Home

Corporate Office Supervisor`s User Guide

1. If the caller dials any digit while the routing box greeting is playing Corporate Office stops the greeting and routes the call in the same manner While the system is playing the Routing box greeting the caller can press a key at any time to make a selection When the caller presses a key the system immediately stops playing the greeting and consults the Destination for digit X fields to see where the call is to be routed 80 Comdial Mar 03 Corporate Office Supervisor Traditionally Corporate Office uses the key to allow mailbox owners to access the voice mail gateway box 9992 Therefore COMDIAL STRONGLY RECOMMENDS YOU PROGRAM DES TINATION FOR DIALED DIGIT AS 9992 IN EVERY ROUTING BOX so mailbox owners can access the gateway at any time Though you may program any other digit as the voice mail gateway all user documentation is written based upon using the key Mar 03 Comdial 81 Using the PC to Perform Supervisor Functions THIS PAGE INTENTIONALLY LEFT BLANK 82 Comdial Mar 03 Corporate Office Supervisor INDEX A Access to Group boxes field 60 Access to P A field 61 After leaving message field 48 After playing greeting area 45 Allowed to receive faxmail field 61 Auto delete NEW messages from system after X days field 60 Auto delete OLD messages from system after X days field 60 Auto forward NEW messages to box X after X hours field 49 automated attenda
2. 2 To record a broadcast message press 2 Follow the prompts to complete the procedure Mar 03 Comdial 19 Using the Telephone to Perform Supervisor Functions 2 3 Disabling or Re Enabling a Port If you want to prevent Corporate Office from answering calls on one or more of its ports usually because the port is not functioning properly you can disable the port s over the telephone If you want to later re enable a port that you previously disabled you can also perform this function by calling into the system To disable or re enable a port perform the following steps 1 From the Supervisors menu press 4 for Port Administration 2 When prompted enter the number of the line with which you want to work 3 When prompted press to confirm the number you entered or press if the number you entered was incorrect Once you press to confirm the system tells you the port administration options To Disable a Port Press 1 To Enable a Port Press 2 To Exit Press 4 To shut down a port press 1 to disable it If you disable a port all calls using that port are immediately terminated 5 To enable a port that is currently shut down press 2 20 Comdial Mar 03 Corporate Office Supervisor 2 4 Temporarily Forcing the System into Day Lunch or Night Service Mode You can override the regular Day Service Lunch Service or Night Service mode by forcing Corporate Office into
3. 12 Comdial Mar 03 Corporate Office Supervisor Figure 2 1 Structure of Supervisor Menus Mailbox Functions Routing box functions Question box functions Port functions Broadcast functions Nght day functions System time System date System parameters First time setup Enter box number SOMNDOORWN Enter box number Enter port number 1 Day service 1 Add 2 Night service 2 Delete 1 Disable a port 3 Lunch service 2 Enable a ee 3 Modify Exit Exit 4 Suspend 5 Restore 6 Reset 1 Hear Current 1 Add Exit 2 Re record 2 Delete 3 Delete 3 Modify Exit Bat Y Enter Modify greeting reetin 2 Modify routing reer Exit Enter digit CAUTION Select and modify these options ONLY under the guidance of your system technician Using these options incorrectly may keep the system from effectively processing calls and performing messaging functions This guide does not include information on w orking with these options Mar 03 Comdial 13 Using the Telephone to Perform Supervisor Functions 2 1 Creating Changing or Deleting a Mailbox You can create modify or delete a mailbox using options on the Mailbox Administration menu Specifically you can use this menu to add or delete a mailbox change a mailbox greeting the mailbox owner can also perform this function by logging into the mailbox change a ma
4. CAUTION uN Once you access this menu DO NOT press AN to exit it since the key invokes a change to the destination for the pound key If you want to return to the previous menu simply make no entry when you hear the special routing options prompt Mar 03 Comdial 27 Using the Telephone to Perform Supervisor Functions THIS PAGE INTENTIONALLY LEFT BLANK 28 Comdial Mar 03 Corporate Office Supervisor 3 USING THE PC TO PERFORM SUPERVISOR FUNCTIONS To access program screens on which you can perform supervisor functions you must log onto the Corporate Office PC using the Cus tomer Administrator password The technician who installed the system can provide this password to you CAUTION uN It is critical that you do not modify any field AN on any screen or any file on the system unless you are directed to by this guide or by the Corporate Office System Technician Incorrect modifications you make may impair the system s ability to perform call processing and messaging functions To access screens through the Corproate Office PC perform the fol lowing steps 1 From the LINE STATUS screen press F70 The system displays the Main Menu and prompts you to enter a password 2 Type the password then press Enter to log on to the system The Main Menu displays Mar 03 Comdial 29 Using the PC to Perform Supervisor Functions Figure 3 1 shows the structure of the
5. If you insert the symbol before the name in this field Mary the recorded name is substituted with the system prompt that extension If you insert the amp symbol before the first name amp Mary the system does not play either the name or that extension The Last field contains the last name of the individual to which the mailbox is assigned Corporate Office uses the last name in con junction with the Directory box feature It also appears on the database listing The mailbox is not included in the system directory Corporate Office provides to callers if you inset the symbol before the first letter of the last name Jones Corporate Office also does not include the mailbox in the system directory if no Name prompt has been recorded for the mailbox Next set up the PERSONAL DATA for this mailbox owner When mailbox owners try to open their mailboxes to retrieve mes sages the system asks for a password Enter this password in the Password field It can be up to 10 digits long and can consist of the digits 0 through 9 and the character For security reasons it is rec ommended that box owners use passwords at least 4 characters long and that they change them regularly Mar 03 Comdial 33 Using the PC to Perform Supervisor Functions If you set the password to 0000 four zeros Corporate Office allows access to the mailbox without asking for a password CAUTION AN Use this feature
6. Says Please hold Plays a pre recorded phrase Please hold Calls the required extension by hook flashing and dialing the extension number Calls the required extension by hook flashing and dialing the extension number Listens for busy tone ring tone answer etc Listens for busy tone ring tone answer etc If the extension is busy offers to let the caller hold Ifthe extension does not answer offers to take a message or try another extension If the extension is busy plays a pre recorded prompt offering the option to hold If the extension does not answer plays a pre recorded prompt offering to take a message or try another extension Comdial Mar 03 Corporate Office Supervisor 1 1 2 WHAT IS VOICE MAIL The term voice mail refers to systems that can record a voice message and treat it like a mail message In a typical office environment the live attendant takes a message from a caller and writes it down on a piece of paper The attendant then places the slip in the recipient s in box or mailbox The box owner then retrieves and reads the message placed in the box In contrast the Corporate Office records a message from a caller and places it in a voice mailbox The mailbox owner can later retrieve the message by calling into the system and listening to the recording The following table compares how Corporate Office processes voice messages compared
7. Mail Box Screen Page Finito teddednesdiedecscctaet Gaiden dads 52 Mail Box Screen Page 4 Hotel cccccceeceeceeeeeeeesecneeeeeeseceeaeeeeeeseneeeees 53 Mail Box Screen Page 4 Distribution Lists 0 ccccecceeeeeeeeeeeeeeeeeeeeeeeeees 54 Class of Service Screen istisini ie 56 Class of Service Screen Controlling Greetings secese 57 Class of Service Screen Controlling Messages secerneren 59 Class of Service Screen Controlling Call Holds 0 c ccceeesceseeeeeeeeeetees 62 Class of Service Screen Restricted Numbers 0cccccececeeeeseeeeeeeeaeees 64 Group BOX Screen it a eta a 67 BUSINESS Hours Screen iciocicionicicnic eunn e ea eaat na Tea ra aa a a SS 69 Holiday Schedule Screen 0 eeeceeeeceeeeneeeeeeeeeeneeeseeeeeesneeeeenaeeseneeesneeeenaes 71 Routing Box Screen Changing Greeting 0 eeeeeeeeeeeeeeeeeeeeeeeneeeeenes 73 Routing Box Screen Changing Routing oe eeeeesneeceeeeeeeeteeeenneeeeeaes 75 Mar 03 Comdial 3 Contents 4 Comdial Mar 03 Corporate Office Supervisor 1 SYSTEM SUPERVISOR OVERVIEW Once the installing technician sets up the Corporate Office system at a site an on site system supervisor must be appointed to perform day to day system maintenance tasks This manual defines the tasks that you the System Supervisor may need to perform It also provides information about how to complete each task Before you attempt to perform any system supervi
8. To restrict pager calls to use lines in a particular line group enter the letter A B C or D of the line group in braces before the telephone number for example A 5551212 Consult your Corporate Office System Technician for more information The pager number can contain the digits 0 through 9 and the char acters and pound as well as the several special characters Consult your Corporate Office System Technician for more infor mation The Pager type area allows you to choose what type of pager the mailbox owner has You can set up tone or digital display pagers for this mailbox Consult your Corporate Office System Technician for more infor mation The system calls the pager the number of times indicated in the Times to call field This can be useful in circumstances when the pager is turned off for a period or is temporarily out of pager range The Mins between calls field indicates the interval in minutes between calls to this number and or the interval before proceeding to the next call number sequence Note This field is used to tell the system how long to wait between calls to the paging service Mar 03 Comdial 43 Using the PC to Perform Supervisor Functions The Schedule field indicates when the system is to deliver pager noti fication to this number The options are as follows Schedule Result Always Pager notification is available at all times Day service Pager notification is avail
9. 1 To Re record the Greeting Press 2 To Delete the Greeting Press 3 To Choose a New Greeting Press 5 To Exit Press Follow the prompts to complete the procedure 9 To change the mailbox password press 3 Note that to change the password you must first enter the current password when prompted by the system By default the mailbox password is the same as the mailbox number Note Each mailbox owner can log into the mailbox and complete this task this does not need to be performed by a system supervisor Once you enter a new mailbox password and confirm the entry as prompted the system tells you that the new password will be in effect the next time the mailbox is accessed 16 Comdial Mar 03 Corporate Office Supervisor 10 To change the call transfer feature press 4 Note Each mail box owner can also log into the mailbox and complete this task this does not need to be performed by a system supervi sor The system tells you the current call transfer set up then gives you options Press 1 if you would like to change the number Press to turn this feature on or off or Press if you are satisfied Follow the prompts to complete the procedure 11 To change the message notification feature press 5 Note Each mailbox owner can also log into the mailbox and com plete this task this does not need to be performed by a system supervisor The system identifies the curr
10. Corporate Office system menus Note that depending on the type of system installed and the password you entered to log on you may or may not have access to all menus and options Figure 3 1 Corporate Office System Menus Main Menu Display Line Status Box Information System Information Box Menu Mail Box Question Box System Menu General Line Information Routing Box Business Hours Holiday Schedule Group Box Directory Box ACD Box Account No Box Call Transfer Technical Class Of Service Display Database Optional Features Optional Features 30 Comdial Mar 03 Corporate Office Supervisor 3 1 Creating Changing or Deleting a Mailbox You can make intricate technical modifications to the mailbox using the PC that you cannot make through the telephone interface This guide includes instructions on making entries in fields that do not require an in depth knowledge of the system Before making changes to fields other than those documented here contact your Corporate Office System Technician To create modify or delete a mailbox through the Corporate Office system screens perform the following steps 1 From the Main Menu select BOX INFORMATION The Box Information menu displays 2 Highlight MAIL BOX from the Boxes menu then press Enter To add a new box press F2 To modify or delete an existing box press F4 3 Enter the box number you want to create modify or delete
11. Office Supervisor notification service is currently turned off either manually or due to the call schedule callers hear the system prompt I m sorry I am unable to page that party right now and continues the call by taking whatever action is specified in the After leaving message field If you select the Record message then page option the system looks at what type of pager this mailbox is using If the Pager type field is set to None or the PAGER NUMBER field is blank the system records a message but does not activate the pager If the Pager type field is set to Tone the system takes a message and calls the mailbox owner s pager If the Pager type field is set to Digital the system records a message then calls the pager It sends the mailbox number to the pager display The next field If caller chooses other options gives callers more options if they press 3 during the mailbox greeting These other options include the following Option Action Indicated Go to box Allows the call to route to another box The new box number is entered in the next field to the right This box is usually a routing box containing a greeting or menu or it is the mailbox number of an individual taking calls for this mailbox owner Say goodbye The system says Good bye and hangs up Return The system goes back to the previous box that handled this call usually a routing box Hang up The
12. Section 1 2 8 Changing the Greeting Played by a Routing Box You may use either the Corporate Office PC to modify single digit call routing or you can call in over the telephone However you can only modify the routing technique routing based on day of week call sequence etc using the PC 8 Comdial Mar 03 Corporate Office Supervisor 1 2 10 CONTROLLING MAILBOX OWNER ACCESS TO SYSTEM FEATURES You can modify the features to which a group of mailbox owners is permitted access by modifying the class of service assigned to the mailbox owners Making class of service modifications allows you to also prevent the system from dialing certain phone numbers such as long distance numbers when making outgoing calls from a mailbox owner s mailbox Corporate Office may make outgoing calls from a mialbox to deliver messages to a mailbox owner page a mailbox owner or when the mailbox owner is off site and calls into the mailbox to select this option You must use the Corporate Office PC to adjust the Class of Service screen Mar 03 Comdial 9 System Supervisor Overview THIS PAGE INTENTIONALLY LEFT BLANK 10 Comdial Mar 03 Corporate Office Supervisor 2 USING THE TELEPHONE TO PERFORM SUPERVISOR FUNCTIONS To access system supervisor functions by calling into the system you must log into a supervisor mailbox A supervisor mailbox is any mailbox that has been assigned supervisor privileges
13. Supervisor Functions 3 3 Creating Changing or Deleting a Group Box Group distribution lists which are defined in a group box provide mailbox owners an easy way to send one message they record to mul tiple individuals without specifying each individual recipient s extension Though mailbox owners can set up one to four personal distribution lists specific to their needs in their mailbox many organi zations also set up group distribution lists that can be used by all company employees A group list a company maintains may for example contain the names of all company employees of all employees in a particular department of all employees that work a specified shift etc When mailbox owners want to send a message to a group box they log into their mailbox then select the option to send the message At the prompt Please enter the box number the mailbox owner enters the number of the group box containing the mailboxes to which the message is to be sent To change the setting for a group box perform the following 1 From the Main Menu select SYSTEM INFORMATION The Box Information menu displays 2 Highlight Group Box from the menu then press Enter The GROUP BOX screen displays 3 Make changes to the GROUP BOX screen to modify the group box You can also use the system s help file at any time by pressing F1 66 Comdial Mar 03 Corporate Office Supervisor 4 When you have made necessary modificat
14. another mode The system switches to the new service mode and remains in that mode until the next scheduled mode change For example assume that Day Service mode runs from 8 00 AM until 5 00 PM and Lunch Service mode runs from noon until 1 00 PM If you call in at 9 00 AM the system is in Day Service mode and force the system into Night Service mode the system remains in Night Service mode until noon It then automatically switches to Lunch Service mode To force Corporate Office into Day Service Lunch Service or Night Service mode perform the following steps 1 From the Supervisors menu press 6 for Day Night service The system gives you the following options To Change to Day Service Mode Press 1 To Change to Night Service Mode Press 2 To Change to Lunch Service Mode Press 3 To Exit Press 2 Press a number to indicate the mode in which you want the sys tem to temporarily operate Follow the prompts to complete the procedure Mar 03 Comdial 21 Using the Telephone to Perform Supervisor Functions 2 5 Changing the Greeting Played by a Routing Box Understanding the Routing Box Setup and Routing Box Greetings By default Corporate Office is pre configured with 3 routing boxes to process calls Routing box 800 answers calls during office open business hours Day Service box 801 answers calls after Day Service hours and box 821 routes calls after they have already passed through box 800 o
15. automated attendant capabilities in Corporate Office the system uses routing boxes to answer incoming calls play a listing of options to callers and route each call to a specific mailbox or another type of box on the system based on either digits dialed by the caller or on other criteria the technician defined when the system was set up The mailboxes transfer calls to their associated exten sions and store messages for system mailbox owners Each mailbox can also be set up to forward calls to another phone or extension number deliver messages to another phone or pager play one of 10 pre recorded greetings to callers screen calls queue calls when the extension is busy or record call conversations In addition to routing boxes and mailboxes Corporate Office pro vides several other types of boxes Question box e Directory box e Account Number box e Group box e Customer Service box This document discusses how you can make modifications to mail boxes and routing boxes which are the two most commonly used box types Because the other types of boxes are used in conjunction with more intricate system setups adjusting their functionality is best left to a certified Corporate Office technician Therefore if you need to adjust the operation of any boxes other than mailboxes or routing boxes contact your Corporate Office technician 4 Comdial Mar 03 Corporate Office Supervisor 1 2 Understanding Supervisor Respons
16. call the extension listed in the transfer To field on MAIL BOX Page 1 Corporate Office does not actually place the call at the time specified here unless the wake up time is currently scheduled The mailbox owner can also schedule a wake up call by calling into the system If you enter Yes in the Currently Scheduled field the system calls the extension listed in the transfer To field on MAIL BOX Page 1 at the time specified in the WAKE UP TIME field Mar 03 Comdial 53 Using the PC to Perform Supervisor Functions 3 1 7 SETTING UP DISTRIBUTION LISTS Corporate Office allows you to set up distribution lists per mailbox owner To do so access the Mailbox screen for the mailbox owner s mailbox number Then press F9 three times to advance to MAIL BOX Page 4 Figure 3 9 Mail Box Screen Page 4 Distribution Lists Hotel guest privileges only WAKE UP TIME HAN Currently scheduled EY MAIL BOX Page 4 Box number First Name MN Ls EN PERSONAL DISTRIBUTION LISTS Enabled ES Enabled Enabled ES Enabled Members l Members HUNN Members i Members i A A A ee E a Help F2 Add F3 Delete F Select F5 Prev Fo Next F9 MNext page F10 Exit The distribution list fields are located on the bottom half of the menu Each mailbox owner can create up to four personal distribution lists each containing up to 20 mailbox numbers The Enabled field con trols how many lists are available to the mail
17. field 40 V voice mail definition 3 W Wait for answer transfer type 38 Wait for ring transfer type 39 WAKE UP TIME field 53 When exiting open Mail box go to box field 61 While in queue say position in line field 63 Mar 03 Comdial 85 Index 86 Comdial Mar 03 GCA70 392 Rev 1 Mar 03
18. is playing the routing box greeting When the caller presses a key Corporate Office immediately stops playing the greeting and processes the dialed digit If the caller does not dial a digit and the system reaches the end of the greeting it pauses to wait for a response If the system does not detect a response DTMF or spoken word the system performs whatever action is specified in the Zf no digit dialed field If the caller dials a digit the system checks the When digit received wait for more digits before routing call field e If this field is set to No the system immediately attempts to route the call based on the single digit dialed If the Destination for digit field contains a valid box number the call is immediately sent to the new box This means that menu selections take priority over extension numbers for example if the destination for digit 1 is a valid box the caller cannot dial mailboxes beginning with a 1 as the system routes the call as soon as it receives the first 1 in the extension number If this field is set to Yes the system waits to see if the caller is dialing a sequence of digits for example entering a box number If the system detects additional digits and they correspond to a valid mailbox routing box etc it routes the call to that box Ifthe system detects only one digit it consults the Destination for digit fields and routes the call to the box specified Since the system must wait for additi
19. msgs to box BN after hours Schedule METE MESSAGE DELIVERY Where and When Repeat Interval Schedule Call Le 60 Call E 10 Call E 10 Call E 10 Call E 10 Run this cycle Currently enabled METIE 1 Help Fe Add F3 Delete F4 5elect FS Prev F6 Next F9 Next page F10 Exit The greeting recording fields are located in the middle part of the menu The After playing greeting area shows the options available to the caller after the system plays the mailbox owner s greeting e Record immediately e Wait for a digit e Page immediately and e Record message then page Mar 03 Comdial 45 Using the PC to Perform Supervisor Functions When callers have been routed to a mailbox and are listening to the greeting they always have various options available by dialing the appropriate digit If the caller does not dial a digit by the time the system finishes playing the greeting the system immediately takes whatever action 1s specified in this field If the caller does dial a valid digit from the available options that selection overrides the action entered in this field If you select the Record Immediately option the system plays the prompt Please speak after the tone and records the caller s message Note If the caller hangs up while the system is playing the mailbox greeting the system might begin recording a message before it detects that the call has ended When this happens the mailbox e
20. number of greetings i Maximum greeting length secs Maximum number of messages agi Maximum message length secs g0 fiuto delete OLD messages from system after EN days Auto delete NEW messages from system after ek days Supervisor status 7 lo Play menu after greeting ficcess to Group boxes 7 a Allowed to receive faxmailt Dial out allowed lo Operator Box Day Night E Access to P A Yes When exiting open Mail Box go to box afal Max lines allowed to hold for one box E Digits allowed while holding E While in queue say position in line Try extension E times before going back to caller RESTRICTED NUMBERS Digits Digits Digits Digits Digits Digits Digits Digits Fi Help F5 Previous COS F6 Next COS F1i0 Exit The system can hold up to 200 messages per mailbox However you may want to restrict some mailboxes to a lower limit to conserve disk space Use the Maximum number of messages field to set the maximum number of messages that can be stored in mailboxes assigned this class of service Once the limit is reached for a par ticular mailbox callers attempting to leave more messages in the mailbox are told that the box is full The default setting is 200 The value in the Maximum message length secs field defines the maximum length of a message in seconds that a caller can leave for mailboxes belonging to this class of service The default setting is 60 seconds Mar 03 Co
21. schedule as defined on the MAIL BOX Page 3 screen Mar 03 Comdial 49 Using the PC to Perform Supervisor Functions 3 1 4 SETTING UP MESSAGE DELIVERY Corporate Office allows you to set up the message delivery options per mailbox owner To do so access the Mailbox screen for the mailbox owner s mailbox number Then press F9 to advance to MAIL BOX Page 2 Figure 3 6 Mail Box Screen Page 2 Message Delivery MAIL BOX Page 2 Box number Gj First Name P La PAGER NUMBER Pager type Times to call Mins between calls Schedule Enabled After playing greeting If caller chooses other options MA box T After leaving message UA AA box hai If call is via D 1 D play greeting in language uto foruard NEW msgs to box BN after hours Schedule METE MESSAGE DELIVERY Where and When Repeat Interval Schedule Call Le 60 Call E 10 Call E 10 Call E 10 E 10 Call fun this cycle Currently enabled NEGO i Help F dd F3 Delete F4 Select F5 Prev F6 Next F9 Next page F10 Exit The message delivery fields are located on the bottom half of the menu In the Call field enter the telephone number you want Corporate Office to call to inform the mailbox owner that there is a new message in the mailbox This field can contain the DTMF digits 0 9 the characters and and other special characters Consult your Corporate Office System
22. smaller staff so you may want the system to greet customers with The XYZ Company wishes all its customers a Happy New Year Our service personnel are not available today but will be back as usual tomorrow For Sales press 1 or press 0 to speak to an operator 70 Comdial Mar 03 Corporate Office Supervisor You can pre define up to 20 holiday dates For each holiday you can specify a different routing box to which calls will be sent During the holiday Corporate Office uses the greeting and call routing scheme you have defined in that routing box Figure 3 17 Holiday Schedule Screen HOOPER AY Sr ME Bese Initial Initial Holiday 11 Holiday 12 Holiday 13 Holiday 14 Holiday 15 Holiday 16 Holiday 17 Holiday 18 Holiday 19 Holiday 20 The following example shows how to set up a New Year s holiday greeting to play on January 1 Holiday Holiday Holiday Holiday Holiday Holiday Holiday Holiday Holiday z Holiday 10 SOWA E aa nd ma AER 1 Access the Holiday Schedule screen and select January as the month then enter to indicate the first day of the month Note Holiday greetings are in effect for the entire 24 hour period of the calendar day 2 In the Inital box field enter a spare box number In this exam ple box number 8500 is used Press F70 to save the changes Corporate Office is now advised of the New Year s holiday Each time a call arrive
23. specified in the Digit 2 field Tuesday Box specified in the Digit 3 field Wednesday Box specified in the Digit 4 field Thursday Box specified in the Digit 5 field Friday Box specified in the Digit 6 field Saturday Box specified in the Digit 7 field Mar 03 Comdial 79 Using the PC to Perform Supervisor Functions If the caller dials any digit while the routing box greeting is playing Corporate Office stops the greeting and routes the call in the same manner If you select the Database lookup option in the Route the call based on field Corporate Office accepts up to 20 digits from the caller and uses these to look up a database entry The system converts these digits to a box number based on the contents of the database The system then routes the call to that box For information on routing calls based on database lookup contact your Corporate Office system technician If you select the Day Night Service option in the Route the call based on field Corporate Office begins by playing the Routing box greeting Once the greeting ends the system immediately routes the call to the box specified in one of the digit destination fields based on the system s current service mode Service Mode Box to Which Call is Routed Day service Box specified in the Digit 1 field Night service Box specified in the Digit 2 field Lunch service Box specified in the Digit 3 field Holiday service Box specified in the Digit 4 field
24. system immediately terminates the call by going on hook Mar 03 Comdial 47 Using the PC to Perform Supervisor Functions The After leaving message field gives callers more options after they record a message These other options include the following Option Action Indicated Go to box Allows the call to route to another box The new box number is entered in the next field to the right This box is usually a routing box containing a greeting or menu or it is the mailbox number of an individual taking calls for this mailbox owner Say goodbye The system says Good bye and hangs up Return The system goes back to the previous box that handled this call usually a routing box Hang up The system immediately terminates the call by going on hook The system follows the action specified here when e Callers have recorded their message pressed for further options and pressed to send or 4 to cancel the message The After playing greeting field is set to Wait for digit and the caller did not enter a digit The After playing greeting field is set for a paging option but the pager s Enabled field is set to No in this case the caller first hears the system prompt J am not able to page that party right now The If call is via D I D play greeting in language field indicates the language that callers hear when a call is routed to this mailbox via direct
25. then press Enter If you are creating a box the system makes a copy of prototype mailbox 9994 a template mailbox and dis plays the new box If you are modifying or deleting an existing box the system displays the box s setup screen You can make modifications to the box from this screen or delete the box completely If you want to delete the box make sure you are viewing the box you want to delete then press F3 When you are prompted to confirm the deletion press Y For further details on how to change the setups for a specific mailbox see Section 3 1 1 Setting up Call Transfers through Section 3 1 7 Setting up Distribution Lists You can also use the system s help file at any time by pressing Fi 4 When you have made necessary modifications press F10 to save the changes Mar 03 Comdial 31 Using the PC to Perform Supervisor Functions The MAILBOX screen allows you to control the settings for each individual mailbox on the system Figure 3 2 Mail Box Screen Page 1 MATL BOX Page 1 Box number QQ FURST NAME SECM Lost TEE CALL TRANSFER INFORMATION PERSONAL DATA Transfer type Passuord 1 To Rings to answer Use 3 way calling Get caller s name Record conversation Current ly enabled Transfer schedule Name recorded o Greeting recorded pial PRIVILEGES Class of service y Restricted Client of Sequence to turn ON message waiting lamp Neu Oa Sequence to turn OF
26. to press star for the currently active greeting If you press the system plays the currently active greeting number and greeting and then repeats the current options To Replay the Greeting Press 1 To Re record the Greeting Press 2 To Delete the Greeting Press 3 To Choose a New Greeting Press 5 To Exit Press Once you press 5 and enter a new greeting number the system confirms the greeting number and plays the now active greet ing 2 6 Changing the Single Digit Call Routing in a Routing Box Corporate Office can be set up to play greetings to callers that include single digit call routing options such as Press 2 for Sales In this setup a call is transferred to a specific mailbox when the caller presses 2 during or after the greeting You can control the digits callers can dial and the path their calls subsequently take using the following procedure Note If you change the single digit call routing set up you must also update the routing box greeting to relay new instructions to the caller See Section 2 5 Changing the Greeting Played by a Routing Box to update the greeting as necessary 1 From the Supervisors menu press 2 for routing box administra tion Mar 03 Comdial 25 Using the Telephone to Perform Supervisor Functions 2 When prompted enter the number of the routing box you want to add modify or delete The system repeats the number back to you 3 When prompted pre
27. up routing boxes with at least 2 greetings this parameter must be set to at least 2 in the supervisor mailbox class of service When mailbox owners call in to re record their personal greeting the system limits the length of the new greeting to the value you enter in the Maximum greeting length field The default setting is 60 If an extension is busy or does not answer Corporate Office plays the mailbox owner s personal greeting After playing the greeting it can announce the options available to the caller for example If you would like to leave a message press 1 To try another extension press 3 or to speak with an operator press 0 If the mailbox owners do not record these options as part of their greetings enter Yes in Play menu after greeting so that the system plays the menu If you want to allow your mailbox owners to decide which options to offer enter No in this field and instruct them to include the options in their personal greetings The default setting is No 58 Comdial Mar 03 Corporate Office Supervisor 3 2 2 CONTROLLING MESSAGES To control what types of messages are allowed for a particular class of service access the CLASS OF SERVICE screen for that class of service The messages fields are located in the upper and middle section of the menu Figure 3 12 Class of Service Screen Controlling Messages CLASS OF SERVICE Class of service number J CLASS OF SERVICE NAME Maximum
28. 00 in one of the Digits fields the system considers the telephone numbers 1 900 555 1212 1 900 123 4567 1 900 111 2222 to be matches Telephone number 1 901 555 1212 would not be considered a match If you enter the digit 0 in one of the Digits fields the system considers all numbers beginning with 0 to be matches This would include calls to the operator 0 calls to the long distance operator 00 interna tional calls 011 and any operator assisted call 0 followed by tele phone number If the mailbox owner enters a number that matches one of the digit strings you enter here Corporate Office informs the owner that the number is not acceptable and does not change the existing call transfer setup These blocking digits are used to block Corporate Office from making automated calls they do not block the mailbox owner from dialing the numbers directly from their own extensions For example a mailbox owner can dial 911 from their extension and complete the call even though you have entered 911 here in a Digits field The block here keeps Corporate Office from dialing 911 if for example mailbox owners have listed 911 in their call transfer field as a pager number etc The 911 block is delivered with the system as a default Comdial highly recommends that you keep this 911 block to avoid your voice mail system calling an emergency line and the fines that may result if this occurs Mar 03 Comdial 65 Using the PC to Perform
29. 3 1 4 Setting up Message Delivery 50 3 1 5 Setting up Schedules n se 52 3 1 6 Setting up the Hotel Feature oo ooccccccccccccccnncos 53 3 1 7 Setting up Distribution Lists eee 54 3 2 Controlling Mailbox Owner Access to Features 55 3 2 1 Controlling Greetings oooccccccccnnnocconcccccnnnncnnnnnnno 57 3 2 2 Controlling Messages n 59 3 2 3 Controlling Call HoldS 62 3 24 Restricting Calls meti dais 64 3 3 Creating Changing or Deleting a Group Box 66 3 4 Changing Company Business Hours 220 68 3 5 Changing Company Holidays _ eeeeee 70 3 6 Changing the Greeting Played by a Routing Box 72 3 7 Changing the Routing in a Routing Box 74 2 Comdial Mar 03 Corporate Office Supervisor List of Figures Structure of Supervisor MENUS 00 0 0 eee eeeseeeceeeecenneeeeeeeeesneeeeeaeeseeeeeeenaeeeeeas 13 Corporate Office System Menus oooomcccccccnnoncccnnonnnonnn cnn non nc nana no rnnn conan rra 30 Mail Box Screen Page 1 ow eeeecceeeeeeeseeeeeenneeceeeeeeenneeeeseeeseaeeesneeeeenaeeeeeas 32 Mail Box Screen Page 1 Call Transfers cccccceceeeeeeeeeseeeeeeeeeeeeneeeees 37 Mail Box Screen Page 2 Pager Notification 0 00 eeeeeeeeseeeeeeeeeeneeeeens 42 Mail Box Screen Page 2 Greeting RECOrdiNg ce eeeeeeeeeeeeeeeeeeeeenneeeeenes 45 Mail Box Screen Page 2 Message Delivery ec eeeceeeseeceerteeeeeeeenneeeeens 50
30. COMDIAL Corporate Office Supervisor s User Guide Corporate Office Supervisor s User Guide Copyright 2003 Comdial Corporation All rights reserved Unauthorized use of this document is prohibited Comdial Corporation 106 Cattleman Road Sarasota FL 34232 941 554 5000 or 800 266 3425 Notice Comdial reserves the right to make any changes and improvements in the product described in this document at any time and without prior notice Corporate Office is a trademark of Comdial Corporation All other prod uct names are trademarks of their respected owners First Edition March 2003 Printed in the USA i GCA70 392 Mar 03 This Corporate Office Supervisor s User Guide is applicable for the fol lowing system models Product Required Software Version Corporate Office Software versions 8 5 9 and greater GCA70 392 Mar 03 iii Document Revision History Date Affected Pages Change Mar 29 2003 1 86 Original Release GCA70 392 Mar 03 Corporate Office Supervisor TABLE OF CONTENTS Chapter 1 System Supervisor Overview 1 1 What Does Corporate Office Do cee 1 1 1 1 What is an Automated Attendant 0 2 1 1 2 What is Voice Mail oooonoooonccinnnnncccnncacoononrnnennnnzoos 3 1 2 Understanding Supervisor Responsibilities 5 1 2 1 Creating Modifying and Deleting Mailbox Owner MailDOXE A e ie Stace hcan
31. F message waiting lamp Old Oi Fi Help Fe Add F3 Delete F4 Select F5 Frev F6 Next FS Next page F10 Exit The Box number field shows the mailbox whose setups you are cur rently viewing Every box has its own unique box number which can range from 1 to 9899 You cannot edit this field To view a different box press F4 select a box number F5 previous mailbox or F6 next mailbox If you want to add a new mailbox press F2 add The box number is the number an outside caller dials to reach the mailbox owner The system looks inside the mailbox specified for the owner s extension number and transfers the call to that number The mailbox number can be the same as its owner s extension number or it can be different For example an arbitrary range of mailbox numbers 5100 through 5109 can transfer calls to extensions 20 through 29 Vly HINT Vly NES Ae For setup and system maintenance ease I N create mailboxes with numbers that match the extensions to which they transfer calls 32 Comdial Mar 03 Corporate Office Supervisor The FIRST NAME field contains the first name of the individual to which the mailbox is assigned Corporate Office uses this name for record keeping and it appears on the database listing Prior to initiating a transfer in standard operation the system plays the system prompt Please hold while I transfer your call to name inserting the called party s name
32. Group boxes 7 Ha Allowed to receive faxmailt Dial out allowed la Operator Box Day Night E Access to P A Yes When exiting open Mail Box go to box ial Max lines allowed to hold for one box E Digits allowed while holding E While in queue say position in line Try extension E times before going back to caller RESTRICTED NUMBERS Digits Digits Digits Digits Digits Digits Digits Digits Fi Help F5 Previous COS F6 Next COS Fi10 Exit You can limit the number of lines that can simultaneously hold for a mailbox belonging to this class of service For example if you set the Max lines allowed to hold for one box field to 3 and lines 1 3 and 6 are holding for a mailbox subsequent callers are not offered the option to hold Instead they hear the personal greeting recorded for the box so they can leave a message try another extension etc The default setting is 2 Note If you want to disable the call queuing feature for the class of service set this field to 0 While callers are in the queue holding for an extension they can press a digit to leave the queue and process the call differently By default the options open to the caller are the same as those available when the caller hears the personal greeting If you would like to leave a message press 1 To try another extension press 3 or to speak with 62 Comdial Mar 03 Corporate Office Supervisor an operator press 0 If you w
33. Service Lunch Service and Night Service Each service mode is assigned a specific time segment of the day Calls received within a mode s time segment are routed to a particular box which plays a particular greeting Many systems for instance have calls route to a 6 Comdial Mar 03 Corporate Office Supervisor different box that plays an Office Closed greeting during the Night Service hours Occasionally you may need to force Corporate Office to temporarily process calls according to a service mode that is other than the current mode to extend the Lunch hour mode for example You can only temporarily change the service mode by calling into the system over the telephone 1 2 6 CHANGING DESIGNATED COMPANY BUSINESS HOURS You may need to permanently change the hours associated with the Day Service Lunch Service and Night Service modes If for example your company extends its business hours from 5 00 PM to 6 00 PM during a particular time of the year you may need to extend the Day Service hours during which the system routes calls to a box that plays an Office Open greeting to last until 6 00 PM To permanently adjust the business hours you must use the Corporate Office PC to access the Business Hours screen 1 2 7 CHANGING DESIGNATED COMPANY HOLIDAYS Up to 20 holiday dates can be defined on the system On each holiday calls can be routed to a special routing box in which you can record a specific holiday greeti
34. Technician for information on completing this field The owner of a mailbox can call in and remotely change the first message notification number but cannot indicate special characters 50 Comdial Mar 03 Corporate Office Supervisor The Repeat field indicates the number of successful attempts that the system is to make to each telephone number A successful attempt is generally defined as one where the system has seized an available line port dialed the number and did not detect an answer If the call is not successful for example the called number was busy the system automatically re tries every few seconds up to twenty times The Interval field indicates the interval in minutes between calls to this number and or the interval before proceeding to the next call number sequence The Schedule field indicates when the system is to deliver messages to this number The options are as follows Schedule Result Always Pager notification is available at all times Day service Pager notification is available only during Day Service as defined on the BUSINESS HOURS screen Night service Pager notification is available only during Night Service as defined on the BUSINESS HOURS screen Schedule A B Pager notification is available only during the C or D schedule as defined on the MAIL BOX Page 3 screen The Run this cycle X times field indicates the number of times the system is to run the messag
35. able only during Day Service as defined on the Business Hours screen Night service Pager notification is available only during Night Service as defined on the Business Hours screen Schedule A B Pager notification is available only during the C or D schedule as defined on the MAIL BOX Page 3 screen Use the Enabled field to turn the service on or off from the key board If this field says Yes the pager feature for this mailbox is cur rently on If this field says No the pager feature is off Note that the mailbox owner also can call in and remotely turn the pager notifi cation service on or off Setting this field off overrides the call schedule set in the previous field 44 Comdial Mar 03 Corporate Office Supervisor 3 1 3 SETTING UP MAILBOX GREETING RECORDING Corporate Office allows you to set up the greeting and recording options per mailbox owner To do so access the Mailbox screen for the mailbox owner s mailbox number Then press F9 to advance to MAIL BOX Page 2 Figure 3 5 Mail Box Screen Page 2 Greeting Recording MAIL BOX Page 2 Box number Gj First Name P Last PAGER NUMBER Pager type Times to call Mins between calls Schedule Enabled After playing greeting If caller chooses other options MA box T After leaving message UA AA box hai If call is via D 1 D play greeting in language uto foruard NEW
36. ant to restrict the caller to fewer choices while in the queue use the Digits allowed while holding field to specify which digits are allowed All other digits are ignored by the system while the caller is in the queue For example if you enter 13 in this field the only options available to the caller are 1 To leave a message 3 To try another extension While callers are in the queue and holding for an extension Corporate Office can keep them informed on the progress of their call If you enter Yes in the While in queue say position in line field the system announces to the caller That extension is still busy You are number in line If you would prefer to leave a message press 1 or to speak with an operator press 0 If you enter No in this field the system says That extension is still busy If you would prefer to leave a message press 1 or to speak with an operator press 0 The default setting is No The Try extension X times before going back to caller field applies only if the Max lines allowed to hold for one box field is greater than 0 If the caller chooses to hold the system plays a series of hold prompts to the caller these are typically music or commer cials At the end of each hold prompt the system tries the extension again If it is busy the system plays the next hold prompt to the caller After the defined number of hold prompts have been played the system goes back to the calle
37. as not yet listened to 1t Once the owner has lis tened to the message it becomes an old message A mailbox can hold a maximum of 200 messages The Old field indicates the number of old messages in the mailbox and is a read only field you cannot change it Once the owner has listened to and or saved a message it becomes an old message A mailbox can hold a maximum of 200 messages 3 1 1 SETTING UP CALL TRANSFERS Corporate Office provides you with the capability to set up call transfers per mailbox owner To do so access the Mailbox screen for the mailbox owner s mailbox number Figure 3 3 Mail Box Screen Page 1 Call Transfers MAIL BOX Page 1 Box number FIRST NAME TIE Last CE CALL TRANSFER INFORMATION PERSONAL DATA Passuord 10 Name recorded lo Greeting recorded ji Transfer type Rings to answer Use 3 way calling Get caller s name Record conversation Currently enabled Transfer schedule PRIVILEGES Class of service y Restricted Client of Sequence to turn ON message waiting lamp Neu Oa Sequence to turn OFF message waiting Lamp Old Oi Fi Help Fe Add F3 Delete F4 Select FS Prev F6 Next F9 Next page F10 Exit Mar 03 Comdial 37 Using the PC to Perform Supervisor Functions The call transfer fields are located in the left part of the menu under CALL TRANSFER INFORMATION When the system routes a call to the mailbox it transfers the call to the n
38. box Use this field to indicate whether the corresponding list below the field is available to the mailbox owner The fields below the Enabled field contain the mailboxes currently included as part of the distribution list Only mailboxes can be members of a personal distribution list you cannot include a group box on the list 54 Comdial Mar 03 Corporate Office Supervisor 3 2 Controlling Mailbox Owner Access to Features Each mailbox on the system is assigned a class of service The class of service assigned to the box dictates which system features the mailbox owners have access to and how they can use those features To control a mailbox owner s or a group of mailbox owners access to certain system features modify the class of service assigned to the mailbox Keep in mind that the class of service modifications you make affect all mailboxes assigned that class of service There are eight classes of services 0 through 7 that you can set up and then apply to mailboxes on the system Two of them are pre con figured on the system Class of service 0 is assigned by default to the prototype mailbox 9994 which serves as a template for every mailbox that you create on the system Class of service 7 is assigned supervisor mailbox privileges by default You can view and change the class of service number assigned to a mailbox by accessing the Mailbox screen for the mailbox For further details on changing a mailbox set
39. e say position in line Try extension E times before going back to caller RESTRICTED NUMBERS Digits Digits Digits Digits Digits Digits Digits Digits Fi Help F5 Previous COS F6 Next COS Fi0 Exit The Class of service number field shows the current class of service To move to the next class of service number press F6 To move to the previous class of service number press F5 Once you assign a class of service to a mailbox the mailbox inherits all the privileges and restrictions defined in the class of service Use the CLASS OF SERVICE NAME field to give the class of service a meaningful name This helps remind you of the purpose for the class of service Sample names include Supervisors Mailbox Owners etc 56 Comdial Mar 03 Corporate Office Supervisor 3 2 1 CONTROLLING GREETINGS To control how many greetings are allowed for a particular class of service access the CLASS OF SERVICE screen for that class of service The greetings fields are located in the upper section of the menu Figure 3 11 Class of Service Screen Controlling Greetings CLASS OF SERVICE Class of service number J CLASS OF SERVICE NAME Maximum number of greetings i Maximum greeting length secs Maximum number of messages Maximum message length secs g0 uto delete OLD messages from system after EN days Auto delete NEW messages from system after days Supervisor status 7 lo Play menu afte
40. e at which this schedule begins on the day Time is indicated in 24 hour format for example 8 00 PM is specified as 20 00 The End field indicates the time at which this schedule ends on the day Time is indicated in 24 hour format for example 8 00 PM is specified as 20 00 Note If you want the schedule to be active all day enter 00 00 for the Begin time and 24 00 for the End time 52 Comdial Mar 03 Corporate Office Supervisor 3 1 6 SETTING UP THE HOTEL FEATURE Corporate Office allows you to set up the hotel feature per mailbox owner To do so access the Mailbox screen for the mailbox owner s mailbox number Then press F9 three times to advance to MAIL BOX Page 4 Figure 3 8 Mail Box Screen Page 4 Hotel Hotel guest privi aa i only WAKE UP TIME Currently scheduled EY MAIL BOX Page 4 Box number First Name SS Ls E PERSONAL DISTRIBUTION LISTS Enabled ES Enabled Enabled ES Enabled Members l Members HUNN Members i Members i A A A Help F2 Add F3 Delete F Select Fo Prev Fo Next F9 Next page F10 Exit The hotel fields are located in the upper section of the menu If you enter Yes in the Hotel guest privileges only field the system restricts the options available to the mailbox When the mailbox owner opens the mailbox the only options are listening to messages or scheduling a wake up call The WAKE UP TIME field displays the time the system places a
41. e delivery sequence Once the system calls every number listed it has run the message delivery sequence one time A mailbox owner can call in remotely and turn the message delivery feature on or off or change the first number to be called The other telephone numbers if in use cannot be changed remotely Mar 03 Comdial 51 Using the PC to Perform Supervisor Functions 3 1 5 SETTING UP SCHEDULES Corporate Office allows you to set up schedules per mailbox owner These schedules can then be used to allow or disallow certain func tions such as call transfers pager notifications message delivery etc To set up the schedules access the Mailbox screen for the mailbox owner s mailbox number Then press F9 twice to advance to MAIL BOX Page 3 Figure 3 7 Mail Box Screen Page 3 MATL BOR Page 3 Box number JUNY First Name PETTICIM Last FER 7 ss SCHEDULE A SCHEDULE B Start SUN Sun RL Mon Mon BBL Tue Tue E Wed Wed Thu Thu Fri Fris Sat Sat SCHEDULE SCHEDULE D Sun Sun Mon Mon Tue Tue Wed Wed Thu Thu Eris Fri Sat Sat The four schedules A B C and D can be applied to any of four fea tures call transfer pager notification automatic forwarding of new messages and message delivery The feature or features assigned to a schedule operate only between the Start and End times for the days specified The Start field indicates the tim
42. ed ivi Eaa 5 1 2 2 Creating and Maintaining Group Distribution Lists 5 1 2 3 Issuing Broadcast Messages ooccccccococcccccccccccnnnnnns 6 1 2 4 Disabling Ports and Re enabling Ports 6 1 2 5 Temporarily Forcing the System into Day Lunch or Night Service Mode n se 6 1 2 6 Changing Designated Company Business Hours 7 1 2 7 Changing Designated Company Holidays 7 1 2 8 Changing the Greeting Played by a Routing Box 8 1 2 9 Changing the Routing in a Routing Box 8 1 2 10 Controlling Mailbox Owner Access to System Features miii 9 Chapter 2 Using the Telephone to Perform Supervisor Functions 2 1 Creating Changing or Deleting a Mailbox 14 2 2 Creating a Broadcast Message eeeeeee 19 2 3 Disabling or Re Enabling a Pott eeee 20 2 4 Temporarily Forcing the System into Day Lunch or Night Service Mode 222 2 cccecccceseeeeeteteeeneedeeeeeeenees 21 Mar 03 Comdial 1 Contents 2 5 Changing the Greeting Played by a Routing Box 22 2 6 Changing the Single Digit Call Routing in a Routing A detec ens eee le aet AN 25 Chapter 3 Using the PC to Perform Supervisor Functions 3 1 Creating Changing or Deleting a Mailbox 31 3 1 1 Setting up Call Transfers 2 c ceeeeeeee 37 3 1 2 Setting up Pager Notification eee 42 3 1 3 Setting up Mailbox Greeting Recording 45
43. eld 76 O Old field 37 Operator box Day field 61 Operator box Night field 61 84 Comdial Mar 03 Corporate Office Supervisor Owner field 74 P pager notification 42 PAGER NUMBER field 43 Pager type area 43 Password field 33 PERSONAL DATA 33 Play menu after greeting field 58 port disabling 20 port re enabling 20 ports 6 PRIVILEGES 36 R Record Conversation field 41 re enabling a port 20 Repeat field 51 responsibilities supervisor 5 Restricted Client of field 36 restricting calls 64 Rings to answer field 40 Route the call based on 77 routing box changing greeting 72 routing box changing routing 8 74 Run this cycle X times field 51 S Schedule field 44 49 51 schedules 52 Screen the call transfer type 39 Sequence to Turn ON OFF Message Waiting Lamp fields 37 setting up call transfers 37 distribution lists 54 hotel feature 53 mailbox greeting recording 45 message delivery 50 pager notification 42 schedules 52 Start field 52 supervisor functions 29 supervisor functions programming by phone 11 supervisor functions using PC 29 supervisor responsibilities 5 Supervisor status field 60 system features controlling mailbox owner access to 9 system supervisor tasks 1 T Times to call field 43 To field 40 Transfer Schedule field 41 Transfer type field 38 Try extension X times before going back to caller field 63 U Use 3 way calling
44. ent message notification setup then tells you the notification options Press 1 if you would like to change the number Press to turn this feature on or off or Press if you are satisfied Follow the prompts to complete the procedure 12 To change the pager feature press 6 Note Each mailbox owner can also log into the mailbox and complete this task this does not need to be performed by a system supervisor The system voices a prompt identifying the current pager set up then voices the paging options Press 1 if you would like to change the number Press to turn this feature on or off or Press if you are satisfied Mar 03 Comdial 17 Using the Telephone to Perform Supervisor Functions Follow the prompts to complete the procedure 13 To review messages scheduled for future delivery press 7 Note Each mailbox owner can also log into the mailbox and complete this task this does not need to be performed by a system supervisor The system identifies any message scheduled for future deliv ery then lists your options To Listen to the Message Press 1 To Hear the Next Message scheduled for future delivery Press 2 To Cancel the Message Press 4 To Exit Press Follow the prompts to complete the procedure 18 Comdial Mar 03 Corporate Office Supervisor 2 2 Creating a Broadcast Message A broadcast message is heard by all mai
45. enters an invalid digit the system says That was not a valid entry and goes to the box specified in the If invalid digit dialed go to box field By default the system re plays the same Routing box greeting You may choose to specify another routing box that offers similar options but provides additional helpful infor mation to the caller The If invalid digit dialed go to box field is only used if the routing is set up based on Digit Dialed and either e The caller dials a single digit but the Destination For Digit field is blank for that digit e The caller dials a sequence of digits but there is no box number corresponding to the dialed The Route the call based on area allows you to specify how you want Corporate Office to route a call to this box There are five tech niques you can use to route calls based on e The digit s dialed by the caller The call s sequence number first call goes to box number second call goes to box number etc The day of week Sunday Monday etc the call is received e The results of a database lookup or e Whether the system is in Day Service Lunch Service or Night Service or whether the call is received on a defined holiday Mar 03 Comdial 77 Using the PC to Perform Supervisor Functions If you select the Digit dialed option callers can press a key at any time to make a selection from the menu or they can dial a mailbox directly while the system
46. f service to receive FaxMail enter Yes Enter No 1f you do not want callers to be able to send fax documents into these mailboxes The default setting is No When a caller is listening to a mailbox greeting one of the options is to dial zero to reach an operator Use the Operator box Day and the Night fields to tell Corporate Office where to route the call if the caller dials zero The default setting is 888 When mailbox owners have logged in to their boxes have concluded listening to messages changing options etc and have elected to exit from the Main Menu the When exiting open Mail box go to box field tells the system where to send the call Retain the default setting in this field as 821 Mar 03 Comdial 61 Using the PC to Perform Supervisor Functions 3 2 3 CONTROLLING CALL HOLDS To control the call holding allowed for a particular class of service access the CLASS OF SERVICE screen for that class of service The call hold fields are located in the lower section of the menu Figure 3 13 Class of Service Screen Controlling Call Holds CLASS OF SERVICE Class of service number J CLASS OF SERVICE NAME Maximum number of greetings i Maximum greeting length secs Maximum number of messages Maximum message length secs g0 fiuto delete OLD messages from system after EN days Auto delete NEW messages from system after days Supervisor status 7 lo Play menu after greeting ficcess to
47. he Options menu press To Replay the Greeting Press 1 To Re record the Greeting Press 2 To Delete the Greeting Press 3 To Choose a New Greeting Press 5 To Exit Press 6 When prompted enter the number of the greeting you want to create or change 7 When prompted press to confirm the number you entered or press if the number you entered was incorrect Once you press 1 to confirm the system gives you options that relate to the currently active greeting If you want to re record the greet ing first press to replay it By replaying the greeting you can e be sure you are re recording the greeting you intended to modify and note all the call routing options that are currently provided in the greeting so you can make sure the same routing options are available in the new greeting for example Press 2 for Sales If you need to change the call routing options single digit see Section 2 6 Changing the Single Digit Call Routing in a Routing Box Next to re record the greeting press 2 The system prompts you to enter the number of the greeting you want to re record Enter the greeting number 0 through 9 Then follow the prompts to complete the procedure 24 Comdial Mar 03 Corporate Office Supervisor 8 To choose a new greeting to play as the currently active greet ing press 5 The system prompts you to enter the number of the greeting you would like to activate or
48. he routing box number A box number can be any number between 1 and 9969 boxes 9970 9999 and 0 are reserved for the system You cannot change the box number field To view a new box press F6 to view the next sequential routing box press F5 to view the previous routing box To add a new Routing box press F2 Destination for digit 1 Ul a oN Swoon mh The Box name field contains the name assigned to the routing box The name appears on the database listing and is used for record keeping Mar 03 Comdial 75 Using the PC to Perform Supervisor Functions If you want the system to announce the current time after it plays the routing box greeting insert the word Time inside brackets before the box name for example if the box name is New Products change it to Time New Products If you want the system to play the current date insert Date before the box name A single routing box can play the time or the date but not both By connecting two routing boxes together however you can play both the time and the date to the caller Ask your Corporate Office System Technician if you would like more information on how to do this While Corporate Office is playing the greeting for the routing box it also listens for the caller to enter a digit If the system gets to the end of the greeting without detecting a digit from the caller it waits the amount of time specified in the wait X seconds for a digit field If no digit
49. hile holding field 63 Mar 03 Comdial 83 Index Digits field 65 disabling a port 20 disabling ports and re enabling ports 6 distribution lists 54 E Enabled field 44 54 enabling ports 6 End field 52 F FIRST NAME field 33 forcing system modes 6 functionality 1 G Get caller s name field 41 Greeting recorded field 35 73 greeting routing box 72 greetings 57 group distribution lists 5 H holding calls 62 holidays 70 hotel feature 53 Hotel guest privileges only field 53 If call is via D LD play greeting in language field 48 If caller chooses other options field 47 If invalid digit dialed go to box field 77 If no digits dialed field 76 Interval field 51 issuing broadcast messages 6 L Last field 33 List of members field 68 lunch mode 6 lunch mode forcing 21 mailbox greeting 45 mailbox owner access 55 mailbox recording 45 maintaining group distribution lists 5 Max lines allowed to hold for one box field 62 Max message time field 68 Maximum greeting length field 58 Maximum message length secs field 59 Maximum number of greetings field 57 Maximum number of messages field 59 message delivery 50 messages 59 Mins between calls field 43 N Name recorded field 34 67 New field 37 night service mode 6 No transfer transfer type 38 Number of messages field 67 Number of seconds to wait for a digit field 76 Number of times to play the greeting fi
50. ialing the number and monitoring the line If the mailbox owner answers it gives the owner the following screening options Screening Options Press To 1 accept the call 2 play the currently active greeting 3 transfer this caller to the number in the transfer To field 4 select one of the personal greetings number 0 9 5 enter an extension number where mailbox owners want Corporate Office to transfer the caller 6 accept the call Corporate Office remains connected and records the conversation as a message in the mailbox owner s mailbox If the receiving line is busy or does not answer Corporate Office pulls the call back and offers options to the caller hold leave message call another extension etc Wait for ring Corporate Office transfers the call by dialing the number and monitoring the line If Corporate Office detects a ring it releases the call If Corporate Office detects a busy signal it pulls the call back and offers options to the caller hold leave message call another extension etc For example mailbox owners may use this option when they want all their calls to end up at their cell phone or home phone and routed to their cell phone mailbox or home answering machine instead of their Corporate Office mailbox AND they want Corporate Office to make sure the line is not busy before releasing the call Mar 03 Comdial 39 Using the PC to Perform Supervi
51. ibilities You can perform most administrative functions over the telephone by simply calling into the system and logging into a supervisor mailbox Other functions however must be performed from the Corporate Office PC because they require you to make adjustments to fields on Corporate Office program screens 1 2 1 CREATING MODIFYING AND DELETING MAILBOX OWNER MAILBOXES All employees are assigned a mailbox in the system They can use Corporate Office to record voice mail messages in a mailbox or to forward calls to other phones or extension numbers As employees join and leave the company you must create or delete their associated mailboxes If employees need to access certain system features changes you may need to modify their mailboxes You must also modify mailboxes when employees want to change numbers the system uses with its message delivery and pager notification features While you can perform most modifications by calling into the system over the telephone certain modifications require you to use the Cor porate Office PC such as modifying the second through fifth phone or pager numbers for message delivery 1 2 2 CREATING AND MAINTAINING GROUP DISTRIBUTION LISTS Group distribution lists provide mailbox owners an easy way to send one message they record to multiple individuals without specifying each individual recipient s extension Though mailbox owners can set up one to four personal distribution lists specif
52. ic to their needs many organizations also set up group distribution lists that can be used by all company employees A group list a company maintains Mar 03 Comdial 5 System Supervisor Overview may contain for example the names of all company employees of all employees in a particular department of all employees that work a specified shift etc You must update these group distribution lists as employees join or leave your organization You must create and maintain group distribution lists using the Cor porate Office PC you cannot call into the system over the telephone to create modify them 1 2 3 ISSUING BROADCAST MESSAGES The broadcast message feature allows you to easily distribute infor mational messages to all mailboxes on the system Only a system supervisor has access to this feature You must issue broadcast messages by calling into the system over the telephone 1 2 4 DISABLING PORTS AND RE ENABLING PORTS Should a telephone line or port be malfunctioning the Corporate Office system technician may ask you to disable the line until it can be serviced You can only disable ports by calling into the system over the tele phone 1 2 5 TEMPORARILY FORCING THE SYSTEM INTO DAY LUNCH OR NIGHT SERVICE MODE Corporate Office can be set up to play different greetings and to process calls differently according to the time of day each call is received Three different modes can be set up on the system Day
53. ilbox owner can pre record is specified in the class of service assigned to the mailbox By calling in from any telephone and opening their mailboxes mailbox users can record their greetings or select one of their pre recorded greetings as their active greeting the greeting played to callers Mar 03 Comdial 35 Using the PC to Perform Supervisor Functions When you bring the cursor into the Greeting recorded field a menu appears offering the options to play delete copy or record the greeting By selecting Record you can record the greeting via the telephone line connected to the voice processing board To record the greeting select record press Enter and call in to voice mail line 1 When the system answers select record and speak the greeting To end the recording press Enter again To hear the recorded greeting select Play Next set up the PRIVILEGES for this mailbox owner This Class of Service field allows you to assign a class of service to the current mailbox A class of service is a set of privileges that are assigned to the mailbox owner There are eight classes of service available numbered 0 through 7 For example suppose you use class of service 7 for supervisor privi leges You would assign this class of service only to mailboxes whose owners are to be provided access to the supervisor menu func tions Suppose you assign class of service 1 to mailboxes that are issued to temporary employees As such y
54. ilbox password the mailbox owner can also perform this function by logging into the mailbox e change the call transfer pager and message notification numbers the mailbox owner can also perform this function by logging into the mailbox or suspend a mailbox making it inaccessible to the mailbox owner and restore access to a suspended mailbox To create modify or delete a mailbox over the telephone perform the following steps 1 From the Supervisors menu press for Mailbox Administra tion 2 When prompted enter the number of the mailbox you want to add modify or delete The system repeats the number back to you 3 When prompted press to confirm the number or press if the number you entered was incorrect Once you confirm the system tells you the Mailbox menu options Mailbox Menu To Add Press 1 To Delete Press 2 To Modify Press 3 To Suspend Press 4 14 Comdial Mar 03 Corporate Office Supervisor Mailbox Menu To Restore Press 5 To Reset Press 6 To Exit Press 4 To add a new the mailbox to the system press 7 The system adds the new mailbox to the mailbox database All default settings in the mailbox are set to the default parameters set tings specified in prototype mailbox 9994 The default pass word for the mailbox is the same as the mailbox number 5 To delete the mailbox from the system press 2 The system deletes the mailbox from the
55. in dial This entry is required since the direct in dial digits are received before the system is able to ask callers which language they want to use Consult your Corporate Office System Technician for information on completing this field 48 Comdial Mar 03 Corporate Office Supervisor If a message has been in a mailbox for the number of hours specified in the Auto forward NEW messages to box X after X hours field and has not yet been listened to by the owner the system forwards the message to another mailbox or to a group box To disable the auto forward feature leave this field blank Note When the system auto matically forwards a message in this way it deletes the original copy from the original mailbox When a mailbox receives a message that the system has auto forwarded the system informs the mailbox owner by saying This message was automatically forwarded from name of original recipient You can specify when you want the system to automatically forward new messages in the Schedule field Your options include the fol lowing Schedule Result Always Pager notification is available at all times Day service Pager notification is available only during Day Service as defined on the Business Hours screen Night service Pager notification is available only during Night Service as defined on the Business Hours screen Schedule A Pager notification is available only during the B C or D
56. in the mailbox s assigned class of service The mailbox s assigned class of service defines the features and options to which the mailbox owner is per mitted access Consult with the technician who installed the Cor porate Office system for a list of which mailboxes have been assigned supervisor privileges To log into a supervisor mailbox from the telephone and access supervisor functions perform the following steps 1 From a telephone call into voice mail and log into a supervisor mailbox The system voices the Main Menu To listen to your messages press 1 To send a message press 2 To change your options press 3 2 To access the Supervisor menu press 6 the system does not voice this option Next the system voices the Supervisor menu options Supervisor Menu For Mailbox Administration Press 1 For Routing box Administration Press 2 For Question box Administration Press 3 For Port Administration Press 4 To Change the System Broadcast Message Press 5 To Change the voice mail Day Night Service Press 6 To Change the System Time Press 7 Mar 03 Comdial 11 Using the Telephone to Perform Supervisor Functions Supervisor Menu To Change the System Date Press 8 To Modify System Parameters Press 9 To Perform First Time Setup Press 0 To Exit Press The following illustration shows the structure of the Supervisor menus
57. ions press F70 to save the changes Figure 3 15 Group Box Screen GROUP BOR Box number LEN BOX MAME O aa Name recorded Number of messages J Max __Maxmessese time WEB O OZ O O O Y Y time 1 List efmebers s of members The Box number field displays the group box number A box number can be any number between and 9899 boxes 9900 9999 are reserved for the system You cannot change the box number on the screen To move to the next group box number press F6 Next To move to the previous group box number press F5 Prev To create a new group box press F2 New The Name recorded field identifies whether the name of the group box has been recorded The system plays the name as soon as a caller elects to send a message to the group box When you bring the cursor into this field a menu appears offering the option to play delete copy or record the name By selecting Record you can record the name via a telephone line connected to the voice processing board To record the name select Record press Enter and call into voice mail line 1 When voice mail answers press the Return key then select Record and speak the name To end the recording press Enter again To hear the recording select Play The Number of messages field cannot be changed from the key board It indicates the number of messages in the group box Mar 03 Comdial 67 Using the PC to Perform Supe
58. iteria such as the time of day or day of week on which the call is received the order in which the call is received etc Use caution when changing the routing boxes set up on your system by your Corporate Office System Technician If you have any ques tions contact that technician proir to making changes And if you do change the call routing set up you must update the routing box greeting to relay new instructions to the caller See Section 3 6 Changing the Greeting Played by a Routing Box for futher details 74 Comdial Mar 03 Corporate Office Supervisor To modify call routing perform the following steps 1 From the Main menu select Box Information The Box Infor mation menu displays 2 Highlight Routing Box from the Boxes menu then press Enter 3 Enter the box number you want to modify then press Enter The box s setup screen displays 4 Adjust the routing using the ROUTING BOX screen When you have made necessary modifications press F10 to save your changes Figure 3 19 Routing Box Screen Changing Routing ROUTING BOX Box number Qj BOX NAME E Greeting recorded EY Ouner Number of times to play the greeting 1 Number of seconds to wait for a digit 1 If no digits dialed box Fa If invalid digit dialed go to box ii Route the call based on JERR RESTS When digit received wait for more digits ES i SEEN H SERA i Voice MI HH The Box number field displays t
59. lbox owners when they open their mailboxes The broadcast message can only be recorded by a mailbox owner with supervisor privileges This type of message is different from any other message in the system in the following ways e The broadcast message does not activate any mailbox notification services message waiting lamps pagers etc The mailbox owner s new and old message counts are not affected by a broadcast message The broadcast message is sent to all mailboxes It is not possible to select which mailboxes are to receive the broadcast message Once you record a broadcast message the system plays it to all mailbox owners the next time they open their mailboxes The system plays the message only one time to mailbox owners The next time owners log in to their mailboxes the system does not repeat the broadcast message Note If you record a broadcast message each new mailbox that you later create will receive that broadcast message To prevent newly created mailboxes from receiving a currently recorded broadcast message you must first delete the broadcast message before creating the new mailboxes To issue a broadcast message perform the following steps 1 From the Supervisors menu press 5 for System Broadcast Mes sage The system voices the following options To Hear the Current Broadcast Message Press 1 To Re record the Broadcast Message Press 2 To Delete the Broadcast Message Press 3 To Exit Press
60. leted whether or not the mailbox owner has listened to them The Supervisor status field defines whether mailboxes belonging to this class of service should have supervisor privileges A super visor can perform certain actions not available to regular mailbox owners For example a supervisor can add a mailbox or delete a mailbox by calling in from any telephone The default setting in class of service 0 is No and in class of service 7 is Yes By entering Yes in the Access to Group boxes field you allow mailbox owners assigned this class of service to access all group boxes set up on the system If you enter No the mailbox owners in this class of service will not be able to access any group boxes The default setting is Yes 60 Comdial Mar 03 Corporate Office Supervisor The Dial out allowed field indicates whether the owner of a mailbox belonging to this class of service is allowed to place out going calls from the mailbox The default setting is No When a caller is listening to a mailbox owner s greeting one of the features the system offers is the option to have the call announced over the P A system Use the Access to P A field to allow or deny access to the P A feature for callers to mailboxes belonging to this class of service The default setting is Yes The Allowed to receive faxmail field applies only if your system has the optional FaxMail module installed If you want to allow mailboxes in this class o
61. ly If you enter Yes in this field Cor porate Office remains on the line after completing the transfer records the conversation and stores it as a message the mailbox owner s mailbox Use the Currently enabled field to turn the call transfer service on or off Mailbox owners can also call in and remotely change their call transfer setup If you enter Yes in this field the system transfers calls to the specified number If you enter No in this field the system does not transfer calls but takes messages instead The Transfer Schedule field allows you to specify when calls are transferred for the mailbox Note If the mailbox transfer type is set to No transfer or if the Currently enabled field is set to No the system does not transfer calls no matter what you enter in this field instead it plays the greeting and takes a message Mar 03 Comdial 41 Using the PC to Perform Supervisor Functions The schedule options are as follows Schedule Result Always Calls to this mailbox are transferred at all times Day service Calls are transferred only during Day Service as defined in the Business Hours screen Night service Calls are transferred only during Night Service as defined in the Business Hours screen Schedule A B Calls are transferred only during the schedule as C or D defined on the MAIL BOX Page 3 screen 3 1 2 SETTING UP PAGER NOTIFICATION Corporate Office allows you to set up page
62. mailbox database 6 To modify the mailbox on the system press 3 The system tells you the Options Menu choices Options Menu To Record your Name Press 1 To Record your Greeting Press 2 To Change your Password Press 3 To Change your Call Transfer feature Press 4 To Change your Message Notification feature Press 5 To Change your Pager feature Press 6 To Review msgs scheduled for Future Delivery Press 7 To Change your Personal Distribution Lists Press 8 To Retrieve a Message Previously Sent Press To Return to the Main Menu Press 7 To record the mailbox owner s name press 1 Note Each mailbox owner can also log into the mailbox and complete this task this does not need to be performed by a system supervisor Mar 03 Comdial 15 Using the Telephone to Perform Supervisor Functions Once you record the name the system speaks the following prompts To Replay Press 1 To Re record Press 2 To Delete Press 3 To Exit Press Follow the prompts to complete the procedure 8 To record a personal greeting for the mailbox press 2 You can record up to ten personal greetings for the mailbox numbered 0 through 9 Note Each mailbox owner can also log into the mailbox and complete this task this does not need to be per formed by a system supervisor Once you record a greeting the system gives you the following options To Replay the Greeting Press
63. mdial 59 Using the PC to Perform Supervisor Functions The system deletes old messages from mailboxes belonging to this class of service after the number of days you specify in the Auto delete OLD messages from system after X days field An old message is one the mailbox owner has listened to but has not yet deleted If you enter 0 in this field an old message is deleted at mid night on the day the message became old If you enter in this field an old message is deleted at midnight on the day following the day the message became old To disable deletion of old messages enter 99 in this field However do this with caution since accumulating messages may create disk storage problems The default setting is 30 The system deletes new messages from mailboxes belonging to this class of service after the number of days you specify in the Auto delete NEW messages from system after X days field A new message is one the mailbox owner has not yet listened to If you enter 0 in this field a new message is deleted at midnight on the day the message was received If you enter in this field anew message is deleted at midnight on the day following the day the message was received Note Use this field with caution Improper use may cause important messages to be lost To disable the deletion of new messages retain the default setting of 99 in this field Note Ifyou enter a number other than 99 in this field remember that messages are de
64. nds up containing a short blank message You can eliminate these false messages by selecting the Wait for a Digit option rather than Record Immediately If you select the Wait for a digit option the system gives the caller more time to enter a digit Use this option only when the mailbox owner in the personal greeting instructs the caller to choose an option If the caller does not enter a digit the system then takes whatever action is specified in the After Leaving Message field If the caller hangs up while the system is playing the mailbox greeting the system might begin recording a message before it detects that the call has ended When this happens the mailbox ends up containing a short blank message You can eliminate these false messages by selecting the Wait for a Digit option If you select the Page Immediately option the system looks at what type of pager this mailbox is using If the Pager Type field is set to None or the PAGER NUMBER field is blank the system takes whatever action is specified in the After Recording Message field If the Pager Type field is set to Tone the system takes a message and calls the mailbox owner s pager If the Pager Type field is set to Digital the system asks callers to enter their own telephone number then calls the mailbox owner s pager and relays that number no message is taken Note If the Pager Type field is set to Digital and the Pager 46 Comdial Mar 03 Corporate
65. ng From time to time especially from year to year you may need to add modify or delete specified holiday dates You must use the Corporate Office PC to modify the holiday dates You can record holiday greetings over the telephone however Mar 03 Comdial 7 System Supervisor Overview 1 2 8 CHANGING THE GREETING PLAYED BY A ROUTING BOX When a call comes into Corporate Office it is processed by a routing box which plays a greeting to the caller and may offer the caller options on how the call can proceed Press 2 for Sales for example You may need to modify the greeting played by a par ticular routing box For example you may want to customize the greeting played by the routing box that answers calls on a particular holiday Or you may need to add or eliminate a routing option voiced to callers such as Press 5 for Customer Service You may use the Corporate Office PC to modify the holiday dates or you can call in over the telephone 1 2 9 CHANGING THE ROUTING IN A ROUTING BOX At times you may need to add or eliminate a routing option available to callers such as Press 5 for Customer Service Or you may need to modify the box to which the call is routed when callers select the option you may want to send the call to mailbox 399 instead of 395 for example Remember that when you change single digit key routing you must also change the greeting voiced by the routing box as described in
66. nt 2 B Blind transfer type 38 Box name field 75 Box number field 32 67 75 broadcast messages 6 19 business hours 7 68 C Call field 50 call holds 62 call routing 25 Call sequence number routing calls based on 79 call transfers 37 changing a group box 66 changing business hours 7 changing call routing single digit 25 changing company business hours 68 changing company holidays 7 70 changing greeting played by routing box 8 changing routing box greeting 22 changing routing used by routing box 8 Class of Service field 36 CLASS OF SERVICE NAME FIELD 56 Class of service number field 56 company business hours 7 company holidays 7 controlling call holds 62 controlling greetings 57 controlling mailbox owner access to features 55 controlling mailbox owner access to system features 9 controlling messages 59 creating a broadcast message 19 creating a group box 66 creating a mailbox 14 31 creating distribution lists 5 creating mailboxes 5 Currently enabled field 41 Currently Scheduled field 53 D Database lookup routing calls based on 80 Day Night Service routing calls based on 80 day mode 6 day mode forcing 21 Day of week routing calls based on 79 Day service begins ends fields 69 definition voice mail 3 deleting a group box 66 deleting a mailbox 14 31 Destination for digit X field 80 Dial out allowed field 61 Digit dialed routing calls based on 78 Digits allowed w
67. onal digits call routing is not executed as quickly as when this field is set to No 78 Comdial Mar 03 Corporate Office Supervisor If you select the Call sequence number option in the Route the call based on field Corporate Office begins by playing the routing box greeting Once the greeting ends the system immediately routes the call to the box specified in one of the Destination for dialed digits fields in numerical order Call Number First call to this box Box to Which Call is Routed Box specified in the Digit 1 field Box specified in the Digit 2 field Second call to this box Third call to this box Box specified in the Digit 3 field Fourth call to this box Box specified in the Digit 4 field Fifth call to this box Box specified in the Digit 5 field Sixth call to this box Box specified in the Digit 6 field etc etc If the caller dials any digit while the routing box greeting is playing Corporate Office stops the greeting and routes the call in the same manner If you select the Day of week option in the Route the call based on field the system plays the routing box greeting Once the greeting ends the system immediately routes the call to the box specified in the Destination for digit field that corresponds to the day of the week Day Call Received Box to Which Call is Routed Sunday Box specified in the Digit 1 field Monday Box
68. ou could set up class of service to provide its mailboxes with access to only one personal greeting and no other additional privileges Suppose you assign class of service 3 to most average employees You could set up this class of service to provide its mailboxes access to a certain set of features such as call queuing and P A call announce capabilities And you could assign class of service 4 to company executives This class of service could provide all the features allowed for the average employee plus additional features such as specialized call transfers If a valid mailbox number is entered into the Restricted Client of field the system treats this mailbox as a restricted mailbox A restricted mailbox can receive messages only from other mailbox owners and can send messages only to its host mailbox which is the mailbox number entered in this field The restricted mailbox cannot perform any other mailbox functions 36 Comdial Mar 03 Corporate Office Supervisor The Sequence to Turn ON OFF Message Waiting Lamp fields indicate the sequence of digits the system uses to turn on off the message waiting lamp at the extension associated with this mailbox Consult your Corporate Office System Technician for information on the entry that must be made in this field The New field indicates the number of new messages in the mailbox and is a read only field you cannot change it A message is new if the mailbox owner h
69. ption to play delete copy or record the name By selecting record you can record the name via a telephone line connected to the voice processing board To record the name select record press Enter and call into voice mail line 1 When voice mail answers select record and speak the name To end the recording press Enter again To hear the recording select Play Note If there is no name recorded for the mailbox the mailbox is not included in the system directory and the system uses that extension instead of the name in various phrases The Greeting recorded field indicates whether mailbox owners have recorded their own personal greetings The system plays the personal greeting when a caller is routed to the mailbox and any of the following occur The system attempts to transfer the call but the called number does not answer The transfer type is set to No Transfer The transfer bypass feature is used If no personal greeting is recorded the system plays the default greeting prompt Name is not available right now This default greeting prompt can be re recorded to suit a particular application as can every other recorded phrase in the system If neither the name nor the greeting is recorded the system says That extension is not available right now Note that a mailbox can have up to 10 pre recorded greetings num bered 0 9 0 is the default greeting The number of greetings a ma
70. r 801 The Corporate Office technician who set up the system can famil iarize you with modifications that were made to this routing box structure including additional routing boxes that were created Up to 10 different greetings can be recorded and stored in each routing box The following chart is provided for you to note routing box greetings set up on your system Box Greeting Greeting Number 22 Comdial Mar 03 Corporate Office Supervisor Box Greeting Greeting Number To record routing box greetings or change currently active greetings perform the following steps 1 From the Supervisors menu press 2 for routing box administra tion 2 When prompted enter the number of the routing box you want to add modify or delete The system repeats the number back to you 3 When prompted press to confirm the number you entered or press if the number you entered was incorrect Once you confirm the system tells you the routing box administration menu options Routing Box Menu To Add Press 1 To Delete Press 2 To Modify Press 3 To Exit Press 4 To record a greeting for the routing box press 3 The system lists the Options menu Options Menu To Change the Greeting Press 1 To Change the Routing Press 2 Or to Exit Press Mar 03 Comdial 23 Using the Telephone to Perform Supervisor Functions 5 From t
71. r and offers the options to remain on hold try another extension etc This field allows you to specify the number of hold prompts that should be played before the system offers these options to the caller Mar 03 Comdial 63 Using the PC to Perform Supervisor Functions Corporate Office is shipped with only one hold prompt recorded Therefore if you enter 3 in this field a caller queued to a busy station hears this same prompt three times before being offered the options again If you record the second hold prompt 147 the caller hears prompt 146 147 146 again before being offered the options You may record up to 100 different hold prompts which are played in sequence Remember At the end of each hold prompt the system tries the extension again After the system plays the highest number hold prompt recorded it returns to the lowest number after the next try The default setting is 3 Note The time between tries to a busy extension is determined by the length of each hold prompt recorded The prompt supplied with the system prompt 146 is approximately 30 seconds 3 2 4 RESTRICTING CALLS To restrict calls for a particular class of service access the CLASS OF SERVICE screen for that class of service The RESTRICTED NUMBERS fields are located in the lower section of the menu Figure 3 14 Class of Service Screen Restricted Numbers CLASS OF SERVICE Class of service number Y CLASS OF SERVICE NAME Maxim
72. r greeting ficcess to Group boxes 7 a Allowed to receive faxmailt Dial out allowed lo Operator Box Day Night E Access to P A Yes When exiting open Mail Box go to box afal Max lines allowed to hold for one box E Digits allowed while holding E While in queue say position in line Try extension E times before going back to caller RESTRICTED NUMBERS Digits Digits Digits Digits Digits Digits Digits Digits Fi Help F5 Previous COS F6 Next COS F1i0 Exit A mailbox can have up to 10 pre recorded personal greetings The mailbox owner may record these greetings store them in the mailbox and choose the greeting that is to be active at any specific time You may want to offer use of all 10 greetings to users or you may want to restrict them to fewer greetings Use the Maximum number of greetings field to define how many personal greetings users with this class of service should be allowed to record If you set the field to 0 callers who route to a mailbox belonging to this class of service always hear the pre recorded system prompt That extension is not available The default setting is 10 Mar 03 Comdial 57 Using the PC to Perform Supervisor Functions Note that in class of service 7 this field must be set to allow at least 2 greetings Class of service 7 is assigned to mailbox 70 the supervisor mailbox that by default controls the routing boxes on the system Because you usually set
73. r notifications per mailbox owner To do so access the Mailbox screen for the mailbox owner s mailbox number Then press F9 to advance to MAIL BOX Page 2 Figure 3 4 Mail Box Screen Page 2 Pager Notification MAIL BOX Page 2 Box number Gj First Name P Lat PAGER NUMBER Pager type Times to call Mins between calls Schedule j Enabled After playing greeting If caller chooses other options MA A box T After leaving message UA A AA box hai If call is via D 1 D play greeting in language uto foruard NEW msgs to box BN after 3 hours Schedule METE MESSAGE DELIVERY Where and When Repeat Interval Schedule Call z 60 Call E 10 Call E 10 Call E 10 Call E 10 Run this cycle times Currently enabled NEGO 1 Help Fe Add F3 Delete F4 Select FS Prev F6 Next F9 Next page F10 Exit The pager notification fields are located in the upper part of the menu 42 Comdial Mar 03 Corporate Office Supervisor When a caller asks the system to page a mailbox owner the system looks for a free line on which to call the paging service If no lines are free to make the call the system queues the request and re tries every 10 seconds for about 10 minutes Enter the telephone number of the paging service in the PAGER NUMBER field The mailbox owner may change this number remotely Normally access codes for outside lines are not required here
74. rvisor Functions You can limit the length of messages that are sent to this group box To do so enter the lenght in seconds in the Max message time field The List of members fields on the bottom of the Group box menu list the current members of the group box To add a mailbox to the group enter the mailbox number on this list To delete a mailbox from the group move the cursor to the mailbox number to be deleted and delete the number from the field A group box can contain up to 50 members To send messages to groups containing more than 50 mailboxes use one of the following methods e Use the Send to Multiple Mailboxes option to send the message to additional group boxes After selecting the first group box and recording the message press the key for more options From the menu that plays choose option 6 to send the message to several mailboxes or group boxes e Connect a group box to a text file which can contain an unlimited number of members Create a text file in the C VM directory with the name GboxXXXX LST where xxxx is the number of an existing group box Note that if the existing group box number is less than four digits you must include leading zeros before the mailbox number in this filename For example to create an extended member file for group box 601 create a text file named Gbox0601 LST and list each additional mailbox on a separate line in the file do not duplicate members in the group box screen and
75. s are detected before this time has elapsed the system repeats the routing box greeting the number of times specified in the Number of times to play the greeting field In the Number of seconds to wait for a digit field enter the number of seconds you want Corporate Office to wait to detect the first digit from the caller Once the system receives the first digit it either waits for additional digits or immediately routes the call based on the other fields in the routing box The If no digits dialed field allows you to tell Corporate Office what action to take if the caller does not enter any digits within the alloted amount of time Available options include the following Option Action System Takes Go to box Routes the call to another box Enter the new box number in the next field Say goodbye Says Good bye and then hangs up Return Goes back to the previous box that handled this call usually a routing box 76 Comdial Mar 03 Corporate Office Supervisor Note that the absence of a digit may mean that the caller has hung up CAUTION AN If your telephone system does not offer AN consistent and reliable disconnect supervision do not instruct Corporate Office to go back to this same box if no digits are dialed otherwise it might stay in this box continually and not disconnect the call Contact your Corporate Office System Technician if you have any questions Ifthe caller
76. s on January 1 the system routes the call 3 To complete this example you must create routing box 8500 You add routing boxes by accessing the Routing Box screen Press F2 and type 8500 in the window that displays Once you create a routing box you can record a greeting in it in this example a New Year s specific holiday greeting and set up the various routing options as described in Section 3 7 Changing the Routing in a Routing Box Mar 03 Comdial 71 Using the PC to Perform Supervisor Functions 3 6 Changing the Greeting Played by a Routing Box Before modifying any routing box greetings refer to Section 1 2 8 Changing the Greeting Played by a Routing Box and Section 1 2 9 Changing the Routing in a Routing Box for information on the routing box setups on the system and routing box greetings Note that if you use the following procedure to change the greeting in a routing box you must update the routing box call routing structure to relay new instructions to the caller See Section 3 7 Changing the Routing in a Routing Box for more details To modify a Routing box greeting perform the following steps 1 From the Main menu select Box Information The Box Infor mation menu displays 2 Highlight Routing Box from the Boxes menu then press Enter 3 Enter the box number you want to modify then press Enter The box s setup screen displays 72 Comdial Mar 03 Corporate Office Supervisor 4 Adjust
77. s when the units are in seconds If you are not sure if your system uses rings or minutes consult your Corporate Office System Technician The Use 3 way calling field allows three way calling for this mailbox Three way calling is simply a conference call involving three parties where one of the parties is an Corporate Office mailbox If your system is connected directly to a residential R1 line a single 40 Comdial Mar 03 Corporate Office Supervisor business B1 line or multiple business lines assigned to a multi line hunt group it is likely that the call transfer service is not available If it is available do not use three way calling When in doubt consult your Corporate Office System Technician for information on com pleting this field If you enter Yes in the Get caller s name field the system prompts callers for their names before transferring calls if the callers do not speak a name the system transfers the call anyway If the transfer type is set to Screen the call when the called party answers the system prompts I have a call from callers name for mailbox owner s name Press 1 to take the call press 2 if you would like me to take a message If the transfer type is set to Wait for answer when the called party answers the system simply announces the caller s name and connects the call The Record Conversation field is used for Wait for Answer and Screen the Call transfer types on
78. sor Functions The To field contains the number to which Corporate Office transfers incoming calls from the auto attendant menu in most cases this is the extension number If mailbox owners are working in a different location they can specify another extension number or an external phone number instead of their office extensions Mailbox owners can also call in and remotely change the number in this field unless you enclose the number in brackets After logging into a mailbox and selecting the Options menu they are prompted To change your call transfer feature press 4 Valid entries for this field are 0 through 9 and ten special char acters P pulse rotary dialing T tone dialing default comma short pause medium pause 4 commas L long pause 8 commas hook flash F long hook flash N no progress tones must be last character no call in change capability enclose number inside brackets specify line group enclose line group inside brackets Corporate Office ignores all other characters so you can use them for punctuation Note To dial an external number you must enter an E as the first character and then the phone number If the transfer type is Wait for answer or Screen the call the Rings to answer field tells Corporate Office how long to wait for the called party to answer before abandoning the transfer Note Units indi cated are rings except in certain integration
79. sor functions you must be familiar with the basic capabilities and structure of the Cor porate Office system 1 1 What Does Corporate Office Do In its simplest form Corporate Office acts like a telephone recep tionist It answers incoming calls and transfers them to the appro priate extension If the called extension is not available busy or no answer Corporate Office offers to take a message or try an alter native extension Corporate Office functionality includes e Automated attendant features e Voice mail features These two functions work together to provide smooth call coverage at an Corporate Office site Mar 03 Comdial 1 System Supervisor Overview 1 1 1 WHAT IS AN AUTOMATED ATTENDANT The automated attendant features perform the tasks of a live attendant Live Attendant Corporate Office Automated Attendant Answers an incoming call by lifting telephone Answers an incoming call by going off hook Greets the caller with a phrase such as Welcome to XYZ Company Greets the caller by playing a pre recorded greeting such as Welcome to XYZ Company Asks to whom the caller wishes to speak Plays a pre recorded greeting that prompts the caller to either e dial the extension of the party they are trying to reach or e choose from a list of voiced options Listens to the caller s response Listens to the digits dialed by the caller
80. ss to confirm the number you entered or press if the number you entered was incorrect Once you confirm the system tells you the routing box administration menu options Routing Box Menu To Add Press 1 To Delete Press2 To Modify Press 3 To Exit Press 4 To make modifications to the routing box press 3 The system lists your options To Change the Greeting Press 1 To Change the Routing Press 2 To Exit Press 5 To change the routing structure press 2 The system prompts For digits zero through nine please enter the digit or press for special routing options 6 Press the digit for which you want to modify the call routing The system identifies the current call routing set up for the digit 7 When prompted press to change the routing for the digit Then when prompted enter the number of the box to which you now want callers who press the digit to route The system states the new call routing structure 26 Comdial Mar 03 Corporate Office Supervisor Note that you can make special call routing refinements by press ing in step 2 The system announces the following special rout ing options To change the destination for the star digit Press To change the destination for the pound digit Press To change the No Digits Destination Press 1 To change the Invalid Digit Destination Press 2 To change the Voice Detected Destination Press 3
81. ter 00 00 in both the Day service begins and Day service ends fields This places the system in the Night Service mode for that entire day Note All times must be entered in 24 hour format for example enter 8 00 PM as 20 00 Mar 03 Comdial 69 Using the PC to Perform Supervisor Functions If your business is open 24 hours on a particular day enter 00 00 for the Day service begins and 24 00 for Day service ends times If prompts 171 172 and 173 are recorded on the system the initial greeting as defined on the Line Information screen is automatically preceded with the appropriate prompt Prompt 171 Good morning is played from midnight until noon Prompt 172 Good afternoon is played from Noon until the time set in the field Change Good Afternoon to Good Evening At this time prompt 173 Good evening is played until midnight If prompts 171 172 and 173 are not recorded on the system you can ignore this field These prompts are not pre recorded since they should be recorded in the same voice as the initial greetings for best quality and continuity Consult your Corporate Office System Tech nician for information on completing this field 3 5 Changing Company Holidays In addition to answering calls differently during different times of day Corporate Office can answer calls in a special way during various holidays For example on New Year s day your company may be working with a
82. the greeting using the ROUTING BOX screen When you have made necessary modifications press F 0 to save the changes Figure 3 18 Routing Box Screen Changing Greeting ROUTING BOX Box number Qj BOX NAME NS Greeting recorded EY Ouner Number of times to play the greeting il Number of seconds to wait for a digit 1 If no digits dialed box Fa If invalid digit dialed go to box ii Route the call based on JERR RESTS When digit received wait for more digits ES SEEN 4 fo SERA 3 Voice Es HY The Greeting recorded field in the upper left corner identifies whether a greeting has been recorded for this routing box Destination for digit 1 OT A oN Sw oa 05 The greeting is played as soon as a caller is routed to the routing box When you bring the cursor into this field a menu appears offering the option to play delete copy or record the greeting By selecting Record you can record the greeting via a telephone line connected to the voice processing board To record the greeting select Record press Enter and call into voice mail line 1 When voice mail answers select Record and say the greeting To end the recording press Enter again To hear the recording select Play The greeting can also be recorded remotely by the owner of the routing box Note that once a routing box has been assigned an owner the routing box is allowed the same number of greetings as the owner mailbo
83. the text file 3 4 Changing Company Business Hours Corporate Office allows you to set up or change the business hours your company uses including Day Service and Lunch Service By default any period not defined as part of Day Service or Lunch Service is considered part of Night Service mode 68 Comdial Mar 03 Corporate Office Supervisor The system automatically switches between Day Service Night Service and Lunch Service based on the times you enter in these fields See Section 1 2 Understanding Supervisor Responsibilities for more information on how the system uses service modes and the hours you designate To modify the company business hours perform the following steps 1 From the Main menu select System Information The Box Information menu displays 2 Highlight BUSINESS HOURS from the menu then press lt Enter gt The business hours screen displays 3 Modify the business hours on the BUSINESS HOURS screen When you have made necessary modifications press F 0 to save the changes Figure 3 16 Business Hours Screen Screen only demo v8 1 Serial number 1001691056 BUSINESS HOURS Day Day service service ends SUN Mon Tue Wed Thu Fri Sat Change Good afternoon to Good evening Fi Help PgUp Previous field PgDn Next Field Fi0 5ystem Info Menu For each day of the week enter the opening and closing times for the business If the business is closed all day en
84. to a live attendant Live Attendant Attendant listens as the callers dictates their messages writing it down on a piece of paper Corporate Office Voice Mail Corporate Office records the message as the caller speaks Attendant places the message slip in a mailbox belonging to the recipient Corporate Office stores the voice message electronically in the recipient s voice mailbox Attendant dials the code to turn on message waiting lamp on the recipient s telephone Corporate Office dials the code to turn on the message waiting lamp on the recipient s telephone Recipient sees the message waiting lamp is on and retrieves message slips from the message mailbox Recipient sees the message waiting lamp is on and dials Corporate Office to retrieve messages Recipient reads messages left on message slips Corporate Office plays messages recorded by callers in the voice mailbox Mar 03 Comdial System Supervisor Overview Corporate Office is designed using the box concept A box contains a set of instructions that tells the program what to do with a call it is handling By sending calls to different boxes created on the system the system effectively processes calls including playing certain prompts or greetings to callers collecting information and messages from callers and routing calls to certain extensions based on digits dialed by callers When you use the
85. um number of greetings i Maximum greeting length secs Maximum number of messages Maximum message length secs g0 uto delete OLD messages from system after EN days Auto delete NEW messages from system after days Supervisor status 7 lo Play menu after greeting lo ficcess to Group boxes 7 a Allowed to receive faxmailt lo Dial out allowed la Operator Box Day Night iy Access to P A Yes When exiting open Mail Box go to box afal Max lines allowed to hold for one box E Digits allowed while holding E While in queue say position in line Try extension E times before going back to caller RESTRICTED NUMBERS Digits Digits Digits Digits Digits Digits Digits Digits Fi Help F5 Previous COS F6 Next COS F1i0 Exit 64 Comdial Mar 03 Corporate Office Supervisor When mailbox owners call in to change their call transfer number pager number or message notification number you may want to prevent them from changing it to certain numbers such as long dis tance numbers These fields allow you to define digit sequences that Corporate Office blocks on system generated outgoing calls Corporate Office looks at each of these digits fields to determine if any of them match the number entered by the mailbox owner If the number entered by the caller begins with the digits specified in the digits field the system defines the number entered as a match For example if you enter the digits 79
86. umber specified in the Jo field Corporate Office offers several transfer options in the Transfer type field e No transfer Corporate Office does not transfer the call It plays the personal greeting immediately instead of attempting to transfer the call and then playing the greeting Note Ifyou select this option Corporate Office will not ring the mailbox owner extension for incoming calls e Blind Corporate Office transfers the call by dialing the number then dropping out of the call Corporate Office does not wait to determine if there is an answer if the line is busy etc before releasing the call The caller will hear the busy signal or ring no answer or will be routed to the messaging solution for that number For example mailbox owners could use this option if they want all their calls to end up at their cell phone or home phone and routed to their cell phone mailbox or home answering machine instead of their Corporate Office mailbox Wait for answer Corporate Office transfers the call by dialing the number and monitoring the line If Corporate Office detects an answer it performs a blind transfer and drops out of the call If the receiving line is busy or does not answer Corporate Office pulls the call back and offers options to the caller hold leave message call another extension etc 38 Comdial Mar 03 Corporate Office Supervisor e Screen the call Corporate Office transfers the call by d
87. up see Section 3 1 Creating Changing or Deleting a Mailbox To modify the classes of service perform the following 1 From the Main Menu select SYSTEM INFORMATION The Box Information menu displays 2 Highlight Class Of Service from the menu then press Enter The class of service screen displays 3 Make changes to the CLASS OF SERVICE screen to modify classes of service you assign to mailboxes For further details on how to change the setups for a specific mailbox see Section 3 2 2 Controlling Messages through Section 3 2 4 Restricting Calls You can also use the system s help file at any time by pressing Fl Mar 03 Comdial 55 Using the PC to Perform Supervisor Functions 4 When you have made necessary modifications press F10 to save the changes Figure 3 10 Class of Service Screen CLASS OF SERVICE Class of service number Y CLASS OF SERVICE NAME Maximum number of greetings i Maximum greeting length secs Maximum number of messages Maximum message length secs g0 uto delete OLD messages from system after EN days Auto delete NEW messages from system after days Supervisor status 7 lo Play menu after greeting ficcess to Group boxes 7 a Allowed to receive faxmailt Dial out allowed la Operator Box Day Night E Access to P A Yes When exiting open Mail Box go to box afal Max lines allowed to hold for one box E Digits allowed while holding E While in queu
88. with caution as it can allow N unauthorized access to a mailbox If you enclose the password in brackets it cannot be changed remotely by the mailbox owner The Name recorded field indicates whether mailbox owners have recorded their own names The system uses the mailbox owner s name in the following instances When the system initiates a transfer Please hold while I transfer your call to name When the called party is busy Name is busy You are number number in line When the called party does not answer and there is no personal greeting recorded Name is not available right now Ifyou would like to leave a message press 1 When the system calls owners to deliver their new messages message notification Message for name Press 1 ifyou would like to hear your messages When another mailbox owner uses the send message feature to send a message to this box The system plays the name for this box and asks for confirmation Name if this is correct press 1 When callers use the directory feature The system plays each name that matches the letters entered by the caller Name if this is the person you want press 1 When mailbox owners open their mailboxes Name You have number new messages 34 Comdial Mar 03 Corporate Office Supervisor When you bring the cursor into this field a menu appears offering the o
89. x as defined in the mailbox s assigned class of service The greetings are numbered 0 9 Mar 03 Comdial 73 Using the PC to Perform Supervisor Functions Once the system has finished playing the greeting it may optionally play the time or date depending on the contents of the BOX NAME field The Owner field contains the mailbox number of the owner of the routing box The owner has the ability to call in to the system to re record the routing box greeting or select a different active greeting If you do not want to provide this remote administration option or if not more than one greeting is required for the routing box leave this field blank 3 7 Changing the Routing in a Routing Box Corporate Office uses routing boxes to send route calls to boxes throughout the system Typically routing boxes are set up to play an announcement greeting to callers that prompts them to select a single digit choice from a list of options For example You have reached our service department If you are calling to inquire about the status of a repair please press 1 For all other inquiries please press 2 If you need assistance please press 3 When a system set up this way a call is transferred to a certain mailbox when the caller presses 2 during or after the greeting You can control the digit s callers can dial and the route their calls will subsequently take Corporate Office can also route calls based on certain cr

Corporate Office Supervisor`s User Guide

Contents

Download Pdf Manuals

Related Search

Related Contents