Comdial Execumail Voice Processing System 6.5 Instructions Manual

							ii ContentsExecuMail6.5Figures
Figure 1: FloppySoft’s menus and interviews map................................ . . . .62
Figure 2: 
FIoppySoft Technical Support menu boxes.............................. . . . .64
Figure 3: The FloppySoft Accounting transaction box............................. . . .64
Figure 4: FloppySoft product information and ordering menu boxes.................. . . . .65Figure 5: 
FloppySoft Sales hunt group boxes.................................... . . . ,66
Figure 6: Final box in 
FloppySoft Sales hunt group............................... . . . .66
Figure 7: 
QuickStart Application Screen, Page 1................................. . . . .79
Figure 8: QuickStart Switch Setup Screen, Page 1................................ . . . .81
Figure 9: QuickStart Application Screen, Page 2................................. . . . .82
Figure 10: 
QuickStart Application Screen, Page 3................................ . . . .85
Figure 11: 
QuickStart Application Screen, Page 4................................ . . . .87
Figure 12: 
QuickStart Application Screen, Page 5................................ . , . .89
Figure 13: Access code options window......................................
. . . . .90
Figure 14: 
QuickStart Application Screen, Page 6................................ . . . .93
Figure 15: 
Quick&art Application Screen, Page 6................................ . . . .95
Figure16:ThePubIicFaxBox.............................................. . . . .98
Figure 17: Personal Directory Screen........................................
. . . . .101
Figure 18: Subscriber added by range......................................... . . . .102
Figure 19: Personal Directory Screen for a guest................................. . . .105
Figure 20: Groups Screen.................................................. . . . .107
Figure 21: ID for Num Groups held..........................................
. . . . .107
Figure 
22 Personal Directory Screen with expanded transfer options displayed.......... . . . .109
Figure 23: Access code options window......................................
. . . . .110
Figure 24: Transaction Directory, Public Interview Box...........................
. . . . .116
Figure 25: Sample transaction box........................................... . . . .119
Figure 26: Sample interview box............................................. . . . .123 
						

							QuickStart Application ManualApplications the QuickStart Way 1
Applications the
QuickStart Way
Using the QuickStart@ system, you can configure the voice mail system for a
particular application quickly and easily.
An 
application is the way you set up the voice mail system at a site to meet that
site’s individual needs. Every company has unique telephone communication
requirements. The decisions you make about the company’s specific needs
determine the way you set up the voice mail system.
Four Basic Functions
There are four functions you can configure for the voice mail system:
IAutomated attendantn Voice mail
n Audiotext
n Fax detect
Automated Attendant
Most organizations are equipped with electronic telephone systems. In most
cases, these systems don’t allow an outside caller to dial an inside extension
directly. This means that all incoming calls must go through the receptionist, who
routes them to the appropriate extension 
- a costly and time consuming
method. Also, when there is no receptionist on duty, a caller cannot transfer to
an extension.
ExecuMail provides a solution to these problems with its automated attendant
features. It can act as a receptionist by answering incoming calls and routing
callers to the desired extensions. The system answers several calls at the same
time. The system can place callers on hold, inform the caller how many calls areholding ahead of him or her, and update this information periodically. It can
screen calls, announce the name of the caller, and wait for confirmation from the
recipient before putting the call through.
Automated attendant features relieve your receptionist of routine telephone tasks.
The receptionist can give better personal service to the callers who need it most.
Voice Mail
3
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:
Voice mail allows a caller to record messages, in his or her own voice and exact
words, for another individual or group of individuals. With voice mail, people can
communicate precisely and personally without having to be on the same
telephone line at the same time. Communication occurs without endless games 
						

							2 Applications the QuickStart WayExecuMail6.5
of “telephone tag.” Research has shown that only one-third of all business calls
achieve direct contact, yet 40% of all messages are “one-way” messages which do
not require a dialogue. Voice mail saves time by allowing you to leave a message
immediately, even if the person you called is away or on the telephone. Voice
mail allows the people in your organization to better manage theircommunications and their time.
Audiotext
Many organizations want to provide around-theclock information to clients. The
system’s audiotext features allow an organization to present this information with
natural voice, music, or whatever the organization wants its callers to hear. The
voice mail system can offer callers menu trees and messages which can vary
depending upon the telephone number called or the time of day. Callers use
touchtones to select an item or subject that they want to hear. Even multi-lingual
services can be provided.
Retailers, banks, airlines, radio and TV stations, and other companies use the
system to provide timely information, even after hours. Service organizations such
as libraries, hospitals and government agencies use audiotext as a tool to helpthem fulfill their public responsibilities while reducing costs.
Fax Detect
ExecuMail can detect incoming faxes, and automatically route them to a fax
machine. Increasingly, organizations are depending on fax machines to deliver
written information quickly and efficiently. The fax detect, routing, and publicnotification features eliminate many of the time consuming and repetitive tasks
involved with handling incoming faxes.
With fax detect, you do not need a separate trunk line or telephone number to
handle incoming faxes. The voice mail system can notify the receptionist or
system manager whenever a fax is received. Plus, someone sending a fax from a
fax machine telephone can record a descriptive message that is included with
the fax notice.
Choosing the Best Keypad Map
To accommodate the touchtone keypads used by different telephone system
manufacturers, the voice mail system provides several different keypad maps. A
keypad map defines which letters are on the touchtone keys, or whether the
keypad uses numbers only.
In most cases, you do not need to change the default keypad map set during
installation. However, you may change the keypad map to fit the site’s needs. See
the 
Reference Manual for a description of each map, and complete steps for
changing it, if necessary.
What You Need to Know About Your Site
The QuickStart worksheets define everything that happens to a telephone call
once it reaches an organization: how it is answered, transferred, and answered
again. Before you begin filling out the worksheets, find out the answers to these
questions: 
						

							QuickStart Application ManualApplications the QuickStart Way 3
Which trunks will the voice mail system answer?
This is the most important question to answer. Does the organization want the
voice mail system to answer all trunks, so that all callers hear the voice mail
system first and use it to route to the correct person? Do the receptionists answer
the bulk of the calls, with the voice mail system answering only overflow calls
during peak periods? Is the voice mail system used exclusively for voice
messaging, answering only lines dedicated to that purpose?
What should the voice mail system say when it answers?
Should the different trunks be answered differently? A toll-free line might require
a special greeting, for instance. Does the organization want lines answered
differently depending on whether it is day or night?
Do you want to use an automatic directory of extensions?
Should callers be given an alphabetic directory of personnel and their telephone
extensions?
Which calls should be transferred to an operator?
What happens when a caller wants to go to the operator or has a rotary
telephone? Should the transfer be made automatically? What touchtone should
callers press to get to the operator, and how many operator lines are there?
How should calls be transferred to extensions?
What happens once an extension is selected? This may be answered differently
for different individuals in the organization. Should the voice mail system ask for
the caller’s name before transferring a call? If the extension doesn’t answer or is
busy, should the caller be given other choices or just leave a message?
Should internal calls forward to voice mail automatically?
What does the organization want to happen when someone calls an extension
from within the organization and it is not answered or is busy? Do they want the
call to forward automatically to the voice mail system?
Will subscribers use message notification?
How do people want to be informed when they have messages? Message waiting
lamps and automatic calling of a telephone at certain hours are two possible
options.
Does the organization use a fax machine?
Does the organization want to use fax detect? What telephone extension should
the fax machine use? Should the voice mail system ask outside callers to record a
message describing their fax? Should the voice mail system send a public notice
each time a call is transferred to the fax machine?
The QuickStart Method
The QuickStart method is a system for organizing the answers to all of these
questions. 
QuickStart makes it easy to define an application because it is
structured around the most important considerations.
The 
QuickStart method includes a set of QuickStart worksheets that facilitates
setting up your voice mail system. These should be filled in at least one week
prior to the scheduled installation date.
: 
						

							4 Applications the QuickStart WayExecuMail6.5
About This Manual
There are two basic steps to the QuickStart method:n
Fill in the QuickStart worksheets.n
Configure the application on the QuickStart Application screens.
Fill in the Worksheets
The first half of this manual explains how to fill in each worksheet. Once the
worksheets have been completed, you will have a solid understanding of what
the customer’s application really is and how to make it successful. You will find a
complete set of blank worksheets in 
Appendix A at the end of this manual.
Worksheets 1-13 are 
basic worksheets that should be completed ,for every
installation using automated attendant or voice mail features. Worksheets 14-17
are 
aduanced worksheets which cover such features as automatic call routing,
audiotext applications, and interviews. They should be completed only if required
for the site’s application.
Default Values Have an Asterisk (*)
Many system features are preset with default values when the software is shipped
to you. 
If there is a default setting for an option, this choice is marked with
an asterisk 
(*).
Fill In the ScreensThe second half of the manual guides you through the process of filling in the
system screens. Once you have completed the worksheets, it’s easy to configure
the system because the line numbers and blanks on the worksheets correspond
with the field numbers and labels on the screen. Each worksheet identifies which
system screen it corresponds to. 
						

							QuickStart Application ManualWorksheet 1: Site Information 7
Worksheet I=
Site Information
Use this worksheet to collect information about your Comdial telephone systemthat may be helpful to a service technician in the future. Although providing the
information on Lines l-6 has no effect on how the voice mail system operates,
filling in this worksheet gives you an easy way to keep the information in one
place.
1. Site name
Write down the name of the site at which the voice mail system is installed.
2. Contact name & Phone #
Write down the name of the contact person at the site. The person is usually a
system manager. Write down the work telephone number of the contact person,including his or her extension number.
Calls Answered
3. Total number of trunks/Total number of stations
Write down the number of trunks and stations in the Comdial telephone system.
Number of calls per day
Write down the average number of calls the Comdial telephone system handles
each day.
4. Day calls to be answered/Nighf calls to be answered
Choose the calls you want the voice mail system to answer, and when. It can
answer all incoming calls or only certain trunks, depending on the needs of the
organization. You can also set whether it answers different calls during normal
office hours (Day Mode), than it does after hours (Night Mode). Your choices
are:Alltrunks
The system will act as a primary automated attendant and will answer all
incoming calls. Callers may reach an operator or receptionist if they press a
particular touchtone or have a telephone that lacks touchtones.
.::/ 
						

							8 Worksheet 1: Site Information
ExecuMail6.5
Sometrunks
A live operator will answer most calls. The system will act as a “back door”
automated attendant to answer either overflow calls or incoming calls on a
particular set of trunks. 
						

							IOWorksheet 1: Site InformationExecuMail6.5
Notrunks
An operator will answer all incoming calls first, then may forward certain calls to
the voice mail system. In this configuration, the system’s automated attendant
features are not used.
5. Action fo fake for overflow calls
Choose how the voice mail system handles incoming calls when all its ports are
busy, depending on the programming features of the Comdial telephone system:
Ring system until it answersWhen all ports are busy, an incoming call continues to ring until an ExecuMail
port is free. If the system is being used as an automated attendant, this causes all
outside ports to be handled by ExecuMail. Make sure the number of ports on the
system can handle the call traffic you expect.
Forward calls to Operator
When all ExecuMail ports are busy, an incoming call is forwarded to a live
operator.
Issue busy tone
When all ExecuMail ports are busy, incoming callers hear a busy signal. They
must hang up and call back.
System Access Numbers
6. Trunk pilot number
Write the telephone number outside callers will use to reach the voice mail
system. Leave this field blank if the voice mail system will only answer forwarded
calls.
Number of trunks answered by system
Write in the number of trunks that the voice mail system will answer.
AIfernafe trunk numbers
Write in other published telephone numbers that outside callers will use to reach
the system, such as 800 numbers and service numbers.
7. Voice Port Sfafions
Write in the number of voice mail ports on the system. This number does not
include any fax ports, if you have any.
Sfafion Pilot Number
Write in the extension or telephone number subscribers will use to dial the voice
mail system internally. This is also called the 
master hunt group number.