Comdial Execumail Voice Processing System 6.5 Instructions Manual

							QuickStart Amlication ManualWorksheet 12: Special Subscriber Settings5 1
Call Transfer
Q[No Urgent Messages]
The subscriber cannot mark messages urgent.
R[Cannot &diiect Messages]
The subscriber cannot redirect messages he or she has received.
S[Cannot &nd Messages]
The subscriber cannot leave messages for other subscribers, guests, and groups.T 
Draditional Conversation]
The subscriber hears the four basic questions in this order: Check new messages,
Leave messages, Change greetings, Review old messages. To reach setup options
other than greetings, the subscriber presses 
# # after the system asks “Would you
like to do anything else.7” The M access code cancels the effect of this code.
U[No Messages to S&scribers]
The subscriber cannot send messages to other subscribers. The subscriber can
leave messages for his or her own guests and message groups.
V[No F’riFte Messages]
The subscriber cannot mark messages private. Any message the subscriber sends
may be redirected by the recipient.
W [No Future Delivery]
The subscriber cannot mark messages for future delivery.
X[No Return Receipt Requested]
The subscriber cannot mark messages for explicit return receipt.
Y[No Open Groups]
The subscriber cannot create open groups, or leave messages for open message
groups. The subscriber can still create and leave messages for his or her own
private message groups.
Z[Automatic Return Receipt]
The system automatically marks every message sent by the subscriber for return
receipt requested. To avoid redundant return receipts and receipt summary
announcements, never use the Z code without also using the 
B access code.
For more details about access codes, 
see the Reference Manual.
Indicate whether call transfer should be turned on or off. When call transfer is
turned on for a subscriber, the voice mail system transfers incoming calls to the
subscriber’s extension. The subscriber can turn call transfer on or off from any
touchtone telephone.
If you select No, outside callers may still leave a message in the subscriber’s
voice mailbox, but they cannot directly reach the subscriber’s extension without
going through the operator. Select No if the subscriber will use voice mail only.
. 
						

							52Worksheet 12: Special Subscriber SettinasExecuMail6.5
Call Transfer Type
Select the call transfer method that the voice mail system will use for the
subscriber. There are three ways the voice mail system can transfer a call to a
subscriber: Await Answer, Release and Wait for Ringback. For Comdial telephone
systems (especially those that do not support Call Forward to Personal Greeting),
Await Answer is the most common method of call transfer to a subscriber.
Await Answer
When the call transfer type is Await Answer, the voice mail system puts the calleron hold and dials the extension. If the extension is answered 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 extension’s greeting and then takes an action
(usually “take message”). 
See the Reference Manual for more information on this
call transfer type.
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
caller cannot leave a message unless the Comdial telephone system supports Call
Forward to Personal Greeting.
Releasing a call to an extension clears the voice mail system’s port to take other
calls. However, with the Release call transfer type, the subscriber cannot use the
call holding or call screening features.
Wait for Ringback
When the call transfer type is Wait for Ringback, the voice mail system puts thecaller on hold and dials the extension. If the extension rings the number 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, thevoice 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 subscriber cannot use call screening
features. See the 
Reference Manual for more information on this call transfer type.
Transfer options
Indicate which call transfer options the subscriber will use. These options control
how the voice mail system transfers calls to the subscriber. These options are
active only when call transfer is turned on and set to Await Answer. Choose any
or all of the following options:
:_
Announce [A]
The subscriber hears a beep before being connected to the caller. 
						

							.  .QuickStart Application ManualWorksheet 12: Special Subscriber Settings53
confirm [C]
The subscriber hears “Please press I to take the call or 2 and I’ll take a message. ”
The subscriber must press 1 to be connected to the caller.
Dialtone Detect [D]
The voice mail system checks for dialtone before transferring the call. Use this
transfer option if the Comdial telephone system does not provide “immediate
disconnect”.
Introduce [I]
The subscriber hears “Call for csubscriber’s recorded name>” before being
connected to the caller.
Screen [S] or Message Screen [M]
The caller is asked, “Whom may I say is calling?“, then the system records the
caller’s name. Before the call is transferred, the subscriber hears 
“Call from
. ” The M option also adds the caller’s name to a message the
caller leaves. Do not use these options together.
Screening options
If the subscriber will use call screening, indicate which transfer options the
subscriber will use when call screening is turned on. You can only use call
screening with the Await Answer call transfer type.
In most cases, you will use at least Message Screen [M] and Confirm [C] for the
screening options. The call screening feature lets subscribers find out who’s
calling before the voice mail system puts the call through.
Choose any or all of the options: A, C, D, 1, M, or S, which are described above
under 
Transfer Options. (Do not use M and S together.)
Turn screening options on?
When call screening is turned on, the system uses the screening options to
control how calls are transferred to the subscriber’s extension.
Use call holding?
Indicate whether the subscriber will use the voice mail system’s call holding
feature. The call holding feature allows you to “queue up” several callers who
are waiting for a busy extension, The voice mail system periodically tells callers
their position in the queue, and allows them to keep hording, transfer to another
extension or leave a message.
The system provides two different types of call holding. You can set the system so
that outside callers can press 
1 to hold for an extension, or say “Yes” instead.
With the first type of call holding, outside callers must have touchtone
telephones. With the second type, outside callers do not have to have touchtone
telephones. The system listens for spoken sound, using the system’s voice detect
feature.
Call holding is available with the Await Answer and Wait for 
Ringback call
transfer type. Call holding is not available with the Release transfer type.
: 
						

							54Worksheet 12: Special Subscriber SettingsExecuMail6.5
On the worksheet, select Yes if callers should press a touchtone to hold for the
subscriber’s extension. Select V
OX if callers should say “Yes” to hold. Select NO if
call holding should be turned off for the subscriber by default.
Acfion A ff er Greeting
Specify how you want the voice mail system to handle callers after they listen to
the subscriber’s personal greeting. Choose one of the following options:
Take a message
Take a message from the caller. This is the most commonly used option.
Transfer to operator
Transfer the caller to the operator.
Say Goodbye
The system says “IFyou need further assistance, press the pound key now. Thank
you and goodbye” 
and hangs up.
Hang UP
The system hangs up, without saying goodbye.
Go to another JD
The system routes the caller to another System ID. Be sure to write down the
System ID if you choose this option.
Restart the call
Return the caller to the Opening Line.
If Take a Message is Used
Specify the following information if the system is to take a message after the
greeting.
Maximum Message length -
Write the maximum number of seconds a message from an outside caller can
last.
Allow caller to edit message?
Specify whether callers are asked if they want to rerecord or add to their message
to the subscriber.
Mark the messages urgent?
Select how the system marks the priority of messages from outside callers. Select
Yes to automatically mark all messages from outside callers urgent. Select No to
mark 
none of the messages from outside callers urgent. Select Ask if you want
the system to 
ask outside callers whether the message should be marked urgent.
Action after message?
Choose how you want the system to handle the callers after they record a
message for the subscriber. The possible choices are:
Transfer to operator
Transfer the caller to the operator. 
						

							QuickStart Application ManualWorksheet 12: Special Subscriber Settings55
Say Goodbye
The system says “IFyou need further assistance, press the pound key now. Thank
you and goodbye” and hangs up.
Hang UPThe system hangs up, without saying goodbye.
Go to another ID
The system routes the caller to another System ID. Be sure to write down the
System ID if you choose this option.
Restart the call
Return the caller to the Opening Line.
Use one-key dialing during greeting?
Select whether callers can press single touchtones to route to other System IDS
during the subscriber’s personal greeting. If yes, indicate on the back of the
worksheet which touchtones and System 
IDS are to be used.
Message Notification and Delivery
When a subscriber or guest has messages pending, the voice mail system can
notify the subscriber by lighting a message waiting lamp or by giving a stutter
dialtone on the subscriber’s extension. This feature is called message
notification, 
and is available only if the Comdial telephone system is
programmed to support it. The voice mail system can also call a subscriber to
notify him or her of pending messages. This feature is called message 
delivery.
Lamp #
Write down the number the voice mail system should dial to turn a message
waiting lamp on or off for the subscriber. In most cases, you 
will use the
subscriber’s extension number.
Activate message waiting lamps for new messages?
Indicate whether the voice mail system should activate message waiting lamps for
the subscriber when new messages come in.
For Phone #I - #4
For each telephone number you want the voice mail system to call to deliver
messages for the subscriber, write down the answers to the following:
Phone #
Write in the telephone number you want the system to dial.Wait
minutes
Indicate the number of minutes you want the voice mail system to wait after a
new message arrives before dialing. This applies to batch message delivery only.
. .
: .:--i:‘ -::.  . -.: .  ...” 2’/- _I.::L’,‘:;,.,
Delivery Schedule
Write the times the voice mail system should start delivering messages and stop
delivering messages. Circle the days of the week the voice mail system should
follow this delivery schedule. 
						

							56Worksheet 12: Special Subscriber SettingsExecuMail6.5
Write down the number of times the voice mail system should ring the telephone
before hanging up, and how long it should wait before trying the telephone
number again.
Select one of the following delivery methods:
Each
With Each message delivery, the voice mail system calls the subscriber each time
a new message comes in, regardless of when it last tried to notify the subscriber.
This method speeds up the delivery of new messages, but also increases the
amount of dialing out the system does. This means that the dial-out ports may be
tied up more frequently. If the dial-out ports are constantly busy, the voice mail
system may have to hold dial-out requests in a queue until a dial-out port is free.
This could actually result in delays in delivery.
Batch
With Batch message delivery, any message that comes in since the last attempted
delivery is added to the batch and delivered at the next specified time interval. A
N-minute delivery interval is suitable for most installations. Using batch message
delivery lessens the amount of time the voice mail system ties up system ports
dialing out to deliver messages.
urgent
Urgent message delivery works like Each message delivery, except the voice mail
system only calls you each time an urgent message comes in. The system won’t
call when there are only normal priority new messages waiting. 
						

							QuickStan A&cation ManualWorksheet 13: Public Interview Box57
Worksheet 13:
Public Interview Box
The Public Interview Box is a special interview box. Messages left in the Public
Interview Box are called 
public messages, and are available to any subscriber
with public message access. When no operator is on duty, the Public Interview
Box can collect messages from callers who don’t know where to send their
message. By default, the Public Interview Box asks a caller for his or her name,
telephone number and a brief message. However, you can ask callers other
questions in the Public Interview Box. Use this worksheet if you plan to change
the questions the Public Interview asks.
NOTE: If you are using the Public Interview Box, be sure to set at least one
subscriber for public message access. To do this, remove the 
P access code
from the subscriber’s Access field. Most systems set the system manager and
the receptionist for public message access. For details on special subscriber
settings, see Worksheet 12.
System ID for Public Interview Box
By default, the Public Interview Box uses the System ID, $PM. We recommend
that you do 
not change this System ID.
Quesfion
Write out the full text for each interview question. You are allowed up to 20
questions for the Public lnterview Box. It is not necessary that each “question”
actually be a question-you may want to make a statement. For example, at the
end of all the questions, you might want to say 
“Thank you for your order. ”
The Public Interview Box comes with six prerecorded questions, listed below:
1.“I’m going to ask you 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?”
4.“What’s this in reference to?”
5.“What additional message would you like to leave?”
6.‘Thank you, I% make sure your message gets attention. ”
i 
						

							Worksheet13The Public Interview Box
The Public Interview Box is a special interview box owned by the system. When no operator is on duty, it can
collect messages from callers who don’t know where to send their message. The messages are delivered to all
subscribers with public message access. There is only one Public Interview Box and it cannot be removed from
the system. If you will not be using the Public Interview Box, you may skip this worksheet.
Write in the questions to be asked the caller and the maximum time allowed for the caller’s answer.
System ID for Public Interview Box
m $PM 0 Other
QuestionMax. Response
(in seconds)1. Who is calling, please?
2. Whom are you tryins to reach?
3. Whats this in reference to?4. At what number can YOU be reached?
5. What additional message would you like to leave?
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
20.
6
9
9
9
45
Should outside callers be allowed to mark messages urgent?q Yes IW N6 0 Ask
Action alter last question
IxI* Say “Goodbye” then hang up
0Transfer caller to operator
0. Restart the call at the opening line
0 Route the call to another subscriber or transaction box (Using Go-to-ID ->)
[7Hang up (The system does not say anything after the last question.)
Transaction Directory, 
fubhc Interview
QuickStart @ Application Worksheets
Copyright 0 1986-94 Active Voice Corporation4194 
						

							,
QuickStart Application ManualWorksheet 13: Public Interview Box59
For each question you want to change, fill in the maximum length of reply a
caller may leave, in seconds. For questions that normally have short replies, such
as 
“whar is your phone number?” a reply time of 6 to 10 seconds is usually
enough.
For each question or statement that does not require a reply, fill in a reply time
of zero.
Should Outside Callers Mark Messages Urgent?
Select how the system marks the priority of messages left in the Public interview
Box. Select Yes to automatically mark all messages from outside callers urgent.
Select No to 
inark none of the messages from outside callers urgent. Select Ask if
you want the system to 
ask outside callers whether the message should be
marked urgent.
Action after last question
Decide what action you want the voice mail system to take after asking the
questions. The most common choices are Say Goodbye or Hang up. The possible
actions are as follows:
Transfer to operator
Transfer the caller to the operator.
Say Goodbye
The system says ‘%you need further assistance, press the pound key now. Thankyou and goodbye” and hangs up.
The system hangs up, without saying goodbye.
Go to another ID
The system routes the caller to another System ID. Be sure to write down the
System 
ID if you choose this option.
Restart the call
Return the caller to the Opening Line. 
						

							60Worksheets 14 & 15: Menus & interviewsExecuMail6.5
.
Worksheets 14 & 15:
Menus 
& Interviews
By using transaction boxes and interview boxes, you can set up the voice mail
system to do more than just transfer calls to subscribers’ telephones. You can
offer callers menus of choices, allowing them to select between departments,
directories of services, or submenus. You can route callers to interview boxes, ask
them a series of questions, then route them on to another transaction box.
There’s really no limit to the kinds of special applications you can create.
Use Worksheets 14 and 15 to plan any special call routing applications you want
to create using transaction boxes and interview boxes. Use Worksheet 14, the
Menus & Interviews Map, to draw a picture of the overall flow and structure of the
application’s transaction boxes and interview boxes.
Then use Worksheet 15, 
the Menus & Interuiews List, to write down the
System 
IDS, names, and owners of all the transaction boxes and interview boxes
you will need. Also, write down whether the box will route callers to other
System 
IDS, and, if it’s a transaction box, whether it will use one-key dialing.
Once you plan the overall scheme for your application, use copies of
Worksheet 16, 
Transaction Boxes, and Worksheet 17, Interview Boxes, to write
down the specific requirements you will have for each transaction box or
interview box.:
Here is an example application to give you a feel for how transaction boxes work
together. For more details, 
see the Reference Manual.
.’