VoiceWorks 16 Administrator Manual
Contents
1. message to all members of the group Recording a master message in the group mailbox instantly copies it into each group member s mailbox A member can only delete or save his copy of a group broadcast message If saved it will remain in the member s mailbox as a new message and the next message will begin to play Users cannot reply to or move group and broadcast messages The master message remains in the group broadcast mailbox until all members have deleted their copies from their mail boxes Therefore it is important that all members delete their group broadcast messages promptly If the owner deletes the master message from the group broadcast mailbox all remaining copies will automatically be deleted from the member s mailboxes A group mailbox is assigned to its owner by the Administrator The owner then enters a list of member s mailbox numbers The owner may give the group mailbox number and password to others to allow them to also record master messages for members of that group Note If the owner programs 0 as the group mailbox s password anyone can leave group messages or program the mailbox Up to 16 group mailboxes 901 916 can be assigned Each may have up to 1 000 members but we recommend keeping the maximum for each at 100 Anyone who knows the password can use a group mailbox to leave messages for all users who are listed as members of that group and who have recorded at least one personal2. built in voice instructional prompts walk the program mer through all system programming on a prompted step by step basis Recording of system announcements prompts or directory names are done through the phone The VoiceWorks automated attendant s audio text branches can be programmed with up to 100 announce ments and can be of any length Announcements and name changes or other day to day operations are accomplished via dial up using an Administrator s password Other more per manent programming can be accessed only by a higher level programmer s password Auto attendant features VoiceWorks contains an automated attendant that provides traditional automatic answering of incoming calls presentation of choices to the caller and connection to destination based on those choices The system s call routing follows a branch concept whereby the caller is routed through a series of branches to the destination he she wishes to reach He she moves from branch to branch by selecting a number or name presented in an announcement Call routing can contain up to 6 levels of branches with each branch at each level capable of advancing to up to 8 more branches total branches not to exceed 100 Based on the phonepad responses a caller is routed along a path from branch to branch to a preset extension or department an alphabetic or all names directory or another menu branch for further choices Voice mail features VoiceWorks in conjunctio
3. 138 and 142 you d enter 134 138 142 Application example The customer needs the warehouse to be able to notify sales reps of parts outages as soon as possible Mailbox 901 is programmed with all the sales reps mailboxes listed so the ware house needs leave only one message to notify all reps Function 55 Off premises notification parameters Function 551 Delivery options Overview On a mailbox by mailbox basis for user or guest mailboxes you may program VoiceWorks to call an off premises number or another extension to deliver messages and or dial to an exter nal commercial paging network to activate a user s pager VoiceWorks will call and or page when the first new message has been left in a mailbox and will repeat the action at the interval of minutes programmed in this function until all new mes sages have been deleted saved or moved or it reaches the maximum number of attempts The user can program the numbers and can also select to have only urgent messages delivered The Administrator can set mailbox by mailbox The number to be called A delay period This feature allows the user to pick up a message if he she is in the office Number of dialing attempts The interval between dialing attempts in 10 minute increments e A quiet period to suspend phone not pager delivery e g for late night This is an on and off time on the quarter hour that applies to all days of the week Function 5 Voice
4. exam ple 100 to 300 Multiple ranges can be installed as long as the ranges do not overlap By default a user s mailbox number is the same as the user s extension number Listing an extension in the Auto Attendant Block List will have calls transferred directly to their mailbox when the extension is dialed from the automated attendant Guest mailboxes An employee who doesn t have a system telephone eg warehouse worker outside sales rep etc may still have a guest mailbox Assign the person a mailbox number that s not a us able extension on the phone system Recording a personal greeting will turn on the mailbox Informational mailboxes Informational mailboxes can be used to give callers information on a variety of different sub jects by publishing these mailbox numbers for them to access The mailbox acts like a user mailbox except that at the end of the personal greeting the caller will be rerouted instead of being prompted to leave a message Group mailboxes Group mailboxes allow the owner to broadcast a master message to all members of the group When a master message is recorded in the group mailbox it is instantly copied into each member s mailbox A member can delete or save only his her copy of a group message If saved it will remain in the member s mailbox as a new message The master message remains in the group mailbox until all members have deleted their copies from their mailboxes Therefore
5. greeting The Installer Administrator or group mailbox owner s may set or change the list of group mailbox members A group broadcast mailbox is turned on Le able to record and playback messages only after at least its owner has recorded at least one of the three mailbox greetings for example This is the group mailbox for the East Coast Regional Sales Team Deleting all the group mailbox s greetings will turn off the mailbox however any messages outstanding will remain in its members mailboxes until erased by each member Setting range Broadcast mailbox 900 Group mailboxes 901 916 Default Broadcast mailbox members All user mailboxes with at least one personal greeting recorded Group mailboxes No default VoiceWorks Function 5 Voice mail programming Programming steps 1 VoiceWorks requests the mailbox number to program Enter the mailbox number 2 Press 3 VoiceWorks repeats the mailbox number you entered in step 1 4 Press to confirm 5 Select an action to perform add extensions to the group mailbox member list delete exten sions or hear the current list or press to return to the previous menu and skip steps 6 9 6 Press 7 Enter the new extension to be added to or deleted from the group mailbox member list To add or delete multiple extensions enter each extension separated by Enter to end the list For example to enter mailboxes 134
6. it is important that all members delete their group messages promptly If the owner deletes the master message from the group mailbox this automatically deletes all remaining copies from mem bers mailboxes The Administrator assigns a group mailbox to its owner The owner then enters a list of mem ber s mailbox numbers The owner may give the group mailbox number and password to others to allow them to also record master messages for members of that group F 1 Function 5 Voice mail programming VoiceWorks Broadcast mailbox The broadcast mailbox consists of every individual mailbox installed and turned on in the sys tem It functions the same as a group mailbox except that its list of members is fixed and cannot be edited Note A password of 0 will allow anyone to leave a broadcast or group message Cascade paging mailboxes Cascade paging mailboxes are helpful to vital departments such as customer service that must be available at all hours A cascade paging mailbox can have up to three external pager numbers programmed to be paged in a cascading fashion whenever VoiceWorks takes a new message for the mailbox it calls the first pager for a programmed number of attempts If no one retrieves the message VoiceWorks calls the second pager for its programmed number of attempts Again if no one retrieves the message VoiceWorks calls the third pager Finally if no one retrieves the mes sage the system g
7. mail programming VoiceWorks Setting range Number Delay Attempts Interval Beie Quiet min min off up to 0 500 0 255 10 1 440 None None 17 digits 10 min Pager up to 0 500 10 1 440 17 digits 10 min Default Number Delay Attempts Interval seni Quiet min min off IT e Programming steps The Administrator may program the delivery options as shown below In addition the user can change his her phone or pager number Important The following steps only enter information and do not turn on the notification features that use this information The individual mailbox owner must enable the features within his her delivery options settings 1 Enter the mailbox number to program 2 Press 3 Select whether to program for phone notification or pager notification 4 Press 5 Enter the number to be dialed do not include the CO line group i e 9 8 or 7 6 Press 7 Enter the delay in minutes that the system is to wait before dialing the phone pager number 8 Press 9 Enter the attempts the number of times that the system will call page Note The number of paging attempts is not programmable Pagers are notified endlessly at the programmed interval as long as a new or new urgent message remains 10 Press 41 Enter the interval in number of minutes in 10 minute increments that VoiceWorks should observe between attempts 12 Press 13 Usi
8. night key at the receptionist console is toggled on Lucent Partner systems e 0 Follow hourly tables VoiceWorks will automatically play the appropriate greeting as programmed by the Installer Default 1 Forced day mode Programming steps 1 VoiceWorks will announce the current mode used To confirm the setting without changing it skip to step 5 Enter a new mode value 1 2 3 4 or 0 from the above list Press VoiceWorks announces the new mode setting Press to confirm D A ON E 1 Function 4 Auto attendant programming VoiceWorks This page included for pagination purposes only E 2 VoiceWorks Function 5 Voice mail programming Function 5 Voice mail programming Overview Mailbox types VoiceWorks is equipped to allow up to 1000 mailboxes Any combination of user guest mail boxes and informational mailboxes may be programmed In addition built into the system are 16 group mailboxes 10 cascade paging mailboxes 10 question and answer Q amp A mailboxes and 1 broadcast mailbox The broadcast mailbox number is preset as 900 Group mailbox numbers are automatically set as the range 901 916 cascade paging mailbox numbers are 920 929 and Q amp A mailbox numbers are 930 939 A user s mailbox number will normally be the same as his her telephone extension User mailboxes The Installer assigns mailbox numbers in a range that matches extension numbers for
9. system The output from the serial port is 8 data bits 1 stop bit and no parity The baud rate is programmed by the Installer in Function 18 The pinout is Data Transmit Pin 2 Receive Pin 3 and Ground Pin 5 Exporting to a PC interface Connect an RS 232 serial cable between the RS 232C serial port of a PC and the RS 232C serial port of VoiceWorks Use a terminal emulation communications program to export the data to the PC For best formatting when printing from the PC to a laser printer use a fixed not proportional typeface such as Courier New 9 points or smaller From the Administrator programming menu select the desired report as listed below The re ports can be printed with either 1 the data saved for inclusion in future reports or 2 the data and totals cleared Function 72 Auto Attendant Report This provides statistics to aid in analysis of auto attendant usage Function 73 Extension Department Report This provides statistics to aid in tracking extension and department activity Function 74 Voice Mail Statistics Report This provides statistics indicating message activity in each mailbox since the data was last cleared H 1 VoiceWorks Function 7 Reports This page included for pagination purposes only H 2 VoiceWorks Function 8 Exit programming mode Function 8 Exit Programming Mode Function 81 Exit programming and return to main greeting Accessing this f
10. the caller will be routed to the ap propriate mailbox Guest Simply a user mailbox that doesn t attempt a transfer when dialed from the auto at tendant Guest mailboxes are for personnel such as off site salespeople or warehouse workers who need mailboxes but don t have physical telephones on the phone system It has all the capabilities of a user mailbox message notification password protection multiple personal greetings etc VoiceWorks Function 5 Voice mail programming Informational Used for audiotext applications An informational mailbox plays a message what s considered the personal greeting on regular User Guest mailboxes and follow a pro grammed reroute Some applications include homework hotlines movie information and real estate home data After the greeting plays an informational mailbox unlike a user or guest mailbox has a programmed reroute to a branch ID extension or another mailbox You can set both day and night mode reroutes for an informational mailbox Setting range The mailbox range is limited to 1 000 mailboxes Mailboxes may be 2 3 or 4 digits Note You may build as many ranges as is necessary in each mailbox type Default Broadcast group cascade and Q amp A mailboxes Programming steps 1 To install or delete a range select a mailbox type to program user guest or informational Or to finish skip to step 8 Note You cannot delete a mailbox if it holds at le
11. the next page may be re recorded G 1 Function 6 Recording VoiceWorks Re recordable prompts Prompt Type Played to When if played Comments Typical 530 Busy Caller If the station called is Not required if blind transfer That extension is busy busy or DND mode is used After playing the prompt VoiceWorks routes the call to the mailbox or other destination if so programmed 531 No answer Caller If the station called Not required if blind transfer That extension does not answer does not answer mode is used After playing the prompt VoiceWorks routes the call to the mailbox or other destination if so programmed 532 Hold Caller Just before a transfer One moment please 533 Receiving Called Before he she is Not required if blind transfer You are receiving a call party connected to mode is used The prompt is the caller voice activated and will play only after the called party speaks Deleting this prompt or record ing silence will cause a delay in completing the transfer 534 Qiz Caller When he she has Instructs caller to use the 1 key For the letters Q or Z use the key selected an for the letters Qor Zsince they number 1 alphabetic directory don t appear on the phone keypad Played at the end of the first directory prompt and only if the directory actually hasa name using a Q or Z 535 No names Caller If in a directory Af
12. VoiceWorks Administrator manual E About ESI ESI Estech Systems Inc is a privately held corporation based in Plano Texas in the internationally known Telecom Corridor Founded in 1987 ESI designs and builds innovative telecommunications products for businesses like yours Because of their powerful combination of value and features ESI products are consistently recognized by industry publications and leaders In fact ESI also creates tele communications products for major companies to market under their well known brand names Copyright 1998 ESI Estech Systems Inc Visit ESI on the Web at http www esi estech com Comdial Digitech DXP Impact Execumail Executech are registered trademarks of Comdial Corporation Lucent and Partner are registered trademarks of Lucent Technologies Table of contents Ge me ral desci pi EE Auto attendant features DE SC As Voice mail E RTE What a system administrator does Dulles geiert geseet ee Responsibilities ae n See ics vi ei a Re re ording prompts ENEE Distib tingthe users guide E Assigning user mailboxes Assign special mailboxes Introduction Programming VOICE WOrKS s ssssseseseseeseseeeeeeeneneteseseeeeataeaeatatecenseeneaseeaeaeanaeatanaeees C 1 Keypad Methodology to NENNEN Entering programming ite ae hii ates ah ne Administrator s programming MENU tre eesesscesessesesssesesesesteesesseseatenseseseatensesseaeasensesaeasaren
13. amming 43 Day Night Tables 431 Day Night Mode Voice Mail Programming 53 54 56 57 Mailbox Programming 531 User Mailboxes 532 Guest Mailboxes 533 Informational Mailboxes 5331 Range 5332 Reroute Group Mailboxes Off Premise Notification Parameters 551 Delivery Options Cascade Mailboxes 561 Mailbox Programming 562 Paging Interval Q amp A Mailboxes F6 Recordings 61 Prompt Branch Recordings 62 Directory Name Recordings 63 Message On Hold MOH 631 MOH Source 633 MOH Volume F7 Reports 72 Auto Attendant Report 721 Report w o Clearing Totals 722 Report and Clear Totals 73 Extension Department Report 731 Report w o Clearing Totals 732 Report and Clear Totals 74 Voice Mail Statistics Report 741 Report w o Clearing Totals 742 Report and Clear Totals F8 Exit Programming 81 Exit and Return to Main Greeting 82 Exit and Hang Up VoiceWorks Function 1 System parameters Function 1 System parameters Function 12 Administrator password Overview These functions will play the existing password and prompt the programmer for entry of a new Administrator password The Administrator can program only those functions listed in this manual other functions require the Installer Setting range The password can be 2 to 8 digits long Default Administrator Password Function 122 456 Programming steps 1 Select the Administrator s password 2 Enter a new password followed by the key Or pr
14. ast one personal greeting or at least one message 2 Select an action to perform install or delete a range of mailboxes Or to finish skip to step 8 Enter the lowest number in the mailbox range Press Enter the highest number in the mailbox range Press You may hear a few seconds of silence as VoiceWorks installs or deletes mailboxes Press to return to the previous menu All three types of mailboxes can be dialed directly from the Main Greeting listed in directories or transferred to by auto attendant branches D N OD D bh Go Unless a caller is routed to a mailbox by an auto attendant goto mailbox branch the mailbox number regardless of mailbox type must be in the programmed extension range set by the Installer in order for callers to be routed successfully Once built each mailbox needs only a personal greeting to be active A mailbox can be built by the programmer but not used until needed by simply not yet recording a greeting until that time Function 5 Voice mail programming VoiceWorks Function 54 Group mailboxes and the broadcast mailbox Overview Broadcast mailbox Mailbox 900 is a special group mailbox see below which can be used to leave messages for all system mailbox users who each have recorded at least one personal greeting The broad cast mailbox cannot have its user list edited Group mailboxes A group mailbox allows its owner to broadcast a master
15. cade paging mailboxes can be assigned when messages received require that several external pagers be notified Informational mailboxes can be created to provide information to outside callers A mailbox user can also control many mailbox functions once his password has been entered record delete or hear his personal greeting hear or enter a new password hear add or de lete members from a group mailbox add or delete his pager or telephone number The system can have up to 1000 individual mailboxes plus up to 16 group mailboxes Each mailbox can have a maximum of 128 messages VoiceWorks What a system administrator does What a system administrator does Duties The System Administrator s duties may include e Maintaining the employee directory if used e Assigning deleting mailboxes e Re recording prompts e Administering manual change of day night mode if required e Training new employees on the system s operation Once the installer has completed putting VoiceWorks in place the Administrator s password is used to gain access to VoiceWorks and make the desired changes VoiceWorks can be programmed by dialing in either locally from a system extension or remotely such as from your home or other location When VoiceWorks answers enter the administrator s password during the first few seconds of the main greeting VoiceWorks will respond with a menu of all programmable options sim ply follow the ins
16. e on hold programming un Function 631 MOH Elite EE Function 633 MOH Ke EE Function ZC Reports ac ea a ee H 1 Function 72 Auto Attendant Report EEN H 1 Function 73 Extension Department Report ssscccecscseseccsesesseseeesesecseseecsecsesesneeessseseanecesenesseeeceeseeeeesnesnensseneesnenseseess H 1 Function 74 Voice Mail Statistics Depot H 1 Function 8 Exit Programming Mode cssccsscseesseeseeeseeeseeeneeeseeeseeeseeeneneseeeneeeseneseneseneseneneneneneaenenes Li Function 81 Exit programming and return to main Oreetirg ee Li Function 82 Exit programming and dieconpert ue Li This page included for pagination purposes only VoiceWorks General description General description VoiceWorks is a standalone voice mail and auto attendant system that can be configured for 2 to 16 ports with over 70 hours of voice storage and 1 000 mailboxes It is housed in a small ABS plastic case that is wall mounted in the telephone equipment room The system consists of a cabinet which houses up to 4 port cards a main board and a memory module An exter nal wall mounted power transformer powers the system Programming of the system can be done from a standard PC using the VoiceWorks Installer application through either the serial port or modem Programming can also be done from any telephone by dialing VoiceWorks directly then entering the appropriate password and a series of touch tone commands VoiceWorks
17. ection in step 4 6 Press 7 VoiceWorks will announce the call forward destination for the night time mode To confirm the current setting skip to step 10 Function 5 Voice mail programming VoiceWorks 8 To program the destination to an extension press 1 To program the destination to a Branch ID press 2 To program the destination to a Mailbox press 3 9 Enter the extension branch ID or mailbox depending upon your selection in step 8 10 Press Application example Call forward Call forward Mailbox Name Day mode Night mode 930 Employment Ext MB ID Ext MB ID 931 Survey TI Ext MBAD TI _Ext MB ID _ Relevant only if using Installer software to program F 10 VoiceWorks Function 6 Recording Function 6 Recording Function 61 Re record system prompts Overview System instructional prompts The system instructional prompts are played to an outside caller at different points in the call routing or mailbox functions These system prompts have been pre recorded at the factory but may be re recorded if preferred in a different voice or with different instructions Auto attendant branch prompts The auto attendant branch instructional prompts such as the main greeting or sub menus are also recorded here by entering the branch ID number as the prompt number Setting range All auto attendant branch IDs require recording In addition the list of system prompts shown in the chart on
18. ess the key to confirm the current password 3 To continue programming press the key to back up to the main menu If finished select Function 8 from the main menu to exit programming Note Be sure to write down the new password and keep it in a safe place You may override any user s mailbox password using the Administrator password Function 16 Time and date Overview Time and date need to be programmed to facilitate the time and date stamp for messages and also for the automated attendant s automatic timetables Important VoiceWorks does not automatically update for regions which observe Daylight Savings Time However leap days quadrennial February 29s are handled auto matically VoiceWorks is fully Year 2000 compliant Setting range Any valid time and date is allowed A new time is entered in a twelve hour format because VoiceWorks allows setting for AM or PM Default Factory set time and date Central time zone Function 1 System parameters VoiceWorks Programming steps 1 d D pb HM 8 9 10 11 12 13 14 VoiceWorks will announce the current time and date programmed To confirm the current time without changing it skip to step 3 Enter a new value in 12 hour format You will enter the AM PM parameter below Press Enter 1 for AM or 2 for PM Press VoiceWorks will announce the newly programmed time Confirm this time by pressing VoiceWorks w
19. ill announce the current date programmed To confirm the date without chang ing it skip to step 11 Enter the day of the month Press Enter the month Press Enter the year in 4 digit format eg 1999 Press VoiceWorks will announce the newly programmed date Confirm this date by pressing Note A built in battery maintains the correct time and date even in the event of a power loss The battery is located on the main board and is field replacable by the Installer VoiceWorks Function 4 Auto attendant programming Function 4 Auto attendant programming Function 43 Automatic day night mode table Function 431 Day night mode Overview The day night mode is used to determine a Whether the day night or holiday greeting is played to callers b Which routing callers will receive Note Day night functionality is system wide Setting range Four choices are available 1 2 3 4 or 0 e 1 Forced day mode VoiceWorks will continue play day greetings and follow day rout ing until this function is re programmed e 2 Forced night mode VoiceWorks will continue play night greetings and follow night routing until this function is re programmed e 3 Holiday mode VoiceWorks will continue to play the holiday greeting and follow night routing until this function is reprogrammed e 4 Partner automatic mode VoiceWorks will automatically change day night modes when the day
20. ing steps 1 VoiceWorks will announce the current MOH source To confirm the source without changing it skip to step 3 2 Enter a new source code 3 Press 4 Press the key to return to the previous menu G 4 VoiceWorks Function 6 Recording Function 633 MOH volume Overview If custom MOH audio is recorded the output volume can be adjusted in this function Note Be sure to keep the MOH volume at the same level as the system prompts and mes sages Test from an extension on hold via the intercom Setting range 1 10 lowest to maximum volume respectively Default 6 Programming steps 1 VoiceWorks will announce the current Message on Hold Volume To confirm the setting with out changing it skip to step 3 2 Enter a new MOH volume value 3 Press 4 Press to return to the previous menu Function 6 Recording VoiceWorks This page included for pagination purposes only G 6 VoiceWorks Function 7 Reports Function 7 Reports Overview This report provides a hard copy of the system s current programming This report can be compared against the programmer s worksheet to verify the accuracy of the programmed data Programming Press 1 to begin exporting the selected report see Function 72 Function 73 and Function 74 below or return to the previous menu by pressing Exporting directly to a serial printer Connect a standard serial printer to the serial port of the
21. ld via the Administrator password Setting range All valid user extensions and guest mailboxes Default None Programming steps 1 Enter the extension number to record 2 Press 1 to start recording when through press 1 again to stop recording 3 VoiceWorks plays back the recording If the recording is acceptable proceed to step 4 To re record go back to step 2 4 Press 5 If programming an alpha directory enter the 1 3 corresponding dialpad keys for that extension 6 Press Note Names under the same dialpad key are played back in the order they were recorded and NOT by either extension number or alphabetical order To delete a name from the directory enter 0 0 after the recorded name is played and confirm with the key when prompted Recording silence over a name does NOT delete it Function 6 Recording VoiceWorks Application example Ext Recorded name Key 102 George Straite 436 Janet Smith 526 Function 63 Message on hold programming Function 631 MOH source Overview MOH audio can be e One of the three default factory recorded generic MOHs These are royalty free requiring no licensing fees e One of up to five custom MOHs loaded into the system by the Installer Setting range Code s Source s 590 MOH disabled sm Pre recorded music 1 592 e Pre recorded music 2 sen Pre recorded music 3 594 598 Customer recorded MOH Default 590 MOH disabled Programm
22. n Programming steps 1 Enter a new value for the paging interval 2 Press Note This function controls the paging interval for only cascade mailboxes User guest mail boxes are programmed in Function 551 Application example Customer wants after hours callers to be able to leave an emergency service needed mes sage The first pager notifies the tech who s on call If unanswered the message is escalated to the service manager If unanswered still the mailbox begins paging the general manager All three will be paged until the message is saved or deleted F 8 VoiceWorks Function 5 Voice mail programming Function 57 Q amp A mailboxes Overview You can program up to 10 question and answer Q amp A mailboxes 930 939 Each Q amp A mailbox owner can record up to 10 questions VoiceWorks stores individual answer seg ments recorded by the caller as a single message with answer segments separated by short beep tones Each answer segment s maximum length will be as programmed by the Installer Normal message handling capability delete save etc applies to the entire message all segments When recording each answer the caller can be instructed to conclude by pressing 1 or to pause for the next question the system advances when it detects either a 3 second silence or the entry of a 1 Record your name at the tone press 1 when finished Record your ad dress at the tone press 1 whe
23. n finished If the caller fails to respond to two questions in a row VoiceWorks disconnects the call This function programs the mailbox s call forwarding for day and night modes Recording the questions is performed by the mailbox owner in mailbox programming Note A Q amp A mailbox is turned on only when its owner has recorded at least one question Deleting all questions will turn off the mailbox However any question including any in the middle of the list may be deleted by pressing 0 0 when prompted to record the question without affecting the other questions The questions are recorded in the same manner as recording user multiple personal greetings Setting range Mailboxes 930 939 A Q amp A mailbox can be set to call forward after the last question has been answered to an extension a mailbox or an auto attendant branch ID You may also set different forwarding destinations for day mode and night mode Default ID9999 disconnect branch Programming steps 1 VoiceWorks will request the mailbox number to program Enter the mailbox number 2 Press 3 VoiceWorks will announce the call forward destination for day mode To confirm the current setting skip to step 6 4 To program the destination to an extension press 1 To program the destination to a Branch ID press 2 To program the destination to a Mailbox press 3 5 Enter the extension branch ID or mailbox depending on your sel
24. n with its auto attendant will have designated busy and or no an swer stations rerouted to their corresponding mailboxes or other extensions automatically A caller who has manually entered a mailbox number or who has been redirected by the auto attendant will hear the user s personal greeting such as Hi this is John Jones I m either on the phone or away from my desk please leave me a message at the tone After the message has been left the caller will hear another instructional prompt such as To reach an operator press 0 or if finished press and hang up When a mailbox owner uses a personal password to enter the mailbox the system will play the number of new and old messages currently in the mailbox and then play all messages starting with the oldest of the remaining new messages The user can execute the following options during or at the end of each message pause save delete reply to sender back up hear time amp date stamp move the message to another mailbox with or without a preamble or leave a message in another mailbox Note Reply to sender will operate only if another user who was logged into his her mailbox when they left the message A 1 General description VoiceWorks Group mailboxes allow authorized individuals to broadcast a message to several members mailboxes at one time Even though a group mailbox can have many members a group mes sage only uses memory storage as one message Cas
25. ng military time enter the quarter hour when the quiet period should begin 14 Press 15 Using military time enter the quarter hour when the quiet period should end 16 Press F 6 VoiceWorks Function 5 Voice mail programming Application example Number Delay Attempts Interval Quiet Quiet min min o off n Phone 5552878 30 6 3o 2005 1715 Pager 5550000 so na 19 M Function 56 Cascade paging mailboxes Function 561 Cascade mailbox options Overview In addition to individual mailbox paging up to 10 cascade paging mailboxes 920 929 can be created These can be assigned to anyone that requires escalating levels of paging beyond the single level available in all user mailboxes Up to three paging numbers of up to 24 digits each can be programmed by the user to be paged whenever a new urgent message is taken in the mailbox The system will page the first paging number for the number of times listed and then add the second paging number for the number of times listed and then add the third paging number and will continue to page all three pagers until the message has been retrieved Default Paging numbers None Attempts 1 Programming steps VoiceWorks requests the mailbox number to edit Enter the mailbox number Press VoiceWorks repeats your entry Press to confirm Press 3 to hear the current list of paging numbers and the number of attempt
26. oes back to calling the first pager and persists through this cycle until someone retrieves the message Question and answer Q amp A mailboxes Question and Answer Mailboxes allow prompting for more detailed information from callers on things such as an employment questionnaire or a survey A Q amp A mailbox owner can record up to 10 questions VoiceWorks groups the individual answers are grouped and plays them back as a single message separated by short beep tones Normal message handling capability delete save etc applies to all answers of the entire message Function 53 Mailbox programming Overview This function builds mailboxes for the three mailbox types that do not have fixed ranges user mailboxes associated with extensions guest mailboxes that do not have associated exten sions and informational plays audiotext and reroutes the caller without taking a message Once accessed the system will prompt you to press 1 for user mailboxes 2 for guest mail boxes or 3 for informational Mailboxes User Associated with the extensions on the telephone system The range built will typically match the extension range for the telephone system for example if the system has extensions 100 131 you will want to build the mailbox range accordingly That way when VoiceWorks forwards calls to voice mail and passes on call forwarding information in the form of in band DTMF signaling when available from the phone system
27. rogrammer can re enter the programming mode Cycling the system s power also resets the timer When a programming function is accessed VoiceWorks will play one of the following e The default value for the programmed phone system type or None if no default exists e The existing value if previously programmed If the function has multiple entries VoiceWorks may begin with a command to enter the par ticular extension mailbox or port to be programmed At any point where a programming entry was made in error use the key to back up to the previous instructional prompt The contents of any function can be played without being altered Access the function then use the key to advance through the values without replacing them with new values Entering programming To enter the VoiceWorks system for programming dial to one of the extensions to which it s connected VoiceWorks will answer with the automated attendant main greeting Press then enter the Administrator password assigned by your installer and complete the entry by pressing for example 4 5 6 VoiceWorks will respond with the main menu for the programming menu tree That menu tree is as shown on the next page C 1 Introduction Programming VoiceWorks VoiceWorks Administrator s programming menu tree F1 System Parameters F4 F5 C 2 12 16 Passwords 122 Administrator Time and Date Auto Attendant Progr
28. rogramming VoiceWorks VoiceWorks is programmable by using any standard touchtone phone either locally i e within your phone system or remotely such as from home or another location Once con nected to VoiceWorks enter the Administrator password to enter programming mode Programming is accomplished by following voice prompts through the Programming Menu Tree The prompts are intended to be descriptive and detailed You do not have to wait for the entire prompt to play you can enter a value and or the key during any prompt As you be come more familiar with a function you can step through its prompts very quickly Keypad methodology During DTMF programming the keystroke methodology is as follows Code Action Acts as an enter key It will also confirm the new or existing entry and advance to the next programming step Backs up to the previous prompt aad Erases or replaces any existing recording or entry with no entry When entered from the programmer s main menu exits programming mode and goes to the automated attendant s main greeting When entered from the programmer s main menu exits programming mode and goes on hook Note Always use 81 or 82 to exit programming mode VoiceWorks will wait a maximum of fifteen minutes without programming entry before automatically exiting programming mode and returning the port on hook Hanging up without exiting these will require a 15 minute wait before the p
29. s for each Either press 2 to delete all the paging numbers this will completely turn off cascade paging or press 1 to enter new or edit current paging numbers or number of attempts Enter or edit the first pager number to called without the CO line access group 9 8 or 7 Press 9 Enter or edit the number of attempts to be made to the first pager before adding the second pager number 10 Press 11 Enter or edit the second pager number to called 12 Press 13 Enter or edit the number of attempts to be made to the first and second pager simultaneously before adding the third pager 14 Press D Dm bh DM on Function 5 Voice mail programming VoiceWorks 15 Enter or edit the third pager number to be called 16 Press 17 VoiceWorks will then repeat the pager numbers and the number of attempts for each 18 Press to confirm Note After the 3rd pager number is added to the paging all three pagers will be called until the new or urgent message is saved or deleted from the mailbox Not all three pager numbers have to be installed for the mailbox to function Application Example Mailbox 1st Number Attempts 2ndNumber Attempts 3rd Number 5553232 5554254 5555452 Function 562 Paging interval Overview The interval programmed here is the number of minutes between paging attempts for cascade paging mailboxes Setting range 10 to 1440 minutes Default Default 30 mi
30. sesseacesesseatenseesasateneeeeeaeases C 2 Function 1 System parameters scsccesssscscesneseesesseneneesseseeeenenaeseseeennesaeseeeeeneesaeseeeneeneseeseeeseeenaenaes Function 12 Administrator password Function 1 63 Time and dates 5 0 08 h nctes ae a a A A E AE aa Function 4 Auto attendant programming Function 43 Automatic day night mode table see sees ar Function 431 Day night MOde secscsscsesessesscesesessensceseseesesecesesessesecesessssesecesesesseseasoesnesesessieseescesaesteneeseseaneteess Function 5 Voice mail programming ceecceeesseeseeesseeseeesenesenesenesenessneseeesseeseneseneseeeseneseneseneneneaenenes F 1 Overview Mailbox fupes ENEE User mailboxes Guest Mailboxes un Informational mailboxes ee geg ae ve er e Bun E Broadcast MallbOx E Cascade paging mailboxes Question and answer Q amp A mailboxes she sie ses set Function 53 Mailbox Programming EE Function 54 Group mailboxes and the broadcast melon ENEE F 4 Function 55 Off premises notification parameters Function 56 Cascade paging mailboxes Function 561 Cascade mailbox options Function 562 Paging interval eee Ge H oe mus at ag Function 57 Q amp A malllboes EE FUNCtION 6 Recordio EE Function 61 Re record system prompts bee Re recordable prompts Function 62 Record directory Names Gi och TE A ay gie Function 63 Messag
31. t greeting G 2 VoiceWorks Function 6 Recording Programming steps 1 Enter the branch ID or prompt number to record 2 Follow the system prompts to complete the recording operation Different types of prompts have different procedures Note A default recording cannot be deleted However to override a default recording so that callers won t hear it the Installer can record one second of silence to replace the recording Any default recording can be restored by deleting 0 0 the user made recording Function 62 Record directory names Overview Note This function is accessible only if a directory branch has been created as part of auto attendant programming Directories can be either all names listed or dial by alohanumerics With an alpha directory callers enter the telephone dialpad keys corresponding to the desired name e g 2 ABC 3 DEF etc For Q or Z callers must enter 1 The default system prompt for an alpha directory instructs the caller to enter the first three digits of the person s last name To change this instruction to first name simply re record the directory branch ID Additionally the directory can be programmed to accept 1 2 or 3 digits characters of the person s name Note Write or type your directory list and keep it in a safe place This will make it much easier to prepare directories and make future changes As names change you can enter this function and change any fie
32. ter this prompt is played No names matched one matched branch the first the system will route the call moment please letter s caller se to the extension branch or lected has no names mailbox as programmed in associated with it or no response reroute he she has listened to all of the names played and has not made a selection 540 Holiday main Caller When the system While in Holiday Mode Thank you for calling Our office is greeting has been manually VoiceWorks will follow closed in observance of the holiday placed in normal Night Mode You may dial your party s extension at Holiday Mode programming for call routing any time or please call back during back normal business hours 541 End of Mailbox At the end of each A user who knows these com To delete press 7 To save press 9 playback user message playback mands can go ahead and enter To reply press 3 To move this mes them during a prompt or mes sage to another mailbox press 6 sage to avoid delay To reach another mailbox press the key Or if finished press and hang up 542 Mailbox exit Mailbox After all messages To reach an operator press 0 To go user have been played to the main greeting press 8 To go to another mailbox press the key To enter mailbox programming press 5 Or if finished press and hang up Default All system prompts are pre recorded Branch ID 1 is the only branch which has a defaul
33. tructional voice prompts to make any desired changes Refer to this Administrator s Manual for the programming functions that the administrator s password can access Responsibilities The Administrator and users will require training and preparation for the cutover Re recording prompts VoiceWorks has all necessary prompts pre recorded to assist in initial set up You may wish to re record some or all of them The main greeting must be re recorded and may require oc casional updating for holidays etc It s best to write out a script and practice Distributing the user s guide Reproduce the user guide and distribute it to your organization It should provide enough detail for each user to get started The user guide should also become part of your new employee kit Assigning user mailboxes User mailboxes will always match their extension number If you have outside employees assign them mailbox numbers that are out of the range of your existing phone system exten sion numbers but within the mailbox range set by the installer Assign special mailboxes The numbers for group mailboxes see page F 1 and cascade paging mailboxes see page F 2 are pre set Work out their best use for your organization and distribute the group mailbox numbers accordingly B 1 General description VoiceWorks This page included for pagination purposes only B 2 VoiceWorks Introduction Programming VoiceWorks Introduction P
34. unction will exit programming and return the programmer to the Main Greeting ID 1 This will allow the programmer to access an extension test a mailbox etc Function 82 Exit programming and disconnect Accessing this function will exit programming disconnect from the VoiceWorks completely This will return the VoiceWorks port to an idle on hook mode Warning Failure to exit properly could result in a lockout for up to 15 minutes from re accessing Programming Mode This is a safety feature built into VoiceWorks to prevent premature timeouts during extensive programming sessions Function 8 Exit programming mode VoiceWorks This page included for pagination purposes only l 2
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