3Com Nbx 100 And Ss3 Nbx Administration Guide
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NBX Voice Mail351 Setting Up an e-mail Client to Access Messages 1Determine if the e-mail client can communicate with an IMAP 4 server. Microsoft Outlook 97 and Outlook Express, Netscape Communicator 4, and Eudora Pro 4 all support IMAP. Check the documentation that came with your e-mail program to determine if it supports IMAP. 2Set the Incoming Mail Server to the IP address or to the host name of your NBX system. Set the Outgoing Mail Server to the mail server in use for regular e-mail. The NBX IMAP server cannot perform address translation, so you cannot use the NBX system as your company e-mail server. 3If necessary, identify the server type as IMAP. 4For the username, specify the user’s telephone extension number. For the password, specify the user’s NBX voice mail password. Off-Site NotificationOff-site Notification can notify users by pager, e-mail, or telephone when they receive a new voice mail message. Users can specify the methods by which they receive notification. You can configure these system-wide Off-site Notification settings: ■Enable or disable Off-site Notification for the entire system ■Set the maximum number of out-calling ports ■Assign an out-dialing prefix for Off-site Notification To configure Off-site Notification, select NBX Messaging > NBX Voice Mail > Off Site Notification. See the Help for the procedure on setting up Off-site Notification. Notes About Off-Site Notification ■To allow users to take advantage of Off-Site Notification, verify that Off-Site Notification is enabled in System-wide Settings, the group Class of Service settings, and by the individual user. For Off-Site Notification to work correctly, it must be enabled in all these locations. To change group Class of Service settings, select User Configuration > CoS > CoS Group Name > Modify. ■Before Off-Site Notification can send e-mail, you must define an SMTP Domain Name and one or more valid Domain Name Servers. These settings are configured in System Settings > System-wide.
352CHAPTER 6: NBX MESSAGING ■If users choose Pager or Voice Mail as the first notification method, they are notified only of the first new message they receive after the time they have most recently logged in to their voice mailbox. They are not notified each time they receive a new message. The next time they log in to their voice mailbox, Off-Site Notification is re-enabled. ■If users choose EMail as the first notification method, they receive a notice for each message. The message is attached to the e-mail as a .WAV file. If users configure any method in any of the remaining four attempt lines, each specified method is also attempted for each new voice mail message. ■If you configure more than one notification attempts, you must configure them in order. For example, if you configure three attempts, you must configure them on lines 1 through 3, with no unconfigured lines in between. ■If you disable NBX Messaging in favor of another messaging application, the Off-Site Notification button on the Voice Mail tab is disabled. Ta b l e 5 6 provides details on Off-site Notification fields. Table 56 Systemwide Settings Fields FieldPurpose EnabledCheck the box to enable Off-site Notification throughout the system. By default, Off-site Notification is disabled. If you select Enabled, you must also enable Off-site Notification in these locations: ■Class of Service Settings. See “Configuring Class of Service” in Chapter 4. ■User’s personal settings. See “Off-Site Notification” in the NBX Telephone Guide. Max Out-calling PortsThe number of voice mail ports available for simultaneous use by Off-site Notification. This parameter can be configured up to the number of voice mail ports licensed for the NBX system. The system ships with 4 ports; you must purchase an upgrade license to enable additional ports. Out-dialing PrefixA prefix used by every call made by Off-Site Notification. If this setting is empty, the call uses only the information specified by the user.
NBX Voice Mail353 StatusTo view the status of all voice mail ports on your NBX system, click the Status button. In the status window, to reset a voice mail port, select it and click Reset. Ta b l e 5 7 explains the information in the Status window. Port UsageTo help you determine how busy the NBX system’s voice mail ports are, and whether additional ports may be necessary, click the Port Usage button. See Figure 142 . Table 58 explains the fields in the report. If a parameter in the Port Usage window turns red, the NBX system is alerting the system administrator that a problem exists. For example, if “Missed messages caused by full mailboxes” turns red, it may be time to increase the maximum number of messages allowed per mailbox. Table 57 Fields in the Status Window ColumnPurpose Ext.The extension associated with the voice mail port. NameThe name associated with the voice mail port. Used ByThe person or device that is using the voice mail port. Values: ■Extension number, name — An internal user is using the voice mail port. The user’s extension number and name appear in this column. ■Auto Attendant — The automated attendant is using the port. ■Blank — The port is not being used. The word Idle appears in the In Use column. In Use (Secs)The length of time, in seconds, that the voice mail port has been in use. If the port is not in use, the word Idle appears in this column. On HoldIndicates whether the voice mail port is on hold. Voice mail ports can be placed on hold in the same way that a call can be placed on hold. Val u es: Yes No
354CHAPTER 6: NBX MESSAGING Figure 142 Port Usage Report Table 58 Fields in the Ports Usage Window FieldPurpose NOTE: Port Usage statistics are reset to zero whenever the NBX system is rebooted. Therefore, statistics that appear in the Port Usage dialog box apply to the period since the most recent system reboot. ■The first column shows the maximum number. You can configure parameters such as Maximum messages per mailbox and Maximum message length. For parameters such as Maximum number of Voice Mail ports active at one time, the number represents a count since the most recent system reboot. ■The Number of Occurrences column indicates how many times the number in the first column has occurred. ■The Most Recent Occurrence column contains the date and time of the most recent occurrence. Use these numbers to help you determine whether you need additional voice mail ports.
NBX Voice Mail355 Example: The statistics shown in Figure 142 indicate that over a period of approximately 2 weeks, the system has used all voice mail ports many times and that several calls are getting queued while waiting for a voice mail port. A large number of voice mail messages could not be delivered because user mail boxes contained the maximum number of messages. As system administrator, you might consider these actions: ■Increase the number of voice mail ports ■Either increase the number of messages allowed in each mailbox, or encourage users to delete some messages (or both) Maximum messages per mailboxThis number defines the number of messages a voice mailbox holds when it is full. When a voice mailbox is full, the NBX system advises callers who are trying to leave a voice mail message that they cannot. You can configure this on the NBX Voice Mail tab. Licensed Voice Mail portsThe number voice mail ports licensed on this NBX system. Maximum number of Voice Mail ports active at one timeThe number in the first column represents the number of voice mail ports that have ever been simultaneously in use. The number in the second column represents the number of times this maximum has been reached. Example: There are eight licensed voice mail ports on an NBX system. After the most recent system reboot, there have been 12 separate times that a maximum of 5 ports have been in use at the same time. The first column contains 5 and the second column contains 12. At a later time, if 6 voice mail ports are in use simultaneously, the first column is incremented to 6 and the second column is reset to 1, because this new maximum has occurred only once so far. Later, if 6 ports are again in use at the same time, the first column still contains 6 and the second column is incremented to 2. Later still, if seven ports are used at one time, the first column contains 7 and the second column is reset to 1. Table 58 Fields in the Ports Usage Window (continued) FieldPurpose
356CHAPTER 6: NBX MESSAGING Maximum number of calls queued at one time while waiting for a portWhen all voice mail ports are in use, incoming calls are queued until a port becomes available. The number in the left column represents the maximum number of calls that have ever been waiting for a voice mail port. The number of occurrences indicates how many times the maximum shown in the left column has happened. Example: If you have 4 voice mail ports and all ports are in use, calls are queued until a port becomes available. If a maximum of 4 calls are queued on 3 separate occasions, the number in the left column is 4 and the number of occurrences is 3. Later, if all ports are busy and 5 calls are queued waiting for a port to become available, the first number increases to 5, and the number of occurrences becomes 1. Missed messages caused by full mailboxesYou cannot leave a voice mail message for a user whose voice mailbox is full. When anyone tries to leave a voice mail message in a full mailbox, the NBX system informs them that the mailbox is full and that the message cannot be delivered. This count indicates, for all voice mailboxes in the NBX system, how many messages were not deposited in a mailbox because the mail box was full. Maximum message length (minutes)The maximum length, in minutes, of any one voice mail message. When the maximum length is reached on any voice mail message, the NBX system truncates the message at the maximum length. The caller is prompted with options to send, rerecord, or delete the message. The number of occurrences indicates how many messages, from both internal and external callers, have reached the maximum length. All mailboxes are included. You can configure this parameter on the NBX Voice Mail tab. No Voice Mail ports availableThe number of times that the NBX system needed at least one more voice mail port than was available. When all voice mail ports are in use: ■An external call is queued until a voice mail port becomes available. ■An internal caller sees an “All ports busy” message in the display panel of the NBX telephone. ■An internal caller who is using an analog telephone hears a fast busy tone. Table 58 Fields in the Ports Usage Window (continued) FieldPurpose
NBX Voice Mail357 User UsageTo help you determine the impact that users are having on the NBX voice mail voice mail system, you can click the User Usage button. The User Usage report provides the current number of new and saved voice mail messages for each user and calculates the amount of storage each user’s messages consume. This report lists any type of voice mail user, including telephone, phantom, and hunt group users. Deleting User Voice Mail From the User Usage report dialog box, you can also delete the voice mail messages for a selected user. The time required to delete a user’s voice mail depends on the number of voice mail messages in the user’s mailbox. Ta b l e 5 9 describes the information in the User Usage report. Message Storage UsedThe disk space, reported in both hours and KB (kilobytes) currently used by all voice mail messages stored on the NBX system disk. Message Storage Remaining (NBX 100 only)The disk space, reported in both hours and KB (kilobytes) currently available for storing voice mail messages on the NBX system disk. NOTE: This parameter is reported only for the NBX 100 system. Voice Mail licenses on the SuperStack 3 NBX system are based only on the number of voice mail ports. Last system rebootThe date and time when the NBX system was most recently rebooted. Table 58 Fields in the Ports Usage Window (continued) FieldPurpose Table 59 User Usage Dialog Box Fields FieldPurpose Ext.The user’s extension number First NameThe user’s first name Last NameThe user’s last name NewThe number of new messages a user has SavedThe number of messages a user has saved TotalThe user’s total number of messages StorageThe percent of the disk space used by a user’s messages
358CHAPTER 6: NBX MESSAGING Auto AttendantThe NBX Messaging system includes an Auto Attendant that answers incoming calls. The Auto Attendant includes a series of recorded messages describing actions that a caller can take to access individual services. You can customize the menu structure and record or import your own prompts and messages to fit the system to your business needs. This section provides information on these topics: ■Overview of Auto Attendant Features ■Adding an Auto Attendant ■Voice Application Setup Utility ■Testing the Auto Attendant Overview of Auto Attendant FeaturesThe Auto Attendant is the centerpiece of the voice mail system. The administrator can create and configure Auto Attendants, and can record or import messages and prompts to direct the actions of callers. Use the NBX NetSet utility to administer and configure these Auto Attendant features: ■Multiple Auto Attendants — The system supports multiple, independent Auto Attendants. Different Auto Attendants can be assigned to different extensions, inbound lines or DID numbers. See “Adding an Auto Attendant” later in this chapter for more information. ■Multiple-Level Menus — Each Auto Attendant can support a main menu and up to 19 levels of submenus. This enables you to configure an automated system in which inbound callers can select specific departments or groups, and then further select subgroups or individuals. See “Prompt Menus” later in this chapter for more information on menus. ■Voice Prompts — To the caller, the time-dependent greeting, main menu prompt, and submenu prompt are integrated into the Auto Attendant system. The administrator can customize the system by recording or importing voice prompts in a time-dependent greeting main menu, or submenu. Depending on the time of day and selections that the caller makes, the caller hears the appropriate prompts and receives appropriate directions. ■Default Timeout — If a caller does not respond to the Auto Attendant prompts (for example, a caller using a rotary telephone) the system automatically routes the call to a designated timeout
Auto Attendant359 destination. See “Prompt Menus” later in this chapter for more information. To set the default timeout, select NBX Messaging > Auto Attendant > Menu Tree. ■Shortcuts — Callers can move to a function without listening to an entire greeting or prompt. For example, if you call to leave a message for a person, you can bypass the greeting by pressing the appropriate shortcut button. ■Dialing by Extension or Name — A caller can reach a party either by dialing the person’s extension or by using the telephone key pad to spell the person’s name. The system plays the announcement of each person identified as a possible match and asks the caller to pick one. ■Manual and Automatic Activation — You can activate the Auto Attendant manually, by pressing the FWD MAIL button on the Attendant Console. The system also activates automatically, according to the Business Hours settings, or after an incoming call exceeds a set number of rings. To set the number of rings, select User Configuration > Users > User Settings > Call Forward. ■Routing Calls to Specific Auto Attendants — You can use the dial plan to map Auto Attendants to specific extensions of analog telephones. This enables incoming calls to go directly to a specific Auto Attendant. ■Voice Application Setup Utility — From the NBX Business Telephone, you can use the Auto Attendant Voice Application Setup utility to set up these Auto Attendant features: ■Button actions ■Time-dependent greetings and schedule ■Main menu greeting ■Administrator’s Auto Attendant password For more information, see “Voice Application Setup Utility” later in this chapter. Adding an Auto AttendantThe NBX system includes two Auto Attendants: the Default Menu (extension 500), which handles incoming calls, and the VoiceMail Menu (extension 501), for employee access to voice mail. These two Attendants cannot be deleted. The default Auto Attendant processes calls as soon as you install the system.
360CHAPTER 6: NBX MESSAGING When you add a new Auto Attendant, you are adding a “blank” Auto Attendant, which you can configure. To add a new Auto Attendant, select NBX Messaging > Auto Attendant > Add. See the Help for the procedure on adding an Auto Attendant. Ta b l e 6 0 describes the entries and checkbox that appear on the Add Auto Attendant Menu dialog box. After you add or modify an Auto Attendant, you can configure the following features: ■Play/Record Extension ■Time-dependent Greetings ■Prompt Menus ■Auto Attendant Buttons Table 60 Add Auto Attendant Menu Fields FieldPurpose NameIn the Name field, enter the name of the new Auto Attendant. ExtensionThe next available extension is automatically assigned when you add a new Auto Attendant. You can change the extension number to an unused number that falls within the Auto Attendant extension range of your dial plan. Default range: 3-digit dial plan: 500–599 4-digit dial plan: 5500–5599 For both 3-digit and 4-digit dial plans, the default Auto Attendant is extension 500 and the voice mail Attendant is extension 501. Maximum number of prompt repeatsSelect the number of times the Auto Attendant prompt repeats. You can select a number from 1 through 3. The default is three. Use System-wide Greetings checkboxIf you select the Use System-wide Greetings check box, all three system-wide greetings (Morning, Afternoon and Evening) are used by default. To enable or disable individual system-wide greetings for a particular Auto Attendant, select the required Auto Attendant in the main Auto Attendant screen, click Menu Tree and then click TD Greetings.