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Lucent Technologies PARTNER Voice Messaging PC Card Release 2, Installation And Programming

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Lucent Technologies PARTNER Voice Messaging PC Card Release 2 Installation And Programming Download Page 21

Planning

2-4

Issue  1   August 1998 

■

Case 3:  The receptionist answers calls during the day; Automated 
Attendant Service answers calls at night.

a. Use Group Call Distribution (#206) Option 1 to identify the lines to 

be answered by Automated Attendant Service.

b. Set VMS Hunt Schedule (#507) to Night Only.

c. Set VMS Hunt Delay (#506) to Immediate.

Music On Hold

If you use Automated Attendant Service, you also may want to use the 
communications system's Music On Hold feature. When Music On Hold is Active 
and an audio source is connected to the system, callers being transferred hear 
music or recorded material. Depending on how the communications system is 
set up if Music On Hold is Not Active, callers hear tones, ringing, or silence while 
they are being transferred.

For more information, see Music On Hold and Ring on Transfer in the 

Programming and Use

 guide for the communications system.

 

Communications System Features 
Affecting Call Answer Service

Call Answer Service works with the following communications system features:

■

VMS Coverage

■

Do Not Disturb

■

Line Coverage Extension

■

Voice Mailbox Transfer

Each of these features is explained briefly below. For more information about 
these communications system features, see the

 Programming and Use

 guide for 

your communications system.

VMS Coverage

VMS Coverage can be either automatic or manual.

■

Automatic VMS Cover (#310):

 When the communications system 

Automatic VMS Cover feature is assigned for an extension, intercom and 
transferred callers are transferred to the voice messaging system when 
the called person does not answer by the fourth ring (or by the number of 
rings specified within the communications system VMS Cover Rings 
feature). The voice messaging system greets the caller with the 

Summary of Contents for PARTNER Voice Messaging PC Card Release 2

Page 1: ...PARTNER Voice Messaging PC Card Release 2 Installation and Programming 585 322 706 Comcode 108355181 Issue 1 August 1998 ...

Page 2: ...ncy energy and if not installed and used in accordance with the instruction manual may cause harmful interference to radio communications Operation of this equipment in a residential area is likely to cause harmful interference in which case the user will be required to correct the interference at his own expense Canadian Department of Communications DOC Interference Information This digital appar...

Page 3: ... any kind into slots or openings as they may touch dangerous voltage points or short out parts that could result in a risk of fire or electric shock Never spill liquid of any kind on the product 8 Avoid using this product during an electrical storm There may be a remote risk of electric shock from lightning 9 DO NOT use the telephone to report a gas leak in the vicinity of the leak 10 The product ...

Page 4: ...ty Guidelines 1 6 2 Planning 2 1 Planning Checklist 2 1 Communications System Features Affecting Automated Attendant Service 2 1 Group Call Distribution 206 Option 1 2 2 VMS Hunt Schedule 507 2 2 VMS Hunt Delay 506 2 2 Automatic Extension Privacy 304 2 3 Transfer Return Extension 306 2 3 Automated Attendant Service Scenarios 2 3 Music On Hold 2 4 Communications System Features Affecting Call Answe...

Page 5: ...em Administration Menu 4 6 Assigning a Mailbox to an Extension 4 7 Assigning Automated Attendant Selector Codes 4 8 Recording the Automated Attendant Menu Prompt 4 8 Listening to the Automated Attendant Menu Prompt 4 9 Reinitializing a Mailbox 4 9 Reinitializing a Password 4 10 Reviewing Mailbox Assignments 4 10 Changing the System Manager s Password 4 11 Using Communications Systems Programming 4...

Page 6: ...ease 3 0 or later 4 19 VMS Hunt Schedule 507 All Other Communications Systems 4 19 Centralized Telephone Programming 4 20 Manual VMS Cover F15 4 20 Do Not Disturb F01 4 21 Voice Mailbox Transfer F14 4 21 Voice Mail Auto Dial 4 22 5 Checking Your System s Operation 5 1 Verifying the System Programming 5 1 Test 1 5 2 Test 2 5 2 Test 3 5 3 Test 4 5 4 Troubleshooting 5 5 Responding to Caller Complaint...

Page 7: ... B 1 Programming Procedure B 2 Form 2 Automated Attendant Selector Codes B 3 General Information B 3 Completing this Form B 4 Programming the Menu Selector Codes B 4 Form 3 Automated Attendant Menu Prompt B 5 General Information B 5 Completing this Form B 6 Recording the Automated Attendant Menu Prompt B 6 IN Index IN 1 ...

Page 8: ...2 3 Installation Instructions 3 1 PARTNER ACS Processor Power Cord Connection 3 2 3 2 Opening Cover of PARTNER ACS 5 Slot Carrier 3 3 3 3 Inserting PARTNER Voice Messaging PC Card 3 3 3 4 Closing Cover of PARTNER ACS 5 Slot Carrier 3 4 4 Programming 4 1 System Administration Menu 4 6 ...

Page 9: ...Figures viii Issue 1 August 1998 ...

Page 10: ...tings The System Manager the person who is responsible for managing the system on an ongoing basis Terminology This guide uses the following terms Communications system CS Release 1 1 or later of the PARTNER Advanced Communications System or Release 1 0 of the PARTNER Endeavor System System phones the telephones specifically designed to work with the communications system including the PARTNER End...

Page 11: ...ons Fulfillment Center at 1 800 457 1235 in the continental U S Outside the continental U S call 1 317 361 5353 Some of these materials are available in other languages For more information about these materials or about communications system materials contact the BCS Publications Fulfillment Center your Lucent Technologies Representative or local Authorized Dealer How To Get Help If you have a pr...

Page 12: ...ized message prompting the caller to press digits to reach the person with whom the caller wants to speak and route the call to the appropriate person all without the aid of a receptionist And if the employee called is unavailable to answer the call the voice messaging system allows the caller to leave a private message in the employee s voice mailbox or transfer to the receptionist or another ext...

Page 13: ...r Voice Mail Service Allows subscribers to listen to messages and to manage their own mailboxes Figure 1 1 provides an overview of the features associated with each service Figure 1 1 PARTNER Voice Messaging Services PARTNER Voice Messaging PC Card Automated Attendant Answers and routes call without the aid of a receptionist Plays a menu prompt that offers callers a choice of actions Voice Mail Se...

Page 14: ...on the touch tone telephone dialpad to select a menu option is called a Selector Code When the caller presses a digit the Automated Attendant performs the action that is the Selector Code Action that you have programmed for that option For example you can set up Automated Attendant Service so that callers hear the following prompt Thank you for calling the Hertz Howe Autoworld Our sales and servic...

Page 15: ...es With it a subscriber can Listen to messages Delete messages Skip save messages Record a personal greeting Change the default password for the mailbox to ensure that messages are kept confidential NOTE Until a personal greeting is recorded for the mailbox prompt outside callers hear the following factory set greeting Your party is not available Please leave a message after the tone See the Using...

Page 16: ...ty The System Manager is responsible for the security of the system As the System Manager it is important that you fully understand and appropriately administer this product to reduce your risk of incurring charges that result from unauthorized use of the system Under the law your company is responsible for paying for part or all of those unauthorized calls Be aware that criminals called hackers m...

Page 17: ...nto PARTNER Voice Messaging Lost mail messages or altered greetings Inability to get an outside line Series of calls with silence on the other end or with the caller hanging up Sudden increase in wrong numbers Caller complaints that your lines are busy Callers claiming to represent the phone company Ask for a callback number Callers trying to obtain sensitive information or asking for assistance i...

Page 18: ...on and programming Planning Checklist Review voice messaging service interactions with communications system features Complete the necessary voice messaging system forms Complete the necessary communication systems forms Communications System Features Affecting Automated Attendant Service When planning Automated Attendant Service you must choose settings for the following communications system fea...

Page 19: ...y VMS Hunt Delay 506 Specifies after how many rings the communications system will route calls to the Automated Attendant Service The setting you choose for this feature depends on whether the Automated Attendant Service or your receptionist acts as the primary call handler Refer to Automated Attendant Scenarios later in this chapter On the PARTNER ACS Release 3 0 you can specify on a per line bas...

Page 20: ...ations system features see the Programming and Use guide for your communications system Automated Attendant Service Scenarios The following sample scenarios illustrate typical ways in which Automated Attendant Service is set up with the communications system features Case 1 The receptionist is the primary call handler Automated Attendant Service handles overflow a Use Group Call Distribution 206 O...

Page 21: ...formation see Music On Hold and Ring on Transfer in the Programming and Use guide for the communications system Communications System Features Affecting Call Answer Service Call Answer Service works with the following communications system features VMS Coverage Do Not Disturb Line Coverage Extension Voice Mailbox Transfer Each of these features is explained briefly below For more information about...

Page 22: ...VMS Extension Coverage either automatic or manual or Line Coverage Extension can use this communications system feature when they want calls sent to the voice messaging system immediately Line Coverage Extension Line Coverage Extension identifies an extension as the owner of a specific line so the extension can activate Call Coverage or VMS Cover for that line When a call comes in on a covered lin...

Page 23: ...aller can press to reach a specific extension mailbox or operator 2 Automated Attendant Selector Codes Write or review the script used to record the menu prompt that is played when a call is answered by Automated Attendant Service 3 Automated Attendant Menu Prompt Identify basic information about the system including line number and type of voice messaging service required for each line A System C...

Page 24: ...swer Direct Extension Dialing ASA DXD functions as well as for PARTNER Voice Messaging Make sure that you have the required PARTNER Voice Messaging PC Card and PARTNER ACS Release 1 1 or later or PARTNER Endeavor Release 1 0 before beginning these installation procedures If you are using Release 1 0 of the Partner ACS processor module you will need to upgrade to Release 1 1 or later before you can...

Page 25: ...g off the system CAUTION To avoid damage to the communications system processor module or to the card do not install or remove the card when power is on 1 Power down the communications system before inserting or removing the PARTNER Voice Messaging PC Card a If you have a 5 Slot carrier turn the On Off Switch to Off O Figure 3 1 PARTNER ACS Processor Power Cord Connection b For all communications ...

Page 26: ...l facing to the right and sliding it gently into one of the PC card slots on the communications system processor module When inserted properly the PARTNER Voice Messaging PC Card projects about 1 5 8 4 cm from the module Leave the PARTNER Voice Messaging PC Card in the processor module Note that if you ever need to remove the PC card gently pull it straight out with the power off Figure 3 3 Insert...

Page 27: ...echnologies Representative or local Authorized Dealer 6 If you have a 2 Slot carrier or a standalone configuration you are finished with this procedure If you have a 5 Slot carrier continue with Step 6A a Make sure all modules are seated properly The cover will not fit if the modules are not seated properly b To replace the cover grasp it by its upper edges and hold it squarely over the control un...

Page 28: ...ttendant Menu Prompt and change the assignments for the mailboxes before PARTNER Voice Messaging begins to handle calls this order is recommended to ensure that calls are handled correctly for the subscribers who require voice mail coverage You should have all completed voice messaging system and communications system planning forms available for reference In the following step by step instruction...

Page 29: ...RTNER Voice Messaging Initial Settings The following are the initial settings for PARTNER Voice Messaging Mailbox 01 is assigned to extension 10 Mailbox 02 is assigned to extension 11 Mailbox 03 is assigned to extension 12 Mailbox 04 is assigned to extension 13 NOTE You can re assign each mailbox to any other extension in the communications system Extensions 78 and 79 are assigned to the two voice...

Page 30: ...l to an extension that has no Voice Mail coverage and the call is not answered the communications system transfers the call to the Transfer Return Extension The factory setting for Transfer Return is extensions 78 and 79 respectively the voice messaging system If you want calls returned to the receptionist s extension assign that extension as the Transfer Return Extension You may also need to prog...

Page 31: ...on how to change the password NOTE Although the System Manager s mailbox has a password it does not have storage capacity for messages Logging Into System Administration To log into System Administration 1 Call PARTNER Voice Messaging by pressing i777 or a programmed Voice Mail Auto Dial button The system plays Please enter extension and 2 Press 0 followed by The system plays Enter password and 3 ...

Page 32: ...de assignments press 4 To change your password press 5 To initialize a mailbox press 6 To re initialize a mailbox password press 7 NOTE The first time you access this menu you should change the factory set password Use a hard to guess value and record it in a safe place See Changing the System Manager s Password later in this chapter Programming Guidelines After you are familiar with PARTNER Voice...

Page 33: ... passwords Figure 4 1 System Administration Menu PARTNER Voice Messaging Press if calling internally or Press while listening to Automated Attendant Menu or mailbox greeting if calling from an outside line i 7 7 7 7 Enter followed by Enter password factory setting 1234 followed by to select mailbox 0 0 Assign Mailbox to Extension Press 1 Assign Selector Codes Press 4 Record Automated Attendant Men...

Page 34: ...s you that the mailbox must be reinitialized before you can change the extension Refer to Reinitializing a Mailbox for instructions Then repeat this procedure Assign mailboxes to extensions as specified on Form 1 1 Log into System Administration according to the appropriate procedure 2 Press 1 to assign mailboxes to extensions 3 Enter the two digit number of a mailbox 01 to 04 to be changed as ind...

Page 35: ...ling group number followed by To exit without changing the Selector Code assignment press 5 To program another Selector Code repeat Steps 2 through 5 Recording the Automated Attendant Menu Prompt Before you begin locate Form 3 Automated Attendant Menu Prompt for PARTNER Voice Messaging CAUTION You should record the Automated Attendant Menu Prompt when the system is idle If the system receives a ca...

Page 36: ...ccording to the appropriate procedure 2 Press 3 to administer the Automated Attendant Menu Prompt 3 Press 0 to hear the Automated Attendant Menu Prompt The system plays the current Automated Attendant Menu Prompt Reinitializing a Mailbox To prepare a previously used mailbox for a new subscriber you must reinitialize the mailbox This procedure deletes any messages left in the mailbox and turns off ...

Page 37: ...r instructions for how to reset the password To reinitialize a password to 1234 1 Log into System Administration according to the appropriate procedure 2 Press 7 3 Enter the mailbox number to reinitialize a password The system plays The password has been reinitialized Reviewing Mailbox Assignments You may want to review mailbox assignments particularly if they have been changed from the factory de...

Page 38: ...ndom nonsequential digits You cannot reinitialize the System Manager s password If you change the password and forget it you can contact the National Customer Care Center at 1 800 628 2888 or call your Lucent Technologies Representative or local Authorized Dealer for assistance To change the password for mailbox 0 1 Log into System Administration according to the appropriate procedure 2 Press 5 to...

Page 39: ...dure code for System Date is 101 System Programming changes settings for the system as a whole or for individual lines or extensions Refer to the Programming and Use guide for the PARTNER ACS system or PARTNER Endeavor system for more information about System Programming options NOTE You can talk on the telephone while you program This is useful if you need to call for support while programming Ho...

Page 40: ...he display reads 1 Assigned 5 Press n to display extension 79 the second extension number assigned to PARTNER Voice Messaging as shown on form B1 6 Press D until the display reads 1 Assigned Automatic Extension Privacy 304 If VMS Hunt Delay is set to Immediate use this procedure to prevent users from accidentally picking up calls sent to the voice messaging system To set Automatic Extension Privac...

Page 41: ...ned 4 To program another extension press n or p until the extension number shows on the display 5 Repeat Steps 3 and 4 for each extension to which Automatic VMS Cover is to be assigned Group Call Distribution 206 Option 1 Use this procedure to specify the outside lines for which Automated Attendant Service is required To assign VMS AA lines specified on Form A Page 1 Line Coverage to Hunt Group 7 ...

Page 42: ...appropriate line number displays 5 Repeat Steps 3 and 4 for each VMS Mail line for which an extension number is written on Form A Music On Hold 602 If desired program Music On Hold See the Programming and Use guide for the communications system for instructions Night Service 503 Check Form C for extension 10 If a Night Service button is specified follow the procedure below To program Night Service...

Page 43: ...an extension that has no Voice Mail coverage the communications system transfers the call to the Transfer Return Extension If you want calls returned to the receptionist assign extension 10 or 11 If you want calls returned to another system extension assign any valid extension 10 through 49 or 10 through 41 as appropriate for your communications system To assign the Transfer Return Extension for v...

Page 44: ...for which VMS Cover Rings is to be specified 3 Press D until the appropriate value displays 4 To program another extension press n or p until the appropriate value displays 5 Repeat Steps 3 and 4 for each extension for which VMS Cover Rings is to be specified VMS Cover Rings 117 All Other Communications Systems To specify the number of times calls ring before they are sent to the voice messaging s...

Page 45: ...the line number 4 Press D until the appropriate value displays 5 To program another line press n or p until the appropriate line number displays 6 Press D until the appropriate value displays 7 Repeat Steps 4 and 5 as necessary VMS Hunt Delay 506 All Other Communications Systems Check Form A Page 2 VMS Hunt Delay If Delayed is specified follow the procedure below To change the VMS Hunt Delay from ...

Page 46: ... prompt enter the first line number 3 Press D until the appropriate value displays 4 To program another line press n or p until the appropriate line number displays 5 Press D until the appropriate value displays 6 Repeat Steps 4 and 5 as necessary VMS Hunt Schedule 507 All Other Communications Systems Check Form A Page 2 VMS Hunt Schedule If Day Only or Night Only is selected follow the procedure ...

Page 47: ...all buttons on subscribers phones Manual VMS Cover F15 This button allows the subscriber to turn voice mail coverage on and off To program a VMS Cover button as specified on Form C 1 Press f00ssc 2 Enter the number of the extension to be programmed 3 Press a programmable button with lights 4 Press f15 5 At this point do one of the following Go to Step 3 of the next procedure to program another but...

Page 48: ...xtension Press c and go to Step 2 of any button programming procedure in this section to program a button for a different extension Press f00 to exit Voice Mailbox Transfer F14 This button lets any system user transfer calls directly to a PARTNER Voice Messaging mailbox without ringing the associated extension first To program a Voice Mailbox Transfer VMBox button as specified on Form C 1 Press f0...

Page 49: ... button To program a Voice Mail Auto Dial button as specified on Form C 1 Press f00ssc 2 Dial the number of the extension to be programmed 3 Press a programmable button 4 Press left i777 5 At this point do one of the following Press c and go to Step 2 of any button programming procedure in this section to program a button for a different extension Press f00 to exit ...

Page 50: ...fying the System Programming After you finish programming the PARTNER Voice Messaging and the communications system you should perform the tests identified in the following table to verify system operation If your system allows programming from extension 11 you should perform these tests from extension 11 leaving extension 10 for the receptionist to handle calls To verify Perform Automated Attenda...

Page 51: ...the VMS Hunt Schedule for the communications system or line on the PARTNER ACS Release 3 0 or later is set for Day Only put the communications system into Day Service and follow the procedure below If the VMS Hunt Schedule for the communications system or line on the PARTNER ACS Release 3 0 or later is set for Night Only put the communications system into Night Service and follow the procedure bel...

Page 52: ...s that do not have Automatic VMS Cover turn on coverage by pressing the VMS Cover button at those extensions 2 Press the Do Not Disturb button at the appropriate destination extensions to quickly route your test calls to Call Answer Service 3 Call the first extension that has VMS coverage either automatic or manual 4 Repeat this procedure for every extension that has voice mail coverage Expected R...

Page 53: ...later 117 for all other communications systems 3 Repeat this procedure for every line that has been assigned Line Coverage Extension Expected Result Verify that you hear the default Your party is not available Please leave a message after the tone or personal mailbox greeting for each line that has been assigned Line Coverage Extension Problem Resolution Verify that the correct extension has been ...

Page 54: ...endant Service is heavily used reduce the number of options on or length of the Automated Attendant menu prompt to reduce the amount of time VMS extensions are busy 2 For Call Answer Service recommend that subscribers program a Do Not Disturb button on their system telephones They should turn on the feature when they leave their desks or whenever they are too busy to answer calls Calls to extensio...

Page 55: ...ished playing before entering touchtones If you are using a speakerphone turn off the microphone 2 If this problem occurs when the Automated Attendant Service answers calls verify that the menu has been programmed correctly by performing Test 2 earlier in this section If calls are not transferred to the correct extension or group in Test 2 reprogram the Selector Code assignments for the menu If ca...

Page 56: ...ord earlier in this guide The date or time in message headers is incorrect Refer to System Date 101 System Day 102 or System Time 103 in the Programming and Use guide for the communications system to check the day date and time settings If the day date and time are correct choose one of these procedures to re enter the correct value After one minute this change will update the day date and time on...

Page 57: ...Checking Your System s Operation 5 8 Issue 1 August 1998 ...

Page 58: ... Manager s Mailbox Mailbox 0 has no storage Factory set mailbox password 1234 Factory set personal greeting for subscriber mailboxes Your party is not available Please leave a message after the tone Maximum personal greeting length 1 minute Automated Attendant Selector codes factory set to Direct Extension Transfer Factory set Automated Attendant Menu Prompt Hello welcome to the PARTNER Voice Mess...

Page 59: ...Specifications A 2 Issue 1 August 1998 Communications System PARTNER Advanced Communications System Release 1 1 or later PARTNER Endeavor System Release 1 0 ...

Page 60: ...tension other than the factory default cross out the factory default and write in the extension to be used For PARTNER Advanced Communication System R1 1 use an extension number from 10 41 For PARTNER ACS Release 2 0 use an extension number from 10 49 For PARTNER Endeavor Release 1 0 use an extension number from 10 49 For every mailbox in use write the name of the mailbox subscriber Mailbox Extens...

Page 61: ...Voice Messaging Planning Forms B 2 Issue 1 August 1998 Programming Procedure To assign a mailbox to an extension dial 1 from the System Programming Menu ...

Page 62: ... allow callers to dial extensions 10 through 19 directly you must assign Selector Code 1 for Direct Extension Transfer For Selector Code Transfer Selector Codes 1 9 represent a specific extension Group Calling Number if available or Hunt Group number to which the caller will be transferred Selector Code Transfer lets callers dial a single digit to reach a single extension or group such as the VP o...

Page 63: ...ription column write the name of the person or group to receive the transfer 2 In the Range of Extensions for Direct Extension Transfer column cross out the factory default if you want the caller to dial the corresponding Selector Code to transfer to the extension or group identified in the Ext or Group for Selector Code Transfer column 3 In the Ext or Group for Selector Code Transfer column write...

Page 64: ...ay If you know the extension you want dial it now To speak to our service department press 3 To speak with an E Z Lease program representative press 4 For other assistance press 0 to speak with our receptionist To replay this message press 4 The default menu prompt is Hello welcome to PARTNER Voice Messaging Please enter the extension number of the person you wish to reach Or to reach the receptio...

Page 65: ...nsion or group Selector Code Transfer the prompt should provide instructions such as To speak to someone in sales press 6 It is recommended that you keep the number of menu options to five 5 or fewer to avoid confusing the caller Completing this Form Write the message that you want callers to hear when they call including the instructions to the caller for selecting menu options Suggested options ...

Page 66: ...l 4 22 Voice Mailbox Transfer 2 5 C Call Answer Service 1 2 overview 1 4 programming checklist 4 3 centralized telephone programming 4 20 communications system 2 1 2 4 forms 2 6 programming 4 12 D Do Not Disturb F01 2 5 Do Not Disturb button 4 21 E extensions VMS Hunt Group 4 13 G Group Call Distribution initial programming 4 14 overview 2 2 H Hunt Group 7 4 13 Hunt Group extensions 4 13 I initial...

Page 67: ...ogramming verifying 5 1 System Programming Mode 4 12 T Transfer Return Extension 2 3 4 3 4 16 troubleshooting 5 5 V VMBox button 4 21 VMS Cover 2 5 VMS Cover Rings 4 17 VMS Coverage 2 4 VMS Hunt Delay 4 18 overview 2 2 VMS Hunt Group Extensions 4 3 VMS Hunt Schedule 4 19 overview 2 2 Voice Mail Auto Dial button 4 22 Voice Mail Service 1 2 overview 1 4 Voice Mailbox Transfer F14 2 5 Voice Mailbox T...

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