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Chapter 5 Auto Attendant

5-1

CHAPTER 5

Auto Attendant

This chapter explains how to set up the Automated Attendant for IM1200.

⋄

Designing Your Auto-Attendant

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Creating Extension Blocks

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Creating Operator/Extension Groups

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Setting Up Voice Channel Parameters

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Designing an AA-Menu

Recording AA-Menu Greetings

Transfer

Options

⋄

Defining Work Schedule

⋄

Defining Holiday Calendar

Summary of Contents for IM 2000

Page 1: ...User Manual IP Enabled Voice Mail System Version 1 2 IM...

Page 2: ...3 2 3 2 3 2 3 2 3 3 3 3 3 4 Chapter 4 Integration with PBX Selecting Your PBX Call Transfer Setting Up IM1200 in Non Supervised Mode In Band DTMF String Busy Time Lag Setting Up IM1200 in Supervised...

Page 3: ...Server Setting Up E mail Account in IM1200 When Are E mails Sent 7 2 7 2 7 2 Chapter 8 User Operations Access Your Personal Mailbox Retrieving Your Messages Sending a Message Editing Your Personal Ma...

Page 4: ...Chapter 1 System Overview 1 1 CHAPTER 1 System Overview This chapter introduces the main features of IM1200 New Generation Voice Mail System Features Auto Attendant Features Voice Messaging Features...

Page 5: ...on Report Keeps track of all system configurations that are incoherent to other settings This is very useful when the administrator is trouble shooting the system configuration Live System Monitoring...

Page 6: ...d message after its delivery Virtual and Multi Tenant Mailboxes Aside from Real mailboxes IM1200 provides Virtual and Multi Tenant mailboxes for messaging only or extension sharing applications Person...

Page 7: ...HAPTER 2 Installing IM1200 This chapter explains the environmental requirements and the installation steps of IM1200 Unpacking IM1200 Environmental Requirements Telephone System Network Environment UM...

Page 8: ...isting telephone system The IM1200 must have access to your network wiring if you plan to access IM1200 through your LAN Local Area Network or WAN Wide Area Network or if you plan to use the Internet...

Page 9: ...he IP address assigned to IM1200 and the network equipment connected to WAN For 4 channel IM1200 open TCP port 1100 and UDP ports 1101 1104 For 8 channel IM1200 open TCP port 1100 and UDP ports 1101 1...

Page 10: ...other system parameters to the factory default Power Indicator The Power Indicator will be lit when the IM1200 has power connected and is turned on Mode Indicator The Mode Indicator will indicate whi...

Page 11: ...s chapter describes the installation and usage of the Voicemail Management Software to set up and manage IM1200 Connecting VMS to IM1200 Installing VMS Turning on IM1200 Logging on IM1200 Using Setup...

Page 12: ...Follow the instruction to finish the installation Turning on IM1200 To turn on the IM1200 for the first time make sure you have all the proper lines connected to the system For the Environment Require...

Page 13: ...d on to IM1200 You can now select and run any operations that are available from the menu You will stay connected for as long as there are actions on the VMS If the VMS stays idle for 5 minutes you wi...

Page 14: ...amming Data will be saved in the local computer available for future references Open The saved Programming Data will be retrieved from the computer and made available for modifications and can be sent...

Page 15: ...elect the folder you want to restore your data from then click OK 3 A new dialog box will appear Press the Start button to start the restore Warning If any of the files being restored cannot be recogn...

Page 16: ...ration of IM1200 and PBX Selecting Your PBX Call Transfer Setting Up IM1200 in Non Supervised Mode In Band DTMF String Busy Time Lag Setting Up IM1200 in Supervised Mode Call Progress Tone Automatic C...

Page 17: ...ttings of your PBX Check with the PBX dealer for the most accurate settings To Select a PBX 1 Click PBX tab A PBX list is displayed after VMS finishes reading data from IM1200 Figure 4 1 2 Choose one...

Page 18: ...de possible if the PBX does not provide any extension status information when calls are transferred There are two things IM1200 can use to monitor the call transfer Call Progress Tone IM1200 monitors...

Page 19: ...pervised Mode For Operator Extension Group function see page 5 3 Select the Transfer Mode you wan to use for your operator extension the rest of the extensions for your business hours and non business...

Page 20: ...k Flash h is the symbol used to represent Second Hook Flash time Extension s Size This is the length number of digits of your PBX s extension Disconnect Signal In cases when the PBX wishes to notify I...

Page 21: ...ait For First Digit This parameter sets the maximum time to wait for the first digit of the In Band DTMF String sent by the PBX to arrive when a call is answered If no digit is received at the end of...

Page 22: ...it of the extension number I Represents this digit should be ignored Table 4 3 Operation Select one of the following operations you want IM1200 to execute when the actual DTMF string from the PBX matc...

Page 23: ...s No Answer To set up Non Supervised Mode using Busy Time Lag 1 Choose System Parameter PBX Parameters 2 Click Edit tab a PBX Parameters dialog page appears 3 Choose the Non Supervised tab 4 Define th...

Page 24: ...4 5 4 Select Call Progress Tone as the Supervised Signal Type 5 Define the following parameters Ringback CPT Ringback CPT may vary depending on the PBX model Ringback CPT is usually composed of 1 rin...

Page 25: ...nd leave Second Low and Second High as 0 if not needed Busy Error CPT Cycle Similar to Ringback CPT Cycle Busy and Error CPT Cycles define how many times the call progress tones should be received bef...

Page 26: ...ce the value it has determined and set for the Busy 1st High parameter Note It also has determined and set other Busy CPT parameters such Busy CPT 1st Low Busy CPT 2nd High Low when available and Busy...

Page 27: ...hen relies on the In Band DTMF String from the PBX to tell if the call has been No Answered It is essential then the Busy CPT or the Busy DTMF Signal in Supervised mode and the In Band DTMF parameters...

Page 28: ...Chapter 4 Integration with PBX 4 13 Figure 4 8...

Page 29: ...set up the Automated Attendant for IM1200 Designing Your Auto Attendant Creating Extension Blocks Creating Operator Extension Groups Setting Up Voice Channel Parameters Designing an AA Menu Recording...

Page 30: ...to Extension 7 Transfer to Extension 8 Transfer to Extension 9 No Action No Action 0 Operator DTMF Programming Timeout Operator 010 Business Hours Main Menu in 2nd Language In 2nd Language Welcome to...

Page 31: ...extension in is not answering or busy the call will be redirected to the Assistant Extension of that block This is an optional attribute for each Extension Block and is only supported in the Supervise...

Page 32: ...sign an Extension Code that the callers can dial to reach the Operator Extension Group When no Extension Code is entered the group cannot be reached by the AA Menus or other commands Treat this code a...

Page 33: ...Members box Reverse the process and click the Remove tab if you want to remove some extensions from the group Click and hold and move an extension within the Members box to alter the order of the mem...

Page 34: ...l of your call transfer announcements will be in English Holiday Each channel can enable or disable the Holiday Mode If the Holiday Mode is disabled this channel will ignore the Holiday Calendar For H...

Page 35: ...A Menu Management 2 Click the Edit tab An AA Menu Management dialog box opens 3 Customize the following parameters Description Description is an optional field for the administrators own reference Fil...

Page 36: ...target set to 200 the caller will be taken directly to mailbox 200 by pressing 7 Operator The caller will be transferred to the Operator Name Directory IM1200 will ask the caller to enter the first fe...

Page 37: ...enu ID 5 Follow the voice guide and record the greeting Transfer Options IM1200 provides multiple choices for the caller to continue the call when the extension it tried to transfer for the caller is...

Page 38: ...s follows Leave a Message The caller will be taken to the mailbox of the extension and asked to leave a message Hold for Busy This option is applicable only when the extension status is busy IM1200 wi...

Page 39: ...urs AA Menu to handle the incoming calls no matter what the time of day is Closed This tells IM1200 to use the Closed Day AA Menu to handle the incoming calls no matter what the time of day or the day...

Page 40: ...b A Holiday Calendar dialog box opens 3 Define the following parameters for IM1200 Starting Date Starting Date specifies the start of the holiday Ending Date Ending Date specifies what date the holida...

Page 41: ...CHAPTER 6 Voice Messaging This chapter describes the details of the Voice Messaging of IM1200 Defining Voice Massaging Parameters Setting Up Message Notifications Internal Notifications External Noti...

Page 42: ...eview the message re record the message or save the message Minimum Message Length This defines the minimum recording length required for the message to be considered legitimate and saved by IM1200 if...

Page 43: ...oice Mail Notification 2 Click the Edit tab A new Notification dialog box opens Figure 6 2 3 Define the following parameters Message Lamp On Off There are 2 sets of Message Lamp On Off Sequences Most...

Page 44: ...ered at the end of the ring count the attempt will be deemed unsuccessful To Set Up External Notification Parameters 1 Choose Voice Mail Notification 2 Click the Edit tab A new Notification dialog ope...

Page 45: ...ter 6 Voice Messaging 6 5 Figure 6 3 3 Click Create and a new MailBox dialog opens with default values in the fields Figure 6 4 4 Modify and edit the fields with the setting you want for this new mail...

Page 46: ...to Copy From You should have some predefined mailboxes for this operation 5 Click OK to finish copying creating the mailboxes To Delete a Mailbox 1 Choose Voice Mail Mailbox Management 2 Click the Ed...

Page 47: ...ight setting the call will be directed to the mailbox for the caller to leave a message Virtual A Virtual Mailbox does not have a real extension associated with it and cannot answer the calls However...

Page 48: ...st recently will be played first Note Messages marked Urgent will always be played ahead of regular messages in the order selected For example In Least Recent mode the least recent Urgent message will...

Page 49: ...p On Off Sequences This allows you to use the second Message Lamp On Off Sequences for the Message Lamp Notification to work Extension IM1200 will call the extension and inform the mailbox owner of th...

Page 50: ...Interval Enter the time in minutes IM1200 should wait before it makes another attempt for the external notification Try Enter the total number of times IM1200 should attempt to do the external notifi...

Page 51: ...ing System 7 1 CHAPTER 7 Unified Messaging System This chapter describes the setup and general function of the Unified Messaging of IM1200 Connecting to E mail Server Setting Up E mail Account in IM12...

Page 52: ...of the SMTP Server that the UMS E mail Account uses to send out the e mail Mail Server Authentication Some mail server requires authentication of the user account before it is allowed to send out e ma...

Page 53: ...ser Operations 8 1 CHAPTER 8 User Operations This chapter describes the end user operations on IM1200 Access Your Personal Mailbox Retrieving Your Messages Sending a Message Editing Your Personal Mail...

Page 54: ...and enter your Mailbox Password 4 When you hear the system announces the number of new old messages you have you are inside your mailbox already Retrieving Your Messages After you have successfully e...

Page 55: ...message Fast Forward To fast forward the message by 5 seconds then continue to play the message Skip To skip this message Volume Down To turn down the volume by 1 level for the current message The vol...

Page 56: ...on in Call Transfer see page 5 9 6 Follow the system prompts and record re record or delete your greetings Note When there are no user recorded greetings available IM1200 will play the system default...

Page 57: ...4 Press 3 for Message Copy Forward This function will forward all new messages to the selected mailbox Follow the system prompts to enter the mailbox number you wish to forward all the messages to Pr...

Page 58: ...all Forward Target Follow the system prompts to modify the Special Answering Options Select Normal mode to answer the call normally Press 2 for Call Forward Target The Call Forward Target is needed wh...

Page 59: ...is an alternative way of programming IM1200 to using a computer based utility program Through a touch tone telephone you can set up or modify the system from anywhere DTMF Programming Mode Entering a...

Page 60: ...entering the DTMF Programming Mode by the AA menu that is playing the greeting The default main AA menu ID 000 has the key for DTMF Programming Mode set to 3 You will be prompted to enter the Administ...

Page 61: ...d Action Code Table A 2 digit code table representing all DTMF signals 0 9 A B C D as well as actions such as Pause and Hook Flash etc is devised to facilitate the data entry for DTMF Programming DTMF...

Page 62: ...ss XXX XXX XXX XXX XXX 000 255 103 Default Gateway Address XXX XXX XXX XXX XXX 000 255 104 Subnet Mask XXX XXX XXX XXX XXX 000 255 105 DNS XXX XXX XXX XXX XXX 000 255 106 DTMF Send On Time X X 10 20 3...

Page 63: ...last name 126 Reduce Calibration TX Gain for CPT Detection X X 0 disable 1 enable 127 DTMF Hold Off Limit X X 0 26 128 Transfer Option Time out X X 1 10 sec s 129 Receive DTMF Level X X 0 128 130 Limi...

Page 64: ...X DTMF Action Code String 210 Conference Sequence X X DTMF Action Code String 211 First Hook Flash Time X X 0 10 20 30 4500 212 Second Hook Flash Time X X 0 10 20 30 4500 213 Supervised Signal Type X...

Page 65: ...3 No Answer Time out for DTMF Signal X X 1 60 sec s 234 Maximum Digits in In Band DTMF Strings X X 1 30 digit s 235 Maximum Time to Wait for First Digit X X 0 30 sec s 236 Maximum Time Between Digits...

Page 66: ...Mode X X 1 Auto 2 Business Hour 3 Break Hour 4 After Hour 5 Closed Day 312 Current Date YY MM DD YY year MM month DD day 313 Current Time HH MM SS HH hour in 24 hour format MM minute SS second 320 Ho...

Page 67: ...Transfer to Mailbox 10 Direct Transfer to Mailbox 11 Access Mailbox 12 Name Directory 16 Operator 17 System Programming Mode 18 Repeat Menu 19 Hang Up 20 Hang Up with Announcement Target straight numb...

Page 68: ...1 enable See Figure 9 5 for flowchart 350 Transfer Options DTMF Action Target DTMF 01 DTMF 1 02 DTMF 2 03 DTMF 3 04 DTMF 4 05 DTMF 5 06 DTMF 6 07 DTMF 7 08 DTMF 8 09 DTMF 9 10 DTMF 11 DTMF 0 12 DTMF A...

Page 69: ...ion Ending Extension Assistant Extension Starting Extension Ending Extension Assistant Extension 1 digit 6 digit See Figure 9 6 for full flowchart 370 Extension Operator Group Step 1 Group ID Group ID...

Page 70: ...ation Try X X 1 9 min s 408 Ring Count X X 1 9 ring s 409 Pager Mode X X 0 USA 1 Singapore 410 Detect Pager Vox X X 0 disable 1 enable 411 Delay for Pager X X 1 20 sec s 412 Delay for Mobile Phone X X...

Page 71: ...Chapter 9 DTMF Programming 9 13 Func Code Description Input Notes 421 Digits of New Message X X 1 3 digit s Figure 9 1...

Page 72: ...Chapter 9 DTMF Programming 9 14 Figure 9 2...

Page 73: ...Chapter 9 DTMF Programming 9 15 Figure 9 3...

Page 74: ...Chapter 9 DTMF Programming 9 16 Figure 9 4...

Page 75: ...Chapter 9 DTMF Programming 9 17 Figure 9 5...

Page 76: ...Chapter 9 DTMF Programming 9 18 Figure 9 6...

Page 77: ...Chapter 9 DTMF Programming 9 19 Figure 9 7...

Page 78: ...Inter Digit Timeout 2 sec s 110 DTMF AA Menu Timeout 3 sec s 111 Recording Gain 10 112 Play Gain 10 113 Dial Tone Duration 2 sec s 114 External Busy Tone Counter 3 cycle s 115 Loop Current Drop Durat...

Page 79: ...Appendix A System Parameter Table A 2 3 digit Func Code Description Default 130 Limitation for Error Message Counter 15 131 Extension Number of Fax Machine...

Page 80: ...sec s 215 Ringback CPT 1st Low 240 msec s 216 Ringback CPT 2nd High 0 msec s 217 Ringback CPT 2nd Low 3840 msec s 218 Ringback CPT Cycle 5 cycle s 219 Busy CPT 1st High 540 msec s 220 Busy CPT 1st Low...

Page 81: ...ndar 330 AA Menu Action AA Menu 001 002 003 004 AA Menu ID 001 300 DTMF 1 07 07 Transfer to Extension DTMF 2 07 07 Transfer to Extension DTMF 3 00 00 No Action DTMF 4 00 00 No Action DTMF 5 00 00 No A...

Page 82: ...00 No Action DTMF 5 00 00 No Action DTMF 6 00 00 No Action DTMF 7 00 00 No Action DTMF 8 00 00 No Action DTMF 9 00 00 No Action DTMF 0 00 00 No Action DTMF 13 13 Leave a Message DTMF 00 00 No Action T...

Page 83: ...fication Interval 30 min s 407 Ring Notification Try 3 408 Ring Count 5 409 Pager Mode 0 USA 410 Detect Pager Vox 1 enabled 411 Delay for Pager 7 sec s 412 Delay for Mobile Phone 7 sec s 413 External...

Page 84: ...all back during our office hours GRT005 Your greeting has not been set Please record your greeting AA Flow Directory Lang0 AA File Name Content FLW001 Thank you and good bye FLW002 Invalid entry pleas...

Page 85: ...File Name Content PLPRS0 please press 0 PLPRS1 please press 1 PLPRS2 please press 2 PLPRS3 please press 3 PLPRS4 please press 4 PLPRS5 please press 5 PLPRS6 please press 6 PLPRS7 please press 7 PLPRS8...

Page 86: ...o mark your message as urgent LMF007 To mark your message as private LMF008 To mark your message as urgent and private LMF009 Your message has been saved LMF010 To delete LMF011 Your message has been...

Page 87: ...AY019 Nineteenth DAY020 Twentieth DAY021 Twenty first DAY022 Twenty second DAY023 Twenty third DAY024 Twenty fourth DAY025 Twenty fifth DAY026 Twenty sixth DAY027 Twenty seventh DAY028 Twenty eighth D...

Page 88: ...en Minutes MIN014 Fourteen Minutes MIN015 Fifteen Minutes MIN016 Sixteen Minutes MIN017 Seventeen Minutes MIN018 Eighteen Minutes MIN019 Nineteen Minutes MIN020 Twenty Minutes MIN021 Twenty one Minute...

Page 89: ...four Minutes MIN045 Thirty five Minutes MIN046 Thirty six Minutes MIN047 Thirty seven Minutes MIN048 Thirty eight Minutes MIN049 Thirty nine Minutes MIN050 Fifty Minutes MIN051 Fifty one Minutes MIN05...

Page 90: ...18 Eighteen 19 Nineteen 20 Twenty 30 Thirty 40 Forty 50 Fifty 60 Sixty 70 Seventy 80 Eighty 90 Ninety STAR Star Sign POUND Pound Sign A A B B C C D D FLASH1 First flash time FLASH2 Second flash time P...

Page 91: ...17 To save the message MBP018 To delete the message MBP019 To forward the message MBP020 To listen to the envelope information MBP021 To reply to the message MBP022 To skip the message MBP023 This mes...

Page 92: ...To record MBP051 Your personal greeting MBP052 Your busy greeting MBP053 Your name MBP054 is MBP055 has not been recorded MBP056 To review MBP057 To save MBP058 To re record MBP059 To delete MBP060 Y...

Page 93: ...83 The number is MBP084 To review the entry MBP085 To change notification type MBP086 To edit the notification number MBP087 For telephone MBP088 For pager MBP089 To disable the entry MBP090 Your noti...

Page 94: ...MBP119 Your conference telephone number MBP120 is MBP121 has not been defined MBP122 To review entry MBP123 To confirm MBP124 To edit MBP125 Please enter your conference telephone number followed by...

Page 95: ...ed by a pound sign MBP154 Message playing order is MBP155 most recent play first MBP156 least recent play first MBP157 To edit MBP158 To confirm MBP159 To select most recent play first MBP160 To selec...

Page 96: ...o 9 MBP191 Distribution list MBP192 has MBP193 has no member MBP194 members MBP195 member MBP196 The member include MBP197 The members include MBP198 To review the list members MBP199 To confirm MBP20...

Page 97: ...he defined maximum limit Please proceed to resolve this issue MBP225 Enable using message lamp one MBP226 Enable using message lamp two MBP227 To enable message lamp one MBP228 To enable message lamp...

Page 98: ...umbers are SYS024 ID SYS025 function SYS026 is SYS027 null SYS028 To edit SYS029 To confirm SYS030 To review SYS031 To edit SYS032 To add SYS033 To delete SYS034 To review all SYS035 Please input the...

Page 99: ...SYS062 To delete the member SYS062 The setting is SYS063 null SYS064 To edit SYS065 To confirm SYS066 To review SYS067 extension group has SYS068 member SYS069 members SYS070 the member include SYS07...

Page 100: ...day ID number SYS099 The holiday ID SYS100 has been created SYS101 has been deleted SYS102 setting is SYS103 null SYS104 To edit SYS105 To confirm SYS106 To review SYS107 Please input the holiday info...

Page 101: ...hannel 1 SYS124 To edit SYS125 To confirm SYS126 To review SYS127 The setting is SYS128 null SYS129 channels have been set SYS130 The channel numbers are SYS131 enable SYS132 disable SYS133 To edit SY...

Page 102: ...Ports 4 or 8 ports Voice Port Interface FXO RJ11 COM Port RS232 9600 Baud Internet Protocol TCP IP Power Input DC 12V Temperature 0 C 50 C 32 F 122 F Humidity 10 90 Non condensing Internal RAM 8 MB LE...

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