Comdial Execumail Voice Processing System 6.5 Instructions Manual

							6 Applications 
ExecuMail6.5 
connected to answer calls on the fifth through last incoming trunks. The direct- 
dial number for those trunks is given out to frequent callers and employees. The 
receptionist answers the first four trunks, and only those callers who are familiar 
with the system use the automated attendant. An automated attendant 
application can also serve as a backup for overflow calls, when all lines to the 
live receptionist are busy. An automated attendant system allows the receptionist 
to give better personal service where it is most needed. 
Voice Mail 
Voice mail allows a caller to leave a recorded message, in his or her own voice 
and exact words, for another individual or group of individuals. With a voice 
mail application, people can communicate precisely and personally without 
having to be on the same telephone line at the same time. Voice mail 
applications allow communication to take place without endless games of 
“telephone tag.” Research has shown that only onethird 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. Voice mail bypasses the problems of time zones, 
afterswitchboard hours, and other obstacles to communication in today’s 
fast-paced business world. Voice mail allows the people in your office to better 
manage their communications and their time. :::; 
li: 
Audiotext 
Many offices and 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 to 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. Or, for callers using rotary phones, the system can be configured to respond 
to spoken answers instead of touchtones. Even multilingual 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 help 
them fulfill their public responsibilities while reducing costs. 
EIxecuMail can detect incoming faxes, and automatically deliver them to a fax 
machine. Increasingly, offices are depending on fax machines to deliver written 
information quickly and efficiently. The fax detect, routing, and public 
notification 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 operator or 
receptionist whenever a fax is received. Plus, someone sending a fax can record 
a descriptive message using the fax machine’s handset. This message is included 
with the fax notice.  
						

							Reference Manual Applications 7 
Combining Functions 
Because ExecuMail is an integrated voice processing product, these four 
functions can be combined easily in a single application. For example, you can 
combine automated attendant and voice mail so that ExecuMail can answer a 
call, find out what extension number the caller wants, and transfer the call to that 
extension. If the extension is busy or doesn’t answer, ExecuMail can take ‘a 
message. Adding the Fax Detect function allows you to handle both voice and 
fax calls. 
You can also combine automated attendant and audiotext functions. Transaction 
boxes and interview boxes can be assigned touchtone System IDS similar to 
extension numbers. This allows a caller to access audiotext features or select an 
extension in the same call. 
All the functions can be available all the time. A caller can enter touchtones to 
access audiotext information, then enter touchtones to select the extension of a 
person in the office, then leave a message in voice mail if the person is 
unavailable. 
Designing Applications 
It’s easy to configure ExecuMail to meet your needs by using the QuickStart@ 
Application method. The QuickStart method provides a group of worksheets to 
help organize the communication needs of the site into an application design, 
and a series of stepbystep instructions on how to set up the voice mail system to 
meet the site’s needs. 
All this information is contained in the 
QuickStati@ Application Manual that came 
with your system. 
For related information, see: 
n Call Holding 
n Call Transfer & Call Screening 
n Faxes & the Public Fax Box 
n Switch Setup 
Sea also: 
n The QuickSta@ Application Manual  
						

							8 Backing Up & Restoring 
ExecuMail6.5 
Backing Up & 
Restoring : 
.~ 
A backup is a copy of some or all of the voice mail computer’s files. In the event 
of an unrecoverable system failure--such as a hard disk crash-a recent backup 
will save you from reentering names of subscribers, recorded names, and all the 
directories and system parameters. Make backups regularly. ,.y 
: 
I NOTE: Backing up and restoring must be performed on-site. You cannot 
back up or restore a system using remote maintenance. 
I I 
NOTE: The voice mail system will not be able to answer calls or take 
messages during a backup or restore. Be sure to forward calls to your 
operator, or perform the backup or restore after hours, when call traffic is 
light. 
Using the Toolkit 
To back up the voice mail system quickly and easily, use the ExecuMail Toolkit. 
The Toolkit includes several disk management utilities, including an easy-teuse 
backup program. The Toolkit provides menus specially tailored for backing up 
and restoring the voice mail system. All you do is select a backup or restore 
option from a menu, and follow the prompts on-screen to insert floppy disks 
when needed. 
With ExecuMail’s Tape Backup Package, the Toolkit can perform large, 
automated backups to tape, instead of to floppy disks. If your backup fits on one 
tape, you can set up the system to perform backups automatically, at a regularly 
scheduled time. See the Tape Backup documentation for details. 
Using Other Backup Utilities 
The ExecuMail Toolkit is the best method for backing up and restoring the voice 
mail system. However, you can use another backup utility if you choose. If you 
use a backup utility other than the Toolkit, follow the steps in that utility’s 
documentation to back up the system. 
See Directories to Back Up in thii topic to 
find out which files on the voice mail computer to include in your backups. 
The MS-DOS operating system comes with a utility which allows you to backup 
and restore your hard disk. However, the MS-DOS backup utility is not as 
powerful or flexible as many other backup software packages. To order the 
ExecuMail Toolkit, contact your Comdial representative.  
						

							Reference Manual Backing Up & Restoring 9 
The Five Types of Backup 
There are five types of voice mail system backups you can make (from largest to 
smallest): 
w Complete backup of the entire hard disk 
n Complete backup of the voice mail system 
m Configuration backup, including prompts, recorded names, and greetings 
n Database and messages backup 
n Database backup 
Complete Backups 
A complete backup of the entire hard disk makes a copy of every file on the 
voice mail computer’s hard disk. This includes all of the voice mail software, 
prompts, database files, and messages, as well as all other software programs and 
data files installed on the system. 
A complete backup of the 
voice mail system includes all of the voice mail 
system files. This includes all of the voice mail software, prompts, database files, 
and messages, but does 
not include any other files on the voice mail computer. 
It does 
not include a backup copy of the Toolkit or of MS-DOS. 
A complete backup is the largest and most thorough type of backup. Depending 
on the size of the hard disk, it takes many floppy disks and a great deal of time 
to do a complete backup. For larger systems, such as a 30-hour (330 megabytes) 
hard disk, a complete backup could require several 
hundred floppy disks. We 
recommend a tape backup system be used for larger applications. 
Because messages use a large amount of disk storage, perform a complete 
backup when there are only a few messages on the system, such as early Monday 
morning. By then, most subscribers have heard their messages, and the system 
has automatically deleted old messages over the weekend. 
Configuration Backup 
A configuration backup includes all the voice mail program files, plus all prompt 
files, database files, greetings, recorded names, the AUTOEXEC.BAT file, and the 
CONFIGSYS file. It does 
not include messages. 
Use a configuration backup to backup settings for subscribers, guests, message 
groups, transaction boxes, and interview boxes, including any voice field 
recordings. It’s a good idea to make a configuration backup after you first install 
the voice mail system. 
Database Backups 
A database backup includes only the AUTOEXEC.BAT file, the CONFIGSYS file, 
and the subscribers, guests, message groups, transaction boxes, and interview 
boxes on your system. It does not backup the voice mail software, nor does it 
include recorded names or greetings. A database backup is the smallest type of 
backup and will often fit on one highdensity floppy disk. 
If you use a database backup to restore a system, first m-install the software with 
the original system floppy disks. Then, restore the database backup. Rerecord 
message group names, transaction box names and greetings, and interview box  
						

							10 Backing Up & Restoring fxecuMail6.5 
names and questions. You should also rerecord subscribers’ recorded names. Or, 
add the F access code to the Access field on each subscriber’s Personal 
Directory page to turn on the enrollment conversation. The system will prompt 
the subscribers to set up their voice mailbox the next time they call the system. 
A 
database backup including messages includes all the files in a database 
backup, plus all messages on the system. 
Directories to Back Up 
Figure 1 shows the directories to include for each type of backup. If you use the 
Toolkit backup utility, the correct directories will be backed up automatically. All 
you do is choose the backup type you want from a menu. If you’re using a 
different backup utility, include the files listed on the table. 
Backup Type 
Complete hard disk Drives and Directories Included 
C: drive and all subdirectories 
Complete voice mail system AUTOEXEC.BAT, CONFIGSYS, 
C:\VMAIL (and all its subdirectories) 
Configuration, with prompts, 
recorded names and greetings AUTOEXEC.BAT, CONFIG.SYS 
CWMAIL (no subdirectories) 
C:\VMAIL\OGM (and all subdirectories) 
C:\VMAIL\PROMPT (and all subdirectories) 
Database with messages AUTOEXEC.BAT, CONFIG.SYS 
C:\VMAIL (no subdirectories) 
C:\VMAIL\PERSONAL (and all subdirectories) 
C:\VMAIL\PUBLIC (and all subdirectories) 
Database only AUTOEXEC.BAT, CONFIG.SYS 
CWMAIL (no subdirectories) 
Figure 
1: Directories included with each type of backup 
Backing Up or Restoring the System 
Backing up or restoring involves four main steps: 
n Prepare the materials. For backups, make sure you have enough floppy 
disks or tapes. Use high-density disks. Label, number, and date each disk or 
tape. For a restore, make sure you have all of the floppy disks or tapes in 
the backup set, and that they’re in numerical order. 
m 
Busy out all the voice mail system ports and exit the system. See the 
procedure below. 
m Perform the backup or restore. 
n Restart the voice mail system. Be sure to reset the ports to their original 
settings.  
						

							Reference Manual Backing Up & Restoring 11 
Busy Out the Potts and Exit the System 
To perform a backup or restore, first busy out all of the voice mail system’s ports 
and then exit to the MS-DOS prompt. The system will not be able to answer calls 
or take messages during the backup or restore, so be sure to forward calls to your 
operator. 
To busy out the system ports and exit the system: 
1. Sign in to the system. Press m to display the QuickStart Application 
Screen, Page 2 (Figure 2). 
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Day Nt 
Day Nt Day Nt Day Nt Day Nt 
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10. Intro (Hello, this is...): Qp 
						

							12 Backing Up 8 Restoring ExecuMail6.5 
4. Once all port indicators change to BUSY, press @ Q twice. Type a 
System Manager ID (j=EZG]. 
You are now ready to proceed with the backup or restore, either using the 
Toolkit or another software package. 
To restart the system and reset the ports: 
1. Press [jHWW) to restart the system. 
2. Once the Banner Screen is displayed, sign in to the system. 
3. Press IPgDn) to display the QuickStart Application Screen, Page 2 (Figure 2). 
4. Highlight each field on the port status line, then type the original setting for 
that port and press [-Enter). Look at the bottom of the screen to find out 
the values you can enter. 
For related information, see: 
n Port Applications 
See also: 
n The Using the Toolkit Guide 
n The Tape Backup Package documentation 
: _‘., ,- -_ 
‘-2; 
:- 
:  
						

							Reference Manual Call Holding 7 3 
‘. 
Call Holding 
The voice mail system’s call holding feature allows you to “queue up” several 
callers holding for a busy extension. The system tells callers on hold how many 
calls are waiting in front of their call and allows each caller to continue holding, 
leave a message, or try another extension. The system may also be set up to play 
music or special messages to callers on hold. All these features are independent 
of any call holding features provided by your Comdial telephone system. 
You can enable the call holding feature for individual subscribers, transaction 
boxes, the Operator Box, the Public Fax Box, and voice detect boxes. You can 
also control whether a subscriber can turn call holding on or off by phone. In 
addition, you can configure system-wide parameters to limit the total number of 
calls holding at any particular time, or for any particular extension. 
You can set up the system so that outside callers can press 1 to hold for an 
extension, or say “Yes” to hold 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. 
Both types of call holding only work with call transfer turned on and the call 
transfer type Await Answer or Wait for Ringback. Call holding does not work with 
the Release call transfer type. 
NOTE: Each caller placed on hold ties up one port of your system. Be sure 
to plan for enough ports on your system to handle call holding. You can also 
limit the total number of callers placed on hold through the call holding 
parameters. 
Setting Up Call Holding 
You can allow callers to hold for a particular subscriber, or you can allow callers 
routed through a transaction box to hold until the transaction box’s extension is 
free. Outside callers can also hold for the Operator Box, the Public Fax Box, or a 
voice detect box extension. To turn on call holding, you use the 
Holding? 
field. 
Figures 4, 5, 6, 7 and 
8 show where the Holding? field is located on these 
screens. You can also set call holding for new subscribers added to the system 
with the 
Holding? field on the Quick&art Application Screen, Page 5.  
						

							14 Call Holding 
fiecuMail6.5 
Personal ID: Sl23i2 - 
Extension # ID: 12312 
Access: PCB 
>Transfer 
Transfer? Yes-->,X 
Await-Ans-->4 
rings 
Screening? No Holding? Yea Alt: 0:OO Max-msg: 90 set Edits OK? Yes 
-Message Notification I I 
Lamp #: x Activate Lamps? Yes On Now? No 
#l: x after 0 min. 
8:OOam- 6:OOpm MTWHF 4 rings 30 min,Off 
;,i after 0 min, 6:00pm- 9:OOpm MTWHF 5 rings 60 min,Off 
after 0 min, 12:OOam-11:59pm MTWHFSU 0 rings 30 min,Off 
#4: after 0 min. 12:00am-11:59pm MTWHFSU 4 rings 60 min,Urgent 
Ctrl-E for expanded options 
Figure 4: Sample Personal Directory Screen, call holding turned on 
1 
One key dialing: 1>300 
2>400 3> 4> 5> 
6> 7> a> 9> o> 
Figure 5: Sample transaction box, call holding turned on 
Alternate System IDS for Special Operators on each Port: 
Figure 6: Operator Box, call holding turned on 
52. Max recording:  person-person 300 sets Max screening recording: 6 
53. Skip back time on #: 4 
Max ID attempts: 4 Bad ID Goto--> 
54. Record Pauses...Beginning: 5 Short ending: 2 Long ending: 3 
55. Beep on record? Yes Disk full warning at: 15 mins left 
56. Blank PC screen? Yes 
Screen Type: Auto Keypad: Q=7, Z=9 keys 
57. OS Surrender- Dailv: 
Weeklv: Monthlv: I 
58. Startup: 
Error notices to: 0 
59. ID for Alpha Directory: 555 Auto xfer? Yes ID for Num Groups: 
Public Fax Box 
Fax ID: 329 
Transfer? Yes -a,123 
Voice name: 0:02 Alt Action: Operator 
Await-Ans-->4 
Rings 
Holding? Yes Announce: Always 
Figure 7: Public Fax Box, call holding turned on  
						

							Reference Manual Call Holding 15 
System ID: SVOICE 
Voice name: 0:02 
t 
>Transfer 
>Greeting - >Action 
Day? Yes-->, 456 
Day: 0:lO Day: Take-msg 
Nite? No Nite: 0:OO Nite: Operator 
Await-Ans-->4 
Rings Alt: 0:oo Max-msg: 90 set 
Intro: 0:02 
Holding? VOX Edits OK? No 
Transfer Options : 
Active: D/N Send Msg Urgent? No 
After Msg: Say-bye 
Voice Selection: 
Voice> 0 Silence> SHANGUP 
Figure 8: Sample voice detect box, voice detect call holding turned on 
The values allowed in the Holding? field are: 
Yes 
Outside callers must press 1 to hold for a busy extension. If an outside caller 
presses 
2, the system plays the box’s greeting then takes the specified action 
(typically, take a message). Outside callers may also press # to try another 
extension. To use this type of call holding, outside callers must have touchtone 
telephones. 
VOX 
Outside callers must speak to hold for a busy extension. This type of call holding 
does not require a touchtone telephone. If an outside caller remains silent, the 
system plays the box’s greeting then takes the specified action (typically, take a 
message). While 
outside callers using voice detect call holding may not press # to 
try another extension, you can route them to other voice detect boxes to offer 
other extensions. 
See the Voice Detect topic for more details. Voice detect call 
holding must be set up by the system manager at the console. 
No 
Turns call holding off. For subscriber mailboxes, be sure to remove the K access 
code from the subscriber’s 
Access field if you also want to keep a subscriber 
from turning call holding on or off by phone. 
See Allowing Subscribers to Change 
Call Holding by Phone 
for more details. 
NOTE: If you choose an action other than take a message (Take-msg), be 
sure to rerecord the call holding prompts so callers know what to expect. For 
details, see the section of this topic 
what the Caller Hears. 
Allowing Subscribers to Change Call Holding by Phone 
To allow a subscriber to change call holding by phone, add the K access code to 
the Access field on the subscriber’s Personal Directory page (Figure 9). 
Conversely, to keep a subscriber from changing call holding by phone, remove 
the K access code.