CHAPTER 1 INSTALLATION & TRAINING IN THIS CHAPTER:

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1 CHAPTER 1 INSTALLATION & TRAINING IN THIS CHAPTER: Site Location Requirements Check here for the minimum environmental standards that must be met when selecting the location for the VMS. Electrical Requirements Check here for the minimum electrical requirements that must be met in supplying power to the VMS. Installation Procedure Follow this simple step-by-step guide to install the VMS. PMS Integration Look here for details on integrating with a PMS, from connecting to (and testing) the serial port to configuring the VMS with the appropriate PMS integration and the appropriate serial port settings. Re-record Prompts Look here for a list of key hospitality-related prompts including file names, ID numbers and default scripts and details on how to install professionally recorded voice prompts from a 3 ½ diskette. Integration Notes Look in this section for information on integration notes. Actual integration notes for Mitel SX50, SX100, SX200, Hitachi HCX, and Avaya PARTNER, MAGIX and Definity switches may be found in the appendix near the back of this manual. Additional integration notes are available at Quick Start Follow this simple step-by-step guide to quickly setup a basic voice mail application. End-User Training

2 Installation & Training Page 1-2 Site Preparation Hospitality applications raise at least two considerations: whether the front desk clerks are to have access to the screen-and-keyboard interface and whether the system is to integrate with a PMS (property management system). The answers to these two questions will likely impact the decision of where to physically locate the VMS unit. Although these issues are site-specific in nature, and thus beyond the scope of this document, it is important that they be adequately addressed prior to installation due to the limited length of keyboard and monitor cables as well as the possible need to create a custom-length serial cable for PMS integration. Serial cable issues are discussed in further detail in the PMS Integration section. In order to prevent damage to the VMS hardware, the system should be located in an area that provides adequate airflow and is free of dust and toxic fumes. The VMS should also be isolated from sources of EMI/RFI emissions (such as speakers or elevators), which could damage the system or corrupt data on the hard drive. Other operating requirements are: ITEM RANGE Humidity 8% to 80% Temperature 50 F to 95 F Electrical Power Requirements The VMS requires a dedicated, unswitched grounded duplex outlet at 115 Volts AC, 60 Hz. Power consumption is 150W (VSE) or 300W (PAL). This outlet should have an isolated ground. Other consumptive devices such as appliances or electric motors should not be on this same circuit. Install commercially available transient voltage surge suppression (TVSS) to protect the computer against power-line failures and fluctuations. The TVSS should filter EMI/RFI emissions and protect in both normal and common modes. Power disturbances, such as surges, drops in line voltage and noise can cause equipment failures. DuVoice recommends using an uninterruptible power supply (UPS) to prevent power disturbances. Typically, power failures do not last longer than a couple of minutes and a UPS with a backup time of a few minutes is usually sufficient. If outages of a longer term are common, choose a system that will provide adequate protection. Do not plug any other device into the same UPS as the VMS. Telephone Company Requirements The VMS may be connected directly to central office (CO) lines, as in the case of Centrex. It may be necessary to notify the local telephone company that an FCC-registered device will be connected to the telephone line.

3 Installation & Training Page 1-3 Telephone Company Requirements (continued) The telephone company may require the following information: The telephone number of the telephone line(s) connected to the VMS voice card(s) The type of connector the VMS uses: 2 port card = 1 USOC-RJ14 modular jack. 4 port card = 2 USOC-RJ14 modular jacks. FCC registration number Dialogic DSP line cards = EBZUSA VM-E. Brooktrout DSP line cards = 1A9USA VM-E Ringer Equivalence 2 port card =.9B 4 port card =.9B Accessories Ensure the following accessories are included with the VMS: ITEM Qty Power cord 1 Telephone line cord(s) varies* System Reference Guide 1 User guides PMS Cable Backup & Emergency Utility Diskettes 5/port Optional 1/ea * 1 line cord per every 2 ports + 1 for the Modem Connection to Telephone Lines The VMS connects to analog Central Office lines or the station ports on a telephone system using a single RJ-14 jack for a 2-port voice card or two RJ-14 jacks for a 4-port voice card. Each port represents a different extension number, with extensions typically set up in a hunt group. The VMS emulates single-line (2500 type) telephone sets in most installations. In others such as Mitel COV, the VMS emulates proprietary telephone sets. Features and capabilities available to these types of telephone sets from the telephone system can be used by the VMS to answer calls, transfer calls, etc. Some telephone systems are also capable of inband voice mail integrations; i.e., they provide special features to extensions that are flagged in programming as voice mail ports. When these ports are accessed, the switch generates DTMF codes that are used by the voice mail software.

4 Installation & Training Page 1-4 Connection to Telephone Lines (continued) Switch (PBX) Phones Main Phone Lines The VMS attaches to the switch with standard RJ-14 line cords. VMS Unit Use any telephone to program the system settings. Select the Switch - # of Digits in Mailbox - MWI On/Off Codes - Operator Code - Set AutoAttendant - Set Transfers Message Length Options Message Purging Outdialing Ports Installation Procedure Figure 1-1: Installation and Configuration Overview 1. Insert the telephone line cord(s) into the back of the unit. If only 1 line cord is used, make sure that an extension is plugged into port 4 (i.e., the last port); this port is used by the message waiting indicator process (see Figures 1-2 and 1-3). 2. Plug the power cord into the back of the system (see Figures 1-2 and 1-3) and into a surge protected 115VAC uninterruptible power supply. Do not plug any other device into the same UPS. On PAL and FrontDesk systems, the unit will immediately turn on as soon as the power is connected; the power switch on the front of the machine has been disabled. 3. A series of beeps played over the PC speaker and the HDD lamp may flash at times. This indicates the system software has loaded properly. This procedure may take up to 1 minute. 4. If you have not already done so, program the switch to integrate with the voice mail. 5. Call the system to ensure it answers properly. Then access Mailbox 97 using the technician password to program custom features. The power switch on the front of a FrontDesk or PAL system is disabled. There is a small reset button on the front, left side which may be pressed to reboot the system. To turn off the system, disconnect the power cord.

5 Installation & Training Page 1-5 Power Switch (unused) Modem Line Modem Phone VM Ports 1 & 2 VM Ports 3 & 4 Power Cord N/A N/A N/A (Speaker) 110/220 Switch (for international use only) PS2 Mouse PS2 Keyboard N/A (USB) COM2 (PMS, Hitachi HCX, Laptop Admin) COM1 (unused) VGA Video Parallel Port (security key) Figure 1-2: PAL or FrontDesk Rear View (actual appearance may vary) PMS Integration Figure 1-3: VS Ensemble Rear View (actual appearance may vary) This section is relevant to hospitality systems only. Proper integration with a PMS requires four steps: enabling the correct serial port on the VMS; connecting a properly made serial cable to the correct serial port on the VMS at one end and the PMS at the other; installing the appropriate integration file in the VMS; and adjusting the VMS serial communication settings (if necessary). The Serial Port This step is typically done by the manufacturer prior to shipping the system, as it may involve changes to the system BIOS. On PAL systems, the serial port used for PMS integration is the left-most port (see Figure 1-2) and is set to use COM2. On Ensemble systems, the lower serial port is used (see Figure 1-3) and is also set to use COM2. COM1 is typically reserved for use by the modem card.

6 Installation & Training Page 1-6 The Serial Cable Successful PMS integration requires that the serial cable be correctly pinned-out. The pin-out information shown in Table 1-1, below, should be correct for most PMS interfaces. It is generally recommended that you test the integrity of the cable before testing the integration, regardless of whether the cable is store-bought or custom made. It is not uncommon for an integration failure to be traced back to a faulty serial cable. VMS Port CORRECT PIN-OUT PMS Port Male DB9 Male DB25 Male DB9 Female DB25 Male DB9 Table 1-1 : Serial Cable Pin-outs Male DB9

7 Installation & Training Page 1-7 The Serial Cable (continued) Figure 1-4, below, gives a visual overview of how to connect the VMS to the PMS in a data-tap configuration where the VMS is only eavesdropping on the serial communication traffic between the PMS and the switch and is not expected to respond in any way. The diagram includes the pin-outs for the serial cable; do not connect the TD pin from the dataset to the RD pin on the VMS. Figure 1-4 : Data-Tap for PMS Interface With VMS The PMS Integration Module Selecting a PMS integration is discussed in Chapter 7, System Configuration, in the section Set the Hospitality Options. The VMS Configuration Settings Configuration of the VMS may be done by the manufacturer prior to shipping the system. However, it may occasionally be necessary to change one of these settings. For a complete discussion of PMS configuration settings, including the serial communication settings, refer to the Set the Hospitality Options section in Chapter 7, System Configuration. After selecting and (if necessary) configuring the PMS integration, test the integration by performing a check-in, a check-out, a room move, and any other supported PMS message type. Note that the VMS may not support all the features provided by the PMS. Once the serial cable is connected and the VMS is configured, you should see any incoming serial data in the Events window of the channel the serial integration is running on. If you don t, then either the cable is faulty or misconnected, or the VMS serial settings don t match those of the PMS.

8 Installation & Training Page 1-8 Integration Notes Most switches require that certain programming steps be taken to inform the switch that it is connected to a voice mail unit on certain extensions. Such programming is required for the switch to properly integrate with the voice mail system, particularly if it offers in-band integration. Integration notes for the Mitel SX50 COV, Mitel SX100/200 Analog COV, Mitel ML/EL/SX200 Digital ONS, Hitachi HCX, Avaya PARTNER Plus/II/ACS/Endeavor, Avaya MAGIX or MERLIN LEGEND, Avaya DEFINITY Mode Code (BCS, ProLogix, Guestworks), and the Avaya System 75/85 are all included in the appendix for your convenience. Additional integration notes are available at For a complete list of switches supported by the VMS, refer to the table at the end of Chapter 7. Quick Start Procedure After the telephone switch has been programmed to accept the voice mail system, the following procedure may be used to quickly set up a basic system configuration. All examples below assume you are starting from the beginning each time. Use the * key to cancel an action or to back up from the current menu to the previous one. N = 1 digit number, NN = 2 digit number, etc. S[SSS] = start of range, T = subscriber type E[EEE] = end of range Set Switch Integration Accept: * # Change: * # NNN 1 Confirm Number of Digits in a Mailbox Number Accept: * # Change: * # N 1 Add a Range of Mailboxes 2-digit: * # 1 2 # SS EE T 3-digit: * # 1 2 # SSS EEE T 4-digit: * # 1 2 # SSSS EEEE T Record the greetings Holiday: * # Day: * # Night: * #

9 Installation & Training Page 1-9 Quick Start Procedure (continued) Confirm or change the greeting times schedule Accept: * # Change: * # Confirm or change the system date and time Accept: * # Change: * # Quick Integration Test After installing a new system or a new integration, or after making changes to system files or switch programming, the following items should be checked to verify correct operation. Auto Attendant System answers an outside trunk call. System will transfer to the operator. System will transfer to an extension. Voice Mail System will forward to a mailbox on a ringing extension (external and internal) System will forward to a mailbox on a busy extension (external and internal) Leaving a message will turn on the message light. Deleting or saving all new messages will turn off the message light. System always asks for password when retrieving messages, except when accessing the mailbox from within a guest room. End User Training The following is a brief outline of what should be covered at an employee end user training session. General Define the difference between auto attendant and voic (i.e. answering and transferring calls vs. taking messages). Describe the call flow through the auto attendant (and/or transferred by operator) to the personal mailbox greeting, including leaving a message and message light activation. Show how to access messages using a voic button or an extension. Show how to list all available options for a system menu by pressing #, and how to exit the system by pressing 9. There is no limit on the total number of messages the system can hold and the maximum storage time exceeds 100 hours. By default, each message is limited to a maximum of 5 minutes; this time limit can be increased by the administrator (see Chapter 2 Mailbox Administration for details). Callers will be given opportunity to append to a message beyond 5 minutes.

10 Installation & Training Page 1-10 End User Training (continued) New User Tutorial Describe and demonstrate using the New User Tutorial to choose a password, record a personal greeting and record a mailbox name. Accessing the Mailbox Describe how to access a mailbox: From one s own extension: <PASSWORD> only From another extension: * * <PASSWORD> From home (auto attendant main greeting): * <MAILBOX> <PASSWORD> From one s own personal mailbox greeting: * <PASSWORD> Subscriber Menu (follow User Guide flowchart on inside front cover) Describe the following subscriber menu options 1 Listen to new messages. Allows user to review, save and delete messages in the New queue, as well as to hear the time and date each message was received. All messages in this queue must be either saved or deleted in order to turn off the message light. 2 Listen to saved messages. Allows user to review, save and delete messages in the Saved queue, as well as to hear the time and date each message was received. 3 Send a message. Allows a message to be sent (copied) to other mailboxes without having to set up a distribution list. 5 Mailbox information. States the number of new and saved messages, plays the mailbox name recording, and states the mailbox number. This option is not voiced. 6 Distribution List Menu. Allows the user to create, edit and use distribution lists to send messages to a predefined set of mailboxes. Each user has up to nine personal distribution lists (numbered 1 to 9) that he or she can create and use. There are also 90 system distribution lists (numbered 10 to 99) that all users can use but only the owner of the master distribution list mailbox can create and edit. 7 Personal Mailbox Options. Provides a sub-menu of administrative options for personalizing the mailbox. These options include: 1 Listen to the personal greeting. 2 Re-record personal greetings, 3 Change the password. 5 Setup personal notifications. Pagers, cell phones or regular telephones may be called to notify of the receipt of a new message. Some guidelines: The pager dialing string should include all digits that are necessary to access an outside line, dial the pager number, wait for the paging company to answer, then dial any required display digits. For example, if the pager number was and it took 10 seconds for the call to be answered, a possible dial string would be: 9, ,,,,,111#. Each comma represents a two-second pause. The digits 111# are what would be shown on the pager display. You can set up a notification to page on urgent messages only. Urgent messages always play first in the New queue. You can set up a notification to wait (delay) a certain amount of time before paging and can also configure the number of retries and the time interval between retries.

11 Installation & Training Page 1-11 End User Training (continued) 7 Personal Mailbox Options (continued) 5 Setup personal notifications (continued) The message retrieval option can be used with either telephone or cellular notification to allow the user to listen to the new message without having to call back in. However, doing so could cause other notifications and message waiting lights to be delayed. 6 Turn transfers on/off. Serves as a DND feature for users whose station sets do not have a DND button. When enabled, calls handled by auto attendant will be automatically routed to the mailbox to leave a message without ringing the extension. Also, whenever the user accesses the mailbox while this feature is enabled, the prompts transfer is off will be played as a reminder that the mailbox is in DND mode. 7 Re-record mailbox name. 8 Undelete Messages. Allows the user to recover deleted messages. Every time a user deletes a message, it is stored in the Deleted queue until maintenance is run at 2:15 a.m., at which time all deleted messages are purged (i.e., erased) from the system. Up until that time, the user may select this option to recover all deleted messages. Recovered messages are stored in the New queue. Listening to Messages Menu While listening to messages, all options are available during the message: 1 Delete. Moves the message to the Deleted queue. May be recovered by the Undelete option outlined above anytime prior to 2:15 a.m. 2 Save. Moves the message to the Saved queue. May be kept here for up to 30 days. 3 Rewind 33 Replay entire message 4 Fast Forward 44 Skip to next message 5 Forward: A message may be forwarded to one or more mailboxes, with or without comments. This function sends a copy of the message, and the user will return to the original message with the option to save, delete, etc. 6 Reply: This option will be the first option heard if the message has been sent from another mailbox or an internal call from one extension to another (which is forwarded to voice mail). This option depends on the telephone system integration. All Lucent products have this feature. 7 Pause. Pauses message playback for 30 seconds, or until a key is pressed. 8 Date-Time Stamp. May be pressed at any time during or after the message has played. States the date and time the message was recorded. If available, the call origination information will also be stated. Miscellaneous Features During your mailbox personal-greeting touch-tones 0 through 9 can be programmed to route a caller to a personal secretary, another extension or a mailbox. Menu programming can only be done by the system administrator, however not the individual users. Callers can dial another extension number during your personal greeting. Pressing # during the greeting will skip the rest of the greeting, play a beep, and then immediately begin recording a message.