Comdial Execumail Voice Processing System 6.5 Instructions Manual

							QuickStart Application ManualWorksheet 1: Site Information11
Station Number for each voice mail system port
Write in the physical station number of the Comdial telephone system that is
connected to each port of the voice mail system. (For example, an g-port systemwill have only eight of these blanks filled in.)
Comdial Telephone System Information
Write down the type of Comdial telephone system (switch) with which the voice
mail system will operate. When you choose this telephone system from
FxecuMail’s switch library, the voice mail system automatically sets the
parameters for best operation with the particular Comdial telephone system you
select.
Keypad Map
indicate which keypad map the voice mail system will use. The keypad map
defines how letters and numbers are arranged on the touchtone keypad. The
system supports several keypad maps, including a numbers-only map. The keypad
map is set automatically during installation.
If you use the numbers-only keypad map, be sure to read the topic in the
Reference Manual that explains numeric access. With the numbers-only keypad
map, subscribers send messages to other subscribers, guests, and message groups
by pressing numbers instead of letters. You can also set up numeric directory
assistance for outside callers. For more details about numeric directory
assistance, 
see the Reference Manual.
If you want to set the system for a keypad map other than the default, you must
run a special utility. 
See the Reference Manual for steps explaining how to change
the keypad map.
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							12Worksheet 2: The Opening LineExecuMail6.5
Worksheet 2:
The Opening Line
All Ports
The Opening Line is the greeting that the voice mail system plays when outside
callers reach the system. The Opening Line is composed of three recordings
called the Introduction, Action and Otherwise prompts. While these recordings
are separate prompts, most callers hear the prompts as if they were a single
greeting.
In many cases, the first contact outside callers have with your organization is with
the Opening Line greeting. Because callers will form their first impression by the
way they are treated when the system first answers, it’s very important to spend
some time planning the wording of the Opening Line, as well as how the voice
mail system will handle callers at each step of the way.
It is also important that you customize the Opening Line for your application.
Make sure the quality of the recording is good. Keep background noise to a
minimum, and don’t overwhelm callers with a long list of options. Include the
name of your organization, and be sure to thank people for calling you.
This worksheet helps you plan your Opening Line. For the Introduction, Action,
and Otherwise prompts, either select the wording on the worksheet, or write
another prompt better suited for your organization. Note that you can set up
different Opening Line prompts for the system’s Day Mode and Night Mode.
IO. /ntfoduction
Write the text for the Introduction prompt. The system plays this prompt first to
welcome callers. It might say 
“Thank you for calling . ”
You may use a different Introduction prompt during i)ay Mode and during Night
Mode. In most cases, however, the Introduction prompt is the same for both Day
Mode and Night Mode.
11. Call to Action
Write the text for the Action prompt. This is the prompt the system plays to let
callers know the actions they can take, such as to press an extension number,
how to reach directory assistance, or how to send you a fax. It might say
something like this: 
“If you’re calling from a touchtone phone, you may enter the
extension at any time. If you don’t 
know the number, press 411 for a directory. To
send us a 
fa, press 329.”
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							74Worksheet 2: The Opening LineExecuMail6.5
The Action prompt is the most important prompt in the Opening Line. Make it
simple and clear; callers are likely to hang up if they are presented with too
many choices or if the instructions are confusing. Be sure to tell callers what their
options are; for example, tell them the System ID to press for directory assistance,
or the System ID to reach the fax machine.
You can use a different Action prompt during Day Mode and during Night Mode.
In most cases, however, the Action prompt is the same for both Day Mode and
Night Mode.
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72. Otherwise
Write the text for the Otherwise prompt. The wording of the Otherwise prompt
should explain what action the system will take if the caller does not press any
touchtones during the Opening Line.
i
: . .
Some callers may choose not to enter any touchtones, or may be calling from a
rotary telephone. For a typical installation, you would set the voice mail system
to transfer these callers to the operator during Day Mode hours. In this case, your
Otherwise prompt might say something like this: 
“Othenvise, please stay on the
line and an operator will be right with you. 
”
Whenever the organization is closed, such as at night or on weekends, you will
probably want to use a different Otherwise prompt, such as “Otherwise, please
call back during 
normal working hours. ”
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Before you decide on the exact text for the Otherwise prompt, decide how you
want the system to handle callers who don’t press touchtones during the Opening
Line. These options are described in the next section. Remember, you can use
different options for Day Mode and Night Mode.
13. Acfion to take if caller does not press a fone
Choose how you want the voice mail system to handle the call if no touchtones
are pressed during the Opening Line. This action should correspond to the
wording of the Otherwise prompt.
Transfer Call to Operator
During daytime hours, this is the most common option for handling callers who
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do not press any touchtones during the Opening Line.
Interview the Caller
When no operator is available to answer calls, you can configure the voice mail
system to ask a caller a series of questions. After each question, the system
pauses so the caller can record an answer. The caller’s answers are recorded in a
single message. You can record up to 20 questions in a single interview box. The
system provides a Public Interview Box (System ID $PM) with several questions
already recorded. The default questions for the Public Interview Box are:
1.‘l’m going to ask several questions. After each, please reply. First, whom are
you trying to reach?”
2.“Who’s calling please?”
3.“At what number can you be reached?” 
						

							QuickStart Application ManualWorksheet 2: The Opening Line15
4.“What’s this in reference to?”
5.“What additional message would you like to leave?”
6.“Thank you, I’ll make sure your message gets attention. ”
Hang UP
When your organization is closed or there is no operator on duty, the system can
hang up after the Opening Line prompts. In this case, the Otherwise prompt
should say something like this: 
“Please call back during our nonal business
hours, which are 9 am to 
5 pm Monday through Friday. Thank you and goodbye. ”
This option does not affect callers who press touchtones in response to the
Action prompt, as long as they press touchtones before the voice mail system
hangs up.other
You may set up a special application that requires the use of a transaction box or
voice detect box to route the call.
Transaction boxes are used to create special call routing applications. For
example, callers can press a single key to route their call to a department, or to
hear more information. For more details, 
see Worksheet 16: Transaction Boxes.
Voice detect boxes are also used to create special call routing applications.
However, instead of pressing touchtones, callers can say “Yes” or remain silent
for No to route their call. For more details about voice detect, 
see the Reference
Manual.1
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							16Worksheet 3: Operator HandlingExecuMail6.5
Worksheet 3:
Operator Handling
When callers reach your organization during your normal business hours, it is
important that they have easy access to an operator. Callers need to know how
and when they can be connected to an operator.
20. When is an operafor available to handle calls?
Identify when there is an operator available to answer calls. Most organizations
have operator coverage only during normal business hours. Operator availability
during night hours varies widely from one organization to another.
If no operator will be available for either day or night, check the No boxes and
skip to Worksheet 4.
Transferring Calls to the Operator
What is the operator’s extension number?
Write down the operator’s actual extension number on the Comdial telephone
system, both for day and night. At many organizations, the operator’s extension
number is 0 (zero). If your operator has a different extension number, fill in the
blank with the number. The voice mail system automatically dials this extension
when transferring a call to your operator. Note that the extension numbers can
be different for Day Mode and Night Mode.
Call transfer type to use for the operator’s extension
Select the appropriate call transfer type for transferring calls to the operator.
There are three ways in which the voice mail system can transfer a call to the
operator. 
If you are not sure which to use, select Await Answer.
Release
When the call transfer type is Release, the voice mail system puts the caller on
hold, dials the extension and then releases the call to the Comdial telephone
system. The voice mail system does not check the progress of the call or the
status of the called extension. If the extension is busy or is not answered, the
Comdial telephone system determines what will happen to the call.
Releasing a call to the operator clears the voice mail system’s port to take other
calls. You can release calls to the operator if your Comdial telephone system
supports automatic camp-on of calls transferred to the operator’s console.
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							18Worksheet 3: ODerator HandlinaExecuMail6.5
Await Answer
When the call transfer type is Await Answer, the voice mail system puts the calleron hold and dials the operator’s extension. If the operator answers within the
number of rings specified in the Rings field, the voice mail system puts the
caller through.
If the extension is busy or does not answer within the specified number of rings,
the voice mail system plays the operator’s greeting and then takes an action
(typically, going to a special interview box). See the 
Reference Manual for more
information on this call transfer type.
Wait for Ringback
When the call transfer type is Wait for Ringback, the voice mail system puts the
caller on hold and dials the operator’s extension. If the extension rings thenumber of times specified in the Rings field, the voice mail system releases the
call to the Comdial telephone system.
If the extension is answered while the voice mail system is counting rings, the
voice mail system puts the call through. If the extension is busy, the voice mail
system plays the extension’s greeting and takes the specified action. With the
Wait for 
Ringback call transfer type, the operator cannot use call screening
features. See the 
Reference Manual for more information on this call transfer
option.
Rings
This specifies the number of rings the voice mail system will wait for a call to be
answered. The minimum number of rings is 3.
Write in the number of rings for your application. We recommend that you use 3
or 4 rings.
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							QuickStart Application ManualWorksheet 4: System Schedules19
Worksheet 4:
System Schedules
Most organizations have established working hours. You can set up the voice
mail system to handle calls differently when your organization is open and
closed. The voice mail system uses a Day Mode schedule to define the hours
your organization is open. The rest of the time the system operates in Night
Mode.
You can define up to four different Day Mode schedules, and then assign to
different voice ports or transaction boxes different Day Mode schedules. In most
cases, however, you will use only one Day Mode schedule, Schedule 
#l. This
worksheet defines only one schedule. You may want to define others later.
31. Daytime Schedule
Write down your organization’s regular business hours. Page 20 shows a sample
of a completed Schedules Worksheet.
Each working schedule you define for a site can be specified in three different
ranges of hours. These ranges (a,b,c) define the hours classified as Day Mode.
Note that you may specify any hours as Day Mode; they need not fall in the
range that is normally considered daytime. For any hours 
not specified, the voice
mail system operates in Night Mode.
Typically, you specify only one range, which might be something like 8:00 am 
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5:00 pm Monday through Friday. However, if your organization has different,
weekend hours, you may specify ranges for Saturday and Sunday. In the sample
shown, the schedule is completed for a business that is open from 9 am to 8 pm
Monday through Friday; from 10 am to 5 pm on Saturday, and 11 am to 3 pm on
Sunday.
If your organization closes for lunch hour, you can specify Day hours as 8 am to
12 pm in range (a) and 1 pm to 5 pm in range 
(b). The voice mail system will
then be in Night Mode from noon to 1 pm.
Ignore holidays?
In most cases, because your organization is closed on holidays, you will want the
voice mail system to operate in Night Mode for 24 hours on those days. This is
the default setting. If Schedule 
#l should not follow your regular Day Mode and
Night Mode hours on official holidays (that is, if you want Schedule 
#I to operate
in Night Mode for 24 hours) select No and fill in 
33. Holidays. If you want the
system to follow your regular Day and Night schedule on holidays, select Yes and
skip the 
33. Holidays section of the worksheet.:
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							20. When is an operator available to handle calls?
DayIXI’Yes Cl No
Night 
El Yes IXP No
Transferring Calls to the Operator
What is the operator’s extension number on the telephone system?DayIXI 0 (zero)ClNight 
0 0 (zero)0 -
Call transfer type to use for operator’s extension0 Release
IxI* Await Answerfor 4rings
0 Wait for Ringbackforrings
(3 rings or more)
Application Screen, Page 3Worksheet
4System Schedules
Use this worksheet to define the system’s Day Mode operating schedule. This will usually match the company’s
office hours. All other hours the system operates in Night Mode. You may specify up to three ranges of hours and
days for Day Mode operation.
31. Daytime Schedule(Enter up to three ranges of hours and days for Schedule 
#l . Use separate sheets for
#2 and #3.)
a:8:00
am/-pm- to5:oo-am- / pm on Mon Tue Wed THu Fri fatSUn-
b:am&m- to
-am-/pm on-Sat SUn-
C:am+pm- to-am-/pm on PSUn
Ignore holidays?q Yesq * No
32. Special Schedule #I)IXI DayCl Night
33. Holidays(Write in the day & month of up to eighteen holidays)
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34. Automatically adjust system for Daylight Savings Time?
q YesDate On
Date Off
Ix1 No
Application Screen, Page 4
QuickStart @ Application Worksheets
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