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Page 42

System Manager’s Guide, Chapter 6 – Expanding Your System With Call Routing

A6-506000-642-07 Release 2.0

S

E C TIO N

7

T

ESTING

C

ALL

R

OUTING

Testing ensures that every call-routing key, greeting, and default action works correctly.
Beginning with the opening greeting, you can test all of the call-routing options
available to callers using the following method:

1.

Call in as an external caller.

The system manager poses as an external caller to test all paths available from
each call-routing greeting.

2.

Test the first call-routing key.

3.

Follow one path to its conclusion, whether that is ringing an extension, leaving a
message in a voice mailbox, reaching an operator, or saying good-bye. Follow
the path under both day and night conditions.

4.

Test the remaining call-routing keys.

Repeat step 2.

N

Remember to update the opening greeting (for day or night) to reflect any
changes you make to call-routing options after testing.

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Summary of Contents for Xen Alpha

Page 1: ...DIGITAL VOICE MAIL SYSTEM MANAGER S GUIDE NEC Australia Pty Ltd A6 506000 642 07 Release 2 0 December 2000 ...

Page 2: ...This page is intentionally blank ...

Page 3: ...formation in the new editions Efforts have been made to ensure that the contents of this manual are correct Should you find any error NEC welcomes your comments to improve our communications please contact NEC on 1800 036 136 Contents of this manual are subject to change without prior notice at the discretion of NEC Australia Pty Ltd This document has been prepared for the use of employees and cus...

Page 4: ...This page is intentionally blank Page ii Technician s Guide A6 506000 642 07 Release 2 0 ...

Page 5: ...he System Provides direction on setting up the information record and how to get started How to record the opening greeting setting up a schedule setting up the operator s mailbox and the System Manager s password are provided Training Users Provides preparation materials and task directions and procedures for the training of the user and or technician Maintaining Your System Provides directions f...

Page 6: ...This page is intentionally blank Page iv Technician s Guide A6 506000 642 07 Release 2 0 ...

Page 7: ...onversations 1 1 2 System IDs 1 1 2 1 Subscribers Have Personal IDs 1 1 2 2 System Manager s Password 2 Section 2 System Manager Responsibilities 3 Section 3 Using the System Manager s Conversation 4 3 1 System Manager s Password 4 3 2 Using The System Manager s Conversation 4 3 3 System Manager s Conversation 5 3 3 1 Change a Mailbox 5 3 3 2 Opening Greeting 5 3 3 3 System Schedule 5 3 3 4 System...

Page 8: ...dant 8 1 2 2 Private Attendant 8 1 2 3 Secondary Attendant 9 1 2 4 Primary Attendant 9 Section 2 Planning Your Opening Greeting 10 2 1 Opening Greeting And System Schedule 11 2 1 1 Day Greeting 11 2 1 2 Night Greeting 11 2 1 3 Holiday Greeting 11 2 2 System Directory 11 2 3 Determining the System Schedule 12 2 3 1 System Schedule 12 2 3 2 Your Organisation s Schedule 13 Chapter 3 Setting Up Your S...

Page 9: ...ystem 22 Chapter 4 Training Users Section 1 Preparing For Training 23 Section 2 Conducting User Training 24 Section 3 Training the Operator 26 3 1 Redirecting Messages In The Operator Mailbox 26 3 2 Transferring External Callers To A Voice Mailbox 26 Chapter 5 Maintaining Your System Section 1 Ongoing Maintenance 29 Section 2 Creating A Special Opening Greeting For Holidays 30 Section 3 Change Ext...

Page 10: ...Expanding Your System With Call Routing Section 1 Offering Call Routing 35 1 1 Why Use Call Routing 35 1 2 How Call Routing Works 35 Section 2 Evaluating Your Needs 36 Section 3 Planning Call Routing 37 Section 4 Assigning Call Routing Keys 39 Section 5 Changing Default Actions 40 Section 6 Recording New Greetings 41 Section 7 Testing Call Routing 42 ...

Page 11: ...ations Different conversations are used for different parts of the system You hear the system manager s conversation when you are setting up and maintaining your system Subscribers hear the message conversation when checking messages in their mailboxes Subscribers hear the setup conversation when changing setup options External callers hear the opening greeting conversation 1 2 System IDs System m...

Page 12: ...word identifies you as the system manager so you can customise and maintain the voice messaging system or access your own mailbox Refer to Using The System Manager s Conversation on page 4 N Subscribers who use digital feature set phones can access their mailboxes directly by simply dialling the Xen Alpha Voice Mail from their own extensions Because personal IDs are not private each subscriber can...

Page 13: ... manager s four main areas of responsibility Chapter 2 Planning Your System helps you decide how you want your system to answer incoming calls and helps you plan your greetings and schedules Chapter 3 Setting Up Your System explains the parts of your system the techni cian has set up and guides you through your part of the setup Chapter 4 Training Users covers the points you need to convey to your...

Page 14: ...ur system by setting a security code for the system manager s mailbox 3 2 Using The System Manager s Conversation You use the system manager s conversation to perform all of the setup and maintenance of Xen Alpha Voice Mail Once you access the conversation you follow simple instructions either by pressing 1 for Yes or 2 for No or by selecting choices from short menus The system manager s conversat...

Page 15: ...r by choosing the choices from the short menus provided 3 3 1 Change a Mailbox Press 4 Mailbox Maintenance Add a mailbox Reset a mailbox Delete a mailbox 3 3 2 Opening Greeting Press 5 Change the mode day night or holiday Change the opening greeting 3 3 3 System Schedule Press 6 Verify or change the clock setting Verify or change the date setting Change a schedule range 3 3 4 System Settings and I...

Page 16: ...Release 2 0 3 3 6 Call Routing Press 9 Edit Call Routing from Opening Greeting Press 4 Edit Call Routing from Call Routing Boxes Press 5 3 3 7 Groups Press 0 Group Maintenance Create a Group Press 4 Edit a Group Press 5 List group members Press 6 Delete a group name Press 7 ...

Page 17: ... for your organisation that gives them instructions and options For example Hello Thank you for calling Omni Corporation If you are calling from a touch tone telephone you may enter the extension at any time For Sales press 1 For product information press 2 To send a fax press 3 For a directory of extensions enter 800 Otherwise please stay on the line and an operator will be right with you Several...

Page 18: ...ening greeting such as those not using a touch tone telephone are transferred automatically to the operator 1 2 Deciding How to Use the Automated Attendant Your technician needs to know if and how you want to use the automated attendant with your operator to handle external calls If you will use the automated attendant will it be a private secondary or primary attendant Your choice tells the techn...

Page 19: ...ndary telephone number The point at which calls overflow to Xen Alpha Voice Mail depends on the number of external lines connected to your telephone system and the number of calls you receive Your technician can help you choose the appropriate secondary line for the voice messaging system 1 2 4 Primary Attendant Your main telephone lines are routed directly to the voice messaging system The system...

Page 20: ...n s name How to reach an extension with a touch tone telephone How to reach the operator How to send a fax How to reach the system directory An alternative method for callers who want general information or who do not have a touch tone telephone Explaining all of your information clearly in the opening greeting requires careful wording The opening greeting and the system schedule later in this cha...

Page 21: ...m a touch tone telephone you may enter the extension at any time If you do not know the extension enter 800 for a directory Otherwise please leave a message 2 2 System Directory The voice messaging system reserves the ID number 800 to identify the system directory a directory of the extension numbers and names of subscribers Entering 800 lets an external caller find an extension number by using th...

Page 22: ...ganisations with operating hours that vary from day to day Xen Alpha Voice Mail stores up to three system schedule intervals A B C A single schedule interval stores a single time span for example 8 00 A M to 6 00 P M and the days of the week that the time span is in effect for example Monday through Friday Night mode is active during all hours outside your normal business hours defined by the syst...

Page 23: ... Mon Fri Use interval A only Interval A 8 6 Mon Fri If you are open longer on some days than others for example 9 A M 5 P M Mon Fri 9 A M 12 P M Sat Use intervals A and B Interval A 9 5 Mon Fri Interval B 9 12 Sat If you close for lunch from 1 00 to 2 00 each day such as 9 A M 1 P M 2 P M 5 P M Mon Sat Use intervals A and B Interval A 9 1 Mon Sat Interval B 2 5 Mon Sat Refer to Recording Your Open...

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Page 25: ...Xen Alpha Voice Mail to work with your telephone system configuration SECTION 2 SETUP INFORMATION RECORD When setting up the Xen Alpha Voice Mail you need to perform the following actions and record the response action taken in the Response column of this table Action Needed Response To call the system from outside the office dial the number that gets you to the Automated Attendant then enter your...

Page 26: ...ystem manager s password Open your voice mailbox and become familiar with subscriber conversation Leave a welcoming message to all mailbox owners To send the same message to everyone at once send it to the special ALL group which has the system ID 255 Your message can be similar to the following Welcome to the Xen Alpha Voice Mail system Now that your mailbox is open please spend a few minutes rea...

Page 27: ...reetings 3 Press 1 if you want to change to or remain in holiday mode otherwise press 2 4 Press 1 as prompted to change the greeting 5 Record your greeting Refer to Using The System Manager s Conversation on page 4 Planning Your Opening Greeting on page 10 Ongoing Maintenance on page 29 N To present the best image of your organisation to a caller your greeting should sound crisp and professional A...

Page 28: ...schedule interval 6 Enter the days of the week that each schedule interval is in effect 1 Sunday 2 Monday 3 Tuesday 4 Wednesday 5 Thursday 6 Friday 7 Saturday For example enter the time as 430 for 4 30 Refer to Using The System Manager s Conversation on page 4 Determining the System Schedule on page 12 Recording Your Opening Greeting on page 17 Setting Your Operator s Extension and Mailbox on page...

Page 29: ...sferred to the Operator mailbox hear either a day greeting or night greeting depending on which schedule is active Xen Alpha Voice Mail includes prerecorded operator greetings for both day mode and night mode You can re record these greetings to suit your organisation s needs To review or change the Operator mailbox greetings 1 Access the system manager s conversation 2 Select action 8 and then 5 ...

Page 30: ...on and whether to turn fax notification on or off Refer to Using The System Manager s Conversation The Operator s Additional Responsibilities Maintaining Your System N Fax notification can only be used if the fax machine is connected to a telephone extension using a single line telephone adapter SLT Adapter or an APR U10 Unit Fax routing and notification cannot be used when the fax machine is conn...

Page 31: ...assword that cannot be easily guessed If your telephone keypad has letters a good strategy is to pick a memorable word and spell it out on the telephone The system manager s password may be any combination of four to ten digits However it cannot be the same as any current personal ID or extension number To change the system manager s password 1 Access the system manager s conversation 2 Select act...

Page 32: ...rely on you to answer their questions about using the Xen Alpha voice messaging system Review the Xen Alpha Voice Mail User Guide carefully so that you are familiar with Xen Alpha Voice Mail s capabilities The instructions in the Xen Alpha Voice Mail User Guide will also help you make the best use of your own voice mailbox Refer to Training Users on page 23 ...

Page 33: ...or the system manager Prepare a copy of the Xen Alpha Voice Mail User Guide for each user Fill in the system information on the front cover of the guide This information comes from the Setup Information Record that your technician completes Distribute the Xen Alpha Voice Mail User Guide to all users Encourage users to follow the steps in the Xen Alpha Voice Mail User Guide to set up their new voic...

Page 34: ...are forwarded to a subscriber s voice mailbox and how to use automatic subscriber log in if available on your telephone system Explain to subscribers the importance of saving space on Xen Alpha Voice Mail by deleting messages once they have heard them Tell subscribers how to reach Xen Alpha Voice Mail when they are outside the office Send a voice message to all users giving them Xen Alpha Voice Ma...

Page 35: ...el the message after sending it The system identifies who sent the message The recipient can respond to the message without entering any digits N If your organisation uses automatic subscriber log in subscribers can access their mailboxes without entering a personal ID and then leave a subscriber to subscriber message ...

Page 36: ... the message long enough to determine who it is for 3 Press 2 to interrupt the message 4 When the system asks if you would like to redirect the message press 1 for Yes and then enter the appropriate mailbox as prompted 5 Press 1 to confirm 6 If needed record an introduction when prompted 3 2 Transferring External Callers To A Voice Mailbox Your operator transfers external callers to subscribers vo...

Page 37: ...3 Do one of the following to hear the opening greeting If you have a security code enter the code when prompted and press 2 when you hear the voice name of the mailbox If you do not have a security code press 2 when you hear the voice name of the mailbox 4 Dial the mailbox number desired and then press 2 to place the caller directly into voice mailbox instead of transferring the call to the subscr...

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Page 39: ...han a few minutes each week to perform all the maintenance The ongoing maintenance tasks include Recording special greetings for holidays Maintaining operator and fax settings Adding and deleting mailboxes Adding deleting and changing message groups Monitoring system status Details about maintenance tasks are in Setting Up Your System and in this chapter Refer to Adding And Deleting Voice Mailboxe...

Page 40: ...Alpha Voice Mail in holiday mode and create a holiday greeting 1 Access the system manager s conversation 2 Select action 5 as prompted to change greetings 3 Press 1 for Yes when prompted to put Xen Alpha Voice Mail in holiday mode 4 Record the holiday greeting Refer to Planning Your Opening Greeting on page 10 T Use holiday mode in emergencies to announce your office is closed because of poor wea...

Page 41: ... the extension for the operator if you need to reassign operator duties temporarily or permanently Change the fax extension number Change the day and night greetings for the Operator mailbox Refer to Setting Your Operator s Extension and Mailbox on page 19 T Accumulated messages in the Operator mailbox can cause a reduction in recording space The person designated as the operator must regularly ch...

Page 42: ...tem manager s conversation allows you to Add a new voice mailbox Delete a mailbox Do this when a person leaves your organisation Reset a mailbox Resetting a mailbox clears it so a new person can use it Do this instead of deleting a mailbox when someone takes it over immediately Delete a security code Do this when a subscriber forgets their security code The subscriber can then reset the security c...

Page 43: ...te group members You can also add or delete groups and hear a list of message groups To edit your message groups 1 Access the system manager s conversation 2 Select action 0 and respond as prompted Refer to Xen Alpha Voice Mail User Guide N Group system IDs can be the same as other system IDs This is because when you address a message if two group or mailbox IDs have the same first three letters X...

Page 44: ...s than 15 minutes of recording time available Xen Alpha Voice Mail warns subscribers when they log in to delete unnecessary messages When the system has less than 8 minutes of the recording time available Xen Alpha Voice Mail does three things Stops recording messages Notifies the system manager that the system is out of recording time Notifies callers leaving messages that the system is out of re...

Page 45: ...meet the specific needs of your organisation Some of the ways you might use call routing include Directing routine calls to departments For Sales press 1 For Support press 2 Presenting audio messages to answer frequently asked questions For business hours and directions to our company press 1 Providing an alternative extension directory when callers are not likely to have letters on their telephon...

Page 46: ...have been increasing and the system manager wants the voice messaging system to route the calls Most callers want to place an order ask for directions or ask about available products and services The diagram on the following page shows how call routing accommodates all of these needs The opening greeting tells callers what action each call routing key provides Greetings for each call routing box d...

Page 47: ...x that will offer a submenu of additional call routing options 3 Change the default actions for each call routing greeting optional 4 Record greetings for call routing boxes Rerecord the opening greeting for day and night if desired to reflect available call routing keys 5 Test call routing keys N Avoid assigning call routing keys that begin with the same digit as subscriber extensions For example...

Page 48: ...Restart conversation Restart conversation 4 9 Operator Operator 5 0 operator Route to extension ________ Route to extension ________ CALL ROUTING BOX Number ________ Reached from Opening greeting Call routing box number _______ Day greeting Night greeting Default action Call routing key assignments Day Night note extension or call routing box number Take message Take message 1 6 Say good bye Say g...

Page 49: ... numbered 01 20 To assign call routing keys 1 Access the system manager s conversation 2 Select action 9 3 Perform either of the following actions Select action 4 to set up call routing keys for the opening greeting OR Select action 5 to set up call routing for a call routing box and then enter the two digit call routing box number as prompted 4 Select action 4 to assign call routing keys 5 Enter ...

Page 50: ...ng to one of the following actions Take a public message Route to the operator Route to another extension Return to the opening greeting Say good bye Disconnect the caller To change default actions 1 Access the system manager s conversation 2 Select action 9 3 Perform either of the following actions 4 Select action 4 to change default actions for the opening greeting OR Select action 5 to change t...

Page 51: ...night to provide callers with the main menu of call routing keys These recordings are completed last To record call routing box greetings 1 Access the system manager s conversation 2 Select action 9 3 Select action 5 and enter the two digit call routing box number as prompted 4 Select action 6 to record a day greeting or to record a night greeting select action 7 5 Select action 1 to change your g...

Page 52: ...d 1 Call in as an external caller The system manager poses as an external caller to test all paths available from each call routing greeting 2 Test the first call routing key 3 Follow one path to its conclusion whether that is ringing an extension leaving a message in a voice mailbox reaching an operator or saying good bye Follow the path under both day and night conditions 4 Test the remaining ca...

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