VOICE PROCESSING VP 100, 200 and 300 USER GUIDE COPYRIGHT 1994 TOSHIBA AMERICA INFORMATION SYSTEMS, INC. All rights reserved. No part of this manual may be reproduced in any form or by any means graphic, electronic, or mechanical, including recording, taping, photocopying, or the use of information retrieval systems without express written permission of the publisher of this material. Release 7.1 Issue 1, July 1994
TRADEMARKS AND SERVICE MARKS The following trademarks and service marks are used in this document: PERCEPTION : registered trademark of Toshiba America Information Systems, Inc. STRATA : registered trademark of Toshiba America Information Systems, Inc. TouchTone TM : trademark of American Telephone and Telegraph IntraMessaging TM : trademark of VMX, Inc. Personal Assistance TM : trademark of VMX, Inc. Toshiba America Information Systems, Inc. reserves the right to change any information in this document, including but not limited to, product characteristics and operating specifications, without prior notice.
TOSHIBA VP 100, 200, and 300 User Flow Chart THANK YOU FOR CALLING DIAL 0 OR WAIT TO ENTER MAILBOX OR CALL AN EXTENSION OR QUICK MESSAGE RECORD MESSAGE WITHOUT ENTERING YOUR MAILBOX ENTER THE RECIPIENT S MAILBOX NUMBER ENTER MAILBOX NUMBER VP CONNECTS CALLER TO THE PERSON THEY WISH TO REACH OR INFORMATION ACCESS RECORD MESSAGE HANG-UP LISTENING MESSAGING MANAGING READY READY READY LISTEN TO MESSAGE 1 1 9 5 5 3 LISTEN LISTEN TO LAST LISTEN TO FUTURE DELIVERY YOUR MAILBOX HAS ONE OR THE OTHER OF THESE OPTIONS LISTEN TO NEW MESSAGE QUEUE 1 1 9 5 5 2 LISTEN LISTEN TO LAST SAVED QUEUE 1 9 3 LISTEN TO FUTURE DELIVERY RECORD/ADDRESS MESSAGE 6 RECORD MESSAGE YOUR MAILBOX HAS ONE OR THE OTHER OF THESE OPTIONS ADDRESS/RECORD MESSAGE 6 ADDRESS MESSAGE CHECK MESSAGE SENT 1 2 CHECK ON MESSAGES SENT RECORD OR CHANGE GREETING 4 ACCESS GREETING CUSTOMIZE MAILBOX 1 6 GET HELP 0 CUSTOM OPTIONS EXIT MAILBOX 9 0 0 0 CURRENT FEATURE SPECIFIC FEATURE CODE LIST OF ALL FEATURES INITIATE EXIT 2 0 1 2 5 6 1 2 3 4 9 0 2 2 3 0 LISTEN TO SAVED MESSAGE QUEUE 1 1 9 5 5 1 LISTEN LISTEN TO LAST BACK TO NEW QUEUE 1 9 3 LISTEN TO FUTURE DELIVERY BACK-UP BACK-UP TO BEGINNING ERASE MESSAGE PAUSE/RESUME ADDRESS MESSAGE ENTER ONE OR MORE ADDRESSESS ADDRESS VIA NAMES DIRECTORY CANCEL ADDRESS RETURN TO READY RECORD MESSAGE ENTER RECIPIENT S MAILBOX NUMBER TURN ON TURN OFF LISTEN RECORD NEW GREETING LEAVE UNCHANGED MESSAGE WAITING SECURITY CODE OFFSITE OR PAGER AUTO COPY END SESSION EXIT MAILBOX AND MAKE ANOTHER CALL OR ENTER ANOTHER MAILBOX CONTINUE USING YOUR MAILBOX 5 6 7 8 9 0 2 2 0 2 2 3 2 2 3 2 2 2 3 4 5 7 8 BACK-UP BACK-UP TO BEGINNING ERASE GO FORWARD LISTEN TO NEXT SAVE 1 TIME/DATE ENTER ONE OR MORE ADDRESSESS ADDRESS VIA NAMES DIRECTORY CANCEL ADDRESS ERASE MESSAGE ADDRESSING OPTIONS BACK-UP BACK-UP TO BEGINNING ERASE MESSAGE PAUSE/RESUME ADDRESSING OPTIONS BACK-UP BACK-UP TO BEGINNING ERASE MESSAGE PAUSE/RESUME END RECORDING PERSONAL ASSISTANCE PERSONAL DISTRIBUTION LIST LISTEN TO FUTURE DELIVERY RECORD NAME FAX OPTIONS READY 1 1 1 1 1 9 1 2 3 4 5 6 3 4 5 7 8 8 FORWARD IMMEDIATELY CALL LISTEN TO PREVIOUS REPLY VOLUME PRINT FAX PAUSE/RESUME END OF MESSAGE OR READY RETURN RECEIPT NETWORK DELIVERY ENTER ADDRESS(ES) MARK PRIVATE MARK FUTURE DELIVERY MARK URGENT ERASE MESSAGE SEND
Table of Contents TOSHIBA VOICE PROCESSING TABLE OF CONTENTS SUBJECT INTRODUCTION General Description... Purpose... Organization... How to Use This Guide... Special Text Elements... Terminology... PAGE iii iii iii iv vi vi CHAPTER 1 GENERAL INFORMATION... 1-1 Call Coverage... 1-1 User Interface... 1-1 Helpful Hints... 1-4 Back-up... 1-4 Erase... 1-4 Exit... 1-4 Go Forward... 1-4 Help... 1-4 Managing Your Mailbox... 1-5 Pause/Resume... 1-5 Previous Message... 1-5 Return to Ready... 1-5 Skip/Scroll Through Messages... 1-5 Voice Prompts... 1-5 Ready Mode... 1-5 Exit Assistance... 1-6 STRATA System Flexible Telephone Keys... 1-6 Accessing the System... 1-6 CHAPTER 2 GETTING STARTED... 2-1 Initializing Your Mailbox... 2-1 Security Code Change... 2-1 Name Record... 2-2 Greeting Record... 2-3 Exit... 2-4 Novice Prompts... 2-5 i
TABLE OF CONTENTS SUBJECT PAGE CHAPTER 3 CALLING YOUR MAILBOX... 3-1 Call Coverage and Message Retrieval with Toshiba PERCEPTION or STRATA Systems... 3-1 Call Forward... 3-2 Message Retrieval... 3-10 CHAPTER 4 MAILBOX OPERATIONS... 4-1 General Information... 4-1 Standard Mailbox Features... 4-1 Modifiable Mailbox Features... 4-1 Feature Operation... 4-2 Listening and Responding to Messages... 4-2 Recording and Sending Messages... 4-5 Managing Your Mailbox... 4-8 Leaving Your Mailbox... 4-13 CHAPTER 5 VP FAX MAIL... 5-1 General Information... 5-1 VP Fax Mail Features... 5-1 Modifiable VP Fax Mail Features... 5-1 Feature Operation... 5-1 Receiving a Fax... 5-1 Listening to Fax Messages... 5-3 Printing Fax Messages... 5-7 Forwarding Fax Messages... 5-8 Managing Your Fax Options... 5-9 Leaving Your Mailbox... 5-10 INDEX... Index-1 FIGURE LIST FIGURE TITLE PAGE I - 1 Sample Page... v 1-1 Dialpad... 1-2 TABLE LIST TABLE TITLE PAGE 1-1 Dialpad Mapping Chart... 1-3 5-1 VP Fax Mail Dialpad Mapping Chart... 5-2 ii
Introduction TOSHIBA VOICE PROCESSING INTRODUCTION GENERAL DESCRIPTION The Toshiba Voice Processing (VP) System provides a caller with the ability to leave a verbal message for a station user, and allows mailbox owners to use the keys on a TouchTone telephone to exchange messages. This provides a quick and easy alternative to making direct calls, and helps eliminate the loss of important messages. Voice prompts will guide you through each step. Once you have become familiar with the system operation, you can override the system prompts and quickly manage your mailbox. PURPOSE This user guide is designed as a guide for the mailbox users of the Toshiba VP System product line which consists of three models, the VP 100, the VP 200, and the VP 300. It also describes the basic voice messaging capabilities and operation of all of the Toshiba Voice Processing Systems. Other related documents include: the Toshiba Voice Processing Quick Reference Guide, the Toshiba Voice Processing Product and Feature Description Manual, the Toshiba Voice Processing Configuration Manual, the VP 100 Installation and Maintenance Manual, the VP 200 Installation and Maintenance Manual, and the VP 300 Installation and Maintenance Manual. Your Toshiba VP System has been designed to fit your company's specific needs, so not all features in this guide may apply to you. Check with your System Administrator to determine what features apply to you. ORGANIZATION A quick reference map (flow chart) outlining system features and operation is also provided on the inside front cover of this user guide for at-a-glance viewing. Consult the flow chart for quick and easy reference. iii
INTRODUCTION The Introduction consists of a general description of the Toshiba VP System as well as, the purpose, and organization of this document. Also included in this chapter are suggestions for using this user guide, and a description of various VP System terms that are used throughout the document. Chapter 1, "General Information," provides basic Toshiba Voice Processing information, such as call coverage, user interface (key mapping), helpful hints, Ready mode, and exit assistance. This chapter concludes with information on how to access the Toshiba VP System from an internal station as well as from an outside telephone. Chapter 2, "Getting Started," describes the initial set-up procedure for first-time mailbox users. Proper ways to exit the Toshiba VP System are also listed. Descriptions of prompts for novice users conclude the chapter. Chapter 3, "Calling Your Mailbox," explains the procedures for programming the Toshiba proprietary telephones for call coverage and message retrieval when using the Toshiba VP System (i.e., the VP 100, the VP 200, or the VP 300) with a Toshiba telephone system (i.e., the PERCEPTION 4000/PERCEPTION e / ex /I/II or the STRATA series). Chapter 4, "Mailbox Operations," is dedicated to the operation of the Toshiba VP System. It lists all the steps that you have to perform and keys that you have to press to access the desired feature(s). It also provides you with information on how to customize your mailbox. Remember, the user guide lists all features available on the Toshiba VP System; however, you should consult your System Administrator to determine what features apply to you. Chapter 5, "VP Fax Mail" reviews the procedures for configuring and operating the optional fax processing feature. It covers all the steps to send, deliver, voice annotate, print, and erase fax messages. Also covered is how to create and use a phantom fax mailbox. HOW TO USE THIS GUIDE This Toshiba Voice Processing User Guide provides detailed equipment and feature operation information. To assist you in achieving a greater performance, the information in this guide has been divided into distinct areas of content. iv
INTRODUCTION ACTION TEXT SPECIFIC INSTRUCTIONS ON HOW TO PERFORM A PROCEDURE ARE NUMBERED AND ENTERED IN THE LEFT-HAND COLUMN. Chapter 2 TOSHIBA VOICE PROCESSING INITIALIZING YOUR MAILBOX GETTING STARTED CHAPTER TITLE When you enter your mailbox for the first time, you may hear a welcome message. The VP System may also ask you to do the following: n Assign a personal security code. n Record your name. n Record a personal greeting. Since the VP System is designed to meet your specific needs, consult your System Administrator to confirm how your mailbox is set up. KEY TO PRESS WRITE IN THE CORRECT NUMBER To Enter Your Mailbox: 1. Call the VP System. 2. Press #.# 3. Enter your mailbox number. 4. Enter the pre-assigned security code. The system may play a welcome message. The system voice prompts will ask you to enter your mailbox number. The system voice prompts will ask you to enter the pre-assigned security code. Check with your System Administrator for the pre-assigned security code. The system may ask you to change the pre-assigned security code, record your name, and record a personal greeting. RESULTS OR DETAILS EXPLANATIONS OR DETAILS OF THE ACTION TEXT. SECURITY CODE CHANGE The security code enhances the privacy of your received messages and personal greeting by assigning a unique security code to your mailbox. The first time you access your mailbox, the Toshiba VP System may require you to change the pre-assigned security code to your own personal security code. If a personal security code is required, the system will prompt you through the recording sequence. Even if the VP System does not ask you to change the pre-assigned security code, you should change it initially and as often as required by your System Administrator. Follow these instructions to change your security code. Refer to Chapter 4, "Mailbox Operations," for additional information on Custom Options. 2-1 Figure I-1 Sample Page v
INTRODUCTION All instructions for various procedures are referred to as Action Text and appear in the left-hand column in a numbered sequence enabling you to quickly perform a specific task. A more detailed description of these procedures, or explanations of the effects of these actions, can be found in the right-hand column. Figure I-1 shows you how to take advantage of the structure of each chapter. Familiarize yourself with the Toshiba Voice Processing System by reading Chapter 1. If you are a first-time user, reading Chapter 2 will help you initialize your mailbox. After you have initialized your mailbox, refer to Chapter 3 for the proper way to forward your telephone into the VP System and to retrieve messages from the VP System. Then, whenever you need to access specific features of the Toshiba VP System, turn to Chapter 4 for a detailed description of the specific operational procedures. If you have the optional VP Fax Mail installed, refer to Chapter 5 for complete procedures on sending, receiving and printing fax messages. An index is located at the back of the user guide. The index is especially helpful when you need to quickly locate a specific topic. SPECIAL TEXT ELEMENTS This user guide consists of several special text elements which are designed to make usage of this document easier. Terms in boldface type are used to call attention to a specific key to be pressed. Boxed numbers or signs such as 0, #, also represent keys to be pressed. A "NOTE:" highlights a precautionary operational parameter and presents additional detailed information. TERMINOLOGY The following is a list of terms that you may encounter in this user guide: Attendant/Intercept The extension callers are directed to if they dial 0 or wait on the line for assistance. Caller A person placing a call to you. vi
INTRODUCTION Company Greeting A greeting that a caller hears when the Toshiba VP System answers the call first. Distribution List A group of mailboxes contained in a list with a common group number. When a message is addressed to the group pilot number, all members of the list receive the message. Multiple appearances of the same mailbox address on one or different distribution lists are treated as one appearance; only one copy of the message is sent. Extension Number A telephone number that represents a telephone, and may also be used as the mailbox number. This enables the Toshiba VP System to connect a caller to the telephone associated with the mailbox. Integration Capabilities that allow a telephone system to exchange information with the Toshiba VP System. A call that reaches a busy or unanswered telephone can be forwarded directly to the correct mailbox, or can return to the attendant. A mailbox holder can receive indication of new messages by a message waiting lamp or display, a stutter dial tone, or through automatic system outdialing to an off-site location. IntraMessaging TM A voice mail feature that provides capabilities for creating, reviewing, sending, forwarding, and replying to voice messages from any touchtone telephone. Mailbox The storage space for voice messages in the Toshiba VP System. A mailbox may be assigned to a person or group, or used to store recorded announcements. A mailbox can also hold a personal greeting, security code, and mailbox name. Mailbox Holder The owner or subscriber of a mailbox such as an employee- or guest-assigned mailbox for messaging. Also referred to as a "user" or "mailbox owner." Message Waiting Notification A notice informing a mailbox holder that a new message was received since the holder last entered his or her mailbox. Notification can be via a lamp indication, a message waiting display, stutter dial tone, or calling notification. Networking The ability of the Toshiba VP System to make calls to and exchange messages with other Toshiba VP Systems, resulting in the appearance of a single system. vii
INTRODUCTION Off-site/Pager Notification A feature that notifies you of a voice mail message when you are at an outside company location. Notification can be made to destinations such as home or car telephones, or paging devices. Personal Assistance TM A feature that permits personalized call coverage for mailbox holders or departments at designated times. Quick Message When the Toshiba VP System greeting is heard, a message can be made and sent to a mailbox without entering or calling the mailbox by pressing * and entering the mailbox number. Personal Greeting A greeting that may be recorded from a mailbox. This gives callers more detailed information about you and ensures when you are likely to respond to messages. A personal greeting will be placed whenever the feature is turned on and a caller dials your mailbox. Pound Pound is equivalent to the # sign on the dialpad of a telephone. Rotary Telephone A telephone station that cannot generate touchtone (DTMF) signals. Security Code A passcode which is registered for a mailbox to protect mailbox access and help insure privacy. Star Star is equivalent to the * sign on the dialpad of a telephone. System Administrator The person at your company that is responsible for the operation of the Toshiba Voice Processing System. Touchtone Telephone A telephone station that generates touchtone (DTMF) signals. Voice Mail Premeditated, non-realtime voice communications through the use of sending and receiving voice messages. VP Fax Mail Premeditated, non-realtime data communications through the use of sending and receiving data messages. viii
Chapter 1 TOSHIBA VOICE PROCESSING GENERAL INFORMATION CALL COVERAGE The Toshiba Voice Processing (VP) System provides around the clock access to you and your callers. As a mailbox holder, you can access your mailbox from any touchtone telephone to update your greeting, and receive and send messages. (Refer to Chapter 4, "Mailbox Operations," for detailed descriptions of custom options that are available.) The Toshiba VP System manages multiple functions simultaneously. Therefore, your mailbox is always available so callers can leave you messages or hear your personal greeting, even when it is processing other tasks. Callers can control their own progress through the Toshiba VP System. They no longer have to wait for a person to answer the telephone. If your extension is busy or you do not answer, callers can either transfer to live assistance, call another extension, or leave you a private, detailed message. USER INTERFACE The Toshiba VP System user interface has been designed for your convenience and ease of use. The telephone keys are mapped to specific functions available in your mailbox. For example, the command 2 is used to back up during a message. The key 2 also has an alpha equivalent of "B" on the key which corresponds to the command "[B]ackup." The different options that are available usually correspond to the alphabetic letters on your telephone's touchtone dialpad. Therefore, if you want to bypass the system prompts, simply press the digit which corresponds to the first letter of the desired operation. For example, if you want to Listen to a message, press "L" (5), or if you want to Erase a message, press "E" (3). As you examine the diagram on the next page, you can see the location of the various letters on your telephone. By remembering this letter association, you will find that the Toshiba Voice Processing System is very easy to learn and operate. 1-1
GENERAL INFORMATION 1 2 ABC 3 DEF 4 GHI 5 JKL 6 MNO 7 PRS 8 TUV 9 WXY * 0 OPER # Figure 1-1 Dialpad Using the dialpad as a reference, note the various numeric and letter associations as indicated in Table 1-1. To view the specific mapping of the user interface, consult the Toshiba Voice Processing Quick Reference Guide, or the User Flow Chart located on the inside front cover of this user guide. 1-2
GENERAL INFORMATION CATEGORY KEY WORD CORRESPONDING DIGIT Listening to Messages Recording Messages Managing your Mailbox Greetings Managing Mailbox Options Checking on Messages Sent Leaving your Mailbox Listen Back-up Erase Time Listen to next Back-up, Beginning Go Forward Save Volume Listen to previous Reply Forward Immediately Call Make Back-up Back-up, Beginning Erase Greeting New Back-up Back-up, Beginning Erase Listen Options Check Initiate exit 5 2 3 8 5 2 2 4 7 1 8 1 5 1 7 1 3 1 4 6 2 2 2 3 4 6 2 2 2 3 5 1 6 1 2 9 Table 1-1 Dialpad Mapping Chart For Fax Message processing options, refer to Chapter 5. 1-3
GENERAL INFORMATION HELPFUL HINTS As you learn how to use the Toshiba Voice Processing System, it is helpful to know about the following general operational "short-cuts:" BACK-UP When listening to a message, press 2 to back up several seconds; press 22to back up to the beginning same parameter controls Go Forward. ERASE To erase while listening to a message, recording a message, or recording a personal greeting, press 3. EXIT When you are ready to exit, press 9 to initiate Exit and: Press 9 again to complete Exit and hang up, or Press 0 to dial another extension or enter another mailbox through the Toshiba VP System, or Press * to cancel Exit and return to the Ready mode in your mailbox. NOTE: If you do not press 9 9to completely exit from the voice processing system, and then you try to get back into the VP system in the next few seconds, you may hear "that mailbox is unavailable." If you hear this, simply try again in about 30 seconds. If you exit the system properly, by entering 99when you're done, you won't have to wait to reenter the system. GO FORWARD When listening to a message, press 4 to go forward several seconds. (Check with your System Administrator for the number of seconds for your system same parameter controls Back-up.) HELP The VP System is equipped with online help. You can receive information on mailbox features from anywhere within your mailbox, except while using Custom Options. Even if you are in the middle of completing an action, such as creating a message, help is accessible. 1-4
GENERAL INFORMATION Help can be accessed at any time in your mailbox except while you are setting Custom Options. The following assistance is available: Press 0 for general information. Press 0 and the first letter of the feature name for more information on a specific feature. Press 00to listen to a list of all mailbox features. MANAGING YOUR MAILBOX Depending on the configuration of the VP System, your voice messages may be automatically deleted after they have been in the system for a period of time. Always delete messages that you no longer need in order to keep your mailbox available for receiving messages. Check with your System Administrator to determine the total message storage allowed for your mailbox. PAUSE/RESUME To pause/resume while listening to a message, recording a message, or recording a personal greeting, press *. PREVIOUS MESSAGE To return to the previous message or a message that you have just saved or skipped, simply press 15. RETURN TO READY While in your mailbox, during most operations you can press # to return to the main menu or functional choices. SKIP/SCROLL THROUGH MESSAGES To skip or scroll through messages, press 5 during the message. VOICE PROMPTS To override most voice prompts, simply press the key for the command that you want to execute. READY MODE "Ready" is a state within your mailbox. It is where all mailbox choices begin and end. Whenever you hear the Ready prompt, the Toshiba VP System is ready to process your next action. Once the action is complete, the VP System returns to Ready so that you can proceed to the next desired action. 1-5
GENERAL INFORMATION NOTE: "Ready" is indicated by a red bar on the Toshiba Voice Processing Quick Reference Guide and on the quick reference map (flow chart) on the inside front cover of this user guide. EXIT ASSISTANCE Always exit your mailbox when you are ready to hang up by pressing 99. If you do not remember to exit properly and then you try to immediately re-enter your mailbox, the system will inform you that your mailbox is busy. You must wait a few seconds before you attempt to enter your mailbox again. Refer to Chapter 4, "Mailbox Operations," for a detailed description on how to access exit assistance. STRATA SYSTEM FLEXIBLE TELEPHONE KEYS When using the Toshiba VP System with a Toshiba STRATA system, we recommend that the following keys are provided on your Toshiba telephone: Speed Dial (REP, SDS) key, the Redial (RDL) key, and the MESSAGE (Msg, MW/FL) key. The Speed Dial and Redial keys can be assigned, by system programming, to a flexible key on your Toshiba proprietary telephone, while the MESSAGE key can be assigned to a fixed key or a flexible key. ACCESSING THE SYSTEM You can enter your mailbox from any touchtone telephone at any time, either from an internal station or from an outside telephone. Enter your mailbox to retrieve new messages, create and send messages, change your personal greeting, or change your security code. 1-6
GENERAL INFORMATION To Enter Your Mailbox: 1. From an internal station, call the Toshiba VP System by dialing, or by pressing the appropriate access key.... or... From an outside telephone, call the Toshiba VP System by dialing. 2. Press #. 3. Enter your mailbox number. Wait for the Toshiba VP System to answer. The voice prompts will identify a list of options and ask you to press # to enter your mailbox. NOTES: 1. See your System Administrator for the correct access numbers. 2. For a detailed description on how to enter the Toshiba VP System from various Toshiba telephones, refer to Chapter 3, "Calling Your Mailbox." 3. In order for the # key to function properly while using the Toshiba VP System with a Toshiba STRATA system, the Speed Dial (REP, SDS) key and the Redial (RDL) key must be provided on your Toshiba proprietary telephone. The system prompts, "Please enter your mailbox number." The system prompts, "Please enter your security code." NOTE: The VP System may be connected to a telephone system with an "Auto Log-on" feature that allows you to enter a second # to indicate your mailbox number. Check with your system administrator for this feature. 4. Enter your security code. Your mailbox is designed to state the type and number of messages in your mailbox. This is known as the Message Queue prompt, always followed by the Ready prompt. For example, "You have 2 urgent, 3 fax, 5 new and 4 saved messages... Ready." This is not necessarily the order in which the messages will be played. For instance, the fax messages my be interspersed with the voice messages. The order in which messages are played are as follows: Urgent messages are always played first, followed by other kinds of messages, which may be interspersed, depending on the order in which they were received. The types of messages which can be sent are: Urgent messages (always played first) Voice messages 1-7
GENERAL INFORMATION New messages Saved messages Fax mail notification and annotations You may not have messages with all of the above types, it depends on the capabilities of your mailbox. See your system administrator to find out whether or not you will receive messages of some or all of the above types. Once the Message Queue prompt is completed, you will be in the "Ready" mode. You can now perform the following steps in the action column to listen to your messages. NOTE: "Ready" is where all mailbox choices begin and end. Whenever you hear the "Ready" prompt, the VP System is ready to process your next action. Once the action is complete, the VP System returns to the Ready mode so you can proceed to the next desired action. 1-8
Chapter 2 TOSHIBA VOICE PROCESSING GETTING STARTED INITIALIZING YOUR MAILBOX When you enter your mailbox for the first time, you may hear a welcome message. The Toshiba Voice Processing (VP) System may also ask you to do the following: Assign a personal security code. Record your name. Record a personal greeting. Since the Toshiba VP System is designed to meet your specific needs, consult your System Administrator to confirm how your mailbox is set up. You may also find it helpful to read the Helpful Hints section of Chapter 1, "General Information," before continuing with this chapter. To Enter Your Mailbox: 1. Call the Toshiba VP System. 2. Press #. The system may play a welcome message. The system voice prompts will ask you to enter your mailbox number. NOTE: In order for the # key to function properly while using the Toshiba VP System with a Toshiba STRATA system, the Speed Dial (REP, SDS) key and the Redial (RDL) key must be provided on your Toshiba proprietary telephone. Please refer to the STRATA System Flexible Telephone Keys section of Chapter 1, "General Information," for a detailed description. 3. Enter your mailbox number. 4. Enter the pre-assigned security code. The system voice prompts will ask you to enter the pre-assigned security code. Check with your System Administrator for the pre-assigned security code. The system may ask you to change the pre-assigned security code, record your name, and record a personal greeting. SECURITY CODE CHANGE The security code enhances the privacy of your received messages and personal greeting by assigning a unique security code to your mailbox. The first time you access your mailbox, the Toshiba VP System may require you to change the pre-assigned security code to your own personal security code. If a personal security code is required, the system will prompt you through the recording sequence. 2-1
GETTING STARTED Even if the VP System does not ask you to change the pre-assigned security code, you should change it initially and as often as required by your System Administrator. Follow these instructions to change your security code. Refer to Chapter 4, "Mailbox Operations," for additional information on Custom Options. To Change the Security Code: 1. At the Ready prompt, press 1 6for Custom Options, and then press 2 for Security Code. 2. Enter a new security code. 3. Press #. The system voice prompts will ask you to enter a new security code. Consult your System Administrator for the number of digits required for a security code. The system voice prompts will ask you to reconfirm the security code that you have just entered. NOTE: In order for the # key to function properly while using the Toshiba VP System with a Toshiba STRATA system, the Speed Dial (REP, SDS) key and the Redial (RDL) key must be provided on your Toshiba proprietary telephone. Please refer to the STRATA System Flexible Telephone Keys section of Chapter 1, "General Information," for a detailed description. 4. Re-enter the new security code to confirm, then press #. Your new security code is now confirmed. NAME RECORD Your name is announced for confirmation when callers enter your extension number to leave you a message, or when another employee enters your mailbox number to address a message to you, or if a company directory is used. When accessing your mailbox for the first time, the Toshiba VP System may prompt you to record your name. If you are asked to record your name, the system will prompt you through the entire recording sequence. If you are not prompted, your System Administrator has already recorded your name. You may have the ability to rerecord your name at any time by using the Custom Options feature. Check with your System Administrator to see if you have this option. Follow these instructions to 2-2
GETTING STARTED rerecord your name. Refer to Chapter 4, "Mailbox Operations," for additional information on Custom Options. To Record Your Name: 1. At the Ready prompt, press 1 6for Custom Options, and then press 8 for Name Record. 2. Press # to end recording. The system voice prompts will ask you to record your name. Your name recording is saved and will play if your greeting is not ON. NOTE: In order for the # key to function properly while using the Toshiba VP System with a Toshiba STRATA system, the Speed Dial (REP, SDS) key and the Redial (RDL) key must be provided on your Toshiba proprietary telephone. Please refer to the STRATA System Flexible Telephone Keys section of Chapter 1, "General Information," for detailed description. GREETING RECORD When you are unable to answer calls, a personal greeting from you should be available for your callers and other employees to hear. Personal greetings should be informative, so people know when you will be available to return their calls or respond to their messages. The following information should be included in your Personal Greeting and should be updated at least every business day: Your Name Company/Department Name Date Your Availability Instructions to Leave a Detailed Message Call Coverage Options The first time you access your mailbox, the Toshiba VP System may require you to record a personal greeting. If you are asked to record your personal greeting, the system will prompt you through the entire recording procedure. You always have the option of rerecording the greeting at any time. Follow these instructions to rerecord your greeting. Refer to Chapter 4, "Mailbox Operations," for additional information on Custom Options. To Record a Greeting: 1. At the Ready prompt, press 4 for Greeting and At the beep tone, start recording your personal greeting. 2-3
GETTING STARTED 6 for New. Your greeting will be automatically saved and turned ON to greet callers. For help, press 0. NOTE: In order for the # key to function properly while using the Toshiba VP System with a Toshiba STRATA system, the Speed Dial (REP, SDS) key and the Redial (RDL) key must be provided on your Toshiba proprietary telephone. Please refer to the STRATA System Flexible Telephone Keys section of Chapter 1, "General Information," for detailed description. Listen to your greeting to ensure the above information is included to your satisfaction and follow the prompting. EXIT After you have changed the security code and recorded your name and personal greeting, you may exit the mailbox ( 99) or perform any of the mailbox operations. (Refer to Chapter 4, "Mailbox Operations," for detailed description of operational procedures.) NOTE: In order for the * key to function properly while using the Toshiba VP System with a Toshiba STRATA system, the Speed Dial (REP, SDS) key and the Redial (RDL) key must be provided on your Toshiba proprietary telephone. Please refer to the STRATA System Flexible Telephone Keys section of Chapter 1, "General Information," for a detailed description. 2-4
GETTING STARTED 2. Press # to end the recording. 3. To listen to your greeting at the Ready prompt, press 4 for Greeting and 5 to Listen. 4. To rerecord your greeting, repeat steps 1 and 2. NOVICE PROMPTS Whenever a new mailbox is initiated, Novice Prompts are automatically turned ON. Novice prompts give extensive verbal help for each mailbox feature. These prompts help a new mailbox user learn how to use his/her Toshiba VP System mailbox. There are three levels of Novice Prompts associated with mailbox features; the prompts describe the choices at each level. The three levels of Novice Prompts and their associated features are: At the READY Level Feature 99 Exit the Toshiba VP System. Feature 90 Exit to Auto-Attendant. Before and After LISTEN(ing) to a Message Feature 5 Listen. Feature 15 Listen in Reverse order. Before RECORD(ing) a Message Feature 6 Make a New message. Feature 13 Forward a message. Feature 17 Reply to a message. To Exit: 1. Press 99to exit and hang up....or... Press 90to exit and dial another extension through the Toshiba VP System. Once any feature in a level is used a specified number of times, no prompts are played for that level; even if other features in that level have not been used. The Toshiba VP System checks the feature usage count for each mailbox periodically. If a feature has not been used the specified number of times for the preceding week, the Novice Prompts for that level will be re-activated. Check with your System Administrator for the thresholds set for your VP System....or... Press 9*to cancel exit and return to the Ready mode in your mailbox. 2-5
Chapter 3 TOSHIBA VOICE PROCESSING CALLING YOUR MAILBOX CALL COVERAGE AND MESSAGE RETRIEVAL WITH TOSHIBA PERCEPTION OR STRATA SYSTEMS This chapter explains the procedures for programming the Toshiba proprietary telephones for call coverage and message retrieval when using the Toshiba Voice Processing (VP) System (i.e., the VP 100, the VP 200, or the VP 300) with a Toshiba telephone system (i.e., the PERCEPTION 4000/PERCEPTION e / ex /I/II or the STRATA series). Once properly programmed, your Toshiba VP System can answer your calls for you when you are busy or are not available for calls; and will also give the caller additional choices of recording a message, dialing another extension, or dialing 0 for assistance. To set up your Toshiba VP System for busy and/or ring-no-answer call coverage, you must first program your Toshiba proprietary telephone to forward busy and/or ring-no-answer calls to the Toshiba VP System. By registering Call Forward to the VP System on your telephone, information about the call will automatically be provided to the VP System, so that the caller does not have to re-enter the last few digits of the extension number that they have initially called. Call Forward All Calls can be used instead of Call Forward Busy and/or Ring-No-Answer, if you plan not to answer your telephone for extended periods, i.e., you are out of the office. Similarly, Toshiba proprietary telephones can be programmed for direct message retrieval to receive newly-arrived messages. You, as the mailbox holder, will be informed of the newly-arrived message via a Message Waiting lamp located on the telephone. Your System Administrator can verify the method of message notification for your specific telephone. NOTE: This chapter does not describe the procedures for call forward and message retrieval when using a standard telephone. Please consult the appropriate Toshiba telephone system Standard Telephone User Guide for these instructions. The following procedures describe the ways to register call forward and message retrieval on the Toshiba proprietary telephones when using the Toshiba VP System with a Toshiba telephone system. 3-1
CALLING YOUR MAILBOX CALL FORWARD PERCEPTION 4000 Systems To direct forwarded calls to your mailbox and to ensure that callers receive your personal greeting, you must enter the Toshiba VP System number for the type of Call Forwarding desired on your telephone. To Forward Calls to the Toshiba VP System from a PERCEPTION 4000 Telephone: 1. Press the desired Call Forward key on the telephone, or enter the appropriate Call Forward access code. 2. Dial the VP System number. The Call Forward LED will flash, or you will hear recall dial tone. See your System Administrator for the correct internal access number. (This is usually a hunt group pilot number.) The Call Forward LED will light steadily, and the call will be forwarded to your mailbox. Display telephones will show that forwarding has been set. If using a feature access code, listen for success tone and then hang up. The Call Forward LED will light steadily, and the call will be forwarded to your mailbox. If using a display telephone, the display will state that Call Forward has been registered. NOTE: Refer to the appropriate PERCEPTION 4000 Telephone User Guide for the Call Forward access codes available in your system or check with your System Administrator. To Cancel Call Forward to the Toshiba VP System from a PERCEPTION 4000 Telephone: 1. Press the Call Forward key, or enter the appropriate Call Forward Cancellation access code. The Call Forward LED will go off, or you will hear success tone, indicating that Call Forward registration has been canceled. 3-2
CALLING YOUR MAILBOX NOTE: Refer to the appropriate PERCEPTION 4000 Telephone User Guide for the Call Forward Cancellation access codes available in your system or check with your System Administrator. PERCEPTION I/II or PERCEPTION e&ex Systems (Ver. A.06 or Later) To direct forwarded calls to your mailbox and to ensure that callers receive your personal greeting, additional internal access digits must be programmed once from your telephone. Once programmed, these digits will be automatically sent to the VP System whenever calls are forwarded to the VP System from your telephone, allowing callers direct access into your mailbox. To Forward Calls to the Toshiba VP System from a PERCEPTION I/II or PERCEPTION e&ex Telephone: 1. Press the desired Call Forward key on the telephone, or enter the appropriate Call Forward access code. 2. Dial the VP System number. The LED will flash, or you will hear recall dial tone. See your System Administrator for the correct internal access number. (This is usually a hunt group pilot number.) If an access code was dialed, listen for recall dial tone. 3. Press 91. 4. Enter your mailbox number. 5. Press the Call Forward key (or press the # key if access code is used). The Call Forward LED will light steadily, and the call will be forwarded to your mailbox. If using a display telephone, the display will state that Call Forward has been registered. NOTE: Refer to the appropriate PERCEPTION Telephone User Guide for the Call Forward access codes available in your system or check with your System Administrator. 3-3
CALLING YOUR MAILBOX To Cancel Call Forward to the Toshiba VP System from a PERCEPTION I/II or PERCEPTION e&ex Telephone: 1. Press the Call Forward key, or enter the appropriate Call Forward Cancellation access code. The Call Forward LED will go off, or you will hear recall dial tone. Call Forward registration is canceled. NOTE: Refer to the appropriate PERCEPTION Telephone User Guide for the Call Forward Cancellation access codes available in your system or check with your System Administrator. STRATA DK280 Systems To direct forwarded calls to your mailbox and to ensure that callers receive your personal greeting, additional internal access digits must be programmed once from your telephone. These digits are called Voice Mail (VM) Identification (I.D.) code. Once programmed, this VM I.D. code will be automatically sent to the VP System whenever calls are forwarded to the VP System from your telephone, allowing callers direct access into your mailbox. To Store the Voice Mail I.D. Code to the Toshiba VP System from a STRATA DK280 Telephone: 1. Press the Intercom (INT) key. 2. Press #656. 3. Press 91. You will hear intercom dial tone. You will hear confirmation tone. The sequence "#656" is the VP System identification code when Call Forward is set. This code does not forward calls to the VP System. Display telephones will show "#656 I.D. CODE SET." 4. Enter your mailbox number. 5. Press the Redial key to store the data. 3-4 You will hear confirmation tone. Display telephones will show "DATA PROGRAMMED." NOTES: 1. Steps 1 ~ 5 are required for initial storage of VM I.D. code to the VP System. Once programmed, these digits remain in memory until changed. To change the VM I.D. code, repeat steps 1 ~ 5.
CALLING YOUR MAILBOX 2. In order for the # key to function properly while using the Toshiba VP System with a Toshiba STRATA system, the Speed Dial (REP, SDS) key and the Redial (RDL) key must be provided on your Toshiba proprietary telephone. To Forward Calls to the Toshiba VP System from a STRATA DK280 Telephone: 1. Press the desired Call Forward key on the telephone.... or... Press the INT key and enter the appropriate Call Forward access code. The Call Forward LED will flash, or you will hear confirmation tone. You will hear confirmation tone if an access code is dialed. Display telephones will show "CALL FORWARD TO." NOTE: Following is a list of Call Forward access codes for the STRATA DK280 Systems. #601 = Call Forward All Calls #602 = Call Forward Busy #603 = Call Forward No Answer (see Note 1) #604 = Call Forward Busy No Answer (see Note 2) 2. Dial the VP System number. See your System Administrator for the correct internal access number. (This is usually a hunt group number.) If an access code was dialed, confirmation tone will be heard. NOTES: 1. To complete Call Forwarding, the flexible "NO ANSWER" timer must be set for codes #603 and #604. Press the REP key and enter a value, 08-60 seconds then press the RDL key. 2. If using a Call Fwd key, press REP key and enter a value 08-60 seconds. Press Call Fwd key. 3. Press the Call Forward (or the SPEAKER) key. The Call Forward LED will light steadily. 3-5
CALLING YOUR MAILBOX To Cancel Call Forward to the Toshiba VP System from a STRATA DK280 Telephone: 1. Press the appropriate Call Forward key.... or... Press the INT key, enter #601, and then press the SPEAKER key. The Call Forward LED will go off, or you will hear confirmation tone. Call Forward registration is canceled. Display telephones will show "CALL FORWARD TO." Dialing #601 and no station number will cancel any Call Forward type. To Cancel the Voice Mail I.D. Code to the Toshiba VP System from a STRATA DK280 Telephone: 1. Press the Intercom (INT) key. 2. Press #656. 3. Press the Redial key to complete the cancellation. You will hear intercom dial tone. You will hear confirmation tone. Display telephones will show "#656 ID CODE SET." Display telephones will show "DATA PROGRAMMED." The Voice Mail I.D. code is now canceled. 4. Press the SPEAKER key to complete the operation. STRATA DK Systems To direct forwarded calls to your mailbox and to ensure that callers receive your personal greeting, additional internal access digits must be programmed once from your telephone. These digits are called Voice Mail (VM) Identification (I.D.) code. Once programmed, this VM I.D. code will be automatically sent to the VP System whenever calls are forwarded to the VP System from your telephone, allowing callers direct access into your mailbox. 3-6
CALLING YOUR MAILBOX To Store the Voice Mail I.D. Code to the Toshiba VP System from a STRATA DK Telephone: 1. Press the Intercom (INT) key. 2. Press 656. 3. Press 91. You will hear intercom dial tone. You will hear confirmation tone. The sequence "656" is the VP System identification code when Call Forward is set. This code does not forward calls to the VP System. Display telephones will show "656 I.D. CODE SET." 4. Enter your mailbox number. 5. Press the Redial key to store the data. You will hear confirmation tone. Display telephones will show "DATA PROGRAMMED." NOTES: 1. Steps 1 ~ 5 are required for initial storage of VM I.D. code to the VP System. Once programmed, these digits remain in memory until changed. To change the VM I.D. code, repeat steps 1 ~ 5. 2. In order for the # key to function properly while using the Toshiba VP System with a Toshiba STRATA system, the Speed Dial (REP, SDS) key and the Redial (RDL) key must be provided on your Toshiba proprietary telephone. To Forward Calls to the Toshiba VP System from a STRATA DK Telephone: 1. Press the desired Call Forward key on the telephone.... or... Press the INT key and enter the appropriate Call Forward access code. The Call Forward LED will flash, or you will hear confirmation tone. You will hear confirmation tone if an access code is dialed. Display telephones will show "CALL FORWARD TO." NOTE: Following is a list of Call Forward access codes for the STRATA DK Systems. 601 = Call Forward All Calls 602 = Call Forward Busy 603 = Call Forward No Answer 604 = Call Forward Busy No Answer 3-7
CALLING YOUR MAILBOX 2. Dial the VP System number. 3. Press the Call Forward (or the SPEAKER) key. See your System Administrator for the correct internal access number. (This is usually a hunt group number.) If an access code was dialed, confirmation tone will be heard. The Call Forward LED will light steadily. To Cancel Call Forward to the Toshiba VP System from a STRATA DK Telephone: 1. Press the appropriate Call Forward key.... or... Press the INT key, enter 601, and then press the SPEAKER key. The Call Forward LED will go off, or you will hear confirmation tone. Call Forward registration is canceled. Display telephones will show "CALL FORWARD TO." Dialing 6 01 and no station number will cancel any Call Forward type. To Cancel the Voice Mail I.D. Code to the Toshiba VP System from a STRATA DK Telephone: 1. Press the Intercom (INT) key. 2. Press 656. 3. Press the Redial key to complete the cancellation. 4. Press the SPEAKER key to complete the operation. 3-8 You will hear intercom dial tone. You will hear confirmation tone. Display telephones will show "656 ID CODE SET." Display telephones will show "DATA PROGRAMMED." The Voice Mail I.D. code is now canceled. STRATA e Release 2 Systems To direct forwarded calls to your mailbox and to ensure that callers receive your personal greeting, additional internal access digits must be programmed once from your telephone. These digits are called Voice Mail (VM) Identification (I.D.) code. Once programmed, this VM I.D. code will be automatically sent to the VP System whenever calls are forwarded to the VP System from your telephone, allowing callers direct access into your mailbox.
CALLING YOUR MAILBOX To Store the Voice Mail I.D. Code to the Toshiba VP System from a STRATA e Telephone: 1. Press the RDL key and then the REP key. Display telephones will show the "#" sign when the RDL key is pressed and the "*" sign when the REP key is pressed. NOTE: In order for the # key to function properly while using the Toshiba VP System with a Toshiba STRATA system, the Speed Dial (REP, SDS) key and the Redial (RDL) key must be provided on your Toshiba proprietary telephone. 2. Press 56. This is the VP System identification code when Call Forward is set. Display telephones will show "ID CODE SET." 3. Press 91. 4. Enter your mailbox number. 5. Press the RDL key to store the data. To Forward Calls to the Toshiba VP System from a STRATA e Telephone: 1. Press the Call Forward key on the telephone... or... Press the RDL key and then the REP key, and enter the Call Forward access code 01. 2. Dial the VP System number. 3. Press the Call Forward key or the RDL key. Display telephones will show the normal date/day/time display. The Call Forward LED will flash. Display telephones will show the "#" sign when the RDL key is pressed and the "*" sign when the REP key is pressed. When the access code is dialed, the display will show "CALL FORWARD TO." See your System Administrator for the correct internal access number. (This is usually a hunt group number.) The Call Forward LED will light steadily. Display telephones will show "FORWARD TO STXX." NOTES: 1. STRATAe products support an "ALL CALLS" forward condition only. 0 1is the "ALL CALLS" Call Forward feature access code. Refer to the STRATAe Release 2 Telephone User Guide for more information. 2. XX = STRATAe Station Number. 3-9
CALLING YOUR MAILBOX To Cancel Call Forward to the Toshiba VP System from a STRATA e Telephone: 1. Press the Call Forward key on the telephone... or... Press the RDL key and then the REP key, and enter the Call Forward access code 01. 2. Press the RDL key to complete the cancellation. The Call Forward LED will flash. Display telephones will show the "#" sign when the RDL key is pressed and the "*" sign when the REP key is pressed. When the access code is dialed, the display will show "CALL FORWARD TO." Call Forward registration is canceled. The "Call Forward" message will be cleared from the display area of display telephones. NOTE: STRATA e products support an "All Calls" cancellation condition only. Refer to the STRATA e Release 2 User Guide for more detailed information. To Cancel the Voice Mail I.D. Code to the Toshiba VP System from a STRATA e Telephone: 1. Press the RDL key and then the REP key. Display telephones will show the "#" sign when the RDL key is pressed and the "*" sign when the REP key is pressed. NOTE: In order for the # key to function properly while using the Toshiba VP System with a Toshiba STRATA system, the Speed Dial (REP, SDS) key and the Redial (RDL) key must be provided on your Toshiba proprietary telephone. 2. Press 5 6. 3. Press the RDL key to complete cancellation. The Voice Mail I.D. code is now canceled. MESSAGE RETRIEVAL PERCEPTION 4000 Systems PERCEPTION 4000 digital telephones (HDT2010S and HDT2020SD) provide message notification via the fixed MESSAGE key. The HDT2020SD provides an additional form of message notification via the Liquid Crystal Display (LCD) soft keys. 3-10