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NuPoint Agent™ Reference and Configuration Manual

1. CP 6045 Create a NuPoint Agent Call Box CP 6042 Define a Line Group CP 5010 Enable or Disable the Override Command by Phone CP 8051 Install Optional Feature CP 5402 Program Automatic Exit for a Call Box CP 6056 Program Multikey for a Call Box CP 6054 Program Override for a Call Box CP 6053 Program Override From a Call Box to an Extension by Phone CP 8052 Copyright 2002 Mitel Networks Corporation 96 Mitel NuPoint Messenger Technical Documentation Release 7 0 Program Override From a Call Box to Another Call Box by Phone CP 8050 Program Single Keys for a Call Box CP 6055 Record NuPoint Agent Greetings CP 6050 Record NuPoint Agent Menus CP 6051 Set the NuPoint Agent Menu Repetition Count CP 6052 Set NuPoint Voice Parameters for NuPoint Agent CP 6059 Update Prompts With System Offline
2. Copyright 2002 Mitel Networks Corporation 37 Mitel NuPoint Messenger Technical Documentation Release 7 0 When transferring a call to another number and answer supervision is required use this transfer sequence Default is S XG This is the transfer sequence used by call box action SUP Reconnect Busy When a transfer to a number encounters a busy signal reconnect the original caller with this transfer sequence Default is S Reconnect RNA When a transfer to a number encounters a ring no answer reconnect the original caller with this transfer sequence Default is S Reconnect Invalid When a transfer to a number encounters an invalid tone reconnect the original caller with this transfer sequence Default is S Reconnect Reject When a screened call is rejected by the called party reconnect the original caller with this transfer sequence Default is Alternate Transfer Sequences and TUNA The Global Environment defines default transfer sequences for NuPoint Agent Each call box may also have transfer sequences specific to the call box In addition each call box segment including each key can have its own unique A ternate transfer sequence of up to 16 characters such as S918005551212 G Oldal forlzamat Magmant alternate trdey tua T Q all 2h max tal m coni FATEN EXT b oSppeee ax m eT a POPreereerereerarer ye tir ee trlect olgite C ei et E nes i ATrerdant
3. 12 In the Blind field enter the transfer sequence to be used by the BLND action The default is S XH See Table 1 for a list of valid dial string characters 13 In the Supervised field enter the transfer sequence to be used by the SUP action The default is S XG See Table 1 for a list of valid dial string characters 14 In the Reconnect Busy field enter the transfer sequence to be used to reconnect the caller when the original transfer encounters a busy signal The default is S See Table 1 for a list of valid dial string characters 15 In the Reconnect RNA field enter the transfer sequence to be used to reconnect the caller when the original transfer encounters a ring no answer The default is S See Table 1 for a list of valid dial string characters 16 In the Reconnect Invalid field enter the transfer sequence to be used to reconnect the caller when the original transfer encounters an invalid tone The default is S See Table 1 for a list of valid dial string characters 17 In the Reconnect Reject field enter the transfer sequence to be used to reconnect the caller when the original transfer is rejected by the called party The default is See Table 1 for a list of valid dial string characters Table 1 Dial String Characters l Character Explanation 0 9 Keys on a standard pushbutton telephone The following digits should be pulsed 10 PPS Stop pulsing resume sending DTMF tones l P
4. Mitel NuPoint Messenger Technical Documentation Release 7 0 8 Press Shift 0 SO to exit CP 6059 Set NuPoint Voice Parameters for NuPoint Agent This procedure describes how to set the User Interface the call box number to dial an extension and Terminal Type parameters in NuPoint Voice as necessary for the proper operation of NuPoint Agent Procedure Steps Select the NuPoint Agent User I nterface 1 Reach the NuPoint Voice Configuration Offline Menu Reference Menu Map 2 2 Go to the configuration menu for the application assigned to the line group for NuPoint Agent For example for the NuPoint Voice application go to the Linegroup Only Applications Menu Reference Menu Map 2 4 5 6 or 7 3 Set the user interface for NuPoint Agent Select U User Interface Prompt User Interface V memo standard or N ynex or C allAgent Response C to select the NuPoint Agent user interface 4 Exit to save the change Set the Call Box Number to Dial an Extension 1 From the NuPoint Voice Configuration Main Menu go to the NuPoint Voice Configuration Online Menu in the active or inactive configuration Reference Menu Map 2 2 When the NuPoint Voice Configuration Online Menu appears specify the line group for NuPoint Agent Select G Group Selected Prompt Enter a group number Response The number of the NuPoint Agent line group 3 Modify the application Select M Modify Application 4
5. Dialing Plan Dialing PLAT cee leah Scie Scene a ene Oe Gates First Digits 12345 67 8 Minimum 33333333 Maximum 44444444 First Digits Minimum and Maximum Most NuPoint Agent applications allow callers to dial individual extension numbers using the NuPoint Agent Multikey option You can restrict what a caller can dial from any point in your application The default dialing plan is to allow the caller to dial any extension number beginning with the digits 1 through 8 so long as the minimum extension number dialed is three digits long and the maximum extension number dialed is four digits long Thus a caller can dial extension 123 and extension 1234 but cannot dial extension 12 or extension 12345 If your internal extension numbers are all 4 digits in length and begin with only with the digits 1 2 and 3 your dialing plan would look like First Digits 12345678 9 Minimum Maximum Note By NuPoint Agent default no extension numbers begin with 9 The number 9 is normally used to access an outside telephone line When you enter a Minimum digit length for any first digit NuPoint Agent automatically enters the same digit length in the Maximum field The Maximum digit length cannot be less than the Minimum digit length Only the numbers 0 through 9 are valid entries Entering 0 in any field tells NuPoint Agent not to accept any Multikey input beginning with that first digit You can modify the dialing plan for an
6. To speak with an operator press 0 or stay on the line Example 2 Individual Call Processing Menu For users who want to give their callers options beyond voice mail when being forwarded to NuPoint Voice you should set up a call box with a Menu detailing such options To leave me a voice message press 1 To speak with my secretary press 2 Press 0 or stay on the line for the departmental operator Programming You must record a Menu for callers to hear through the NuPoint Agent telephone interface You can program all other Menu related functions either through the telephone interface or the NuPoint Agent screen program Wa2alot Ayant Callaox Ehab Sagrant On arlan Cantlqurstiag Sara ADE HAGE AUT Atwa our m cee Menu recordad thee or thee vox thee l kat 22 Scay 2 Wart 34 09 25 How 25 dsw 27 20 4 Dalata ocx a4 Drlt Menu Telephone I nterface Dial into the call box you wish to modify and press star and the passcode You will hear the Main Menu Main Menu T0 examine your menu 5 For recorded menu review 1 For key assignments 2 For menu repetition counts 3 For Multikey input 4 To exit 9 Your callers will hear this menu if Menu is already recorded No menu is recorded if no Menu 1 2 To rerecord this menu To review the current menu recorded Copyright 2002 Mitel Networks Corporation 71 Mitel NuPoint Messenger Technical Documentation Relea
7. 10004 Name UNDERGRAD LIBRARY Segment On Action Busy No Answer Invalid Over ride N SUP 10004 MBX 10004 MBX 10004 DISC Schedule N Greeting Y Menu Y Repeat 2 Multi key N SUP XXXX MBX XXXX MBX XXXX CONT key 0 BLND 43773 DISC DISC DISC key 1 BX 32667 DISC DISC key 2 BLND 60001 key 3 BLND 32667 DISC DISC DISC key 4 UND key 5 UND key 6 UND key 7 UND key 8 UND key 9 UND Auto Exit CBX 31192 Sl Act S2 Prev S3 Next S4 Up S5 Down S6 Save S7 Prn S8 Del SO Exit When the administrator runs a report the following data appears in the statistics report screen NuPoint Agent Statistics Report Callbox 10004 Name UNDERGRAD LIBRARY Total 134 calls 49 30 minutes Last Reset 4 Oct 1997 14 29 11 Calls Trans Calls Ring Ring no Entries Hangups Segment On Handled Attempt Connect Busy Answer Invalid During During Copyright 2002 Mitel Networks Corporation Mitel NuPoint Messenger Technical Documentation Release 7 0 Over ride N Schedule N Greeting Y 134 3 Menu Y 131 125 5 Single key 128 96 96 Multi key N Auto Exit 1 1 1 Single Key Menu Requests Key 0 1 2 3 4 5 6 7 8 9 Requests 24 32 Aco 1 Percent 18 60 24 81 55 81 0 78 S1 Act S2 Prev S3 Next S4 Up S5 Down S6 Save S7 Prn S8 Del SO Exit The administrator can evaluate the data as follows e Total The total calls into the call box since the last reset e Greeting segment The Calls Handled field shows a total of 134 the numb
8. A real life example describes in practical detail the logic and organization of ACME Widget s main automated attendant and Penny Graham s individual call box 2 Call Box Segments Call box Segments are those fixed levels within each call box through which all calls are forced to pass Please review the Configuration screen of the NuPoint Agent Administrator s program for call box 1234 below Wu2alot Apact Cougara Callax Id Same Gascony emt guy m ancr Las ox aa RINK vox RRR laa l ket 22 2cac 2 Wart 24 99 25a ai dsw 27m 2 Dslata l Dasat 20 Exit fh a a a A Segments Inithl Action Busy Action No Answer Action Invalid Action Each major row in the Configuration screen represents a ca box Segment Calls fall through a call box from top to bottom and are sequentially processed by each segment There are six major call box segments Override Holiday Schedule Day of Week Schedule Greeting Menu and Auto Exit Some segments like the Menu are further subdivided into individual keys Each segment for example Override or Schedule in turn has associated with it four Action fields corresponding to the major columns in the Configuration screen They are labeled n tia Action Busy Action No Answer Action and nvalid Action The Action column is where you program all of your initial actions for each call box segment The following three columns Busy No Answer and nvalid ar
9. CP 7009 CP 6458 set Up NuPoint Agent on the NuPoint Voice System This procedure describes how to set up the NuPoint Agent program on the NuPoint Voice system You must follow these steps for NuPoint Agent to work properly Procedure Steps 1 Install the NuPoint Agent software on the NuPoint Voice system from the NuPoint Agent Optional Feature Diskette Reference CP 5402 Note If you have just completed an online software update you must repeat step 1 2 Load the NuPoint Agent prompts from the NuPoint Agent Prompts Diskette Reference CP 7009 3 Define a line group for the application you are using for NuPoint Agent Reference CP 5010 4 Set the NuPoint Voice parameters for the NuPoint Agent program This includes selecting the interface for NuPoint Agent setting the call box number to dial an extension and setting the terminal type to VT100 for NuPoint Agent operation Reference CP 6059 CP 6459 Configure a NuPoint Agent Call Box This procedure describes how to create and configure a NuPoint Agent call box It assumes you have already installed the NuPoint Agent optional feature on your NuPoint Voice system and configured NuPoint Agent to your particular PBX and integration environment Procedure Steps 1 Log into NuPoint Agent and create a call box Reference CP 6042 2 Configure the environment for this call box or use the default Reference CP 6058 3 If you want users to be able to dial an extension or mai
10. Figure 2 NuPoint Agent Call Box Environment Screen 4 Note The default is 0 Change this only if your main attendant s extension number is different Enter the call box number in the call box field up to 10 digits General Environment Variables In the Allow Owner Access field enter Y to allow the user to access their call box through Multikey N to prevent the user from accessing their call box through Multikey In the Maximum Loops field enter the number of call boxes you want to allow access to in one telephone session In the Statistics On field enter Y to tell NuPoint Agent to keep statistics for this call box N to tell NuPoint Agent not to keep statistics for this call box In the Attendant Extension field enter the main attendant s extension number Copyright 2002 Mitel Networks Corporation 104 Mitel NuPoint Messenger Technical Documentation Release 7 0 Dialing Plan 9 Inthe Minimum field enter the minimum number of digits extension length you want callers to be allowed to dial under each first digit available to callers on your system 10 In the Maximum field enter the maximum number of digits extension length you want callers to be allowed to dial under each first digit available to callers on your system Transfer Sequences 11 In the Attendant field enter the transfer sequence to be used by the ATND action The default is S X See Table 1 for a list of valid dial string characters
11. In a System or Department level call box use the Day of Week Schedule to route callers to other call boxes to handle day mode night mode and weekend mode processing In individual call boxes use the Day of Week Schedule to handle transfers to your extension and or mailbox Normally you should place the first transfer attempt to an extension in a Schedule entry Day of Week Schedule Screen Fields Day Enter the first several letters for the day of week you wish NuPoint Agent displays default values for the other fields once you enter a valid day Press the hyphen key at the beginning of any Copyright 2002 Mitel Networks Corporation 63 Mitel NuPoint Messenger Technical Documentation Release 7 0 entry to delete Time Enter the time you wish to begin processing in the format of HH MM where HH is the two digit hour of the day followed by a colon and MM the two digit minute A P Enter A for A M and P for P M Action Choose from the following list of available actions Action Code Description CBX Call box and valid call box number 0 for top level NuPoint Agent SUP Supervised transfer to a valid number BLND Blind transfer to a valid number ALT Alternate transfer sequence to a valid number SCRN Screened transfer ATND Transfer to the Attendant or Operator DISC Disconnect the caller MBX Mailbox and valid mailbox number 0 for top level voice mail UND Undefined performs no action CONT Continu
12. Mitel NuPoint Messenger Technical Documentation Release 7 0 Note Before you can start NuPoint Agent you must first put your terminal in full screen mode and set the other NuPoint Voice parameters for NuPoint Agent Refer to CP 6059 in the NuPoint Agent Configuration Guide part 4 of this manual for a detailed procedure for setting these parameters c All Software Copyright 1983 1991 Centigram Corporation All Rights Reserved System Status HOST L STATUS 3 ENA OS 3 15X EMORY 5727 11840 ERRORS Y Bus Disk 0 1 2 3 4 5 6 0 ENA _ 5 1 3 z 2 MAIN MENU M ailbox maintenance R Report generation S System maintenance X Exit Logging I nto NuPoint Agent The first NuPoint Agent screen is the Login Screen Each NuPoint Agent screen is identified by name in the center of the highlighted top bar NuPoint Agent Login NuPoint Agent for NuPoint Voice Version 6 1 Username 9995 Passcode C 1987 1997 VMC Systems Inc All Rights Reserved SO Exit The bottom highlighted bar lists the shift key combinations that perform various actions within NuPoint Agent Administrator The only shift key enabled in the Login screen is Shift 0 for Exit Pressing Shift 0 lets you exit the current screen and takes you back to the previous screen Copyright 2002 Mitel Networks Corporation 18 Mitel NuPoint Messenger Technical Documentation Release 7 0 Default U
13. key 2 CBX 9200 key 3 CBX 9300 key 4 UND key 5 UND key 6 UND key 7 UND key 8 DBN key 9 DISC Auto Exit ATND MBX 9999 MBX 9999 DISC S1 Act S2 Prev S3 Next S4 Up S5 Down S6 Save S7 Prn S8 Delete SO Exit Single Key Screen Fields Action Choose from the following list of available actions Enter the Action Code Action Code Description CBX Call box and valid call box number 0 for top level NuPoint Agent SUP Supervised transfer to a valid number BLND Blind transfer to a valid number ALT Alternate transfer sequence to a valid number SCRN Screened transfer ATND Transfer to the Attendant or Operator DISC Disconnect the caller MBX Mailbox and valid mailbox number 0 for top level voice mail UND Undefined performs no action CONT Continue in current call box to Greeting DBN Dial by Name Busy If you selected supervise SUP blind BLND alternate transfer ALT or screened SCRN transfer in the Action field you can tell NuPoint Agent where to send the caller if the initial transfer attempt reaches a busy signal Busy recognition depends upon NuPoint Agent receiving a busy signal on a transfer attempt On many PBX systems when a station is call forwarded busy NuPoint Agent will not hear or detect a busy signal Consequently NuPoint Agent will not be able to reconnect the caller and process the incomplete transfer Busy Action Copyright 2002 Mitel Networks Corporation 78 Mitel NuPoint Mess
14. Action field you can tell NuPoint Agent where to send a caller if the initial transfer attempt is to an invalid extension by entering an action code from Table 2 in the Invalid field Table 2 Busy No Answer and Invalid Action Codes Action Code Description CBX Call box and call box number 0 for top level NuPoint Agent DISC Disconnect the caller MBX Route caller to a Mailbox 0 for top level voice mail for the mailbox corresponding to the extension dialed CONT Continue in current call box to Greeting Save Your Multikey Programming When you are finished programming Multikey for the call box press Shift 6 S6 to save your schedule Press Shift 0 SO to exit the Configuration Screen Copyright 2002 Mitel Networks Corporation 123 Mitel NuPoint Messenger Technical Documentation Release 7 0 CP 6053 Program Override for a Call Box This procedure describes how to program Override for a NuPoint Agent call box This feature allows you to preprogram the call box to transfer calls to an extension another call box voice mail the attendant or another application Procedure Steps 1 Before you start to configure your Day of Week Schedule fill out the Override portion of the NuPoint Agent Worksheet for the call box you want to configure 2 Reach the NuPoint Agent Main Menu shown in Figure 1 Reference Menu Map 13 NuPoint Agent Main Menu Configuration Holiday Schedule Day of Week Schedule Statist
15. Box This procedure describes how to create a NuPoint Agent call box It assumes you have already installed the NuPoint Agent optional feature on your NuPoint Voice system and configured NuPoint Agent to your particular PBX and integration environment Procedure Steps 1 Before you start to create and configure a call box fill out a NuPoint Agent Worksheet with the parameters you want to program for the call box 2 From the NuPoint Voice Main Menu go to the NuPoint Agent Maintenance screens Reference Menu Map 13 Select C NuPoint Agent Maintenance Log Into NuPoint Agent 3 The first NuPoint Agent screen is the Login Screen shown in Figure 1 where your default Username 9995 appears Press Tab to move the highlighted cursor to the Passcode field 4 Enter your passcode and press Enter The default passcode is 0 You can change both the default NuPoint Agent Username and Passcode at any time through the telephone interface Copyright 2002 Mitel Networks Corporation 114 Mitel NuPoint Messenger Technical Documentation Release 7 0 NuPoint Agent Login NuPoint Agent for NuPoint Voice Version 6 1 Username 9995 Passcode C 1987 1997 VMC Systems Inc All Rights Reserved SOREX Figure 1 NuPoint Agent Login Screen Create a Call Box 5 The NuPoint Agent Main Menu Screen shown in Figure 2 appears Press Tab or the Up and Down Arrow keys to move the cursor to the Configuration field and press En
16. Call box 9000 now looks like this Wi2alot Ayant Cantlquzstiag Callaox hhh Sore ADE HAGE AUTUATTENOAST dagrant On atlan our m An cee Override t tor Sched Lb t Ovaride On azao ox ome vox oon l Ast 22 Ozer 3 Hert 240p 35 Dove i rra 37 220 29 alate Call box 9002 appears below It is programmed to greet callers with a snow emergency Greeting The Menu tells callers to dial an extension number to leave a message Wi2alot Ayant Canliquzstiag Callaox bbe mare AG Secs Ci0sume Ovenoroe due to the severe ouy m anwr enva bid weather conditons Ihs wx fees oct ourofficarare cbd m Gist 22 Jray 2 Wart 24 99 5 Dawa 25 Aaw 27 20 4 Dalata l Dasat 20 Exit Copyright 2002 Mitel Networks Corporation 57 Mitel NuPoint Messenger Technical Documentation Release 7 0 Holiday Schedule Description You can use Holiday Schedules to route callers by the month and day of year NuPoint Agent provides a predefined list of eleven of the most commonly observed holidays In addition you can program as many as five user defined holidays You can define a maximum of sixteen individual holidays per call box You must define at least two holidays for the Holiday Schedule to work Example Memorial Day The NuPoint Agent Administrator has created and programmed a call box call box 9905 for example with the following Greeting Thank you for calling ACME We will be closed in observance of Mem
17. Drop Lines From Current Group Prompt Enter lines to drop Response Line s to remove from the line group values and formats are the same as described above for adding lines 8 Exit to the NuPoint Voice Configuration Offline Menu 9 Assign the application to the current line group e For NuPoint Voice DID NuPoint Voice Pagers and Message Delivery go to the Linegroup Only Applications Menu Reference Menu Map 2 copyright 2002 Mitel Networks Corporation 117 Mitel NuPoint Messenger Technical Documentation Release 7 0 G Group Selected se FY Oo Oo KH Prompt Enter a group number Response f the current line group number is the one you want press Enter otherwise enter the line group number for the application you are assigning Prompt APPL G U D E M P R V W X Response V for NuPoint Voice D for DID NuPoint Voice P for Pagers and or Message Delivery Prompt APPL G U D E M P R V W X Response Save the assignment by exiting to the NuPoint Voice Configuration Main Menu e For the DTMF to PBX Message Lights application go to the DTMF Applications Menu Reference Menu Map 6 S G Group Selected el ec tE Prompt Enter a group number Response f the current line group number is the one you want press Enter otherwise enter the line group number for DTMF to PBX Message Lights Prompt APPL G D W X Response D The system confirms the assignment of the DTMF to PBX Message Lights app
18. Enter To confirm that you wish to delete the current call box enter Y yes Press Enter to accept your response NuPoint Agent deletes the call box Note The default response which appears in the pop up menu is N meaning do not delete the call box Most NuPoint Agent commands that destroy or otherwise delete data require that the Administrator Copyright 2002 Mitel Networks Corporation 31 Mitel NuPoint Messenger Technical Documentation Release 7 0 manually change the default response Opening an Existing Call Box There are several ways to open existing call boxes You can enter a call box number in the call box field to open the call box with that number and close your current call box You can also press Shift 2 Prev to open the previous call box in descending numeric order or press Shift 3 Next to open the next call box in ascending numeric order Whenever you open another call box NuPoint Agent checks to see if you have made any changes to the current call box NuPoint Agent prompts you to save any changes before opening the next call box Saving and Closing Call Boxes You can save call boxes by pressing Shift 6 Save Any changes you have made to the call box will be written to the NuPoint Messenger Server s disk When you attempt to open another call box before saving the contents of the current call box NuPoint Agent informs you that the call box has not been saved and gives you the opportunity to save it
19. Environment Line Group Callboxes About NuPoint Agent s0 Quit You can move between Menu choices by pressing Tab or by pressing the Up and Down arrow keys The first group of six menu choices deal with individual call box programming and reporting The second group of three menu choices enable you to configure global NuPoint Agent parameters All menu choices correspond to the names of the various NuPoint Agent screens which are more fully described later in this chapter Take a moment to read the About NuPoint Agent screen It provides a handy summary of basic NuPoint Agent navigation keys and function key conventions Creating and Saving Call Boxes Press Enter while the highlighted cursor is over the Configuration item in the Main Menu This is the screen you use most often to create and program call boxes You can not make any changes to the Configuration screen until you have created at least one call box Note A NuPoint Agent system is limited to 500 call boxes NuPoint Agent Configuration Callbox Name Segment On Action Busy No Answer Invalid Over ride SUP Schedule Greeting Menu Multi key key 0 U key key key key key key key Z2Z2222 YAO BPWNE C OOO G a a Copyright 2002 Mitel Networks Corporation 30 Mitel NuPoint Messenger Technical Documentation Release 7 0 key 8 UND key 9 UND Auto Exit SUP Sl Act S2 Prev S3 Next S4 Up S5 Down S6 Save S7 Pr
20. Networks Corporation 129 Mitel NuPoint Messenger Technical Documentation Release 7 0 NuPoint Agent Configuration Callbox 1234 Name Segment On Action Busy No Answer Invalid Over ride N SUP 1234 MBX 1234 MBX 1234 DISE Schedule NE INCHEMOMS 56 5566 bog oe Greeting N Menu N Repeat li CBX Callbox Multi key N SUP XXXX SUP Supervised XXXX CONT key 0 UND BLND Blind key 1 UND ALT Alternate TrSeq key 2 UND SCRN Screened key 3 UND ATND Attendant key 4 UND DISC Disconnect key 5 UND MBX Mailbox key 6 UND UND Undefined key 7 UND CONT Continue key 8 UND DBN Dial By Name key 9 UND A A A E E r ane cea aioe eae Auto Exit SUP 1234 MBX 1234 MBX 234 DISC SITAR Brevi SSINexac S4 wije SH Deria SO SaMo PrE StS SO lspeavic Figure 3 NuPoint Agent Configuration Screen With Actions Menu Table 1 Single Key Action Codes Description Program Busy No Answer and I nvalid Number Actions CBX Call box and call box number 0 for top level NuPoint Agent SUP Supervised transfer to a valid number BLND Blind transfer to a valid number ALT Alternate transfer sequence to a valid number SCRN Screened transfer ATND Transfer to the attendant or operator DISC Disconnect the caller MBX Mailbox and valid mailbox number 0 for top level voice mail UND Undefined performs no action CONT Continue in current call box to Greeting DBN Dial by Name 8 I
21. NuPoint Messenger Technical Documentation Release 7 0 Outside alk 655 5000 655 5500 PER trunk side 000 9300 Virtualectensions Call forwarded all to NuPoint Voie hunt group PBX station side Zz Z soa 2 Call forwarded Callforwardd Call forwarded busy tovoike mail noanswer to voice mail Callbox 5674 dos not T ria ong arit Route caller to voice reailbox 5674 NuPoint Messqnger Callers reach Penny s call box 1234 either by dialing her extension through the ACME main automated attendant or after being forwarded Ring Busy or ring no answer from her extension Copyright 2002 Mitel Networks Corporation 12 Mitel NuPoint Messenger Technical Documentation Release 7 0 Outside ca ller di k Outside c ller di k Internal caller ACME Main number Penny s DID number dik Penny s 555 5000 555 1234 extension 1234 all box9000 Ifpouknow the dizit ettension number of the person youwish en ter it now Transfer to 1234 T Forwackd RERNA 1234 to voice mail pilot Y Call forward Call Sprvacd Ring busy RHA 1 Caller dik 1234 Erecutes call bor 1234 Invalid First Action in Mutaict Ayat Callbox 1234 is Gattaox IA to supervieed transfer caller to agrare on extension 1234 Over zlde Schedule t Grating isa AUTO Exit tas al Aat S2 Srer 2 Maxt 24 Op 25 0x0 Continue in current allbo to Greeting Hello this
22. Prev S3 Next S4 Up S5 Down S6 Save S7 Prn S8 Delete SO Exit Penny has a private call box shown above She uses it so her coworkers at ACME can get hold of her in an emergency She has programmed this call box so that key 5 transfers to various sites in a nearby area code Key 1 transfers to her home Key 8 transfers to her second extension Key 2 transfers to her pager The NuPoint Agent Administrator authorized and programmed these keys for Penny The only key Penny can modify through her own call box is key 6 where she can change the value of X so that calls can be transferred anywhere in the 428 local exchange Generada ssrigdwrdaieweem ands oe awk aes Sees Gane Segment Alternate TrSeq TUNA Owner Access Record Quality 3All Max Loops Max Tel No Stats On CDR On Override Attn Ext Spprss MBX Grt Holiday Ee ar tbs E O E E E CR HIS E estan O eeu Schedule Dahesh a Gs Plaise geranio acae E Sy RS Multikey First Digits 1234567 8 9 Key 1 S9 XG 20 Minimum Key 2 S9 1800X0 Maximum Key 3 E E E EE E E E EEN E RS Key 4 Transfer Sequences 2 26 Key 5 S9 1408XG 30 Attendant Key 6 Blind Key 7 Supervised Key 8 Reconnect Busy Key 9 Reconnect RNA Key 0 Reconnect Invalid 5 PAUCO Te See seeks aea ge Syed death ie hea wee Reconnect Reject Print Port 1 The advantages to Penny are 1 She need
23. Reference NuPoint Agent Menu 5 3 Press to review the recorded Menu if any 4 Press again to record or rerecord your Menu When you hear the recording tone beep start your recording 6 When you are finished recording press any key to stop This ends the recording and returns you to the Menu Note If you do not press a key a programmable silence detect period will elapse before recording ends If you find that some callers miss hearing the beginning of the Menu when dialing into the call box try waiting a second or two before you start recording your Menu DID lines sometimes truncate speech playback without a slight delay ABC 7 Ifyou wish to review your Menu press 2 copyright 2002 Mitel Networks Corporation 132 Mitel NuPoint Messenger Technical Documentation Release 7 0 8 If you wish to rerecord your Menu press 9 If you wish to delete your Menu recording press WXY 10 When you are satisfied with the Menu for this call box press 2 to exit and save the current Menu recording CP 6052 set the NuPoint Agent Menu Repetition Count This procedure describes how to set the Menu Repetition Count for a NuPoint Agent call box It assumes you have already created a call box using CP 6042 and that you have already recorded a Menu for the call box using CP 6051 You can set the menu repetition count using either the NuPoint Agent telephone interface or the NuPoint Agent console program Procedure S
24. Report generation S System maintenance X Exit Logging I nto NuPoint Agent The first NuPoint Agent screen is the Login Screen NuPoint Agent screens are identified by the name in the center of the highlighted top bar NuPoint Agent Login NuPoint Agent for NuPoint Voice Version 6 1 Username 9995 Passcode C 1987 1997 VMC Systems Inc All Rights Reserved SO Exit The bottom highlighted bar lists the shift key combinations that perform various actions within NuPoint Agent Administrator The only shift key enabled in the Login screen is Shift 0 Exit When you press Shift 0 you exit the current screen and return to the previous screen Default Username and Passcode Your default NuPoint Agent username is your Administrator s call box number 9995 Your default NuPoint Agent passcode is zero 0 Enter your passcode by pressing Tab to move the highlighted cursor to the Passcode field Enter 0 and press Enter You can change either the default NuPoint Agent username or passcode at any time NuPoint Agent Main Menu Once you have successfully logged in as the NuPoint Agent Administrator the NuPoint Agent Main Menu appears NuPoint Agent Main Menu Copyright 2002 Mitel Networks Corporation 29 Mitel NuPoint Messenger Technical Documentation Release 7 0 Configuration Holiday Schedule Day of Week Schedule Statistics Report Call Handling Summary Callbox Environment Global
25. Then go to the NuPoint Agent Menu 5 Set the number to dial an extension for the NuPoint Agent call box Select D Dial extension call box number Prompt Transfer Call Box Response The number of the call box you have set up to allow callers to dial an extension 6 Exit to save the change If you were working offline you must activate the inactive configuration Set the Terminal Type copyright 2002 Mitel Networks Corporation 134 Mitel NuPoint Messenger Technical Documentation Release 7 0 1 From the NuPoint Voice Configuration Main Menu reach the System Maintenance Menu and go to the Terminal Type Menu Reference Menu Map 12 2 Press V to select terminal type VT100 or Q to select the QNX terminal type The system displays the following Terminal name vt100 or Terminal name QNX Note A monochrome monitor should be set to run in QNX screen mode with NuPoint Agent VT100 mode will not work with a monochrome monitor and is not listed as a menu option 3 Exit to save the change CP 7009 Update Prompts This procedure describes how to update the prompts You must update the prompts after you install the NuPoint Agent software Procedure Steps 1 Go to the Installation and Service Manual Chapter 3 Model 70 Model 120 Model 640 Worksheets NuPoint Agent Worksheet NuPoint Agent System Worksheet NuPoint Agent Holiday Worksheet NuPoint Agent Environment Worksheet List of Procedures Proc
26. Y to allow user s to access their call boxes through Multikey N to prevent user s from accessing their call boxes through Multikey 6 Inthe Maximum Loops field enter the number of call boxes you want to allow access to in one telephone session 7 Inthe Statistics On field enter Y to tell NuPoint Agent to keep statistics for call boxes Copyright 2002 Mitel Networks Corporation Mitel NuPoint Messenger Technical Documentation Release 7 0 N to tell NuPoint Agent not to keep statistics for call boxes 8 In the Attendant Extension field enter the main attendant s extension number Note The default is 0 Change this only if your main attendant s extension number is different Dialing Plan 9 Inthe Minimum field enter the minimum number of digits extension length you want callers to be allowed to dial under each first digit available to callers on your system 10 In the Maximum field enter the maximum number of digits extension length you want callers to be allowed to dial under each first digit available to callers on your system Transfer Sequences 11 In the Attendant field enter the transfer sequence to be used by the ATND action The default is S X See Table 1 for a list of valid dial string characters 12 In the Blind field enter the transfer sequence to be used by the BLND action The default is S XH See Table 1 for a list of valid dial string characters 13 In the Supervised field enter
27. You receive a similar message if you try to exit the NuPoint Agent Administrator program without saving your current changes Note Saving a call box overwrites any previous information stored in that call box NuPoint Agent Configuration Callbox 8888 Name GRAHAM PENNY Segment On Action Busy No Answer Invalid Over ride N SUP 4321 MBX 1234 MBX 1234 DISC Schedule Y Greeting Y Menu X Repat Aroue d a e aE E are AEE SE A ar E E E O Multi key N SUP X 7 XXXX CONT key 0 SUP Callbox 8888 1234 MBX 1234 key 1 BLND 2 has not been saved 1234 MBX 1234 key 2 BX Ls key 3 CBX 2 Do you wish to save it Y key 4 ALT I 1234 MBX 1234 key 5 UND Band see oneal cen irra a eaaa a A a aera eae key 6 UND key 7 UND key 8 UND key 9 UND Auto Exit BX 1234 S1 Act S2 Prev S3 Next S4 Up S5 Down S6 Save S7 Prn S8 Del SO Exit NuPoint Agent Global Environment One of the NuPoint Agent Administrator s most important responsibilities is to configure and maintain the NuPoint Agent Global Environment You can not make any changes to the NuPoint Agent global environment until you have created at least one call box The Global Environment controls a number of NuPoint Agent global settings that determine how Copyright 2002 Mitel Networks Corporation 32 Mitel NuPoint Messenger Technical Documentation Release 7 0 individual call boxes work For instance you set call transfer sequences valid extension lengths attendant
28. any action A caller pressing an undefined key would hear I m sorry did not recognize that key and would either 1 hear the Menu again if the repetition count were greater than 1 or 2 would fall through to the Auto Exit Any time a single key assignment is also a potential valid first digit of an extension number there is a programmable delay before NuPoint Agent acts upon the single key If the call box Environment were programmed as shown below single keys 1 and 2 would immediately execute their assigned Actions since there are no valid extension numbers beginning with a 1 or 2 No valid extension begins with a 1 or 2 However you would notice a slight delay when pressing keys 3 4 5 or 6 NuPoint Agent waits to see if the caller will dial more digits The default time to wait for additional keys is two seconds Automatic Exit Description The Automatic Exit Auto Exit affects callers who take no action in a call box or who reach a call box with no programming or no Greeting recorded Auto Exit also routes callers who make too Copyright 2002 Mitel Networks Corporation 80 Mitel NuPoint Messenger Technical Documentation Release 7 0 many errors in a call box Auto Exit is always on and must always be programmed with a valid Action Example Main Auto attendant ACME has programmed Auto Exit to transfer to the attendant during business hours and to the security desk after hours T
29. call box passcode 0 for 6 Press 1 to keep your passcode You will now hear the call box Main Menu On integrated systems Please enter your passcode or On non integrated systems Welcome to the Message Center Enter a number or wait NuPoint Voice main menu Hello name You have X messages Please enter your call box passcode Welcome to your new call box In order to insure the privacy of your call box you should select a new passcode at this time will use this passcode to verify your identity during future calls Please enter your new passcode Your passcode Is To change this passcode press 8 call box Main Menu For override functions press 1 To examine your schedule press 2 To review your greeting press 4 To examine your menu press 5 For automatic exit actions press 6 For other owner functions press 8 To end this call press 9 Thank you Good day Hang up Recording Your Call Box Greeting You record your call box Greeting through the NuPoint Agent Telephone Interface Ste Procedure What you hear previous procedure Accessing your call box from your Voice Mailbox 2 Press 4 to review your greeting 3 Press 1 to rerecord your greeting copyright 2002 Mitel Networks Corporation 1 Access your call box Main Menu See call box Main Menu For override functions press 1 To examine your schedule press 2 To
30. caller It then continues with whatever is programmed in this Busy Action field Select from the following possible Busy Actions Action Code Description CBX Call box and valid call box number 0 for top level NuPoint Agent DISC Disconnect the caller MBX Mailbox and valid mailbox number 0 for top level voice mail X copyright 2002 Mitel Networks Corporation 74 Mitel NuPoint Messenger Technical Documentation Release 7 0 for the mailbox corresponding to the extension dialed CONT Continue in current call box to Greeting No Answer If you selected any transfer that supervises for answer SUP in the Action field you can tell NuPoint Agent where to send the caller if the number dialed is not answered If you are not supervising for answer in your initial Action for example BLND the No Answer Action field never takes effect NuPoint Agent waits the number of seconds prescribed in the Time Until No Answer TUNA field of the Environment screen before reconnecting the caller Make certain that your PBX does not forward the call before NuPoint Agent can reconnect the caller Select from the following possible No Answer Actions Action Code Description CBX Call box and valid call box number 0 for top level NuPoint Agent DISC Disconnect the caller MBX Mailbox and valid mailbox number 0 for top level voice mail X for the mailbox corresponding to the extension dialed CONT Continue in current call box
31. for a voice or computer tone answer Hang up go on hook Answer supervision Wait for telephony signal from destination Use only with trunk four wire connection Start a new activity do not go off hook Ring once Go off hook wait for dial tone Switch hook flash no wait required Copyright 2002 Mitel Networks Corporation 113 Mitel NuPoint Messenger Technical Documentation Release 7 0 T Go off hook wait for dial tone V Voice pager play the first unplayed message X Variable picks up any telephone numbers or mailbox numbers entered by the Administrator in other NuPoint Agent screens Alternate Transfer Sequences and TUNA 18 If you wish to set global alternate transfer sequences for all call boxes you can enter the transfer sequence up to 16 characters in the All field or under individual call box segments such as Override Multikey or individual keys Note Usually individual call boxes use their own alternate transfer sequences programmed in their call box environment 19 If you wish set a global Time Until No Answer TUNA for all call boxes you can enter the number of seconds in the TUNA column that you want NuPoint Agent to wait before reconnecting with the caller Save Your Configuration 20 When you are finished configuring your Global Environment press Shift 6 S6 to save your configuration 21 Press Shift 0 S0 to exit the Global Environment Screen CP 6042 create a NuPoint Agent Call
32. mailbox 5678 busy or 1234 on a no answer Pressing 0 transfers to the operator Pressing 2 or remaining on the line moves the caller to Penny s voice mailbox Penny s staff knows to press 8 if they really need to reach her Key 8 moves the caller into call box 12340 which is programmed as follows Copyright 2002 Mitel Networks Corporation 16 Mitel NuPoint Messenger Technical Documentation Release 7 0 WuJalot taot Cmtiypzatlao Callax Lid mere Gonos PERET rormte Canas0s dagran n atlan nu cy m an cee enve Lhd sur tas v tas ocx r RR ULITELI s l Hill ruhas reached my paronal call ist Tory and ranch me at home after houes pres i Te transfr te ay page pres 2 and eater pour cadback numba Te dstente a summery of thelatest sales meting ARA your access oee PS so tea sting and gt important thet parah me diett pros I Stay on thedineor pres 0 to danas mea soie masage Pressing 1 transfect to 555 1993 Penny s horme nurober NuPoint Agentactua lh paors a switch hook fish gts adiltons dik 9 for an outside lina pauses ons second then dils 555 1993 Thisall i superviesd for20 seconds Penny s hore answering reachine picks up alk after 25 seconds Panny s hore phone tings no answer or b busy the aller i reconnected and Continua in the call box to hear the menuaggin repetition count set to Thi way the caller an try anotharoption on the are phone all Pressing 2 blind transf
33. never give out her home phone number 2 She need never divulge her summer home or car phone number 3 She decides who can reach her and when 4 People need only remember one telephone number for Penny Screened Transfer Description You can screen external calls to specific extensions by using the screen transfer type Callers Copyright 2002 Mitel Networks Corporation 89 Mitel NuPoint Messenger Technical Documentation Release 7 0 will be asked to speak their name which NuPoint Agent will record Upon listening to this recording the called party can either accept or reject the call If the call is accepted the calling party will be immediately connected If the call is rejected the caller is treated as if the extension did not answer Programming Press the S1 Action key while cursor is in any Action field CBX Call box SUP Supervised Transfer BLND Blind Transfer ALT Alternate Transfer SCRN Screened Transfer ATND Attendant DISC Disconnect MBX Mailbox UND Undefined CONT Continue in call box DBN Dial by Name Screened transfer is the fifth item in the Action menu Abbreviation SCRN You must use the S1 Action Menu to select this action Operation Screened transfers must always use a supervised call transfer sequence NuPoint Agent will use the Supervised transfer sequence programmed in your Environment screen You can only indicate a screened transfer as an initial Action In the event a ca
34. number the default is 9995 Access the Administrator s Call Box From an Outside Line 1 Place a call to the NuPoint Agent automated attendant application and dial 9995 the default NuPoint Agent Administrator s call box Ensure that 9 is a valid first digit in the call box Environment screen Enter your call box passcode when prompted ABC Press 2 to create a call box If the call box does not already exist enter the call box number to create Copyright 2002 Mitel Networks Corporation 98 Mitel NuPoint Messenger Technical Documentation Release 7 0 L 1 4 Press to verify that the call box was created or press to cancel DEF 5 Press 3 to delete an existing call box If the call box exists enter the call box number to delete 6 When you hear the prompt telling you that the call box is being deleted press to accept the action or press to cancel 7 Press to access a call box for programming then enter the call box number to x program immediately followed by to access owner functions of the call box The call box asks you for your passcode All newly created call boxes have a default passcode of 0 If you do not enter you hear the call box as a caller would Note You can press ia after you finish entering your call box passcode The a key tells NuPoint Agent that you are done entering digits Since NuPoint Agent normally waits two or three seconds to see if you might ente
35. or menu has been recorded b Check the schedule to make sure that during that time the action does not route back to the same call box for example CBX call box If control should be with the call box during that time the schedule should include CONT Conference call on transfer with calling party and two instances of voicemail Problem When a call is transferred blind or supervised or screened and there is no answer at the transferred location a conference call happens with the person calling and two instances of voicemail one playing the greeting right after another starts a Check the TUNA time and make sure that the call is pulled back to the call box and the RNA action is taken before the time that it takes for voicemail to answer Menu options phone keys not working Problem When choosing menu options the keys that the user presses do not initiate the specified actions a Confirm that a menu has been recorded by the call box user Pauses after recording greetings menu etc Problem When recording the greeting menu or name for screened calls there is a long pause after speech is completed a End all recordings with the key Forgotten passcode Copyright 2002 Mitel Networks Corporation 47 Mitel NuPoint Messenger Technical Documentation Release 7 0 Problem The call box user has forgotten his her call box passcode a The system administrator can edit any call box by logging into the adminis
36. s extension numbers and statistics functions in the Global Environment Each call box has an identical call box level Environment screen which you can use to override the Global settings Global Environment settings govern the operation and programming of all newly created unmodified call boxes Unless the Administrator intentionally modifies a specific call box s Environment the entries in the Global Environment govern that call box s default settings In general NuPoint Agent default settings should be conservative and fairly restrictive You should follow the practice of keeping Global Environment settings conservative modifying individual call box Environments to grant expanded capabilities when the need arises To view the Global Environment screen select Global Environment from the NuPoint Agent Main Menu These functions cannot be performed from the NuPoint Agent telephone program NuPoint Agent Global Environment ADMIN Box 9995 Genera lerias a E a E Sige E Ba eee Segment Alternate TrSeq TUNA Owner Access Y Record Quality All Max Loops 20 Max Tel No Me Stats On N CDR On Override Attn EXE 0 Spprss MBX Grt Holiday satan sedans E EA E us fal Dede ta cata de ls ap ces EA tas Schedule Dae GSP Aes sea aaa E Greyson rete Multikey First Digits 12345678 9 iKey 1 Minimum 333333233 Key 2 Maximum 44444444 Key 3 Saare ara e aira o et See aaea o e a ea REY A Tra
37. shown in Figure 1 Reference Menu Map 13 NuPoint Agent Main Menu Configuration Holiday Schedule Day of Week Schedule Statistics Report Call Handling Summary Callbox Environment Global Environment Line Group Callboxes About NuPoint Agent s0 Quit Figure 1 NuPoint Agent Main Menu Copyright 2002 Mitel Networks Corporation 102 Mitel NuPoint Messenger Technical Documentation Release 7 0 3 Press Tab or the Up and Down Arrow keys to move the cursor to the call box Environment field and press Enter to reach the NuPoint Agent call box Environment Screen shown in Figure 2 NuPoint Agent Callbox Environment Callbox 9995 UGENn Sirah aai hale to theron lnd Ghelee ea a ayia naan ates whe Segment Alternate TrSeq TUNA Allow Owner Access Y lt All TEA Loops 20 isha lewes On N Override attendant Ext 0 Schedule TETEE TENE DA ead oh tere tas Multikey NE TET a E E S S E A te Key 0 EEN Digits 1 2 3A p 6 V89 Key 1 ahaha 31 30 33 37348558 Key 2 DE 44444444 Key 3 EEE E ETES AAA Key 4 E E NT T EEEE EEE E ET Key 5 Aevendant S X Key 6 eee S XH Key 7 ieee S XG Key 8 Recdniect Busy S i Key 9 aoe RNA S i Auto Exit T Invalid S ee Saba MG ofan e ate hee S2 Prev S3 Next S4 Up S5 Down S6 Save S7 Prn S7 Del so Exit Copyright 2002 Mitel Networks Corporation 103 Mitel NuPoint Messenger Technical Documentation Release 7 0
38. the Action you wish that segment to take You can transfer calls to extensions outside telephone numbers or the attendant You can also route the caller to voice mail other call boxes or other NuPoint Agent applications The example below should help you visualize a caller s path through a call box call box 9000 is the initial call box handling incoming calls to ACME It includes all six segments and the order in which they are presented Example ACME Main Automated Attendant Call Box 9000 Call Box Segment _ Action Description Override If enabled Override all subsequent segments in this call box and end all calls to the snow day call box If not continue to next egment Holiday Check to see if today is an observed Holiday If it is route call hrough the holiday s call box Otherwise continue to next egment Continue to the next segment in this call box After 5 00 PM and on weekends go to the night time call box 9001 Play the recorded Greeting Thank you for calling ACME Manufacturing Copyright 2002 Mitel Networks Corporation Mitel NuPoint Messenger Technical Documentation Release 7 0 Menu Play the recorded Menu If you know your party s 4 digit extension number you may enter it now or at any time during this message To look up a name in the company phonebook press 8 For Sales and Marketing press 1 For Shipping press 2 For Accounting press 3 f you wish to speak w
39. the Caller to an Extension or Outside Number Whenever you select a transfer Action you can also define the transfer method as well as the subsequent incomplete transfer Action to take if the original transfer was incomplete for example a Ring Busy Ring No Answer or Invalid You can route the caller to another call box disconnect the caller or route the caller to voice mail on any incomplete transfer Blind Blind transfers normally switch hook flashes dials a number and connects the call Blind transfers do not supervise for answer but will usually detect a busy signal Supervised Supervised transfers normally switch hook flashes dials a number and waits either until the call is answered or until a programmable length of time has elapsed without the call being answered Supervised transfers will also detect a busy signal Screened In a screened transfer the caller is asked to speak their name before the transfer takes place When the call is presented to the dialed extension NuPoint Agent plays this recorded name to the called party The called party has the option of accepting the call or rejecting it If the call is accepted the caller is connected at once If the call is rejected the caller is routed as if the called extension did not answer Attendant Each call box can have its own designated attendant extension Calls transferred to the attendant follow the call box setup for transfer to attendant Alternate Each
40. to a valid number BLND Blind transfer to a valid number ALT Alternate transfer sequence to a valid number SCRN Screened transfer ATND ransfer to the attendant or operator DISC Disconnect the caller MBX Route caller to a Mailbox 0 for top level voice mail UND Undefined performs no action CONT Continue in current call box to Greeting DBN Dial by Name After the action code enter the call box number if appropriate for the day of the week greeting you are scheduling Program Busy No Answer and I nvalid Number Actions If you selected supervised SUP blind BLND alternate ALT or screened SCRN transfer in the Action field you can tell NuPoint Agent where to send a caller if the initial Copyright 2002 Mitel Networks Corporation 107 Mitel NuPoint Messenger Technical Documentation Release 7 0 transfer attempt is busy by entering an action code from Table 2 in the Busy field If you selected supervised SUP alternate ALT or screened SCRN transfer in the Action field you can tell NuPoint Agent where to send a caller if the initial transfer does not answer by entering an action code from Table 2 in the No Answer field Note NuPoint Agent waits the number of seconds prescribed in the Time Until No Answer TUNA field of the Environment screen before reconnecting the caller Be sure your PBX does not forward the call before NuPoint Agent has an opportunity to reconnect the caller 11 If
41. to send a caller if the initial transfer does not answer by entering an action code from Table 2 in the No Answer field Note NuPoint Agent waits the number of seconds prescribed in the Time Until No Answer TUNA field of the Environment screen before reconnecting the caller Be sure your PBX does not forward the call before NuPoint Agent has an opportunity to reconnect the caller 8 If you selected any transfer in the Action field you can tell NuPoint Agent where to send a caller if the initial transfer attempt is to an invalid extension by entering an action code from Table 2 in the Invalid field Table 2 Busy No Answer and Invalid Action Codes Action Code Description CBX Call box and call box number 0 for top level NuPoint Agent DISC Disconnect the caller MBX Route caller to a Mailbox 0 for top level voice mail Save Your Auto Exit Programming When you are finished programming Auto Exit for the call box press Shift 6 S6 to save your programming Press Shift 0 SO to exit the Configuration Screen CP 6054 Program Multikey for a Call Box This procedure describes how to program Multikey for a NuPoint Agent call box This feature allows callers to enter multiple digits so they can dial a mailbox or extension Procedure Steps 1 Before you start to program Multikey fill out the Multikey portion of the NuPoint Agent Worksheet for the call box you want to configure 2 Reach the NuPoint Agent Main Menu
42. to set the function to transfer callers to an extension 5 Enter the extension number you want to transfer callers to Press t then enter the extension number ABC ABC 6 Define the transfer method Press 2 then press for blind transfer 2 for WXY monitor transfer or 2 to exit this menu i DEF ABC 7 Setthe Ring Busy options Press then press 2 to move caller to a call box GHI JKL MNO 44 to transfer caller to the attendant to disconnect caller to transfer caller PRS to voice mail or 7 to keep caller in this call box ABC 2 GHI 8 Set the Ring No Answer options Press 4 then press to move caller to a call GHI gt JKL MNO box 4 to transfer caller to the attendant 5 to disconnect caller to transfer PRS caller to voice mail or 7 to keep caller in this call box KL ABC 9 Set the Invalid Transfer options Press then press 2 to move caller to a call JKL MNO to transfer caller to the attendant to disconnect caller to transfer GH 4 J box PRS caller to voice mail or 7 to keep caller in this call box WXY 10 Press lt 2 to exit with the new Override function a 11 Press lt 2 again to exit the call box CP 8050 Program Override From a Call Box to Another Call Box by Phone This procedure explains how to set the NuPoint Agent Override function in one call box to route calls to another call box by telephone Procedur
43. top level voice mail CONT Continue in current call box to Greeting Override Telephone nterface Dial into the call box you wish to modify and press star and the passcode You will hear the Main Menu Main Menu For Override functions 1 Override disabled If Override is turned off Override enabled If Override is turned on To enable Override 1 Copyright 2002 Mitel Networks Corporation 55 Mitel NuPoint Messenger Technical Documentation Release 7 0 To review Override 2 To disable Override 3 To exit with the current Override 9 Override describes currently defined Action If this is acceptable Oy To move the caller to a call box 2 To transfer to an extension 3 To transfer to attendant 4 To disconnect the caller 5 To transfer to voice mail 6 To continue in this call box 7 To exit 9 Operation When a call comes into a call box NuPoint Agent checks to see if Override is enabled for that call box If it is not the call drops to the next call box segment here the Holiday Schedule Segment If Override is enabled NuPoint Agent performs the programmed Action The valid programmable Actions for Override include transfer to call box transfer to extension transfer to attendant disconnect caller route to voice mail and continue in current call box Selecting Continue either as an initial Action or as a subsequent incomplete transfer action will move the caller to th
44. yo fur extension and pour voice rcailbox and press Enter mumle agent ton igusatlon Callax Wad enva Lhd vazr r lds dchedule Gating ranu multi Callaox Laid doat not exiler im you wirch to czeste Lt t las ox tas x tau ocx Sl act Sitecev SSrmace dirug SS mow d deve Sect di oal skexlt NuPoint Agent asks pou ifyou wish to create the neweallbox Press Enter to crate pour allbox NuPoint Agentautorratinlly takes pou to the confiruntion soren for pour newhrcrmated allbox Type pour nar in the Nare field mumin agent Cen tiguzetlon Callaox Lad mare tio swx oro dagrant n atlan our m acr Override wr mx L st mx Schedule Graating opar tam nox L s mx lau ocx Skvact Si pcey S3 maxt S4 up SS oow S Sew So ect Siroel Sb extt Copyright 2002 Mitel Networks Corporation 20 Mitel NuPoint Messenger Technical Documentation Release 7 0 Programming Key Assignments Press Tabor Enterto get to the kay 0 Action field Press Shih 1 Act for the Action Menu muine agant Con t iquzetlon Callaox Id ara ouc ma cee eEnva thd Ower rlde vox tas vox laa Schedule sarees ACTLONE eee ee eee Gating manu cox Calloax Sur Supecviced 7 cam olind tey AIT altecnete treg tey d Scoeared ATED AtTtandent eck olecomect wox alloar uso unde vad COmt Continue oos olal oy sare yaar LR ee uae ete Shvact Si pcey SS maxt 4 up SS pow S Sew S3 ect
45. your extension in Schedule you conserve Override to for other Actions Examples Penny Graham has set up the following Day of Week Schedule to control when outside callers can ring her extension WaFalot Apact Gay ot Wask datula After hous send Callax Li Bare Gonos PET callers to night roods Callbox Afr atlan envalld During business hours transfer to rog extension If iti busyor no answer Continus to the next segroent Greeting at Not 92 9200 A Mezt 240p 25 Dow diaso 470mm dalata Penny daily routine brings her into the office at 8 00 A M every weekday She leaves promptly at 5 00 P M every day except for Fridays when she plays polo However on Thursday mornings she normally has a staff meeting in her office that lasts until 10 00 A M She wants to be certain that she is never interrupted by an outside caller during these important meetings Copyright 2002 Mitel Networks Corporation 67 Mitel NuPoint Messenger Technical Documentation Release 7 0 On Mondays starting at 8 00 A M the first thing this call box will do is blind transfer callers to extension 1234 The transfer sequence for blind transfers is S XH which translated means Switch hook flash wait one second dial the numbers in the call transfer field 1234 and ring once Should the transfer encounter a busy signal the Busy Action field tells NuPoint Agent to continue CONT in the current call box This steps the caller into the next
46. 12 01 AM CBX 9912 S1 Act S2 Prev S3 Next S4 Up S5 Down S6 Save S7 Prn S8 Delete SO Exit Copyright 2002 Mitel Networks Corporation 58 Mitel NuPoint Messenger Technical Documentation Release 7 0 Holiday Schedule Screen Fields Holiday Code NuPoint Agent supports two types of Holiday Schedule entries Standard and User Defined Standard Holidays include the following generally observed holidays Holiday Code Holiday Recommended Call Box NEWYR New Year s Day KING Martin Luther King s Day 9901 PRES President s Day 9902 GFRI Good Friday 9904 MEM Memorial Day 9905 INDEP Independence Day 4th of July 9907 LABOR Labor Day 9909 COLUM Columbus Day 9910 VETERAN Veteran s Day 9913 THANK Thanksgiving 9911 XMAS Christmas 9912 To enter a Holiday simply start typing the corresponding Holiday Code Normally the first letter will be sufficient for NuPoint Agent to determine the Holiday To enter a User Defined Holiday enter U in the Holiday Code field All user defined holidays are identified as User To delete a Holiday entry place the cursor at the beginning of the line you wish to delete and press the hyphen key or Ctrl X Control X to erase the field Observed Date and Day of Week DOW Entering a Holiday code automatically calculates and displays the next occurrence of the Holiday Observed Date and the day of week of that Observed Date You cannot edit these fields No Obse
47. 5 PM Copyright 2002 Mitel Networks Corporation 14 Mitel NuPoint Messenger Technical Documentation Release 7 0 Monday through Fridays The Menu offers callers the following choices you neud libete Laveromene a maraga eter their fourcdigt atarien namba HF pouelo not Bnew theestenricn numba orare calling from a rotory phena stay onthe Dna Callers entering an extension nurober willbe tansferad diecthrto that parsons vois reailbox Mu aict Apt Caxtiquestiag Callaox Ihes Sore ADE arw tor AUTATTENOAET Notice that key 0 transfers to extension 1650 which could be a night bell The recorded menu does not inform the caller of this key However any employee of the company can use key 0 to ring the night bell or night station Multikey input whether defined for extensions or voice mailboxes always looks for a corresponding call box to execute first Individual call box programming takes precedence over Multikey programming The example on the next page illustrates a call box application for a specific extension In NuPoint Agent any extension or mailbox can have its own call box However it is not necessary for each call box to have a mailbox assigned to it depending on the function of that call box The call box controls among other things how calls should be routed to that extension for example blind transfer or supervised for answer and where the caller should be directed on an incomplete transfer fo
48. 6 For other owner functions press 8 To end this call press 9 2 Press 5 to examine your menu For recorded menu review press 1 For key assignments press 2 For menu repetition counts press 3 For automatic exit press 4 To exit press 9 3 Press 1 for recorded menu review No menu is recorded To rerecord this menu press 1 To review the current recorded menu press 2 To delete this recording press 8 To exit with the current recording press 9 4 Press 1 to rerecord the menu Please read me your menu beep 5 After the recording tone read the following menu To try my associate name press 1 To transfer to the operator press 0 f you want to leave me a message press 9 or stay on the line 6 When you are done recording press To rerecord this menu press 1 any key to stop recording You will To review the current recorded menu press hear the menu again 2 To delete this recording press 8 To exit with the current recording press 9 copyright 2002 Mitel Networks Corporation Mitel NuPoint Messenger Technical Documentation Release 7 0 7 Press 9 to exit with the current NuPoint Agent Main Menu greeting 8 Press 9 again to leave your call box Thank you good day Testing Your Call Box on Ring No Answer If your extension is integrated with the NuPoint Messenger callers dialing your extension are forwarded to your voice mailbox when your extension doe
49. After 5 00 PM until 8 00 AM Continue in current call box Call box 9002 night mode Thank you for calling ACME I m sorry We are closed The following table summarizes how Continue operates within each call box segment Call box Continue in Initial Action Incomplete Transfer Segment routes call to Actionroutes call to Override Greeting Greeting Holiday N A N A Day of Week Greeting Greeting Greeting N A N A Multi key Next repetition count of Menu Next repetition count of Menu otherwise to AutoExit otherwise to AutoExit Copyright 2002 Mitel Networks Corporation 94 Mitel NuPoint Messenger Technical Documentation Release 7 0 Single key Next repetition count of Menu Next repetition count of Menu otherwise to AutoExit otherwise to AutoExit AutoExit N A N A Dial by Name Description Dial by Name is an independent NuPoint Agent program that matches the telephone keypad equivalent of the spelled names of mailbox owners with their mailbox and extension numbers Programming Press the S1 Action key while cursor is in any Action field CBX Call box SUP Supervised Transfer BLND Blind Transfer ALT Alternate Transfer SCRN Screened Transfer ATND Attendant DISC Disconnect MBX Mailbox UND Undefined CONT Continue in call box DBN Dial by Name Dial by Name is the last item in the Action menu Abbreviation DBN You must select DBN using the S1 Action menu Ope
50. Box Once you have reviewed your changes save your call box by pressing Shift 6 Save NuPoint Agent Configuration Callbox 1234 Name Segment On Action Busy No Answer Invalid Over ride N SUP 1234 MBX 1234 MBX 1234 DISC Schedule N Greeting N Menu N Repeat ve EY DERMY MO Ee ER BWR OHS ew ew Multi key N SUP XS XXXX CONT key 0 ATND Callbox 1234 1234 MBX 1234 key 1 SUP l 1234 MBX 1234 key 2 UND Do you wish to key 3 UND save your changes Y key 4 UND key 5 UND fuie Ea EE E id ee Bole eee Brees key 6 UND key 7 UND key 8 CBX key 9 BX 1234 Auto Exit BX 1234 S1 Act S2 Prev S3 Next S4 Up S5 Down S6 Save S7 Prt S8 Del S0 Exit Press Enter to confirm that you wish to overwrite call box 1234 with your new changes Accessing Your Call Box From Your Voice Mailbox Once you have created and saved your call box you can access it directly from your voice mailbox Step Procedure Whatyouhear Copyright 2002 Mitel Networks Corporation 22 Mitel NuPoint Messenger Technical Documentation Release 7 0 1 Call the voice mail access number from your own telephone 2 Enter your mailbox passcode on non integrated systems enter your your passcode 3 Press the key newly created call boxes 5 Enter your new passcode NuPoint Agent will ask you to confirm your new passcode 7 Press 9 to end the call mailbox number followed by a and 4 Enter your
51. Busy Action 2 Process incomplete transfers ca forwarded to your call box for example if a caller dials extension 1234 directly and is call forwarded ring busy to call box 1234 NuPoint Agent processes the call according to the programmed Busy Action without attempting to transfer the call first Copyright 2002 Mitel Networks Corporation 56 Mitel NuPoint Messenger Technical Documentation Release 7 0 Examples ACME Widgets answers incoming calls using a NuPoint Agent application as its main automated attendant call box 9000 is assigned to the lines answering outside callers Jack the NuPoint Agent Administrator has wisely preprogrammed an Override in call box 9000 to route callers to call box 9002 in the event of an unexpected closure that is snow emergency Five feet of snow has fallen overnight Roads are impassable No one can make it into work Jack calls into the NuPoint Messenger system from his home and reaches the NuPoint Agent Administrator s call box 9995 from which he can program any call box He enables the Override in call box 9000 sending all calls to call box 9002 Instead of hearing the normal ACME automated attendant outside callers will now hear Thank you for calling ACME Due to severe weather conditions our offices are temporarily closed If you Know the extension number of the person you wish please dial it now and leave a message We will return your call as soon as possible Thank you
52. EKE Figure 3 NuPoint Agent Configuration Screen 8 Enter the name of the call box user in the Name field Note Never press the Delete key while you are entering information in the NuPoint Agent screens because you will lose all your changes and none of your entries will be saved Save the Call Box 9 Once you have reviewed your changes save your call box by pressing Shift 6 S6 10 Press Enter to confirm that you want to overwrite the call box with your new changes 11 Press Shift 0 SO to exit CP 5010 Define a Line Group This procedure describes how to define a line group for any of these applications e NuPoint Voice e Message Delivery e DID NuPoint Voice e DTMF to PBX Message Lights e Paging Procedure Steps 1 Reach the NuPoint Voice Configuration Offline Menu Reference Menu Map 2 CAUTION You should make all offline configuration entries on a duplicate of the active configuration so that you can easily check them and easily correct them if necessary before activating the configuration copyright 2002 Mitel Networks Corporation 116 Mitel NuPoint Messenger Technical Documentation Release 7 0 2 If desired duplicate the configuration Select B Duplicate Active Configuration Response The system copies the current active configuration When copying is completed the short form of the Offline Menu appears All subsequent steps in this procedure along with any other configuration
53. I m traveling and it s important that you reach me directly press 5 Stay on the line or press 0 to leave me a voice message In this example callers dialing Penny s extension number are forwarded to NuPoint Voice if she is on the phone or does not answer Instead of being deposited directly in her voice mailbox callers reach Penny s NuPoint Agent application This gives callers the opportunity to try to speak with someone else always a good alternative rather than forcing everyone to either hang up or leave a message Penny has complete control over who can reach her and when She can be accessible to her colleagues at the time and days of her own choosing and still keep her home and pager numbers private Penny recorded a greeting Hello This is Penny Graham I m not available right now and a menu To speak with John press 1 in her own voice The NuPoint Agent Administrator programmed each key to transfer to a specific extension outside telephone number pager number or voice mailbox He also set up a schedule so that Penny would not be disturbed at all hours Just as Penny s NuPoint Agent application handles calls forwarded from her extension an organization s NuPoint Agent application can answer incoming calls to its main telephone lines Individual departments within an organization can also have their own NuPoint Agent applications ACME s Vice President of Voice Processing submitted the following
54. Mitel NuPoint Messenger Technical Documentation Release 7 0 NuPoint Agent Reference and Configuration Manual 2700 1416 B1 Contents Copyright 2002 Mitel Networks Corporation Distributed Courtesy of sssPROMEMO IiNCORPORATED http www promemoinc com P O Box 1899 Brentwood CA 94513 Main 925 513 7510 Fax 925 775 7039 Support support promemoinc com Sales sales promemoinc com General info promemoinc com Copyright 2002 Mitel Networks Corporation Mitel NuPoint Messenger Technical Documentation Release 7 0 Preface The NuPoint Agent Reference and Configuration Manual describes the basic functions and programmable features of NuPoint Agent software This manual contains four parts e Parti Introduction and Tutorial e Part2 Administrator s Guide e Part3 Programmer s Guide e Part4 Configuration Guide Part 1 Introduction and Tutorial 1 What Is NuPoint Agent This chapter describes the NuPoint Agent application and gives a basic tutorial on its use Overview NuPoint Agent is an optional feature that works in conjunction with your NuPoint Voice software to add powerful call processing capabilities to your NuPoint Messenger system With NuPoint Agent you can create automated attendant and call processing applications for your organization departments and for individual mailboxes and extensions You can use NuPoint Agent to e Design complex call processing and a
55. Networks Corporation 108 Mitel NuPoint Messenger Technical Documentation Release 7 0 NuPoint Agent Main Menu Configuration Holiday Schedule Day of Week Schedule Statistics Report Call Handling Summary Callbox Environment Global Environment Line Group Callboxes About NuPoint Agent s0 Quit Figure 1 NuPoint Agent Main Menu 3 Press Tab or the Up and Down Arrow keys to move the cursor to the Holiday Schedule field and press Enter to reach the NuPoint Agent Holiday Schedule Screen shown in Figure 2 NuPoint Agent Holiday Schedule 01 Apr 1994 Callbox 9000 Name ACME MAIN AUTO ATTENDANT Observed Beginning Slaiaelatiavej Holiday Date DOW MM DD DOW HH MM A P MM DD DOW HH MM A P Action ME 05 30 94 MON 05 27 WR 05500 2 057 S wu mA ONEA CBX 9905 INDEP 07 04 94 MON 07 01 FRI 05 00 P 07 05 TUE 12 01 A CBX 9907 USER 09 14 WED 03 00 P CILS wei LASO aX CBX 9920 THANK 11 24 y o awe 117 23 mED WssOO LL Z25 wR TAO A CBX Qi XMAS IZ 2E 94 WOW I2 Q3 WR T2900 IZ 27 Wor WA Oil AX CBX QO S1 Act S2 Prev S3 Next S4 Up S5 Down S6 Save S7 Prn S8 Delete s0 Exit Figure 2 NuPoint Agent Holiday Schedule Screen Add Standard Holidays 4 Inthe Holiday field enter the name of the holiday you want to add Normally you only have to enter the first letter of the holiday code and NuPoint Agent fills in the rest of th
56. NuPoint Agent precedence rules apply Transfer Sequences 220es Key 6 Attendant S X Key 7 Bland S XH Key 8 Supervised S XG Key 9 Reconnect Busy S Key 0 sReconnect RNA S Auto Exit Reconnect Invalid S O ge a gs reed E ee Pee Mena ev eet Se E a eS Reconnect Reject Note If you have modified the Blind transfer sequence in your call box Environment you may experience unusual results BLND is simply a convenient label for the dial sequence coded in your call box Environment under Blind Transfer The default Blind Transfer sequence is S XH which stands for Hook flash wait for dial tone dial the X digits and ring once wait for one ring back tone Copyright 2002 Mitel Networks Corporation 87 Mitel NuPoint Messenger Technical Documentation Release 7 0 Alternate Transfer Description Transfer a call using the Alternate transfer sequence defined in the call box Environment screen for that segment or key Programming Press the S1 Action key while cursor is in any Action field CBX Call box SUP Supervised Transfer BLND Blind Transfer ALT Alternate Transfer SCRN Screened Transfer ATND Attendant DISC Disconnect MBX Mailbox UND Undefined CONT Continue in call box DBN Dial by Name Alternate transfer is the fourth item in the Action menu You can also enter A in any Action field Operation Alternate transfers refe
57. Sirosl Sb exit murine agent ton tiguzetlon Callaex Lad Segre t On atlan Envalld Override uP Schedule Grooating par wr uM Skvact Si ecey S3 makt S4 up SS oow S dew SP ect Si osl Move the cursos to the key 1 field and enter Gupervieed transfer Enter the extension numberof another pho ne whese pou might want calles to try pou Maks key 4 gp to all box by pressing Fos key 9 and Auto Exit enter M for Mailbox and enter 1234 Adding a Day of Week Schedule Entry Go to the Day of Week Schedule screen for your call box You can reach this screen by pressing the Shift 5 Down twice copyright 2002 Mitel Networks Corporation Mitel NuPoint Messenger Technical Documentation Release 7 0 Yourcusor willbeon thecall box field Prass Enter untilpourcursos kon the first Dapfield Enters M fortdonday Press Enter to get to the Action field and enter for Supervised transfer Press Enter to get to the nent field and type in pour extension nurober mumie agent Day of meet Schedule Callaox Lead mara tio sax oro may thee Ajr atlan nm L i a wue guy ds enve tid com las cost odt Sfracr di prey So maxt Situp d5 novn 3 Seve bIrrrr Sirol Sb exit In the Buspand No Answer Action fields press Shift 1 Act fos the pop up Action Menu cusordown to the CONT Continus Action and pres Enter Select DISC for the Invalid Action Saving Your Call
58. To review your Schedule 2 to exit 9 Enter the day 1 7 Enter the start time Enter AM or PM To move the caller to a call box 2 To transfer to an extension 3 To transfer to attendant 4 To disconnect the caller 5 To transfer to voice mail 6 Copyright 2002 Mitel Networks Corporation 65 Mitel NuPoint Messenger Technical Documentation Release 7 0 To continue in this call box 7 To exit 9 Modifying or Deleting a Schedule Entry Main Menu To examine your Schedule 2 To add an entry to your Schedule 1 To review your Schedule 2 To exit 9 Enter the day 1 7 Press 1 for Sunday 2 for Monday etc On day of week selected Starting at time of day Currently programmed Action If this is acceptable 1 To move the caller to a call box 2 To transfer to an extension 3 To transfer to attendant 4 To disconnect the caller 5 To transfer to voice mail 6 To continue in this call box 7 To exit 9 or if there is no entry for that day There are no schedule entries for day of week Operation Day of week Schedule entries affect all calls into a call box not previously diverted by the Override and Holiday segments Thus if today was Thanksgiving day the Thanksgiving Holiday entry would supersede normal Thursday and Friday day of week Schedule processing until the Thanksgiving holiday was over As each new call arrives at a call box NuPoint Agent determines the current
59. al by Name searches the phonebook using the GCOS of the caller mailbox or extension If there is no caller mailbox e g in the case of an outside caller Dial by Name searches the phonebook using the GCOS of the line group Administrator of the called line Backing Up Your NuPoint Agent Configuration Your NuPoint Agent configuration is automatically backed up when you do a standard NuPoint Messenger floppy backup As with the NuPoint Messenger backup you cannot back up names greetings and messages Only configuration information is backed up For information on completing a NuPoint Messenger backup see your Reference and Configuration Manual Part 4 Configuration Procedures NuPoint Agent Configuration Task List Set Up NuPoint Agent on the NuPoint Voice System CP 6458 Configure a NuPoint Agent Call Box CP 6459 Access the Administrator s Call Box by Phone CP 8054 Assign NuPoint Agent to a Line Group and Set Up the Call Box for the Line Group CP 6046 Configure a NuPoint Agent Call Box Environment CP 6058 Configure a Day of Week Schedule for a Call Box CP 6044 Configure a Holiday Schedule for a Call Box CP 6043 Configure the NuPoint Agent Global Environment
60. al for more detailed instructions on dial string characters Characte Explanation r 0 9 Keys on a standard Touch Tone telephone The following digits should be pulsed 10 PPS Stop pulsing resume sending DTMF tones Pause for one second Fourth column DTMF keys Go off hook wait for dial tone or other steady tone pager go ahead or confirmation tone for example then do next item in string Greet Wait for a voice or computer tone answer Hang up go on hook Answer supervision Wait for telephony signal from destination Use only with trunk four wire connection Start a new activity do not go off hook Ring once Go off hook wait for dial tone Switch hook flash no wait required Go off hook wait for dial tone Voice pager play the first unplayed message lt HANVOZ TIO moto In addition to these dial string characters NuPoint Agent recognizes the letter X X is a variable that picks up any telephone numbers or mailbox numbers entered by the Administrator in other NuPoint Agent screens Attendant When transferring a call to the Attendant use this transfer sequence Default is S X This is the transfer sequence used by call box action ATND Blind When transferring a call to another number and no answer supervision is required use this transfer sequence Default is S XH This is the transfer sequence used by call box action BLND which dials the extension and rings once before letting go of the call Supervised
61. an Attendant The Attendant extension cannot be changed over the telephone Disconnect Description Whenever Disconnect is placed in an Action field NuPoint Agent will hang up the line Copyright 2002 Mitel Networks Corporation 91 Mitel NuPoint Messenger Technical Documentation Release 7 0 Programming Press the S1 Action key while cursor is in any Action field CBX Call box SUP Supervised Transfer BLND Blind Transfer ALT Alternate Transfer SCRN Screened Transfer ATND Attendant DISC Disconnect MBX Mailbox UND Undefined CONT Continue in call box DB Dial by Name Disconnect is the seventh item in the Action menu Abbreviation DISC You can also enter D in any Action field Operation Disconnect places the line on hook and terminates the call box Before disconnecting the caller NuPoint Agent says 7hank you Good day Example ACME has several modems at extension numbers 5555 and 5556 All extensions beginning with 5 can be dialed directly from the main automated attendant application To prevent outside callers from reaching these modems the Administrator has created call boxes 5555 and 5556 and has programmed them to Disconnect the caller Mailbox Description Mailbox routes the caller to the designated NuPoint Voice mailbox or top level voice mail message center prompt Programming Press the S1 Action key while cursor is in any Action field CBX Call b
62. an also create delete access and program call boxes through the NuPoint Agent Administrator s Telephone Program You should have installed NuPoint Agent on your NuPoint Messenger system and assigned NuPoint Agent to lines or line groups before using the NuPoint Agent Administrator s Telephone Program Note The pound and star key are not configurable in NuPoint Agent Be careful not to confuse their use or you may get unexpected results Note The administrator s call box cannot be accessed by more than one caller at a time For example if the administrator is logged online through a terminal the administrator cannot do phone administration at the same time Accessing the NuPoint Agent Administrator s Call Box There are several ways to access the NuPoint Agent Administrator s call box When calling from your own integrated extension Dial the NuPoint Messenger access number Enter your mailbox passcode when prompted Press the star key to login to your call box Enter your call box passcode when prompted Press the pound key to reach top level NuPoint Agent Dom e o mpal Enter the Administrator s call box number 9995 When calling from an outside line to a NuPoint Agent automated attendant application Place a call to the NuPoint Agent automated attendant application and dial 9995 the default NuPoint Agent Administrator s call box Ensure that 9 is a valid first digit in the call box Environment scre
63. ard busy to the NuPoint Messenger 3 Your call box should now answer your call box 1234 Greeting call Hello this is your name m not available right now but your call is important to me Copyright 2002 Mitel Networks Corporation 25 Mitel NuPoint Messenger Technical Documentation Release 7 0 4 Next you should hear the call box Menu call box 1234 Menu you recorded earlier To try my associate name press 1 To transfer to the operator press 0 f you want to leave me a message press 9 or stay on the line 5 Press 9 or stay on the line to leave a Mailbox 1234 Greeting message What J ust Happened When your extension was forwarded to the NuPoint Messenger system NuPoint Agent received the following information along with the call 1 Whois calling the extension from which you are placing calls 2 Who was called your extension number 3 Why was the call forwarded to NuPoint Voice for example Ring Busy or Ring No Answer NuPoint Agent matches the called extension 1234 in this example with a call box also 1234 It then starts to process the call box 1234 mumle agent Callaex a4 Sore t un sax oro dagrant n setlon aur our m acur laa laa t la vox RARE Dr RRR tay tl azma wmz L d ax LNO max us tas4 Sh act S2 ecev S3 matt dirug SS cow S dewe DJ eet SE oel seextt The Over rids segment is turned
64. ause for one second A D l Fourth column DTMF keys E Go off hook wait for dial tone or other steady tone pager go ahead or confirmation tone for example then do next item in string G Greet Wait for a voice or computer tone answer H j Hang up go on hook L Answer supervision Wait for telephony signal from destination Use only with trunk four wire connection N Start a new activity do not go off hook i O Ring once l P Go off hook wait for dial tone S Switch hook flash no wait required T Go off hook wait for dial tone V Voice pager play the first unplayed message Copyright 2002 Mitel Networks Corporation 105 Mitel NuPoint Messenger Technical Documentation Release 7 0 X Variable picks up telephone numbers or mailbox numbers entered by the Administrator in other NuPoint Agent screens Alternate Transfer Sequences and TUNA 18 If you wish set alternate transfer sequences for the call box you can enter the transfer sequence up to 16 characters in the All field or under individual call box segments such as Override Multikey or individual keys 19 If you wish set a Time Until No Answer TUNA for the call box you can enter the number of seconds in the TUNA column that you want NuPoint Agent to wait before reconnecting the caller Save Your Configuration 20 When you are finished configuring the call box Environment press Shift 6 S6 to save your con
65. bb are AGH KAGE AUTO atmam Gbcarcvad Fooglaning adie User defined polldsy nawe mn mjm GON ooo Afr pajo n n oo aje Act lon Holiday BSP Ibid woe b572 rar Ss bh m S IL tue L bl wa r bJ bdj id r m BI RL rac BSo hh m bJ b5 tue L bl wa cox BEfLd aeo bisbe m bE LS tou La bl wa x Lig djid wu LL 23 aeo bishe m L725 rac Li bk wa r L g j ii woe Lef2d rar l m L272 tue La bl wa r al kot 2 7xar Wsrt 33 Up 25 Dawo fiaa 27 Om N dalata NuPoint Agent displays the current date 1 April 1994 in the upper right hand corner of the Title bar The NuPoint Agent Administrator has entered four standard holidays and one user defined holiday Yom Kippur in call box 9000 the main auto attendant call box for ACME We observe Thanksgiving on the third Thursday of November despite the actual date NuPoint Agent automatically calculates and displays the date of the next Thanksgiving when you enter the THANK in the Holiday Code field NuPoint Agent also displays the default beginning and ending dates and times Copyright 2002 Mitel Networks Corporation 61 Mitel NuPoint Messenger Technical Documentation Release 7 0 Tip Normally the first few letters of the Holiday Code are sufficient for NuPoint Agent to determine the holiday you wish Once NuPoint Agent detects a unique match it will display the Holiday and its associated data The NuPoint Agent Administrator has modified the beginning time de
66. box and opens the previous call box in descending numeric order S3 Shift 3 Next Closes the current call box and opens the next call box in ascending numeric order S4 Shift 4 Up Opens the previous screen for the call box S5 Shift 5 Down Opens the next screen for the call box S6 Shift 6 Save Saves the current call box to the NuPoint Agent disk S7 Shift 7 Prn Prints the current NuPoint Agent screen to the printer attached to the NuPoint Messenger system S8 Shift 8 Del Deletes the current call box NuPoint Agent asks you to confirm your request to delete any call Copyright 2002 Mitel Networks Corporation 51 Mitel NuPoint Messenger Technical Documentation Release 7 0 box S9 Shift 9 Reset Clears the statistics report for any call box SO Shift 0 Exit Exits the current NuPoint Agent screen and returns you to the previous screen Note In the Line Group call box screen to clear an entry you must enter 0 then Shift 0 Up Moves the cursor up one row within any NuPoint Agent Administrator s screen If the row is blank or cannot be edited pressing Up moves the cursor to the next editable row Pressing Up at the top of any column returns the cursor to the bottom of the previous column Down Moves the cursor down one row within any NuPoint Agent Administrator s screen If the row is blank or cannot be edited pressing Down moves the cursor to the next editable row Pre
67. call box segment Greeting whereupon the caller would hear Penny s recorded Greeting Hello This is Penny Graham I m not available to take your call right now The No Answer Action field has no meaning in the context of blind transfers where the call is never supervised for answer Both the No Answer and Invalid fields are programmed to Continue however in case Penny ever decides to supervise transfer calls to her extension Note the Thursday 8 00 A M entry Penny changed the time period from 8 00 A M to 10 00 A M on Thursdays to continue in the call box Any outside caller trying to reach Penny during this period will hear her call box Greeting as if they had indeed dialed her extension but reached a busy or no answer By programming her call box in this fashion outside callers will know that Penny is in the office they will not receive her night mode call box and will have available to them all of the other options for call routing that her call box offers for example dial the operator speak to her secretary or leave her a message Greeting Description The Greeting is the first call box segment callers normally hear You can record any Greeting you wish Callers will hear the recorded Greeting only if they have not been diverted elsewhere by Override or Schedule Greetings play once before moving the caller down to the Menu segment if recorded Example System Automated Attendant Greeting Your company Greeti
68. call box segment and each assigned telephone keypad number can have its own Copyright 2002 Mitel Networks Corporation 10 Mitel NuPoint Messenger Technical Documentation Release 7 0 specifically defined Alternate Transfer Sequence This programmed alternate transfer sequence takes precedence over the normal transfer sequences listed above Disconnect the Caller You can also automatically disconnect any caller attempting to dial a particular extension from a call box This option could be used to protect internal modem lines from being dialed from the company s automated attendant Route the Caller to Voice Mail You can send a caller from any call box segment to voice mail The caller can be given the choice of entering a mailbox number or can be directed to a particular mailbox Continue in the Current Call Box Specifying Continue in any segment processes the remainder of the call box Continue can move the caller down the call box structure to the next active segment Continue can also repeat the Menu Access Another Software Application As additional software applications are developed for NuPoint Messenger you will be able to route callers to those applications Dial by Name is an example of such an application 5 NuPoint Agent Application Examples Here is a block diagram of ACME Manufacturing s PBX NuPoint Messenger and NuPoint Agent configuration copyright 2002 Mitel Networks Corporation 11 Mitel
69. chnical Documentation Release 7 0 BLND Blind transfer to a valid number ALT Alternate transfer sequence to a valid number SCRN Screened transfer ATND Transfer to the Attendant or Operator DISC Disconnect the caller MBX Mailbox and valid mailbox number 0 for top level voice mail UND Undefined performs no action DBN Dial By Name Busy If you selected supervised SUP blind BLND alternate transfer ALT or screened SCRN transfer in the Action field you can tell NuPoint Agent where to send the caller if the initial transfer attempt reaches a busy signal Busy recognition depends upon NuPoint Agent receiving a busy signal on a transfer attempt On many PBX systems when a station is call forwarded busy NuPoint Agent will not hear or detect a busy signal Consequently NuPoint Agent will not be able to reconnect the caller and process the incomplete transfer Busy Action When busy incomplete transfer processing is absolutely required take care not to have the target extensions call forwarded through your PBX If an initial transfer detects a busy signal NuPoint Agent will hook flash and reconnect the caller It then continues with whatever is programmed in this Busy Action field Select from the following possible Busy Actions Action Code Description CBX Call box and valid call box number 0 for top level NuPoint Agent DISC Disconnect the caller MBX Mailbox and valid mailbox number 0 for top level voice
70. d dates of all holidays which can differ from the actua holiday Should you wish to enter a user defined holiday that does not appear among the NuPoint Agent holiday choices enter U in the Holiday Code field NuPoint Agent will display default values for beginning and ending dates based upon the current date and time You should edit these dates and times to reflect your user defined holiday NuPoint Agent cannot calculate these for you User defined holiday schedule entries do not display observed dates All user defined holidays like standard holidays display beginning and ending dates that are either currently being observed that is current date falls within the range defined by beginning and ending dates and times or dates in the future The Observed Date fields for any standard holiday and all DOW fields are non editable NuPoint Agent calculates the next observed date of any standard holiday NuPoint Agent also calculates the day of week DOW of any day for a given year NuPoint Agent provides the Observed Date of any holiday and DOW information for your reference only NuPoint Agent does not use this information for call processing The only fields Copyright 2002 Mitel Networks Corporation 60 Mitel NuPoint Messenger Technical Documentation Release 7 0 actually used by NuPoint Agent to determine when to take a Holiday action are the Beginning and Ending dates and times You can edit the beginning and ending dates and time
71. day as in steps 4 and 5 above NuPoint Agent cannot calculate these for you Copyright 2002 Mitel Networks Corporation 110 Mitel NuPoint Messenger Technical Documentation Release 7 0 Note User defined holiday schedule entries do not display observed dates 11 Enter an action code from Table 2 in the Action field followed by the call box number for the greeting you are scheduling Save Your Schedule 12 When you are finished configuring your Holiday Schedule press Shift 6 S6 to save your schedule 13 Press Shift 0 S0 to exit the Holiday Schedule Screen 14 If you created a call box to handle the holidays configure that next CP 6045 Configure the NuPoint Agent Global Environment This procedure describes how to configure the global environment for the NuPoint Agent Administrator s Box The NuPoint Agent global environment controls global settings that determine how individual call boxes work Procedure Steps 1 Before you start to configure your NuPoint Agent global environment fill out the NuPoint Agent Environment Worksheet for the call box you want to configure 2 Reach the NuPoint Agent Main Menu shown in Figure 1 Reference Menu Map 13 NuPoint Agent Main Menu Configuration Holiday Schedule Day of Week Schedule Statistics Report Call Handling Summary Callbox Environment Global Environment Line Group Callboxes About NuPoint Agent S0 Quit Figure 1 NuPoint Agent Main Menu 3 Pre
72. day of week and time of day according to the system clock If the Override or Holiday Schedule did not divert the call NuPoint Agent checks to see if there are any Day of Week Schedule entries NuPoint Agent searches backwards from the current day of week and time to find the last previous Schedule entry defined and executes the programmed Action If there are no Day of Week Schedule entries processing falls through to the next NuPoint Agent segment normally the Greeting segment Also unlike Holiday Schedule entries Day of Week Schedule entries do not have ending dates and times If you define an Action to begin on a particular day of the week it will continue through that day and subsequent days until it encounters another Schedule entry Schedule will continue to perform that Action although many days have passed If there are no more Day of Copyright 2002 Mitel Networks Corporation 66 Mitel NuPoint Messenger Technical Documentation Release 7 0 Week Schedule entries that is you have defined only one entry that entry will process calls ad infinitum Note Typically the first Action in a call box is to try ringing a particular extension You can simply and easily program transfers to your extension by placing a single entry in your Schedule Anyone dialing your extension number through the system automated attendant will attempt to transfer to your extension seven days a week 24 hours per day By placing the initial transfer to
73. e company dicstery pres 5 Bor Sade ane Mor he ing pres 2 For Shipping pres 2 Bor Accourt ing pres 3 you wich te speak with the operator pres 0 or Hayen the lne Mutsiot Apat Cm tiqurties Callaox bbb mare AGH HAGE AUTIATTEBOAeT Sagrant On atlan our m ancr envalld vezr rldas r Schedule tr z nanu T apart t wultl tey t meo zzz mrz zax x RR am Ime armo on orst auta Ex lt azao un wor ous ordt t ket 22 Peac 2 Wert 2i 0p 25 Dow 2p dsw 272m 4 balata Kay 1 transfers the caller to the Sales and Marketing ACD queue 6123 Ona RingBusy Ring No Answer or invalid tansferattempt which should never happen the calles i reconnacted and Continued to the opertor AutoExit Keys 2 and 3 so ute alk to the Shippingand Accountingcall bones respective br Cales anako antara fowr dizit axtansion nurober The Multikep sezroent i progmramed to Blind transfer callers to the appropriate extension number Ona RingBusyos Ring No Answer at the di led extension the callar i routed to the comssponding voice mailbox to baea menage Caller wishing to Di l by Name pred If the caller does nothing such as a rotary phone caller the Auto Exit transfers the caller to the operator Key 0 performs the same function The night and weekend mode call box 9001 greets all callers with Thank you for calling ACME Manufacturing Our normal business hours are 8 AM to
74. e Greeting segment of the call box skipping any Schedule entries Continue will not move the caller from Override to any Schedule segment NuPoint Agent prohibits this to avoid double transferring a caller Otherwise someone transferred in the Override segment of your call box could be transferred yet again in a Schedule without any intervening explanation or notification Use Continue in Override to suspend any Schedules you have programmed Disable Override to return to normal processing You can preprogram an Override action for future use while leaving it in a disabled mode When you enable Override it will temporarily supersede the balance of the call box s programming Override does not change an existing call box programming This is a convenient way of changing how a call box handles calls without reprogramming the entire call box Tip Never program Override to route a call back into the same call box This would cause an infinite loop from which the caller would have no escape If Override is enabled and the initial Action transfers the call to an extension you must define the subsequent Busy No Answer and Invalid incomplete transfer Actions NuPoint Agent uses the Actions defined in these fields to 1 Process incomplete transfers initiated by the Override Action for example if Override in call box 1234 supervised transfers a call to extension 1234 and detects that 1234 is busy it reconnects the caller and continues with the
75. e Holiday and Observed Date fields with the next occurrence of the holiday Choose from the standard holidays listed in Table 1 Note If you want to delete an entry from the Holiday Schedule Screen place the cursor at the beginning of the line you want to delete and press the hyphen key or Ctrl X to erase the field Copyright 2002 Mitel Networks Corporation 109 Mitel NuPoint Messenger Technical Documentation Release 7 0 Table 1 Standard Holiday Codes and Call Box Numbers Holiday Code Holiday Recommended Call Box NEWYR New Year s Day 9900 KING Martin Luther King s Day 9901 PRES President s Day 9902 GFRI Good Friday 9904 MEM Memorial Day 9905 INDEP Independence Day 4th of July 9907 LABOR Labor Day 9909 COLUM Columbus Day 9910 VETERAN Veteran s Day 9913 THANK Thanksgiving 9911 XMAS Christmas 9912 5 You can accept the default beginning date and time or you can edit the entries in the Beginning field by entering the month a number from 1 to 12 followed by a slash and the day a number from 1 to 31 Then enter the hour a number from 1 to 12 followed by a colon and the minute a number from 1 to 59 Also enter either AM or PM in the A P field Note Make sure your system clock is set correctly before you set your holiday schedule 6 You can accept the default ending date and time or you can edit the entries in the Ending field by entering the month a number from 1 to 12
76. e Steps 4 1 Enter the call box number you want to program Press after the call box number to designate owner access and enter the assigned password You should then hear the Main Menu copyright 2002 Mitel Networks Corporation 127 Mitel NuPoint Messenger Technical Documentation Release 7 0 2 Press 1 to reach the Override Functions Menu Reference NuPoint Agent Main Menu ABC 3 Press 2 to review the current Override settings The current Override function is announced Reference NuPoint Agent Menu 1 ABC 4 Press 2 again to set the function to move callers to another call box 5 Enter the number of the call box you want to send callers to WXY 6 Press to exit with the new Override function WXY 7 Press again to exit the call box CP 6055 Program Single Keys for a Call Box This procedure describes how to program Single Keys for a NuPoint Agent call box menu This feature allows you to program where callers go if they press a single key in response to a menu Procedure Steps 1 Before you start to program Single Keys fill out the Program Keys portion of the NuPoint Agent Worksheet for the call box you want to configure 2 Reach the NuPoint Agent Main Menu shown in Figure 1 Reference Menu Map 13 NuPoint Agent Main Menu Configuration Holiday Schedule Day of Week Schedule Statistics Report Call Handling Summary Callbox Environment Global Environment Line Group Callboxe
77. e in current call box to Greeting DBN Dial By Name Busy If you selected either a supervised SUP blind BLND alternate ALT or screened SCRN transfer in the Action field you can tell NuPoint Agent where to send the caller if the initial transfer attempt reaches a busy signal Busy recognition depends upon NuPoint Agent receiving a busy signal on a transfer attempt On many PBX systems when a station is call forwarded busy NuPoint Agent will not hear or detect a busy signal Consequently NuPoint Agent will not be able to reconnect the caller and process the incomplete transfer Busy Action When busy incomplete transfer processing is absolutely required take care not to have the target extensions call forwarded through your PBX When an initial transfer detects a busy signal NuPoint Agent will hook flash and reconnect the caller It then continues with whatever is programmed in this Busy Action field Select from the following possible Busy Actions Action Code Description CBX Call box and valid call box number 0 for top level NuPoint Agent DISC Disconnect the caller MBX Mailbox and valid mailbox number 0 for top level voice mail CONT Continue in current call box to Greeting No Answer Copyright 2002 Mitel Networks Corporation 64 Mitel NuPoint Messenger Technical Documentation Release 7 0 If you elected to supervised SUP alternate ALT or screened SCRN transfer the call in the Action field
78. e incomplete transfer actions which have meaning only when the initial Action was some type of transfer See the second section of this manual for more information on call box Actions Copyright 2002 Mitel Networks Corporation 50 Mitel NuPoint Messenger Technical Documentation Release 7 0 Accessing Call Box Programming From the NuPoint Voice Main Menu select NuPoint Agent Administration Enter your NuPoint Agent passcode and access the NuPoint Agent Main Menu Select Configuration from the Main Menu The first call box in numeric order appears on the screen If there are no call boxes created that is a new installation a blank Configuration screen appears Try creating your own call box first Follow the directions in the Part 1 of this manual the NuPoint Agent Introduction and Tutorial for complete procedures NuPoint Agent Keyboard Conventions This section describes the NuPoint Agent keyboard conventions NuPoint Agent assumes you are working on the NuPoint Messenger server console and that your terminal type is set to VT100 accessible through the Terminal Type menu located under Additional Options in the System Maintenance Menu The keyboard commands can vary depending upon the type of console and emulation you are using Please consult your specific console manual for more details S1 Shift 1 Act Displays the Action Menu when your cursor is in an Action field S2 Shift 2 Prev Closes the current call
79. echnical Documentation Release 7 0 M 6 N 6 M 6 N 6 M 6 N 6 Hour of Day Hour of Day Hour of Day S2 Prev S3 Next S4 Up S5 Down S6 Save S7 Prt S8 Del S9 Reset SO Exit Call box The call box for which statistics are being gathered Name The Name assigned to this call box Tranfer Attempts The total number of transfer attempts by this call box from all call box segments and without regard to the actual number dialed Peak The number of transfer attempts during the busiest hour divided by the total transfer attempts expressed as a percentage Tranfer Attempts Bar Chart The relative frequency of transfer attempts initiated by this call box from all call box Segments to any number charted by Hour of Day Midnight to 11 00 PM The hour of day with the highest number of transfer attempts is set to 10 the maximum Transfer attempts occuring during each of the other hours of day is represented as a percentage of this busiest hour Ring Busy The total number of transfer attempts by this call box from all call box segments and without regard to the actual number dialed that resulted in a ring busy Peak The number of ring busys during the busiest hour divided by the total ring busies expressed as a percentage Ring Busy Bar Chart The relative frequency of ring busys encountered by this call box from all call box Segments to any number charted by Hour of Day Midnight to 11 00 PM The hour o
80. econds and 300 seconds 5 minutes long 5 When you are finished recording press any key to stop This ends the recording and returns you to the Greeting Menu Note If you do not press a key a programmable silence detect period will elapse before recording ends If you find that some callers miss hearing the beginning of the Greeting when dialing into the call box try waiting a second or two before you start recording your Greeting DID lines sometimes truncate speech playback without a slight delay ABC 6 If you wish to review your Greeting press 2 7 If you wish to rerecord your Greeting press EF 8 If you wish to delete your Greeting press 2 WXY 9 When you are satisfied with the Greeting for this call box press to exit and save the current Greeting CP 6051 Record NuPoint Agent Menus This procedure describes how to record a Menu for a NuPoint Agent call box It assumes you have already created a call box using CP 6042 You must use the NuPoint Agent telephone interface to record your Menu Procedure Steps 1 From your mailbox dial into the call box you wish to record a Menu for and press a followed by the passcode for the call box If you are accessing NuPoint Agent through a call box that allows Multikey access to an extension number enter the call box number and press You hear the Main Menu Reference NuPoint Agent Main Menu 2 Reach the Menu Functions Menu by pressing
81. ect Busy Answer Invalid During During Segment On Over ride Y Schedule Y Greeting N Menu N Single key Multi key Y Auto Exit Single Key Menu Requests Key 0 1 2 3 4 5 6 7 8 9 Requests Percent S2 Prev S3 Next S4 Up S5 Down S6 Save S7 Prt S8 Del S9 Reset S0 Exit Call box The call box for which statistics are being gathered Name The Name assigned to this call box Copyright 2002 Mitel Networks Corporation 42 Mitel NuPoint Messenger Technical Documentation Release 7 0 Total The total number of calls into this call box and the elapsed minutes spent by callers in this call box since the last reset Last Reset The last date and time statistics for this call box were reset If statistics for this call box have never been reset the Last Reset field is blank On For each segment whether or not the segment is active for this call box Calls Handled The number of calls handled by each call box segment Transfer Attempts The number of transfer attempts initiated within each call box segment Calls Connect The number of transfers completed by each call box segment Ring Busy The number of ring busy conditions encountered by each call box segment Ring No Answer The number of ring no answer conditions encountered by each call box segment Invalid The number of invalid line conditions encountered by each call box segment Entries During The number of callers en
82. edure Chapter Number Number Title CPs Called Called B CP 5010 4 Define a Line Group CP 6458 CP 5402 4 Install Optional Feature With CP 6458 System Online CP 6042 4 Create a NuPoint Agent Call Box CP 6459 copyright 2002 Mitel Networks Corporation 135 Mitel NuPoint Messenger Technical Documentation Release 7 0 CP 6043 CP 6044 CP 6045 CP 6046 CP 6050 CP 6051 CP 6052 CP 6053 CP 6054 CP 6055 CP 6056 CP 6058 CP 6059 CP 6458 CP 6459 CP 7009 CP 8050 CP 8051 CP 8052 CP 8054 AAAA AAA A Configure a Holiday Schedule for a Call Box Configure a Day of Week Schedule for a Call Box Configure the NuPoint Agent Global Environment Assign NuPoint Agent to a Line Group and Set Up the Default Call Box for the Line Group Record NuPoint Agent Greetings Record NuPoint Agent Menus Set the NuPoint Agent Menu Repetition Count Program Override for a Call Box Program Multikey for a Call Box Program Single Keys for a Call Box Program Automatic Exit for a Call Box Configure a NuPoint Agent Call Box Environment Set NuPoint Voice Parameters for NuPoint Agent Set Up NuPoint Agent on the NuPoint Voice System Configure a NuPoint Agent Call Box Update Prompts With System Offline Program Override From a Call Box to Another Call Box by Phone Enable or Disable the Override Command by Phone Program Override From a Call Box to an Extension by Phone Access the Administrator s Call Box by Phone Copyright 2002 Mite
83. een using the keys Function Keys are displayed on the bottom highlighted bar in each lt Return gt accept keyboard entry and screen Press the lt Shift gt key and move to next valid field number for example SO is lt Shift gt lt O gt lt Tab gt move to next valid field lt Rt Arrow gt move right to valid field S1 Act moves to the Action menu lt Lt Arrow gt move left to valid field S2 Prev moves to previous Call box lt Up Arrow gt move above to valid field S3 Next moves to the next Call box lt Dn Arrow gt move below to valid field S4 Up moves to previous screen S5 Down moves to the next screen The following keys are used within S6 Save saves a Call box Environment fields Note You S7 Prt prints a screen to printer cannot delete Action and Data fields S8 Del deletes a Call box Copyright 2002 Mitel Networks Corporation 19 Mitel NuPoint Messenger Technical Documentation Release 7 0 S9 Reset resets a Call box s stats lt Ct1 X gt delete contents of field SO Exit exits to the Main Menu Pressing in any field brings lt gt hyphen delete schedul ntries up the Help Screen for that field lt Esc gt gt Esc gt exits any pop up menu C 1987 1997 VMC Systems Inc All Rights Reserved F7 Prt F10 Exit Create Your Own Call Box Access the all box Configuration Screen In the call box field type pour call box nurober pourcll box rust be the sme nurober as
84. efault setting is Y for yes which permits owners to access their call boxes In some situations however you may not want callers to be able to access a call box s owner functions You may have a very small NuPoint Agent application where the only call boxes used are for the company s main auto attendant You may not want outside callers who mistakenly press the lt gt sign after dialing an extension to hear the passcode prompt You should turn Owner Access off in these call boxes You can program specific call boxes differently from this global value by changing this setting in the particular call box s environment Any call boxes dialed through Multikey in those call boxes will be allowed or disallowed Owner Access depending upon the Allow Owner Access setting Maximum Loops You can program loops in NuPoint Agent The simplest example of a loop is when two call boxes are programmed to route calls between them with no intervening caller input For example call box 2000 may have Override set to route callers to call box 3000 call box 3000 may have Override set to route callers back to call box 2000 This loop would continue ad infinitum were it not for the Maximum Loops counter which limits the number of times you can access a particular call box in the same telephone session Some loops are intentional You may have a complex NuPoint Agent application that allows callers to return to a main menu call box by pressing a key Yo
85. el for the dial sequence entered in your call box Environment under Supervised transfer If you have modified the Supervised transfer sequence in your call box such that no answer supervision takes place that is by omitting the G at the end of the dial string the Supervised transfer will not monitor for answer The default Supervised transfer sequence is S XG which stands for Hook flash wait for dial tone dial the X digits found in the Data field and wait for greet wait for someone or something to answer the call When a supervised transfer sequence contains a G wait for Greet the call box hook flashes dials the extension or number and waits on the line until 1 The line is answered in which case the called party hears Call transfer and the caller is Copyright 2002 Mitel Networks Corporation 85 Mitel NuPoint Messenger Technical Documentation Release 7 0 connected 2 The line detects a busy signal in which case the caller is reconnected to the call box and sent to the Busy Action for further processing 3 The line has waited the preprogrammed number of seconds for no answer TUNA in which case the caller is reconnected to the call box and sent to the No Answer Action for further processing 4 The line detects something other than a busy signal or ring no answer for example reorder tone silence a dead line and so on in which case the caller is reconnected if possible and sent to the In
86. en After you have entered your passcode in response to the prompt Please enter your passcode Enter your passcode You are logged in to the NuPoint Agent Administrator s call box copyright 2002 Mitel Networks Corporation 40 Mitel NuPoint Messenger Technical Documentation Release 7 0 Performing Call Box Administration Once you have logged in to the Administrator s call box whether from your integrated extension or an outside telephone you hear To access a call box press 1 To create a call box press 2 To delete a call box press 3 To change your passcode press 8 You are now ready to perform ca box maintenance via telephone Accessing a Call box Press 1 to access a call box for programming and you hear Please enter the call box number Enter call box number Enter the call box number immediately followed by a star key to access owner functions of the call box if you do not enter a you hear the call box greeting as would a caller You can now use the owner functions of the call box to program it as desired Creating a call box Press 2 to create a call box If the call box does not already exist you hear Please enter the call box you wish to create Enter call box number Then you hear am creating call box XXXxX If this is acceptable press 1 To cancel this request press 8 Press 1 to verify and you hear call box XXXX created Deleting a call box Press 3 to de
87. en for call box 1234 will move you to the Holiday Schedule screen for call box 1234 PgDn Moves you to the next screen for the current call box For example pressing PgDn in the Day of Week Schedule screen for call box 1234 moves you to the Statistics screen for call box 1234 Shift Tab Pressing Shift and Tab moves the cursor in the reverse order as pressing Tab Override Description Override is the first call box segment When enabled Override supersedes all subsequent programming and schedules within a call box You can preprogram Override to route calls to an extension another call box voice mail the attendant or another application Overrides can be turned on and off from any telephone or from the Administrator s terminal program Example Main Automated Attendant An automated attendant application using NuPoint Agent has call box 9000 answering outside calls The NuPoint Agent Administrator has programmed the Override function in call box 9000 to go to another call box 9003 the snow emergency closure call box The System Administrator need only enable Override from any Touch Tone phone to activate this feature Example Individual Automated Attendant Penny is working late and is expecting an important call She will be working in the computer room and overrides all of her calls to go directly to that extension 3456 Upon returning to her own desk she simply disables override to return her call box to normal
88. enger Technical Documentation Release 7 0 When busy incomplete transfer processing is absolutely required take care not to have the target extensions call forwarded through your PBX If an initial transfer detects a busy signal NuPoint Agent will hook flash and reconnect the caller It then continues with whatever is programmed in this Busy Action field Select from the following possible Busy Actions Action Code Description CBX Call box and valid call box number 0 for top level NuPoint Agent DISC Disconnect the caller MBX Mailbox and valid mailbox number 0 for top level voice mail CONT Continue in current call box to Auto Exit or another Menu repetition count No Answer If you selected any transfer that supervises for answer SUP or ALT in the Action field you can tell NuPoint Agent where to send the caller if the number dialed is not answered NuPoint Agent waits the number of seconds prescribed in the Time Until No Answer TUNA field of the Environment screen before reconnecting the caller Make certain that your PBX does not forward the call before NuPoint Agent has an opportunity to reconnect the caller NuPoint Agent will then perform whatever is programmed in the No Answer Action field Select from the following possible No Answer Actions Action Code Description CBX Call box and valid call box number 0 for top level NuPoint Agent DISC Disconnect the caller MBX Mailbox and valid mailbox number 0 fo
89. ent ignores the extension dialing plan and will open any valid mailbox The same error processing for Multikey to extensions applies Menu Single Key Description The Single Key option under Menu allows you to program where callers go if they press a single key in response to a Menu Example Main Automated Attendant Typically an organization would define single keys to transfer to specific departments or individuals If you Know your party s 4 digit extension number you may enter it now or any time during this message For customer service press 1 For sales press 2 For accounting press 3 To speak with an operator press 0 or stay on the line ACME set key 1 to transfer the caller to the customer service ACD pilot number Key 2 transfers to the Sales department key 3 routes the caller to another call box and key 0 transfers to the attendant Programming You can program single keys from either the terminal based Administrator s program or from the Copyright 2002 Mitel Networks Corporation 77 Mitel NuPoint Messenger Technical Documentation Release 7 0 NuPoint Agent telephone interface NuPoint Agent Configuration Callbox 9000 Name ACME MAIN AUTO ATTENDANT Segment On Action Busy No Answer Invalid Over ride Y CBX 9003 Schedule Y Greeting Y Menu Y Repeat 1 Multi key Y BLND XXXX MBX XXXX MBX XXXX MBX 9999 key 0 ATND key 1 BLND 5123 CONT CONT CONT
90. entries affect just the copy and take effect only after you activate the configuration 3 Go to the Line Groups Menu Enter the requested information as described in the following steps from your completed worksheet Reference Menu Map 2 4 5 6 or 7 4 Specify the line group number Select G Current Group Prompt Enter a group number Response Number of the line group 1 24 to be used for the application 5 Name the line group Select N Name of Current Group Prompt Enter group name Response Descriptive name of the application line group 6 Add the desired lines Select A Add Lines to Current Group Prompt Enter lines to add Response In a single module system the line card number 0 15 and port designator A or B to add to the line group Any of the formats shown in the following examples are valid Example Specifies 1 All lines 0 15 All lines 0 2 Lines OA OB 1A 1B 2A and 2B 1B 4 Lines 1B 2A 2B 3A 3B 4A and 4B 1A 2A 4A Lines 1A 2A and 4A 2 Lines 2A and 2B In a multi module system the module number 1 4 line card number 0 15 and port designator A or B to add to the line group Any of the formats shown in the following examples are valid Example Specifies 2 All lines in module 2 2 0 2 Lines 0A OB 1A 1B 2A and 2B in module 2 2 1B 4 Lines 1B 2A 2B 3A 3B 4A and 4B in module 2 1 2 All lines in modules 1 and 2 7 Drop the desired lines Select D
91. er rather than routing them to a specific call box Simply enter a 0 in the data field or leave it blank Your caller will hear Please enter the call box you wish Copyright 2002 Mitel Networks Corporation 84 Mitel NuPoint Messenger Technical Documentation Release 7 0 Supervised Transfer Description Transfer a caller using the call box Supervised Transfer sequence Programming Press the S1 Action key while cursor is in any Action field i CBX Call box SUP Supervised Transfer BLND Blind Transfer ALT Alternate Transfer SCRN Screened Transfer ATND Attendant DISC Disconnect MBX Mailbox UND Undefined CONT Continue in call box DBN Dial by Name Supervised transfer is the second item in the Action menu Abbreviation SUP You can also enter S in any Action field Operation Supervised transfers reference the Supervised transfer sequence entered the call box Environment screen see below If the entry is blank in any specific call box the Supervised transfer sequence in the Global Environment screen controls Normal NuPoint Agent precedence rules apply Transfer Sequences 22000s Key 6 Attendant S X Key 7 Blind S XH Key 8 Supervised S XG Key 9 Reconnect Busy S Key 0 Reconnect RNA S Auto Exit Reconnect Invalid S E E A etsy Abe E Sel ceive race E E E tote eect a ae Reconnect Reject Note SUP is simply a convenient lab
92. er of callers who listened to the Greeting in part or in total Of the 134 callers three made entries during the Greeting e Menu segment The Calls Handled field shows a total of 131 the number of callers who listened to the menu in part or in whole Of the 131 callers five hung up and 125 made an entry during the menu e Menu Segment Single Key option The Calls Handled field shows a total of 128 This is the total number of entries made during both the greeting three and the menu 125 segments e Auto Exit The Calls Handled shows a total of 1 After the Menu played twice with no response NuPoint Agent transferred the caller to another call box e Requests This is the number of single key requests for all keys including multiple key requests per call Call Box Call Handling Summary The call box Call Handling Summary provides a graphical view of transfer attempts ring busy and ring no answers for transfers initiated by each call box This information is further subdivided by the hour of day NuPoint Agent Call Handling Summary Callbox 9000 Name 0 Transfer Attempts 0 Ring Busy 0 Ring No Answer 0 00 Peak 0 00 Peak 0 00 Peak X X X X X X X X X X x X X X X X X XXX XX X X X X XXX XXX XXX X XXXXX XXX XXX X XXXXXX XXX X X X X KX X X XXXXXX X XX X XXXXXXX X XXXXXX X XXX X X X X X X X X X XXXXXXXXXX XXXX XXXAXA XA Copyright 2002 Mitel Networks Corporation 45 Mitel NuPoint Messenger T
93. erform the Action specified in this field We have listed the valid Actions for Holiday Schedule below The default Action on a newly entered holiday is Undefined Action Code Description CBX Call box and call box number 0 for top level NuPoint Agent DISC Disconnect the caller seldom used MBX Route caller to a Mailbox 0 for top level voice mail UND Undefined performs no action CONT Continue caller to Greeting if recorded Tip Specify another call box as the Action to take for a holiday You can then customize the recorded Greetings and Menus in that call box to announce the specific holiday The recommended call box for each holiday reflects a numbering plan that includes the month of the major holiday for example 99 12 for Christmas Operation When you enter a Holiday Code NuPoint Agent automatically calculates the month date and day of week DOW of the next occurrence of the holiday It will also display a default beginning and ending month day and time for each holiday The NuPoint Agent convention is to begin holiday processing at 6 00 P M on the business day immediately before the observed holiday and to end processing at 12 01 A M on the day following the observed holiday You can change these default values at any time Note By convention holidays that fall on Saturdays are observed on the preceding Friday Holidays that fall on Sundays are observed on the following Monday NuPoint Agent displays the observe
94. ers the caller to Penny s outside pager number NuPoint Agent performs a switch hook flash gets a dial tone dials 9 for an outside line pauses one second then dials 1 800 and the pager number 789 1234 After the pager number answers the call box connects the caller directly so that he or she can enter their callback number Key 5 transfers the caller to outside telephone numbers which change as Penny travels Penny can update this number from any push button phone any time she wishes The NuPoint Agent Administrator has sole control over the transfer sequences of each call box He has allowed Penny to change the last seven digits of any number but still retains control over toll and long distance transfers Key 8 transfers to 8234 a secondary extension on Penny s telephone Even when her primary extension number 1234 is forwarded to NuPoint Voice her secondary extension will ring 6 Tutorial Create Your Own Call Box You should already have installed NuPoint Agent software onto your NuPoint Messenger system and configured NuPoint Agent to your particular PBX and integration environment Please refer to CP 6059 in part 4 of this manual the NuPoint Agent Configuration Procedures for details about how to install the NuPoint Agent software Starting NuPoint Agent The NuPoint Agent Administrator s program is located in the Main Menu Press C for NuPoint Agent Maintenance copyright 2002 Mitel Networks Corporation 17
95. es ose E ose eda Wiley ac ake aia First Digits 1234567 8 9 Minimum 444 Maximum 444 Copyright 2002 Mitel Networks Corporation 76 Mitel NuPoint Messenger Technical Documentation Release 7 0 In the previous example anyone dialing an extension number beginning 2 3 or 4 would need to input at least 4 digits and no more than 4 digits Otherwise NuPoint Agent would tell the caller that an invalid extension number was entered If a caller attempted to enter an extension number beginning with any other digit NuPoint Agent would return immediately with an error The caller would hear l m sorry The extension number you have entered is invalid The call box would either 1 replay the Menu and allow the caller another opportunity to dial an extension if the Menu repetition count were greater than 1 or 2 would fall through to the Auto Exit If there are single keys assigned to perform actions and if the single key assignments are not also valid first digits of extension numbers then NuPoint Agent immediately performs the Action for that key Note If you have enabled Multikey and single key assignments in the same call box you might notice a slight delay before your call is transferred This is because the call box is waiting for additional keys after the first key is detected to ensure that additional digits that is the rest of an extension number are not forthcoming If you set Multikey to mailboxes NuPoint Ag
96. evel NuPoint Agent DISC Disconnect the caller MBX Mailbox and valid mailbox number 0 for top level voice mail CONT Continue in current call box to Greeting No Answer If you selected any transfer that supervises for answer SUP in the Action field you can tell NuPoint Agent where to send the caller if the number dialed is not answered NuPoint Agent waits the number of seconds prescribed in the Time Until No Answer TUNA field of the Environment screen before reconnecting the caller Make certain that your PBX does not forward the call before NuPoint Agent has an opportunity to reconnect the caller Override will then perform whatever is programmed in the No Answer Action field Select from the following possible No Answer Actions Action Code Description CBX Call box and valid call box number 0 for top level NuPoint Agent DISC Disconnect the caller MBX Mailbox and valid mailbox number 0 for top level voice mail CONT Continue in current call box to Greeting Invalid If you selected any transfer supervised SUP blind BLND alternate ALT or screened SCRN in the Action field you can tell NuPoint Agent where to send the caller if the initial transfer attempt was to an invalid number Select from the following possible Invalid Actions Action Code Description CBX Call box and valid call box number 0 for top level NuPoint Agent DISC Disconnect the caller MBX Mailbox and valid mailbox number 0 for
97. eviews current setting If this is acceptable 1 To move caller to a call box 2 To transfer caller to an extension 3 To transfer caller to the attendant 4 To disconnect the caller 5 To move caller to voice mail 6 To continue in this call box 7 To exit 9 Operation Automatic Exit is always On and cannot be turned Off Newly created call boxes have Auto Exit programmed to supervised transfer to the extension number of the call box Use Auto Exit to define your error handling call routing Do not program Auto Exit to restart the same call box This would create an infinite loop from which the caller would have no escape 3 Call Box Actions Call box actions are the range of transfer and routing functions available to NuPoint Agent within any call box Segment You can think of a call box as a spreadsheet with rows equivalent to call box Segments and columns equivalent to call box Actions Each cell or intersection of row and column is equivalent to a call box Action and its associated Action Data for a particular segment WuJalot Apect cmiqerstioo Callax La sare Gaon cmt Sumy W avez nox Copyright 2002 Mitel Networks Corporation 83 Mitel NuPoint Messenger Technical Documentation Release 7 0 The nitial Action for any call box segment and all subsequent ncomplete Transfer Actions in other words Busy No Answer and Invalid are the data that you provide to NuPoint Agent The call b
98. f day with the highest number of ring busys is set to 10 the maximum Ring busys encountered during each of the other hours of day is represented as a percentage of this busiest hour Ring No Answer The total number of transfer attempts by this call box from all call box segments and without regard to the actual number dialed that resulted in a ring no answer Peak copyright 2002 Mitel Networks Corporation 46 Mitel NuPoint Messenger Technical Documentation Release 7 0 The number of ring no answers during the busiest hour divided by the total ring no answers expressed as a percentage Ring No Answer Bar Chart The relative frequency of ring no answers encountered by this call box from all call box Segments to any number charted by Hour of Day Midnight to 11 00 PM The hour of day with the highest number of ring no answers is set to 10 the maximum Ring no answers encountered during each of the other hours of day is represented as a percentage of this busiest hour 5 NuPoint Agent Troubleshooting The following is a list of possible problems that could occur when you are using NuPoint Agent If you encounter any of these problems perform the actions listed after the problem description to resolve the problem Silence and Goodbye from the call box Problem When extension is called and the call box answers there is silence and then the prompt says Thank you goodbye a Confirm that the greeting and
99. f you selected supervised SUP blind BLND alternate ALT or screened SCRN transfer in the Action field you can tell NuPoint Agent where to send a caller if the initial transfer attempt is busy by entering an action code from Table 2 in the Busy field Copyright 2002 Mitel Networks Corporation 130 Mitel NuPoint Messenger Technical Documentation Release 7 0 9 If you selected supervised SUP in the Action field you can tell NuPoint Agent where to send a caller if the initial transfer does not answer by entering an action code from Table 2 in the No Answer field If you are not supervising for answer in the Action field for example BLND the No Answer Action field never takes effect Note NuPoint Agent waits the number of seconds prescribed in the Time Until No Answer TUNA field of the Environment screen before reconnecting the caller Be sure your PBX does not forward the call before NuPoint Agent has an opportunity to reconnect the caller 10 If you selected any transfer in the Action field you can tell NuPoint Agent where to send a caller if the initial transfer attempt is to an invalid extension by entering an action code from Table 2 in the Invalid field 11 Repeat steps 5 through 10 for all keys you want to program for the call box Table 2 Busy No Answer and Invalid Action Codes Action Code Description CBX Call box and number 0 for top level NuPoint Agent DISC Disconnect the caller MBX R
100. fault value of 6 00 P M for this Thanksgiving entry to reflect that fact that the office will close early at 3 00 P M Wednesday the day before Thanksgiving Thursday He has also modified the default ending time from 12 01 A M on the Friday following Thanksgiving to 11 59 P M thus extending the Thanksgiving processing throughout the day Friday These newly entered times will automatically carry over when the Thanksgiving entry updates for the next year This automatic update occurs when the ending date and time here Friday November 25 at 11 59 P M has passed Though years may pass once you have programmed this Holiday entry you need never change it NuPoint Agent continually updates it for you Unlike Thanksgiving which always falls on a specific day of the week Thursday Christmas falls on a specific date 25 December However the observed date for Christmas can change from year to year If Christmas falls on a Saturday most businesses observe it on the preceding Friday If it falls on a Sunday most business will close on the following Monday In 1994 Christmas Day falls on Sunday making the observed date Monday 26 December 1994 NuPoint Agent displays the observed date and calculates the default beginning and ending dates based on this observed date begin processing the Christmas Holiday entry on the previous business day Friday at 6 00 P M and end on the next day Tuesday at 12 01 A M The NuPoint Agent Administrator cha
101. fields moves the caller the next logical call box segment for example Schedule to Greeting Menu to Auto Exit Programming Press the S1 Action key while cursor is in any Action field CBX Call box SUP Supervised Transfer BLND Blind Transfer Copyright 2002 Mitel Networks Corporation 93 Mitel NuPoint Messenger Technical Documentation Release 7 0 ALT Alternate Transfer SCRN Screened Transfer ATND Attendant DISC Disconnect MBX Mailbox UND Undefined CONT Continue in call box DBN Dial by Name Continue in call box is the tenth item in the Action menu Abbreviation CONT You must use the S1 key to select this action Operation Continue moves the caller to the next call box segment If Continue is programmed in Override either as an initial Action or incomplete transfer action it moves the caller to the Greeting segment bypassing the Holiday and Day of Week Schedules You can save time and call boxes by using Continue within a single call box For example you could construct a main autoattendant application handling day and night modes by using three call boxes Call box 9000 From 8 00 AM to 5 00 PM After 5 00 PM until 8 00 AM Call box 9001 day mode Call box 9002 night mode Thank you for calling ACME I m sorry We are closed You can achieve the same results with one fewer call box by using Continue Call box 9000 From 8 00 4M to 5 00 PM
102. figuration 21 If you wish to set the call box Environment for another call box repeat steps 4 through 20 22 When you are finished entering information press Shift 0 SO to exit the call box Environment Screen CP 6044 Configure a Day of Week Schedule for a Call Box This procedure describes how to configure a Day of Week Schedule for a NuPoint Agent call box The Day of Week Schedule checks the time and day of each call and directs the call according to the programmed action for that day and time Procedure Steps 1 Before you start to configure your Day of Week Schedule fill out the Schedule portion of the NuPoint Agent Worksheet for the call box you want to configure 2 Reach the NuPoint Agent Main Menu shown in Figure 1 Reference Menu Map 13 NuPoint Agent Main Menu Configuration Holiday Schedule Day of Week Schedule Statistics Report Call Handling Summary Callbox Environment Global Environment Line Group Callboxes About NuPoint Agent s0 Quit Figure 1 NuPoint Agent Main Menu 3 Press Tab or the Up and Down Arrow keys to move the cursor to the Day of Week Schedule field and press Enter to reach the NuPoint Agent Day of Week Schedule Screen shown in Figure 2 copyright 2002 Mitel Networks Corporation 106 Mitel NuPoint Messenger Technical Documentation Release 7 0 NuPoint Agent Day of Week Schedule Callbox 9000 Name ACME MAIN AUTOATTENDANT Da
103. followed by a slash and the day a number from 1 to 31 Then enter the hour a number from 1 to 12 followed by a colon and the minute a number from 1 to 59 Also enter either AM or PM in the A P field 7 Enter an action code in the Action field or press Shift 1 S1 to select an action from the Action Menu Table 2 lists the action codes you can use Table 2 Holiday Action Codes Action Code Description CBX Call box and call box number 0 for top level NuPoint Agent DISC Disconnect the caller seldom used MBX Route caller to a Mailbox 0 for top level voice mail UND Undefined performs no action CONT Continue caller to Greeting if recorded After the action code enter the call box number for the holiday greeting you are scheduling See Table 1 for the recommended call box numbers or select your own numbers Add User Defined Holidays To enter a user defined holiday that does not appear in the NuPoint Agent holiday choices enter U in the Holiday field NuPoint Agent displays default values for beginning and ending dates based upon the current date and time Note You can enter user defined holidays for any date and time that is not tied to standard observed dates You can use them for periods of time when you want special call processing Unlike standard holidays you must manually reset them each year unless they always fall on the same date 10 Edit the dates and times to reflect your user defined holi
104. gits in response to a recorded Menu You should enable Multikey to allow the caller to dial extension numbers or voice mailbox numbers in addition to single digit menu choices The NuPoint Agent administrator sets the minimum and maximum number of digits Multikey will accept This is for extension dialing within NuPoint Agent This number is normally the same as the number of digits in the NuPoint Messenger dialing plan Automatic Exit The Automatic Exit is the final segment that affects callers during a phone session within a single call box Use the Automatic Exit to set your default exit action in the event an error condition arises that prevents a caller from successfully completing his or her phone session Copyright 2002 Mitel Networks Corporation Mitel NuPoint Messenger Technical Documentation Release 7 0 4 Call Box Actions Within each call box segment Override Holiday Schedule Day of Week Schedule Menu and Automatic Exit you have a number of choices for what Actions you want that segment to perform Your choices include the options described in the following paragraphs Move the Caller to Another Call Box At any point within a call box you can select to move the caller to another call box This can be accomplished automatically for example with no caller input if performed by Override Schedule or Automatic Exit In other cases you can require the caller to press a key for example through Menu Transfer
105. had ICacOMnact na ject k Gaw 2m TUNA is an acronym for Time Until No Answer and is denominated in seconds If your transfer sequence tells NuPoint Agent to supervise the call for answer for example using G for Greet NuPoint Agent waits the indicated number of seconds before reconnecting the caller if the called number does not answer Valid numbers are between 1 and 99 In most NuPoint Agent applications you do not need this level of control However the ability to create alternate transfer sequences can have surprising applications Preview this example from the Programmer s Guide Key 1 Key 2 Key 3 Copyright 2002 Mitel Networks Corporation 38 Mitel NuPoint Messenger Technical Documentation Release 7 0 Key 4 Key 5 Key 6 Key 7 F9 16173679388G 20 Key 8 Key 9 Key 0 A caller pressing 7 in this call box would be transferred to an outside number in area code 617 If the call was not answered within 20 seconds NuPoint Agent would reconnect the caller and continue processing Line Group Call Boxes Screen You assign NuPoint Agent to the physical lines that connect to your NuPoint Messenger system by setting the User Interface for line groups When NuPoint Agent is assigned to a line group you can also set the default call box for that line group Note Once you set the default call box for a line group that call box can not be modified in any way To edit
106. he following callers would be transferred to the attendant by Auto Exit 1 Rotary caller who cannot enter DTMF keys in response to the Menu 2 Caller who dials an invalid or undefined key in response to the Menu Example Individual Call Box Penny has set Auto Exit to route callers to her own NuPoint Voice mailbox Since Penny s mother does not have a Touch Tone telephone her mother can still leave a message as Penny is not at her desk Programming You can program Auto Exit from either the terminal based Administrator s program or from the NuPoint Agent telephone interface NuPoint Agent Configuration Callbox 9000 Name ACME MAIN AUTOATTENDANT Segment On Action Busy No Answer Invalid Over ride N CBX 9002 Schedule Greeting Y Menu Y Repeat 1 Multi key Y BLND XXXX MBX XXXX MBX XXXX MBX 9999 key 0 ATND MBX 9999 MBX 9999 DISC key 1 BLND 5123 CONT CONT CONT key 2 CBX 9200 key 3 CBX 9300 key 4 UND key 5 UND key 6 UND key 7 UND key 8 DBN key 9 DISC Auto Exit ATND MBX 9999 MBX 9999 DISC S1 Act S2 Prev S3 Next S4 Up S5 Down S6 Save S7 Prn S8 Delete SO Exit Automatic Exit Screen Fields Action Choose from the following list of available actions Enter the Action Code Action Code Description CBX Call box and valid call box number 0 for top level NuPoint Agent SUP Supervised transfer to a valid number Copyright 2002 Mitel Networks Corporation 81 Mitel NuPoint Messenger Te
107. her winter like the last one want you to be able to change our main automated attendant from your home so we can tell callers that no one will be in the office and the company is closed 6 want to be able to find out if a particular person is answering calls when they are supposed to be available or if they are skipping out early every day Give me statistics on this Copyright 2002 Mitel Networks Corporation Mitel NuPoint Messenger Technical Documentation Release 7 0 The NuPoint Agent Administrator designed the following solution Thank you for calling ACME Manufacturing If you know your party s 4 digit extension number you may enter it now or at any time during this message To use Dial by Name press 8 For Sales and Marketing press 1 For Shipping press 2 For Accounting press 3 If you wish to speak with the operator press 0 or stay on the line A caller pressing 2 would hear the Shipping department s NuPoint Agent application Thank you for calling the ACME shipping department Due to the recent blizzard all shipments of widgets will be delayed by one week To check on the status of your order press 1 For new orders press 2 To report shipping discrepancies press 3 or stay on the line The Shipping department s automated attendant greets callers through two shifts of the day Callers dialing Shipping s direct outside number still reach this recording Accounting also ha
108. ics Report Call Handling Summary Callbox Environment Global Environment Line Group Callboxes About NuPoint Agent Figure 1 NuPoint Agent Main Menu 3 Press Tab or the Up and Down Arrow keys to move the cursor to the Configuration field and press Enter to reach the NuPoint Agent Configuration Screen shown in Figure 2 copyright 2002 Mitel Networks Corporation 124 Mitel NuPoint Messenger Technical Documentation Release 7 0 NuPoint Agent Configuration Callbox 1234 Name Segment On Action Busy No Answer Invalid Over ride N SUP 1234 MBX 1234 MBX 1234 DISE Schedule N Greeting N Menu N Repeat 3 Multi key N SUP XXXX MBX XXXX MBX XXXX CONT key 0 D key 1 UND key 2 UND key 3 UND key 4 UND key 5 UND key 6 UND key 7 UND key 8 UND key 9 UND Auto Exit SUP 1234 MBX 1234 MBX 1234 Dake Sil Aee S2Zekicey So Nexe S4 ujo So Down SO Senwe S7 Rre Still SOME Figure 2 NuPoint Agent Configuration Screen Enable or Disable Override 4 Enter the call box number you are configuring in the call box field 5 Enter Y in the Over ride On field to enable Override or Enter N in the Over ride On field to disable Override 6 Enter an action code in the Over ride Action field or press Shift 1 S1 to select an action from the Action Menu Table 1 lists the action codes you can use 7 Then enter the number where you want callers to go when Override is enabled if ap
109. in DTMF dual tone multi frequency digits in response to the choices offered in the recorded Menu The Menu segment includes not only the recorded Menu that is what callers will hear but also an indicator that determines how many times the menu should be repeated Repetition count You also define and program what the callers can input in response to the recorded Menu that is extension numbers mailbox numbers and single keys Note You must record your Menu separately from your Greeting If you record menu choices in the Greeting they will not work Caller input can range from dialing extension numbers or mailbox numbers Multikey pressing single keys in response to a prerecorded and preprogrammed list of options Single key requests or staying on the line without pressing any keys e g rotary telephone callers Example 1 Acme Widgets Automated Attendant Menu Call box 9000 functions as ACME s company level automated attendant processing incoming external calls and allowing callers to dial extensions or departments directly An operator option is always available for rotary callers or for those needing personal assistance If you Know your party s 4 digit extension number you may enter it now or any time during this message For customer service press 1 copyright 2002 Mitel Networks Corporation 70 Mitel NuPoint Messenger Technical Documentation Release 7 0 For sales press 2 For accounting press 3
110. ing is recorded To rerecord 1 To review the current greeting 2 To delete the current greeting 3 To exit with the current greeting 9 How should greet your callers recording tone Start your recording when you hear the recording tone a beep If you wait before speaking your callers will hear a period of silence before hearing the Greeting Similarly when you are finished recording press any key This will end the recording and will bring you back to the Greeting menu Ending a recording in this manner will eliminate any unwanted silence after your Greeting If you do not press a key a programmable silence detect period will elapse before recording ends Tip If you find that some callers miss hearing the beginning portion of the Greeting when dialing into the call box try waiting a second or two before you start recording your Greeting DID lines often times truncate speech playback without the slight delay Operation You must record your Greeting through the NuPoint Agent telephone interface Once recorded it will play to any caller reaching it If the Greeting is followed by a Menu your callers can key through the Greeting without having to listen to the Greeting in its entirety Copyright 2002 Mitel Networks Corporation 69 Mitel NuPoint Messenger Technical Documentation Release 7 0 Greetings identify a particular company department or individual If callers will hear the Greeting only after a prev
111. ious unsuccessful transfer attempt to an extension the Greeting should inform the caller that the person was unavailable to take the call An individual s call box Greeting normally plays after a transfer attempt has already been made to that person s extension This initial transfer attempt could have been made in Override Holiday or Day of Week Schedule In DID environments the call could have been forwarded to the call box using PBX integration You would normally program a ring busy or ring no answer from that transfer attempt to Continue in that call box Consequently individual call box Greetings should not only include your name but should also include a reason you have not answered the telephone For example Hello this is Penny Graham I m not available now but your call is important to me The Greeting is immediately followed by a Menu giving the caller additional call routing choices You can also use the recording space set aside for a Greeting to play prerecorded audiotex to a caller Recorded Greetings must be greater than 2 seconds and less than 300 seconds 5 minutes in length Menu Description The Menu segment of a call box is the only segment that is interactive with the caller All other call box segments for example Override Holiday Day of Week Schedule and Automatic Exit route callers automatically and neither require nor respond to caller input The Menu segment on the other hand expects caller input
112. is Penny Gram I m sory Callers dialing ACME s main telephone number 555 5000 reach call box 9000 shown below Outside Ca llers Cm tiquzeties Since the Override ware ADE WAGE AUTIATTENOAST graent koff 3 T A T Y TT C check the Schedules re Ichedule z Grooating r T mpat t mso armo mao cox occ amo nu mr m l kat 22 Jxrav 2 kert 94 25 Daws i drow 27 20 2 Dalata Since the Override segment is turned off the call box checks the Schedule matching the time and day of the call with any Schedule entries Examine the Day of Week Schedule for call box 9000 Copyright 2002 Mitel Networks Corporation Mitel NuPoint Messenger Technical Documentation Release 7 0 During nosrral Mutsict Apt Day at sak Sopaiule business hous Callaox ihbb mara ADE WAGE AUTIATTENOAET Continus in thi Callbox 9000 yy Iire ajr vt lon our mo Antes After business ho wr 6200 PM so ute callers to Night mode Callbox 9001 ah kat 22 Peac Wert 34 Up 25 Daw farw 27 Om H Dalata Callers during normal business hours Monday through Friday are instructed to Continue to the next active segment in the current call box The recorded Greeting is the next active segment Thank you for calling ACME Manufacturing Next callers hear the recorded Menu It repeats once to the caller Ppeans wrhefour digt atenrion number of the parron pou wich pou map atek new or at any time during thi masage Te bok up a name inth
113. is chapter is divided into two major sections The first discusses each call box Segment the individual programmable levels within a call box that determine how calls are treated The second describes call box Actions the various routing and transfer functions available to the NuPoint Agent programmer Overview The NuPoint Agent Programmer s Guide expands upon ideas previously described in Part 1 of this manual the NuPoint Agent Introduction and Tutorial The Programmer s Guide details the logic and procedures used to design and implement NuPoint Agent applications Organization The material for each call box Segment and Action is presented in four broad sections Description Programming Operation and Example Description The Description section gives a brief overview of each call box Segment or Action along with some examples Programming You can define and program most call box segments either through the NuPoint Agent Administrator terminal program or through the NuPoint Agent telephone interface using pushbutton phone commands The Programming section describes comprehensive procedures on how to access and utilize NuPoint Agent copyright 2002 Mitel Networks Corporation 49 Mitel NuPoint Messenger Technical Documentation Release 7 0 Operation The Operation section gives the reader more detailed background concerning the logic and internal decision making processes undertaken by NuPoint Agent Example
114. is placed on hold and Mr Patel s extension is dialed If Mr Patel answers the call he will hear have a call from Caller recording To accept this call press 1 To reject the call press 9 Pressing 1 will connect the calling party Pressing 9 will treat the caller as if the extension did not answer by processing the call with whatever is programmed as the No Answer incomplete transfer Action Attendant Transfer Description Transfers a caller to the Attendant extension using the Attendant transfer sequence both of which are designated in the call box Environment screen Programming Press the S1 Action key while cursor is in any Action field CBX Call box SUP Supervised Transfer BLND Blind Transfer ALT Alternate Transfer SCRN Screened Transfer ATND Attendant DISC Disconnect MBX Mailbox UND Undefined CONT Continue in call box DBN Dial by Name Attendant is the sixth item in the Action menu Abbreviation ATND You must use the S1Action menu to select this item Operation Once you program a call box Attendant extension and Attendant transfer sequence in the Environment screen for a call box all reference to the Attendant follow the local ca11 box variables The default Global Attendant is always 0 If you want the call box owner to be able to change the Attendant extensions from the telephone interface use a Blind or Supervised transfer to the person s extension rather th
115. ised transfer to a valid number BLND Blind transfer to a valid number ALT Alternate transfer sequence to a valid number SCRN Screened transfer ATND Transfer to the Attendant or Operator DISC Disconnect the caller MBX Mailbox and valid mailbox number 0 for top level voice mail CONT Continue in current call box to Greeting Busy If you selected any transfer supervised SUP blind BLND alternate ALT or screened SCRN in the Action field you can tell NuPoint Agent where to send the caller if the initial transfer attempt reaches a busy signal Busy recognition depends upon NuPoint Agent receiving a busy signal on a transfer attempt On many PBX systems when a station is call forwarded busy NuPoint Agent will not hear or detect a busy signal Consequently NuPoint Agent will not be able to reconnect the caller and process the incomplete transfer Busy Action copyright 2002 Mitel Networks Corporation 54 Mitel NuPoint Messenger Technical Documentation Release 7 0 When busy incomplete transfer processing is absolutely required take care not to have the target extensions call forwarded through your PBX When an initial transfer in Override detects a busy signal NuPoint Agent will hook flash and reconnect the caller It then continues with whatever is programmed in this Busy Action field Select from the following possible Busy Actions Action Code Description CBX Call box and valid call box number 0 for top l
116. ith the operator press 0 or stay on the line Automatic Exit If the caller does not make a menu choice by pressing a key ransfer the caller to the attendant Each of these segments is defined programmed or recorded by the call box owner who can set Override define a Holiday or Schedule record Greetings record and program a Menu program keys and set the Automatic Exit Action The system gives each owner the ability to turn on or turn off any call box segment Call box 9000 answers incoming calls If it was not a snow day with Override activated the call box checks the Holiday schedule and day of week schedules to determine how to route the caller If the call occurred during normal business hours call box 9000 would play the company s recorded greeting The caller would then hear the menu describing the various menu choices and offering the caller the opportunity to dial an extension If the caller did nothing he or she would be transferred to the attendant Here is what call box 9000 looks like from the NuPoint Agent Administrator s screen NuPoint Agent Configuration Callbox 9000 Name ACME MAIN AUTO ATTENDANT Segment On Action Busy No Answer Invalid Over ride N CBX 9002 Schedule Y Greeting Y Menu Y Repeat 2 Multi key Y BLND XXXX MBX XXXX MBX XXXX MBX 9999 key 0 ATND key 1 BLND 5123 CONT CONT CONT key 2 CBX 9200 key 3 CBX 9300 key 4 UND key 5 UND key 6 UND key 7 UND
117. key 8 DBN key 9 DISC Auto Exit ATND MBX 9999 MBX 9999 DISC S1l Act S2 Prev S3 Next S4 Up S5 Down S6 Save S7 Prn S8 Delet so Exit You can view the Configuration for any call box through the NuPoint Agent Administration Copyright 2002 Mitel Networks Corporation Mitel NuPoint Messenger Technical Documentation Release 7 0 program further described in the Programmer s Guide Part 3 of this manual 3 Call Box Segments Call boxes are divided into 6 segments Each segment performs a programmable Action that affects how the call is treated A call box processes each call it receives sequentially through each segment Summaries of the call box segments are listed below For more detailed descriptions please refer to the Programmer s Guide Part 3 of this manual Override The Override is the first segment that can potentially affect incoming callers If you enable Override in a call box all calls to that call box can be sent to another extension the operator to a voice mailbox or to another call box Override supersedes all subsequent segments of a call box When Override is disabled NuPoint Agent skips any Override programming and proceeds to the next segment Holiday Schedule Holiday Schedule is the second segment that affects a caller s progress through a call box The Holiday Schedule checks the time of day and day of year of each call If the call falls within a predefined Holiday range NuPoint Agent either mo
118. l Networks Corporation CP 5010 CP 5402 CP 6059 CP 7009 CP 6042 CP 6043 CP 6044 CP 6050 CP 6051 CP 6052 CP 6053 CP 6054 CP 6058 CP 6459 CP 6459 CP 6459 CP 6459 CP 6459 CP 6459 CP 6459 CP 6459 CP 6458 CP 6458 136
119. lbox program Multikey for the call box Reference CP 6054 4 If desired configure a holiday schedule for the call box Reference CP 6034 copyright 2002 Mitel Networks Corporation 97 Mitel NuPoint Messenger Technical Documentation Release 7 0 If desired configure a day of week schedule for the call box Reference CP 6044 Have the call box owner log into the call box through the telephone and record a Greeting for the call box Reference CP 6050 If desired record a menu for the call box Reference CP 6051 If the call box has a recorded menu set the menu repetition count Reference CP 6052 If desired program override for the call box CP 8054 access the Administrator s Call Box by Phone This procedure explains how to access the Administrator s call box by telephone You can then change your passcode or create delete and program call boxes You should have already installed NuPoint Agent on your NuPoint Voice system and assigned NuPoint Agent to lines or line groups Procedure Steps Access the Administrator s Call Box From Your Mailbox 5 6 Dial the NuPoint Voice access number Enter your mailbox passcode when prompted On non integrated systems enter your mailbox number followed by and your passcode _ Press the key to login to your call box Enter your call box passcode when prompted Press the key to reach top level NuPoint Agent Enter the Administrator s call box
120. lds On Typing N default in this field turns Multikey off Typing Y turns Multikey on If Multikey is turned on you must specify in the Action field whether Multikey is to extensions or mailboxes Action Choose from the following list of available actions Enter the Action Code Action Code Description SUP Supervised transfer to any valid number BLND Blind transfer to a valid number ALT Alternate Transfer Sequence SCRN Screened transfer MBX Voice Mail followed by a valid mailbox number The associated number for Multikey is always XXXX representing variable caller input The number of X s displayed does not indicate the maximum number of DTMF keys recognized by Multikey Busy If you selected supervised SUP blind BLND alternate ALT or screened SCRN transfer in the Action field you can tell NuPoint Agent where to send the caller if the initial transfer attempt reaches a busy signal Busy recognition depends upon NuPoint Agent receiving a busy signal on a transfer attempt On many PBX systems when a station is call forwarded busy NuPoint Agent will not hear or detect a busy signal Consequently NuPoint Agent cannot reconnect the caller and process the incomplete transfer Busy Action When busy incomplete transfer processing is absolutely required take care not to have the target extensions call forwarded through your PBX If an initial transfer detects a busy signal NuPoint Agent will hook flash and reconnect the
121. ler continue in call box 7 To exit 9 Operation Multikey input can be programmed to extensions or to voice mailboxes Regardless of the Multikey programming individual call box programming will supersede Multikey programming When a caller dials an extension number through Multikey NuPoint Agent searches all call boxes to see if there is a call box that matches the dialed extension number If one exists NuPoint Agent executes that call box instead of transferring the call according to the Multikey Action Consequently individual call box programming supersedes Multikey programming For example Multikey in call box 9000 is set to blind transfer to the extension number dialed Ring busy and ring no answers at the dialed extension route the caller to the corresponding voice mailbox You handle most extensions according to this as the general rule However there might be a few extension numbers in your organization that require special call processing for example Penny s call box 1234 You have created individual call boxes for those extensions that deviate from this general call processing pattern Callers dialing these extensions for example extension 1234 are handled by the individual call boxes for example call box 1234 Multikey also determines if a caller entered extension number is valid using the dialing plan programmed in the Global and call box Environment screens by the NuPoint Agent Administrator Dralingi P batie er
122. lete an existing call box If the call box exists you will hear Please enter the call box you wish to delete Enter call box number Then you hear am deleting call box XXXx If this is acceptable press 1 To cancel this request press 8 Press 1 to verify and you hear Copyright 2002 Mitel Networks Corporation 41 Mitel NuPoint Messenger Technical Documentation Release 7 0 call box XXXX deleted Changing the NuPoint Agent Administrator s Passcode Press 8 to change your passcode You are prompted for your new passcode Please enter your new passcode Enter passcode Enter up to 16 digits End entry of your passcode with the pound sign NuPoint Agent confirms your new passcode and allows you to accept or change it Then you hear Your passcode is passcode 4 NuPoint Agent Statistics Reports The NuPoint Agent Administrator may view statistics and call handling for each call box Call box statistics are turned on in each ca box Environment screen A summary of each statistics report with descriptions of each field appears below Call Box Statistics Report The call box Statistics Report details calls handled by the call box transfer attempts and the result of each transfer attempt as well as caller actions taken during call box sessions NuPoint Agent Statistics Report Callbox 9000 Name Total 0 calls 0 00 minutes Last Reset Calls Trans Calls Ring Ring no Entries Hangups Handled Attempt Conn
123. lication to the current group then displays the DTMF to PBX Menu Prompt DTMF Response Save the assignment by exiting to the NuPoint Voice Configuration Main Menu CP 8051 Enable or Disable the Override Command by Phone This procedure explains how to enable or disable the NuPoint Agent Override function in a call box by telephone Procedure Steps Enable the Override Function 1 Enter the call box number for which you want to enable the Override command copyright 2002 Mitel Networks Corporation 118 Mitel NuPoint Messenger Technical Documentation Release 7 0 4 5 followed by a and the assigned password You should then hear the Main Menu Press to reach the Override Functions Menu Listen to the current Override setting enabled or disabled Reference NuPoint Agent Main Menu Press to enable Override Reference NuPoint Agent Menu 1 WXY Press 2 to exit with the new Override function WXY Press 2 again to exit the call box Disable the Override Function 1 Enter the call box number for which you want to disable the Override command followed by and the assigned password You should then hear the Main Menu Press 1 to reach the Override Functions Menu Listen to the current Override setting enabled or disabled Reference NuPoint Agent Main Menu DEF Press 3 to disable Override Reference NuPoint Agent Menu 1 WXY Press 2 to exit with the new Override function WX
124. list of requirements for ACME s main automated attendant application ACME Main Automated Attendant Requirements 1 Anyone calling our main telephone number should be greeted with a short professional recording telling the caller to dial an extension or to press a single key for the Sales Shipping or Accounting departments If the call is from a rotary phone send them to the operator as quickly as possible 2 If they do not know the extension number allow the caller to spell out the person s name to find the extension number The President and do not want under any circumstances a caller to be able to find out what our extension numbers or voice mailbox numbers are Incidentally anyone dialing either extension should be routed to our respective secretaries 3 Anyone calling a Department s main number directly should reach that department s automated attendant 1 don t want to have to dedicate lines in the system for this You know that the Shipping department is working two shifts including a full night shift on Sundays Their auto attendant should reflect this fact You also know that Accounting doesn t take outside calls on Wednesday afternoons know you can handle this 4 wanta year s worth of holidays preprogrammed in the system at all times will personally conduct surprise checks to ensure you are complying with this requirement Each holiday should have its own special cheery recordings 5 If we get anot
125. lled party rejects a call NuPoint Agent will treat the calling party according to the Action programmed in your No Answer column You should use screened transfers judiciously Many callers resent having to identify themselves before being connected Only the NuPoint Agent Administrator can grant screened transfer privileges call box owners cannot select a screened transfer from the telephone interface When a called party rejects a screened transfer NuPoint Agent reconnects the caller using the Reconnect Reject dial sequence The NuPoint Agent default is The Reconnect Reject dial sequence is found in the Environment screen Note It is imperative that the called party hang up immediately if the call is rejected Otherwise it is possible that the caller will be conferenced with the calling party and NuPoint Agent You should not allow call screening unless NuPoint Agent is the front end automated attendant application answering incoming calls In DID situations where callers can dial a person directly it makes little sense to subsequently transfer callers screened Example Mr Patel has enabled Call Screening for calls directed to his extension through his company s NuPoint Agent automated attendant Outside callers upon dialing his extension will hear After Copyright 2002 Mitel Networks Corporation 90 Mitel NuPoint Messenger Technical Documentation Release 7 0 you hear the tone please leave your name The caller
126. mail No Answer If you selected any transfer that supervises for answer SUP or ALT in the Action field you can tell NuPoint Agent where to send the caller if the number dialed is not answered NuPoint Agent waits the number of seconds prescribed in the Time Until No Answer TUNA field of the Environment screen before reconnecting the caller Make certain that your PBX does not forward the call before NuPoint Agent has an opportunity to reconnect the caller Select from the following possible No Answer Actions Action Code Description CBX Call box and valid call box number 0 for top level NuPoint Agent DISC Disconnect the caller MBX Mailbox and valid mailbox number 0 for top level voice mail Invalid If you selected any transfer in the Action field you can tell NuPoint Agent where to send the caller if the initial transfer attempt was to an invalid number Select from the following possible No Answer Actions Copyright 2002 Mitel Networks Corporation 82 Mitel NuPoint Messenger Technical Documentation Release 7 0 Action Code Description CBX Call box and valid call box number 0 for top level NuPoint Agent DISC Disconnect the caller MBX Mailbox and valid mailbox number 0 for top level voice mail Automatic Exit Telephone I nterface Dial into the call box you wish to modify and press star and the passcode You will hear the Main Menu Main menu For Automatic Exit 6 The Automatic Exit R
127. n S8 Del SO Exit Creating a New Call Box Enter the new call box number up to 10 digits in the first field call box and press Enter If the call box does not exist a pop up window like the one below appears Mu eict Ayat Ceatliqerstiag Callaox ue mare Goan remt On action our trvalld Callbox Field een ae vox l se sax Schedule z z Tt mpar i Callaox FONE dost not exler Crate Callbox NuPoint Agent displays a Y yes as the default response If you decide that you do not want to create the call box enter N no Press Enter after you have entered your response to accept it Your new call box Configuration screen appears NuPoint Agent creates your new call box and automatically opens the Configuration Screen so you can program the call box Tip You can press Enter in any pop up window that already displays the default response setting you wish to use Deleting an Existing Call Box Enter the call box number you wish to delete in the call box field and press Enter Review the Configuration Screen to verify that you wish to delete the call box Press Shift 8 Del to delete A pop up screen appears asking you to confirm your request Mugalet Ayant Cantiqurties Callaox Seqrant Overs lda nox m mr Schedule Grsating Delete Callbox a nun mr ous x nun Pep up screen al Aot 22 92ec Wert 34 Up 25 ow aise a7 Im a Dal If you do not want to delete the displayed call box enter N no and press
128. nal Program Before you read on in this section you must install the NuPoint Agent software and the NuPoint Agent prompts set onto your NuPoint Messenger system and configure NuPoint Agent for your particular PBX and integration environment Please refer to Part 4 of this manual the NuPoint Agent Configuration Guide for more information on installing and configuring the NuPoint Agent software Starting NuPoint Agent The NuPoint Agent Administrator s program is located in the Main Menu Press C for NuPoint Agent Maintenance Note Before you can start NuPoint Agent you must set up your terminal as VT100 and put Voice Memo in full screen mode Refer to CP 6059 in the NuPoint Agent Configuration Guide Part 4 of this manual for details Note If you are using the Enhanced SMDI Integration ESMDI Optional Feature software with NuPoint Agent you must set the user interface for NuPoint Agent This option is found under the Unified Integrations menu To find this menu consult your NuPoint Messenger Enhanced SMDI Integration Manual c All Software Copyright 1997 Centigram Corporation All Rights Reserved System Status HOST 7 a STATUS ENA OS 3 15X MEMORY 5727 11840 copyright 2002 Mitel Networks Corporation 28 Mitel NuPoint Messenger Technical Documentation Release 7 0 ERRORS Y Bus Disk 0 1 2 3 4 5 6 0 3 ENA 1 2 MAIN MENU M Mailbox maintenance C NuPoint Agent maintenance R
129. ng should be short and friendly ACME s greeting is typical Thank you for calling ACME Widgets All outside callers hear this company Greeting when dialing ACME s main number Immediately after the Greeting callers hear the recorded Menu f you know your party s 4 digit extension number Note You must record your Greeting and Menu separately If you record menu choices in the Greeting they will not work Programming You record your Greeting through the NuPoint Agent telephone interface There is no corresponding screen program for recording functions copyright 2002 Mitel Networks Corporation 68 Mitel NuPoint Messenger Technical Documentation Release 7 0 WaFalot Apect CapPiquzstiso Callaox Ehbb Bare ADE HAGE AUT Atwa dagran n arlan nu cy m An eee Owe rldi cox Schedule Greeting recordad ce vox nun ocx a mrz m al Aot a2 22ac Wert 24 U 25 0aw ai lt dace 279m a Dalata 29 Trit When you have successfully recorded and saved your Greeting the Greeting On indicator will change to a Y meaning a Greeting as been recorded You cannot manually change this field from the terminal program Greeting Telephone I nterface Dial into the call box you wish to modify and press star and the passcode You will hear the Main Menu Main Menu TO review your Greeting 4 Your callers will be greeted with f a Greeting has been recorded or No greeting is recorded If no greet
130. nged the beginning time to 12 00 P M Noon on the beginning date His organization always closes at noon on the business day preceding Christmas However he has left the default ending time to 12 01 A M on the day following Christmas His company wants no more mention of Christmas once the actual day has passed Note All calls received by this call box 9000 from 12 00 noon on 23 December through 12 01 A M on Monday 27 December are routed to call box 9912 call box 9912 is programmed to greet callers with Thank you for calling ACME We will be closed in observance of the Christmas holidays Note that this Greeting is non specific for Christmas Day It is appropriate for Friday afternoon Saturday Christmas Eve Sunday Christmas Day and Monday Observed Christmas A more specific Greeting in call box 9912 would have rendered the Greeting inappropriate for days other than Christmas Day for example Merry Christmas from all of us at ACME You can enter User defined Holidays for any date and time They are not tied to standard observed dates They reflect periods of time where you want special call processing Unlike standard Holidays you must manually reset them each year except in the unlikely event that they fall on the same date year after year Day of Week Schedule Description The Day of Week Schedule routes callers based upon the day of the week and the time of day programmed Day of Week Schedules affect calls not
131. nsfer SequencesS eee eee Key 5 Attendant S X Key 6 Blind S XH Key 7 Supervised S XG iKey 8 Reconnect Busy S i Key 9 Reconnect RNA S Key 0 Reconnect Invalid S AUCO EX1 oiee lersne ace tecie ender EA 00s Reconnect Reject Print Port 1 S6 Save S7 Prn SO Exit The title bar identifies the Global Environment screen Each call box has a similar call box Environment screen which you can use to modify individual call boxes Global Environment Screen Fields ADMIN Box This field displays the current call box used by the NuPoint Agent Administrator The default Administrator s call box is 9995 You can change the Administrator s call box by typing in a new call box number in this field and pressing Shift 6 Save to save Note In unusual circumstances you may need to change the Administrator s call box However you should try to maintain a consistent and uniform NuPoint Agent numbering plan Copyright 2002 Mitel Networks Corporation 33 Mitel NuPoint Messenger Technical Documentation Release 7 0 General Environment Variables Allow Owner Access NuPoint Messenger mailbox owners access their mailboxes by pressing the lt gt key and password once they have dialed their mailbox at the message center prompt Similarly call box owners can access owner functions by entering their call box number and pressing the lt gt key and password at the Dial an Extension prompt The d
132. off so NuPoint Agent ignores Over side Pprogmramins There i a Schedule active so NuPo int Agent aarin the Schedule Copyright 2002 Mitel Networks Corporation 26 Mitel NuPoint Messenger Technical Documentation Release 7 0 Day of meet Schedule mumie agant Callaox Id mare tun sax oro nay thre ajr arlon nim L i a wur nu ey m ancur tam com cost SivAct Si ecey S3 maxt S4 up SS mow S dawe bI lt ect Si osl Sh extt The Dapof Wsek Schedule instructs NuPoint Agent to supemked transfer alls to extension 1234 beginningon Monday at 12 00 AM and continuing until it encounters another schedule antey Tf the transferatternpt results in a busyor no answer NuPoint Agent is to Continue the callar to the nant stgroent in the currant all box 1234 Continue phys the seconded Grestingand Menu the nent actbe call box segments murine agent Con tiguzetlon Callaox isd mare TOG sax oro dagrant n atlan our mn ee enya thd Owes lds wur ku wr tai ox tau ocx Ichedule z t Tt part t wultl tey wr RR ox IRR ox RRR cos tey l l azao ox tase x au ox us wr wo Skvact Si ecey S3 makt S4 up SS mow D dewe SI ect Sirosl While listen ing to the seconded menw peu piss Jos stayed on the line Either vap pou are routed to voice reailbox 1234 Part 2 Administrator s Guide 1 NuPoint Agent Administration This chapter gives the reader a brief to
133. on Codes Copyright 2002 Mitel Networks Corporation 122 Mitel NuPoint Messenger Technical Documentation Release 7 0 Description Supervised transfer to a valid number BLND Blind transfer to a valid number ALT Alternate transfer sequence to a valid number SCRN Screened transfer MBX Voice mail followed by a valid mailbox number The associated number for Multikey is always XXXX which represents variable caller input This does not limit the number DTMF keys that Multikey recognizes Program Busy No Answer and I nvalid Number Actions If you selected supervised SUP blind BLND alternate ALT or screened SCRN transfer in the Action field you can tell NuPoint Agent where to send a caller if the initial transfer attempt is busy by entering an action code from Table 2 in the Busy field If you selected supervised SUP in the Action field you can tell NuPoint Agent where to send a caller if the initial transfer does not answer by entering an action code from Table 2 in the No Answer field If you are not supervising for answer in the Action field for example BLND the No Answer Action field never takes effect Note NuPoint Agent waits the number of seconds prescribed in the Time Until No Answer TUNA field of the Environment screen before reconnecting the caller Be sure your PBX does not forward the call before NuPoint Agent has an opportunity to reconnect the caller 9 If you selected any transfer in the
134. on their push button telephone If a Menu is recorded and programmed after the Greeting the Menu will accept the key as Menu choice Menu Recorded Menu You can record a Menu that presents options to an incoming caller Your recorded Menu prompts callers to press a key on their telephone keypad to select a menu option The call box owner records the menu from the telephone interface and can set the Menu to repeat should the caller press an invalid key You can assign any call box action to any telephone keypad number Record the Menu to inform the caller of his or her choices A sample Menu for a sales division might be as follows To place an order for widgets press 1 To speak with a sales representative for your area press 2 To speak with a customer service representative press 3 To end this call press 9 In this example a caller pressing key 1 could be transferred to an order entry ACD queue for widgets Pressing key 2 routes the caller to another call box that would present a menu of sales representatives by geographical area Pressing key 3 transfers the caller to the customer service department Finally pressing key 9 disconnects the call You choose the number of times to automatically repeat the Menu if the caller does not press a key or if the caller presses an undefined key The repetition count can be set from 0 do not play the menu to 9 Multikey Option Multikey allows callers to enter multiple di
135. onse The number of the line group 1 24 or Press Enter if the current number is correct 5 Exit to the NuPoint Voice Main Menu then reach the NuPoint Agent Main Menu shown in Figure 1 Reference Menu Map 13 NuPoint Agent Main Menu Configuration Holiday Schedule Day of Week Schedule Statistics Report Call Handling Summary Callbox Environment Global Environment Line Group Callboxes About NuPoint Agent s0 Quit Figure 1 NuPoint Agent Main Menu 6 Press Tab or the Up and Down Arrow keys to move the cursor to the Line Group call boxes field and press Enter to reach the NuPoint Agent Line Group Call Boxes Screen shown in Figure 2 copyright 2002 Mitel Networks Corporation 100 Mitel NuPoint Messenger Technical Documentation Release 7 0 NuPoint Agent Line Group Callboxes Line Group PreGreet Line Group PreGreet Number and Name String Callbox Number and Name String Callbox 01 Group 1 NuPoint Agent 3000 18 02 Group 2 Vmemo 19 S6 Save S7 Prt SO Exit Figure 2 NuPoint Agent Line Group Call Boxes Screen NuPoint Agent automatically searches your NuPoint Voice configuration for defined line groups and displays the line group number and name in the Line Group Number and Name field Any Pre Greeting Dial String you have configured when you set up the line groups appears in the PreGreet String column 7 Enter the default call box number for the line group in the call box column op
136. orial Day The main automated attendant call box 9000 has a Memorial Day Holiday entry that directs all calls to call box 9905 beginning at the close of business the day before Memorial Day and ending at 12 01 A M the day after Memorial Day Example Spring Break The NuPoint Agent Administrator can create User defined holiday entries for those holidays not included in the NuPoint Agent standard list Thus ACME University might want special Greetings and call handling during Spring Break April 15 through April 21 returning to normal processing after Spring Break Programming The NuPoint Agent Administrator programs and defines Holiday schedules Users cannot use or program these functions over the NuPoint Agent telephone interface Select Holiday Schedule from the NuPoint Agent Administrator s Main Menu NuPoint Agent Holiday Schedule 18 Apr 1994 Callbox 9000 Name ACME WIDGETS HOLIDAY TABLE Observed Beginning Ending Holiday Date DOW MM DD DOW HH MM A P M DD DOW HH MM A P Action MEM 05 30 94 MON 05 27 FRI 06 00 PM 05 31 TUE 12 01 AM CBX 9905 INDEP 07 04 94 MON 07 01 FRI 06 00 PM 07 05 TUE 12 01 AM CBX 9907 LABOR 09 05 94 MON 09 02 FRI 06 00 PM 09 06 TUE 12 01 AM CBX 9909 VETERAN 11 11 94 FRI 11 10 THU 06 00 PM 11 12 SAT 12 01 AM CBX 9913 THANK 11 24 94 THU 11 23 WED 06 00 PM 11 25 FRI 11 59 PM CBX 9911 XMAS 12 26 94 MON 12 23 FRI 06 00 PM 12 27 TUE
137. oute caller to a Mailbox 0 for top level voice mail X for the mailbox corresponding to the extension dialed CONT Continue in current call box to Auto Exit or another Menu Repetition Count Save Your Single Key Programming 12 When you are finished programming Single Key for the call box press Shift 6 S6 to save your schedule 13 Press Shift O SO to exit the Configuration Screen CP 6050 Record NuPoint Agent Greetings This procedure describes how to record a Greeting for a NuPoint Agent call box It assumes you have already created a call box using CP 6042 You must use the NuPoint Agent telephone interface to record your Greeting Procedure Steps 1 From your mailbox dial into the call box you wish to record a Greeting for and press g f followed by the passcode for the call box If you are accessing NuPoint Agent through a call box that allows Multikey access to an extension number enter the call box number and press se You hear the Main Menu Reference NuPoint Agent Main Menu 2 Reach the Greeting Functions Menu by pressing NuPoint Agent automatically plays the recorded Greeting if any Reference NuPoint Agent Menu 4 1 Press to record or rerecord your Greeting When you hear the recording tone beep start your recording copyright 2002 Mitel Networks Corporation Mitel NuPoint Messenger Technical Documentation Release 7 0 Note Your Greeting must be between 2 s
138. ox SUP Supervised Transfer BLND Blind Transfer ALT Alternate Transfer SCRN Screened Transfer ATND Attendant DISC Disconnect MBX Mailbox UND Undefined CONT Continue in call box DB Dial by Name Copyright 2002 Mitel Networks Corporation 92 Mitel NuPoint Messenger Technical Documentation Release 7 0 Mailbox is the eighth item in the Action menu Abbreviation MBX You can also enter M in any Action field Operation The Mailbox action requires that you enter a valid and existing mailbox number Leaving the Mailbox data field blank or entering 0 sends the caller to top level voice mail If you attempt to enter a mailbox that does not exist NuPoint Agent notifies you and does not let you proceed To assign a particular mailbox to any Action field you must have already created the voice mailbox Undefined Description Undefined simply means that the Action field has not been programmed This is the default condition of all Schedule fields and key fields Programming Press the S1 Action key while cursor is in any Action field CBX Call box SUP Supervised Transfer BLND Blind Transfer ALT Alternate Transfer SCRN Screened Transfer ATND Attendant DISC Disconnect MBX Mailbox UND Undefined CONT Continue in call box DBN Dial by Name Undefined is the ninth item in the Action menu Abbreviation UND You can also enter U Continue Description Placing Continue in most Action
139. ox structure is fixed calls fall through call box segments in a predefined order You decide what actions to take within any call box segment The eleven possible call box Actions are detailed on the following pages Call Box Description Route call to another call box Must be followed by a valid call box number or 0 for top level NuPoint Agent Programming Press the S1 Action key while cursor is in any Action field CBX Call box SUP Supervised Transfer BLND Blind Transfer ALT Alternate Transfer SCRN Screened Transfer ATND Attendant DISC Disconnect MBX Mailbox UND Undefined CONT Continue in call box DBN Dial by Name ees call box is the first item in the Action menu Abbreviation CBX You can also enter C in any Action field Operation When you route a caller to another call box either as an initial action or as an incomplete transfer action you are exiting the current call box and starting the new call box When programming a call box through the NuPoint Agent Administrator s terminal program you can create other call boxes from within the Configuration screen of the call box you are editing Simply enter the new call box number at any valid Action data field NuPoint Agent will notify you if the call box does not exist Note Be careful to document the call boxes you create It is dangerous to have unused call boxes in your system You can also allow callers to enter a call box numb
140. posite the line group you are assigning Note Once you assign a call box to a line group you can no longer log into or make changes to the call box You should first create the call box and record a greeting then assign the call box to the line group If you want to delete the call box number from the line group select the call box number and enter a zero 0 If you program a menu key to go to call box 0 you can log into any call box and make changes even to the line group call box Save Your Changes 8 When you are finished configuring your Line Group call boxes press Shift 6 S6 to save your configuration 9 Press Shift 0 S0 to exit the Line Group call boxes Screen CP 6058 Configure a NuPoint Agent Callbox Environment This procedure describes how to configure the environment for an individual NuPoint Agent call box The call box environment controls the settings that determine how the individual call box works and overrides the global environment settings copyright 2002 Mitel Networks Corporation 101 Mitel NuPoint Messenger Technical Documentation Release 7 0 Note If nothing is programmed for the call box environment the call box is controlled by the global environment settings Procedure Steps 1 Before you start to configure your NuPoint Agent call box environment fill out the NuPoint Agent Environment Worksheet for the call box environment you want to configure 2 Reach the NuPoint Agent Main Menu
141. previously redirected by the Override and Holiday Schedule segments Copyright 2002 Mitel Networks Corporation 62 Mitel NuPoint Messenger Technical Documentation Release 7 0 Example Main Auto Attendant Day and Night Modes Call box 9000 contains Schedule entries that route calls Monday through Friday at 8 00 A M to Continue in call box 9000 day answer mode At 5 00 P M on weekdays and on weekends the Schedule entries route callers to call box 9001 the night answer mode Example Individual Call Processing Lunch Hour Coverage An employee wants calls automatically routed to another extension at a predefined time of the day for example 12 00 to 1 00 for lunch hour coverage Here the user defines a Schedule in his or her own call box Programming You can create modify or delete Day of Week Schedule entries from either the NuPoint Agent telephone interface or from the NuPoint Agent Administrator program Select Day of Week Schedule from the NuPoint Agent Administrator s Main Menu NuPoint Agent Day of Week Schedule Callbox 9000 Name ACME MAIN AUTOATTENDANT Day Time A P Action Busy No Answer Invalid MON 08 00 A CONT MON 05 00 P CBX 9001 UE 08 00 A CONT UE 05 00 P CBX 9001 WED 08 00 A CONT WED 05 00 P CBX 9001 THU 08 00 A CONT THU 05 00 P CBX 9001 FRI 08 00 A CONT FRI 04 30 P CBX 9001 1 Act S2 Prev S3 Next S4 Up S5 Down S6 Save S7 Prn S8 Delete SO Exit
142. processing Programming From the NuPoint Agent Administrator s Main Menu screen select Configuration Menu item 1 Enter the call box number Here is Penny s call box 1234 Configuration screen Copyright 2002 Mitel Networks Corporation 53 Mitel NuPoint Messenger Technical Documentation Release 7 0 Widalot Apact Cougara Callax LIA Bwe GAA cmt Jagran On setlon guy A eee zus lim mx L st ex tame exile tam l ket 22 9rav 2 Wert 21 9 25 fow i dace 273m 2 Dalata There are two steps to programming Override First you must decide where your Override will route the caller Second you must either enable or disable Override The default Override setting for newly created call boxes is to supervise transfer the call to the extension corresponding to the call box being programmed Thus a newly created call box 1234 has preprogrammed a supervised transfer to extension 1234 The default Override mode is disabled Override Screen Fields On Typing N default in this field disables Override Typing Y turns on the Override If you have programmed an Action for Override it takes effect immediately after saving the call box pressing Shift 6 S6 to save Action Choose from the following list of available actions Enter the Action Code or press Shift 1 S1 for a list of possible actions Action Code _ Description CBX Call box and valid call box number 0 for top level NuPoint Agent SUP Superv
143. programmed and upon how the caller reaches Penny s call box If the caller dials Penny s extension 1234 through ACME s main automated attendant call box 9000 NuPoint Agent looks for a call box corresponding to the extension number dialed NuPoint Agent finds and executes call box 1234 Mutslot Apeot Cem tiquztics Callaox Ebbh Bare AGE WAGE uatan Caller di b dagrant On vetlon oug m ancues Penny s aitension uke ox Le 1234 thro uzh Multi key azao mu mr Im l Ast a2 Ozer 2 Wert 240p 25 Dowo i rra 27 2r0 29 alate Copyright 2002 Mitel Networks Corporation 86 Mitel NuPoint Messenger Technical Documentation Release 7 0 Blind Transfer Description Transfer a caller using the call box Blind transfer sequence Programming Press the S1 Action key while cursor is in any Action field CBX Call box SUP Supervised Transfer BLND Blind Transfer ALT Alternate Transfer SCRN Screened Transfer ATND Attendant DISC Disconnect MBX Mailbox UND Undefined CONT Continue in call box DBN Dial by Name Blind transfer is the third item in the Action menu Abbreviation BLND You can also enter B in any Action field Operation Blind transfers reference the Blind transfer sequence entered in the call box Environment screen Normal NuPoint Agent precedence rules apply If the entry is blank in any specific call box the Blind transfer sequence in the Global Environment screen controls Normal
144. propriate Table 1 Override Action Codes Description CBX Call box and valid call box number 0 for top level NuPoint Agent SUP Supervised transfer to a valid number BLND Blind transfer to a valid number ALT Alternate transfer sequence to a valid number SCRN Screened transfer ATND Transfer to the attendant or operator DISC Disconnect the caller Copyright 2002 Mitel Networks Corporation 125 Mitel NuPoint Messenger Technical Documentation Release 7 0 MBX Mailbox and valid mailbox number 0 for top level voice mail CONT Continue in current call box to Greeting if recorded Program Busy No Answer and I nvalid Number Actions 8 If you selected supervised SUP blind BLND alternate ALT or screened SCRN transfer in the Action field you can tell NuPoint Agent where to send a caller if the initial transfer attempt is busy by entering an action code from Table 2 in the Busy field 9 If you selected supervised SUP in the Action field you can tell NuPoint Agent where to send a caller if the initial transfer does not answer by entering an action code from Table 2 in the No Answer field Note NuPoint Agent waits the number of seconds prescribed in the Time Until No Answer TUNA field of the Environment screen before reconnecting the caller Be sure your PBX does not forward the call before NuPoint Agent has an opportunity to reconnect the caller 10 If you selected any transfer SUP BLND or ALT or
145. r Service press 1 tells the caller that pressing a single key will transfer to a predetermined extension Example System Automated Attendant Typically an organization would enable Multikey to extensions during business hours and Multikey to voice mail after business hours If you Know your party s 4 digit extension number you may enter it now or any time during this message For customer service press 1 For sales press 2 For accounting press 3 To speak with an operator press 0 or stay on the line After hours Multikey is enabled only to voice mailboxes If you Know your party s 4 digit mailbox number you may enter it now or any time during this message Example Individual Call Box You can also allow callers to personal call boxes the option of dialing other extensions Multikey to extensions is enabled You can dial my secretary at extension 7777 or my associate Bill at extension 6666 Dial 0 to reach the operator Programming You can program Multikey from either the terminal based Administrator s program or from the NuPoint Agent telephone interface Copyright 2002 Mitel Networks Corporation 73 Mitel NuPoint Messenger Technical Documentation Release 7 0 MuFalot Apect Captiquzstiao Callaox Ibbb Bare AGH WAGE AUTOATTEBOAST Multi kay dagran On atlan our m ancur enabled to Override m Cox Schedule t extensions Gasating ulrl tay Multikey Screen Fie
146. r example if the extension is busy or no one answers Example Penny Graham s Main Call Box 1234 Call Box Segment Action Description Override If activated Send all calls to my secretary Don t bother with the rest of this call box l Schedule Between 10 00 AM and 7 00 PM Monday through Friday Supervise transfer all calls to extension 1234 After 7 00 PM on weekdays send calls directly to voice mailbox 1234 If extension 1234 is busy or does not answer continue to the Greeting Greeting If l m on the phone or away from my desk play the recorded Greeting Hello This is Penny Graham I m not available right now but jyour call is important to me copyright 2002 Mitel Networks Corporation 15 Mitel NuPoint Messenger Technical Documentation Release 7 0 Menu Play the recorded Menu To speak with John my secretary press 1 To leave me a voice message press 2 or stay on the line f you would like to speak with an operator press 0 at any time Automatic Exit Move caller into voice mailbox 1234 A caller dials ACME s main number and is answered by the main autoattendant call box 9000 The caller wishes to speak with Penny at extension 1234 and dials 1234 after hearing the ACME main menu NuPoint Agent automatically checks call box 1234 for instructions on how to proceed Since this call occurred during normal working hours call box 1234 transfers the calle
147. r more keys you can avoid any delay by pressing 8 Press to change your passcode You are prompted for your new passcode 9 Enter a password of up to 31 digits NuPoint Agent confirms your new passcode and allows you to accept or change it 10 When you hear the prompt telling you your new passcode press to accept the action or press to cancel the change CP 6046 Assign NuPoint Agent to a Line Group and Set Up the Copyright 2002 Mitel Networks Corporation 99 Mitel NuPoint Messenger Technical Documentation Release 7 0 Default Call Box for the Line Group This procedure describes how to assign NuPoint Agent to a NuPoint Voice line group and set up a default call box for the line group Procedure Steps 1 Before you start to assign NuPoint Agent to your line groups fill out the NuPoint Agent System Worksheet for all line groups you want to set up 2 Define a line group for your application Reference CP 5010 Note Refer to the NuPoint Voice documentation for more information about defining a line group for specific applications Reference NuPoint Voice Reference and Configuration Manual 3 Reach the NuPoint Voice Configuration Offline Menu then go to the line group application menu for the application you are using Reference Menu Map 2 4 5 6 or 7 4 Specify the line group to which the NuPoint Agent application is assigned Select G Group Selected Prompt Enter a group number Resp
148. r to extension 1234 On a Ring Busy or Ring No Answer at extension 1234 the caller would continue in this call box to hear the Greeting and Menu above The Automatic Exit transfers the caller to mailbox 1234 if the caller does nothing in response to the menu Here is Penny s call box 1234 Configuration screen Wu ilot Apt Sag tlquratiag Callax Lid Same Aang cmt dagran n atlan cur m ancr vezr r lds tau Schedule Graating RMX Continue to a d rey Hes L st Gueeting if aller tse 3 forwarded busy Move caller to reailbox 1234 if forwarded no answer If an outside caller dialed Penny s extension directly i e if the caller dialed Penny s DID number or was transferred by the operator Penny s extension would ring On a Ring No Answer call box 1234 places the caller into Penny s voice mailbox 1234 If she were on the phone Ring Busy the call is forwarded to the NuPoint Messenger system where NuPoint Agent would open Penny s call box 1234 NuPoint Agent knows that Penny s extension was already tried and automatically Continues the caller into her call box Greeting and Menu At this point the caller has several options Pressing 1 transfers to Penny s secretary at extension 5678 Extension 5678 is not call forwarded busy or no answer so Penny s call box can control the transfer On a busy or no answer at 5678 NuPoint Agent hook flashes to get the caller back and moves the caller either into
149. r top level voice mail CONT Continue in current call box to Auto Exit or another Menu repetition count Invalid If you selected any transfer in the Action field you can tell NuPoint Agent where to send the caller if the initial transfer attempt was to an invalid number Select from the following Invalid Actions Action Code Description CBX Call box and valid call box number 0 for top level NuPoint Agent DISC Disconnect the caller MBX Mailbox and valid mailbox number 0 for top level voice mail CONT Continue in current call box to Auto Exit or another Menu repetition count Menu Single Key Telephone I nterface Dial into the call box you wish to modify and press star and the passcode You will hear the Main Menu Main Menu 7T0 examine your menu 5 Copyright 2002 Mitel Networks Corporation 79 Mitel NuPoint Messenger Technical Documentation Release 7 0 For recorded menu review 1 For key assignments 2 For menu repetition counts 3 For Multikey input 4 To exit 9 Press the key that you want to review enter key To move the caller to a call box 2 To transfer the caller to an extension 3 To transfer the caller to the attendant 4 To disconnect the caller 5 To continue in this call box 7 To make this an undefined key 8 To exit 9 Operation Single key assignments are set by default to Undefined UND This means that the key is not assigned to perform
150. ration The caller hears Please enter the person s name using the keys on your telephone keypad last name followed by first Press the 1 key to entera Qora Z You must enter a name for each user when creating voice mailboxes If you have not entered the names last name first be sure to set the Last Name First Flag to N located in the Dial by Name Menu of the NuPoint Voice Configuration Dial by Name searches this name field to find the corresponding mailbox number or extension number The caller can dial as many keys as he or she wishes When Dial by Name finds an exact match it immediately reports Your have selected Mailbox owner s name if recorded or Mailbox number if no name is recorded and Multikey is set to mailboxes or Extension number if no name is recorded and Multikey is set to extensions Copyright 2002 Mitel Networks Corporation 95 Mitel NuPoint Messenger Technical Documentation Release 7 0 If the caller stops dialing digits before an exact match is found Dial by Name lists the possible choices of the partial match Press 1 for Press 2 for etc Press 7 for To continue listing names press 8 To enter a new name press 9 To leave the phonebook press 0 Dial by Name searches and reports those mailbox names and numbers with the same GCOS Group Class of Service as the ca ed mailbox or call box number If the mailbox has an empty GCOS or if no mailbox was dialed Di
151. rence the A ternate transfer sequences up to 16 characters entered in the call box Environment screen Normal NuPoint Agent precedence rules apply If the entry is blank in any specific call box the Alternate transfer sequence in the Global Environment screen controls Alternate transfer sequences allow the NuPoint Agent programmer great flexibility in designing and implementing NuPoint Agent applications With Alternate transfer sequences you can make every call box segment and every telephone key transfer differently Whenever an alternate transfer sequence contains a dial string command to supervise for answer for example G for greet the programmable TUNA Time Until No Answer governs the conditions under which the call is reconnected and processed as a No Answer Example NuPoint Agent Configuration Callbox 12340 Name GRAHAM PENNY PRIVATE CALLBOX Segment On Action Busy No Answer Invalid Over ride N SUP 1234 CONT MBX 1234 DISC Schedule Y Greeting Y Menu Y Repeat 5 Multi key Y SUP XXXX MBX XXXX MBX XXXX CONT Copyright 2002 Mitel Networks Corporation 88 Mitel NuPoint Messenger Technical Documentation Release 7 0 key 0 BX 1234 key 1 ALT 5551993 CONT CONT CONT key 2 ALT 7891234 CONT CONT CONT key 3 UND key 4 UND key 5 ALT 6661234 CONT CONT CONT key 6 UND key 7 UND key 8 BLND 8234 CONT CONT CONT key 9 UND Auto Exit BX 1234 S1 Act S2
152. review your greeting press 4 To examine your menu press 5 For automatic exit actions press 6 For other owner functions press 8 To end this call press 9 No greeting is recorded To rerecord press 1 To review the current greeting press 2 To delete the current greeting press 8 To exit with the current greeting press 9 How should greet your callers beep 23 Mitel NuPoint Messenger Technical Documentation Release 7 0 4 After the recording tone read the following greeting Hello this is your name m not available right now but your call is important to me 5 When you are done recording press To rerecord press 1 any key to stop recording You will To review the current greeting press 2 hear the Greeting menu again To delete the current greeting press 8 To exit with the current greeting press 9 6 Press 9 to exit with the current NuPoint Agent Main Menu greeting 7 Press 9 again to leave your call box Thank you good day Recording Your Call Box Menu You record your call box Menu through the NuPoint Agent Telephone Interface What you hear 1 Access your call box Main Menu See call box Main Menu previous procedure Accessing your call For override functions press 1 box from your Voice Mailbox To examine your schedule press 2 To review your greeting press 4 To examine your menu press 5 For automatic exit actions press
153. rved Date will appear when you enter a User Defined Holiday Beginning Date and Time The Beginning Date and Time tells the call box when to start processing the Holiday entry NuPoint Agent displays default Beginning dates and times for both Standard Holidays and User Defined Holidays You can edit these entries by typing over the displayed values You must enter the month 1 12 followed by a slash followed by the day 1 31 Similarly you must enter the hour 1 12 followed by a colon followed by the minute 1 59 Note Before making any Holiday Schedule entries confirm that the date and time on your system are correct If you need to change the system date and time please refer to your NuPoint Messenger documentation Ending Date and Time The Ending Date and Time tells the call box when to quit processing the holiday and return to normal call box programming Copyright 2002 Mitel Networks Corporation 59 Mitel NuPoint Messenger Technical Documentation Release 7 0 NuPoint Agent displays default Ending dates and times for both Standard Holidays and User Defined Holidays You can edit these entries by typing over the displayed values Make sure that the Ending date and time are after your Beginning date and time or your holiday entry can span a year Action NuPoint Agent checks the current date and time on every call If the current date and time fall within a Holiday beginning and ending range the call box will p
154. s About NuPoint Agent Figure 1 NuPoint Agent Main Menu 3 Press Tab or the Up and Down Arrow keys to move the cursor to Configuration field and press Enter to reach the NuPoint Agent Configuration Screen shown in Figure 2 copyright 2002 Mitel Networks Corporation 128 Mitel NuPoint Messenger Technical Documentation Release 7 0 NuPoint Agent Configuration Callbox 1234 Name Segment On Action Busy No Answer Invalid Over ride N CBX 1236 Schedule N Greeting N Menu IN INGINSENEG E Obs HUoeoOmdS E E ewe OeOO OH OO Multi key Y BLND XXXX MBX XXXX MBX XXXX CONT key 0 UND key 1 BLND 1114 CONT CONT CONT key 2 CBX 9200 key 3 CBX 9300 key 4 UND key 5 UND key 6 UND key 7 UND key 8 UND key 9 UND Auto Exit SUP 1234 MBX 1234 MBX 1234 DISE Sil Nec S2 Riesy FSS Nexe S4 Ujo S5 Derwia SG Save S7J Lise Sis SO lapxilic Figure 2 NuPoint Agent Configuration Screen Program Single Key Assignments 4 Enter the call box number you are configuring in the call box field 5 Press Tab or Enter to select the Action field for the key you want to program key 0 through key 9 6 Enter an action code in the Action field or press Shift 1 S1 to select an action from the Action Menu shown in Figure 3 Table 1 lists the action codes you can use 7 Then enter the number where you want callers to go when they press the key if appropriate Copyright 2002 Mitel
155. s the caller Tip You should use a repetition count of 1 on all top level automated attendant applications You should not force rotary callers to listen to multiple repetitions of recorded menus before being transferred to the operator A repetition count of 2 or greater means that the Menu will play again even after an invalid entry or no entry at all This gives the caller additional opportunities to enter a valid selection Tip Keep your menus short and simple Short phrases followed by key commands are easier to understand and recall Callers become frustrated when they have to wait a long time before finding a menu choice that Copyright 2002 Mitel Networks Corporation 72 Mitel NuPoint Messenger Technical Documentation Release 7 0 addresses their needs You can rarely justify more than five menu choices The most frequently used menu requests should be played first Menu Multikey Description Multikey is a Menu option that allows callers to enter multiple digits for example extension numbers or voice mailbox numbers When enabled you must specify if Multikey is to voice mailboxes or to extensions Multikey is generally used in combination with single key assignments described below Thus in the example below the first part of the recorded Menu f you know your party s 4 digit extension informs callers that they can dial an extension directly The second part of the recorded Menu For Custome
156. s a direct outside number Callers reach the same recordings when they press 3 from the ACME main automated attendant or when they dial Accounting directly You have reached the ACME accounting department For Accounts Payable press 1 For Accounts Receivable press 2 For all other inquiries press 0 or remain on the line All of the power flexibility and features available at the organization s NuPoint Agent application are also available to every department extension or mailbox within the organization This is because all NuPoint Agent applications are built from combinations of the same basic building block the ca box 2 The Call Box NuPoint Agent like the NuPoint Voice Application is composed of individually programmed and integrated boxes called ca boxes A call box is the NuPoint Agent equivalent to a NuPoint Messenger voice mailbox Each subscriber has a voice mailbox individually programmed to suit their message taking needs Similarly subscribers can also have call boxes programmed to govern the presentation and control of calls to and from their extensions Departments groups and even companies sharing a NuPoint Messenger system can also have their own call boxes Call boxes are numbered like voice mailboxes Normally a subscriber s call box number is the same as that subscriber s voice mailbox number and extension number Combinations of call boxes constitute a NuPoint Agent Application A simple N
157. s not answer Now that you have created and programmed a call box for your extension callers should reach your call box when there is no answer at your extension Ste Procedure What you hear 1 Ensure that your extension is forwarded Ring No Answer to the NuPoint Messenger 2 Place a call to your extension from your extension ringing another phone Let your extension forward to the NuPoint Messenger 3 Your call box should now answer your call box 1234 Greeting call Hello this is your name m not available right now but your call is important to me 4 Next you should hear the call box Menu call box 1234 Menu you recorded earlier To try my associate name press 1 To transfer to the operator press 0 f you want to leave me a message press 9 or stay on the line 5 Press 9 or stay on the line to leave a Mailbox 1234 Greeting message Testing Your Call Box on a Forward Busy If your extension is integrated with the NuPoint Messenger callers dialing your extension are forwarded to your voice mailbox when your extension is busy Now that you have created and programmed a call box for your extension callers should reach your call box when they are forwarded as Ring Busy to the NuPoint Messenger Ensure that your extension is off hook and is forwarded Ring Busy to the NuPoint Messenger What you hear 2 Place a call to your extension from another phone Let your extension forw
158. s to suit your company s operations However you should not make a practice of changing these dates more than a few days plus or minus from the default dates Automatic Updating NuPoint Agent will automatically update and resubmit any holiday entry for the next year NuPoint Agent recalculates each holiday observed date determines the day of week and adjusts the start and end dates to conform to the default NuPoint Agent convention of starting holiday processing on the prior business day and ending on the next day Any time of day you have entered will be carried forward from year to year Tip After each holiday ending date and time passes NuPoint Agent sets up that holiday for the next year If you have modified the time of day on either the beginning or ending day NuPoint Agent will carry this new time to the next year However NuPoint Agent will reset the beginning and ending dates despite any changes to default values To get predictable results from automated updating make certain that the 1 Beginning date is not more than a few days before your observed date 2 Ending date is not more than a few days after your observed date and 3 Your ending date is never before your observed date Examples In the following illustration of ACME s Holiday Schedule screen for call box 9000 four standard holidays and one User holiday are configured to route callers to the call boxes handling each holiday Widalot Ayant Callaox I
159. screened transfer SCRN in the Action field you can tell NuPoint Agent where to send a caller if the initial transfer attempt is to an invalid number by entering an action code from Table 2 in the Invalid field Table 2 Busy No Answer and Invalid Action Codes Action Code Description CBX Call box and call box number 0 for top level NuPoint Agent DISC Disconnect the caller MBX Route caller to a Mailbox 0 for top level voice mail CONT Continue in current call box to Greetin Save Your Override Programming When you are finished programming Multikey for the call box press Shift 6 S6 to save your schedule Press Shift 0 SO to exit the Configuration Screen CP 8052 Program Override From a Call Box to an Extension by Phone This procedure explains how to set the NuPoint Agent Override function in a call box to transfer calls to an extension by telephone Procedure Steps x 1 Enter the call box number you want to program Press after the call box number to designate owner access and enter the assigned password You should then hear the Main Menu 2 Press 1 to reach the Override Functions Menu Reference NuPoint Agent Main Menu copyright 2002 Mitel Networks Corporation 126 Mitel NuPoint Messenger Technical Documentation Release 7 0 ABC 3 Press 2 to review the current Override settings The current Override function is announced Reference NuPoint Agent Menu 1 DEF 4 Press 3
160. se 7 0 To delete this recording 8 To exit with the current recording 9 Please read me your menu recording tone To Set the Menu Repetition Count Main Menu TO examine your menu 5 For recorded menu review 1 For key assignments 2 For menu repetition counts 3 For Multikey input 4 To exit 9 The repetition count is currently repetition count To continue 1 To exit this menu 9 Please enter the new repetition count enter count Operation You must record a menu for callers to hear see Recording a Menu above set a repetition count for the recorded Menu select a caller s ability to dial extensions or voice mail boxes directly Multi key and define where single key entries will route a caller The recorded Menu plays to each caller immediately after the Greeting if recorded However unlike the Greeting you can program the Menu to repeat so the caller can have additional opportunities to enter a selection The Repetition Count determines the number of times the Menu repeats when the caller makes invalid entries or no entry at all NuPoint Agent sets the default repetition count to 1 on all new call boxes A repetition count of 1 means that the Menu plays once If the caller enters nothing or an invalid single key request that is a key that you have not defined the caller is immediately moved down to the next call box segment for processing In this case the AutoExit segment handle
161. sername and Passcode The default NuPoint Agent Username for your Administrator s call box is 9995 Your default passcode is zero 0 Enter your passcode by pressing Tab to move the highlighted cursor to the Passcode field Press 0 and press Enter Both the default NuPoint Agent Username and Passcode can be changed at any time NuPoint Agent Main Menu Once you have successfully logged into the NuPoint Agent Administrator the NuPoint Agent Main Menu Screen appears NuPoint Agent Main Menu Configuration Holiday Schedule Day of Week Schedule Statistics Report Call Handling Summary Callbox Environment Global Environment Line Group Callboxes About NuPoint Agent SO Quit You can move between Menu choices by pressing Tab or by pressing the Up and Down Arrow keys The first group of six menu choices deals with individual call box programming and reporting The second group of three menu choices enables you to configure global NuPoint Agent parameters All menu choices correspond to the names of the various NuPoint Agent screens which are more fully described below Take a moment to read the About NuPoint Agent screen It provides a handy summary of basic NuPoint Agent navigation keys and function key conventions With minor word changes the following is comparable to that screen NuPoint Agent About NuPoint Agent Welcome to NuPoint Agent for NuPoint Voice NuPoint Agent moves the blinking cursor in any scr
162. shown in Figure 1 Reference Menu Map 13 copyright 2002 Mitel Networks Corporation 121 Mitel NuPoint Messenger Technical Documentation Release 7 0 NuPoint Agent Main Menu Configuration Holiday Schedule Day of Week Schedule Statistics Report Call Handling Summary Callbox Environment Global Environment Line Group Callboxes About NuPoint Agent Figure 1 NuPoint Agent Main Menu 3 Press Tab or the Up and Down Arrow keys to move the cursor to Configuration field and press Enter to reach the NuPoint Agent Configuration Screen shown in Figure 2 NuPoint Agent Configuration Callbox 1234 Name Segment On Action Busy No Answer Invalid Over ride N CBX LA SHS Schedule N Greeting N Menu IN ANGIOSCNE HOUSE EO DOU Oe Uae OE OHO OO UO Multi key Y BLND XXXX MBX XXXX MBX XXXX CONT key 0 UND key 1 UND key 2 UND key 3 UND key 4 UND key 5 UND key 6 UND key 7 UND key 8 UND key 9 UND Auto Exit SUP 1234 MBX 1234 MBX 1234 DESE Sl acru S2 Prev S3 Next S4 Up S5 Down S6 Save S7 Prt S8 Del S0 Exit Figure 2 NuPoint Agent Configuration Screen Enable Multikey 4 Enter the call box number you are configuring in the call box field 5 Enter Y in the Multikey field 6 Enter an action code in the Multikey Action field or press Shift 1 S1 to select an action from the Action Menu Table 1 lists the action codes you can use Table 1 Multikey Acti
163. ss Tab or the Up and Down Arrow keys to move the cursor to the Global Environment field and press Enter to reach the NuPoint Agent Global Environment Screen shown in Figure 2 Copyright 2002 Mitel Networks Corporation 111 Mitel NuPoint Messenger Technical Documentation Release 7 0 NuPoint Agent Global Environment ADMIN Box 9995 ACTED ayers Rae yes see eC Re ONC UES a Oh Segment Alternate TESSI 8 0 0 TUNA Allow Owner Access Y so SAn E Loops 20 Override eae Ome N g eolica nena TEisxalegeyes 0 8 gSClaecmls EEE EEEE ESE Multikey bea eae Sat Eee hoy RO one tieg ot ens Peete Key 1 ee Dakgaits I Asa 5 6 7 amp Y Key 2 trea SrO vole ONTOS Key 3 saan 4444444 4 Key 4 I E Ree ATA A E Key 5 T E E E A DEN T emcee Key 6 cherendane Sap e gies 7 ee S XH Key 8 Peete ee S XG g sey I9 a Busy S Key 0 POPART RNA S AEON ERSE Reconnect Invalid S S6 Save S7 Prn SO Exit Figure 2 NuPoint Agent Global Environment Screen 4 If you wish to change the Administrator s call box number enter the Administrator s call box number in the ADMIN Box field and press Shift 6 S6 to save Otherwise continue without making changes Note The default Administrator s call box number 9995 is displayed when you first open the Global Environment Screen You can change this number to any number you wish General Environment Variables 5 Inthe Allow Owner Access field enter
164. ssing Down at the bottom of any column moves the cursor to the top of the next column Right Moves the cursor to the next right most field or moves the cursor to the next character within a multi character field Pressing Right at the right most column moves the cursor to the left most column of the next row Left Moves the cursor to the next left most field or to the previous character within a multi character field Pressing Left in the left most column moves the cursor to the right most column of the preceding row Ctrl X Erases an entry within an editable field You cannot erase Action and Action Data fields Change the fields using the Action Map or type over new data in an Action Data field Note In the Line Group call box screen to clear an entry you must enter 0 then Shift 0 Enter Accepts any entry within an editable field Pressing Enter also moves the cursor to the next appropriate field In a pop up window press Enter to accept a Y or an N Tab Same as Enter Hyphen Erases an entire row on the Holiday and Day of Week Schedule screens The hyphen is the key Copyright 2002 Mitel Networks Corporation 52 Mitel NuPoint Messenger Technical Documentation Release 7 0 next to 0 on your keyboard The following keyboard commands might not operate as expected with some consoles PgUp Moves you to the previous screen for the current call box For example pressing PgUp in the Day of Week Schedule scre
165. t always get around to checking my messages Can you set something up so that can enter the telephone number of the site I m at so that people can transfer to me there Then can just record something like To reach me while I m on the road press 5 P S I ll need to be able to change the telephone number from wherever am The NuPoint Agent Administrator gets dozens of requests like this each day While most people at ACME are content with transferring callers to their voice mailboxes some people have special call processing requirements Here is Penny s NuPoint Agent application as designed by the NuPoint Agent Administrator Hello This is Penny Graham I m not available right now but your call is important to me To speak with John my secretary press 1 To leave me a voice message press 2 or stay on the line If you would like to speak with an operator press 0 at any time Both internal and external callers will hear this recording However some of Penny s colleagues know that they can press 8 not mentioned in the recording for additional options Hello You have reached my personal call list To try and reach me at home after hours press 1 To transfer to my pager press 2 and enter your callback number To listen to a summary of the latest sales meeting enter your access code copyright 2002 Mitel Networks Corporation Mitel NuPoint Messenger Technical Documentation Release 7 0 If
166. teps Set the Menu Repetition Count Using the Telephone 1 Dial into the call box that contains the Menu you want to set a repetition count for and press followed by the passcode for the call box You hear the Main Menu Reference NuPoint Agent Main Menu 2 Reach the Menu Functions Menu by pressing Reference NuPoint Agent Menu 5 DEF 3 Press 3 to select Menu Repetition Count 4 Press to continue When you hear the prompt enter the number of repetitions you want to set for this Menu Set the Menu Repetition Count Using the Console 1 Reach the NuPoint Agent Main Menu Reference Menu Map 13 2 When the NuPoint Agent Main Menu Screen appears press Tab or the Up and Down Arrow keys to move the cursor to the Configuration field and press Enter to reach the NuPoint Agent Configuration Screen 3 Inthe call box field enter the number of the call box that contains the Menu you want to set a repetition count for and press Enter 4 Next press Tab or Enter to get to the Menu action field Note A Menu must already be recorded and the Menu On field must already be set to Y by recording a Menu before you can set a repetition count for this call box 5 Enter the number of repetitions you want to set for the Menu for this call box 6 Press Shift 6 S6 to save the repetition count 7 Press Enter to confirm that you want to overwrite the call box with the change copyright 2002 Mitel Networks Corporation 133
167. ter to reach the NuPoint Agent Configuration Screen 6 Inthe call box field enter a call box number up to 10 digits and press Enter Note A user call box number must be the same as the user s NuPoint Voice mailbox number NuPoint Agent Main Menu Configuration Holiday Schedule Day of Week Schedule Statistics Report Call Handling Summary Callbox Environment Global Environment Line Group Callboxes About NuPoint Agent S0 Quit Figure 2 NuPoint Agent Main Menu 7 When NuPoint Agent asks you if you want to create a new call box press Enter to create the call box NuPoint Agent automatically takes you to the Configuration Screen for the new call box as shown in Figure 3 Copyright 2002 Mitel Networks Corporation 115 Mitel NuPoint Messenger Technical Documentation Release 7 0 NuPoint Agent Configuration Callbox 1234 Name Segment On Action Busy No Answer Invalid Over ride N SUP 1234 MBX 1234 MBX 1234 DLC Schedule N Greeting N Menu N Repeat sa sla a lala Guia Bw GY eae al Pawel Mee lola ace ee BY es Multi key N SUP X XXXX CONT key 0 UND Callilbox 1234 2 key 1 UND does not exist key 2 UND key 3 UND Do you wish to create it Y key 4 UND key 5 UNDA ec ecueacue cc eueoneneuersuacenensycucusus atoms key 6 UND key 7 UND key 8 UND key 9 UND Auto Exit SUP 1234 MBX 1234 MBX 1234 DISGO S AcE Erev oo Next SA UpPISO DOWN S6 pave o Prt og Del SOT
168. tering DTMF digits within each call box segment Hangups During The number of callers hanging up within each call box segment Key Requests The number of times individual keys are pressed by any caller Active keys keys for which an action other than Undefined are presented in inverse video Percent The percent of total key entries for each key Copyright 2002 Mitel Networks Corporation 43 Mitel NuPoint Messenger Technical Documentation Release 7 0 Inaccurate Data The Statistics Report can display unexpected data for the following reasons e The statistics are not reset when call box programming has changed e The instructions recorded in the Menu differ from the call box programming Note Transfer attempts are based on transfer types blind screened and so on Transfer attempts should never total more than the calls connected This can indicate a port or transfer failure or a Menu recording that differs from the Menu programming Sample NuPoint Agent Statistics Report The sample call box below is configured as follows e The Greeting is set to play e The Menu is set to play up to two times e The caller can make an entry by pressing a single key 0 1 2 or 3 to reach the appropriate extension e The Auto Exit is set to transfer the call to another call box if the caller does not make an entry by the time the Menu plays twice NuPoint Agent Configuration Callbox
169. the configuration of a line group call box you must first unassign it In anon integrated PBX environment this call box plays to any caller reaching any line in the line group In an integrated PBX environment this call box plays to any caller reaching a line in the line group if the caller dialed the line directly or for some reason came to the line non integrated NuPoint Agent Line Group Callboxes Line Group PreGreet Line Group PreGreet Number and Name String Callbox Number and Name String Callbox 01 Group 1 NuPoint Agent 3000 18 02 Group 2 Vmemo 19 03 20 04 21 05 22 06 23 07 24 08 09 10 11 12 13 14 15 16 17 S6 Save S7 Prt SO Exit When you are working in the Line Group call boxes screen you must use a 0 zero followed by a Shift 0 to delete an entry from a line Line Group Number and Name Copyright 2002 Mitel Networks Corporation Mitel NuPoint Messenger Technical Documentation Release 7 0 NuPoint Agent automatically searches your NuPoint Messenger configurations for defined line groups The line group number and user entered name appears in this field PreGreet String After any call box answers a line but before it plays any prerecorded speech NuPoint Agent dials whatever is inserted in the PreGreet String field This field is normally programmed during NuPoint Messenger installation 3 NuPoint Agent Administrator s Telephone Program The NuPoint Agent Administrator c
170. the transfer sequence to be used by the SUP action The default is S XG See Table 1 for a list of valid dial string characters 14 In the Reconnect Busy field enter the transfer sequence to be used to reconnect the caller when the original transfer encounters a busy signal The default is S See Table 1 for a list of valid dial string characters 15 In the Reconnect RNA field enter the transfer sequence to be used to reconnect the caller when the original transfer encounters a ring no answer The default is S See Table 1 for a list of valid dial string characters 16 In the Reconnect Invalid field enter the transfer sequence to be used to reconnect the caller when the original transfer encounters an invalid tone The default is S See Table 1 for a list of valid dial string characters 17 In the Reconnect Reject field enter the transfer sequence to be used to reconnect the caller when the original transfer is rejected by the called party The default is See Table 1 for a list of valid dial string characters Table 1 Dial String Characters Characte r 0 9 YNUV0OZ TIO mote Explanation Keys on a standard pushbutton telephone The following digits should be pulsed 10 PPS Stop pulsing resume sending DTMF tones Pause for one second Fourth column DTMF keys Go off hook wait for dial tone or other steady tone pager go ahead or confirmation tone for example then do next item in string Greet Wait
171. to Greeting Invalid If you selected any transfer in the Action field you can tell NuPoint Agent where to send the caller if the initial transfer attempt was invalid Please refer to the Invalid Action section below for more details Select from the following possible Invalid Actions Action Code Description CBX Call box and valid call box number 0 for top level NuPoint Agent DISC Disconnect the caller MBX Mailbox and valid mailbox number 0 for top level voice mail X for the mailbox corresponding to the extension dialed CONT Continue in current call box to Greeting Menu Multikey Telephone I nterface Dial into the call box you wish to modify and press star and the passcode You will hear the Main Menu Main Menu T0 examine your menu 5 For recorded menu review 1 For key assignments 2 For menu repetition counts 3 For Multikey input 4 Copyright 2002 Mitel Networks Corporation 75 Mitel NuPoint Messenger Technical Documentation Release 7 0 To enable Multikey 1 To review extension transfer options 2 To disable Multikey 3 To exit 9 To define the transfer method 2 For ring busy options 3 For ring no answer 4 For invalid transfer options 5 To exit 9 If this is acceptable 1 To move caller to another call box 2 To transfer to an extension 3 To move caller to the attendant 4 To disconnect the caller 5 To move the caller to voice mail 6 To have cal
172. trator s call box and entering the number of the call box to modify followed by the key to access owner functions of the call box No Busy RNA or Invalid columns on Blind Transfers Problem The system is not going to the Busy RNA and Invalid columns in the Configuration screen on blind transfers a This is not a problem Those columns are not applicable to blind transferred calls If you wish to use those actions program a supervised transfer SUP No Busy Column on screened or supervised integrated calls Problem The system is not recognizing the Busy column in the Configuration screen on screened or supervised integrated calls a This is not a problem The Busy column is not applicable to screened or supervised calls on an integrated system Statistics and call handling summary not functioning Problem Statistics and the call handling summary are not showing any numbers for the calls that have gone through NuPoint Agent a Check to make sure that the QNX task val5dist is running in the background val5dist amp on all the hosts that NuPoint Agent is configured on Once this task is started it will take a few minutes to generate the statistics NuPoint Agent not available from NuPoint Voice Problem After choosing NuPoint Agent from the main menu nothing happens The main menu comes back a Check the terminal type it must be VT100 compatible b Make sure the system is set to full screen mode Dial B
173. u want callers to have repeated access to this call box Many loops however are unintentional and the Maximum Loops value protects your NuPoint Agent applications from running unattended forever If NuPoint Agent encounters a telephone session where the number of call box accesses exceeds the Maximum loops NuPoint Agent will disconnect the caller and report its error in the call box error file Statistics On NuPoint Agent keeps comprehensive statistics on individual call box use The statistics reports are more fully described below Call box statistics however take up space on your NuPoint Messenger system The default value for Statistics in N for no which tells NuPoint Agent not to keep statistics for call boxes You can turn on statistics in any specific call box by setting this value to Y in that call box s environment screen Note When you turn statistics on in a call box NuPoint Agent creates an account sector for the statistics file Voice mailboxes and call boxes also use an account sector Since the number is account sectors is finite NuPoint Messenger systems with large numbers of call boxes or mailboxes should be cautious when using statistics Attendant Extension Copyright 2002 Mitel Networks Corporation 34 Mitel NuPoint Messenger Technical Documentation Release 7 0 The default Attendant extension is 0 Change this value only if your main attendant s extension is other than 0 You can modify this
174. uPoint Agent application can contain as few as one or two call boxes An organization that wishes to provide copyright 2002 Mitel Networks Corporation Mitel NuPoint Messenger Technical Documentation Release 7 0 each owner with individualized call processing can have hundreds of call boxes There is no limit to the number of NuPoint Agent applications running on the same NuPoint Messenger system except for account sector restrictions Callers can reach your voice mailbox in a number of different ways Someone could dial your extension directly only to be forwarded to your voice mailbox on a Busy or Ring No Answer The NuPoint Messenger PBX integration software would move the caller into the voice mailbox associated with the dialed extension Alternately a caller could dial the pilot number of voice mail and manually enter your voice mailbox number NuPoint Agent works much the same way Both internal and external callers could be forwarded directly to your call box through the NuPoint Messenger integration Callers can also reach a call box by dialing it directly through another NuPoint Agent application Each call box is made up of the following six segments e Override e Holiday Schedule e Day of Week Schedule Greeting e Menu e Automatic Exit Calls are processed sequentially by each segment of a call box The programming of each segment determines if and how the call is treated Within each call box segment you program
175. ur of the NuPoint Agent Administrator s programs and provides tips for loading the NuPoint Agent software and troubleshooting problems with NuPoint Agent Overview There are two ways to access NuPoint Agent Administration The first is through a terminal using NuPoint Agent s terminal interface The second is through a pushbutton phone using NuPoint Agent s telephone interface Most call box programming can be accomplished using either interface However some tasks Copyright 2002 Mitel Networks Corporation 27 Mitel NuPoint Messenger Technical Documentation Release 7 0 such as recording prompts can only be done through the telephone interface and other more secure programming such as changing global parameters can only be done using the NuPoint Agent terminal program Installing NuPoint Agent To begin using NuPoint Agent a The application software and the NuPoint Agent prompts must be loaded onto the system b A line group for the NuPoint Agent application must be defined c Some NuPoint Voice parameters must be set so NuPoint Agent will run properly This installation should be completed according to the instructions in CP 6458 Set Up NuPoint Agent on the NuPoint Messenger System in part 4 of this manual Loading the NuPoint Agent Optional Feature Software 1 Install the optional feature per the instructions in the nsta lation and Service Manual chapter 3 2 NuPoint Agent Administrator s Termi
176. utomated attendant applications e Dynamically allocate call processing applications by line or line group e Automatically change your application by time of day day of week and day of year e Create audiotext and information delivery applications e Customize call processing to individual extensions or departments e Transfer callers to outside telephone numbers fax machines and pagers NuPoint Agent lets you control the time destination and method of each call processing event It allows you to arrange the presentation of what callers hear and where callers go in a manner that satisfies your particular needs You can program and change a NuPoint Agent application over the telephone using simple menu driven push button commands Consequently you can create or change your NuPoint Agent application from any push button telephone at any time The NuPoint Agent Administrator s Terminal program also supplies standard terminal based programming and Copyright 2002 Mitel Networks Corporation Mitel NuPoint Messenger Technical Documentation Release 7 0 reporting features NuPoint Agent Application Examples Penny is a sales manager at ACME Widgets She travels frequently and is rarely at her desk When she happens to be in the office she is normally on the phone Her phone is forwarded to her voice mailbox if she does not answer or is on another call Penny submitted the following wish list to the NuPoint Agent Administrator Penn
177. valid Action for further processing The results from supervised transfers are among the most difficult to predict and control and are highly PBX and integration specific If supervised transfers are not behaving consistently or predictably you may need to ensure that 1 Your PBX returns a valid busy tone on transfer attempts to busy extensions 2 Extensions are not forwarded busy to other extensions or to voice mail 3 The forward no answer time in your PBX is greater than the TUNA set in your call box If the initial Action in any call box segment supervised transfers calls to an extension you must define the subsequent Busy No Answer and Invalid incomplete transfer Actions NuPoint Agent uses the incomplete transfer Actions defined in these fields to 1 Process incomplete transfers initiated by the call box segment for example if the Day of Week Schedule in call box 1234 supervised transfers a call to extension 1234 and detects that 1234 is busy it reconnects the caller and continues with the Busy Action 2 Process incomplete transfers ca forwarded to your call box for example if a caller dials extension 1234 directly and is call forwarded ring busy to call box 1234 NuPoint Agent processes the call according to the programmed Busy Action without attempting to transfer the call first Examples There are several ways to reach Penny s extension 1234 How the caller is treated depends upon how Penny s call box 1234 is
178. value for any particular call box in that call box s environment screen Recording Quality The default Recording Quality is 32 equivalent to 32 kbs digitization rate You may select 32 highest quality 24 moderate quality or 18 lowest quality The Recording Quality indicator determines the digitization rate hence the recording quality of call box recordings e g the recorded greeting and menu You can modify this value for any particular call box in that call box s environment screen In general you should select the highest recording quality 32 for call box greetings and menus These are recordings the calling public will hear over and over again Since these recordings are normally short they will not take up excessive disk storage as opposed to voice messages Note The recording quality you select will affect future recordings of call box greetings and menus If you change the recording quality after you have already recorded greetings or menus you must re record for the newly selected recording quality to take effect Max Tel Number The Max Tel Number field limits the total number of digits a call box owner can program into his or her call box through the NuPoint Agent telephone program You may select any number from 1 a maximum of 1 digit numbers to 10 a maximum of 10 digit numbers The default value is 7 meaning that a call box owner can only program 7 digit numbers to which to transfer You may also modif
179. ves the caller to another call box or a mailbox for Holiday processing or it disconnects the call NuPoint Agent automatically calculates the date of the next occurrence of the eleven most commonly observed business holidays You can also create up to five User defined holidays to suit your particular business needs After each holiday passes NuPoint Agent automatically updates your Holiday Schedule so that your holiday processing occurs on the correct dates and times the following year Day of Week Schedule The Day of Week Schedule is the third segment that affects a caller s progress through a call box The Day of Week Schedule checks the time of day and day of week of each call It then redirects the call according to the programmed call box Action for that time and day For example a call box owner can have all calls ring his extension during normal working hours Monday through Friday After hours and on weekends all calls can be routed to the owner s voice mailbox Greeting If a caller has not been redirected by Override Holiday or a Schedule he or she will next hear the Greeting Each call box owner records his or her own Greeting The Greeting can contain information about what callers can expect to hear later in the call box copyright 2002 Mitel Networks Corporation Mitel NuPoint Messenger Technical Documentation Release 7 0 Callers hear the Greeting once and are able to interrupt the Greeting by pressing a key
180. y Press again to exit the call box CP 6056 Program Automatic Exit for a Call Box This procedure describes how to program Automatic Exit for a NuPoint Agent call box This feature automatically routes callers who take no action in a call box or who make too many mistakes in a call box Procedure Steps 1 2 Before you start to program Auto Exit fill out the Auot Exit portion of the NuPoint Agent Worksheet for the call box you want to configure Reach the NuPoint Agent Main Menu shown in Figure 1 Reference Menu Map 13 copyright 2002 Mitel Networks Corporation 119 Mitel NuPoint Messenger Technical Documentation Release 7 0 NuPoint Agent Main Menu Configuration Holiday Schedule Day of Week Schedule Statistics Report Call Handling Summary Callbox Environment Global Environment Line Group Callboxes About NuPoint Agent S0 Quit Figure 1 NuPoint Agent Main Menu 3 Press Tab or the Up and Down Arrow keys to move the cursor to Configuration field and press Enter to reach the NuPoint Agent Configuration Screen shown in Figure 2 NuPoint Agent Configuration Callbox 1234 Name Segment On Action Busy No Answer Invalid Over ride N CBX 1236 Schedule N Greeting N Menu IN INSIOSENE T EA ATAN O A EOI OHO AA AA A OBO 8 Multi key Y BLND XXXX MBX XXXX MBX XXXX CONT key 0 UND key 1 UND key 2 UND key 3 UND key 4 UND key 5 UND key 6 UND ke
181. y 7 UND key 8 UND key 9 UND Auto Exit SUP 1234 MBX 1234 MBX 1234 DSG Silver 2 Prev oo Next PA TUPO DOWANS O Sa VSS Rre Stil 0 apealie Figure 2 NuPoint Agent Configuration Screen Enable Auto Exit 4 Enter the call box number you are configuring in the call box field 5 Enter an action code in the Auto Exit Action field or press Shift 1 S1 to select an action from the Action Menu Table 1 lists the action codes you can use Table 1 Auto Exit Action Codes Action Code_ Description CBX Call box and valid call box number 0 for top level NuPoint Agent SUP Supervised transfer to a valid number BLND Blind transfer to a valid number ALT Alternate transfer sequence to a valid number SCRN Screened transfer Copyright 2002 Mitel Networks Corporation 120 Mitel NuPoint Messenger Technical Documentation Release 7 0 ATND Transfer to the Attendant or Operator DISC Disconnect the caller MBX Voice mail followed by a valid mailbox number UND Undefined performs no action DBN Dial By Name Program Busy No Answer and I nvalid Number Actions If you selected supervised SUP blind BLND alternate ALT or screened SCRN transfer in the Action field you can tell NuPoint Agent where to send a caller if the initial transfer attempt is busy by entering an action code from Table 2 in the Busy field If you selected supervised SUP or aternate ALT in the Action field you can tell NuPoint Agent where
182. y Graham s Wish List 1 If lam temporarily out of the office or am traveling tell callers to press a key to transfer to John my secretary If he doesn t answer his phone he may be out too so put the caller into my voice mailbox If he is at his desk but his phone is busy put the caller into his voice mailbox He will get the message faster than will By the way talked to Sally and she wants to do the same thing John is also her secretary 2 Sometimes need to be reached at home but don t want to give out my home number If someone calls my extension and don t answer let them press a key that will transfer them to my home number only want people to try me at home until 11 00 P M Mondays through Thursdays Don t let anyone call me on Friday nights Saturday and Sunday during the day are OK 3 Whenever am paged because someone has left me a message first have to make a call to my voice mailbox to find out who called then have to place another call once have their return phone number Just let people page me directly and enter their call back numbers so don t have to keep calling into my mailbox Of course you should never tell a caller my pager number 4 A lot of people call me just to find out what happened at the last sales meeting Can t record the highlights and have my salespeople enter a code to hear it 5 Sometimes even when I m on the road people need to talk to me live don
183. y Name not working Multi key set to call box Problem Dial By Name does not work with Multi key action set to call box CBX There are two workarounds for this a Set the Multi key action for any action except call box CBX e g BLND SUP etc b If Multi Key must be set to CBX route callers that wish to access Dial By Name to a second call box in which Multi key is set to Blind Transfer BLND and Auto exit is set to Dial By Name DBN NuPoint Agent not working with AMIS Analog networking Problem NuPoint Agent is not compatible with the AMIS Analog Networking optional feature There are no plans for NuPoint Agent compatibility with AMIS Analog Networking in the future Cannot Modify a Linegroup call box Problem You can not modify a line call box which has been assigned as a line group call box To Copyright 2002 Mitel Networks Corporation 48 Mitel NuPoint Messenger Technical Documentation Release 7 0 work around this a Unassign the line group call box you want to modify Modify it then reassign it as the line group call box NuPoint Agent Incompatible with Enhanced Inband Integration Problem NuPoint Agent is currently incompatible with the Enhanced Inband Integration software Blind transfers to an outside caller might not go through Problem Whether or not blind transfers go through to an outside caller depends on the PBX type Part 3 Programmer s Guide 1 NuPoint Agent Programming Th
184. y Time A P Action Busy No Answer Invalid MON 08 00 A CONT MON 05 00 P CBX 9001 TUE 08 00 A CONT WO Ose OO 2 CBX 9001 WED 08 00 A CONT WED 05 00 P CBX 9001 THU 08 00 A CONT Wal OseOO 2 CBX 9001 FRE 08 00 Al CONT FRE 04 30 BP CBX 9001 S1 Act S2 Prev S3 Next S4 Up S5 Down S6 Save S7 Prn S8 Delete SO Exit Figure 2 NuPoint Agent Day of Week Schedule Screen Schedule Day of the Week 4 Inthe Day field enter the first several letters of the day of the week you want to schedule For example enter TU for Tuesday NuPoint Agent displays default values for the other fields once you enter a valid day Note If you want to delete an entry from the Day of Week Schedule Screen place the cursor at the beginning of the line you want to delete and press the hyphen key or Ctrl X to erase the field 5 Inthe Time field enter the time you want to begin in the format of HH MM where HH is the two digit hour of the day followed by a colon and MM is the two digit minute Note Make sure your system clock is set correctly before you set your day of week schedule 6 Inthe A P field enter either AM or PM 7 Enter an action code in the Action field or press Shift 1 S1 to select an action from the Action Menu Table 1 lists the action codes you can use Table 1 Day of Week ActionCodes sd Action Code Description CBX Call box and call box number 0 for top level NuPoint Agent SUP Supervised transfer
185. y individual call boxes through the call box Environment Screen Note The number you enter may enable the call box owner to program various segments of a call box to transfer calls to long distance numbers If you permit a 10 digit number in this field the call box owner may program any segment or key to transfer to an area code 3 digits and a seven digit telephone number Use extreme caution when allowing call box owners the privilege of transferring to 10 digit numbers Modify individual call boxes on a selective basis as needed CDR On This field tells NuPoint Agent to log CDR records to the extra cost CDR program You may turn CDR on and off in individual call boxes by modifying each call box Environment Screen The default value is N Suppress MBX Greeting When a caller presses a key to transfer to a voice mailbox you may not want the caller to hear that mailbox s recorded greeting The caller has already listened to the call box Greeting and or Menu and the mailbox greeting may be redundant Selecting N suppresses the mailbox greeting from being played Suppress Mailbox Greeting will only affect mailboxes that are assigned as initial actions for keys 0 through 9 You can also modify individual call box Environment Screens to suppress mailbox greetings The default Global value is Y to suppress mailbox greetings Copyright 2002 Mitel Networks Corporation 35 Mitel NuPoint Messenger Technical Documentation Release 7 0
186. y particular call box by programming the individual call box s environment If you make any change in the call box environment dialing plan you must make sure that you have programmed every first digit Individual call box environments always supersede the NuPoint Agent Global Environment The dialing plan determines what a caller can dial when presented the option of dialing an extension It also governs what an individual call box owner can program within his or her own call box using the telephone interface In the example above a call box owner with the global dialing plan would be able to assign extension 3456 to a key in their call box but would not be able to assign extension 4567 4 is not a valid first digit You should follow the general principle of keeping the Global Environment as restrictive as practically possible modifying individual call boxes environments to grant expanded privileges Copyright 2002 Mitel Networks Corporation 36 Mitel NuPoint Messenger Technical Documentation Release 7 0 Transfer Sequences Transfer SequencesS 2 eee eee Attendant S X Blind S XH Supervised S XG Reconnect Busy S Reconnect RNA S Reconnect Invalid S Reconnect Reject 4 NuPoint Agent recognizes all transfer string characters recognized by the NuPoint Messenger applications They are reproduced here for your convenience Please see the NuPoint Messenger Reference and Configuration Manu
187. you can tell NuPoint Agent where to send the caller if the extension dialed does not answer NuPoint Agent waits the number of seconds prescribed in the Time Until No Answer TUNA field of the Environment screen before reconnecting the caller Make certain that your PBX does not forward the call before NuPoint Agent has an opportunity to reconnect the caller The Schedule entry will then perform whatever is programmed in the No Answer Action field Select from the following possible No Answer Actions Action Code Description CBX Call box and valid call box number 0 for top level NuPoint Agent DISC Disconnect the caller MBX Mailbox and valid mailbox number 0 for top level voice mail CONT Continue in current call box to Greeting Invalid If you selected a transfer in the Action field you can tell NuPoint Agent where to send the caller if the initial transfer attempt was to an invalid extension Select from the following possible Invalid Actions Action Code Description CBX Call box and valid call box number 0 for top level NuPoint Agent DISC Disconnect the caller MBX Mailbox and valid mailbox number 0 for top level voice mail CONT Continue in current call box to Greeting Day of Week Schedule Telephone I nterface Dial into the call box you wish to modify and press star and the passcode You will hear the Main Menu Main Menu To examine your Schedule 2 To add an entry to your Schedule 1
188. you selected any transfer in the Action field you can tell NuPoint Agent where to send a caller if the initial transfer attempt is to an invalid extension by entering an action code from Table 2 in the Invalid field Table 2 Busy No Answer and Invalid Action Codes Action Code Description CBX Call box and call box number 0 for top level NuPoint Agent DISC Disconnect the caller MBX Route caller to a Mailbox 0 for top level voice mail CONT Continue in current call box to Greeting To schedule a change later in the day repeat steps 4 through 11 entering a different time and action code Continue to program the days and times for the rest of the week Save Your Schedule When you are finished configuring your Day of Week Schedule press Shift 6 S6 to save your schedule Press Shift 0 SO to exit the Day of Week Schedule Screen CP 6043 Configure a Holiday Schedule for a Call Box This procedure describes how to configure a Holiday Schedule for a NuPoint Agent call box including standard holidays and user defined holidays When a caller calls during a scheduled holiday NuPoint Agent directs the call to a call box with the greeting for that holiday Procedure Steps 1 Before you start to configure your Holiday Schedule fill out a NuPoint Agent Holiday Worksheet Include all holidays you want to configure for the call box 2 Reach the NuPoint Agent Main Menu shown in Figure 1 Copyright 2002 Mitel

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NuPoint Agent™ Reference and Configuration Manual