Comdial Eloquence VE Voice Mail For Executech Instructions Manual

							Eloquence VE Troubleshooting 9.1 1 
Troubleshooting The following test procedures are designed to isolate a failed component of the total 
installation. This might include the Executech port, the wiring, or the Eloquence. Elo- 
quence was thoroughly tested before leaving our factory. Double check all wiring 
continuity before proceeding. 
Before performing any of the following checks, be sure that the system is properly 
grounded and that a clean power source is being used. 
Power/ Battery LED does not light- check that power transformer is solidly con- 
nected at the 11 Ov outlet and at the power jack of Eloquence. 
Verify that the trans- 
former is outputting 12~ AC. 
Power/Battery LED blinks- replace battery (allow approximately 2 days for the bat- 
tery to charge at initial installation or after system has been unplugged for an extend- 
ed period). 
Power and Pot-t Two LEDs blink alternately- system programming may have been 
damaged. Power down Eloquence for about 30 seconds. If the lamps are still blink- 
ing alternately, reset the system by disconnecting the power supply and battery lead 
for at least 30 seconds. 
Eloquence does not answer intercom calls for programming- 
General: 
1. Eloquences ports must be programmed as OPXfor the DXP and Executech XE, 
Single Line for Executech II and Execumail for the Executech 2000. 
Procedure: 
1. Unplug both of Eloquence’s ports and connect a multiline telephone where 
Eloquence’s first port was connected to the KSU. 
2. From another multiline telephone: 
a) Lii handset, 
b) Press “ITCM” key, 
c) Dial Eloquence’s first port intercom number and verify that the station 
rings and can be answered from the multiline phone (even though programmed as a 
OPX or VMI port, a multiline phone will accept and originate calls-the LEDs, however, 
will not work property). 
3. Move the multiline telephone from Eloquence’s first port and connect it to 
Eloquence’s second port of the KSU and repeat step two (2) to verify. 
4. 
Leave the multiline telephone connected to Eloquence’s second port of the KSU 
and re-connect Eloquence’s first port to it’s first port of the KSU. 
5. From another multiline telephone: 
a) Lii handset, 
b) Press “ITCM” key, 
c) Dial Eloquence’s first port intercom number. Eloquence should 
answer with “Enter Extension”.  
						

							Eloquence VE Troubleshooting 9.2 
Eloquence does not answer CO calls- 
General: 
1. Eloquences ports must be programmed as OPX for DXP and Executech XE, 
Single Line for Executech II, and Execumail for Executech 2000. 
2. Eloquence’s ports must have Direct/Delayed ringing assigned in the KSU. 
3. Eloquence’s ports must have ringing line preference assigned in the KSU. 
Procedure: 
1. Unplug both of Eloquence’s ports and connect a multiline telephone where 
Eloquence’s first port was connected to the KSU. 
2. Place a CO call through the KSU and verify both: 
a) Dire&Delayed ringing, 
b) Ringing line preference (answer CO line call by only going off-hook). 
4. Move the multiline telephone from Eloquence’s first port and connect it to 
Eloquence’s second port of the KSU and repeat steps two (2) and three (3) to verify. 
5. Re-connect both Eloquence’s ports to the KSU and place a CO line call to the 
telephone system and verify that Eloquence answers. 
Eloquence does not light or turn off message waiting lights- 
General: 
1. Make sure Eloquence’s ports in the KSU are programmed for message wait 
originate on required telephone systems. 
2. Make sure Eloquence’s Function 448 and 452 are programmed correctly. ’  
						

							EbquenCe V!! 
Voice Mail For Executech 
Administrator 
Manual  
						

							1 
Eloquence VE Admin 
General Description 
Auto Attendant General Description 1 .l Eloquence is designed to operate as a stand alone auto attandant, a stand alone 
voice mail system, or a combination of both. 
The system is housed in a metal case that can be .located on a desk top or wall- 
mounted in the telephone equipment room. The system is powered by an external 
wall-mount transformer while an internal battery provides for several days of memory 
protection. Three LEDs indicate system condition and operation. 
Programming of the system is done from any telephone by dialing Eloquence directly, 
then entering the appropriate password and a series of touchtone commands. Elo- 
quence’s built-in 40 word vocabulary walks the programmer through all system pro- 
gramming on a prompted, step-by-step basis. 
Recording of system announcements, prompts or directory names is also done 
through the phone. Two recording quality levels can be chosen on an announce- 
ment-by-announcement basis to provide maximum recording time. Eloquence’s an- 
nouncements are unlimited in number and can be of any length (within total memory 
limits), and are usually at the higher quality. Messages and user prompts are usually 
at lower quality to maximize memory usage. 
Announcement and name changes, or other day-to-day operations are easily and 
quickly accomplished via an administrator’s password. All other, more permanent, 
system programming is further protected with a higher level password. 
Eloquence is a second generation automated attendant that provides for traditional 
automatic answering of incoming calls, presentation of choices to the caller, and con- 
nection to extensions based on those choices. 
Call routing can contain up to 4 levels with each branch at each level capable of ad- 
vancing to up to 9 more branches (not to exceed 28 total branches). Based on his 
phonepad responses, a caller is routed along a path from branch to branch to: a pre- 
set extension or extensions, an alphabetic directory, a department directory, or an- 
other branch for further choices. 
The call routing template installed in the system can be used as is, or altered to fit vir- 
tually any need. 
If a caller does not know the called party’s extension, he can select an alphabetical di- 
rectory and will hear an announcement like: “To reach an employee press the first 
letter of the person’s last name on your keypad now”...[A] “Press the pound key when 
you hear the name of the person: John Able...Whilma Baker...Sally Cox.“...[#] 
“Thank you, one moment please”. The department directory works in the same fash- 
ion except that only the names for the department are played. 
Eloquence auto attendant will transfer calls in either a blind or supervised mode. In 
the supervised mode, Eloquence will place the caller on hold, call the selected exten- 
sion and monitor its status. If no answer or busy, it will flash hook back to the caller, 
advise them of the condition and then forward the call to the alternate extension, op- 
erator, or another extension as programmed. If the station is answered, the called 
party will be advised that a call is being transferred before the caller is connected. 
In the blind transfer mode, Eloquence transfers the call once a selection is made and 
returns to on-hook status. The phone system is programmed to provide the rerouting 
if the extension has a no answer or busy. 
Eloquence can be set to serve as a bulletin board whereby a caller can get specific in- 
formation about products or services; but not be able to transfer within the phone sys-  
						

							Eloquence VE Admin General Description 1.2 
Voice Mail 
tern except where specifically allowed. 
Eloquence is able to operate as a voice mail only, or combined voice mail and 
auto 
attendant. 
If voice mail only is used, callers manually routed to voice mail will hear a system 
greeting such as “You’ve reached ABC Company’s voice mail system, please input 
the mailbox number now”. Voice mail in conjunction with auto attendant can have 
designated busy and/or no answer stations rerouted to their corresponding mailboxes 
automatically. 
A caller who has manually input a mailbox number or who has been redirected by 
auto attendant will hear a greeting such as “You’ve reached the mailbox for John 
Jones, to return to the operator press 0, or begin recording at the tone and press 1 
when finished.” After the message has been left, the caller will hear another prompt 
such as “To return to the operator press 0, or if finished press * and hang up.” 
The system can have up to 128 individual mailboxes plus up to 16 group mailboxes. 
Each mailbox can have a maximum of 32 messages. A unique dynamic voice record- 
ing technique allows the system to use only the amount of memory required to store 
the actual message. 
A mailbox user, using a personal password to enter his mailbox, will be played the 
number of new and old messages currently in his mailbox and then played all mes- 
sages starting with the oldest new message first. 
The user can execute the following options during or at the end of each message: 
pause, save, delete, reply to sender, back-up, hear time & date stamp, or move the 
message to another mailbox with a preamble. 
Group mailboxes allow individuals, so authorized, to “broadcast” a message to sever- 
al members’ mailboxes at one time. Even though a group mailbox can have up to 32 
members, a group message only uses memory storage as one message. 
A mailbox user can also control many mailbox functions once his password has been 
entered: Hear or enter a new password; and hear, add, or delete members from a 
group mailbox. 
LED Indicators The front of the case has three LEDs that are designed to ~~~ 
provide visual feedback for the following conditions: 
Power/ Port 
Port 
Battery One 
Power/Battery LED-LED burns solid when power is being Two 
applied to the system and blinks if the battery is low. The 
battery is constantly recharging when Eloquence is plugged to AC power. The bat- 
tery may take as much as five days to fully charge when the system is first plugged in. 
The battery, when fully charged, will hold programming for up to several days. 
Port LEDs-indicates that Eloquence is processing a call. The lamp will blink as it 
detects sound on its port. This will provide visual feedback as to ringing, DTMF de- 
tection and voice.  
						

							Eloquence VE Admin General Description I .a 
Administrator The system’s administrator’s duties are: 
Responsibilities l To oversee Eloquence day-to-day operations 
l Add/change employee names to extensions 
l Delete/add employee extensions/ mailboxes 
l Maintain employee directory (if used) 
l Assign individual mailboxes (if different from extension numbers) 
l Assign group mailboxes 
l Assign multiple user mailboxes 
Hold a Meeting- explain how the system works, what to expect as a user, and how 
to perform user operations. You may wish to use a speakerphone to demonstrate 
how to leave and pick-up messages. Its is important to stress that the user must pick- 
up messages on a regular basis, otherwise, other users will be reluctant to leave them 
messages and the system will loose its effectiveness and waste storage space. 
Distribute User Guide- reproduce the user guide and distribute it to your organiza- 
tion. It should provide enough detail for each user to get started. The user guide 
should also become part of your new employee kit. 
Assign User maiiboxes- user mailboxes will almost always match their extension 
number. If you have outside employees, assign them mailbox numbers that are out of 
the range of your existing and potential extension numbers. 
Assign Group Mailboxes- as before, group mailbox numbers should be assigned 
out of range of any existing or potential extension numbers. You may wish to not pub- 
lish the list of group mailbox numbers and only add them to Eloquence as assigned. 
Anyone that knows a group mailbox number can leave a group message. This may 
be desirable if you want several individuals to be able to leave group messages for 
the same group. Conversely, if only the sales manager should be able to leave a 
group message for all sales reps, then he should not give the group mailbox number 
to anyone else. 
Multiple User Mailboxes- there may be occasion that several people are to share 
one user mailbox. It may be that three people in accounting are to have the same 
mailbox, therefore you would change the default mailbox number as assigned by Elo- 
quence to a common mailbox which probably would be one that has already been as- 
signed to one of the people. Any of the three could call in to pick up the messages 
but must also be careful to pass along the messages intended for one of the other 
members. It may be better for just one person to always pick-up the messages. 
Note: If a caller hangs up prior to being connected via Eloquence, a call may be 
transferred when in fact the outside caller is no longer there. One may hear silence, a 
fast busy tone or other similar tone. This is a result of limitations of the telephone 
company, not the telephone system, or Eloquence. 
Administrator Once the installer has completed installation, the administrator’s password is used to 
Programming 
gain access to Eloquence and make the desired changes. Eloquence can be pro- 
grammed by dialing it from an extension, by dialing from an outside line and back into 
your phone system, or remotely from your home or another office. When Eloquence 
answers, input your password during the first few seconds of the greeting. Eloquence 
will respond with “Enter Function”. Refer to Section 2 for the programming features 
that the administrators password can access. 
All announcements can be recorded by the installer during the initial set-up and then, 
when satisfied that the system is programmed according to the company’s needs, the 
announcements and names can be re-recorded using another voice. Recording an- 
nouncements can be performed only when both ports are idle. All other programming 
may be done at any time. 
Read Section 2 carefully before proceeding.  
						

							Eloquence VE 
System 
Programming 
Administrator Guide 2.1 
Once entered for programming, Eloquence prompts and confirms each action with 
voice commands. 
Both data and recordings are entered in the same manner, using 
a series of keystrokes. To program Eloquence, dial the extension that Eloquence is 
connected to and enter the programming mode by dialing in the appropriate pass- 
word. Each function is programmed by entering it’s specific function number and 
then following the voice prompts. 
Before attempting programming, read each section thoroughly for a complete 
understanding of the system. 
Voice Prompts Built-in voice prompts will prompt, repeat input, and confirm function programming. 
“Enter” Signifies that data is to be entered. In some instances the prompt will be 
more precise such as “Enter Extension”. 
“Record” Prompts to record a voice announcement or name. The actual recording 
will begin by pressing 1 and end by pressing 1. 
“Confirm” Follows an entry or plays after an existing entry has been played. If nec- 
essary, re-enter the corrected data or recording. Use * to back up to the 
previous entry, or accept the entry with a #. 
“Error” Played if any value being entered is out of range, or otherwise invalid. 
Keypad Methodology During programming the keystoke methodology is as follows: 
# Acts as an enter key. It will also confirm the new or existing entry and 
advance to the next programming step. (In a function that allows multiple 
entries, ## will advance to the end of the function.) 
* 
Will back up to the beginning of the function. 
00 Will act to erase or replace any existing entry with no entry. 
11 l# 
Will exit programming mode. 
When a function is entered, Eloquence will play one of the following: 
a) the default value, 
b) the existing value if previously programmed, 
c) “None” if the function is being programmed for the first time. 
If the function has multiple entries, Eloquence may begin with a command to enter the 
particular extension, etc, to be programmed. 
At any point where a programming entry was made in error, use the * key to back up 
to the beginning of the function and begin again. 
The contents of any function can be played without being altered. Enter the function, 
then use #to advance through the values without replacing them with new values. 
Eloquence 
Programming All programming can be performed via either port on an Eloquence, however, record- 
ing of announcements can only be performed while the other port is idle. If the other 
port is processing a call, Eloquence will not allow a function that includes recording to 
be entered. Once a function that allows recording is entered, Eloquence will not an- 
swer on the other port until that function has been vacated. 
1  
						

							Eloquence VE Administrator Guide 2.2 
Enter Password Eloquence is entered for programming by dialing one of the extensions that it is con- 
nected to. As soon as Eloquence begins to answer with its greeting, enter the appro- 
priate password, +*- _ -#, and Eloquence will respond with “Enter Function”. 
INPUT Eloquence RESPONDS ACTION 
l * # ‘I_ _ _, Enter Function” Enter any three digit function 
--- 
From this point all changes are performed by entering a particular function and follow- 
ing the manual and voice prompts from Eloquence. 
Once the system has been programmed, day-to-day operation will go largely unat- 
tended. There will be occasional changes that can be performed by the System Ad- 
ministrator using the Administrator Password. These are: Re-recording of announce- 
ments, changes to directory names and associated data, manually setting alternate 
announcement and/or overflow ring count, and setting time and date. 
Function 214 The time is set with hours and minutes in military (24 hr) time. The current time is 
Set Time played and can then be changed or accepted as is. This function is required only if 
features using a clock or calander are used (consult the system installer). 
Example: to set the time for 3:05 PM: 
INPUT Eloauence RESPONDS ACTION 
214# “214, Time 0002, Confirm” Input the time as 4 digits includ- 
ing leading zero 
1505 # “1505, Confirm” 
l to back up, #to confirm or in- 
put different time 
# “Enter Function” Go to next function 
Function 216 The date is set by inputting the Month and Day and then the Year as numeric values 
Set Date (Jul 15, 1993 = 0715 1993). Example: to set the date for Jan 9, 1992: 
INPUT Eloauence RESPONDS ACTION 
216# “216, Day 0000, Confirm” Input the day and month as 4‘ 
digits including leading zeros 
0109 # “0109, 0000, Confirm” * to back up, #to confirm or in- 
put different year 
1992 # “1992, Confirm” * to back up, #to confirm or in- 
put different year 
# “Enter Function” Go to next function 
Function 356 This function permits all previous recordings to be re-recorded from either the pro- 
Re-record grammer or administrator password. Refer to the completed programmer’s worksheet 
for locations of recordings. Input the branch ID, listen to the existing recording and 
Announcements re-record or press #to accept as is. In this function the system announcements can 
also be re-recorded by inputting the function numbers as if they were branch IDS. Ex- 
ample: 
INPUT Eloauence RESPONDS ACTION 
356 # “356, Enter Branch” 
Input branch ID or function 
14# “14, Department Branch, 
Confirm” Re-record or # to confirm 
-I 
1 1 II 
Time 5, Confirm” 
-I * to back up, 1 1 to rere- 
cord, # confirms 
# “Enter Branch” 
Input branch ID or function or # 
to exit  
						

							Eloquence VE Administrator Guide 2.3 
Function 362 If an alphabetic directory is not used, skip this function. Otherwise make photocopies 
Enter Directory Names of the blank name recording worksheet for preparing directories and making future 
changes. As names change, the administrator can enter this function and change 
any field via the administrator password. 
In the example above, the installer filled in a blank worksheet with possible extension 
numbers, then wrote in the names, name key, and, if applicable, the alternate exten- 
sion and department designator key. Notice that not all extensions will necessarily 
have a name assigned nor will all names necessarily have an alternate extension or 
be assigned to be in a department directory. 
If an entry is being made for the first time each field will begin with “Enter Extension” 
or “Enter Key” etc. Eloquence will repeat each entry you make and prompt you for 
the next entry. To correct an enty, input * which will back up to the last entry accept- 
ed. Inputting 00 will delete an extension and related data. Example: to input exten- 
sion 101 from the worksheet example above: 
INPUT Eloquence RESPONDS ACTION 
362 # “362, Enter Extension” Input extension number 
10-l # “101, Record” Start & Stop recording with 1 
1 “Bob Fulton” 1 
“Bob Fulton, Confirm” 
l to back up, # to confirm or re- 
record start and stop with 1 
# “Enter Key” Input key number(s) 
3# “3, Enter Alternate Extension” is played only if Alt Ext used 
122# “122, Enter Department” is played only if dept used 
# ” Enter Extension” new extension can be entered, or 
#to leave function 
# “Enter Function” Enter any three digit function 
If the extension has been previously recorded and is being changed, the prompts will 
state the existing entry that can then be changed or accepted as is (note that 00 is 
used to delete any field and, if input instead of a name recording, will delete the ex- 
tension number and all data related to that extension number). 
Function 364 The name directory worksheet should be kept up to date at all times. Should it be 
Playback of Names necessary to listen to the information recorded for a particular name, you can do so 
by using Function 362 and advancing from field to field manually using the # key. A 
name or all names and all associated fields can be played back using this function. 
Entering a specific extension number will result in the fields for that extension being 
played. Entering just #without an extension will result in the system playing all exten- 
sions and associated fields in ascending order. The playback can be halted by press- 
ing #. 
INPUT Eloauence RESPONDS ACTION 
364 # “364, Enter extension” Input extension number or just # 
to start or stop entire list 
101 # “Extension 101, Bob Fulton, 
Key 3, Alternate None, 
Department 2, Enter Extension” Enter next ext or # to exit  
						

							t 
Eloquence VE 
Administrator Guide 2.4 
Function 268 his function can be used to check how much recording time is left in memory. It will 
Record Time Remaining play in order: the % of memory used, the remaining time in seconds that are availa- 
ble for recording in low quality, available for recording in high quality, and followed by 
the number of names that can still be recorded. 
INPUT Eloquence RESPONDS ACTION 
266 # “268, 14, Time 374, Time1 30, 
18, Enter Function” Go to next function 
Function 375 This function manually sets the number of rings that Eloquence detects on the CO 
Answer Rings lines before answering. The number range is 1 to 15 (0 turns the feature off and will 
follow the automatic ring counts programmed in Function 377 by the installer; “None” 
equals immediate answer). 
Example: to set the answer rings count to 3: 
INPUT Eloauence RESPONDS ACTION 
375 # “375, Rings None, Confirm” Input the rings (0 disables) 
3# “3, Confirm” * to back up, #to confirm 
# “Enter Function” Go to next function 
Function 382 This function manually sets the main announcement to either primary or alternate 
Activate Alternate (such as day and night announcements). Automatic announcement will function only 
if this manual function is off. Therefore, once the main announcement has been set 
Announcement manually with this function, it will remain so until changed by this function. Input 1 for 
the primary announcement, 2 for alternate announcement, or 0 to turn this function 
off. (If this function is turned off here, Eloquence will play the primary announcement 
or follow the automatic setting from Function 384 and F386.) Example: to set the 
announcement to alternate: 
INPUT Eloauence RESPONDS ACTION 
382 # “382, 0, Confirm” Input 1 for primary, 2 for alter- 
nate, 0 to disable 
2# “2, Alternate, Confirm” *to back up, #to confirm 
# “Enter Function” Go to next function 
Function 424 If an Alphabetic Directory is not being used, skip this function. If used, then those 
Mailbox Creation from names and extension numbers previously programmed have been used to automati- 
Alphabetic Directory tally create the VoiceMail directory. The extension numbers and recorded names are 
copied by Eloquence to this function and a default mailbox number matching the ex- 
tension is also assigned. Therefore, if all members of the Alphabetic Directory are to 
have mailboxes and are to have mailbox numbers matching their extension numbers, 
this function will require no further programming. 
Deleting User Mailboxes- As employees change or move extensions, a change to 
either the alphabetic directory in the Auto Attendant section or a change to this func- 
tion will automatically change the other. 
To delete a user from both the alohabetic directow (if used) and from the mailbox di- 
rectory, input in either directory function (Function 362 or function 424) a O# in place 
of the name. All information including the mailbox will be erased. 
To delete a user from just the alphabetic directow and not from the mailbox directory, 
input a 0# in place of the Key field in Function 362. 
To delete a user mailbox but not remove the name from the alphabetic directotv in the 
Auto Attendant section, input a 0# in place of the mailbox number in Function 424. A 
prompt “Confirm Delete” will ask for a # as confirmation. If a user mailbox is to be de- 
leted and it still has messages, the prompt will say “Messages, Confirm Delete”. Con- 
firming by entering #will remove the mailbox and its messages ( Function 444 can be 
used to access the messages before deleting the mailbox).