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Setting up an Automated Attendant

Set Up and Operation Guide

P0886600 Issue 1.0

This chapter contains information and procedures on:

•

recording your company Greetings

•

setting up a Greeting Table

•

assigning greetings to the table

•

creating a custom menu

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adding an alternate language for your greetings

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assigning the Greeting Table Attendant

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assigning a Custom Call Routing menu

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programing the business hours for the Automated Attendant

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programing which lines will be answered by Voice Mail

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setting the number of rings before Voice Mail answers

Periodically, you may wish to revise some of the Automated Attendant settings to
reflect changes in your office. This section also contains information on:

•

viewing and changing which lines will be answered by Voice Mail

•

enabling or disabling the Touchtone Gate option

•

enabling or disabling the Voice Mail option

Other options available are explained elsewhere in this Guide, such as setting up a
fax line, changing the Company Directory status for a mailbox and adding or
changing a Caller ID (CLID) Dialing table.

Tools and materials

To program your Automated Attendant, you will need a Norstar two-line display
telephone.

The Norstar Voice Mail Programing Record, provided to you by your installer or
your customer sales representative, contains useful information about programing
options and can be a helpful reference while setting up the Automated Attendant.

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Summary of Contents for Voice Mail 4.0

Page 1: ...ortel com norstar Norstar is a trademark of Northern Telecom P0886600 Issue 1 0 Printed in Canada Norstar is a trademark of Northern Telecom Copyright Northern Telecom 1998 Norstar Voice Mail 4 0 Set Up and Operation Guide ...

Page 2: ...entation is protected by copyright It may not be copied in any form or medium except pursuant to the Nortel License to Copy Documentation License If a License has been purchased it will be enclosed with this copy of Nortel documentation ...

Page 3: ...tar Voice Mail with a two line display telephone 11 Other telephones 12 Using the Norstar dialpad 12 Logging on 13 Ending a session 14 Interrupting a voice prompt 14 Preparing to program Norstar Voice Mail 14 Chapter 3 Setting up an Automated Attendant 19 Overview 19 Tools and materials 20 Greeting Tables 21 Company Greetings 22 Recording a Greeting 24 Setting up a Greeting Table 25 Automated Atte...

Page 4: ...0 Changing the Business Status from a remote telephone 41 Changing a Company Greeting from a remote telephone 42 Setting the Answer Lines status 42 Setting the Automated Attendant Status 43 Chapter 5 Overview of Mailboxes 49 Types of mailboxes 49 System Coordinator Mailbox 49 General Delivery Mailbox 49 User Mailboxes 50 Guest Mailboxes 50 Information Mailboxes 50 Tools and materials 50 Precaution...

Page 5: ...boxes 73 Adding a User Mailbox 74 Adding several User Mailboxes using the Create Mailbox Utility 77 Guest Mailboxes 80 When to use Guest Mailboxes 80 Adding Guest Mailboxes 81 Information Mailboxes 82 Adding Information Mailboxes 83 Chapter 8 Changing and Deleting Mailboxes 85 Overview 85 Changing mailbox options 85 Deleting a mailbox 90 Chapter 9 Mailbox Administration Tasks 91 Overview 91 Admini...

Page 6: ...9 Overview 109 Programing the feature codes 109 Programing a memory button 109 Determining the Feature Codes 110 Verifying the Feature Codes 112 Leave a Message 112 Open Mailbox 112 Operator Status 113 System Administration 113 Norstar Voice Mail Directory Number 113 Transfer to Mailbox 113 Interrupt a Message 114 Chapter 11 Overview of Custom Call Routing 117 Planning and Designing a CCR Tree 119...

Page 7: ...Tree 141 Removing Caller ID CLID numbers from a CCR tree 142 Accessing the Workspace to change a CCR Tree 142 Changing Options on an existing CCR Tree 143 Adding an Option 143 Changing the Home Menu or a Sub menu 144 Changing an Information Message 145 Changing a Leave Message option 146 Changing the Destination Type 147 Changing a Transfer 148 Erasing a Path 148 Deleting a Tree 149 Chapter 14 Usi...

Page 8: ... NVM Call Handling and Port Usage Report Part 1 174 NVM Call Handling and Port Usage Report Part 2 175 NVM System Configuration Report Part 2 177 NVM System Configuration Report Part 3 178 NVM System Configuration Report Part 4 179 Fax on Demand Usage Report 12 179 Connecting a printer to the NAM 180 About the printer 180 Printing Reports 180 Printing the Tree Reports 181 Chapter 18 Norstar Voice ...

Page 9: ...ession ends unexpectedly 188 You cannot create a Group List 188 Custom Call Routing CCR trouble 188 Norstar Voice Mail does not accept a Path number 188 Interruptions while building or changing the Tree 189 A Tree cannot be saved 189 The Tree cannot be deleted 189 The Tree cannot be enabled 189 The Leave Message Point mailbox is full 189 Deleting a mailbox 189 Norstar Voice Mail Error Messages 190...

Page 10: ...ature Compatibility 209 Overview 209 Delayed answering by the Norstar Voice Mail Automated Attendant 209 Ringing lines and answer buttons 210 Ringing Answer Button 210 Using Call Forward All Calls CFAC and Call Forward No Answer CFNA 210 Sample Norstar Voice Mail set ups 211 Setting Up for a small company 211 Setting Up for a medium sized company 213 Feature Compatibility 216 Appendix C Default Co...

Page 11: ... documentation only for your internal business purposes and only with the Northern Telecom Hardware You may not copy the Program You may not make any copies of the documentation Restrictions You may not i use the Program on more than one computer at a time or on any computer other than the Northern Telecom Hardware ii modify translate reverse engineer decompile disassemble otherwise derive source ...

Page 12: ...resentation that the functions contained in the Program will meet your requirements will operate in the combination selected by you or will operate uninterrupted or error free The extent of Northern Telecom s liability shall be to correct any defect in or replace the defective Program Limitation of Liability THE FOREGOING WARRANTY CONSTITUTES NORTHERN TELECOM S SOLE LIABILITY AND YOUR SOLE REMEDY ...

Page 13: ...cquired the Northern Telecom Hardware in Canada this Sub License is governed by the laws of the Province of Ontario Otherwise this Sub License is governed by the laws of the country in which you acquired the Northern Telecom Hardware This Agreement is the entire agreement between us and supersedes any other communications or advertising with respect to the Program If any provision of this Agreemen...

Page 14: ...computer software developed at private expense and is provided with RESTRICTED RIGHTS Any use duplication or disclosure by the U S Government or its agencies is subject to restrictions set forth in subparagraph c 1 of FAR 52 227 19 or in c 1 ii of the Rights in Technical Data and Computer Software clause at DFAR 252 227 7013 and you shall ensure that such restrictions are complied with ...

Page 15: ...P0886600 Issue 1 0 Set Up and Operation Guide Section I Getting started Introduction Setting up Norstar Voice Mail ...

Page 16: ...2 Getting started Set Up and Operation Guide P0886600 Issue 1 0 ...

Page 17: ...our main components of Norstar Voice Mail and how they enhance your office communications Automated Attendant Answers your business calls promptly 24 hours a day with a Company Greeting A voice prompt then offers callers a menu of options to direct their call by selecting a digit on the dialpad Voice messaging Accurately records callers messages and stores them in a mailbox for easy retrieval Each...

Page 18: ...rmed by each method Table 1 Norstar Voice Mail programing administration comparison Administration function ƒ Norstar Voice Mail Manager Mailbox Add Mailbox Create Mailbox Utility subscriber only Change Delete Automated Attendant AA Return to AA Edit Greeting Tables Line Configuration Record Greetings Calling Line Identification Table Administration Touchtone Greeting Custom Call Routing CCR Tree ...

Page 19: ...Usage Mailbox Activity Calling Line Information Dialing Translation Alarm CCR Tree Class of Service Call Handling Port Usage System Configuration Fax on Demand Usage General Voice Mail Enable Disable General Delivery Mailbox Enable Disable Norstar Voice Mail Version Number Number of Outdial Channels Backup and Restore Dialing Translation Table Dialing Translation Parameters Editable Classes of Ser...

Page 20: ...ce Mail Overview of how Norstar Voice Mail works This section defines the terms used in the set up and operation tasks This section also provides a summary of the System Coordinator s tasks II Automated Attendant AA Setting up an AA Steps for setting up the Automated Attendant AA Status settings How to configure your company s Norstar Voice Mail III Mailboxes Overview of Mailboxes Introductory inf...

Page 21: ...s that are available and how to print them Norstar Voice Mail Troubleshooting Diagnostic and recovery procedures for problems that might occur while setting up and operating Norstar Voice Mail VI Appendices A Dialing Translation Setting up the Dialing Translation Table and setting the Dialing Translation Parameters B Centrex Centrex transfer restrictions feature C Feature Compatibility and Configu...

Page 22: ... Module Installation and Maintenance Manual Applications Module Installation and Maintenance Manual Installer Information about installing the hardware available for Norstar Voice Mail Norstar Voice Mail Programing Record System Coordinator Planning sheets to support the Norstar Voice Mail System Coordinator programing tasks Norstar Voice Mail Digital Networking Installation Guide Installer Inform...

Page 23: ...staller Information about installing the optional FAX hardware and software available for Norstar Voice Mail Norstar Voice Mail FAX Set Up and Operation Guide System Coordinator Instructions for setting up and programing the optional FAX software available for Norstar Voice Mail Norstar Voice Mail FAX User Guide All users Information about programing and using the optional FAX software available f...

Page 24: ...10 Introduction Set Up and Operation Guide P0886600 Issue 1 0 ...

Page 25: ...h any touch tone phone Incoming calls from a rotary dial telephone are transfered to your company Receptionist or designated Operator If the Operator is not available the caller is directed to the General Delivery Mailbox When using Voice Mail from a Norstar telephone a mailbox owner must first enter a Feature Code For more information about Feature Codes refer to Mailbox Feature Codes on page 109...

Page 26: ... appear on the display in the order listed on the number button When entering programing information such as names up to 16 characters appear on the Norstar telephone display On some displays you can enter more than 16 characters though 16 is all that is shown The first time a numeric button is pressed the display shows the first assigned letter A second press of the same button changes the displa...

Page 27: ... Personal Mailbox while away from the office When you are away from the office you can access Norstar Voice Mail using the dialpad of any touch tone telephone To access your Personal Mailbox press while your Personal Greeting plays Enter your Personal Mailbox number and password combination and follow the voice prompts After listening to your messages the messages you have not deleted are automati...

Page 28: ...s provide the same options as the display button options and additional options not appearing on the display When the voice prompt plays the available options it provides the dialpad buttons that invoke the options When the voice prompt announces a display option with a corresponding dialpad button you can use the display button or the number on the dialpad Either button invokes the selected optio...

Page 29: ...ctory Change number of channels for outdialing Enable General Delivery Mailbox Print Reports View Norstar Voice Mail Software Version CLID dialing table admin Re install Norstar Voice Mail Reset Norstar Voice Mail Backup Norstar Voice Mail programing and settings Option admin Create Mailbox Utility External Mailbox initialization enable disable Restore Norstar Voice Mail programing and settings Ot...

Page 30: ...16 Setting up Norstar Voice Mail Set Up and Operation Guide P0886600 Issue 1 0 ...

Page 31: ...P0886600 Issue 1 0 Set Up and Operation Guide Section II Automated Attendant Setting up an Automated Attendant Auto Attendant Status settings ...

Page 32: ...18 Automated Attendant Set Up and Operation Guide P0886600 Issue 1 0 ...

Page 33: ...fferent greeting when they call the customer support line After the greeting the Automated Attendant Menu offers callers a range of options that they can select using the dialpad of their telephone You can also customize this menu to provide a different selection of options for callers If you want to offer a greater range of options and services for incoming calls a Custom Call Routing CCR menu ca...

Page 34: ...ted Attendant settings to reflect changes in your office This section also contains information on viewing and changing which lines will be answered by Voice Mail enabling or disabling the Touchtone Gate option enabling or disabling the Voice Mail option Other options available are explained elsewhere in this Guide such as setting up a fax line changing the Company Directory status for a mailbox a...

Page 35: ... can be assigned a Greeting Table at any one time You can assign the same four greetings to each table or you can assign unique greetings for each table Feature 983 Log on Mailboxes Automated Attendant Other Greetings Greeting Table Lines Record Greetings Set return to Automated Attendant Rings before answer Enter line number Answer line Assign Attendant DN Assign CCR Tree Assign start times for M...

Page 36: ...e recorded in the Alternate Language This means you could record greetings 5 6 7 and 8 in the Alternate Language and assign the greetings to Greeting Table 2 for line 2 Company Greetings Before you record your company Greetings determine the type of greetings to be used on the different incoming telephone lines and what you would like the greetings to say You must prepare at least four greetings A...

Page 37: ... Greetings 1 to 4 to the Table but you must select the language preference If you are using a Primary and Alternate Language it is a good idea to record the option instruction in the Alternate Language For example if you are using English as your Primary Language and French as your Alternate Language your main greeting would be in English and the option instruction would be in French For example G...

Page 38: ...reeting number to be recorded from 1 to 40 and press OK 7 Press REC At the tone record your greeting Do not hang up the receiver when you have finished recording 8 Press OK to end your recording 9 To listen to the greeting press PLAY To accept the recording press OK To record the greeting again press RETRY Repeat steps 5 through 9 for any other numbered greeting you want to record 10 Press to end ...

Page 39: ...omated Attendant The default Automated Attendant Menu informs the caller Using the dialpad please enter the extension you wish to call To use the directory press To leave a message press To reach an Operator press Recording a Custom Menu If the Automated Attendant Menu prompt is set to No you must record a Custom Menu prompt to replace the prerecorded one When you record a Custom Menu prompt you c...

Page 40: ...8 Press REC At the tone record your primary prompt To record the alternate prompt press then press ALT 9 Press OK 10 To accept the recording press OK To record the prompt again press RETRY 11 Press 12 Press OK Grtg table RETRY AA menu prompt Y OK Prompt ALT Prompt pri PLAY QUIT Record prompt RETRY Accept prompt RETRY PLAY Prompt PRIME ALT AA menu prompt N CHNG REC ...

Page 41: ...reeting Table This setting determines which language the Automated Attendant uses when answering incoming calls If the Norstar Voice Mail Bilingual Option is set to No this display is not shown Assigning the language preference 13 If you are leaving the Morning greeting as it is press NEXT until the display shows the one you want Press CHNG 14 Enter the greeting number 1 to 40 and press OK 15 Pres...

Page 42: ...he Greeting Tables Business Hours are divided into the four categories Morning Afternoon Evening and Non business for each of the seven days of the week for each Greeting Table 21 Press CHNG 22 Enter the DN of the Greeting Table Attendant 23 Press NEXT To return the Greeting Table Attendant back to none after a DN has been entered you must press CHNG and then 24 Press CHNG 25 Enter the CCR Tree nu...

Page 43: ... until the Business Status is set to On 29 Press NEXT 30 Press CHNG 31 Enter the Monday Afternoon start time and press AM or PM 32 Press NEXT 33 Press CHNG 34 Enter the Monday Evening start time and press AM or PM 35 Press NEXT 36 Press CHNG 37 Enter the Non business start time and press AM or PM 38 Press DAY 39 Repeat the steps 27 through 38 for each day of the week 40 Press to end this programin...

Page 44: ...box number and password then press OK 3 Press 4 Press CHNG to toggle the setting and select N for No or Y for Yes Press CHNG to toggle the setting and select N for No or Y for Yes 5 Press NEXT 6 Press OK to select English as the Primary Language or press CHNG to select French or Spanish as the Primary Language Press OK to select English as the Primary Language or press CHNG to select French or Spa...

Page 45: ...ber of lines is 500 Adding lines and assigning a Greeting Table To add a line and assign a Greeting Table For more information about line answering refer to Setting the Answer Lines status on page 42 1 Press ƒ 2 Enter the System Coordinator Mailbox number and password then press OK 3 Press AA 4 Press LINES 5 Enter the line number and press OK 6 Press CHNG to change the Answer status from N to Y 7 ...

Page 46: ... just prior to the second ring so assigning the number of rings to zero or one prevents CLID from being relayed Without CLID Personalized Greetings and other features related to CLID will not play 1 Press ƒ 2 Enter the System Coordinator Mailbox number and password then press OK 3 Press AA 4 Press LINES 5 Enter the line number and press OK 6 Press CHNG if you wish to change the Answer status 7 Pre...

Page 47: ...NG 9 Enter the number of rings from 0 to 12 and press OK Enter the number 2 or greater if your company subscribes to CLID 10 Use the NEXT and CHNG buttons to view the lines and change the number of rings if you wish Press to return to step 4 and select a line number without having to scroll through the entire list Press to end this programing session Log QUIT RETRY Admin MBOX OTHR Auto Atdt Admin ...

Page 48: ...on page 24 When the tone for 1 is received the call proceeds to the Automated Attendant or CCR Tree When no tone is received the call is sent back to the Receptionist or designated Operator specified by the Greeting Table When the attendant is not available the call is directed to the General Delivery Mailbox If this is not available the call is disconnected The Touchtone Gate voice prompt is not ...

Page 49: ...orstar Voice Mail users may still leave a message in a mailbox using Feature 980 as shown below or the record message option in Feature 981 The mailbox owner may also transfer internal calls to another mailbox by using Feature 986 6 Press OK to accept the standard voice prompt Press NEXT to choose the custom voice prompt Press CHNG to choose the custom voice prompt or to disable Touchtone Gate 7 P...

Page 50: ...Press ƒ 2 Enter the System Coordinator Mailbox number and password then press OK 3 Press 4 Press CHNG to change the Y to N Press to end this programing session Feature 980 Enter mailbox number Use Directory Owner s name confirmation Record message Send message Delivery Options 3 Certified Urgent Private Timed Other Log QUIT RETRY Admin MBOX OTHR Voice Mail Y NEXT ...

Page 51: ... Operator is available to respond to callers the Operator Status should be set to Yes When your company Receptionist or designated Operator goes for a break lunch or leaves in the afternoon the Operator Status should be set to No When the Operator Status is set to No a caller who requests an Operator is informed the Operator is not available and is transfered to the Menu options to dial another DN...

Page 52: ...password 1 Press ƒ 2 Enter fl fl OPERATOR and press OK This is the default Operator password To change the Operator password see below 3 Press CHNG to toggle the setting and select either N for No or Y for Yes Press to end this programing session 1 Press ƒ 2 Enter fl fl OPERATOR and press OK 3 Press 4 Enter the new Operator password between 4 and 8 digits and press OK Press to end this programing ...

Page 53: ... the DN of the General Delivery Mailbox to the new DN of the Operator Requesting to speak to your company Receptionist or designated Operator is available when the Automated Attendant voice prompt announces the option and the Operator Status is set to Yes To change the Operator default DN Anyone requesting an Operator is transfered to the new DN When the Operator does not answer the call is transf...

Page 54: ...mpany opens At the end of the business day the company Receptionist or designated Operator should set the Business Status to No To set the Business Status Making changes from a remote telephone You can access Norstar Voice Mail to change a greeting or the Business Status by using the dialpad of any internal or external touch tone phone Remote administration must be done through the System Coordina...

Page 55: ...voice prompts play To open or close the business press To change a Company Greeting press To exit press 1 Press The following voice prompts play The business is closed To open it press To exit press 2 Press The following voice prompts play The business is open To close it press To exit press 3 Press The Business Status is now set to open If the Business Status is set to open and you wish to set it...

Page 56: ...s to end your recording Press to replay your recording To erase and re record your greeting press 7 Press to accept your recording After the recording has been accepted you are returned to the Remote Administration Menu Setting the Answer Lines status Norstar Voice Mail can answer all your Central Office CO lines included in line configuration When Answer Lines is enabled Norstar Voice Mail answer...

Page 57: ...to Company Greetings on page 22 When the Return to Automated Attendant prompt is set to No the caller is not provided with any more options after leaving a message Instead after hearing the voice prompt Message delivered the caller hears Exiting the system good bye and the session ends You may want to set the Automated Attendant prompt to No to prevent callers from establishing lengthy Norstar Voi...

Page 58: ... Coordinator Mailbox number and password then press OK 3 Press AA 4 Press GRTG 5 Press AA 6 Press CHNG Changing Y to N means the caller is not returned to the Automated Attendant Menu Prompt after leaving a message Press to end this programing session Log QUIT RETRY Admin MBOX OTHR Auto Atdt Admin TABLE LINES Greeting admin GRTG Return to AA Y NEXT ...

Page 59: ...e 1 0 Set Up and Operation Guide Section III Mailboxes Special Mailboxes General Delivery and System Coordinator Creating Mailboxes Changing and Deleting Mailboxes Mailbox Administration Tasks Mailbox Feature Codes ...

Page 60: ...46 Mailboxes Set Up and Operation Guide P0886600 Issue 1 0 ...

Page 61: ...P0886600 Issue 1 0 Set Up and Operation Guide ...

Page 62: ...48 Set Up and Operation Guide P0886600 Issue 1 0 ...

Page 63: ...initialized by changing the password and recording the name Until a mailbox is initialized it cannot receive voice messages and any calls that are directed to it are rerouted to the General Delivery Mailbox Only a person using the System Coordinator mailbox and password has the ability to create change or delete the mailboxes Administrative tasks are also performed using the System Coordinator Mai...

Page 64: ...pe of mailbox that can be created by the System Coordinator This mailbox plays an informative message for callers who access it It must be initialized before it can present information messages to the caller Callers cannot leave messages on Information Mailboxes For more information refer to Information Mailboxes on page 82 Tools and materials Before you begin adding mailboxes ensure you have comp...

Page 65: ... DN but require a mailbox These mailboxes receive and store messages in the same way that User Mailboxes do Information Mailbox The Information Mailbox plays an informative message to whomever should access it The Information Mailbox does not take messages and does not have a DN associated with it Mailbox A User Mailbox Message Waiting Notification Message Waiting Notification provides a mailbox o...

Page 66: ...ble to answer their telephone User Mailboxes can be assigned to anyone who has a Norstar Directory Number DN Term Definition Feature 983 Log on Mailboxes Automated Attendant Group List CCR Add Delete Change Mailbox number Mailbox number Mailbox number Directory Number Delete Mbox Directory Number Class of Service Class of Service Owner s name Owner s name Directory Directory Message Waiting Messag...

Page 67: ...are saved in a mailbox The message retention period ranges from one to 365 days or 0 indefinitely Greeting length This establishes the length of a recorded mailbox greeting A mailbox greeting length ranges from one to 60 minutes Off premise Message Notification This allows messages to be directed to another Norstar set any phone number or to a pager For important information on preventing callers ...

Page 68: ...lting message in their mailbox Call Record is activated by pressing ƒ In some areas Call Record is not available as it contravenes local laws therefore Call Record is not enabled in any Class of Service If Call Record is legal in your area use Norstar Voice Mail Manager to customize a Class of Service to enable Call Record Class of Service 1 2 3 4 5 6 7 8 Prompt language P A P A P A P A Mailbox me...

Page 69: ... Alternate DNs Fax Line Virtual Call Screening Message Waiting Notification Outdial route The Mailbox Overrides are not included in a Class of Service When you add a mailbox you can change these options without changing the Class of Service Class of Service 9 10 11 12 13 14 15 16 Prompt language P A P A P A P A Mailbox message time in minutes 10 10 30 30 120 120 120 120 Message length in minutes 3...

Page 70: ...their mailbox For more information about the Company Directory refer to Setting Up for a medium sized company on page 213 Alternate DNs Up to two Alternate DNs can be assigned to each User mailbox When a caller dials the main DN the DN that has Alternate DNs assigned the call rings at the main DN only The exception to this is when Alternate DNs are assigned an Answer DN for the main DN For more in...

Page 71: ...the Norstar Voice Mail FAX User Guide Setting up a Fax Line Before assigning a line as a Fax Line you must ensure the line has the Norstar Voice Mail Directory Number DN set as its prime set Press ƒ fito determine the Norstar Voice Mail DN ensure the line does not appear or ring at any existing set give the corresponding phone number to the user so they can notify others of their fax number Line p...

Page 72: ...sage Waiting Notification Message Waiting Notification provides the user with a visual indication on the telephone display that one or more new messages are waiting to be heard The default value for Message Waiting Notification is Yes This means Norstar Voice Mail will leave a Message for you notification on a Norstar telephone display When the Message Waiting Notification is changed to No Norstar...

Page 73: ...et to which Norstar Voice Mail is connected not by the Norstar telephone Refer to your Norstar System documentation for additional information 2 Through Norstar programing assign the dialing restrictions to the set of the user Refer to your Norstar System documentation for additional information 3 Through Norstar programing assign the dialing restrictions to the Norstar line s being used for outdi...

Page 74: ...60 Overview of Mailboxes Set Up and Operation Guide P0886600 Issue 1 0 ...

Page 75: ...ues for the Special Mailboxes become 20 and 22 All mailbox and DNs used in this manual assume the length is three digits For more information about the Norstar Voice Mail default values refer to Appendix C Default Configuration Values on page 221 Overview of Programing using Feature 981 Open Mailbox 6 ƒ Password or Log on Owner s name confirmation fl Play saved messages Record messages Mailbox Adm...

Page 76: ...cial Mailboxes are the Norstar Voice Mail default mailbox numbers based on a two digit DN length The mailbox number length is determined in the initial system set up Mailbox numbers can range from two to seven digits For more information about the Norstar Voice Mail defaults refer to Appendix C Default Configuration Values on page 221 General Delivery Mailbox The General Delivery Mailbox is your c...

Page 77: ...il Mailbox can be used it must be initialized The steps for initializing Special Mailboxes and Personal Mailboxes are the same Initializing a mailbox involves changing the default password recording the mailbox name in the Company Directory It is recommended that a mailbox greeting is recorded as soon as possible after initialization The General Delivery Mailbox can receive messages before it is i...

Page 78: ...inator Mailbox number and password then press OK If the set you are using has a mailbox the Pswd prompt appears Press OTHR to display the Log prompt 3 Enter the new password and press OK 4 Enter the new password again and press OK 5 At the tone record your name and press OK When recording a mailbox name in the Company Directory you should also include the intercom number 6 To accept the recording ...

Page 79: ...ilbox Include the Special Mailbox name in your greeting To record a Special Mailbox Greeting 1 Press ƒ 2 Enter your password then press OK If the set you are using has a mailbox the Pswd prompt appears Press OTHR to display the Log prompt 3 Press ADMIN 4 Press GREET 5 Press REC 6 Press PRIME Press ALT to record your Alternate Greeting For information on recording Personalized Greetings refer to th...

Page 80: ...imary Greeting at the appropriate time If you select a greeting that is not yet recorded you are transfered back to the Greeting option display to record the greeting To choose a Primary or Alternate Greeting 10 For each Special Mailbox Greeting follow steps 1 through 9 or press to end this programing session 1 Press ƒ 2 Enter the System Coordinator Mailbox number and password then press OK If the...

Page 81: ...rmal Certified CERT This notifies you that your message has been received and read The Certified Delivery Option can be applied only from an internal telephone if the caller has a mailbox recognized by the system Urgent URGENT This marks the message urgent and is preceded by the voice announcement This message is urgent Messages marked Urgent play before other messages left in the mailbox Private ...

Page 82: ...ginal message was designated as Private by the sender a Broadcast Message which deletes automatically after being played When the display shows the REPLY feature press fi to continue to the next display When a message is left by an internal caller who has a mailbox initialized with Norstar Voice Mail the display shows the REPLY feature The display also shows REPLY if a message is left by an extern...

Page 83: ...o show Mbox 6 At the tone record the message introduction The introduction to a message must be more than three seconds long Press OK to end the recording 7 To accept the recording press SEND To listen to your introduction before you send the message press PLAY To record the introduction again press RETRY 8 Enter the mailbox number that is to receive the message or press DIR to select the mailbox ...

Page 84: ... must first open the mailbox and listen to the message 10 To mark a message Certified press CERT then press SEND To mark a message Urgent press URGENT then press SEND To mark a message Private press OTHR then press PRIV then SEND To send a Timed Message press OTHR then TIME then follow the time and date prompts If only one of PRIV or TIME apply that button replaces the OTHR button at the Delivery ...

Page 85: ... you have the option of adding or removing digits from the number to be outdialed This display will not appear if a dialing translation table is established and enabled or if the Caller ID number does not require translation In these cases you will see Please hold while the number is dialed directly Note Press TRIM to remove digits from the beginning of the phone number This automatically removes ...

Page 86: ...72 Special Mailboxes General Delivery and System Coordinator Set Up and Operation Guide P0886600 Issue 1 0 ...

Page 87: ...t the button marked change User Mailboxes New mailboxes can be added to Norstar Voice Mail whenever they are required Before you add a new mailbox ensure that you have all the necessary mailbox information You should complete Mailboxes in the Norstar Voice Mail Programing Record outlining the mailbox number Directory Number Class of Service mailbox owner s name last name and first initial mailbox ...

Page 88: ...t mailbox 8 Enter a Class of Service from 1 to 16 and press OK 9 Enter the mailbox owner s last name comma and first name initial and press OK Note This field has a maximum of 14 characters 10 Press YES or NO Note This is a Directory Override Pressing YES means the mailbox owner s name always plays in the Company Directory 11 Press YES or NO Note This establishes whether a message notification app...

Page 89: ...s long distance dialing This feature should be enabled only to individuals who require it 13 Enter the Line or Pool number and press OK Line numbers must be between 1 and 500 14 Press OK to accept the line number Note Although line pools are labeled by a letter such as A B or C Norstar Voice Mail accepts only numbers When you enter a line pool use 1 for A 2 for B 3 for C and so on 15 Press CHNG to...

Page 90: ...a Fax Line or press NEXT if you do not want to add a fax DN 22 Enter the Fax Line number 1 500 and press OK 23 Press NEXT 24 Press CHNG to set transfer to screened or press NEXT if you do not want to change the transfer type 25 Repeat steps 4 through 24 to add another mailbox or press to end this programing session Alt2 ext RETRY Alt2 ext xxxx CHNG Fax line none NEXT Fax line RETRY Fax line xx CHN...

Page 91: ...boxes created using the Create Mailbox Utility Call screening default is blind off the mailbox name is taken from the Norstar DN programing if it has been completed We recommend programing the DN names before using the Create Mailbox Utility For more information refer to the Norstar Installation Guide If the Norstar Integrated Communication System ICS is not programed the Mailbox number is used Me...

Page 92: ... to stop creating mailboxes at 7 Enter a Class of Service from 1 to 16 and press OK Mailbox request given to System Coordinator type of mailbox user s name options required System Coordinator decides Class of Service with following information Are there several Mailboxes to add at the same time Yes No Are they all User Mailboxes No Yes Use the Create Mailbox Utility Select the appropriate registra...

Page 93: ...line pool use 1 for A 2 for B 3 for C and so on 10 Press OK 11 Press NEXT or press CHNG to enable Call Screening for these DNs For more information about the Call Screening feature refer to Activating the Call Screening feature on page 58 and Mailbox Feature Codes on page 109 12 Press YES 13 The xx in the display changes to show all the mailbox numbers created in the range specified in steps 5 and...

Page 94: ... callers with the ability to register by telephone providing frequent customers access to Norstar Voice Mail services The following example suggests how you could set up a Guest Mailbox for an announcement and order taking capability When you are providing services that allow a customer to call into a mailbox you record the mailbox number in the Company Greeting This allows a caller to transfer di...

Page 95: ...t of range the display will show Invalid number If the number is not out of range the display will show Not in service The last thing you must do is determine a Class of Service When you assign a Class of Service for a Guest Mailbox being used as an order mailbox you should choose one that allows for the maximum mailbox greeting recording and message time available Refer to Class of Service on pag...

Page 96: ...nected automatically after listening to an Information Mailbox Information Mailbox Greetings can be recorded by you or by the user assigned the Information Mailbox For more information about recording Information Greetings refer to the Norstar Voice Mail Reference Guide 8 Enter a Class of Service from 1 to 16 and press OK 9 Enter the mailbox last name comma first name and press OK 10 Press YES if ...

Page 97: ... company information For example Good Afternoon This is On Your Toes Dance Studio To reach our studio press fl To listen to one of our special announcements press to reach the Operator When a caller presses zero the Operator provides a list of the Information Mailboxes and transfers the caller accordingly Adding Information Mailboxes Before you can add an Information Mailbox you must determine a C...

Page 98: ...ess YES if you want the mailbox owner s name to play in the Company Directory or press NO if you do not want the owner s name to play in the Company Directory 11 Repeat steps 4 through 10 to add another Information Mailbox or press to end this programing session Type subscriber OK Type information NEXT Service class RETRY Name NEXT Directory YES NO Mailbox Admin ADD DEL CHNG ...

Page 99: ...u through resetting a mailbox password changing a mailbox DN changing a mailbox Class of Service changing a mailbox owner s name changing the Company Directory Override changing Message Waiting Notification status changing the Mailbox Outdial route changing the Alternate DNs changing the Fax line changing the Call Screening feature status Resetting a mailbox password Resetting a mailbox password c...

Page 100: ...NG 4 Enter the mailbox number 5 Press RESET 6 The password has been reset 7 Press NEXT 8 Press CHNG 9 Enter the new DN 333 in our example The DN has been changed 10 Press NEXT 11 Press CHNG 12 Enter Class of Service from 1 to 16 3 in our example and press OK The Class of Service has been changed Admin AA OTHR Mailbox Admin ADD DEL Mbox DIR QUIT Password NEXT Password reset Password RESET Ext NEXT ...

Page 101: ... and press OK The mailbox owner s name has been changed 16 Press NEXT 17 To override the Company Directory Class of Service setting press CHNG Y indicates the mailbox owner s name is included in the Company Directory and N means it is not included The Company Directory status for the Mailbox has been changed 18 Press NEXT 19 Press CHNG Y indicates that Message for you appears on the mailbox owner ...

Page 102: ...n 22 Press CHNG 23 Enter the Line or Pool number 3 in this example and press OK Although line pools are labeled by a letter such as A B or C Norstar Voice Mail accepts only numbers When you enter a line pool use 1 for A 2 for B 3 for C and so on 24 Press OK The Outdial route has been changed 25 Press NEXT 26 Press CHNG to change the first Alternate DN 655 in our example or press NEXT if you want t...

Page 103: ...t to remove the second Alternate DN press and the display will show Alt2 ext none or enter the second Alternate DN 756 in our example and press OK The Alternate DNs have been changed 31 Press NEXT 32 Press CHNG to change the Fax Line 20 in our example or press NEXT if you do not want to change the Fax Line 33 Enter the Fax Line number 27 in our example and press OK Note If you want to remove the F...

Page 104: ...ssociated with a CCR Tree make sure you remove the mailbox from the CCR Tree first If you do not delete the mailbox the message Mbox in CCR appears on your display To delete a mailbox 34 Press NEXT 35 Press CHNG 36 Press NEXT Note You have completed the changing the Call Screening status 37 Press to end this programing session 1 Press ƒ 2 Press MBOX 3 Press DEL 4 Enter the mailbox number to be del...

Page 105: ...lbox owner you can send the message from the General Delivery Mailbox to the owner s mailbox if they have one Administering Personal Mailboxes A Personal Mailbox is administered for the most part by the mailbox owner and requires very little administration by the System Coordinator Personal Mailbox administration tasks to be performed by the System Coordinator include changing mailbox options such...

Page 106: ...ntil the password is reset Refer to Changing mailbox options on page 85 Password expiry Each mailbox is assigned a maximum number of days a password remains active as a Class of Service Once the maximum number of days has been passed the mailbox password will expire The mailbox owner can open the mailbox but cannot access messages or perform other mailbox functions until the password is changed Un...

Page 107: ... attempts to access an uninitialized mailbox from an external number they will be denied access Once the mailbox has been initialized the user is able to access the mailbox from any touch tone phone The default setting for the External Initialization feature is off To enable External Initialization 1 Press ƒ 2 Enter the System Coordinator Mailbox number and password then press OK 3 Enter 4 Press C...

Page 108: ...y refer to Company Directory on page 56 To configure the Company Directory 1 Press ƒ 2 Enter the System Coordinator Mailbox number and password then press OK 3 Press 4 Press NEXT 5 Press NEXT to choose a search mode Press CHNG to change to disable the Company Directory feature 6 Press NEXT if you want select first name as the search mode for the Company Directory Press CHNG to select Lastname or B...

Page 109: ...ailable on Norstar Voice Mail Do not assign all station channels on your system as voice channels for Outdialing Ensure you reserve enough channels to accommodate incoming calls Note Enable Outbound Transfer only for users who require this feature Outbound Transfer increases the likelihood of unauthorized use of the Norstar Voice Mail system especially when the line or pool assigned allows long di...

Page 110: ...r is not available all calls that request the Operator are transfered to the General Delivery Mailbox Your company s designated Operator should be assigned the General Delivery Mailbox number The DN can be any operating DN on your Norstar Voice Mail System that is not already assigned to a mailbox To change the mailbox number 1 Press ƒ 2 Enter the System Coordinator Mailbox number and password the...

Page 111: ...s Broadcast Messages can be sent only by the System Coordinator from the System Coordinator s Mailbox by entering ƒ logging on and pressing For a high level view refer to the figure Overview of Programing using Feature 981 Open Mailbox on page 61 Broadcast Messages are recorded by the System Coordinator and played on all mailboxes initialized with Norstar Voice Mail A mailbox owner does not have t...

Page 112: ... from the accounting department into one Group List and all mailboxes from shipping into another A Group List can include only mailbox numbers A Group List cannot include the number of another Group List The Group List feature is enabled during installation 1 Press ƒ 2 Press OTHR Note If the set you are using does not have a mailbox the Log prompt will appear 3 Enter the System Coordinator Mailbox...

Page 113: ...t Feature 983 Group List Norstar Voice Mail allows 99 Group Lists Each Group List can contain a maximum of 1 000 mailboxes Before you begin to add Group Lists you must prepare a group mailbox member list This list should contain leading digit assigned during installation see Group List Numbers on page 100 Group List name maximum 16 characters long mailbox numbers to be included in the group A mail...

Page 114: ... the Group List leading digit on page 104 The Group List number acts like a mailbox number when you leave a message for the mailboxes in the Group List The table Sample Group List shows two sample Group Lists Sample Group List Adding a Group List To add a Group List Group List no Name Mailbox no 901 Sales 224 223 233 902 Shipping 227 221 1 Press ƒ 2 Enter the System Coordinator Mailbox number and ...

Page 115: ...s played to any caller who leaves a message for the mailboxes in the group 8 To listen to your recording press PLAY To accept the recording press OK To record the name again press RETRY 9 Enter the Group List name maximum 16 characters and press OK The display briefly shows Add first member 10 Enter the first mailbox number to be included in the Group List Note If you do not know a mailbox number ...

Page 116: ...e display shows shipping as an example name 8 Enter the new Group List name and press OK 9 Press NEXT 10 To make a new recording of the Group List name press REC 11 At the tone record the new Group List name and press OK 12 To listen to your recording press PLAY To accept the recording press OK To record the name again press RETRY Press to end this programing session Log QUIT RETRY Admin MBOX AA A...

Page 117: ...ess OK 3 Press OTHR 4 Press GLIST 5 Press CHNG 6 Enter the Group List number you want to change 7 Press NEXT 8 Press NEXT 9 Press ADD to add a mailbox number to the Group List Note Press VIEW to view members of the Group List 10 Type the name and press OK Press OK again to verify 11 Press NEXT 12 Enter the DN to be included in the Group List and press OK 13 Press OK A display appears briefly to no...

Page 118: ...ng digit to a number that will conflict with mailbox numbers For example if your company has mailboxes ranging from 500 to 720 you could not choose 5 6 or 7 as the Group List leading digit To change the Group List leading digit 14 Press VIEW then DEL to delete a mailbox number from the Group List Press to end this programing session 1 Press ƒ 2 Enter the System Coordinator Mailbox number and passw...

Page 119: ... mailboxes from the Norstar Voice Mail system To delete a Group List 1 Press ƒ 2 Enter the System Coordinator Mailbox number and password then press OK 3 Press OTHR 4 Press GLIST 5 Press DEL 6 Enter the Group List number you want deleted 7 Press DEL A display appears briefly to notify you that the Group List has been deleted 8 Press to end this programing session Log QUIT RETRY Admin MBOX AA Admin...

Page 120: ...ge does not play automatically When a mailbox owner sends a message to the Group List the mailbox owner s own mailbox does not receive the message To send a Group Message from your Norstar telephone 1 Press ƒ 2 Enter the Mailbox number 3 Enter the Group List number and press OK 4 At the sound of the tone record your message and press OK to end your recording 5 Press RETRY to record your message ag...

Page 121: ...ented To cancel Off premise Message Notification from an internally called DN Caller ID CLID If your company subscribes to Caller ID also known as Calling Line Identification or CLID the caller s number or name and number appears on the telephone s display provided the telephone has a one or two line display The following information is useful to maximize the benefits of Caller ID Caller ID is one...

Page 122: ... Automated Attendant Other Change Quit Destination Telephone number CLID Add Destination Telephone number Table Ext Othr Feature 983 Feature 983 Log on Mailboxes Automated Attendant Group List CCR Change Quit Destination Telephone number CLID 11 Add Destination Telephone number Table Othr options with voice prompts options appear on telephone display only no voice prompt ...

Page 123: ... in table Feature Codes below Feature Codes Programing a memory button To simplify the set up and administration tasks we recommend programing a memory button for the Feature Codes you will use most often The most frequently used Norstar Voice Mail Feature Codes are Open Mailbox Feature 981 System Administration Feature 983 Transfer Feature 986 Interrupt Feature 987 Feature Operation Feature 980 L...

Page 124: ...fore you continue with the set up ensure these Feature Codes are available It is possible that some Feature Codes might be in use by another Norstar application If so Norstar Voice Mail automatically assigns codes between 900 and 999 These codes might not appear in sequential order To determine the Norstar Voice Mail Feature Code availability 1 From a Norstar two line display telephone press ƒ Not...

Page 125: ... the assigned codes in the space provided ƒ Note Feature 9 ___ ___ ƒ Note Feature 9 ___ ___ ƒ Note Feature 9 ___ ___ ƒ Note Feature 9 ___ ___ ƒ fi Note Feature 9 ___ ___ ƒ fl Note Feature 9 ___ ___ ƒ Note Feature 9 ___ ___ Leave msg F9xx NEXT Open mbox F9xx NEXT Operator F9xx NEXT Sys admin F9xx NEXT N VM F9xx NEXT Transfer F9xx NEXT Interrupt F9xx QUIT ...

Page 126: ...as follows Leave a Message The Leave Message Feature Code is used by mailbox owners to leave a message in a mailbox initialized with Norstar Voice Mail To use the Leave Message Feature press ƒ Open Mailbox The Open Mailbox Feature Code is used by mailbox owners to open their Personal Mailboxes All Personal Mailboxes are protected by a password established by the mailbox owner To use the Open Mailb...

Page 127: ...tem Administration Feature Code is used by the System Coordinator and the installer to set up Norstar Voice Mail This Feature Code is also used by the System Coordinator to add mailboxes and select an Alternate Language This Feature Code is protected by a password chosen by the System Coordinator To use the System Administration Feature press ƒ Norstar Voice Mail Directory Number The Norstar Voice...

Page 128: ...k with a caller who has reached your mailbox To use the Interrupt Feature press ƒ When a caller leaving a message in a mailbox is interrupted the first part of the message remains in the mailbox This message can be deleted at your convenience If Off premise Message Notification is on the message will cause Norstar Voice Mail to call the Off premise Notification number immediately ...

Page 129: ...P0886600 Issue 1 0 Set Up and Operation Guide Section IV Custom Call Routing CCR Overview of Custom Call Routing Building Saving and Enabling a CCR Tree Changing or Deleting a CCR Tree ...

Page 130: ...116 Custom Call Routing CCR Set Up and Operation Guide P0886600 Issue 1 0 ...

Page 131: ...ates using their telephone dialpad By selecting an option from the prompts created by the System Coordinator callers can play an information message leave a message in a mailbox transfer to a DN or an external number access a sub menu Custom Call Routing overview When building a CCR Tree the System Coordinator starts by programing the options to be presented in the Home Menu Up to eight options ca...

Page 132: ...nguage Information Message An Information Message is a message you record to provide a caller with information about goods or services available from your company Information Mailboxes must be created before the Information Message option can be added to the CCR Tree Leave Message Leave Message provides a caller with access to a mailbox so they can leave a message By selecting this option the call...

Page 133: ...ar Voice Mail Programing Record Photocopy this record and use the photocopy as an outline as you proceed through this section By default a caller can press to be prompted in an alternate language or to reach an Operator These options are not verbally prompted unless you include them as part of the Home Menu voice prompt Company Greeting This is Ideal Office Machines Our business hours are from 9 0...

Page 134: ...s disconnected automatically at the end of the message The other Destination Types do not apply Recording an Alternate Language Home Menu voice prompt If you record an Alternate Language Home Menu voice prompt you must inform callers of the Alternate Language option When you are recording the Primary Language Home Menu prompt tell the caller to press if they wish to hear the message in the Alterna...

Page 135: ... number is pressed the caller is transfered automatically to a mailbox to leave a message For example You have reached the Ideal Office Machines Order Desk mailbox After the tone leave your name complete address phone number and the item name and number you want to order Thank you Transfer A Transfer option provides a caller with access to a DN or an external number A Transfer option is assigned a...

Page 136: ...d provides three more options options 3 1 3 2 and 3 3 Path 4 transfers the call to a DN Leave Message Path 2 To be included on the Ideal Office Machines Mailing list please leave your name and address after the tone Destination type P P P PR R R RE E E EV V V V Sub menu Path 1 To hear our weekly specials press To speak with a clerk at the Order Desk press Level one Level zero Path 3 2 Transfer Pat...

Page 137: ...d a new tree Recording the Home Menu voice prompt Adding a Menu Adding an Information Message Adding a Leave Message Assigning a Destination Type Adding an internal Transfer Adding an external Transfer Saving a CCR tree Enabling a CCR tree Testing a CCR tree Tools and materials To have a clear record of the paths and options you intend to create we recommend that you first complete the appropriate...

Page 138: ... Print Quit Print Quit Path number Point type Information Message Leave Message Primary prompt Mailbox number Destination Destination Transfer Point Mailbox number or external number Menu Point Prev Home Disc Prev Home Disc Primary prompt Feature 983 Log on Mailboxes Automated Attendant Group List CCR Admin Tree number Changing the parameters of existing CCR trees ...

Page 139: ...R Admin New tree 1 2 3 4 Workspace 5 Tree number Build Build Quit Home Menu Quit Home Info message Path number Option type Information Message Leave Message Primary prompt Alternate prompt Mailbox number Destination Destination Transfer Mailbox number or external number Menu Prev Home Disc Prev Home Disc Rec prompt Rec message Destination FAX NET ...

Page 140: ...n about saving a Tree refer to Saving a CCR Tree on page 135 and Accessing the Workspace to change a CCR Tree on page 142 Beginning to build a new tree Beginning a new tree is as simple as accessing the CCR menu entering a tree number and selecting BUILD From this point you can begin to build your new CCR tree How to Record the Home Menu Voice Prompt The first step in building a CCR Tree involves ...

Page 141: ...the tone record your Home Menu Voice Prompt and press OK to end the recording Do not replace the receiver 10 If you wish to replay your recording press PLAY To accept your recording press OK 11 Press NO If you want to record an Alternate Language Home Menu Voice Prompt press YES and follow the instructions that appear on the display 12 You are now ready to add a sub menu an Information Message a T...

Page 142: ...lers of the Alternate Language option When you are recording the Primary Language Menu tell the caller to press if they wish to hear the message in the Alternate Language For example To hear this message in the Alternate Language press To hear our weekly specials press To speak with a clerk at the Order Desk press The Alternate Language will be either French or Spanish depending on the language yo...

Page 143: ... the display Do not replace the receiver To arrive at this display go to Beginning to build a new tree on page 126 and repeat steps 1 to 6 1 Enter the Path number from 1 to 8 and press OK An example of a Path number in the figure Sample CCR Tree Paths on page 122 is 1 1 entered as 11 when the Information Message is on the second level of Path 1 2 Press INFO x represents the Path number 3 Pick up t...

Page 144: ...out saving a Tree refer to Saving a CCR Tree on page 135 and Accessing the Workspace to change a CCR Tree on page 142 Adding a place to Leave a Message The Leave Message option provides a caller with a mailbox where they can leave a message You create one by giving it a Path number and assigning a mailbox number Before you assign a mailbox to receive callers messages the mailbox must be initialize...

Page 145: ...adding a Transfer to an internal DN You are now ready to save the Custom Call Routing Tree For information about saving a Tree refer to Saving a CCR Tree on page 135 4 Enter the mailbox number Note To access the Company Directory press DIR 5 Press HOME to return the caller to the Home Menu Voice Prompt Pressing DISC disconnects the call Pressing PREV returns the caller to the Previous menu To arri...

Page 146: ...disconnected Ensure you have Link transfer capabilities on your Central Office CO lines before programming this feature In order to perform a Link transfer for a CCR external transfer you must add the special character before the telephone number For example the telephone number would look like fififi where instructs Norstar Voice Mail to use the incoming line to perform the transfer7 fififi is th...

Page 147: ...ch as 1 2 or 3 When you enter a line pool use 1 for A 2 for B 3 for C and so on 7 Press OK to accept the Line or Pool number 8 Press PHONE to select the external destination phone number 9 Enter the destination phone number up to 30 digits and press OK To use options and insert special characters press to enter more digits press to enter a timed pause 4 seconds press to recognize dial tone 1 5 sec...

Page 148: ...ple when Norstar Voice Mail is installed on a Norstar System behind PBX or Centrex and you want to access an outside line and recognize dial tone enter fififi where accesses an outside line specifies the next digits are special characters recognizes dial tone specifies the next digits are numbers to be dialed fififi is the phone number dialed 10 Press OK to accept the destination phone number If a...

Page 149: ... lines to Greeting Table 1 2 3 or 4 For information about assigning lines to Greeting Tables refer to Assigning a greeting to a Greeting Table on page 27 Once lines are assigned you can assign the Tree to a Greeting Table You can enable a Tree by assigning it to Greeting Table 1 2 3 or 4 making the Tree number a destination within the Caller ID Table Your company must subscribe to Caller ID servic...

Page 150: ... System Coordinator Mailbox number and password then press OK 3 Press AA 4 Press TABLE 5 Enter the Greeting Table number and press OK 6 Press OK 7 Press NEXT until the display shows 8 Press CHNG 9 Enter the CCR Tree number from 1 to 4 10 Press OK If the display shows Incomplete tree you must build and save the Tree before attempting to enable it Press to end this programing session Log QUIT RETRY ...

Page 151: ...ing each Tree Path Make sure that the Home Menu routes the call as designed each transfer routes the caller to the intended DN or mailbox each message provides the correct information messages are courteous and easy to understand 1 Press ƒ 2 Enter the System Coordinator Mailbox number and password then press OK 3 Press 4 Press ADD 5 Enter the phone number up to 13 digits and press OK Each phone nu...

Page 152: ...138 Building Saving and Enabling a CCR Tree Set Up and Operation Guide P0886600 Issue 1 0 ...

Page 153: ... Information Message change a Leave Message change a Destination Type change a Transfer erase a path on a CCR tree delete a CCR tree Tools and materials To have a clear record of the paths and options you intend to change we recommend that you first alter the appropriate section of the Norstar Voice Mail Programing Record and have it handy during the programing changes Precautions Before making ch...

Page 154: ...nge Change Print Quit Print Quit Path number Information Message Leave Message Primary prompt Alternate prompt Mailbox number Destination Destination Transfer DN or external number Menu Prev Home Disc Prev Home Disc Primary prompt Alternate prompt Feature 983 Log on Mailboxes Automated Attendant Group List CCR Admin Tree number FAX NET Option type ...

Page 155: ...ing and Caller ID Tables To disable a Tree 1 Press ƒ 2 Enter the System Coordinator Mailbox number and password then press OK 3 Press AA 4 Press TABLE 5 Enter the Greeting Table number and press OK twice 6 Press NEXT until the display shows 7 Press CHNG 8 Press DISABLE 9 Press OK Press to end this programing session Log QUIT RETRY Admin MBOX OTHR Auto Atdt Admin GRTG LINES Grtg table RETRY Grtg ta...

Page 156: ...ved from the Workspace Each time you want to make a change you select the Tree number and again it is placed in the Workspace automatically When you make changes to a Tree but do not save it the Tree with changes is stored automatically in the Workspace as Tree 5 You can access the Workspace continue to make changes and save the Tree as number 1 2 3 or 4 1 Press ƒ 2 Enter the System Coordinator Ma...

Page 157: ...deleting options Adding an Option To add an option 1 Press ƒ 2 Enter the System Coordinator Mailbox number and password then press OK 3 Press OTHR 4 Press CCR 5 Press ADMIN 6 Enter the number of the Tree you wish to change and press OK 7 Press CHNG 8 Enter the Path number from 1 to 8 you want to change and press OK 1 Press ƒ 2 Enter the System Coordinator Mailbox number and password and press OK 3...

Page 158: ... to add and press OK 9 To add a Menu press MENU To add an Information Message press INFO To add a Leave Message or Transfer press OTHR and then press LVMSG or XFER Follow the prompts on the display Press to end this programing session 1 Enter the Path number you want to change and press OK 2 The x represents the Path number you entered Press CHNG 3 Press REC 4 At the tone record your Primary Langu...

Page 159: ...at steps 1 to 8 in Adding an Option on page 143 1 Enter the Path number you want to change and press OK 2 x represents the Path number you entered Press CHNG 3 Press REC 4 At the tone record your Primary Language Information Message and press OK to end your recording 5 Press OK to accept your recording To record an Alternate Language Information Message press REC and follow the instructions that a...

Page 160: ... page 143 8 Press END 9 Press SAVE 10 Press YES Press to end this programing session 1 Enter the Path number you want to change and press OK 2 Press CHNG 3 Press CHNG x represents the current mailbox number 4 Enter the new mailbox number 5 Press OK 6 Press END 7 Press SAVE 8 Press YES Press to end this programing session Path RETRY OK Tree x PRINT QUIT Save as tree x OTHR QUIT Path RETRY END OK Pa...

Page 161: ... Type on page 130 1 Enter the Path number you want to change and press OK 2 Press CHNG The display shows Info if you are changing an Information Message 3 Press NEXT x represents the current mailbox number 4 Press CHNG 5 Press PREV return the caller to the previous selection HOME to return the caller to the Home Menu or DISC to disconnect the call 6 Press OK 7 Press END 8 Press SAVE 9 Press YES Pr...

Page 162: ...h cannot be recovered To erase a Path 1 Enter the Path number you want to change and press OK 2 Press CHNG 3 Press CHNG x represents the current DN 4 Enter the new directory and press NEXT 5 Press END 6 Press SAVE 7 Press YES Press to end this programing session 1 Press ƒ 2 Enter the System Coordinator Mailbox number and password and press OK 3 Press OTHR 4 Press CCR Path RETRY END OK Path RETRY E...

Page 163: ...r the Path number you want to delete and press OK 9 Press ERASE x represents the Path number you entered Xfer is an example 10 Press YES 11 Press END 12 Press SAVE 13 Press YES Press to end this programing session 1 Press ƒ 2 Enter the System Coordinator Mailbox number and password and press OK 3 Press OTHR 4 Press CCR 5 Press ADMIN CCR Admin CCR tree RETRY Tree x PRINT QUIT Path RETRY END x Xfer ...

Page 164: ... a CCR Tree Set Up and Operation Guide P0886600 Issue 1 0 6 Enter the Tree number you want to delete and press OK 7 Press 8 Press YES Press to end this programing session CCR tree RETRY Tree x CHNG PRINT QUIT Delete tree x NO ...

Page 165: ...P0886600 Issue 1 0 Set Up and Operation Guide Section V Norstar Voice Mail Manager ...

Page 166: ...152 Set Up and Operation Guide P0886600 Issue 1 0 ...

Page 167: ...recording capabilities you can record customized voice prompts and greetings from a Norstar two line telephone set Norstar Voice Mail Manager is accessed from a personal computer PC providing convenience and ease of use Before you can begin using the Norstar Voice Mail Manager software the Norstar system must be configured and Norstar Voice Mail must be initialized For information about configurin...

Page 168: ... must be running Windows 95 Windows 98 or Windows NT If Norstar Voice Mail Manager is to be connected over a local area network your PC must be equipped with the required hardware and configured to access the same local area network the NAM is on Your PC will require at least 2 MB of free disk space to install the Norstar Voice Mail Manager client software Installing the Norstar Voice Mail Manager...

Page 169: ...ove the floppy disk labeled Norstar Voice Mail 4 0 Manager 1 of 1 from the floppy disk drive of the PC Norstar Voice Mail Manager software is now ready to use Starting the Norstar Voice Mail Manager client software To start the Norstar Voice Mail Manager client software 1 Click Start and select Programs 2 Point to the Norstar Voice Mail Manager program icon and in the submenu click on Norstar Voic...

Page 170: ...1 Click Start and select Settings 2 Click on the Control Panel menu item 3 Double click on the Add Remove Programs icon to open it 4 Select Norstar Voice Mail Manager and click on Add Remove Confirm the deletion The Uninstall program starts removing the items associated with Norstar Voice Mail Manager This procedure takes several seconds The Norstar Voice Mail Manager client software is now remove...

Page 171: ...P0886600 Issue 1 0 Set Up and Operation Guide Section VI Maintenance and Troubleshooting Resetting and Initializing programing Norstar Voice Mail Reports Norstar Voice Mail Troubleshooting ...

Page 172: ...158 Set Up and Operation Guide P0886600 Issue 1 0 ...

Page 173: ... cannot be accessed by mailbox owners and it cannot answer incoming calls For this reason we recommend you perform backups and restores during non business hours However if the NAM is not operating because of lost information you should perform a restore immediately The procedure must be restarted if any of the following interruptions occur at the set that initiated the backup or restore is presse...

Page 174: ... Mail that the restore process is complete To back up a Norstar Voice Mail system 1 Press ƒ 2 Enter the System Coordinator Mailbox number and password then press OK 3 Enter 4 Press CONT Note This display appears when calls are still active Before the backup procedure can begin all Norstar Voice Mail channels must be idle Norstar Voice Mail automatically disables each channel as it becomes idle 5 O...

Page 175: ...orstar Voice Mail programing using the Norstar Voice Mail restore feature When you restore backed up data to a Norstar Voice Mail system make sure you are restoring information from the most recent backup floppy disks To restore a Norstar Voice Mail system 1 Press ƒ 2 Enter the System Coordinator Mailbox number and password then press OK 3 Enter 4 Press CONT Note All Norstar Voice Mail programing ...

Page 176: ...mpt to perform another restore immediately 7 Open the front door of the Norstar Applications Module and insert the appropriate disk into the floppy disk drive Press OK 8 The display will continue to prompt for more disks until the restore is complete When the restore is complete the display shows 9 Press OK to end the restore session Insert disk 1 QUIT Restoring 1 QUIT Restore Complete ...

Page 177: ...ngs Greeting Table and mailbox information Before you reset Norstar Voice Mail ensure that you have a copy of the current Norstar Voice Mail set up Refer to your completed Norstar Voice Mail Programing Record After resetting the system you must initialize Norstar Voice Mail configure the incoming telephone lines record Company Greetings enter Greeting Table information add mailboxes initialize the...

Page 178: ...ial set up you must enter the default password 0000 3 Enter 4 Enter fl fifi R E I N S T A L L and press OK Note This password must not be made available to any users 5 Press YES 6 After you press YES Norstar Voice Mail begins to reset The display shows Resetting then changes to show the date and time until resetting is complete 7 When resetting is complete the display shows System ready and then E...

Page 179: ...ote The two languages available are the same languages that were selected when Norstar Voice Mail was first initialized You cannot select different languages by initializing Norstar Voice Mail again You can only select which of the two languages is the Primary Language Note To select French if available as the Primary Language press FRE To select Spanish if available press SPA 4 Press OK to enable...

Page 180: ... mailbox information Refer to your Norstar Voice Mail Programing Record and Setting up an Automated Attendant on page 19 8 Initialization takes about three seconds When complete the display shows System ready and Exit After the initialization programing is completed the display automatically returns to the time and date System ready Exit ...

Page 181: ... CLID activity for the Norstar Voice Mail System Dialing Translation Report A list of the current settings of the Dialing Translation parameters and a list of all the entries in the Dialing Translation Table Alarm Report A list of all the alarm messages that have been collected in the Alarm log Custom Call Routing CCR Report A list of the menus on the CCR Tree assignments to the menus and any area...

Page 182: ...ox at the time the report is run The following information is reported the mailbox number mailbox type mailbox name primary DN assigned or Guest Class of Service number total number messages in the mailbox total volume of messages rounded to nearest minute number of new messages User mailboxes only volume of new messages rounded to the nearest minute User mailboxes only Outdial parameter assigned ...

Page 183: ...lbox If FAX is installed Fax Group Lists will also be shown in this report Example of a System Group List Report NUMERIC MAILBOX INFORMATION REPORT Date 1998 10 11 Total New MB Type Directory Name Ext COS Msg Min Msg Min Out dial 10 GEN GENERAL_DELIVERY M B 021 1 2 10 1 3 12 ADM SYSTEM_MANAGER MB 001 1 3 20 1 4 21 INFO SMITH L ALT ON 1 Description 003 1 6 40 2 5 22 INFO WARREN J LOCKED 015 2 2 10 ...

Page 184: ... period of seven days Example of a Mailbox Activity Report part one MESSAGE USAGE REPORT Date 1998 10 11 Minutes Current storage available 212 MAILBOX ACTIVITY REPORT Date 1998 10 11 Mailbox 10 Name GENERAL_DELIVERY MB Last access date 1995 08 07 Tues Mon Sun Sat Fri Thur Wedn No of messages recorded 0 0 0 0 0 0 0 Total length of messages 0 0 0 0 0 0 0 0 0 0 0 0 0 0 Average length of message 0 0 0...

Page 185: ... night or during a slow time To get the full benefit of this report we recommend you print it on the same day each week and reset the statistics after each printing To print the Mailbox Activity Report you must enter a mailbox number or press ALL For more information refer to Connecting a printer to the NAM on page 180 MAILBOX ACTIVITY REPORT CUMULATIVE AVERAGE Date Last Cleared 1998 09 06 No of m...

Page 186: ... every Input and Output value Alarm Report 8 This report shows the alarm messages in the Alarm log Alarms are created when a diagnostic test fails Example of an Alarm Report CLID REPORT Date 1998 11 14 Calling ID CLIDCall Info LengthDest TypeDest Number 4031920439 10 Greet Tbl 1 4032910440 10 CCR Node Tree 1 Path 2 4032910441 10 Mbox 26 4032910442 10 Ext 22 DIALING REPORT Date 1998 01 09 Long dist...

Page 187: ...ion of CCR activity The System Coordinator should generate this report before modifying a CCR Tree Example of a Custom Call Routing Report CUSTOM CALL ROUTING REPORT Date 1998 03 14 Tree Number 1 Last Modified 1997 03 13 Status Enabled Greeting Table s 01 02 03 04 Path Type Description Dest Tues Wed Thu Fri Sat Sun Mon 0 Menu 1 Blind Xfer 2 Leave Msg Home 3 Blind Xfer 4 Blind Xfer Total Calls 4 5 ...

Page 188: ...nd Percentage of Time All NVM Ports Busy indicates periods in which at least one port is disabled Example of an NVM Call Handling and Port Usage Report Part 1 NVM CALL HANDLING AND PORT USAGE REPORT Date 1998 10 11 Allocation Min 1 Max 10 Port Status 01 02 03 04 05 06 07 08 09 10 11 Time All NVM Ports Busy Denotes ports disabled Period Start Tues Wed Thu Fri Sat Sun Mon 12 00 am 2 2 2 2 2 2 2 12 0...

Page 189: ...ll Handling and Port Usage Report Part 2 NVM CALL HANDLING AND PORT USAGE REPORT Date 1998 10 11 Call Handling Tues Wed Thu Fri Sat Sun Mon Incoming calls Internal No of calls 2 2 2 2 2 2 2 Total duration 2 2 2 2 2 2 2 Average duration 2 2 2 2 2 2 2 External No of calls 2 2 2 2 2 2 2 Total duration 2 2 2 2 2 2 2 Average duration 2 2 2 2 2 2 2 Total Incoming No of calls 2 2 2 2 2 2 2 Total duration...

Page 190: ...guration Report Part 1 Fax On Demand Delivery No of calls 2 2 2 2 2 2 2 Total duration 2 2 2 2 2 2 2 Average duration 2 2 2 2 2 2 2 Total Outgoing No of calls 2 2 2 2 2 2 2 Total duration 2 2 2 2 2 2 2 Average duration 2 2 2 2 2 2 2 All Calls No of calls 2 2 2 2 2 2 2 Total duration 2 2 2 2 2 2 2 Average duration 2 2 2 2 2 2 2 NVM SYSTEM CONFIGURATION REPORT Date 1998 10 11 System Options Version ...

Page 191: ...2 Voicemail Enabled Y Directory Enabled Match First name Gen Delivery Mbox Y External Init Y Outdial Channels 8 Minimum Ports 2 Maximum Ports 10 Installed Voicemail Options Option names Greetings Grtg Status Used in Greeting Table 1 OK none 2 OK none 3 OK none 3 OK none 20 OK none 40 7OK TTG 1 Not recorded none Greeting Table 01 Custom AA Prompts Y Lang Pref Pri Pri Recorded Y Atdt DN Alt Recorded...

Page 192: ...ystem Fax DN System Fax Name Delivery Retries Retry Interval General Networking Parameters Receive Enabled Y Deliver Enabled Y Reply Enabled Y Include Sender Name Y Broadcast Enabled Y Group List Allowed Y Digital Networking Parameters SMTP Proxy Name AMIS Networking Parameters Int l Access Code Country Code Area Code Phone Include Site Name Y Name recorded Y Delivery Retries Retry Interval Loopba...

Page 193: ...tem Configuration Report Part 4 Fax on Demand Usage Report 12 This report lists all Fax on Demand requests on a seven complete day rolling basis indicating date time item requested delivery fax number and Caller ID of the caller Example of a Fax on Demand Usage Report 12 Site Table Prefix Name Rec Protcl Parm Value 6775 Y SMTP FAX ON DEMAND USAGE REPORT Date 1998 12 05 Date Thursday 1997 12 05 Tim...

Page 194: ...t on the NAM 4 Plug the other end of the Parallel cable into the printer The printer is now ready to print Norstar Voice Mail reports Printing Reports Before you begin to print your reports ensure the printer is turned on and there is enough paper in the printer For information about printing the CCR Tree Report refer to Printing the Tree Reports on page 181 To print Report 1 of the 12 reports 1 P...

Page 195: ...rect report number appears on the display Then press PRINT Press to end this programing session 1 Enter the mailbox number or press ALL Report 5 begins to print automatically To stop the printer press When the report is finished printing the display changes 2 Press RESET to reset the Mailbox Activity Report 3 Press YES 4 Press to end this programing session 1 Press ƒ 2 Enter the System Coordinator...

Page 196: ...star Voice Mail Reports Set Up and Operation Guide P0886600 Issue 1 0 Note When the report is finished printing the display changes to show 8 Press either QUIT or to end the session Printing Tree x CHNG PRINT ...

Page 197: ...2 All the Norstar Voice Mail channels may be busy Try calling back Your call will be answered when a channel is available 3 Verify that greetings 1 to 4 have been recorded These greetings default to the Greeting Tables and must be recorded for the Automated Attendant to operate Refer to Setting up an Automated Attendant on page 19 4 If the Norstar Voice Mail channels are frequently busy it indicat...

Page 198: ...iness Open Status to YES Refer to Setting the Operator Status on page 37 2 The wrong greeting numbers are assigned to the Greeting Table 3 The business hours are set incorrectly 4 The Integrated Communication System ICS system time and date are incorrect Greetings are played on the wrong line To verify the line information is correct refer to the Norstar Voice Mail Programing Record If you find th...

Page 199: ...ing calls including external transfers from CCR trees Off premise Message Notification and Outbound Transfers When assigning an Outdial route all dialing is done by the DN to which Norstar Voice Mail is connected not by the Norstar telephone For additional information refer to your Norstar System documentation 2 Through Norstar programing assign the dialing restrictions to the DN of the user For a...

Page 200: ... is received just prior to the second ring Personalized Greetings also do not play if the Auto Attendant is set to answer at 0 or 1 ring The Primary or Alternate Personal Mailbox Greeting plays instead Assign the number of rings to 2 or greater Mailboxes are not accepting messages A mailbox will not accept messages when 1 The mailbox is not initialized Note A mailbox cannot receive messages until ...

Page 201: ...tem Coordinator resets the password To reset a password refer to Changing and Deleting Mailboxes on page 85 A mailbox is not in the Company Directory Check to ensure the mailbox has been initialized If the mailbox is not initialized it does not appear in the Company Directory Check to ensure the Company Directory Override for the mailbox is set to Yes Refer to Changing and Deleting Mailboxes on pa...

Page 202: ...s to your Norstar Voice Mail system Call your advice line for more information You cannot create a Group List The maximum number of Group Lists that can be created is 99 The Norstar Voice Mail Group List must be enabled during installation If the Group List feature is not enabled you cannot create a Group List To enable this feature you must reset Norstar Voice Mail For instructions on resetting N...

Page 203: ...g the Tree refer to Deleting a Tree on page 149 The Tree cannot be enabled The Tree must be saved before it can be enabled and it should be completed before it is saved To complete the Tree ensure 1 The Tree contains the Home Menu Point with an action Point below it 2 If the Tree contains a Leave Message Point the mailbox is initialized The Leave Message Point mailbox is full The mailbox is equipp...

Page 204: ...was entered while changing or deleting a Group List number using Feature Code 983 Invalid greeting Appears when an incorrect Greeting Number is entered Greeting Numbers must be a number from 1 to 40 Invalid key Appears when the selected option is not valid for the command display shown Invalid line Norstar Voice Mail supports line numbers from 1 to 500 Invalid mailbox Appears when an incorrect mai...

Page 205: ... default password Must record name Appears when a mailbox owner s name is not included in the Company Directory Name too long Appears when adding or changing a mailbox owner s name and the characters exceed the allowable limit of 16 The maximum field length includes the comma No dir available Appears when the Company Directory is empty Either Norstar Voice Mail mailboxes have not been initialized ...

Page 206: ...e canceled while sending a message Out of space Appears when the Norstar Voice Mail Message Storage capacity is full You must delete old messages from the General Delivery Mailbox and have mailbox owners delete any unnecessarily stored messages from their mailboxes Party not avail Appears when a mailbox owner tries to use the Reply feature to reply to an external call but there is no Calling Line ...

Page 207: ...600 Issue 1 0 Set Up and Operation Guide Section VII Appendices Appendix A Dialing Translation Appendix B Norstar Configuration Tips and Norstar Feature Compatibility Appendix C Default Configuration Values ...

Page 208: ...e Mail searches for in the Dialing Translation Table then the Output value will be substituted for the Input value This change results in a phone number that can be dialed on the local network The changing of the number usually consists of the dropping of an area code or the insertion of an access code based on the dialing rules of the local network For example if a local number is prefixed with t...

Page 209: ...in Mountainview California Sample Dialing Translation Table A sample Dialing Translation Table taken from a site with area code 206 near the border with area code 360 INPUT OUTPUT Explanation 011 011 The Table will not attempt to translate international phone numbers 416 The Table removes the 416 area code and dials all calls as 7 digits 905206 90527 etc 135 more entries 905206 90527 etc 135 more ...

Page 210: ... access code should be set to 1 The default for this parameter is none The field for this parameter is a maximum of 1 digit Area code Area cd If the phone number entered appears to be missing an area code an area code will be prefixed to the number The area code will be considered missing if the number is less than 10 digits The default for this parameter is none The field for this parameter is a ...

Page 211: ... to Y yes then the Reply feature will use the Dialing Translation Table to dial the call The default for this parameter is N To make it easier for subscribers the System Coordinator should set the Reply Translation to Y if a Dialing Translation Table is created If a Dialing Translation Table has not been created the Reply Translation must be set to N Setting the Dialing Translation Parameters Sett...

Page 212: ...ou do not want to set this parameter 12 Enter the access code and press OK 13 Press NEXT to continue xx represents the access code 14 Press CHNG to set the reply translation to Y yes Note Press OK if you do not want to set this parameter Note Do not change the reply translation parameter to Y yes unless there is a Dialing Translation Table already built Press to end this programing session Lg dst ...

Page 213: ...mber is ready to dial on the local network Refer to the Sample Dialing Translation Table on page 195 To build a Dialing Translation Table You must repeat steps 5 through 7 to add each entry to the Translation Table 1 Press ƒ 2 Enter the System Coordinator Mailbox number and password and press OK 3 Press 4 Press TABLE 5 Press ADD 6 Enter the Input value and press OK Note The Input value can a be ma...

Page 214: ... than 16 digits a VIEW display button appears on the left side of the display After you have pressed VIEW to view the digits furthest to the right the display changes to VIEW Press the VIEW display button to view the digits on the left again Note Inval outval is an example of a Table entry The character shown after a value signifies any digits in the phone number remaining to be dialed Norstar Voi...

Page 215: ...le 1 Press ƒ 2 Enter the System Coordinator Mailbox number and password and press OK 3 Press 4 Press TABLE 5 Press CHNG 6 Press OTHR 7 Press FIND 8 Enter the Input value of the entry you wish to find and press OK Note Inval outval is an example of a Table entry The character shown after a value signifies any digits in the phone number remaining to be dialed Norstar Voice Mail automatically adds th...

Page 216: ...aling Translation Table entry on page 203 To change an entry in the Dialing Translation Table Repeat steps 1 through 8 to change any other entries in the Dialing Translation Table 1 Press ƒ 2 Enter the System Coordinator Mailbox number and password and press OK 3 Press 4 Press TABLE 5 Press CHNG 6 Press OTHR Note inval outval is an example of a Table entry The character shown after a value signifi...

Page 217: ...e Dialing Translation Table Repeat steps 1 through 7 for every entry you wish to delete 1 Press ƒ 2 Enter the System Coordinator Mailbox number and password and press OK 3 Press 4 Press TABLE 5 Press CHNG 6 Press OTHR Note inval outval is an example of a Table entry The character shown after a value signifies any digits in the phone number remaining to be dialed Norstar Voice Mail automatically ad...

Page 218: ...e 3 The Input value is entered first followed by the Output value The Input value must be separated from the Output value by one or more spaces A tab can be used in place of a space 4 A null Input value must be represented by a single hyphen 5 A null Output value must be represented by a single hyphen 6 An Output value of a restricted DN will be represented by 7 No extra characters are to be added...

Page 219: ... the Dialing Translation Table file dial 30 and the Autoexec bat file onto the DOS system disk Load the Dialing Translation Table file onto the Norstar Voice Mail system INPUT OUTPUT Explanation 011 011 First entry in the Dialing Translation Table 416 The Input value is 416 and the Output value is null 905206 905206 These specific 905 telephone exchanges appear before the more generic 905 entry 90...

Page 220: ...e a with b in the above command If you are unsure of the name of the 3 5 floppy disk drive check the user manuals for your computer Creating an Autoexec bat file The Autoexec bat file is a file that contains commands a computer automatically executes when it starts up In the following steps you are creating an Autoexec bat file that automatically loads the Dialing Translation Table file into the p...

Page 221: ... directory where the Autoexec bat file you created is stored 5 Type copy autoexec bat a autoexec bat to load the autoexec bat file onto the DOS system disk Loading the Dialing Translation Table file onto the Norstar Voice Mail system To load the Dialing Translation Table file onto the Norstar Voice Mail system you must shut down Norstar Voice Mail and then reboot the system using the DOS system di...

Page 222: ...ations Module to access the floppy disk drive 9 Insert the DOS system disk you copied the Dialing Translation Table file onto 10 Plug in the Norstar Applications Module 11 Wait until the light on the floppy disk drive goes out and then unplug the Norstar Applications Module and remove the DOS system disk 12 Close the front cover of the Norstar Applications Module 13 Plug in the Norstar Application...

Page 223: ...ound Transfer Features that are incorrectly configured or not available will likely fail or respond unexpectedly Refer to the documentation that came with your ICS for more information Delayed answering by the Norstar Voice Mail Automated Attendant The Norstar Voice Mail Automated Attendant can answer any call on specified Central Office CO telephone lines after a specified number of rings Norstar...

Page 224: ...calls on a telephone s non ringing lines For example if a receptionist s telephone has a non ringing appearance of another telephone s CO line and the receptionist s telephone is CFAC or CFNA to Norstar Voice Mail incoming calls on this line are not affected Ringing Answer Button When one or more telephones have a Ringing Answer Button for another telephone and one of these is CFAC or CFNA to Nors...

Page 225: ...ou choose to set up Norstar Voice Mail depends on the type of Norstar Business Communication System you have if Norstar Voice Mail is behind a PBX and how many CO lines you use This sample Norstar Voice Mail set up describes four different sample configurations an d concludes with some useful application tips Setting Up for a small company The On Your Toes Dance Studio has a Compact Business Commu...

Page 226: ... system works The On Your Toes Dance Studio s public phone number is 555 2468 The studio subscribes to custom calling services from its telephone company and this number forwards to any available non busy line in a group of six lines All six lines appear on the receptionist telephone Norstar Voice Mail is the Prime Set for each of the six lines Norstar s Delayed Ring Transfer DRT feature is used t...

Page 227: ... directed to the Costume Room Attendant by the receptionist or the Automated Attendant When the Attendant is not available the caller is forwarded to the Costume Room mailbox The mailbox primary message says You have reached the Costume Room No one is available to take your call Please leave your name and number and a brief message after the tone and we will return your call as soon as possible Se...

Page 228: ... after four rings In the Norstar Configuration this is done by setting the Prime Set of the line to the Norstar Voice Mail DN The DRT to Prime is set to YES and the DRT Delay is set to four Norstar Voice Mail uses Greeting Table 1 to answer all calls after four rings Depending on the time of day different recorded greetings play for the Morning Afternoon and Evening When the Business Status is NO ...

Page 229: ...receptionist s telephone The managers have their receptionist answer all calls and then transfer the calls to each manager s telephone When the managers are unavailable to take a call the call rings back at the receptionist s set The receptionist handles the call by suggesting that the caller leaves a voice message in the manager s Personal Mailbox When the caller wants to leave a message the rece...

Page 230: ...The Norstar Voice Mail Directory Number DN is determined using Feature Code 985 The System Coordinator can use autodial for Busy Lamp Field BLF indication for all voice channels This allows Norstar Voice Mail channels to be monitored during busy periods Automatic Set Relocation Must be set to NO when changing the Norstar Voice Mail DN and connections between the ICS and Norstar Applications Module...

Page 231: ...essages refer to the Norstar Voice Mail User Guide To view the call log press CALLS For more information about Call Logging refer to the Norstar System Coordinator Guide that came with your system Camp On The Camp On Feature cannot be used to access Norstar Voice Mail If a user calls the DN and there is no answer the user cannot invoke the Camp On Feature Instead the user should be advised to wait...

Page 232: ...and a caller hangs up after reaching the Automated Attendant Norstar Voice Mail immediately senses this and breaks the connection This results in fewer phantom messages in the General Delivery Mailbox and prevents Norstar Voice Mail ports from being occupied The Line Disconnect Supervision feature is not available on all Norstar ICSs Refer to the System Coordinator Guide that came with your Norsta...

Page 233: ...pear on a set a call is transfered to an intercom line appearing on the intercom button Message Send Reply Waiting Any message notification left by an internal caller can be replied to using the Norstar Voice Mail message reply options After listening to a message a user can forward a copy of the message to another mailbox or call the message sender Note Replying to a message from a Norstar single...

Page 234: ...Not Disturb DND on page 218 Service Modes The Service Modes feature allows the Norstar System to be programed to forward all incoming calls to Norstar Voice Mail during specific time periods such as lunch time or nonbusiness hours Norstar Voice Mail will answer with the Automated Attendant The Service Modes feature is available only on Norstar Modular and Compact ICSs Template Norstar Voice Mail i...

Page 235: ...nstallation Guide that came with the system Data field Values Range Default System Coordinator s password Special Mailbox types General Delivery Mailbox System Coordinator Mailbox Automated Attendant Directory Number DN CO Line Greeting assignment Line number Greeting Table Greeting Table number Number of rings Greeting used Morning Afternoon Evening Language four to eight digits in length Two dig...

Page 236: ...mber length Norstar Voice Mail mailbox number length Default 2 2 120000 3 3 1020000 4 4 10020000 5 5 100020000 6 6 1000020000 7 7 10000020000 Data element Values Range Default Number of mailboxes 1000 Classes of Service Class of Service number 1 16 none Prompt language 1 Pri prime for COS 2 Alt Mailbox message time 5 120 min none Message length 2 10 min none Greeting length 1 10 min none Message r...

Page 237: ...mber of Paths per level 8 Group List leading digit Group List range 0 001 099 1 101 199 2 201 299 3 301 399 4 401 499 5 501 599 6 601 699 7 701 799 8 801 899 9 901 999 Default Feature Codes for Norstar Voice Mail Leave Message Feature 980 Open Mailbox Feature 981 Operator Status Feature 982 Configuration Feature 983 Norstar Voice Mail DN Feature 985 Transfer Feature 986 Interrupt Feature 987 ...

Page 238: ... Number of attempts 3 3 5 5 n a n a 9 9 Outbound Transfer Y Y Y Y N N Y Y Incorrect pswd attempts 9 9 9 9 6 6 4 4 Password expiry in days 90 90 90 90 60 60 30 30 Networking Y Y Y Y N N Y Y Target Attendant Y Y Y Y N N Y Y Class of Service values 9 10 11 12 13 14 15 16 Prompt language P A P A P A P A Mailbox message time in minutes 10 10 30 30 120 120 120 120 Message length in minutes 3 3 7 7 10 10...

Page 239: ...n the two line telephone display remains the same even if the optional software applications are not enabled with Norstar Voice Mail The following are examples of different menus that appear Norstar Voice Mail Main Menu 1 Press OTHR 2 Press OTHR This display appears only if Fax and Net are available Admin MBOX AA Admin GLIST CCR Admin FAX NET ...

Page 240: ...226 Appendix C Default Configuration Values Set Up and Operation Guide P0886600 Issue 1 0 ...

Page 241: ... Personal Mailbox and played only on exceptional occasions such as absence Alternate Language Norstar Voice Mail software is available in either English and French or English and Spanish When the Primary Language is English the Alternate Language is either French or Spanish Analog Terminal Adapter ATA A Norstar product that allows the connection of an analog device such as a single line telephone ...

Page 242: ...ring a mailbox the System Coordinator programs several special features at once by choosing the number from the Class of Service table that will provide the level of service most appropriate for the user A mailbox cannot be added without a Class of Service Company Directory The Company Directory is an internal voice list containing the names of mailbox owners with initialized mailboxes who have be...

Page 243: ...r of digits in a Norstar DN and a Norstar Voice Mail mailbox number The DN length ranges from two to seven digits Display A one line or two line display screen on a Norstar telephone that shows Norstar Voice Mail commands and options Display buttons The three buttons that appear below a Norstar two line display When pressed these buttons select the specified Norstar Voice Mail option Display Optio...

Page 244: ... message is sent to a Group List all mailboxes contained in the list receive the same message Guest Mailbox A Guest Mailbox is a type of Personal Mailbox assigned to people who do not have a permanent directory number but require a mailbox These mailboxes receive and store messages in the same way that User Mailboxes do Home Menu The Home Menu is the first CCR menu the caller encounters after hear...

Page 245: ...rding a Company Directory name and recording Personal Mailbox Greetings Initializing Norstar Voice Mail Preparing the Norstar Voice Mail settings that are used in mailbox number length and Language preference Leave Message The Feature Code used to leave messages in Norstar Voice Mail mailboxes Leave Message option The Leave Message option on a CCR Tree provides a caller with access to a mailbox so...

Page 246: ...rameters in addition to the Class of Service values The Mailbox Overrides are Include in Company Directory Alternate Extensions Fax Line virtual Call Screening Message Waiting Notification and Outdial route Menu A menu is a voice prompt that you record which provides a caller with a list of up to eight options There is one default pre recorded menu the Automated Attendant Menu that plays after the...

Page 247: ...he Automated Attendant to Press 0 for an operator When the Operator is not available all calls requesting the Operator are transfered to the General Delivery Mailbox In Class of Service the Operator is also known as a Targeted Attendant Operator default directory number The Receptionist or Norstar Voice Mail designated Operator s default extension This default is preset to none and must be changed...

Page 248: ...sword that can be changed by the mailbox owner or reset to 0000 by the System Coordinator if the password is forgotten Primary Greeting The main greeting played in a Personal Mailbox to callers wanting to leave a message Programmable memory buttons Buttons on the Norstar one line and two line display telephones that can store Feature Codes and numbers Registering Mailboxes Registering a mailbox ad...

Page 249: ...his is the System Coordinator s Personal Mailbox Target Attendant The Target Attendant is assigned to answer a telephone when a caller opens a mailbox to leave a message and presses to reach the Operator Touch Tone Phone A push button telephone that emits DTMF tones Transfer On a CCR Tree a Transfer prompt provides a caller with access to an extension or an extenal number A Transfer prompt is assi...

Page 250: ...236 Glossary Set Up and Operation Guide P0886600 Issue 1 0 Workspace The Workspace is a temporary space on the system that allows the System Coordinator to assemble or make changes to a CCR Tree ...

Page 251: ...58 Caller ID CLID 71 107 Caller ID CLID Reports 172 Camp On NVM Feature Compatibility 217 Canceling Off premise Message Notification 107 CCR Tree 123 adding a menu 128 adding an Information Message 129 building 126 changing 141 deleting 149 designing 120 Destination Types 130 147 disabling 141 enabling 135 erasing a Path 148 Home Menu Voice Prompt 126 Information Message 145 Leave Message 146 Leav...

Page 252: ... Call Routing Report 173 Customized Automated Attendant Prompt 25 D DB 25 connector 180 Default extension Operator DN 39 Delayed Ring Transfer DRT NVM Feature Compatibility 218 Deleting a Group List 105 Deleting a mailbox 90 Delivery options 67 Destination Types assigning 130 changing 147 Custom Call Routing CCR 118 121 Dialing Translation 194 access code 197 area code 196 long distance access cod...

Page 253: ...uage 23 recording Company Greetings 23 setting up 25 using the Alternate Language 22 Greetings Afternoon 28 assigning to a Greeting Table 25 27 Evening 28 Mailboxes 66 Morning 28 troubleshooting 184 Group List adding a 100 changing members 103 changing name 101 delete 105 Group Message 106 numbers 100 104 preparing 99 troubleshooting 188 viewing members 103 Group Messages 98 Group List 99 Guest Ma...

Page 254: ...85 password expiry 53 Personal 91 remote access 13 security 93 setting up operator mailbox 96 Special 91 System Coordinator 49 system time out 50 terms and definitions 51 tools and materials 50 transfer 113 troubleshooting 186 User 50 virtual fax machine 57 Mailbox Activity Report 170 Mailbox Overrides outdial route 73 Memory button programing 109 Menu Custom Call Routing CCR 118 Menu Point adding...

Page 255: ...t 218 Transfer Callback 220 NVM System Configuration Reports 167 NVM System Configuration Report 176 O Off premise Message Notification 53 185 channels for outdialing 95 Off premise Message notification 107 Open Mailbox Open Mailbox Feature Code 112 Operating troubleshooting 183 Operator Mailbox 96 Operator password change 38 Operator Status 37 default extension 39 Operator Status Feature Code 113...

Page 256: ...x 168 NVM Call Handling 167 174 NVM System Configuration 167 176 overview 167 Port Usage 167 Port Usage Report 174 printing 180 printing CCR Tree Reports 181 System Group List 167 169 Resetting Norstar Voice Mail 163 Ringing Answer Button 210 Ringing line NVM Feature Compatibility 220 Rings assigning 32 Routing rotary callers 34 S Saving a CCR Tree 135 Security Mailbox 93 Sending a Group Message 1...

Page 257: ...184 accessing a line or line Pool 186 Automated Attendant 183 Call Display Information 183 Company Directory 187 Custom Call Routing CCR 183 188 Error Messages 183 190 Forward denied 184 General Delivery Mailbox 184 greetings 184 Group List 188 log prompt 184 mailbox not accepting messages 186 message lost in a mailbox 186 messages 188 Norstar DN 185 Norstar Voice Mail 183 operating trouble 183 18...

Page 258: ...244 Index Norstar Voice Mail Set Up and Operation Guide ...

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