bcm voice messaging reference guide - version 1

Enterprise Edge Voice Messaging
Reference Guide
1-800-4 NORTELwww.nortelnetworks.com

© 1999 Nortel NetworksP0908524 Issue 01

Contents

Chapter 1 How to use this guide 7Introduction 7Conventions and symbols used in this guide 8Prerequisites 8

Chapter 2 Using Enterprise Edge Voice Messaging 9Introduction 9Enterprise Edge telephones 9

Enterprise Edge one line display telephones 9Enterprise Edge two line display telephones 10

Alternate extensions 10Enterprise Edge ATA 2 11Entering characters on the Enterprise Edge dialpad 11Enterprise Edge Voice Messaging voice prompts 12

Interrupting a voice prompt 12Automated Attendant 13Types of mailboxes 13

Personal mailbox 13Information mailbox 14Special mailboxes 14

Chapter 3 Setting up your mailbox 15Introduction 15Initializing your mailbox 15Opening your mailbox 17

Opening a mailbox after it is initialized 17Opening your mailbox remotely 17

Mailbox Password 18Changing your mailbox password 18

Company Directory 19Recording or changing your name in the Company Directory 19

Assigning a Target Attendant 20

Chapter 4 Feature codes and mailbox options 21Introduction 21Feature codes 21

Determining custom feature codes 23Programming a memory button with a feature code 24

Mailbox options 24Main Mailbox menu and options 25Mailbox Administration menu 25

P0908524 Issue 01 Enterprise Edge Voice Messaging Reference Guide

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Chapter 5 Greetings 27Introduction 27Types of mailbox greetings 27

Personal mailbox greetings 27Information mailbox greetings 29

Recording the Primary or the Alternate mailbox greeting 29Choosing the Primary or the Alternate mailbox greeting 31Recording a Personalized mailbox greeting 32Deleting a Personalized mailbox greeting 33Recording an Information mailbox greeting 34

Chapter 6 Accessing your messages 35Introduction 35Receiving calls 35Enterprise Edge Voice Messaging Never Full mailbox feature 35Listening to your mailbox messages 36

About erased messages 38Call Screening 39

Chapter 7 Sending messages 41Introduction 41Types of messages 41

Broadcast messages 41Personal messages 41

About recording and sending a message 42Using the Company Directory 42Message delivery options 44

Assigning message delivery options using the Open Mailbox featur45

Assigning message delivery options using the Leave Message feat46

Recording and sending a message using the Open Mailbox feature 4Recording and sending a message using the Leave Message feature Replying to messages 48

Replying to an internal message sender 48Replying to an external message sender 49

Sending a message to more than one recipient 49Sending a message using a Group List 49Copying a message to other recipients 50 Forwarding a copy of a message to one or more recipients 50

Enterprise Edge Voice Messaging Reference Guide P0908524 Issue 01

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Chapter 8 Call Forwarding your calls 51Introduction 51

Call Forwarding your calls to Enterprise Edge Voice Messaging 5Setting up Call Forward remotely 51Call Forward with Caller ID (CLID) 52

Chapter 9 Transferring calls 55Introduction 55Transferring calls to an Enterprise Edge Voice Messaging mailbox 55

Transferring a mailbox owner’s call to Enterprise Edge Voice Messaging 56

Transferring calls from your mailbox to the Operator 57Transferring calls from your mailbox to the Automated Attendant 57Transferring a call to Custom Call Routing (CCR) 57Outbound Transfer 58Adding special characters to the destination number 58

Optimizing Outbound Transfer 60Programming an Outbound Transfer telephone number when Enter

Edge Voice Messaging is behind PBX or Centrex+ 60Setting up Outbound Transfer to a phone number 61Setting up Outbound Transfer to an extension 61Changing the Outbound Transfer parameters 62Turning Outbound Transfer on and off 63

Chapter 10 Off-premise Message Notification 65Introduction 65About Off-premise Message Notification 65Setting up Off-premise Message Notification to a phone number 66Setting up Off-premise Message Notification to an extension 68

Setting up Off-premise Message Notification to a pager number 7Changing Off-premise Message Notification 72

Changing Off-premise Message Notification parameters 72Changing the destination type from a pager to a telephone or exten

74Changing the destination type from phone or extension to a pager

Setting up Off-premise Message Notification to more than one destina76

Deleting an Off-premise Message Notification destination number 78Inserting an Off-premise Message Notification destination number 79Turning Off-premise Message Notification on and off 80


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Chapter 11 Recording a call 81Introduction 81Using Call Record 81

Chapter 12 Enterprise Edge Voice Messaging Tips 83Introduction 83Enterprise Edge Voice Messaging Tips 83

Chapter 13 Troubleshooting 85Introduction 85

Appendix A: Default values and tone commands 89Default mailbox numbers for the General Delivery mailbox 89DTMF tone commands for setting up Off-premise Message Notifica

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Glossary 91

Index 97


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How to use this guide

IntroductionUse the Enterprise Edge Voice Messaging Reference Guide with the Enterprise Edge Voice Messaging Quick Reference Guide. The Enterprise Edge Voice Messaging Reference Guide gives you detailed information about using the Enterprise Edge Voice Messaging system.

This chapter describes:

• How the Enterprise Edge Voice Messaging Reference Guide is organized

• Conventions and symbols used in this guide

• Prerequisites

How the Enterprise Edge Voice Messaging Reference Guide is organized

The Enterprise Edge Voice Messaging Reference Guide contains the following chapters:

Chapter Description

1. How to use this guide Describes the contents and conventions of this guide

2. Using Enterprise Edge Voice Messaging Describes Enterprise Edge telephones, how Alternawork, Enterprise Edge ATA 2, entering characters on thEnterprise Edge dialpad, Enterprise Edge Voice Messaging voice prompts, the Automated Attendant, types of mailboxes and exiting Enterprise Edge Voice Messaging.

3. Setting up your mailbox Shows how to initialize and open your mailbox. Explapasswords, the Company Directory and Assigning a Target Attendant.

4. Feature codes and mailbox options Describes feature codes and mailbox options.

5. Greetings Describes Primary, Alternate, Personalized and Information mailbox greetings. Shows how to record anchoose greetings.

6. Accessing your messages Describes Receiving Calls, the Enterprise Edge VoMessaging Never Full mailbox feature, listening to yourmailbox messages, and Call Screening.

7. Sending messages Explains types of messages, using the Company Directory, message delivery options, recording and sending a message, replying to messages and how to sa message to more than one recipient.

8. Call Forwarding your calls Describes Call Forwarding your calls.

9. Transferring calls Describes transferring calls and Outbound Transfer.

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8 How to use this guide

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Conventions and symbols used in this guideThe following conventions and symbols are used for describing features and operation:

PrerequisitesIf you are a new user, make sure you are familiar with how to operate EnterpEdge single-line and two-line display telephones. Refer to Enterprise Edge telephones on page 9 and read the Enterprise Edge Telephone User Card that came with your telephone.

For more information about Enterprise Edge Voice Messaging, ask your SystAdministrator.

10. About Off-premise Message Notification Explains what Off-premise Message Notification is ashows how to set up and change Off-premise MessageNotification.

11. Recording a call Describes the Call Record feature.

12. Enterprise Edge Voice Messaging Tips Provides suggestions for the optimal use of EnterpEdge Voice Messaging.

13. Troubleshooting Provides helpful procedures for problems that might occur while operating Enterprise Edge Voice Messagin

Appendix A: Default values and tone commands

Provides a list of default values and tone commands.

Glossary Defines terms used in this guide.

Index Provides an alphabetical list of information contained ithis guide.

Convention Example Used for

Word is in a special font (shows top line of display)

Pswd: Command line prompts. Used on Enterprise Edge one line and two line display telephones.

Underlined word in capital letters (shows bottom line of a two-line display telephone)

PLAY Display button option. Available only on EnterpriseEdge two line display telephones. You can press the button directly below the option on the display to proceed.

Dialpad buttons £ Represents the buttons you press on the dialpad toselect a particular option.

Chapter Description


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Using Enterprise Edge Voice Messaging

IntroductionEnterprise Edge Voice Messaging works with the Enterprise Edge system to provide an automated receptionist service. Enterprise Edge Voice Messaginganswers incoming calls, routes them to extensions and mailboxes in the systemprovides message taking capability.

This chapter describes:

• Enterprise Edge telephones

• Alternate extensions

• Enterprise Edge ATA 2

• Entering characters on the Enterprise Edge dialpad

• Enterprise Edge Voice Messaging voice prompts

• Automated Attendant

• Types of mailboxes

Enterprise Edge telephones

Enterprise Edge one line display telephonesYou can use Enterprise Edge one line display telephones for most EnterpriseVoice Messaging sessions. If you are a using an Enterprise Edge one line distelephone, the display shows the Enterprise Edge Voice Messaging display command line. The Enterprise Edge one line display telephone does not shodisplay button options.

On an Enterprise Edge one line display telephone, all options are given immedby the voice prompts. You make selections using the dialpad only. You do not to wait for the voice prompt to complete the option list. You can interrupt the voprompt and make your selection immediately.

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10 Using Enterprise Edge Voice Messaging

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Enterprise Edge two line display telephonesEnterprise Edge two line display telephones show you Enterprise Edge VoiceMessaging commands and options. All system administration tasks, such as sup a Group List, require a two-line display telephone.

Enterprise Edge two line displays can show up to three display button optionstime. In cases where there are more options, wait for the voice prompt to statother available options. If you know the corresponding dialpad number for theoption you want, you can press it any time during the voice prompt.

Press • to return to the previous display prompt.

An example of the Enterprise Edge Voice Messaging two-line display is showthe following Enterprise Edge two line display illustration.

Enterprise Edge two line display

Alternate extensionsYou can have up to two Alternate extensions for your mailbox. If a caller dialsmain extension (an extension that has Alternate extensions assigned), the calonly at the main extension.

If the call is not answered and a message is left, a message indicator appearsmain extension and at the Alternate extension(s). You can access the messagthe Alternate extension(s) with ƒ·°⁄, the same way that you usuallyaccess messages from your main extension telephone.

If an Alternate extension is assigned to a telephone that has Caller ID (CLID)Display Caller enabled, CLID information displays and an audible tone occurs telephones when the call goes to Enterprise Edge Voice Messaging. (For information on enabling Display Caller refer to Call Forward with Caller ID (CLID) on page 52.) The message can be intercepted using the Interrupt Feature,ƒ·°‡, at all telephones as long as the caller is still leaving a message.

Pswd:OTHR RETRY OK

Display command lineDisplay button options

Display buttons


Using Enterprise Edge Voice Messaging 11

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Enterprise Edge ATA 2You can use a single-line Enterprise Edge telephone for most Enterprise EdgVoice Messaging sessions. However, you cannot use a single-line telephoneattached to an Enterprise Edge ATA 2 for Enterprise Edge Voice Messaging System Administration tasks.

There is no Message Waiting Notification when you are using an Enterprise EATA 2.

Although a single-line telephone does not have a feature button, you can accEnterprise Edge Voice Messaging features.

To access Enterprise Edge Voice Messaging features, such as the Leave Mefeature or the Open mailbox feature, call Enterprise Edge Voice Messaging afollow the voice prompts. You can determine the Enterprise Edge Voice Messaextension by pressing ƒ·°fi on an Enterprise Edge telephone.

You can also press:

• ˚•·°⁄ to open your mailbox

or

• ˚•·°‚ to leave a message, and follow the voice prompts.

Entering characters on the Enterprise Edge dialpadThe buttons on your Enterprise Edge telephone dialpad act as both numbersletters. Each button represents a number and also represents letters of the a

You can enter a maximum number of 16 characters on the command line of tEnterprise Edge dialpad. The display shows 16 characters at a time. The proremains on the display if you enter fewer than ten characters.

If you are entering information where the prompt and the information is fewer t16 characters, you can see both the prompt and the information you entered.

An example of a display with fewer than 16 characters, where the command prompt remains on the display is the Pswd command line prompt.

The prompt disappears for the following command line prompts:

• Name:

• Log:

• Dest ph:

Pswd:1111OTHR RETRY OK



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pad.

For instance, the following display shows the Name: command line prompt:

When you begin to enter the last name, the Name: command line prompt disappearsFor example, if you are entering the name Partridge, you press the dialpad b‡ for P, and the display drops the Name: prompt.

The command line prompt is still not shown on the display after you enter the ename, although the name is only nine characters.

Enterprise Edge Voice Messaging voice promptsAll Enterprise Edge telephones provide voice prompts.

The voice prompt tells you the dialpad button to press to use different EnterpEdge Voice Messaging options. Voice prompts provide the same options as dibuttons. Prompts also provide options that do not appear on the display. If yousing an Enterprise Edge two line display telephone, you can use either the dbutton or the dialpad button to access the option.

On an Enterprise Edge one line display telephone the voice prompt plays immediately. If you do not choose an option after five seconds, the voice promreplays the options. If you still do not choose an option, Enterprise Edge VoicMessaging ends the session.

On an Enterprise Edge two line display telephone the voice prompt plays aftefive-second delay. If you do not choose an option, Enterprise Edge Voice Messaging ends the session.

Interrupting a voice promptYou can interrupt a voice prompt by selecting any option on the display or dialYou can also interrupt a voice prompt by pressing £. You cannot interrupt a voiceprompt that is informing you of an error.

Name:RETRY BKSP OK

PRETRY BKSP OK

PARTRIDGERETRY BKSP OK


Using Enterprise Edge Voice Messaging 13

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Automated AttendantThe Automated Attendant acts as a receptionist for incoming calls. When enathe Automated Attendant answers your company’s incoming telephone lines depending on the time of day. If callers know which option they want, they cainterrupt the Automated Attendant by entering their selection on the dialpad oftone-dial telephone.

The Automated Attendant provides callers with voice prompt commands assocwith each of the following options:

• entering a mailbox number

• entering the extension

• using the Company Directory

• leaving a message

• reaching the Operator

• selecting an Alternate Language* (not a voice prompt)

* If your Enterprise Edge Voice Messaging system is installed with bilingual capabilities, the caller can press · to listen to the Automated Attendant in the Alternate Language.

When a caller selects an option, the Automated Attendant responds to the comeither by routing the call to an extension or mailbox within your company, or directing the caller to the Company Directory or the Operator.

The caller listens and then enters the option they want to use.

Types of mailboxesA mailbox is a storage place for messages. A Enterprise Edge Voice Messagsystem can have up to 1,000 mailboxes. There are three types of mailboxes:

• Personal

• Information

• Special

Most users have personal mailboxes.

Personal mailboxA personal mailbox is assigned by the System Administrator and is maintainethe mailbox owner. A personal mailbox can be a user or a guest mailbox.

User mailbox

A user mailbox can be assigned to each mailbox owner who has an operatingEnterprise Edge extension.



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Guest mailbox

Guest mailboxes provide temporary employees and guests with access to intmessaging and call routing features. Guest mailboxes do not have an operatextension. They are assigned a number that looks and works like an extensionallows the guest mailbox owner to access Enterprise Edge Voice Messaging same way a mailbox owner accesses their mailbox from another extension otelephone. If you need a guest mailbox, request one from the System Adminis

Information mailboxAn Information mailbox is designed to provide an informative message to a caThese mailboxes do not have an operating Enterprise Edge extension, and thecannot leave a message in them. A voice prompt provides a caller with accesInformation mailboxes. An Information mailbox is reached through the AutomaAttendant, Custom Call Routing (CCR) or the Operator. For more informationrefer to Information mailbox greetings on page 29.

Information mailboxes are created by the System Administrator, and are maintby either the System Administrator or a mailbox owner.

Special mailboxesSpecial mailboxes are set up automatically when the Enterprise Edge Voice Messaging system is initialized.

The Special mailboxes include:

• General Delivery mailbox

• System Administrator mailbox

General Delivery mailbox

The General Delivery mailbox is used:

• to collect messages from callers who use a rotary dial telephone

• for individuals in your company who do not have personal mailboxes

• for mailbox owners whose mailboxes are full. For more information, refer toEnterprise Edge Voice Messaging Never Full mailbox feature on page 35.

The receptionist or System Administrator sends messages left in the GeneraDelivery mailbox to the appropriate mailbox owner. For more information abothe General Delivery mailbox, refer to Default mailbox numbers for the General Delivery mailbox on page 89.

System Administrator mailbox

This mailbox is used by your System Administrator as a personal mailbox. Youleave messages for your company’s System Administrator in this mailbox.

Ask your System Administrator for the mailbox number.


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Setting up your mailbox

IntroductionThis chapter shows you how to set up your mailbox and describes the followitopics:

• Initializing your mailbox

• Opening your mailbox

• Mailbox Password

• Company Directory

• Assigning a Target Attendant

Initializing your mailboxInitializing your mailbox prepares your mailbox to receive messages. Your maicannot receive and store messages until it is initialized.

Initializing your mailbox involves:

• choosing a password from four to eight digits long that does not start with

• changing the Enterprise Edge Voice Messaging default password to your password

• recording your name in the Company Directory (refer to Recording or changing your name in the Company Directory on page 19)

To initialize your mailbox, follow the steps in Initializing and opening your mailboxfor the first time on page 16.

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Initializing and opening your mailbox for the first time

To initialize and open your mailbox for the first time:

After your mailbox is initialized, record your Personal mailbox greetings. If younot record any Personal greetings, your Company Directory name recording to callers who reach your mailbox.

1. Press ƒ·°⁄.

2. Press ‚‚‚‚ (the default password) and press OK or £.

Note: If you are at another Enterprise Edge set, presOTHR or • to access the Log: display prompt. From the Log: prompt, enter your mailbox number and password as a continuous numbeYour mailbox number is normally the same asyour extension. Your default password is ‚‚‚‚.

3. This display appears briefly to indicate that you mustchange your password.

4. Choose a password from four to eight digits long thadoes not start with zero. Enter your new mailbox password and press OK or £.

5. Enter your new mailbox password again and press OK or £.

6. At the tone, record your name in the Company Directory. Press OK to end your name. Press RETRY or ¤ to erase and re-record your name.

Note: Include your mailbox number in your Company Directory recording. For example “Paul Wayne, mailbox 5813”.

7. Press OK or £ to accept the recording. Press PLAY or ⁄ to listen to the recording. Press RETRY or ¤ to erase and re-record your name.

8. Press ® to end the session.

Pswd:OTHR RETRY OK

Must change pswd

Pswd:RETRY OK

Again:RETRY OK

Record name:RETRY OK

Accept name?RETRY PLAY OK

0 new 0 savedPLAY REC ADMIN


Setting up your mailbox 17

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Opening your mailboxYou can open your mailbox from:

• your own extension

• another Enterprise Edge Voice Messaging extension

• an outside telephone (as shown in Opening your mailbox remotely)

Opening a mailbox after it is initializedThis section describes how to open:

• your mailbox from your own telephone

• your mailbox from another Enterprise Edge extension

• a Guest mailbox

After a mailbox is initialized, follow these steps to open it:

Opening your mailbox remotelyIf you are calling your Enterprise Edge Voice Messaging mailbox from an outtelephone, press •• during your greeting to open your mailbox. At the voiceprompt, enter your mailbox number, password and press £. Follow the voice prompts.

1. Press ƒ·°⁄.

2. Enter your mailbox password and press OK or £.

Note: If you are at another Enterprise Edge extension, or if you are using a Guest mailboxpress OTHR or • to access the Log: display prompt. From the Log: prompt, enter your mailbox number and password as a continuounumber. Your mailbox number is normally thesame as your extension.

Pswd:OTHR RETRY OK



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Mailbox PasswordYour password is from four to eight digits long and cannot start with zero. Whyou initialize Enterprise Edge Voice Messaging, the default mailbox passwordfour zeros (0000). You are prompted to change this password.

It is recommended that you change your password every 30 days. By changingpassword regularly, you decrease the chance that someone will discover youpassword and gain access to your system.

Keep a written copy of your password in a safe place, and avoid giving it to yco-workers. Your mailbox password is used to keep your voice messages priand confidential. For security reasons, it is a good idea to choose an uncommpassword (not a predictable password like 1234 or 1111). If someone else knyour password, they can access your mailbox and listen to or delete your mesThey can also access your Enterprise Edge Voice Messaging system and usfraudulently or disrupt service.

Changing your mailbox passwordYou can change your mailbox password at any time. Remember to choose apassword from four to eight digits long that does not start with zero.

To change your password:

1. Press ƒ·°⁄ to open your mailbox.


3. Press ADMIN or °.

4. Press PSWD or ›.

5. Enter your new mailbox password and press OK or £.

6. Enter your new mailbox password again and press OK or £.


Pswd:OTHR RETRY OK


Mailbox adminGREET PSWD QUIT

Pswd:RETRY OK

Again:RETRY OK



Setting up your mailbox 19

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Company DirectoryThe Company Directory is a list of mailbox owners on the Enterprise Edge VoMessaging system. Before your mailbox can be used to receive messages, yorecord your name in the Company Directory. It is a good idea to include yourmailbox number in your Company Directory recording. For example “Paul Wayne, mailbox 5813”.

This establishes your “voice” name in a directory that is used by other EnterpEdge Voice Messaging users and outside callers who use the Company Dire

If you do not want your name in the Company Directory, ask your System Administrator. The Company Directory feature can be disabled by the SystemAdministrator. If you are unsure whether or not you have this feature, ask youSystem Administrator.

Recording or changing your name in the Company DirectoryNames included in the Company Directory can be changed at any time.

To change your name in the Company Directory:




4. Press ⁄.

Note: This is a voice prompt option. It does not appear as a display button option on a two-lindisplay telephone.

5. At the tone, record your name. Press OK or £ to end your recording. The recording of your name is automatically placed in the Company Directory.

6. Press OK or £ to accept your recording. Press PLAY or ⁄ to listen to the recording. Press RETRY or ¤ to erase and re-record your name in the Company Directory.


Pswd:OTHR RETRY OK



Record name:RETRY OK

Accept name?RETRY PLAY OK




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Assigning a Target AttendantThe person that you assign to answer your telephone is your Target Attendan

After you assign your Target Attendant, a caller who reaches your mailbox capress ‚ to speak with the Target Attendant. If the Target Attendant does not answer, the call goes to your mailbox. If your personal mailbox is not availablecall goes to the General Delivery mailbox.

Remember to tell callers in your greetings that if they need assistance they can‚ to speak to Target Attendant. For example, “Please press ‚to speak to my assistant.” The Target Attendant can be any valid extension. The default TargAttendant is the person assigned as the Enterprise Edge Voice Messaging Op

To assign your personal Target Attendant:




4. Press fi.

5. Press CHNG or ⁄ to change the Target Attendant. The Atdt ext:oper prompt indicates that the current Target Attendant is the Enterprise Edge Voice Messaging Operator.

6. Enter the extension number of your new Target Attendant. Press OPER or ‚ to change the Target Attendant back to the Enterprise Edge Voice Messaging Operator.

7. The Atdt ext:xxx prompt appears, where xxx represents the extension you entered. Press QUIT to accept the number of the Target Attendant. Press CHNG or ⁄ to change the Target Attendant.

Press ® to end the session.

Pswd:OTHR RETRY OK



Atdt ext: operCHNG QUIT

Ext:RETRY OPER

Atdt ext: <xxx>CHNG QUIT


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Feature codes and mailbox options

IntroductionThis chapter describes the Enterprise Edge Voice Messaging feature codes amailbox options, and includes the following topics:

• Feature codes

• Determining custom feature codes

• Programming a memory button with a feature code

• Mailbox options

Feature codesThe table Description of feature codes on page 23 explains the purpose of each Enterprise Edge Voice Messaging feature code.

Feature codes are assigned during installation. The feature codes in this guidthe default feature codes. If your company is using custom feature codes, youto find out what the custom feature codes are. To determine the Enterprise EVoice Messaging custom feature codes, refer to Determining custom feature code on page 23.

Once you know the feature codes that your company is using (default feature or custom feature codes), you can program the feature codes onto memory buFor information, refer to Programming a memory button with a feature code on page 24.

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22 Feature codes and mailbox options

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Note: When a caller leaving a message in a mailbox is interrupted, the part omessage that is recorded before the interruption remains in the mailboDelete this message. If Off-premise Message Notification is turned on,interrupted message causes Enterprise Edge Voice Messaging to callOff-premise Message Notification number immediately. For informationOff-premise Message Notification, refer to About Off-premise Message Notification on page 65.If Outbound Transfer is turned on, you cannot interrupt the call unless interrupt it before the caller transfers to your Outbound Transfer destinanumber by pressing ‡. For information on Outbound Transfer, refer to Outbound Transfer on page 58.

Feature Code Name Default feature code Description

Leave Message ƒ·°‚ Leaves a message in a mailbox. No passworis required.

Open Mailbox ƒ·°⁄ Opens your Personal mailbox to listen to youmessages and access Enterprise Edge VoicMessaging options. Your personal passwordis required.

Operator Status ƒ·°¤ Not a user feature. Used by the System Administrator, receptionist, or Operator to sethe Operator Status.

Call Forward to Enterprise Edge Voice Messaging

ƒ·°› Forwards incoming calls to Enterprise Edge Voice Messaging.

Enterprise Edge Voice Messaging extension

ƒ·°fi Determines the Enterprise Edge Voice Messagingextension. You need to know whathe Enterprise Edge Voice Messagingextension is when you forward your extension to Enterprise Edge Voice Messaging.

Transfer ƒ·°fl Transfers calls to a mailbox.

Interrupt ƒ·°‡ Interrupts Enterprise Edge Voice Messagingwhen a caller is listening to your personal mailbox greeting or leaving a message. Thisallows you to speak with a caller who has reached your mailbox. (Refer to the Note thafollows this table.)

Call Record ƒ·°· Records a telephone call from your Enterprise Edge telephone. The resulting message is left in your mailbox.


Feature codes and mailbox options 23

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Determining custom feature codesIf your company is using custom feature codes, find out what the custom featcodes are. To determine the Enterprise Edge Voice Messaging custom featucodes, use an Enterprise Edge two line display telephone.

To determine the Enterprise Edge Voice Messaging feature codes:

After you have determined the custom feature codes, make sure that you recocustom feature codes in the appropriate column.

Table 1 Description of feature codes

1. Press ƒ·•⁄.

2. The name and numerical code of the first feature, theLeave Message feature, is shown on the display. Thexx represents a number between 00 and 99. Record custom feature code for the Leave Message feature the appropriate column in the table Description of feature codes on page 23. Press NEXT.

3. The display shows the name and numerical code of tOpen Mailbox feature. Record the feature code for thOpen Mailbox feature in the appropriate column in thtable Description of feature codes on page 23. Press NEXT.

4. Continue pressing NEXT to show all of the Enterprise Edge Voice Messaging feature codes and record thein the appropriate column in the table Description of feature codes on page 23.

5. This display is shown when you reach the last Enterprise Edge Voice Messaging feature code, the Interrupt feature code. Press QUIT or ® to end the session.

Feature Code name Default feature code Custom feature code

Leave Message ƒ·°‚ ƒ· ___ ___

Open Mailbox ƒ·°⁄ ƒ· ___ ___

Operator Status ƒ·°¤ ƒ· ___ ___

Call Forward to Enterprise Edge Voice Messaging

ƒ·°› ƒ· ___ ___

Transfer ƒ·°fl ƒ· ___ ___

Interrupt ƒ·°‡ ƒ· ___ ___

Record Call ƒ·°· ƒ· ___ ___

Leave msg: F9xx NEXT

Open mbox: F9xx NEXT

Interrupt: F9xx QUIT



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Programming a memory button with a feature codeEach Enterprise Edge Voice Messaging feature code can be programmed to amemory button.

To program a memory button:

Use one of the paper labels that came with your Enterprise Edge telephone tidentify the programmed button. To use the feature, press the labeled button.

Mailbox optionsTo access the main mailbox menu, refer to the table Main Mailbox menu and options on page 25. The main mailbox menu options are described in the table Main Mailbox Options on page 25.

To access the mailbox administration menu, refer to Mailbox Administration menu on page 25. The mailbox administration options are described in the table Mailbox Administration Options on page 26.

1. Do not lift your handset. Press ƒ•‹.

2. The transient display displays Program Features.

3. Press a programmable button.

4. Press ƒ.

5. Enter the feature code number you want to program.For example, enter ·°‚ to program the Leave Message feature code. For a list of frequently used feature codes, refer to the table Description of feature codes on page 23.

The display shows that the button has been programmed.

Repeat steps 1 to 5 for each Enterprise Edge Voice Messaging feature code you want to program.

Program Features

Press a buttonQUIT

Feature code:QUIT

F_QUIT CLEAR

Programmed


Feature codes and mailbox options 25

Main Mailbox menu and optionsTo access the main mailbox menu:

Table 2 Main Mailbox Options

Mailbox Administration menuTo access the Mailbox Administration menu:



3. The main mailbox menu options appear. Choose oneof the options shown in the table below.

Display Button

Button Task Description Found on Page

PLAY ¤ Listening to your mailbox messages (new messages). 36

REC ‹ Replying to messages. 48

-- fl Listening to your mailbox messages (saved messages). 36

ADMIN ° To change mailbox options. Refer to the Mailbox Administration menu.

25

-- ‚ To talk to an operator if an operator is available. --

-- £ About the Automated Attendant. 13




4. Choose one of the options shown in the table Mailbox Administration Options on page 26.

Pswd:OTHR RETRY OK


Pswd:OTHR RETRY OK





Table 3 Mailbox Administration Options

Display Button

Button Task Description Found on Page

-- ⁄ Recording or changing your name in the Company Directory.

19

GREET ¤ Choosing the Primary or the Alternate mailbox greeting.

31

PSWD › Changing your mailbox password. 18

-- fi Assigning a Target Attendant. The Target Attendant answers the call if a caller presses 0 during the call. The Target Attendant overrides the Designated Operator.

20

-- fl About Off-premise Message Notification. 65

-- ° Outbound Transfer. 58

QUIT • Quitting the Mailbox Administration menu and returning to the Main menu.


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Greetings

IntroductionThis chapter describes the mailbox greetings and how to record them. This chincludes:

• Types of mailbox greetings

• Recording the Primary or the Alternate mailbox greeting

• Choosing the Primary or the Alternate mailbox greeting

• Recording a Personalized mailbox greeting

• Deleting a Personalized mailbox greeting

• Recording an Information mailbox greeting

Types of mailbox greetingsThe two types of greetings are:

• Personal mailbox greetings (which include Primary, Alternate, and Personalized greetings)

• Information mailbox greetings

Personal mailbox greetingsPersonal mailbox greetings play to callers who reach your mailbox. Greetingsinform callers that they have reached the correct mailbox and give callers anynecessary information or instructions. You can change the greetings at any ti

After you initialize your mailbox, you can record your greetings. If you do not record any Personal greetings, your Company Directory name recording playcallers who reach your mailbox. Refer to Recording or changing your name in thCompany Directory on page 19.

There are three types of Personal mailbox greetings: Primary, Alternate and Personalized.

Recording technique for personal mailbox greetings

When you record your Personal greetings, remember to speak clearly and at that is easy to understand. After you record a greeting, you can replay it beforaccept it. You can record or change a greeting from any Enterprise Edge telepor, if you are away from the office, from any touch tone phone. When you recogreeting, do not use the Handsfree feature. You have better results if you spedirectly into the handset.

5


28 Greetings

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Primary mailbox greeting

Record your Primary mailbox greeting for everyday use. In this greeting incluyour name and a brief message explaining to callers that you are unable to atheir calls. For example:

“Hi. This is Paul Wayne. I’m not able to take your call right now. Please leavea message at the tone and I will return your call as soon as possible.”

If you are a new mailbox owner, record your Primary mailbox greeting immediately.

Alternate mailbox greeting

The Alternate mailbox greeting is normally used for special circumstances. Fexample:

“Hi. This is Paul Wayne. I am out of the office until Thursday, the 17th of December. Although I am out of the office, I do check my mailbox daily. Plealeave me a message at the tone and I will return your call as soon as possible. Tyou.”

After it is recorded, you must choose which greeting you want Enterprise EdgVoice Messaging to play. You can change the selection at any time, and as ofneeded.

Personalized mailbox greeting

Personalized mailbox greetings are available only if your company subscribes Caller ID (CLID) service from your local telephone company. For more information about CLID, ask your System Administrator.

A Personalized mailbox greeting plays to callers based on the caller’s phone number. Enterprise Edge Voice Messaging recognizes the assigned incominphone number and plays the Personalized mailbox greeting. For example:

“Hi Susan. I may have missed your call, but I don’t want to miss meeting youlunch. See you at noon.”


Greetings 29

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ion lbox.

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Information mailbox greetingsInformation mailboxes greetings provide messages and announcements to cA caller is automatically disconnected after listening to an Information mailbogreeting. Information mailboxes can be used to:

• announce sales

• provide product lists

• announce special events

For example:

“Paddy’s Dance Studio proudly presents an extravaganza of dance. The entertainment begins at 8:00 p.m. on the fourth of July. Toddlers tap is in the WRoom. Folk dance is in the Green Room. Classical ballet is in the Pink RoomContemporary jazz is in the Blue Room. The Studio and Recital Rooms are loat 222 Main Street.”

Make Information mailboxes easy for a caller to find. Do this by using your company Operator or the Automated Attendant Company greetings to route tcaller. For details about Information mailboxes, ask your System Administrato

Information mailboxes are different from Custom Call Routing (CCR) InformatMailboxes. Callers must use the CCR Tree to access a CCR Information maiFor more information about CCR Information Mailboxes, ask your System Administrator.

Recording the Primary or the Alternate mailbox greetingThis procedure shows you how to record your Primary or Alternate mailbox greetings. To start using Enterprise Edge Voice Messaging, only a Primary magreeting is necessary. If you do not record any Personal mailbox greetings, yCompany Directory name recording plays to callers who reach your mailbox.

If you record both Primary and Alternate mailbox greetings, you must choose wgreeting plays. If you do not choose a greeting, the Primary mailbox greetingautomatically plays. For information on how to choose a greeting, refer to Choosing the Primary or the Alternate mailbox greeting on page 31.


30 Greetings

,

t

To record your Primary or Alternate mailbox greeting:



Note: If you record a mailbox greeting from a telephone that has not been assigned to your Personal mailbox, press OTHR. The display shows the Log: prompt. When this prompt appears, enter your mailbox number and password.If you are using a single-line display telephonepress • at the Pswd: prompt to show the Log: prompt.


4. Press GREET or ¤.

5. Press REC or ⁄.

6. Press PRIME or ⁄ to record the Primary mailbox greeting. Press ALT or ¤ to record the Alternate mailbox greeting.

Note: If you are changing your greeting, your currenrecorded Primary mailbox greeting begins to play.

7. Press YES or ⁄ and record your greeting at the tone.

8. Press OK or £ to end your recording.

9. Press OK or £ to accept the greeting. Press PLAY or ⁄ to listen to the greeting. Press RETRY or ¤ to erase and re-record the greeting.

10. Press ® to end this session.

Pswd:OTHR RETRY OK


Mailbox admin GREET PSWD QUIT

Greeting options REC CHOOSE CFWD

Greeting: PRIME ALT PERS

Record new?YES NO QUIT

Record greeting: RETRY OK

Accept greeting? RETRY PLAY OK

Mailbox admin GREET PSWD QUIT


Greetings 31

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box

mpt

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Choosing the Primary or the Alternate mailbox greeting

Primary mailbox greeting

You record a Primary mailbox greeting after initializing your mailbox. If you recoa Primary and an Alternate mailbox greeting, you need to choose which greeplays. If you do not choose a greeting, the Primary mailbox greeting plays automatically.

Alternate mailbox greeting

If you choose the Alternate mailbox greeting, you are asked whether the mailaccepts messages. If you choose Y (yes) your mailbox receives messages in the normal way.

If you choose N (no) the following occurs:

• messages cannot be left in the mailbox

• the Alternate mailbox greeting takes precedence over all other greetings

• if a caller presses a button to cut the message short, they hear a voice prothat says this is a special greeting

• if a caller presses a button to send a fax, the fax goes to the general delivmailbox (not your personal mailbox)

If you choose the Alternate mailbox greeting, remember to change back to thPrimary mailbox greeting at the appropriate time.

To choose a Primary or Alternate mailbox greeting:





5. Press CHOOSE or ¤ to choose a greeting.

6. Press PRIME or ⁄ to choose the Primary mailbox greeting. Press ALT or ¤ to choose the Alternate mailbox greeting.

Note: If you choose the Alternate mailbox greeting, go to step 7. If you choose the Primary mailbogreeting, go to step 8.

Pswd:OTHR RETRY OK



Greeting optionsREC CHOOSE CFWD

Use greeting:PRIME ALT QUIT


32 Greetings

back

ng a tem ing eting actly.

can

osen

e

Note: If you have chosen a greeting that is not yet recorded, you are transferredto the greeting options menu to record the greeting.

Recording a Personalized mailbox greetingIf your company subscribes to a CLID service, you have the option of recordiPersonalized mailbox greeting. For more information about CLID, ask your SysAdministrator. The Personalized mailbox greeting plays only for a person callfrom the phone number that you designate. For the Personalized mailbox greto play, the phone number you enter must match the caller’s phone number ex

You can record up to three Personalized mailbox greetings, but each greetingbe assigned to only one phone number.

Note: Personalized mailbox greetings do not play if you have recorded and chthe Alternate mailbox greeting. The Alternate mailbox greeting takes precedence over all other greetings.

To record a Personalized mailbox greeting:

7. If you choose the Alternate mailbox greeting, you areasked whether the mailbox accepts messages. PressCHNG to toggle from yes to no. If you choose Y (yes) then the mailbox can receive messages. If you choosN (no) messages cannot be left in the mailbox. PressOK.







6. Press PERS or ‹ to record a Personalized mailbox greeting.

7. Enter a Personalized greeting number of 1, 2, or 3.

Accept msgs:YCHNG OK


Pswd:OTHR RETRY OK




Greeting:PRIME ALT PERS

Greeting:RETRY OK


Greetings 33

x eting.

h .

Deleting a Personalized mailbox greetingIf you program Enterprise Edge Voice Messaging with a Personalized mailbogreeting that you no longer need, you can delete the Personalized mailbox gre

To delete a Personalized mailbox greeting:

8. Press CHNG or ⁄.

9. Enter the phone number (maximum 10 digits) to whicyou are assigning the Personalized mailbox greetingPress OK or £ to accept the phone number.

10. At the tone, record the greeting. Press OK or £ to end the recording.

11. Press OK or £ to accept the recording. Press PLAY or ⁄ to listen to the recording. Press RETRY or ¤ to erase and re-record the greeting.

12. To record another Personalized mailbox greeting, repeat steps 5 to 11. Press ® to end the session.






6. Press PERS or ‹ to choose a Personalized mailbox greeting.

7. Enter the Personalized greeting number (1, 2, or 3) that you want to delete.

8. Press DEL or ¤ to delete the greeting.

Press ® to end the session.

Ph: <none> CHNG OK

Ph: RETRY OK

Record greeting:RETRY OK

Accept greeting?RETRY PLAY OK

Pswd:OTHR RETRY OK




Greeting:PRIME ALT PERS

Greeting:RETRY OK

Ph: XXXXXXXCHNG DEL OK


34 Greetings

t the times re

you you

ox

Recording an Information mailbox greetingBefore you record your Information mailbox greeting, you must determine whagreeting includes. As you prepare your greeting, be sure to include important and dates. Write the greeting down and practice reading it aloud. When you aconfident the greeting includes everything you want it to, record the greeting. Ifare using a Enterprise Edge Voice Messaging system with bilingual capability,must record the Information mailbox greeting in both languages.

An Information mailbox greeting can be either a Primary or an Alternate mailbgreeting. Perform the steps in Recording the Primary or the Alternate mailbox greeting on page 29 to record an Information mailbox greeting.


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Accessing your messages

IntroductionThis chapter describes accessing your messages and explains the following rtopics:

• Receiving calls

• Enterprise Edge Voice Messaging Never Full mailbox feature

• Listening to your mailbox messages

• Call Screening

Receiving callsEnterprise Edge Voice Messaging can be used by any outside caller and by omailbox owners in your company. When you are away from the office, you canEnterprise Edge Voice Messaging with any touch tone phone. When you are office, you can use Enterprise Edge Voice Messaging from any Enterprise Edtelephone connected to your company’s Enterprise Edge Voice Messaging sy

Even outside callers using a rotary dial telephone are able to use Enterprise Voice Messaging. When a caller uses Enterprise Edge Voice Messaging fromrotary dial telephone, the system transfers the call to your company receptionthe Operator. If a receptionist or the Operator is not available to answer the cacall transfers to the General Delivery mailbox.

Enterprise Edge Voice Messaging Never Full mailbox featureThe Never Full mailbox feature lets external callers leave a message in your mailbox, even if the mailbox is technically “full”. The message is stored in youmailbox, but cannot be accessed until you delete at least one existing messaallow space for the new message. If you attempt to listen to any new messagbefore deleting an existing message, you hear this voice announcement:

“Your mailbox is full. You must erase some messages before you can listen tmessages.”

You are not able to leave a message in another mailbox, create a new messaCopy, Send, or Reply to a message, until you delete at least one existing me

The Never Full mailbox feature is not available to internal callers. Internal calcannot leave messages in mailboxes that are technically “full”.

6


36 Accessing your messages

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Listening to your mailbox messagesTo listen to your messages:

A number of options are available to you during and after listening to a messaThe table Listening to your mailbox messages shows the options and when they aravailable.



3. Press PLAY to listen to your messages. For options, refer to the table Listening to your mailbox messages.


Listening to your mailbox messages

Option Button Available while listening to a message

Available after listening to a message

Description

Backup ⁄or

< <<

X Rewinds the message nine seconds and resumeplaying it from that point.

Copy fiorCOPY

X X Sends a copy of the message to one or more mailboxes. When you record the introduction to the forwarded message, the introduction must bemore than three seconds long.

End of Message

‹‹or

> >> > >>

X Skips to the end of the message.

Envelope ‡ X X Plays the information in the message envelope. Envelope information includes the date and timethe message was sent and, if the message was internal, the directory name of the sender. This option is not shown on the display.

Erase °orERASE

X X Deletes the message currently being played or, ino messages are playing, deletes the message jplayed. Deleted messages remain in your mailbountil the session is ended. (Refer to Notes 1. and2.)

Forward ‹or

> >>

X Advances the message nine seconds and continues playing from that point. A message cabe forwarded as many times as required.

Pswd:OTHR RETRY OK



Accessing your messages 37

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Next flor

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X X Plays the next message in your mailbox. If used while a message is playing, it stops playing the current message and plays the next message inyour mailbox. This option is not shown on the display.

Pause/Continue

¤or STOP/PLAY

X Stops a message temporarily. When you stop thmessage, you have the option to play the previoumessage, continue playing the current messageor skip to the next message.

Previous › X X Stops playing the current message and begins playing the previous message. This option is notshown on the display.

Quit • X Stops playing the message and plays the Mailbomain menu options.

Replay ⁄⁄

or

< << < <<

X Goes back to the beginning of the message andplays the message again.

Replay ⁄ X Replays the last message. This option is not shown on the display.

Reply ·or

REPLY

X X Replies to a message. (Refer to Note 3.)

The reply can be either:

- a message to an internal sender’s mailbox

- a telephone call to an internal or external party (Refer to Note 4.)

Save Message

‡‡orSAVE

X Saves the message being played. (If you do not delete a message, it is automatically saved). Thioption is not shown on the display unless you erase a message. If you erase a message, and pthe message again, you are given the option to press SAVE on an Enterprise Edge two line display telephone. (Refer to Note 2.)

Volume Control

• X Adjusts the volume of the message that is playing. The volume increases each time you press •. After four consecutive presses, the volume returns to the lowest level. This option isnot shown on the display.

Listening to your mailbox messages

Option Button Available while listening to a message

Available after listening to a message

Description



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Notes:

1. Because your mailbox has limited message storage space, delete any meyou no longer need. After a certain time period, your saved messages maerased automatically. Ask your System Administrator about this.

2. You can retrieve a deleted message only if you have not quit the session which you deleted it. Locate the deleted message. Then play (press ⁄⁄) and save (press ‡‡ or SAVE) the message. For further information about retrieving deleted messages refer to About erased messages.

3. Applies only if the Reply feature is enabled.

4. You can reply to an outside caller by dialing them back if your company subscribes to Caller ID (CLID) service. For further information about replyto an outside caller refer to Replying to an external message sender on page 49.

About erased messagesAfter listening to your messages and exiting Enterprise Edge Voice Messaginmessages that you do not erase are automatically saved. Since message stospace is limited, we recommend that you erase messages that are no longer

You can retrieve an erased message if you are still in the Enterprise Edge VoMessaging session. An erased message remains in your mailbox until you encurrent Enterprise Edge Voice Messaging session.

After you erase a new or saved message, the number of new or saved messshown on the display is decreased by one. Even though the display may show0 new 0 saved, you can still play and retrieve your erased messages. Press PLAY or ¤ to listen to your erased message. Refer to the table Listening to your mailbox message on page 36.

After you play your erased message, you are given the option to save it. If youthe current session without saving the erased message, it is permanently delfrom Enterprise Edge Voice Messaging.


Accessing your messages 39

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use

Call Screening Call Screening lets you determine who is calling before you accept the call. Itapplies only to external calls transferred from the Automated Attendant or froCustom Call Routing (CCR). See your System Administrator for information oCCR.

Call Screening is useful in the following circumstances:

• if CLID is not available

• if CLID is not a reliable indication of the caller identity

• if your Enterprise Edge telephone does not have display capabilities

The System Administrator enables the Call Screening feature for your EnterpEdge Voice Messaging system.

If Call Screening is unavailable, the call transfers immediately for the followintypes of calls:

• internal calls

• external calls placed directly to your phone number

• external calls for which you have established a Personalized greeting

How to use Call Screening

To use the Call Screening feature:

1. You receive an external call that is transferred from the Automated Attendor from Custom Call Routing (CCR).

2. Enterprise Edge Voice Messaging announces the caller’s name to you. Ifcaller chooses not to record their name, the voice prompt says, “Unknown caller.”

3. You have the option of accepting the call or having the caller leave a mesin your Enterprise Edge Voice Messaging mailbox:

• press ANS or ⁄ to accept the call

• press QUIT or • to transfer the call to your Enterprise Edge Voice Messagmailbox (and the caller is informed that you are not available).

If Call Screening is enabled, Enterprise Edge Voice Messaging asks the callerecord their name after the tone. (If the caller presses • when they are asked to record their name, the call goes back to the Automated Attendant.) The caller a hold tone while they wait. If you do not answer, the caller is informed that younot available, and the call transfers to your mailbox.

Since some callers may not like recording their name and waiting for service,this feature with discretion.


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Sending messages

IntroductionThis chapter describes sending messages and explains the following topics:

• Types of messages

• About recording and sending a message

• Using the Company Directory

• Message delivery options

• Recording and sending a message using the Open Mailbox feature

• Recording and sending a message using the Leave Message feature

• Replying to messages

• Sending a message to more than one recipient

Types of messagesThere are two types of messages, Broadcast messages and Personal messa

Broadcast messagesThere might be times when you open your Personal mailbox and a message immediately. This is a Broadcast message left by your System Administrator. type of message can be sent only by your System Administrator. Make sure ylisten to the entire message. After it plays, the message is automatically eraseyour mailbox.

Personal messages

Sending personal messages to a mailbox

To send a message, refer to About recording and sending a message on page 42. To send a message when you do not know the person’s mailbox number, use thCompany Directory. Refer to Using the Company Directory on page 42.

Personal messages addressed to a Group List

You can send a message to a group of people by addressing a message to aList. For more information, refer to Sending a message using a Group List on page 49.

7


42 Sending messages

enter e

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About recording and sending a messageMessages can be recorded and sent using:

• the Open Mailbox feature (ƒ·°⁄)

• the Leave Message feature (ƒ·°‚)

When you use the Open Mailbox feature, you open your personal mailbox andyour password. Then you record your message and enter the extension of thmessage recipient.

The Leave Message feature prompts you to enter the extension of the messarecipient immediately. Then you record your message. No password is requirbecause you do not open a mailbox.

Both features allow you to:

• use the Company Directory (refer to Using the Company Directory)

• assign message delivery options (refer to Message delivery options on page 44)

• send a message to more than one recipient (refer to Sending a message to morthan one recipient on page 49).

Using the Company DirectoryYou can find any initialized mailbox by searching the Company Directory. UseCompany Directory if you do not know the mailbox number of someone you wto send a message to. You can access the Company Directory if:

• the display shows DIR

• the voice prompt announces, “Press £ to use the Directory.”

• you are prompted to choose a mailbox

The Company Directory option is available from both the Open Mailbox featuand the Leave Message feature.


Sending messages 43

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al

To access the Company Directory using the Leave Message feature:

1. Press DIR or £ to use the Company Directory.

2. Use the dialpad buttons associated with the first threor four letters of the mailbox owner’s name to locate and select the person’s mailbox. (Enter the last namefirst name or both names depending on how your system is set up. This display shows an example of aprompt for a mailbox owner’s last name.) You do notneed to enter a comma. Press OK or £.

For example, to enter the letters “Wayn” press·¤·fl. If the mailbox owner has fewer than four letters in their last name, press the buttons the dialpad to spell out the entire last name, and presOK or £. For more information, refer to Entering characters on the Enterprise Edge dialpad on page 11.

3. In this example, the name of the mailbox owner, PauWayne appears on the display and is announced. Toaccept the mailbox owner, press OK or £.

If you do not want the person who is shown, press NEXT or ⁄ to see the next matching name.

4. The greeting of the mailbox owner plays. If the mailbox owner you selected does not have a Persongreeting recorded and selected, you hear their Company Directory recording.

Mbox:DIR QUIT

Last name: OK

Wayne, Paul RETRY NEXT OK

Wayne, Paul


44 Sending messages

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Message delivery optionsEnterprise Edge Voice Messaging provides you with five possible message deoptions:

• Normal

• Certified

• Urgent

• Private

• Timed Delivery

Normal, Certified, and Private messages play in the order they are received. Umessages play before other messages left in the mailbox, except for Broadcamessages. (Refer to Broadcast messages on page 41.) The Certified and Timed delivery options are available only if you call from a telephone that has a maiassociated with it. Messages sent with the Timed delivery option are played atime that you specify.

If you use the Timed delivery option, you first enter the time, including a.m. or pYou are then prompted to accept or change the date, which defaults to todaytomorrow, and you can accept the date that corresponds to the next occurrenthe specified time. Dates are shown by month and day, and the year is inferrethe month and day are earlier than the current date, the next year is assumedthe specified time and date occurs, the message is sent. You cannot cancel tmessage prior to delivery.

Option Display Button Button Description

Send SEND £ or ® Sends a message with Normal delivery option.

Certified CERT ⁄ Sends you notification that your message has been received and played.

Urgent URGENT ¤ Plays messages marked Urgent before other messages left in the mailbox. Urgent messages are preceded by the voice prompt, “This message is urgent”.

Other OTHR Accesses the Private and Timed delivery options. If PRIV appears instead of OTHR, the Timed delivery option is not available.

Private PRIV ‹ Private messages cannot be forwarded to another mailbox.

Timed TIME › Allows you to assign the time that the message is received.


Sending messages 45

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g

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ds

Assigning message delivery options using the Open Mailbox featureTo assign message delivery options using the Open Mailbox feature:

1. Press CERT or ⁄ to assign the Certified delivery option. Press URGENT or ¤ to assign the Urgent delivery option. Press OTHR to assign the Private or Timed delivery options. If PRIV appears instead of OTHR, the Timed delivery option is not available.

Note: The OTHR display button is not available or required for single-line display telephones. You can access the Private and Timed Delivery options by pressing the dialpad buttons on either a two-line or a single-line display telephone.

2. Press PRIV or ‹ to send a message with a Private delivery option. If you press PRIV or ‹, go to step 7. If you want to send a message with the Timed deliveroption press TIME or ›. If you press TIME or ›, continue with step 3.

3. Enter the time that you want to send a message usinthe Timed delivery option.

Note: This is a four digit field. Any single-digit hour or minute must be preceded by a zero. For example, enter 0800 for eight o’clock.

4. Press AM or ⁄ or PM or ¤.

5. Press OK or £ to accept the time you entered or presRETRY or • to change the time.

6. Press CHNG or ⁄ to change the date shown to a different date. Press NXTDAY to change the date to the next day (the day after the date that is shown). PressOK or £ to accept the date shown, which defaults to today or tomorrow, and select the one that corresponto the next occurrence of the specified time.

7. Press SEND or £ to send this message now. Press • to cancel all delivery options.

Press ® to end this session.

Delivery options CERT URGENT OTHR

Delivery options PRIV TIME

Time hhmm:RETRY

hh:mm RETRY AM PM

hh:mm am/pmRETRY OK

Tu mm ddCHNG NXTDAY OK

Wayne, PaulOPTS CC SEND


46 Sending messages

e

s

.

u

Assigning message delivery options using the Leave Message featureTo assign message delivery options using the Leave Message feature:

Recording and sending a message using the Open Mailbox featureTo record and send a message using the Open Mailbox feature:

1. Press ƒ·°‚.

2. Enter the mailbox number or Group List number of thperson or Group you want to leave a message for. If you do not know the mailbox number, press DIR or £ to use the Company Directory.

3. At the sound of the tone, record your message. PresPAUSE or ¤ to pause during your recording. When you pause, press CONT or ¤ to continue recording your message. Press OK or £ to end your recording. Press RETRY to erase and re-record your message.

4. Press PLAY or ⁄ to listen to your message before sending it. Press RETRY or ¤ to erase and re-record your message. Press ‹ to access delivery options. Press SEND or £ to send your message now.



3. Press REC or ‹ and record your message at the tone

4. Record your message. Press PAUSE or ¤ while recording your message to stop temporarily. When yowish to resume recording, press CONT or ¤ to continue recording your message. Press OK or £ to end your recording. Press RETRY to erase and re-record your message.

5. Press OK or £ to accept your message. Press PLAY or ⁄ to listen to your message. Press RETRY or ¤ to erase and re-record your message.

Mbox:DIR QUIT

Record message:RETRY PAUSE OK

Message options:RETRY PLAY SEND

Pswd:OTHR RETRY OK



Accept rec?RETRY PLAY OK


Sending messages 47

e

e

s

Recording and sending a message using the Leave Message featureTo record and send a message using the Leave Message feature:


7. Press SEND or £ to send the message now with the Normal delivery option. Press OPTS or ‹ for delivery options. Press CC or › to send this message to more than one mailbox owner, with one set of delivery options applied to all recipients.

Note: The display shows the name of the mailbox owner or Group (in this example, mailbox owner Paul Wayne).

Press ® to end this session.

1. Press ƒ·°‚.


3. At the sound of the tone, record your message. PresOK or £ to end your message.

4. Press SEND or £ or replace the receiver to send the message using the Normal Delivery Option. Press PLAY or ⁄ to listen to your message. Press RETRY or ¤ to erase and re-record your message. Press ‹ to change the Delivery Options.

Mbox:DIR QUIT

Wayne, Paul OPTS CC SEND


Mbox:DIR QUIT


Message options:RETRY PLAY SEND


48 Sending messages

. To bscribe

se

Replying to messagesYou can reply to internal message senders and to external message sendersreply to a message from an external message sender, your company must suto Caller ID (CLID).

Replying to an internal message senderYou can reply to a message from an internal message sender by:

1. Using the CALL option. If you select CALL, you are immediately transferred tothe internal message sender’s extension. You must have an initialized Enterprise Edge Voice Messaging mailbox and an operating directory to uthe CALL option.

2. Using the MSG option. If you select the MSG option, begin recording your replyat the tone.

To reply to an internal message sender:



3. Press PLAY or ¤.

4. After you have listened to your message, press REPLY or ·.

5. Press CALL or ¤ to call the message senderorpress MSG or ⁄ to record and send a reply.(Refer to Recording and sending a message using theOpen Mailbox feature on page 46.)

Pswd:OTHR RETRY OK


End of messageREPLY ERASE NEXT

Reply to msgMSG CALL QUIT


Sending messages 49

ny e.

a e. If of the

for

List.

tory

Replying to an external message senderYou can reply to a message from an external message sender if your compasubscribes to CLID. Before using the Reply option you must play the messag

To reply to an external message sender:

After you call the message sender, your session ends.

Sending a message to more than one recipient

Sending a message using a Group ListA Group List is a collection of mailbox owners. When you send a message toGroup List, each mailbox owner in the Group List receives the same messagyou are a member of the group you are addressing, you do not receive a copymessage.

If you would like a Group List for your specific needs, ask your System Administrator to create a Group List for you. Include the following information the System Administrator:

• the mailbox owners’ names

• a list of the mailbox numbers

• the Group List name

Your System Administrator can publish a list of the mailboxes in each Group

You can enter the Group List number instead of a mailbox number at the Mbox: prompt. You can also enter the name of the Group List in the Company Direcat the DIR prompt.



3. Press PLAY or ¤.

4. Press REPLY.

5. Enterprise Edge Voice Messaging dials the external number directly.

Pswd:OTHR RETRY OK


End of messageREPLY ERASE NEXT


50 Sending messages

ox

after u are

be at

tion . You

age to an e

option.

Copying a message to other recipientsYou can copy a message to other recipients using the Open Mailbox feature:

• using ALL - message recipients have the same delivery options

• using CC - this allows message recipients to have different delivery options

Note: You cannot copy a message to other recipients using the Leave Mailbfeature. You cannot copy Private messages.

Forwarding a copy of a message to one or more recipientsFrom the Main Mailbox menu you can forward a copy of a message during or playing the message. When you forward a copy of a message to a mailbox, yoprompted to record an introduction to the message. Your introduction has to least three seconds long.

When you record an introduction and enter the mailbox number, your introducand a copy of the message are automatically sent to the mailbox you selectedthen have options to send an additional copy of the introduction and the messanother mailbox, or to quit and return to the Listen to Messages menu. You cforward copies to as many mailboxes as you want. (Messages marked Privatcannot be forwarded to another mailbox.)

For more information on playing your messages, refer to Listening to your mailbox messages on page 36.

Copying a message is not the same as forwarding a message using the Copy Copied messages do not have recorded introductions. Refer to Copying a messageto other recipients on page 50.


rise .

all

y

d

Call Forwarding your calls

IntroductionThis chapter shows the following ways that you can forward your calls:

• Call Forwarding your calls to Enterprise Edge Voice Messaging

• Setting up Call Forward remotely

• Call Forward with Caller ID (CLID)

Call Forwarding your calls to Enterprise Edge Voice Messaging To forward incoming calls to your mailbox, press ƒ·°›.

To cancel Call Forward, do one of the following:

• press ∞

• press ƒ£›

• press CANCEL

Setting up Call Forward remotelyWhen you are away from the office, you can forward your calls to your EnterpEdge Voice Messaging mailbox by using the dialpad of any touch tone phone

To access your Personal mailbox from another location and set up Remote CForward:

1. Call the Automated Attendant or your Enterprise Edge telephone from antouch tone phone and press•• while the greeting plays.

2. Enter your mailbox number and password and press £.

3. Press °.

4. Press ¤.

5. Press ‹ to turn call forwarding from the Call Forward menu on and off.

6. Press ⁄ to turn Call Forward on and off.

Note: If Call Forward is turned on, the voice prompt says: “Calls will be answered immediately.” All calls to your telephone are now answereby Enterprise Edge Voice Messaging.If Call Forward is turned off, the voice prompt says: “Calls will ring at your set.”

8


52 Call Forwarding your calls

es D s a

rise e and

7. Press ⁄ to turn Call Display on and off.

Note: If Call Display is turned on, the voice prompt says: “Caller information will be displayed at your set.”If Call Display is turned off, the voice prompt says: “Caller information will not be displayed.”

8. Replace the handset to end this session.

Call Forward with Caller ID (CLID)The Call Forward with CLID feature is available only if your company subscribto CLID service. If you are not sure whether your company subscribes to CLIservice, ask your System Administrator. CLID does not appear if the caller haprivate or unknown phone number.

You can set up Call Forward with CLID to screen calls forwarded to your EnterpEdge Voice Messaging mailbox. If the feature is enabled, you hear an Alert tonthe CLID information appears on the telephone display.

To talk to the caller who has been forwarded to your mailbox, press ƒ·°‡ to interrupt the call.

To turn Call Forward with CLID on and off:





5. Press CFWD or ‹.

6. Press CHNG or ⁄ to turn Call Forward on and off.

7. Press CHNG or ⁄ to turn Call Display on and off.


Pswd:OTHR RETRY OK




Forward calls:YCHNG NEXT

Display caller:YCHNG NEXT



Call Forwarding your calls 53

that ystem

Call Forward on Busy overrides CLID

If your Enterprise Edge telephone is assigned Call Forward on Busy, CLID information does not appear on the display. Call Forward on Busy is a featureforwards all of your calls to another designated telephone or extension if yourtelephone is busy. Call Forward on Busy is assigned by the Enterprise Edge SAdministrator.


54 Call Forwarding your calls


fer

s not s not

ss

Transferring calls

IntroductionThis chapter describes transferring calls and explains:

• Transferring calls to an Enterprise Edge Voice Messaging mailbox

• Transferring calls from your mailbox to the Operator

• Transferring calls from your mailbox to the Automated Attendant

• Transferring a call to Custom Call Routing (CCR)

• Outbound Transfer

• Adding special characters to the destination number

• Setting up Outbound Transfer to a phone number

• Setting up Outbound Transfer to an extension

• Changing the Outbound Transfer parameters

• Turning Outbound Transfer on and off

Transferring calls to an Enterprise Edge Voice Messaging mailboxAny time a caller wants to leave a message in a mailbox, you can easily transtheir call from your Enterprise Edge telephone to any mailbox initialized with Enterprise Edge Voice Messaging.

Transferring calls to an Enterprise Edge Voice Messaging mailbox has the following advantages:

• If you transfer a call to a mailbox instead of another telephone, the call doecome back to you. If you transfer a call to another telephone and the call ianswered, the call does comes back to you.

• The call is immediately transferred to the mailbox (which saves time).

ƒ·°fl is not available on the Enterprise Edge Companion Wireletelephone.

9


56 Transferring calls

y.

ging

to

t:

To transfer a call to a mailbox from your Enterprise Edge telephone:

1. Press ƒ·°fl. Do not press ̇ because the call is put onhold automatically.

2. Enter the mailbox number or use the Company Directory by pressing DIR.

Note: Press OK or £ to accept a name when using the Company DirectorDo not use the Internal Autodial feature.

3. Wait until the display shows Call transferred before attempting any otherEnterprise Edge Voice Messaging functions. The call is automatically transferred and the Enterprise Edge Voice Messaging session ends.

Transferring a mailbox owner’s call to Enterprise Edge Voice MessagingYou can transfer a mailbox owner’s call to their Enterprise Edge Voice Messamailbox so that they can change their greetings or retrieve their messages.

Note: ƒ·°fl is not available on the Enterprise Edge CompanionWireless telephone.

To transfer a mailbox owner’s call to their Enterprise Edge Voice Messaging mailbox from your Enterprise Edge telephone:

1. Press ƒ·°fl. Do not press ̇ .

2. Enter the mailbox owner’s mailbox number.

3. Wait until the display shows Call transferred before attempting any other Enterprise Edge Voice Messaging functions. The call is automatically transfers and the Enterprise Edge Voice Messaging session ends.

Note: Do not use ƒ‡‚ to transfer a mailbox owner’s call. This feature transfers the call to their telephone and the call comes backyou.

After a mailbox owner’s call transfers to their mailbox, the mailbox owner mus

1. Press •• while their Personal greeting plays.

2. Enter their mailbox number and password and press £.

3. Follow the voice prompts.


Transferring calls 57

ith r can:

CCR

ers

Transferring calls from your mailbox to the OperatorTo transfer calls from your mailbox to the Operator, press ‚ while at the Main Mailbox menu. For more information, refer to Main Mailbox menu and options on page 25.

Transferring calls from your mailbox to the Automated AttendantTo transfer to the Automated Attendant from your mailbox, press £ at the Main Mailbox menu. For more information, refer to Automated Attendant on page 13 and Main Mailbox menu and options on page 25.

Transferring a call to Custom Call Routing (CCR)

About Custom Call Routing (CCR)

Custom Call Routing (CCR) is a single-digit application that provides callers wa more sophisticated menu and a wider range of options. Using CCR, a calle

• listen to the Home menu and make a selection

• listen to a pre-recorded CCR Information message

• leave a message in a mailbox

• transfer to another extension or an external number

For more information about CCR, ask your System Administrator.

A call can be transferred to the beginning of a CCR Tree. To transfer a call to aTree:

1. Press ƒ·°fl. Do not press ̇ .

2. Choose a CCR Tree by entering a digit from 1 to 4 and pressing £.

3. Wait until the display shows Call transferred before attempting any otherEnterprise Edge Voice Messaging functions. The call automatically transfand the Enterprise Edge Voice Messaging session ends.



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Outbound TransferYou can set up Outbound Transfer to transfer a caller who has reached your mto a number that you assign. A caller can use Outbound Transfer from any totone telephone, and you can direct your Outbound Transfer calls to any telep

You can personally inform callers of this feature, or you can inform callers of feature in your personal greeting. If you choose to inform callers of this featuryour mailbox greeting, you must tell them to press ‡ to be transferred. For example:

“Hi. This is Brenda Whately. I’m away from the office today. Please leave memessage after the tone and I will return your call as soon as possible. If you nto reach me before tomorrow, press ‡ and you will be transferred to my cellularphone. Thanks.”

Note: The restrictions that apply to your telephone line also apply to OutbounTransfer numbers. For example, if you are unable to dial long distancephone numbers from your telephone, you cannot have a long distanceOutbound Transfer destination.If your mailbox is restricted to extension destinations for Outbound Transfer, see your System Administrator.

For Outbound Transfer to function properly, you must have a greeting record

When you set up Outbound Transfer, you can add special characters to the destination number. Read Adding special characters to the destination number and refer to the following tables and examples.

Adding special characters to the destination numberFollow the voice prompts or press ADD to add special characters to a destinationphone number (or a destination pager number if you are setting up a destinatpager number in Off-premise Message Notification. The destination pager numcannot be longer than 29 characters.) The destination phone number cannot longer than 30 characters.

Note: If you are adding special characters, do not press the dialpad butto£ to enter a #, or • to enter a *. Press the button directly below thoption on a two-line display telephone, or listen to the voice promp



efer to the

s

:

To add special characters on an Enterprise Edge one line display telephone, rthe table Adding special characters using an Enterprise Edge one line displaytelephone. To add special characters on a two-line display telephone, refer to table Adding special characters using an Enterprise Edge two line display telephone.

Table 4 Adding special characters using an Enterprise Edge one line display telephone

Adding special characters using an Enterprise Edge two line display telephone

Press Description

¤ to retry or add digits to the destination phone number.

‹ to enter a timed pause that appears as P on the display. Pauses are four secondlong.

› to recognize dial tone (behind PBX). The Recognize Dial Tone special character appears as D on the display.

fi to enter a #.

fl to enter a * .

• to cancel and retry.

Press Description

• to cancel and retry.

DIGS or ¤ to retry or add digits to the destination phone number.

PAUS or ‹ to enter a timed pause that appears as P on the display. Pauses are four seconds long.

OTHR to go to the next display to enter the following special characters

TONE to recognize dial tone (behind PBX). The Recognize Dial Tone special character appears as D on the display.

# to enter a #.

* to enter a *.



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Optimizing Outbound Transfer When Enterprise Edge Voice Messaging transfers a call to an external telephnumber using Outbound Transfer, two lines are used. An incoming line is useconnect the caller to your mailbox and an outgoing line is used to transfer the cto your Outbound Transfer telephone number. Both lines remain in use whilecaller connects to the Outbound Transfer telephone number.

To optimize the use of Enterprise Edge Voice Messaging lines, the OutboundTransfer call to an external telephone number can transfer to the incoming linmake the outgoing call. This type of transfer is called a Link transfer.

Note: A Link transfer can be performed only if the Enterprise Edge Voice Messaging line is equipped with Link transfer capability. If a Link transis programmed for an Outbound Transfer and your Enterprise Edge VoMessaging lines do not support this feature, the caller disconnects. AskSystem Administrator before programming the Link transfer.

To perform a Link transfer with Outbound Transfer you must add a £ before the Outbound Transfer telephone number. For example, the telephone number wlook like:

£fififi⁄¤‹›

where:

£ instructs Enterprise Edge Voice Messaging to use the incoming line to perthe transfer fi⁄¤‹› is the telephone number dialed

Programming an Outbound Transfer telephone number when Enterprise Edge Voice Messaging is behind PBX or Centrex+

When Enterprise Edge Voice Messaging is installed behind a PBX or Centrex+you want to access an outside line and recognize dial tone, enter:

·£›¤fififi⁄¤‹›

where:

· accesses an outside line£ specifies the next digits are special characters› recognizes dial tone¤ specifies the next digits are numbers to be dialedfififi⁄¤‹› is the phone number dialed



Setting up Outbound Transfer to a phone numberTo set up Outbound Transfer to a phone number for the first time:

Setting up Outbound Transfer to an extensionTo set up Outbound Transfer to an extension for the first time:




4. Press ° to open the Outbound Transfer (xfr) menu.

5. Press ADMIN or ⁄ to set up Outbound Transfer.

6. Enter the destination phone number and press OK or £.

7. Press OK or £ to accept the destination number (represented by the <x>). Press ADD or ¤ to add special characters. For information, refer to Adding special characters to the destination number on page 58. After you add special characters, press OK or £ to accept the destination number.

8. Press CHNG or ⁄ to turn Outbound Transfer on.

9. Press QUIT or •. Press ® to end this session.




4. Press ° to open the Outbound Transfer (xfr) menu.

Pswd:OTHR RETRY OK



Outbound xfrADMIN SELECT

Ph:RETRY OK

<x>ADD OK

Transfer: offCHNG QUIT

Transfer: onCHNG QUIT

Pswd:OTHR RETRY OK





Changing the Outbound Transfer parametersTo change the Outbound Transfer parameters:

5. Press ADMIN or ⁄ to set up Outbound Transfer.

6. Enter the destination extension and press OK or £.

7. Press OK or £ to accept the number.

Note: The <x> represents the extension.

8. Press CHNG or ⁄ to turn Outbound Transfer on.

9. Press QUIT or •. Press ® to end this session.

10. Press CHNG or ⁄.

Note: The <x> represents the current Outbound Transfer destination number.


Ext:RETRY OK

Accept:<x>RETRY OK



<x>CHNG NEXT



ing

Turning Outbound Transfer on and offYou can turn Outbound Transfer on or off at any time after you set it up. TurnOutbound Transfer off does not affect any of its assigned parameters.

To turn Outbound Transfer on or off:




4. Press ° to open the Outbound Transfer (xfr) Menu.

5. Press SELECT or ¤.

6. Press CHNG or ⁄ to turn Outbound Transfer off. PressCHNG again to turn Outbound Transfer on.

7. Press QUIT or ® to end this session.

Pswd:OTHR RETRY OK







ation

ow Off-

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ached . For ber t your nd so

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Off-premise Message Notification

IntroductionThis chapter describes how to set up and change Off-premise Message Notificand includes the following topics:

• About Off-premise Message Notification

• Setting up Off-premise Message Notification to a phone number

• Setting up Off-premise Message Notification to an extension

• Setting up Off-premise Message Notification to a pager number

• Changing Off-premise Message Notification parameters

• Setting up Off-premise Message Notification to more than one destination

• Deleting an Off-premise Message Notification destination number

• Inserting an Off-premise Message Notification destination number

• Turning Off-premise Message Notification on and off

About Off-premise Message NotificationYou can program Enterprise Edge Voice Messaging to call you and let you knthere is a message for you at a phone number, an extension, or a pager. Thepremise Message Notification feature is enabled by your System Administrat

If you program Enterprise Edge Voice Messaging to call you at a telephone, yoprompted to enter your password before you can listen to your messages.

You can receive notification of a message at a maximum of five different destination numbers assigned by you. When the number of retry attempts is refor each assigned destination number, the next number in the series is calledexample, Enterprise Edge Voice Messaging can contact your car phone numfirst to let you know you have a message. If there is no answer, the call rings ahome number. If there is still no answer, the call rings at your pager number aon. The number of retry attempts is assigned by your System Administrator.

If the destination type is phone, you must assign start and stop times. The start astop times apply to all five notification numbers.

Off-premise Message Notification begins when the start time is reached. Set start time for the time you will be at the destination phone number, so you are to receive your calls.

10


66 Off-premise Message Notification

y

es

ise ong

cters

time:

Off-premise Message Notification parameters

You can set up the parameters for Off-premise Message Notification from antouch tone phone. The parameters include:

• destination type (telephone, extension or pager)

• destination number (telephone, extension or pager)

• time range for receiving calls at phone numbers or extensions (Pagers arenotified any time there is a qualifying message.)

• types of message you want to receive (all new messages, or just messagmarked urgent)

Note: The restrictions that apply to your telephone line also apply to Off-premMessage Notification numbers. For example, if you are unable to dial ldistance phone numbers from your telephone, you cannot have a longdistance Off-premise Message Notification destination number.

Setting up Off-premise Message Notification to a phone numberWhen you set up Off-premise Message Notification, you can add special charato the destination phone number. Refer to:

• Adding special characters to the destination number on page 58

• Optimizing Outbound Transfer on page 60

To set up Off-premise Message Notification to one phone number for the first




4. Press fl to open the Off-premise Message Notification menu.

5. Press ADMIN or ⁄ to set up Off-premise Message Notification.

6. Press PHONE or ⁄ to choose a phone number destination.

7. Enter the destination phone number and press OK or £. The destination phone number is a maximum of 30 digits.

Pswd:OTHR RETRY OK



Msg notifyADMIN SELECT

Destination:PHONE EXT PAGER

Ph:RETRY OK


Off-premise Message Notification 67

,

r

ed

8. Press OK or £ to accept the destination phone number. The <x> represents the phone number. Press ADD or ¤ to add special characters. For information,refer to Adding special characters to the destination number on page 58. After you add special characterspress OK or £ to accept the destination number.

9. Enter the start time for Off-premise Message Notification. This is a four-digit field. Any single-digit hour and minute must be preceded by a zero.


11. Press OK or £ to accept the start time.

12. Enter the time when Off-premise Message Notification is to stop. This is a four digit field. Any single-digit hour and minute must be preceded by a zero.


14. Press OK or £ to accept the stop time.

15. Press NEXT or £ to accept the start time that you entered. Press CHNG or ⁄ to change the start time.

Note: Steps 16 and 17 allow you to review the start and stop times.

16. Press NEXT or £ to accept the stop time that you entered. Press CHNG or ⁄ to change the stop time.

17. You can choose to be notified of all new messages ourgent messages only. Press OK or £ to accept the default message type new. This means you are notifiwhenever you receive a new message. Press CHNG or ⁄ to change the message type to urgent. Changingthe message type to urgent means you are notified only when you receive an urgent message.


<x>ADD OK

Start hhmm:RETRY OK

<start time>RETRY AM PM

<start time>RETRY OK

Stop hhmm:RETRY OK

<stop time>RETRY AM PM

<stop time>RETRY OK

Start:<start time>CHNG NEXT

Stop:<stop time>CHNG NEXT

Msg type: newCHNG OK




:

Setting up Off-premise Message Notification to an extension To set up Off-premise Message Notification to one extension for the first time






6. Press EXT or ¤ to choose an extension destination.

7. Enter the destination extension and press OK or £.

8. Press OK or £ to accept the destination extension. The <x> represents the extension.







Pswd:OTHR RETRY OK





Ext:RETRY OK

Accept:<x>RETRY OK

Start hhmm:RETRY OK



Stop hhmm:RETRY OK


<stop time>RETRY OK



r

ed












cters

x+,

pager

e

ime:

Setting up Off-premise Message Notification to a pager numberWhen you set up Off-premise Message Notification, you can add special charato the destination pager number. Read:

• Adding special characters to the destination number on page 58

• Example of a destination pager number on page 70

Example of a destination pager number

If you are assigning a pager destination number from behind a PBX or Centreremember to insert a · (depending on your system) before the £ to access an outside line.

There is a combined limit of 29 characters for the pager phone number and themessage.

For example, to reach your pager, enter:

£›¤fififi⁄¤‹›£‹

where:

£ specifies the next digits are special characters› recognizes dial tone¤ specifies the next digits are numbers to be dialedfififi⁄¤‹› is the pager phone number dialed‹ inserts a timed pause

Depending on the company supplying your paging service, the programmingsequence may vary. For more information about setting the destination phonnumber parameters for your pager, contact your pager company.

To set up Off-premise Message Notification to one pager number for the first t






6. Press PAGER or ‹ to choose a pager number destination.

Pswd:OTHR RETRY OK







r.

or

r

ed

7. Enter the destination pager number and press OK or £.

8. Press OK or £ to accept the destination pager numbeThe <x> represents the pager number. Press ADD or ¤ to add special characters. If the paging service requires additional answer or setup time, add pause characters to the beginning of the pager message. Finformation, refer to Adding special characters to the destination number on page 58. After you add special characters, press OK or £ to accept the destination number.

9. Press NEXT or £ to accept the default pager message(represented by the xxxx). The default pager message sent by Enterprise Edge Voice Messaging is the Enterprise Edge Voice Messaging extension. This is the sequence of digits sent after the pager service isdialed (to notify you of who is paging you). Press CHNG or ⁄ to change the pager message.

Note: There is a combined limit of 29 characters for the pager phone number and the pager message.


11. Press ƒ to end the session.

Pager:RETRY OK

<x>ADD OK

Show:<xxxx>CHNG NEXT





prise

Changing Off-premise Message NotificationTo change the parameters of Off-premise Message Notification refer to:

• Changing Off-premise Message Notification parameters

• Changing the destination type from a pager to a telephone or extension on page 74

• Changing the destination type from phone or extension to a pager on page 75

Changing Off-premise Message Notification parametersTo change the Off-premise Message Notification parameters from your EnterEdge telephone (assuming that you have entered a time range):






6. Press CHNG or ⁄ to change the destination.

Note: The <x> represents the type of destination (phone, extension or pager).

7. Press PHONE or ⁄ to choose a phone number destination. Press EXT or ¤ to choose an extension destination. Press PAGER or ‹ to choose a pager number destination.

8. Enter the destination number and press OK or £. The destination phone number cannot be longer than 30 digits.


Pswd:OTHR RETRY OK




Notify:<x>CHNG NEXT


<x>:RETRY OK



e

,

t

are

9. Press OK or £ to accept the destination number (represented by the <x>). Press ADD or ¤ to add special characters if the destination number is a phonor pager. For information, refer to Adding special characters to the destination number on page 58. After you add special characters, press OK or £ to accept the destination number.

Note: If you chose a phone or extension destinationgo to step 11.

10. Press CHNG or ⁄ to change the destination and repeasteps 7 to 9. Press NEXT or £ to continue.


11. Press CHNG or ⁄ to change the start time. Press NEXT or £ to accept the start time.

12. Press CHNG or ⁄ to change the stop time. Press NEXT or £ to accept the stop time.


13. Press CHNG or ⁄ to change the message type to urgent. Press OK or £ to accept the new default message. You can choose to be notified of all new messages or urgent messages only. This means younotified whenever you receive a new message. Changing the message type to urgent means you arenotified only when you receive an urgent message.


Notify:<x>CHNG NEXT







a

s

Changing the destination type from a pager to a telephone or extensionTo change the Off-premise Message Notification destination from a pager to phone or extension (assuming that you have never entered a time range):





5. Press ADMIN or ⁄ to change Off-premise Message Notification. The displays show a review of the first destination type and destination number, followed bythe display in step 6.

6. Press CHNG or ⁄ to change the destination type and the destination number.

7. Choose the type of destination number. Press PHONE or ⁄ to choose a phone number destination. Press EXT or ¤ to choose an extension destination.

8. Press OK or £ to accept the destination number. PresADD or ¤ to add special characters if the destinationnumber is a phone. For information, refer to Adding special characters to the destination number on page 58.

9. Press NEXT or £ to continue.

Note: The <x> represents the type of destination (telephone or extension).

Pswd:OTHR RETRY OK




Notify: pagerCHNG NEXT


Notify:<x>CHNG NEXT



Changing the destination type from phone or extension to a pagerTo change the Off-premise Message Notification destination from a phone orextension to a pager:





5. Press ADMIN or ⁄ to change Off-premise Message Notification. The displays show a review of the first destination type and destination number, followed bythe display in step 6.

6. Press CHNG or ⁄ to change the destination type and the destination number.

Note: The <x> represents the type of destination (phone or extension).

7. Press PAGER or ‹ to choose a pager number destination.

8. Press NEXT or £ to continue.

Pswd:OTHR RETRY OK




Notify:<x>CHNG NEXT


Notify:pagerCHNG NEXT



ter a o set

,

Setting up Off-premise Message Notification to more than one destination

You can receive notification of a message at a maximum of five different destination numbers assigned by you. The following steps show you how to enphone number destination and then add a pager destination for the first time. Tup Off-premise Message Notification to more than one destination number:






6. Press PHONE or ⁄ to choose a destination phone number.

7. Enter the destination phone number and press OK or £. The destination phone number cannot be longerthan 30 digits.

8. Press OK or £ to accept the destination phone number. The <x> represents the phone number. Press ADD or ¤ to add special characters. For information,refer to Adding special characters to the destination number on page 58. After you add special characterspress OK or £ to accept the destination number.




Pswd:OTHR RETRY OK





Ph:RETRY OK

<x>ADD OK

Start hhmm:RETRY OK





r

ed




15. Press NEXT or £.

16. Press NEXT or £ to continue. Press SETUP to add another destination.




19. You can choose to be notified of all new messages ourgent messages only. Press OK or £ to accept the default message type new. This means you are notifiwhenever you receive a new message. Press CHNG or ⁄ to change the message type to urgent. If you change the message type to urgent you are notified only when you receive an urgent message.


Stop hhmm:RETRY OK


<stop time>RETRY OK

Notify 2:pagerCHNG OTHR NEXT

Notify 3:noneSETUP NEXT







Off-

,

Deleting an Off-premise Message Notification destination numberIf you have set up more than one destination number in Off-premise MessageNotification, you are given the option to delete the destination(s). To delete anpremise Message Notification destination:






6. Press OTHR if you want to delete the first destination, or press NEXT or £ to scroll through the destinations until you find the destination that you want to delete. When you find the destination that you want to deletepress OTHR.


7. Press DEL to delete the first destination number.

8. The first destination number is deleted. The Notify 2 destination changes to become the Notify 1

destination number.

Note: To delete more destination numbers, press OTHR and repeat steps 6 and 7. When you aredone deleting destination numbers, press ® to end this session.

Pswd:OTHR RETRY OK




Notify 1:<x>CHNG OTHR NEXT

Notify 1:<x>DEL INS QUIT




e n:

t

Inserting an Off-premise Message Notification destination numberYou have the option to insert destination number(s) if you have more than ondestination number. To insert an Off-premise Message Notification destinatio






6. Press OTHR to insert a new destination number in the first Off-premise Message Notification position (Notify 1), or press NEXT to scroll through the destinations until you find the destination position thayou want to replace, and then press OTHR.


7. Press INS to insert a destination number.


8. Press SETUP to set up a new destination number, and follow the steps in Setting up Off-premise Message Notification to a phone number on page 66 or Setting up Off-premise Message Notification to an extension on page 68 or Setting up Off-premise Message Notification to a pager number on page 70.

Note: When you are done inserting destination numbers, press ® to end this session.

Pswd:OTHR RETRY OK





Notify 1:<x>DEL INS QUIT

Notify 1:noneSETUP NEXT



ou ed

ou

Off-

he e

Turning Off-premise Message Notification on and offYou can turn Off-premise Message Notification on or off at any time. When yturn Off-premise Message Notification off, you do not affect any of the assignparameters (refer to About Off-premise Message Notification on page 65.) When you turn Off-premise Message Notification is on, you are notified whenever yreceive a message during the time you specified.

To turn Off-premise Message Notification on and off:

A person who receives an Off-Premise Message Notification call can cancel premise Message Notification to their destination number. This is useful if a destination is incorrectly programmed and a wrong party receives the calls. Trecipient of an Off-premise Message Notification call hears the following voicprompt: “Message for (name of mailbox owner). To log in press ⁄. If you have received this call by mistake, please press ¤.





5. Press SELECT or ¤.

6. Press CHNG or ⁄ to turn Off-premise Message Notification off if it is on (as shown).

7. Press OK or •.

Note: Press TIME to review the start and stop time parameters.


Pswd:OTHR RETRY OK




Notify onCHNG TIME OK

Notify offCHNG TIME OK



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Recording a call

Introductionƒ·°· allows you to record an active telephone call and place thresulting message in your mailbox. Before you activate the Call Record featurethe parties on the call for permission to record the call.

The maximum length of the Call Record message is determined by the ClassService setting for your incoming message length. If the mailbox message lensurpassed, the voice prompt “Recording stopped. The recording limit has been reached” plays and the recording ends. After Call Record stops, you can re-actƒ·°· to start another record call session. The call is recorded in separate messages if this occurs. Ask your System Administrator for the meslength that is assigned to your mailbox.

Note: Call Record is not enabled by default. The System Administrator mustenable this feature by assigning you a Class of Service that supports CRecord. In some areas Call Record is not available as it contravenes llaws. Ask your System Administrator about the availability of Call Recoin your area.

Using Call RecordAfter a call is recorded, Enterprise Edge Voice Messaging places the recordedas a message, in the mailbox associated with the extension that activated theRecord feature. The call includes alternate extensions associated with the maThe Call Record message can be forward to other mailboxes. For more informon forwarding messages, refer to Forwarding a copy of a message to one or morecipients on page 50.

To record a call:

1. While on an active call, press ƒ·°·. Other parties on the call may hear hold tones while thsystem conferences in Enterprise Edge Voice Messaging. Before the call begins recording, the prompt “This call is being recorded” plays to all the parties on the call and then a recording tone plays.

2. Press QUIT to stop the call recording. The Call Recordmessage is left in your mailbox.Press PAUSE to suspend the call recording. Press RESUME to continue call recording or press QUIT to stop the call recording.If the message is stopped, all the parties on the call hear “Recording stopped”.

11

RecordingPAUSE QUIT


82 Recording a call


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Enterprise Edge Voice Messaging Tips

IntroductionThis chapter describes some easy to follow guidelines to optimize using EnterEdge Voice Messaging.

Enterprise Edge Voice Messaging TipsTo take advantage of Enterprise Edge Voice Messaging and its many feature

Listen to your messages frequently. Answer your messages promptly to encourage callers to use Enterprise Edge Voice Messaging and reassure theit is as reliable as speaking with you personally.

You do not have to be at your desk to play your messages. When you are away fromyour desk, you can play your messages from any touch tone phone.

Clean up your mailbox. There is limited storage in your mailbox and within Enterprise Edge Voice Messaging. Do not save messages unless you need toto them again. When you are finished with a message, erase the message tostorage space for yourself and other mailbox owners.

Keep a record of your password in a secure place. Treat your Enterprise Edge Voice Messaging password as a secret code. Write down your password andit in a safe place. Do not keep your password near your telephone. If you let someone else have temporary access to your mailbox, change your passworafterwards. If you forget your password, the System Administrator can reset it tdefault password 0000. You can then enter a new password.

When sending messages, make them brief and to the point. More than 75% of the time spent on a normal business telephone call consists of making small pleasantries and other socializing. Sending a message rather than making a csave you time. Try to avoid sounding hurried or rude while restricting your messages to the essentials.

Change your Primary greeting frequently. It is a good idea to change your Primary greeting on a regular basis. Change your greeting to indicate that you to your messages and maintain your mailbox on a regular basis. Change youPrimary greeting to provide a personal touch that frequent callers appreciate.

Make your Alternate greeting specific. Choosing an Alternate greeting usuallymeans you are away from the office. If you are out of the office, indicate in yoAlternate greeting when you expect to return. If you check your mailbox eventhough you are out of the office, make that clear. If callers can reach you at anphone number, ensure that your message includes the phone number and thperiod of the temporary arrangement. If you are going to be out of the office, remember to forward your telephone to Enterprise Edge Voice Messaging.

12


84 Enterprise Edge Voice Messaging Tips

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use

Extended Absence Greeting. Begin this greeting by announcing your vacation travel plans. This gets the attention of the caller. For example, “Vacation alert! Hi, this is Marshall. I will be on vacation starting on the 5th, and I will be returningwork on the 12th. If you care to do so, please leave a message and I will returncall when I return from vacation. For immediate assistance, please press zero”

Record your greetings and messages clearly. For a better quality recording, speadirectly into the handset. Do not use the Handsfree feature. Remember to spclearly with a pleasant voice at a pace that is easy to understand. Do not spesoftly or loudly or make the greeting or message too lengthy. After you recordgreeting or message play it back. Make sure that your greeting or message sthe way you want it to before you accept it.

Do not forget to use the Copy and Reply features. You can use Enterprise EdgeVoice Messaging to send copies of messages to other mailboxes and reply tomessages with a message of your own. When you send copies of messages tpeople, ensure that your introduction explains why you are forwarding a copy omessage. Is the copy for information only? Is the message meant for the perswhom you are forwarding it? Who is responsible for the action on the messag

Use Group Lists for multiple copies of messages. If you find that you regularly send the same message to several different people, ask the System Administrcreate a Group List for you. With a Group List, you can send the same messaall the mailboxes in the Group List.

Encourage Enterprise Edge Voice Messaging use. Old habits are sometimes hardto break, and some people have difficulty accepting or even trying new technologies. Use your Personal mailbox and other Enterprise Edge Voice Messaging features, and encourage your co-workers and frequent callers to them too.

Report problems promptly. If you encounter problems using Enterprise Edge Voice Messaging, report the trouble to the System Administrator as soon as possible.


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Troubleshooting

IntroductionThis chapter describes some problems that can occur while you are using EnteEdge Voice Messaging. This chapter includes a list of typical problems and whdo when they occur.

The problems you encounter while using Enterprise Edge Voice Messaging ausually operating problems. Sometimes a difficulty occurs that indicates a sysproblem with the Enterprise Edge server. If events occur that are not covered ichapter, report them to your System Administrator immediately.

The Automated Attendant transfers some callers to the General Delivery Mailbox.

Enterprise Edge Voice Messaging requires a tone signal and a minimum voiclevel. If a response is not received, the caller is automatically transferred by tAutomated Attendant to the Enterprise Edge Voice Messaging operator. If theoperator is not available, the call transfers to the General Delivery mailbox.

Possibly the extension called does not have a mailbox assigned to it. Ask youSystem Administrator to verify that the mailbox is assigned to the extension

Feature 981 produces a LOG prompt on my Enterprise Edge display.

Whenever the Log: prompt appears on the display, it can be caused by:

• Possibly the extension you are using does not have an operating mailbox.extension does not have a mailbox, Enterprise Edge Voice Messaging reqboth a mailbox number and a password.

• A Guest mailbox that normally does not have an assigned extension. AskSystem Administrator to verify that your extension is properly assigned to ymailbox.

My telephone cannot be forwarded to Enterprise Edge Voice Messaging.

If you are attempting to forward your extension to Enterprise Edge Voice Messaging and the display shows Not in service you might be forwarding to thewrong extension number. Use feature code 985 to verify you are calling the coEnterprise Edge Voice Messaging extension number.

My mailbox is not accepting messages.

A mailbox accepts messages only after the mailbox is initialized. A mailbox careceive messages until it is initialized by the mailbox owner. Initialize your mailbox. Refer to the Enterprise Edge Quick Reference Guide or to Chapter 3 of this guide.

13


86 Troubleshooting

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My name is not played in the Company Directory.

Check to ensure that your mailbox is initialized. If it is not initialized, your namnot played in the Company Directory and your mailbox cannot receive any messages. If you have recorded your Company Directory name, ask your SyAdministrator to ensure that the Company Directory Override is set to YES.

I have forgotten my mailbox password.

A forgotten password cannot be recovered. Your old password must be reset default password of four zeros (0000). After the System Administrator has resyour password, you must open your mailbox and change the default passwor

I attempt to access my mailbox and I hear the recording: “This mailbox has been locked to prevent unauthorized access. Please contact your administrator for assistance.”

Your mailbox is assigned a maximum number of incorrect password attemptsEnterprise Edge Voice Messaging records the number of incorrect attempts fthe last time your mailbox was successfully accessed. After the number is payou are “locked-out”. Your mailbox cannot be opened again until the System Administrator resets the password.

Enterprise Edge Voice Messaging Timeout

The Enterprise Edge Voice Messaging Timeout feature allows five seconds foto choose an option. If Enterprise Edge Voice Messaging does not detect a selection, the Automated Attendant replays the option list. If an option is still nselected, Enterprise Edge Voice Messaging ends the session.

Enterprise Edge Voice Messaging has minimum voice level detection. If EnterEdge Voice Messaging does not detect an audio signal, it requests the callerspeak louder and provides the option to re-record. If no voice level is detectedthe prompt, Enterprise Edge Voice Messaging ends the session.

Messages are cut off

If people need to leave long messages in your mailbox (up to 10 minutes), yoask the System Administrator to give you more message recording storage s

I attempt to listen to my messages and I hear the recording: “Your mailbox is full. You must erase some messages before you can listen to new messages.”

Your mailbox is equipped with the Never Full Mailbox feature, which allows acaller to leave a message in your mailbox, even if the mailbox is “full”. The message is stored, but cannot be accessed until you delete at least one savemessage. If you find that you need more message time in your mailbox, ask ySystem Administrator to give you more storage space.

Wrong prompt language

If the wrong language appears on the display of your Enterprise Edge telephonthe System Administrator to change this.


Troubleshooting 87

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f you up

ator tem

are

mple, t set

Outbound Transfer does not work.

Ensure that you have recorded the correct instructions for callers in your persgreeting. In your greeting, tell callers to press ‡ to reach you. Refer to Outbound Transfer on page 58.

Ensure that the destination number you enter is not restricted. For example, icannot call long distance numbers from your telephone, then you cannot set Outbound Transfer to a long distance number.

Check to see if Outbound Transfer is turned on. Refer to Turning Outbound Transfer on and off on page 63.

Off-premise Message Notification does not work

If Off-premise Message Notification does not work, ask the System Administrto check the Off-premise Message Notification parameters. Also, ask the SysAdministrator to check if you are allowed to have Off-premise Message Notification. Ensure that the destination phone number and time parameters correct.

Ensure that the destination number(s) that you enter are not restricted. For exaif you cannot call long distance numbers from your telephone, then you cannoup Off-premise Message Notification to a long distance number.

Check to see if Off-premise Message Notification is turned on. Refer to Turning Off-premise Message Notification on and off on page 80.


88 Troubleshooting


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ess

Appendix A:Default values and tone commands

Default mailbox numbers for the General Delivery mailboxs

If the Group List leading digit is one then the default General Delivery mailbonumbers begin with two.

DTMF tone commands for setting up Off-premise Message Notification

If Enterprise Edge Voice Messaging is installed with PBX or Centrex+ and yowant to access an outside line, you must enter the command to recognize a diaFor example, enter · to access an outside line, press £ and then › to recognize dial tone and then press ¤ to enter more digits. Enter the destination number, pr£ and any required pauses. Each pause entered is four seconds long. For definitions of Pause, Recognize dial tone and Enter more digits, refer to the Glossary.

Mailbox numberlength

Default General Delivery Mailbox number

2 10

3 100

4 1000

5 10000

6 100000

7 1000000

Option function Dialpad button

Review number ⁄

Enter more digits ¤

Insert a timed pause (4 sec) ‹

Recognize dial tone (1.5 sec) ›

Insert a # button tone fi

Insert a * button tone fl

Accept number £

Cancel and re-enter •


90 Appendix A: Default values and tone commands


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Glossary

Administration

The tasks involved in maintaining the Enterprise Edge Voice Messaging mailbogreetings and set up configuration.

Alternate greeting

A greeting recorded for a Personal mailbox and played on occasions such asabsence, illness, or vacation.

Attendant sign On/Off

The task performed by a company receptionist or Operator that indicates to Enterprise Edge Voice Messaging when an Operator is available to answer c

Automated Attendant

The Enterprise Edge Voice Messaging answering service that answers incomcalls with a Company greeting, plays a list of Enterprise Edge Voice Messagioptions to a caller and performs call routing functions in response to a caller’sdialpad selections.

Broadcast Message

A message that can be sent only by the System Administrator. This type of meplays in all initialized Personal mailboxes and plays immediately after the maiis opened. It is automatically erased after the mailbox owner listens to the me

Business Status

A Enterprise Edge Voice Messaging setting that tells Enterprise Edge Voice Messaging whether a company is closed or open for business.

Class of Service

A predetermined number designation that specifies the Enterprise Edge VoicMessaging Options for a mailbox.

Company Directory

An internal voice list that contains the names of users with initialized mailboxdesignated to appear in the Company Directory.

Conventions

The way certain information is described. For example, using underlined textrepresent second-line display prompt information.

Default

The parameters preset in the Enterprise Edge Voice Messaging system.


92 Glossary

oice

When option.

isplay r

h as a

ssage

an

atures

a

ny

lbox x.

Designated Operator

An individual in a company who is assigned to answer the Enterprise Edge VMessaging Operator Request option.

Display

A one-line or two-line screen on an Enterprise Edge telephone that shows Enterprise Edge Voice Messaging commands and options.

Display buttons

The three buttons that appear on an Enterprise Edge two line display display. pressed, these buttons select the specified Enterprise Edge Voice Messaging

Display options

The choices available to a user that appear on an Enterprise Edge two line ddisplay. Options appearing on the display can be selected using the display odialpad buttons

Enterprise Edge ATA 2

An Enterprise Edge product that allows you to connect an analog device, sucsingle-line telephone or a facsimile machine, to an Enterprise Edge Voice Messaging system.

Envelope information

A date and time stamp that appears on all messages left in a mailbox. If the meis left by another mailbox owner, envelope information includes the messagesender’s name.

Extension

A two-digit to seven-digit number used to reach a designated telephone. AlsoEnterprise Edge internal telephone.

Feature code

A unique three-digit code used to access Enterprise Edge Voice Messaging feand options.

General Delivery mailbox

One of the two Special mailboxes used to collect messages for individuals incompany who have not been assigned a Personal mailbox.

Greetings

There are three types of Enterprise Edge Voice Messaging greetings: Compagreetings, Personal mailbox greetings and Information greetings. Company greetings play by the Automated Attendant to incoming callers. Personal maigreetings play to callers who want to leave a message in the selected mailboInformation mailbox greetings play to describe goods or services available tocallers.


Glossary 93

er by

x

ng

th

nd

elivery

t in a

Group Lists

A collection of mailbox numbers assigned to a special group name and numbthe System Administrator. If a message is sent to a Group List, all mailboxescontained in the list receive the same message.

Guest mailbox

A mailbox assigned to a user who does not have an extension.

Information mailbox

A mailbox that provides a caller with a message describing goods or servicesavailable from your company.

Initialize mailbox

Preparing a mailbox to receive messages, which includes changing a mailbodefault password and recording a Company Directory name.

Leave Message

The feature code used to leave messages in Enterprise Edge Voice Messagimailboxes.

Mailbox

A storage place for voice messages on the Enterprise Edge Voice Messagingsystem.

Mailbox number length

The number of digits allowed in a mailbox number. The mailbox number lengranges from two to seven digits.

Mailbox overrides

Mailbox overrides are optional parameters in addition to the Class of Servicevalues. The mailbox overrides are: Include in Company Directory, Alternate Extensions, Fax line (virtual), Call Screening, Message Waiting Notification aOutdial route.

Message Delivery options

Message sending options stamped onto a message. There are five Message DOptions: Normal, Certified, Urgent, Private and Timed. A Message Delivery Option can be assigned to a message after it has been recorded.

Message Waiting Notification

A display prompt that informs a mailbox owner when a message has been lefmailbox. This feature is a mailbox override.


94 Glossary

ull

be

that a part

’s

ce or

d to

ager t that ager

can

e d.

Never Full mailboxes

Your Enterprise Edge Voice Messaging mailbox is equipped with the Never Fmailbox feature, which allows an external caller to leave a message in your mailbox, even if the mailbox is “full”. The message will be stored, but cannot accessed until you delete at least one saved message.

Off-premise Message Notification

The Enterprise Edge Voice Messaging feature that calls destination numbersyou set up, to let you know you have a new or urgent message. This feature isof the Class of Service.

Operator Status

The Enterprise Edge Voice Messaging indicator that determines if a companyreceptionist or Designated Operator is available.

Option

A Enterprise Edge Voice Messaging choice that is given to a user through voidisplay prompts.

Password

A four- to eight-digit number that is entered on the dialpad. A password is useopen mailboxes or perform configuration tasks.

Pause

Pause is used when setting up pager notification. Each pause entered is automatically four seconds. For voice pagers, pauses are entered after the pnumber to delay the start of the Enterprise Edge Voice Messaging voice prompactivates the pager. For alphanumeric pagers, pauses are entered after the pnumber and before the digits that appear on the pager display.

Personal mailboxes

Mailboxes assigned to users as a place to store messages.

Primary greeting

The main greeting played in a Personal mailbox.

Programmable memory buttons

Buttons on the Enterprise Edge one line and two line display telephones thatstore feature codes and numbers.

Recognize dial tone

After accepting the Outbound Transfer or Off-premise Message Notification destination phone number, entering › adds a D to the digit string. The EnterprisEdge system uses this to recognize dial tone when an access code is require


Glossary 95

nt ur

rise

rise

Resetting passwords

A System Administrator task that changes a mailbox password from its curresetting back to the Enterprise Edge Voice Messaging default setting 0000 (fozeros).

Special mailboxes

The two mailboxes used by the System Administrator and designated EnterpEdge Voice Messaging Operator. The two Special mailboxes are System Administrator and General Delivery.

System Administrator

The person responsible for configuring, updating, and maintaining the EnterpEdge Voice Messaging system.

System Administrator mailbox

One of the two Special mailboxes. This mailbox is used by the System Administrator for sending Broadcast Messages. This is also the System Administrator’s Personal mailbox.

Touch tone phone

A push-button telephone that emits DTMF tones.

Voice prompts

The prerecorded voice instructions that play when you access the different Enterprise Edge Voice Messaging features and options.


96 Glossary


Index

AActivating

Call Forward with Caller ID 51Outbound Transfer 63

Adding special characterspause characters 71to a destination number 58

Alert tone 52Alternate greeting 28, 83

choosing whether mailbox accepts messages 31

using 31Alternate Language 13Assigning

Message Delivery options 42Personalized greeting 32

Assigning a Target Attendantoverrides routing to Operator 20

Automated Attendant 39, 57, 85transferring to 57

Automatic disconnection from Information message 29

BBroadcast messages 44CCall Forward on Busy

overrides Caller ID 53Call Forward with Caller ID

activating 51canceling 51

Call Record 81Call Screening

purpose 39when unavailable 39

Caller ID 28, 32, 38, 39, 52, 53interaction with Call Forward on Busy 53

Callsinterrupting 22, 52transferring

to CCR 57to Enterprise Edge Voice Messaging 55to General Delivery mailbox 35to Operator 35to receptionist 35

CancelingCall Forward with Caller ID 51Outbound Transfer 63

CCR Information message 57

P0908524 Issue 01 E

Certified Message Delivery option 44Changing

Off-premise Message Notification parameters 72

Outbound Transferdestination number 62parameters 62

your mailbox password 18your name in the Company Directory 19

Character limitfor Off-premise Message Notification

destination pager number and message 70

for Off-premise Message Notification destination number 71

for Outbound Transferdestination pager number 58destination telephone number 58

Choosing the Primary or Alternate greeting 31Company Directory 13, 19, 42, 86

changing your name in 19recording your name in 15removing a name from 19

Company Directory name 27, 29Copying a message 36

to other recipients 50using ALL 50using CC 50

Custom Call Routing (CCR) 57transferring calls to 57

Custom feature codes 23DDefault feature codes 21Default pager message 71Default password 15, 18Default values and tone commands 89Default values for Special Mailboxes 89Deleted messages, retrieving 38Deleting

Personalized greeting 33Deleting messages 36Destination number

character limit 71for pagers 70special characters in 58when Enterprise Edge Voice Messaging is

behind PBX or Centrexused to access an outside line 70

Destination pager numbercharacter limit 58, 70

nterprise Edge Voice Messaging Reference Guide

98 Index

Destination telephone numbercharacter limit 58

Directory number sent as default pager message 71

Displaying feature codes 23EEntering a destination number 58Entering characters

on command line 11Enterprise Edge ATA 2

has no feature button 11no Message Waiting Notification capability

11Enterprise Edge one-line display telephones

using 9using the dialpad to make selections 9

Enterprise Edge two-line display telephones, using 10

Enterprise Edge Voice Messagingdefault password 15display 11how callers reach 35transferring calls to 55using

with touch tone telephone 35using with rotary dial telephone 35

Erasing messages 36Etiquette, telephone 81, 83FFeature 980 42Feature 981 42Feature 985 11Feature 986 55, 56, 57Feature 987 52Feature 988 44Feature codes 19

default 21displaying 23programming 24table of 23

Forwarded messagesrecording an introduction for 50

Full mailbox 35GGeneral Delivery mailbox 35

purpose 14used when Personal mailbox not available

20Greetings

Alternate 28, 83example 28, 29, 34purpose 28, 29, 34using 31

Information 29, 34Personal 16, 27Personalized 28

assigning 32available with Caller ID 28deleting 33recording 32

Primary 28, 83example 28purpose 28

recordingAlternate 29Primary 29

types of 27Group List 41

name 49sending messages to 41

Group messageusing a Group List 41

Guest mailboxes 14no operating extension for 14

Guide, organization 7HHold tone 39Home menu 57IInformation greeting

example 29, 34purpose 29, 34

Information messageautomatic disconnection from 29CCR 57

Initializing your mailbox 15Internal messages, replying to 48Interrupting calls 22, 52Interrupting voice prompts 9, 10, 12LLanguage, Alternate 13Leave Message feature 11, 42, 46, 47Listening to your messages. see Playing your

mailbox messagesMMailbox

full 35initializing 15setting up 21, 27, 35, 41, 51, 55, 65, 81,

83, 85Mailbox greetings, see GreetingsMailboxes

General Deliverypurpose 14

Guest 14Information 14


Index 99

Personal 13Special 14User 13

Making selections using the dialpadwith Enterprise Edge one-line display

telephones 9Memory buttons 21Menu, Home (CCR) 57Message Delivery options

assigning 42Certified 44Normal 44Private 44Timed Delivery 44Urgent 44

Message Waiting Notificationnot available with Enterprise Edge ATA 2

11Messages

addressed to a Group List 41Broadcast 44copying 36, 50

using ALL 50using CC 50

cut off 86deleted, retrieving 38deleting 36erasing 36Group 41left in General Delivery mailbox 14listening to, see Messages, playingplaying 36

pausing 37rewinding 36skipping forward 36skipping to end 36the Envelope 36volume control 37

playing the next 37playing the previous 37Private, cannot copy 50quitting 37recording 42replaying 37replying to 37, 48saving 37sending 42sending to multiple recipients 42

NName

recording in Company Directory 15removing from Company Directory 19

Never Full mailbox feature 35Normal Message Delivery option 44

OOff-premise Message Notification

activated by interrupted message 22changing parameters 72destination number

character limit 71destination pager number and message

character limit 70feature restrictions 66not working 87setting up

to a pager number 70to a telephone number 66to an extension number 68

stopping unwanted 80Off-premise Message Notification parameters

destination telephone number 66destination type 66time range 66types of message 66

Open Mailbox feature 11, 42, 45, 46Opening your mailbox

remotely 17Operator 13

transferring to 57Optimizing Outbound Transfer 60Organization, guide 7Outbound Transfer

activating 63canceling 63destination pager number

character limit 58destination telephone number

character limit 58setting up

to a telephone number 61to an extension number 61–62

PPassword 86

“locked-out” 86changing 18default 18

Pause characters, adding 71Pausing a message 37Personal greetings 16, 27

example 20recording technique 27

Personal MailboxGuest 13User 13

Personal messages addressed to a Group List 41


100 Index

Personalized greeting 28assigning 32deleting 33recording 32

Play order of messages 44Playing the message Envelope 36Playing your mailbox messages 36Prerequisites, for using guide 7Primary greeting 28, 83Primary or Alternate greeting

choosing 31Private Message Delivery option 44

no forwarding with 44Private messages

cannot copy 50not forwarded 44

Programming a memory buttonto a feature code 24

Prompt language, wrong 86RRecording

Alternate greeting 29Personalized greeting 32Primary greeting 29your name in the Company Directory 19

Recording a call 81Recording messages 42Recording technique

Personal greetings 27Replaying messages 37Reply feature 38Replying 48

to an external message senderusing the DIAL option 49

to an internal message sender 48using the CALL option 48using the MSG option 48

to messages 37, 48Retrieving deleted messages 38Rewinding messages 36Routing messages from General Delivery

mailbox 14SSaving messages 37Sending messages 42

to a Group List 41to multiple recipients 42

Setting upOff-premise Message Notification

to a pager number 70to a telephone number 66to an extension number 68

Outbound Transferto a telephone number 61to an extension number 61–62

your mailbox 21, 27, 35, 41, 51, 55, 65, 81, 83, 85

Skipping forward in messages 36Skipping forward to end of messages 36Special characters

in destination number 58Special mailboxes

General Delivery 14System Administrator 14

Stopping unwanted Off-premise Message Notification 80

TTarget Attendant, assigning 20Timed Message Delivery option 44Timeout 86Transfer 57Transferring

to Operator 57to the Automated Attendant 57

Transferring callsto CCR 57to Enterprise Edge Voice Messaging 55to General Delivery mailbox 35to Operator 35to receptionist 35

Troubleshooting 85Types 27Types of greeting 27UUrgent Message Delivery option 44Urgent messages

Play order of messages 44User mailboxes 13VVoice prompts 11, 44, 51

interrupting 9, 10, 12on an Enterprise Edge one-line display

telephone 12Volume control 37


bcm voice messaging reference guide - version 1

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