Comdial Execumail Voice Processing System 6.5 Instructions Manual

							Learning ExecuMailIntroduction 5
System Manager
Checklist
0cl
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q
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qComplete all of the system manager lessons in this guide.
Determine the training method that will work best for your subscribers.
Prepare and distribute the training memo.
Leave a “test” message to each subscriber as described in the memo.
Contact users who do not reply to the “test” message. Answer questions and
encourage them to use the system.
During the first week leave additional messages to subscribers encouraging
them to ask questions about the system.
Send a follow-up memo.
Make Guest Request Forms available.
: 
						

							6 Svstem Manaaer Lessons
ExecuMail6.5
System ManagerLessons
For most people, ExecuMail is the voice heard on the telephone. This is the voice
that politely and quickly answers and directs calls and efficiently takes and
delivers messages. This unobtrusive ease of use from a caller’s point of view is
the result of thoughtful design and years of refinement.
Behind this friendly voice lies a sophisticated computer program. This part of
ExecuMail is accessible only from the console (the system video display plus the
keyboard). Regular users-called subscribers-never see this part of the system. It
is available only to a special kind of subscriber, called the 
system manager. The
system manager is the person who uses the console to enter and maintain the
information the voice mail system needs for processing calls and controlling
operations.
While ExecuMail is sophisticated, it is not complicated-the screens and controls
are well organized and easy to use. By following the 5 easy lessons in this
section, you can become a skilled system manager in only a few hours.
In these lessons, you’ll explore and use the system “hands on,” learning how to
control its operation and its interaction with callers. You’ll use the system both
from the console, as a system manager, and from the telephone, calling as a
subscriber, guest, and as an outside caller. You’ll also learn how to 
finetune and
enhance system operation as needed.
The lessons are complete. Only technical details that are the responsibility of
your installer have been left out. (These details are in other parts of the system
documentation however, if you should ever need them.)
We’ve kept things simple, too. The lessons don’t make assumptions about your
level of computer skills. 
Euerything you need to kn;-w is covered, step by step.
Lesson OrganizationTo help you learn and retain your new skills quickly and painlessly, lessons are in
a “discuss-do-review” format. First, we start each lesson by discussing what you
can expect to learn. Next comes the hands-on part of the lesson with 
stepbystepinstructions. Each lesson ends with a short review of the topics discussed and
new terms defined. For best results, be sure you are familiar with each topic and
term before you continue.
Along with the topic review, we give cross-references to other parts of the system
manuals that also cover what you have just learned. When you complete a 
						

							Learning ExecuMailSystem Manager Lessons 7
.lesson, browse through this material. The better you know the documentation for
the voice mail system, the better you’ll be able to take advantage of the system’s
many features and options.
Learning on a Live SystemIf you’ll be training on the voice mail system as it answers your calls, you might
be concerned about the effect your training could have on normal call
processing operations.
Training won’t hamper normal activity. You can complete training while thesystem answers and processes calls. In fact, lessons 1 and 2 don’t change
anything on the system at all-you’ll only tour screens and test commands. And
while lessons 3, 4, and 5 do add sample data to your system, these samples are
designed to avoid conflicts or interference. Don’t worry about “breaking”
anything, either. The system carefully protects its voice messages and other stored
information.
Once you complete the lessons, you’ll find easy, 
step-bystep instructions for
removing all samples, so that you can quickly return the system to its original
state.
Before You Start the First LessonBefore you start the lessons in this guide, the system must be installed and
working. Your installer must have already installed the voice mail system and
connected it to the Comdial telephone system. This doesn’t mean that the voice
mail system must actually be in use in your organization, but it must be ready to
use. An Installer Checklist appears on page 4. You can go over this checklist
with your installer to be sure your system is ready to use. You’ll also need:
wA telephone near the system console that you can use to call the system.
nThe number to dial in order to call the system directly.
If you don’t have a telephone available at the computer or you don’t know how
to call the system, ask your installer for assistance.
If you do have the telephone and number, you are ready to go. In a few minutes,
you’ll learn how to start the system (if it is now off), and learn how to make sure
everything is working properly.
What You’ll AccomplishThese 5 lessons will give you a thorough understanding of:
nHow the system answers and routes calls.
n
How it takes and delivers messages.
n
How to teach subscribers to use the system.
nHow to add or remove subscribers or change their message options.
The first lesson takes about 30 minutes to finish; the remaining lessons take about
an hour each. While you may complete these lessons at any comfortable pace,
take breaks after lessons 2, 3, and 4. Ideally, try to complete the lessons over a
two or three day period. Allow time to review each lesson before you continue:
:! 
						

							8 System Manager Lessons
ExecuMail6.5
with the next. Once you have completed lesson 5, you’ll have learned everything
you need to use the system right away.Lesson GoalsLesson 1 is a quick introduction to the system. Here, you’ll learn how to start,
stop, and restart the system, how to sign in and out at the console, and how to
move through the system’s screens. You’ll also learn your duties as system
manager.
Lesson 2 shows you how the voice mail system is organized. This material will
give you an overview of the entire system. You’ll understand where to look for a
particular feature, option, or function. 
As part of the overview, you’ll learn about
each of the system’s different screens in detail.
Lesson 3 will teach you the ins and outs of adding subscribers and guests to the
system. In the process, you’ll learn how to review, record, and change various
system prompts, names, and greetings. You’ll practice adding subscribers and
learn how to control call transfer and message delivery.
Lesson 4 teaches you how to use the system from a subscriber’s point of view.
You’ll practice leaving and retrieving messages. You’ll learn how to review and
redirect messages, and how to cancel an undelivered message. Finally, you’ll
learn how a subscriber uses setup options to record his or her name and
personal greetings by phone.
Lesson 5 teaches you how to place subscribers into message groups to speed
delivering the same message to several people at once. As you continue with
your “subscriber” practice by leaving and retrieving group messages, you’ll learn
how to pause, rewind, and fast forward through messages and use other
touchtone controls. You’ll also learn how a subscriber sets and uses a security
code and how you, as system manager, can delete a forgotten security code. 
						

							Learning ExecuMail
Lesson 1: The Screens & Keyboard 9(.. :
Lesson I: The Screens
& KeyboardThis first lesson is a quick, hands-on introduction to the voice mail system’s
screens and commands. (It is also a good, quick refresher if you have not used
the system for a while.) You’ll tour the system without doing anything that will
change existing settings or information.
Here, you’ll learn how to sign in and out of the system at the console and you’ll
learn to move from screen to screen. We’ll define your role as a system manager
and touch upon the division of duties between you (as system manager) and
your installer.
Using the System KeyboardYou’ll soon be starting the hands-on part of the training lessons. Here’s the format
we’ll use for typed instructions:
Key NamesWhen you see a word in a shadowed box, it represents a key or combination of
keys on the console keyboard. For example, 
@ZiGEnter) refers to the key labeled
“Enter” on the keyboard.
Sometimes we’ll show a combination of two or more keys separated by hyphens,
m, for example. This means, press and hold the (Ctrl key and then press
the 
@ key. After you press Q, release both keys together.
We don’t use the boxed key symbols for every 
keystrokethis would be hard to
read. But we will use the symbols to distinguish between typing the letters of a
word, “Enter” for instance, and pressing a single key, 
[Enter).
Typing Your ResponseWe’ll use two simple “direction” words, 
type and press, to tell you what to type
on the keyboard or dial on the telephone. For example:
Type: 866 [-Enter)This means that you would type “866” on the keyboard and then press the
[-Enter) key. The words and letters we want you to type are printed in a
typewriterstyle typeface for added clarity. Type your response as shown-match
uppercase and lowercase letters exactly.
i::..’;...:::.yr:
:-!.:
:1
:./
^ 
						

							10Lesson I: The Screens & KeyboardExecuMail6.5“Press” refers either to a single-key action at the keyboard or one or more
touchtones on your telephone. For example:
Press 
=: 1
In the first instance, you would press a single key on the keyboard. In the second,
you would press it on the telephone keypad, as indicated by the small picture of
a telephone.
c; . .Finally, when you type, don’t use “1” (lowercase letter 
“L”) for the number one
(“I”) or “0” (uppercase letter “0”) for zero (“0”). While these characters look
similar in print, they are not interchangeable on the keyboard: they won’t work.
(When the distinction is not clear on the page, we’ll specify number or letter.)
Following the Results of Your ActionsAlong with “type” and “press,” we’ll use a special two-column format for
stepbystep instructions. The left column will show you what to press or 
type and
the right column will show what you’ll see on-screen or hear on the telephone.
Think of the left column as the “action” you are to perform and the right column
as the corresponding “result.” For example:
I
ACTION
RESULT
Press: IF2)Please enter your ID:
Press 
=: 1“‘I’ll record your message now. ”In the first example, you would see the words “Please enter your ID” appear on
the console screen immediately after you press 
IF2). In the second example, you
would hear “I’ll record your message now” on the telephone immediately after
you pressed 
“1” on the telephone keypad. As you do the training, use the right
“results” column to confirm that you are proceeding properly.:
/._
:.:I
How to Start or Restarl ExecuMail
ExecuMail is a full-time, dedicated system. The software uses the system 100% ofthe time. You’ll not do anything else (like word processing) with the voice mail
computer. Except in special circumstances, it will remain on and active,
answering and processing calls, 24 hours a day. As such, the system computer,
monitor, (and printer if one is part of the system) should neuer be switched oft:When you sit down at the console, the system should be on and active. You
should see either the system “Banner” screen showing the system logo or the
words AWAITING A KEY on an otherwise empty screen. If you see the Banner
screen or the AWAITING A KEY message, skip ahead to the next topic
heading.
1.;.Otherwise, if the system is turned on but the voice mail software is not running,
you need to restart the system. (Don’t restart the system if the software is already
running.) Here’s how:
press:(z3~AltpTJ 
						

							Learning ExecuMailLesson 1: The Screens & Keyboard11Press the 3 keys simultaneously. This usually takes both hands. (It is hard to do,
so that you won’t do it accidentally.) Once you press the keys, it might take a
second or two before you see any activity.
This combination of keys restarts (or “reboots”) the system. Restarting the system
reloads and restarts the software programs used by the system. Restarting ensures
that the system tests and reloads itself in the correct sequence. The restart
sequence can take several minutes to complete, depending on your particular
installation.
On rare occasions, the system might not respond or might stop working properly
(we’ll discuss how to see if this has happened, below). The 
[ct?HAnHm)restart sequence is usually all you need to get the system back into operation.
NOTE:If the system computer is switched 04 contact your installer. This mightmean the system installation is not complete. You might still be able to train
on the system computer, but you’ll need to check with your installer to
ensure that doing so won’t interfere with the installation process or normal
telephone operations.
Awaiting a KeyAWAITING A 
KEYGenerally, when you sit down at the console, the system will be turned on and
active. However, the screen will probably be 
blank except for the message
AWAITING A KEY. This is normal. Since the system is always on, it includes a
feature that prolongs the life of the monitor. After a few minutes of keyboard
inactivity, the system clears the full screen and displays this short message
instead. The message itself changes screen position 
eve? few minutes.
The AWAITING A KEY message will disappear and the screen will return to
normal with the first key press. Try it now...
press:(W)The Banner Screen is shown.
NOTE: As you use these lessons, the system may clear the screen and show
AWAITING A KEY. This will happen if you pause to read or attend to
something else for more than a couple of minutes. When this happens, just
press any key before you resume the lesson instructions. 
						

							12Lesson 1: The Screens & Keyboard
The Banner ScreenExecuMail6.5
1. Ans2. Ans
3. An.54. A/D
12:37pmDAY 29-Jan-94
Recording Time:3:oo
Comdial CorporationI
Fl HelpF3 Select PortFS Versions
F2 Sign-in
F4 Local on/offESC Exit
nter any character.The Banner Screen is shown whenever the system is active but secured (and the
screen protection feature has not cleared the screen). Here is where you sign in
to the voice mail system to perform your system manager duties.
The Banner Screen has many important status and activity indicators on it. Let’s
review them:
Ports available and port status: The upper-left comer of the Banner Screen
shows port numbers (1, 2, and so on) along with an abbreviation stating current
port status 
(Ans meaning “ready to answer,” for example). These indicators
change while calls are answered and processed. If your system is processing calls
as you train, you have probably seen these indicators change. 
Port simply means
a single incoming telephone line answered by the system. The number of
available ports helps to define the “size” of your system. This can range from 2 to
16 ports.Earlier, we mentioned a quick test you can use to make sure the system is
working. Simply dial the voice mail system and see if it answers your call. Use the
telephone near the console and try it now...
Press 
e: {dial the number for“Hgllo, this is... ”
your system}Your system should answer within a few rings. If you watch the port status area,
you’ll see a RINGING indicator followed by DAY 
ANSWER (or NIGHT
ANSWER, if you are working after hours) as your call is answered.
To disconnect...Press=:***
. ..and hang up the telephone.Date, time, and answering status: These indicators are in the upper-right comer
of the Banner Screen. The date and time shown are from the system’s internal
clock and calendar. The voice mail system uses these to time and datestamp 
						

							Learning ExecuMailLesson 1: The Screens & Keyboard13messages. For best results, they should be accurate. You can change the system
date and time within ExecuMail. We’ll show you how in the next lesson. The
answering status indicator shows either DAY or NIGHT depending on whether
the system is answering with its daytime or nighttime greeting. This is determined
by the Day Mode schedules you set within the system. These will be covered in
the next lesson, as well.
Keylock status: Just below the date and time, is an area that shows whether or
not the 
[Caps. I-Lock), or m keys have been pressed on the
console keyboard. When set on, CAPS keeps all letters UPPERCASE, 
NUM enables
the keyboard 
IO-key pad, and INSERT means that typed characters will be
inserted into a line (rather than typing over the existing characters). These keys
may or may not be pressed on your keyboard. Try them now so you can see the
status indicators on the screen:
press: (Num]
Press:c-1
Press: [Insert)
NDM indicator toggles on or off.
CAPS indicator toggles on or off.
INSERT indicator toggles on or off.
Try these keys several times. Leave them OFF when you finish.
Recording time: Messages are recorded digitally on the system’s internal harddisk drive. Once heard, messages are erased after a predetermined period. The
recording time indicator shows the number of hours and minutes available for
new messages. (For example, 5 : 24 = 5 hours, 24 minutes of storage timeavailable.) Depending on your equipment, the total time available for message
storage can range from a few hours to dozens of hours. Your installer has helped
select the best-sized system for your organization. Watching this number grow
and shrink over time will give you a feeling for how much recording time is
“normal.” If your organization grows, and this number starts to drop dramatically,
your installer can quickly help you expand recording capacity.
Banner logo: Your installer may have customized this area of the screen with
your logo instead of the system logo. As a result, this area might not match the
screen shown on page 12.
Available Function Keys: Along the bottom of the Banner Screen, there is a listof keys showing functions currently available. These correspond to the keys
labeled 
“Fl” through “F5” on your keyboard. For example, pressing Q gives
you 
onscreen help. Different screens have different combinations of functions,
but the ones available are listed here. Try this yourself:
Press: IF5)Software version information is shown.
PRESS ANY KEY TO CONTINUE
Version numbers can be important for telephone support by your installer. If 
youare asked what “version” of voice mail software you are using, look here.
Press: [t-IEnter)Software version information clears.
Press: QHelp for the Banner Screen is shown.
! .  .
:
;.:1  .  .
The help system gives a summary for each system screen. Use the 
0 @
m and [PsDnl keys to review help. Try it now... 
						

							14Lesson 1: The Screens & KeyboardExecuMail6.5Press: 
[PsDnlMore help for the Banner Screen is shown.
Two more lines of help for the Banner Screen
are shown.Press: 
&gMove back one screen-full of help.
Move back two lines of help.Press: 
[Esc)Help information clears.You’ll sign in with 
IF2) in just a minute. You’ll learn to use [F3) and IF4) in the
next lesson.
One-lime 
help: At the bottom of the screen, immediately below the function key
list, is a one-line typing help indicator. This tells you what the system expects you
to type. 
It now reads Enter any character. The system will accept
anything you type. As you enter information in the system, watch this area for
quick reminders.
Subscribers, Guests, and Oufside Callers
Let’s define some terms we’ll be using frequently in the rest of these lessons:
The term 
subscriber refers to all enrolled users of the voice mail system. En&led
means that the user’s name, extension number, and other information have been
entered in the system. This term encompasses regular subscribers and system
managers. Nonsubscribers-customers, clients, and friends who telephone yourorganization-are called outside callers.
A guest is a person who is hosted by a particular subscriber. A guest is given a
“guest mailbox” and very limited system privileges. For example, a client who
calls frequently could be assigned as a guest of one of the staff. Unlike an outside
caller, a guest can leave and 
receive private messages from his or her host
subscriber. Guest privileges give a person 
twoway communication on the system,
but only with the host staff member. When a system feature is available to guests
as well as subscribers, we’ll mention “subscribers and guests” explicitly. You’ll
create sample guests in Lesson 3.
Signing In to the System
The voice mail system protects its operations and aata from casual “browsers”
with a system of 
Personal ZDs. This applies to both the console and the
telephone. Each subscriber and guest uses his or her Personal ID to retrieve
messages and perform other tasks by phone.
As a system manager, you’ll use your Personal ID to enter the system from the
console keyboard as well. As shipped, the system contains a sample system
manager named “Thomas Jefferson” whose Personal ID is “TOM” (or “866”). At
the Banner Screen, 
[F21 is the command you use to sign in. Sign in as Thomas:Press: 
IF2)Please enter your ID:
: