / DISABLE) If enabled, the system will automatically a copy of a voice mail message (converted as a wave file) to a user s address defined in Add New User. This feature is only compatible with Microsoft Outlook. Please refer to your Microsoft Outlook manual for set up procedures. 69

74 USER ADMINISTRATION Definitions for Class Of Service Page 3 of 4 CALL FORWARD (HHMM) This feature allows a mailbox to have calls forwarded automatically from the automated attendant to a mailbox or extension by time of day. The time range (Start and End times) is based upon a 24 hour military time format. On Duration If the Call Forward On Duration is selected, all automated attendant calls dialing that user s extension number will automatically ring the mailbox s extension within the programmed time range. Outside this time range, any calls that are made to this extension will automatically be sent to the user s voice mail box and be played their personal greeting to take a message without ringing the user s phone. Off Duration Conversely, if the Call Forward Off Duration is selected, all automated attendant calls dialing that user s extension number will automatically be sent to the user s voice mail box within the programmed time range and be played their personal greeting to take a message without ringing the user s phone. Outside this time range, any calls that are made to this extension will automatically ring the mailbox s extension. SYSTEM DISTRIBUTION LIST 1 (0-19) Entering a System mailbox number in this field will mean that all users in this COS will receive all messages residing in the System Mail Box associated with the number you put in this field. 70

75 USER ADMINISTRATION Definitions for Class Of Service Page 4 of 4 Page 4 of 4 is reserved for future speech recognition use. 71

76 USER ADMINISTRATION To delete a user, Select the User's ID number then Delete. The system will ask: "Do you really want to delete the selected user? (YES/NO) If "Yes" is selected the user will be deleted, and the system will return you to the DELETE USER WINDOW; however, if "No" is selected the system will not delete the user. 72

77 USER ADMINISTRATION The Update User section allows the system administrator to change any setting for each user. To update a user, perform the following: Select Update User from the User Setup Window. Select the User's ID number to update. RESET USER S PASSCODE This function allows the system administrator to change the User's passcode back to the default passcode. There is no way for the System Administrator to find out what the user s passcode is, they just have the ability to switch it back to the default. To change an user s passcode, select Update User in User Setup. Then, enter the User's ID number and select Reset User Passcode from the Update User Window. Shortcut: you can also simply click on this Reset User Passcode icon. 73

78 USER ADMINISTRATION RESET USER This feature allows the system administrator to purge a mailbox. The mailbox will stay valid; however, all messages, greetings, spoken names, pager numbers etc. will be reset as if the mailbox were just set up as a new user. Select the user you wish to reset from the user list. Right click once on the reset icon. Confirm if you really want to reset the user to proceed. 74

79 USER ADMINISTRATION Selecting the List User option will show the system administrator a list of all the users on the voice mail system. The list is sorted by User ID number. Right clicking on a user also provides an easy access menu to user administration functions. 75

80 USER ADMINISTRATION This function allows the system administrator to change the user s passcode back to the default passcode. There is no way for the system administrator to find out what the passcode has been changed to, they just have the ability to switch it back to the default. To change the passcode, using your mouse simply click on the user that you would like to reset and click on the reset passcode icon. The system will ask for a confirmation to change the passcode before changing it back to the default 6 digit passcode (for 2-3 digit User ID lengths) or 4 digit default passcode (for 4 digit User ID length). 76

81 USER ADMINISTRATION To see what users are assigned to a distribution list. Select a system distribution number and, a list of members will appear in the user window. 77

82 SETUP ADMINISTRATION Definitions for Channel Setup General The first screen in the Channel Setup asks you to define what channel you are programming. You enter the number corresponding to the Company Greeting number for ease in administration. The example below is for a four port system. You must define all channels; therefore, you must go to this screen four times and define ports 1, 2, 3 and 4. You will need to tell the system how you want that specific channel answered. This screen defines how each channel, or port, coming into the system will be answered. In a two line or port system you will only have two channels. This section is particularly useful when running multiple tenants in the same system where phone systems do not pass trunk identification information. Thereby, dedicating particular channels/ports for each tenant/ company is required. Only by defining what line belongs to what company, will the system know how to answer predictively by time of day, day of week, and day of year. 78

83 SETUP ADMINISTRATION Definitions for Channel Setup General COMPANY GREETING MESSAGE (1-4) Defines which company or tenant will be answered by this channel. This field is typically used when certain phone systems do not pass trunk ID to the voice mail system or the Trunk Setup is unavailable such as for VoiceGate ICS LITE. Thereby, requiring you to dedicate voice mail ports for each individual company. You can run up to four tenants, or applications, on one platform. (A 12 tenant upgrade is available. That is why there are four Company Greeting messages, not eight if running an eight port system and not two if running a two port system. The Company Greeting message relates only to the tenant number, not the number of lines. VoiceGate ICS LITE is recommended for one tenant only. NUMBER OF RINGS TO ANSWER (1-99) This field allows you to define the number of rings it takes the system to answer both internally and externally. Although you may define 1 ring cycle, the caller may hear 2 or three ring cycles depending on the capabilities and functionality of the phone system. DTMF INTERRUPTION TIME (10MS) The minimum time for DTMF to be present during playback to be considered valid. The longer this interval is set for the better chance the system has of "hearing" tones correctly. However, the system also takes longer to identify tones and react accordingly; therefore, slowing voice mail response time. 79

84 SETUP ADMINISTRATION Definitions for Channel Setup General DTMF EVENT EDGE (LEVEL/EDGE) THIS FIELD WILL APPEAR WITH DIALOGIC INTEGRATIONS ONLY. DTMF signals come to the system in the form of an analog wave. This field defines whether or not the voice mail "listens" to the Leading edge (LEVEL) or Trailing edge (EDGE) of the signal. Setting this field as LEVEL makes the system react faster, but also increases the chance of processing "false" tones. CONNECT EDGE (LEAD/TRAIL) THIS FIELD WILL APPEAR IN DIALOGIC INTEGRATIONS ONLY. The point at which a connect will be returned to the application. Leading Edge (Immediately when a connect is detected.) Trailing Edge (After the end of the salutation.) 80

85 SETUP ADMINISTRATION INTERCEPT MODE FLAG (1-8) THIS FIELD WILL SHOW IN DIALOGIC INTEGRATIONS ONLY. This field enables or disables Frequency Detection and / or Positive Voice Detection (PVD) and; therefore, selects the mode of operation for frequency detection. Codes and functions are as follows: 1 ENABLES FREQUENCY DETECTION 2 DISABLES FREQUENCY DETECTION, PVD & PAMD 3 ENABLES FREQUENCY DETECTION AND RETURN AN INTERCEPT IMMEDIATELY AFTER DETECTING A VALID FREQUENCY. 4 ENABLES PVD 5 ENABLES PVD & FREQUENCY DETECTION 6 ENABLES PVD & FREQUENCY DETECTION AND RETURN AN INTERCEPT IMMEDIATELY AFTER DETECTING A VALID FREQUENCY. 7 ENABLES PAMD & PVD. 8 ENABLES PAMD, PVD & FREQUENCY DETECTION CALL ANALYSIS DELAY (10MS) The delay after dialling has been completed and before starting analysis for Cadence Detection, Frequency Detection, and Positive Voice Detection. 81

86 SETUP ADMINISTRATION Definitions for Channel Setup General RING NO ANSWER TIME (10MS) The time in milliseconds it takes the phone system to detect a ring no answer condition. MAX INTER-RING DELAY (10MS) The maximum time the Voice mail will wait between consecutive ringback signals before deciding that the call has been connected. NO RINGBACK TIMEOUT DELAY (10MS) The maximum length of silence the Voice Mail will detect to determine a no ringback condition. DIAL TONE WAITING TIME (10MS) The maximum length of time the Voice Mail will wait to receive a dial tone. DIAL TONE DURATION (10MS) The length of time a dial tone signal will be continuously present. 82

87 SETUP ADMINISTRATION Definitions for Channel Setup Dial Tone The following fields are made available if the phone system with which you are integrating the Voice Mail should happen to generate unique frequencies in its signalling. These frequencies may not be produced by most popular phone systems. Frequencies you will fill into these tables will be found in the programming manual for your phone system. FREQUENCY OF THE FIRST TONE (HZ) MAX. DEVIATION FROM FREQUENCY 1 (HZ) FREQUENCY OF THE SECOND TONE (HZ) MAX. DEVIATION FROM FREQUENCY 2 (HZ) LENGTH OF TIME THE TONE IS ON (10MS) MAX. DEVIATION FROM ON TIME (10MS) LENGTH OF TIME THE TONE IS OFF (10MS) MAX. DEVIATION FROM OFF TIME (10MS) NO. OF TIMES THE SIGNAL MUST REPEAT 83

88 SETUP ADMINISTRATION Definitions for Channel Setup Busy Tone The following fields are made available if the phone system with which you are integrating the Voice Mail should happen to generate unique frequencies in its signalling. These frequencies may not be produced by most popular phone systems. Frequencies you will fill into these tables will be found in the programming manual for your phone system. FREQUENCY OF THE FIRST TONE (HZ) MAX. DEVIATION FROM FREQUENCY 1 (HZ) FREQUENCY OF THE SECOND TONE (HZ MAX. DEVIATION FROM FREQUENCY 2 (HZ LENGTH OF TIME THE TONE IS ON (10MS) MAX. DEVIATION FROM ON TIME (10MS) LENGTH OF TIME THE TONE IS OFF (10MS) MAX. DEVIATION FROM OFF TIME (10MS) NO. OF TIMES THE SIGNAL MUST REPEAT 84

89 SETUP ADMINISTRATION Definitions for Channel Setup Ringback The following fields are made available if the phone system with which you are integrating the Voice Mail should happen to generate unique frequencies in its signalling. These frequencies may not be produced by most popular phone systems. Frequencies you will fill into these tables will be found in the programming manual for your phone system. MAX. DEVIATION FROM FREQUENCY 1 (HZ) FREQUENCY OF THE SECOND TONE (HZ) MAX. DEVIATION FROM FREQUENCY 2 (HZ) LENGTH OF TIME THE TONE IS ON (10MS) MAX. DEVIATION FROM ON TIME (10MS) LENGTH OF TIME THE TONE IS OFF (10MS) MAX. DEVIATION FROM OFF TIME (10MS) NO. OF TIMES THE SIGNAL MUST REPEAT 85

90 SETUP ADMINISTRATION The next step of the integration process involves setting up daily operational parameters. The Site Analysis Questionnaire on page 10 contains information which will be required. Proceed to Company Setup - Page 1 of 3. The first change should be the company office hours. The hours reflected here are your daytime office hours when an operator is available. The system will be in night operation outside of these hours. 1) Go to Company Setup 2) Company Setup Page 1 Of 3 Company No. allows you to program up to 4 companies / tenants on the same platform. An optional upgrade to 12 tenants is available. Each company can have their automated attendant answered in different ways by hour of day, day of week, and week of year. You will enter company 1-4 in this field. For sophisticated multiple tenanting applications, see also Trunk Setup in Section 28. VoiceGate ICS LITE is recommended for one tenant only. Company Name allows you to customize the name of each company. Just enter it here. 86

91 SETUP ADMINISTRATION The system Office Hours is based on a 24 hour clock (military time). The default daytime hours of operation are from 9:00 AM to 5:00 PM (1700 hours). To change a field, move the mouse to the field you would like changed and select by left clicking once. Clear the current information by using delete or backspace. TIP: When moving the mouse over an area while holding the left mouse button down, it will become highlighted (selected). By typing in this highlighted field, the existing contents are automatically overwritten. During regular office hours your default Operator Day Extension, when enabled, will cover callers who dial zero or do nothing in the main company greeting. Outside the company day office hours, when enabled, the Operator Night Extension will be used. The Night Mail Box when enabled in conjunction with Operator Night field will transfer callers directly to the general delivery mail box without ringing the Operator Night Extension s telephone. This scenario will occur when callers dial zero outside of normal office hours only. 87

92 SETUP ADMINISTRATION The Company Greeting field, when enabled, will play an automated attendant greeting asking callers to dial an extension number or be routed to a custom menu level during company daytime office hours. If this field is disabled, it will refer to the Shift Times on page 3 of the Company Setup. If there is a shift time pre-programmed, the system will play the shift message within the shift start and end times. For any time period outside of the shift time range, the system will revert back and play the regular Company Day / Night Greeting regardless if it is disabled or not. The Night Message, when enabled, will play a night automated attendant greeting outside the company daytime office hours. You may want to enable this message to let customers know that you are closed for the night. When the Night Message is disabled, the system will play the company day greeting around the clock. The Message Notification Line Number is usually the second last voice mail port line number. It is the voice mail port assigned to perform outdial message notification functions to pagers and telephones. The Seasonal Greeting, when enabled, will play a short prompt Seasons greetings in front of the daytime or nighttime Company greetings. The Message Waiting Lamp Line Number is usually the last voice mail port or line number designated to turn on and off message waiting lamps.. 88

93 SETUP ADMINISTRATION Go to Company Setup - Page 2 of 3 by clicking on the Page 2 tab. Busy Hold Message is used in conjunction with the Busy On Hold feature. If enabled and supported by the phone system (i.e. sending a busy signal), callers will hear a message on hold. This message could be an advertisement of the tenant, or company s products or services, etc. Remember to set the Call Transfer Mode in COS to B/NA or BSY. Search By Name allows callers to dial by first or last name if they do not know their party s extension number. Callers must dial a single digit number from the main Company Greeting to access this directory. Once in this directory, they are prompted to dial the first two or three letters of the party s first or last name depending upon which has been programmed. Make sure the single digit selected here does not conflict with the leading digits of extension numbers. TIP: FN 1-9 is the single digit from 1 to 9 that callers press to search by first name. LN 1-9 is the single digit from 1 to 9 that callers press to search by last name. 89

94 SETUP ADMINISTRATION Overhead Page Message refers to the amount of times an overhead page message will repeat consecutively before transferring the call to the appropriate extension. Maximum Personal Assist. defines the number of times a caller can cascade from a mail box to a Personal Assistant in a given company. Calls must be supervised (BNA) for this feature to function properly. Name Confirmation, when enabled, announces the user s spoken name to callers prior to transferring to that extension from the automated attendant. First Voice Mail Port Extension refers to the physical phone system extension number that the First Voice mail Port is connected to. It is very important that this field contains the correct information. The voice mail integration requires this extension number to accurately negotiate information from the phone system. Your voice mail ports must be numbered in consecutive order. Fax On Demand (optional), if enabled, will begin a fax back service on the voice mail system. Refer to section 32 on setting up fax on demand. Fax On Demand Extension refers to the access code that callers press from the main automated attendant to enter the fax on demand library. This feature is an optional. 90

95 SETUP ADMINISTRATION Fax Transfer Extension refers to the physical phone system extension number that the receiving fax machine is connected to. If the system detects fax tone in the automated attendant, it will transfer the call to this extension. Thus, saving the customer from having to dedicate a business line to their fax machine. Language is an optional upgrade allowing the system to play an alternate language. You can have English with French; Spanish or Arabic. This field defines which language users are defined, or set up, in a company / tenant to converse with the system. If defined as English, users will hear all system prompts in English. If French, then users will be prompted in French. Language Key shows up in systems with the optional bi-lingual upgrade. This field defines the number that callers will be prompted to press to switch from one language to another in the main Company Day / Night Greeting. For example: if a caller calls the main number of a bilingual system, they will hear Good Morning, thank you for calling ABC Company. Pour votre service en Francais, veuillez composer le 1 maintenant, for a company directory press 9... Callers who wish to press 1 for French instructions will be switched from the English to the French prompts on the system and will be presented prompts in French from that point on until the system transfers the call. Please make sure that the selection you program does not create a conflict with the first digit of extension numbers and the Custom Directory Ext. number. 91

96 SETUP ADMINISTRATION Non User Transfer, when enabled, allows any number dialed that satisfies the user extension length to be transferred from the automated attendant if a physical extension exists or not. However, please note that when a call is transferred to an extension that does not exist, intermittent problems may occur depending upon the phone system. When this feature is disabled, only users with mail boxes will receive transferred calls from the automated attendant. Non User Transfer Mode allows the system to transfer non user calls under two scenarios. If a blind transfer (BX) is selected, any number dialed that satisfies the user Extension Length field will be considered valid for an unsupervised transfer from the automated attendant. If a busy / no answer scenario (BNA) is selected, any number dialed that satisfies the Extension Length field will be valid for a supervised transfer from the automated attendant. If a busy or no answer condition occurs, the system will send the call to the operator, play the company greeting again, or play a predefined custom submenu level greeting. (See Non User Transfer Return) Non User Transfer Return is the destination the system will send supervised (BNA) non user calls. See Non User Transfer Mode. If a busy or no answer condition occurs, the system will send the call to the operator, to the automated attendant (Company Greeting), or to a predefined custom menu level. 92

97 SETUP ADMINISTRATION Non User Transfer Custom Level is the custom submenu level ( ) that callers will be transferred to if Custom Level is selected in the Non User Transfer Return field. Company Message Timeout is the custom submenu level ( ) that the system will timeout to from the main Company Day / Night Message (automated attendant). A timeout occurs when callers do not make a selection from the automated attendant. This field is an alternative method to transferring calls to the operator on timeouts. When this field is blank, the system will refer to the Operator Day or Night Extension field in Screen 1 Of 3. Custom Directory, when enabled, gives callers the ability to access a custom call routing tree. i.e. Once the caller dials a pre-defined number (the Custom Dir. Ext number) from the main automated attendant, they are directed to one of the branches of the routing tree (Custom Dir. Level) from submenus 801 to 849. Custom Directory Extension is the dialed digit(s) that will route callers to the respective Custom Directory Level. Make sure that the Custom Directory Ext. that you assign does not conflict with the leading digit of your extension numbers. Otherwise, conflicts will occur. Custom Directory Level is the branch of the routing tree (submenus ) that callers will be routed to once a Custom Directory Extension is selected. 93

98 SETUP ADMINISTRATION Holidays is an area that is pre-defined by date (MMDD) to play a special or holiday greeting for a day or range of days. To program a pre-recorded holiday message to play on a particular day or range of days, enter a start date and end date in the Date Range field. Then, select Add to add the Date Range. To play a message for only one day, just enter the same date in the Start date and End date. There are 30 holiday messages that you can pre-program. Note: don t forget to save your changes before you exit out of this Company Setup. 94

99 SETUP ADMINISTRATION Shift Times allow companies to have the system answer with up to three different submenu greetings for the day in conjunction with the company day and night message. Shift Times consist of a Custom Menu Level and a Time Range. Refer to Custom Menu Setup in Section 25 for help on using custom levels. To activate the shift time to play a custom menu level message, the time range must be set using a 24 hour time format. An example of Shift Times is shown below. The shifts are set to play Custom Menu Level hours a day, 7 days a week. Shift 1 has a start time of 0000 hours or 1200 AM. The Custom Menu Message that it is programmed to play is Level 801. The end of the range (shift) must be defined for it to work at all. Therefore, to play custom level 801 for 24 hours a day, we must set the end time to 2359 hours or 11:59pm. If applicable, the weekend times may also be defined. The last step is to disable the Company Greeting field on page 1 of 3. The reason for this is the Company Greeting message when enabled has a higher priority than a shift time. The shift times in our example are set up to answer 24 hours 7 days a week. We must disable the Company Greeting field for this to take place. 95

100 SETUP ADMINISTRATION Another example of Shift Times is shown below. We are set up to start a shift at 1200 hours or 12:00 PM to play Custom Menu Message Level 801. Our end time is 1300 hours or 1:00 PM. In this case, we will want to play the regular company day message / night message when the voice mail system is not in a shift time mode. To accomplish this, disable the Company Greeting field in Company Setup Page 1 Of 3. When the Company Greeting is disabled, the system will refer to the Shift Times and play the appropriate Custom Menu Level message. Any time period outside of 11:59 AM to 1:00 PM Monday to Friday, the system will revert back and play the Company Day and / or Night Messages. Company Setup - Page 1 Of 3 96

101 SETUP ADMINISTRATION In our final example of Shift Times we are incorporating two custom message levels to play during two different shift times over a span of 24 hours 7 days a week. The start time for the first shift time is 0800 hours or 8:00 AM. It will play Custom Message Level 801. The second shift time is set at 1200 hours or 12:00 PM. It will again play Custom Level 801. The third shift time is set to play Custom Level 801 at 1300 hours or 1:00 PM. The fourth or final shift time is set to 1730 hours or 5:30 PM. It will play Custom Level 802. In order for two or more shifts to take place, all four shift times / levels must be used. The second and third shift time in this example is using the same custom level as the first. It could contain a third or fourth custom level if desired. For the shift times to run on a 24 hour basis, we must disable the Company Greeting Message on Page 1 of 3. 97

102 SETUP ADMINISTRATION The Custom Setup Menu allows you to design a custom call routing (CCR) tree with 10 single digit choices by 49 levels down. i.e. each of the 49 submenu levels ( ) allows you the flexibility to offer 10 single digit choices from 0 to 9. It is up to your imagination on how you would like the system to direct your calls. Each single digit selection that you offer callers may go to an extension, a mailbox, or branch down to another submenu level. There is also a time out (TO) field at the bottom of each submenu level. This option is designed to define what happens at the end of a custom level. The end of a custom level is defined as the end of a custom level s recorded message. There are two ways in which the Custom Setup Menu can be programmed. Firstly, it can be a submenu off of the main automated attendant where it works in conjunction with the Company Setup. It is activated by the Custom Directory Extension field that has been selected by the caller to go to a destination of single or multiple choices.. On the other hand, you can program the system to answer with the Custom Setup menu as your main Company Day/ Night message by disabling the Company Greeting message. For the purpose of this document, we will explain how to use the Custom Setup by leading you through a series of commonly used examples. 98

103 SETUP ADMINISTRATION EXAMPLE 1: SETTING UP A DEPARTMENTAL DIRECTORY AS A SUBMENU Company Greeting: Thank you for calling ABC Company. If you know your party s extension number please dial it now. For a departmental directory, press 9; or please hold for an operator. Company Setup - Page 2 of 3 Record in Custom Menu 801 (See Record Custom Menu Message in Section 11) For Sales press 1, for Service press 2, for Administration press 3, or please hold for an operator Let s assume, Sales = Ext 235, Service = Ext 260, Administration = Ext 225, Operator = Ext 221 TO = Timeout. It occurs when a submenu message is finished playing and a selection has not been made. The system can timeout to an extension, mailbox, submenu, or back to the main automated attendant (Level = 851) 99

104 SETUP ADMINISTRATION EXAMPLE 2: SETTING UP A DEPARTMENTAL DIRECTORY IN YOUR MAIN AUTOMATED ATTENDANT Company Greeting: Thank you for calling ABC Company. If you know your party s extension number, please enter it now. For Sales press 4, for Service press 5, for Administration press 6, or please hold for an operator. Company Setup - Page 2 of 3 In order to timeout directly to a particular destination, you must record a small gap (i.e. 1-2 second blank message) for each submenu in this example. For instance, when a caller selects 4, it will go to Submenu 801 which will timeout after the blank message to Ext (See Record Custom Menu Message in Section 11) NOTE: Please make sure the single digit number that you assign for Custom Dir. Ext. does not conflict with the first digit of your extension numbers. i.e. we have assumed extensions are valid for this example. 100

105 SETUP ADMINISTRATION EXAMPLE 3: ANSWERING WITH THE CUSTOM SETUP MENU UP FRONT SUBMENU 801: Thank you for calling ABC Company. If you know your party s extension number, please press 1. For Sales press 2, for Service press 3, for Administration press 4, or please hold for an operator. This scenario utilizes the shifts in Company Setup whereby you can have single digit dialing without having to worry about conflicts. In our example, 851 is the code to loop callers out of the submenu and back to the main automated attendant to dial an extension number. 0 - Operator (Ext. 221) 1 - Automated Attendant (Level 851) 2 - Sales (Ext. 235) 3 - Service (Ext. 260) 4 - Administration (Ext. 225) TO - Timeout (Ext. 221) Timeout is the destination where the system transfer the calls to after the submenu message is finished playing. It can be transferred to an extension, mailbox, another submenu, or the same submenu. 101

106 SETUP ADMINISTRATION EXAMPLE 3: ANSWERING WITH THE CUSTOM SETUP MENU UP FRONT In order to answer with Submenu 801 up front, the following fields must be programmed. First of all, the Company Greeting field must be disabled. When the Company Greeting field is disabled, it tells the system to refer to the Shift Times in Company Setup (Page 3 of 3). It will play the submenu messages based upon the time ranges programmed. Any time range that is not filled, the system is designed to revert back to the Company Day / Night Greeting. Secondly, enter the Start and End times of your shifts. i.e. when you want the submenu message to begin and end playing. In our example, we are playing the shifts for 24 hours a day 7 days a week. 102

107 SETUP ADMINISTRATION The Program Setup allows you to define codes unique to your PBX or key system. This section provides flexibility to ensure "tight" integration between your voice mail and telephone system. Definitions for Program Setup Page 1 of 3 USER ID NUMBER (2-4 DIGITS) This field allows you to define the length of your user identification numbers. The longer the number, the greater the system security. The User Id Number is the length of the string of digits the automated attendant will accept in your particular application. You usually will set the User Id Number the same as the User Extension number for ease in administration. 103

108 SETUP ADMINISTRATION Definitions for Program Setup Page 1 of 3 USER EXTENSION (2-4 DIGITS) This field defines the extension number length you have set up on the phone system. If you have your phone system set to 2 digits and this field set to 3 digits, callers will experience delays when entering the two digit extension when using the automated attendant. This is because the system will timeout looking for the third digit: make sure that this field matches the length of digits defined in the phone system program. If you don't, callers and users alike will experience delays. SYSTEM OUTDIALING NUMBER The System Outdialing Number is the access code used by the phone system to access the public network. FAX OUTDIALING NUMBER The Fax Outdialing Number is the access code, if any, used by the system to access the public network. Applicable to systems with fax on demand upgrades only. 104

109 SETUP ADMINISTRATION CALL TRANSFER DIAL CODE The Call Transfer Dial Code is the string of values needed to transfer a call to an extension. These characters perform the following:, (COMMA) This programs a pause during the dialling sequence. The length of the pause must be defined as the "Dialout Pause Time" in the "System Setup"in Section 27. You may define this interval between 1 and 999; or, 10 Milliseconds and 9.99 seconds. X (UPPERCASE X) The voice mail will recognize this "X" as a short form for extension number. For example:,,&x. (Pause, Pause, Hook Flash, Extension YYY). The voice mail will automatically translate the "X" into the appropriate extension number. & (AMPERSAND) Most telephone systems will recognize "&" as a short form for a Hook Flash signal. (ESC BUTTON) (ATPERSAT) This "@ sign" is displayed on the screen when "Esc" is pressed. It is a code used only for Dialogic digital integrations. It is used as part of the code to turn the message waiting lamps on and off; call hold and retrieve codes; and overhead page dial codes. 105

110 SETUP ADMINISTRATION CALL BUSY/NO ANS DIAL CODE This is the code that some telephone systems require to take a caller who has been placed on hold, off of hold, so we can use the busy or no answer greeting, overhead page etc. The voice mail must be able to place callers on and off hold in order to make use of some of its higher voice mail functions. CALL CONNECT DIAL CODE Some telephone systems need to receive a code telling them that a called party has picked up in order to complete a transfer. In most integrations, this feature is not necessary. CALL DISCONNECT DIAL CODE Some telephone systems are able to pass a definable disconnect tone when internal or external calls hang up. This alpha numeric field can be up to five characters long. If the phone system provides such a code it will enable the voice mail system to know exactly when a caller has hung up and disconnect the port. CALL HOLD DIAL CODE Input the telephone system's call hold dial code in this field when you wish to use the overhead page; or, busy on hold feature. When the correct code is entered in this field, it allows the voice mail to hold the caller while it is performing higher voice mail functions. 106

111 SETUP ADMINISTRATION Definitions for Program Setup Page 1 of 3 CALL RETRIEVE DIAL CODE This field is also used to perform the overhead page. It tells the voice mail what DTMF string to send to the KSU to retrieve the caller before transferring them to the appropriate extension. CALL SCREENING DIAL CODE Input a hook flash and a pause in this field to put the caller on hold while the voice mail dials the user's extension and asks them if they would like to speak to the calling party. BUSY RETURN DIAL CODE This is the code the phone system sends when a set is busy. Leave this field blank for most integrations. REORDER DIAL CODE This is the code the phone system sends when a reorder occurs. Leave this field blank for most integrations. 107

112 SETUP ADMINISTRATION Definitions for Program Setup Page 1 of 3 BUSY ON HOLD DURATION This determines the duration a caller will wait on hold for a specific extension before being given the choice of holding for another period or leaving a voice mail message. PAGE ON HOLD DURATION This tells the system how long to hold a caller, after playing the overhead page, before transferring to the physical extension. 108

113 SETUP ADMINISTRATION Definitions for Program Setup Page 1 of 3 MESSAGE WAITING LAMP ON DIAL CODE The Message Waiting Lamp On Dial Code is the string of values needed to turn on the user's telephone message lamp. As each manufacturer uses different codes to perform this task, you will need to input the code specific to the system you are integrating with. It is very likely that you will use the following symbols in conjunction with a digit string to turn the lamp on. (and off). These codes, specific to your phone system should already be pre-loaded; however, should you have difficulty, refer to the system administrator's manual for your phone system. These characters perform the following:, (COMMA) This programs a pause during the dialling sequence. The length of the pause must be defined as the "Dialout Pause Time" in the "System Setup" section. You may define this interval between 1 and 999; or, 10 Milliseconds and 9.99 seconds. X (UPPER CASE X) The voice mail will recognize this "X" as a short form for extension number. The voice mail will automatically translate the "X" into the appropriate extension number. & (AMPERSAND) Most telephone systems will recognize "&" as a short form for a Hook Flash. 109

114 SETUP ADMINISTRATION Definitions for Program Setup Page 1 of 3 MESSAGE WAITING LAMP ON DIAL CODE (Cont d) (ESC BUTTON) (ATPERSAT) This "@ sign" is displayed on the screen when "Esc" is pressed. It is a code used only for Dialogic digital integrations. It is used as part of the code to turn the message waiting lamps on and off. CALL REDIRECT MODE (HOLD OR RELEASE) If your phone system has the ability to perform a three way conference call without having to have an internal extension engaged in the conference use Release otherwise, the system must Hold the call. 110

115 SETUP ADMINISTRATION MESSAGE WAITING LAMP OFF DIAL CODE The string of values needed to turn off the user's telephone message lamp. The codes to turn a lamp off have the same functionality as to turn a lamp on. You will just need to input the appropriate coding sequence to turn the lamps off. These codes may be different than used in turning lamps on. These characters perform the following:, (COMMA) This programs a pause during the dialling sequence. The length of the pause must be defined as the "Dialout Pause Time" in the "System Setup" in Section 27. You may define this interval between 1 and 999; or, 10 Milliseconds and 9.99 seconds. X (UPPER CASE X) The voice mail will recognize this "X" as a short form for extension number. The voice mail will automatically translate the "X" into the appropriate extension number. & (AMPERSAND) Most telephone systems will recognize "&" as a short form for a Hook Flash. (ESC BUTTON) (ATPERSAT) This "@ sign" is displayed on the screen when "Esc" is pressed. It is a code used only for Dialogic digital integrations. It is used as part of the code to turn the message waiting lamps on and off. 111

116 SETUP ADMINISTRATION Definitions for Program Setup Page 2 of 3 REDIRECT TRANSFER DIAL CODE This is the code the system must use to seize another outside line to perform the external call redirect (three way conference). REDIRECT BUSY/NO ANSWER DIAL CODE The system code used to bring the call back (to put it into voice mail) in the event a busy or no answer is detected. REDIRECT CONNECT DIAL CODE This is the phone system's code used to connect a conference when it detects an answer at the third party in the conference. 112

117 SETUP ADMINISTRATION Definitions for Program Setup Page 2 of 3 MODEM LINE NUMBER This is the voice mail port if configured, to run in parallel with a modem to answer for remote administration. CALL CONNECT MESSAGE If you have set the voice mail to hold calls, ie: Busy No Answer, it is a good idea to enable this feature. When the voice mail holds calls and then transfers them to an extension, it "listens" for the called party to say "hello"; or, any other noise for that matter. Once it detects noise, it will proceed to connect.the call. During this connection time, the User will encounter a second or so of silence if you have not enabled the Call Connect Message.When this is not enabled, Users find they say "hello" twice. Once to activate the call transfer, and once during the connection silence as they are not sure that there is a call on the line for them. This feature stops Users from complaining about having to say hello twice. 113

118 SETUP ADMINISTRATION Definitions for Program Setup Page 2 of 3 SYSTEM POWER DOWN DAY (MONDAY-SUNDAY) This field defines what day of the week you wish the system to take itself off-line to perform housekeeping and maintenance routines. SYSTEM POWER DOWN TIME ( HOURS) This is the time of day you wish to have the system power itself off-line to do regular routines such as backing up the hard drive. MAX NON SILENCE DURING PLAY: (SECONDS) The maximum amount of tone or noise the system will accept when a message is playing before it disconnects. 114

119 SETUP ADMINISTRATION Definitions for Program Setup Page 2 of 3 MAX NON SILENCE DURING RECORD: (SECONDS) The maximum amount of tone or noise the system will accept when a message is recording before it disconnects. It is the detection of noise in this field that sometimes makes the system disconnect cellular calls; or, calls made in hands free mode when the transmission has a lot of noise in the background. MAX SILENCE DURING RECORD: (SECONDS) The maximum amount of silence the system will need to detect, in record mode, before the system disconnects. While the majority of phone systems support disconnect supervision, some still do not. With integrations onto phone systems that do not support disconnect supervision, sometimes it may help to set this field to 4; therefore, the maximum length of "dead" air recorded in messages will be 4 seconds. MAX ENTRY ERROR RETRY The maximum number of times the system will allow callers or Users to make a mistake in entering digits before disconnecting them. By setting this field to a lower value, you will increase system security, giving "hackers" less chances to break into the system. 115

120 SETUP ADMINISTRATION Definitions for Program Setup Page 2 of 3 MAX TIMEOUT RETRY The maximum number of times the system will cycle waiting to get a DTMF tone (timeout) prior to disconnecting the caller. In phone systems or areas where the Central Office does not support disconnect supervision, you should set this field to 1. This way, if callers hang up, the system will only give one try (timeout) before disconnecting the port, rather than three. FAX DETECTION (DISABLED OR ENABLED) Some telephone systems produce CNG-like tones as part of their call forward and transfer sequences. In such instances, fax detection is not supported and you will need to disable this field. This will eliminate the possibility of calls being transferred in error to the fax extension because the voice mail is detecting fax tones generated by the phone system and not an inbound call sending a CNG tone. 116

121 SETUP ADMINISTRATION Definitions for Program Setup Page 2 of 3 DIAL TONE DETECTION (DISABLED OR ENABLED) This field is used to enable the system to detect dial tone prior to sending message waiting on and off codes. When disabled, the system will send out these codes without checking if the message waiting port is giving back dial tone; therefore, there is a chance the system will encounter "call collision" or "glare". This occurs when a call comes into the message waiting port the exact time the voice mail goes off hook to send the codes out. Callers will hear the string of DTMF and they will be processed through the system; however, the DTMF they heard never reached the set it was targeted to turn the lamp on or off. This causes intermittent message waiting lamps. Do not enable this field on Mitel or SL1 integrations. You may wish to enable it when you receive complaints of intermittent lamps. PBXPERT TONE TABLE (DISABLED OR ENABLED) This tabled is created with the PBXpert program. When Enabled the voic system will use this table as its reference to Dial Tone, Single Busy Tone, Single Ringback, Disconnect Tone, Double Busy Tone, Double Ringback. When Disabled the voice mail system will use the data present in each field respectively. 117

122 SETUP ADMINISTRATION Definitions for Program Setup Page 2 of 3 SMDI (DISABLED OR ENABLED) For Toshiba integrations only. When enabled, the voice mail system will integrate if equipped with a Toshiba phone system using an SMDI port. When disabled, the voice mail system will integrate only with DTMF signaling. FIRST DIGIT DELAY (1-4 Seconds) First Digit Delay is the duration (definable in seconds) the system will wait to accept any subsequent digits. If this duration expires, the system assumes callers have finished entering their selection and transfers the call appropriately. For example, when a caller presses a single digit, there will be a delay following the entry. During this delay, callers have the option of entering the rest of the extension number. If no further digits are received, the system will accept the entry and transfer the call. Thus, giving callers the flexibility to dial single digit selections or extension numbers in the automated attendant, custom menu levels ( ), and personal greeting messages without having to worry about conflicts between single digit selections and the first digit of mailbox extension numbers. 118

123 SETUP ADMINISTRATION Definitions for Program Setup Page 3 of 3 This last page of the Program Setup is used for certain phone systems. These tables are pre-set to recognize the connect and disconnect tones that certain phone systems generate; however, you may need to change some of the parameters in the field: these screens facilitate this. CONNECT TONE DEFAULT Frequency Of The First Tone (Hz) : 697 Max. Deviation From Freq 1 (Hz) : 50 Frequency Of The Second Tone (Hz): 1633 Max. Deviation From Freq 2 (Hz) : 50 The Tone On Time (10ms) : 0 Max. Deviation From On Time(10ms): 0 The Tone Off Time (10ms) : 0 Max. Deviation From Off Time(10ms): 0 # Of Times The Signal Must Repeat: 0 DISCONNECT TONE DEFAULT Frequency Of The First Tone (Hz) : 9999 Max. Deviation From Freq 1 (Hz) : 0 Frequency Of The Second Tone(Hz): 9999 Max Deviation From Freq 2 (Hz) : 0 The Tone On Time (10ms) : Max. Deviation From On Time(10ms): 0 The Tone Off Time (10ms) : 9999 Max. Deviation From Off Time(10ms): 0 # Of Times The Signal Must Repeat:

124 SYSTEM ADMINISTRATION Definitions for System Setup The System Setup screen allows you to "tweak" the timing parameters of the voice mail to better tune it with your telephone system. FLASH ON-HOOK TIME (&) (10MS) The Flash On-Hook Time specifies the on-hook period as a hook flash when encountering an ampersand (&) in the dialling sequence. In other words, this field defines the "&" value for your system integration. DIAL OUT PAUSE TIME (,) (10MS) The Dial out Pause Time specifies the length of the pause when a comma (,) is entered in the dialling sequence. 120

125 SYSTEM ADMINISTRATION Definitions for System Setup DTMF INTERDIGIT DELAY (10MS) The DTMF Interdigit Delay is the amount of time the system should wait between touch tones when dialling. DIALOUT DTMF DURATION (10MS) The Dialout DTMF Duration is the amount of time the system should sound a DTMF tone. OFF HOOK DELAY (10MS) The Off Hook Delay is the time delay that occurs after executing a channel off-hook. RING ON TIME (10MS) The minimum ring voltage on duration for an incoming ring. RING OFF TIME (10MS) The minimum ring voltage off duration for an incoming ring. 121

126 SETUP ADMINISTRATION This section defines how to install and set up trunk to port supervision for tenanting applications. Not available for all phone systems. TRUNK SETUP This feature (provided the phone system passes trunk line ID) allows you to run multiple tenants or applications without dedicating ports on the voice mail system to each task or application. The trunk line identification (ID) is passed by the phone system to the voice mail, prior to actually passing the call. This information tells the voice mail system which trunk the call came in on. Because the voice mail system has been passed this trunk line ID, you will be able to define in this section how the system is to process each call, depending on what trunk line ID it receives prior to receiving the actual call. This column simply identifies the item number. This column defines the signal the KSU sends to the VIP4000 telling it what physical trunk sent the call. This column defines what Company Greeting will be played when that particular trunk ID has been received. 122

127 SETUP ADMINISTRATION This section appears only when an optional Fax on Demand upgrade is purchased for the VoiceGate ICS. Please contact VoiceGate s technical support team for help with your integration. 123

128 SETUP ADMINISTRATION This screen is designed only for Norstar integrations utilizing DID lines. More specifically, when a DID line rings an extension while the user is on the phone, the Norstar KSU would pass target line information instead of the normal follow along station ID. The outcome is that the caller hears the automated attendant instead of the mailbox personal greeting. To compensate for this unique scenario, just assign each target number to the associated extension (DN) that it belongs to. Input the target line information in the Target No. field and the extension number in the DN field. When you are done, press Enter or click on the save icon to save. 124

129 OTHER ADMINISTRATION To change the system date, just click on the Change System Date box and fill in the appropriate fields by following the format in parenthesis. When completed, click on the Change Date / Time icon to save. To change the system time, just click on the Change System Time box and fill in the appropriate fields by following the military time format in parenthesis. When completed, click on the Change Date / Time icon to save. 125

130 OTHER ADMINISTRATION In many installations, the same Company Day/ Night Greeting will be played each and every day of the week. To save recording the same Company Day/ Night Greeting seven times (one for each day of the week), use this utility to have the system copy and save the Company Day/ Night Greeting you have recorded to the speech files for the remainder of the week. Should you wish to copy one recorded Company Day/ Night Greeting to be played from Monday to Friday, and have weekend Company Day/ Night Greetings play on Saturday and Sunday, this utility gives you the flexibility to copy to all; or, any combination you desire. NOTE: If a company/ tenant's business is closed on the weekend and you would like to have the Company Night Message played all day instead of the Company Day Message, simply input the company start time as 0000 and end time as 0000 for Day 0 (Sunday) and Day 6 (Saturday) on Company Setup - 1 Of 4. Company Number ( 1-4 ) In this field, you define which tenant's Company Day/Night Greetings you are copying. 126

131 OTHER ADMINISTRATION Company No: Enter Company 1-4. ICS LITE supports only 1 tenant. Message Type: Select the type of greeting you are copying. Day or Night. Copy from Day Of Week: This field defines Day Of Week's Greeting you have already recorded and would like to copy to another day(s) of the week. Copy to Day Of Week: This field defines the Day(s) Of Week where you wish to copy the Greeting you have already recorded. (See Dial Up Administration for instructions on how to record Company Day or Night Greetings). Select the days you wish to have your message copied to. 127

132 OTHER ADMINISTRATION Just like in the previous section where you can copy company greeting messages to different days of the week, the same concept applies here. You can copy from one holiday message up to 30 holiday message numbers (slots). Thereby, saving you the inconvenience of recording the same message over and over again if you are playing the same message in different holiday ranges. See Company Setup - Page 3 of 3. To copy your holiday messages, just input the holiday message number that you have recorded in the Copy Message From Holiday Message field. Then, select the holiday message number(s) that you would like this message to be copied to in the Copy Message To Holiday Message field. Once satisfied, click on the Copy Messages icon to perform this function. 128

133 OTHER ADMINISTRATION The Secondary System Passcode allows the installer the flexibility to limit the office system administrator from making system programming changes but allowing him/her to make basic administrative changes. i.e. allowing access to the User, Other, and View Administration sections only and Dial Up Administration. If the Secondary System Passcode is lost or forgotten, just click Yes in this field and the system will change the Secondary System Passcode back to the default passcode. (999999). 129

134 OTHER ADMINISTRATION Definitions for Line Control Select the line(s) / voice mail ports that you wish to control. Select the type of control. BUSY ENABLE OFF-LINE After selecting the control option, click OK and the system will execute the control of the line. 130

135 VIEW ADMINISTRATION The User Statistics screen allows the system administrator to get a daily or monthly statistical report of the activities of each user. This is a display screen only. You will need to tell the system if you require daily or monthly statistics. Then enter the date and the user ID that you wish to view. 131

136 VIEW ADMINISTRATION Daily Report The system will display the daily activity of the user using a 24 hour format while providing a daily total at the bottom of the screen. Definition of each field is as follows: Calls Access Messages Length The number of times callers have entered the user s extension number when calling in through the automated attendant. The number of times an user has called and accessed their mailbox by entering their passcode. The number of messages left by callers in that User s mailbox. The total length of time of all messages in that User s mailbox. Current New The total number of new messages currently in that User s mailbox. Current Old The total number of old messages currently in that User s mailbox. 132

137 VIEW ADMINISTRATION Monthly Report This screen provides you with the monthly breakdown of the user s daily mailbox activities. 133

138 VIEW ADMINISTRATION The User Information screen shows the system administrator information about each user and how they have been set up. This is an information display screen and cannot be modified. Program changes must be made in the administrative portion of the program. view. Simply, access the User Information screen and double click on the user you would like to 134

139 VIEW ADMINISTRATION This is the screen that you will be presented with. Definition of each field is as follows: User Name User ID Extension This field shows the First and Last Name of the user. The User ID is the user s mailbox number. The Extension number is the user s physical extension number. Greeting Message No. The personal greeting number in this field is assigned by the system when the user is added to the voice mail system. The number cannot be changed. Spoken Name Msg. No. The spoken name number in this field is assigned by the system when the user is added to the voice mail system. The number cannot be changed. Call Forward Mode The Call Forward Mode can be either ON or OFF and is controlled by the user. If it is turned ON, callers will be transferred to the user s phone from the automated attendant. If it is turned OFF, callers will be transferred to the user s mailbox personal greeting from the automated attendant. 135

140 VIEW ADMINISTRATION Definition of each field is as follows: Call Redirect Mode The Call Redirect Mode allows the user to redirect live calls to an external phone number from the automated attendant or from his/her mailbox. Status can be either ON or OFF. This is controlled by the user. If it is turned ON, callers will be transferred to an external number as defined in message notification phone list #5 of the User s mailbox. If it is turned OFF, it tells the system to transfer calls back to the physical extension and not to the external phone number. Overhead Page Personal Assistant Overhead Page can be turned ON and OFF. If the page is ON, the system will page and play the Overhead Page Message, prior to transferring the caller to the physical extension (if pre-page is assigned in COS Setup); or after the caller pressed 3 in the User s mailbox (if post-page is assigned in COS Setup). The Personal Assistant is the extension number that the system will transfer calls to if callers press 0 in an User s mailbox. The Personal Assistant is someone who can better field calls and questions about the mailbox owner s activities or whereabouts than the company s operator. 136

141 VIEW ADMINISTRATION Personal TreeThe Personal Tree is a custom call routing tree within a mailbox. You can preprogram up to 9 choices to route calls to an extension, mailbox, or to a Custom Menu Level (Level ). To activate this Personal Tree, you must press 8 plus the single digit number (1-9) that you have set up. Distribution List The Distribution List number displayed represents the Distribution List number that the user has set up in their mailbox. Message NotificationThe Message Notification function will stop calling out when the User calls in and saves or deletes the message. D (Time Delay) - represents the amount of time (0-60 seconds) the system will delay sending the mailbox User ID number for pagers. The delay applies to telephone numbers connected to pagers, answering machines, or any device that answers the telephone line with a message. W (Waiting Time) - represents the amount of time (1-60 minutes) the system will wait for the User to call in to check his messages. If the waiting time is exceeded, the system will cascade and dial the next number in the phone list or retry that number again. If 0 minutes is entered, the system will page only once. Time Range - represents the time range the system will notify the User of a new message. 137

142 VIEW ADMINISTRATION The System Information section provides the system administrator with a breakdown of the system s storage capacity. Definitions of each field is as follows: SOFTWARE VERSION This field will display the system s current software release followed by the number of voice mail ports in brackets. 138

143 VIEW ADMINISTRATION SOFTWARE KEY NUMBER This is the software key / dongle number that is plugged into LPT1. This key must be plugged into the system at all times. Please reference this number for any support related inquiries. TOTAL NUMBER OF USERS The number shown indicates the total number of users programmed in the system. TOTAL NUMBER OF MESSAGES The combined amount of new and old messages currently residing on the system. TOTAL NUMBER OF NEW MESSAGES This field is defined as any message that has been received by the system. This is the total number of messages, unsaved, from internal or external users. TOTAL NUMBER OF OLD MESSAGES The total number of messages that have been reviewed and saved. 139

144 VIEW ADMINISTRATION TOTAL NUMBER OF INTERNAL MESSAGES An internal message is defined as any message that is sent, redirected or replied to, either internally or externally. This field defines the total number of these messages then resident on the system. TOTAL NUMBER OF OUTSIDE MESSAGES Outside Messages are defined as messages recorded where the personal greeting was played prior to leaving the message. This field defines the total number of these messages then resident on the system. TOTAL HARD DRIVE SPACE The size of the hard drive (formatted) in the system. TOTAL AVAILABLE HARD DRIVE SPACE The amount of space (MB) remaining in hard drive. 140

145 VIEW ADMINISTRATION TOTAL SPACE USED BY SYS PROMPTS The total amount of space used in the hard drive to store the system voice prompts. TOTAL BYTES SPACE USED BY USERS MSG The total amount of Bytes used to store all the old and new messages. TOTAL SPACE USED BY GREETING MSG The total Bytes (hard drive space) used to store all the first, second, busy and spoken name greetings. TOTAL SPACE USED BY PROGRAMS/DATA The total amount of hard drive space used to store the automated attendant, voice mail program, and database. TOTAL MEMORY (RAM) Total memory in the computer. 141

146 VIEW ADMINISTRATION TOTAL AVAILABLE MEMORY (RAM) The total memory remaining in the computer. TOTAL LIST ITEMS USED Total number of words currently allocated for speech recognition. (Optional) 142

147 VIEW ADMINISTRATION This screen will show the system call activity for each voice mail port. Just enter the date that you wish to have the call statistics for and click on the Display Daily Report icon to view. Definitions are as follows: Line Rotary Early HgUp Total Voice mail port number. The total calls received in which the caller never entered any touchtones. Early Hangup calls occur when a caller did not hang up in an orderly exit. In other words, they did not hang up by pressing 9 from a particular menu or their call was ended because they made too many consecutive errors or timed out. The number of times the system (VM/AA) answered the port. 143

148 VIEW ADMINISTRATION Mailbox Display is a view only screen. It displays the total number of new and saved messages currently in each mailbox on the system. The fields and data displayed will not be updated until you exit and re-access this screen. 144

149 VIEW ADMINISTRATION You can watch your voice mail lines / ports in real-time with the Line Status Window. If a voice prompt or message is being played. You will see the message number in the line display. By clicking on a line you can access Line Control. See Section

150 VIEW ADMINISTRATION Definitions for Message Waiting Lamp Status The Message Waiting Lamp Status window captures all message lamp routines. It is a useful tool in troubleshooting a voice mail integration. It will show on/off routines that have been attempted. There is also a last 20 record history. This is helpful if a message waiting lamp routine statement occurred when no one was there to see it. 146

151 VIEW ADMINISTRATION The Pager Notification Status window captures all pager notification routines. It is a useful tool in trouble-shooting a voice mail integration with pager notification. It will show pager numbers that have been attempted. There is also a last 20 record history. This is helpful if a pager notification routine occurred when no one was there to see it. 147