Comdial Execumail Voice Processing System 6.5 Instructions Manual

							16 Call Holding ExecuMail6.5 
Personal ID: 812312 - SC 
Extension # ID: 12312 voice name: 0:02 
Hold/Archive mscrs: 0 /2 days 
=ACCESS CODE 
At 
;i 
E [ 
F [ 
G [ 
H [ 
I [ 
* 
* No Setup Options 
No Rect Summary 
No Public Notify 
Not in Directory 
Messages by Ext 
First-Time Enroll 
Cant Edit Greet 
Unused 
Unused 
Press t I+tTAB or Shif 
t- -TAB to move: Press SPACEto add or remove a code=  OPTIONS -Press ESC to Exit 
I 
Jl 
K I 
L [ 
M [ 
N [ 
0 1 I Unused 
*I Can Edit Holding 
1 Message Length 
I Menu Mode 
1 Hands-Free Play 
I No Old Messages 
I No Public Message 
1 No Urgent Message 
I Cant Redirect Cant Send Message 
Traditional Order 
Not to Subscribers 
No Private Message 
No Future Delivery 
No Receipt Request 
No Open Groups 
Automatic Receipts 
Figure 9: Allowing a subscriber to change call holding by phone 
Unless specifically authorized by the system manager, subscribers cannot turn 
call holding on or off themselves by phone through their setup options. 
You can also allow new subscribers added to the system to change call holding 
by phone by adding the K access code to the 
ACCeS8 field on the QuickStart 
Application Screen, Page 5 (Figure 10). 
Personal ID: 8X 
ACCESS CODE 
A [ 1 No Setup Options 
B [*I No Rect Summary 
C [*I No Public Notify 
D [ ] Not in Directory 
E [ I Messages by Ext 
F [*I First-Time Enroll 
G [ I Cant Edit Greet 
H [ 1 Unused 
I [ I Unused 
Press t I+tTAB or Shif 
t- -TAB to move; Press SPACE  OPTIONS Hold/Archive msgs: 0 /2 
Press ESC day 1 
to Exit 1 
J [ I Unused 
K [=I Can Edit Holding 
L [ I Message Length 
M [ 1 Menu Mode 
N [ I Hands-Free Play 
0 [ 1 No Old Messages 
P [*I No Public Message 
Q [ I No Urgent Message 
R [ I Cant Redirect 
s [ 
T t 
u I 
;t 
x I 
Y [ 
2 [ Cant Send Message 
Traditional Order 
Not to Subscribers 
NO Private Message 
No Future Delivery 
No Receipt Request 
No Open Groups 
Automatic Receipts 
to add or remove a cod J 
Figure IO: Allowing new subscribers to change call holding by phone 
Subscribers Can’t Switch Types of Holding by Phone 
The K access code lets a subscriber turn call holding on or off by phone, but 
does 
not let a subscriber switch between the two different types of call holding. 
For example, if a subscriber is allowed to change call holding by phone, and the 
Holding? field is set to Yes, the over-thephone conversation changes the field 
from Yes to No (and back again). If the subscriber’s Holding? field is set to 
VOX (for voice detect call holding), the over-thephone conversation changes the 
field from VOX to No (and back again). 
What the Outside Caller Hears 
If call holding is enabled and the system encounters a busy signal while 
transferring a call, it plays one of the following: 
For a subscriber: 
“ is on the phone now.” 
For a transaction box, the Operator Box, the Public Fax Box, or a voice detect 
box: 
‘7’m sony, all lines are busy. ”  
						

							Reference Manual Call Ho/dins7 17 
Next it says: 
‘*Calls are answered in the order received. You are  in 
line. ” 
If the Holding? field is set to Yes, the caller then hears: 
“lf you’d like to hold, press 1. To leave a message, press 2; or, to try another 
extension, press the pound key... ” 
[PH~Hold~YouArelnLine] 
Or, if the Holding? field is set to VOX, the caller then hears: 
‘lf you’d like to hold, please say Yes. To leave a message, remain silent...” 
[PH~Hold~YouArelnLine] 
If the caller indicates that he or she would like to hold, the system places the 
caller in a holding queue. If the caller indicates that he or she would like to 
leave a message, the system plays the greeting for the box and then takes the 
action specified for that box (typically, Take-msg). Note that while most 
systems set the action to Takemsg, you can choose a different action (for 
example, transfer to operator, or GotoID-> to route the caller to a different 
box). If you choose a different action, be sure to use a local connection to re- 
record the call holding prompts so callers know what to expect. See the guide 
Changing the System Conversation for details. 
The Holding Queue 
The caller who is first in line in the holding queue is handled differently than 
other callers further back in the queue. 
Firsf in Line 
If the caller is first in line for the extension, the voice mail system places the 
caller on hold with the Comdial telephone system. The caller hears music or 
silence, whichever the Comdial telephone system provides for holding calls. 
Periodically, the voice mail system tries the extension to see if it is still busy. If 
the extension is free, the voice mail system takes the call off hold and transfers it 
to the extension. If the extension is still busy, the voice mail system waits for a 
brief period, then tries the extension again. If the extension remains busy after 
several tries, the voice mail system returns to the caller and asks if the caller 
wants to keep holding. If the caller indicates that he or she wants to continue 
holding, the voice mail system repeats the holding cycle. 
Note that this holding cycle is not a camp-on feature. The voice mail system 
instead repeatedly tries the extension to see if it is still busy. The length of this 
holding cycle for the caller first in line is controlled by the call holding 
parameters. 
Second in Line or Further Back 
Callers who are second in line or further back in the holding queue are not 
transferred to the Comdial telephone system. Instead, the voice mail system itself 
holds onto the call, until it can pass the call to the Comdial telephone system as 
a first-in-line caller.  
						

							18 Call Holding ExecuMail6.5 
Callers who are second in line or further back hear a series of music-on-hold 
prompts. Each music-on-hold prompt can contain music or a special message 
that you record. When the caller first enters the holding queue second in line or 
further back, the caller hears the first music-on-hold prompt. At the end of this 
prompt, the voice mail system checks to see if the caller can move to first in line 
in the queue. The voice mail system then updates the caller as to his or her 
status: 
‘ is still on the phone. ” 
“You are second, third, . ..> in line. To continue to hold, press I; to leave a 
message, press 
2; or to try another extension, press the pound key... ” 
[PH-Hold-YouArelnLine] 
Or, for voice detect call holding: 
“You 
are  in line. To continue to hold, say Yes; to leave a 
message remain silent... ” 
[PH~Hold~YouArelnLin~ 
If the caller indicates that he or she wants to remain on hold, the voice mail 
system plays the next music-on-hold prompt. 
At the end of the next music-on-hold prompt, the voice mail system again checks 
to see if the call can move up in the holding queue, then again updates the 
caller as to his or her current status. Note that, unlike the holding cycle for the 
first-in-line caller, the length of the holding cycle for the second in line or further 
back caller is determined only by the length of the music-on-hold prompt played 
to the caller. For more details, see Music-On-Hold Prompts at the end of this topic. 
Holding Cycles 
The voice mail system follows two different call holding cycles: one for callers 
who are first in line, the other for callers second in line or further back. Each of 
the two holding cycles is controlled differently. 
For the caller who is first in line holding for an extension, the voice mail system 
goes through a cycle of trying the extension several times to see if it’s free, then 
returns to the caller to ask if he or she wants to remain on hold. You can 
configure both the interval of time between extension tries and the number of 
tries made before the voice mail system returns to the caller. Together, these two 
call holding parameters determine how long the holding cycle is for the first in 
line caller. The parameters that control this cycle are on Line 15 of the Quick&art 
Switch Setup Screen, Page 2 (Figure 11). 
For the caller who is 
second in line or further back, the length of the holding 
cycle is determined only by the length of each music-on-hold prompt the caller 
hears. You may record a series of music-on-hold prompts of varying lengths, in 
which case the length of the holding cycle varies depending on which prompt is 
played for the caller. 
In either case, the caller can exit out of the holding cycle. If 
the Holding? field 
is set to Yes, callers stop holding by pressing 2 to leave a message or by pressing 
# then the extension number. 
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							Reference Manual Call Ho/dim 19 
Call Holding Parameters 
There are two sets of parameters which control call holding system-wide. The 
adjustable parameters on the QuickStart Switch Setup Screen, Page 2 
control how 
many calls the system will allow to hold, both throughout the system and for any 
one extension. This screen also stores parameters that control the call holding 
cycle for the first-in-line caller. 
A second set of locked parameters, found on the 
QuickStart Switch Setup Screen, Page 3 controls how the system identifies busy 
signals on your Comdial telephone system. 
Controlling the Number of Calls on Hold 
You may specify how many calls can wait on hold on Line 14 of the QuickStart 
Switch Setup Screen. Remember that each call on hold ties up one port of your 
voice mail system. 
11. Dialout (,)= 200  pause (;)= 300 Hookflash (&)= 50 (%I= 200 
12. Dialout DTMF duration: 
10 DTMF interdigit delay: 12 
13. Dialtone delay: 150 
14. Max lime holding total: 16 
15. Number tries between T!F checks: 4 l&ix lines holding for ext: 16 
Extra hold time b&??een tries: 50 
Figure 11: Call holding parameters, QuickStart Switch Setup Screen, Page 2 
Maximum lines holding total 
This specifies the maximum total number of calls allowed to hold in the system 
at one time. Each call on hold occupies one voice mail system port. You should 
set the maximum to a value less than your total number of answering ports to 
avoid tying up the whole system with calls on hold. 
Maximum lines holding for ext 
This specifies the maximum number of calls allowed to hold for a particular 
extension. Typically, this value is smaller than that for Maximum Lines Holding 
total. For example, in an Sport system, you might want to limit the total 
maximum lines holding in the system to 5, and the maximum lines holding for 
any particular extension to 3. 
The voice mail system checks the number of lines holding by counting all calls 
which will ring the same telephone extension. This may include calls from 
multiple message boxes or transaction boxes, if the boxes transfer calls to the 
same actual telephone extension. 
For example, a representative from your sales department might have a 
transaction box that is set up to transfer calls to her desk when outside callers 
dial the Sales Department. In addition, callers who dial her extension number 
directly are also transferred to her desk extension. The voice mail system counts 
the total number of calls that are attempting to transfer to her desk extension and 
allows only the number of calls specified in 
the Maximum lines holding 
for ext 
field to be put on hold.  
						

							fxecuMail6.5 
Note that when the number of calls holding in the system reaches either the 
Vale for Maximum lines holding total or Maximum lines ‘. 
holding for ext., a new call will not be placed on hold. The call will 
instead be handled as if the extension went unanswered. Usually this means the 
system takes a message. 
Controlling the First in Line Message Cyde 
The length of the message cycle for callers who are first in line in the holding 
queue is controlled by parameters on Line 15 of the QuickStart Switch Setup 
Screen. 
Number tries between 
TT checks 
This specifies the number of times the voice mail system should try the desired 
extension to see if it is still busy before it checks back with the caller to ask if the 
caller wants to keep holding. For example, if the value is 4, the system tries the 
extension 4 times before checking with the caller. This parameter applies only to 
callers who are first in line. 
Extra hold time between tries 
This specifies how long, in tenths of a second, the voice mail system waits 
between each try of a busy extension. For example, if the value is 50, the system 
waits 5 seconds between each try. 
An Example 
If the 
Number tries between TT checks field is set to 4 and the Extra 
hold time between tries 
field is set to 50, the voice mail system tries 
the busy extension 4 times, waiting 5 seconds between each try, before it checks 
back with the caller to confirm that he or she wants to remain on hold. 
If it takes the voice mail system approximately 3 seconds to try the extension and 
5 seconds to wait before the next try, then 8 seconds will elapse between one try 
of the extension and the next try. Multiply this by 4 tries before checking back 
with the caller, to calculate that the voice mail system will check back with the 
first in line caller at an interval of approximately 32 seconds. 
Setting the Extra hold time between tries lowertendsto put calls 
through a little more quickly. Setting it higher tends to make the holding 
conversation sound better to the caller, as the caller hears fewer “clicks” from 
the tries of the busy extension and hears more continuous hold music (if hold 
music is provided by the Comdial telephone system). We recommend the values 
of 4 tries between 7T checks, and 5 seconds betweer! tries. 
Music-On-Hold Prompts 
The system has ten prompts available for playing “music on hold.” These prompts 
are played in round-robin fashion to callers who are second in line or further 
back in the holding queue. 
Only the first music-on-hold prompt comes prerecorded. It contains piano music 
by Mozart. You may, however, record additional music-on-hold prompts in the 
same manner that you record other prompts and voice fields. (See the topic on 
Recording Voice Fields for more details.) If multiple music-on-hold prompts have 
been recorded, the system plays the entire series of music+n-hold prompts to 
each caller who remains second in line or further back in the holding queue.  
						

							. . 
: 
-: 
I’ 
Reference Manual Call Holding 2 7 
Each time the voice mail system finishes playing one music-on-hold prompt, it 
asks the caller if they want to continue to hold, then plays the next music-on-hold 
prompt in the series. The voice mail system skips over any music-on-hold prompts 
that have not been recorded. When the voice mail system has gone through all of 
its prompts, it begins again with the first music-on-hold prompt. 
You may want these music-on-hold prompts to contain either music of your own 
choice, promotional messages, or information pertinent to your particular use of 
call holding. Remember that the length of each music-on-hold prompt determines 
how long the holding cycle is for the caller who is second in line or further back. 
We recommend that each music-on-hold prompt be between 20 and 60 seconds 
in length to make the holding conversation flow better with the caller. If the 
music-on-hold prompts are too short, the caller will be asked too frequently to 
press a tone to remain on hold. If the prompts are too long, the caller may get 
tired of holding and hang up. 
Note that the caller’s position in the holding queue does not affect which 
musicon-hold prompt the caller hears. The first in line caller does not hear the 
music-on-hold prompts. Each second in line or further back caller hears the 
entire sequence of recorded music-on-hold prompts, one after another, if the 
caller stays in the holding queue long enough. 
For related information, see: 
n Call Transfer & Call Screening 
n Faxes & the Public Fax Box 
n Messages 
n Recording Voice Fields 
n Subscribers 
w Switch Setup 
n Transaction Boxes 
n Voice Detect 
See also: 
n The Changing the System Conversation Guide 
m The 
User’s Guide  
						

							22 Call Transfer & Call Screening ExecuMail6.5 
Call Transfer & 
Call Screening 
Whenever ExecuMail passes a call to the Comdial telephone system, it is 
transferring the call. ExecuMail has a variety of call transfer types and call 
transfer options that allow you customize how a call is transferred and what a 
caller hears. These settings can be customized for individual subscribers or set to 
meet the needs of the Comdial telephone system. 
This topic describes: 
n The Transfer -> Greeting -> Action structure 
n The three call transfer types 
n How to set up call transfer parameters 
n The call transfer options 
n How to set up call screening 
n How subscribers can change call transfer by phone 
The Transfer => Greeting -B Action Structure 
In most cases, ExecuMail handles calls by following the programmed sequence 
Transfer -> Greeting -> Action that is set up for a subscriber or transaction box. 
The 
Trunsfer -> Greeting -> Action structure appears on: 
m The Personal Directory page for each subscriber 
n QuickStart Application Screen, Page 5 (subscriber defaults) 
n Transaction Boxes 
n Quick&art Application Screen, Page 3 (the Operator Box) 
n QuickStart Application Screen, Page 6 (the Public Fax Box) 
If call transfer is active on any of these screens, the voice mail system first tries to 
transfer a call to the telephone number listed. If unsuccessful, the system plays 
the appropriate greeting (if any), then follows the inrfructions set in the Action 
area. 
Call 
transfers always involve ExecuMail passing a call to the Comdial telephone 
system, while 
call routing involves ExecuMail passing a call from one System ID 
to another. Transferring a call to a telephone number or extension is always 
handled in the Transfer section of the screen, while routing a call to another 
ExecuMail Extension # ID or System ID is handled in the Action and One key 
dialing sections. 
‘.  
						

							Reference Manual Call Transfer 6: Call Screening 
23 
Personal ID: 8890 
SC Voice name: 0:02 
Extension # ID: 890 Hold/Archive msgs: 0 /2 days 
=EXPANDED 
TRANSFER OPTIONS= Press ESC to Exit 
-->Transfer 
>Ereeting -->Action 
Transfer? Yes-->,X >>Std: 0:OO Take-msg 
Await-Am-->4 Ringa 
Screening? No Holding? No Alt: 0:OO Max-msg: 90 set Edits OK? Yes +lrensfer Options : A Send Msg Urgent? No Screening optiona: Active: STD After Msg: Say-bye 
One key dialing: l> 2> 3> 4> 5> 
62 I> 8> 9> 02 
Figure 12: Call transfer on a subscriber’s page 
Personal ID: 8X 
Hold/Archive msgs: 0 /2 days 
=EXPANDED 
TRANSFER OPTIONS= Press ESC to Exit 
~~~~~Greeting ~~~g?;~;~;dits OX? Yes 
One key dialing: 1~ 
6> 2> 
3> 4> 5> 
?> 8> 9> o> 
Figure 13: Call transfer on QuickStart Application Screen, Page 5 
One key dialing: 1>700 
6> 2>800 3>555 4> 5> 
7> 8> 9> O> 
Figure 14: Call transfer on a transaction box 
. . 
!:..;i.:;il~:i:i;,iiy;;i~~.::i:j~;:,ji:jQ ;.i*p:p&yii’:; :j;y.~;; “i6, ~;%~;+p::~ ‘r;;;’ ..~::.:.:~~‘:lil’:.l’~~.~:.~:;i,::, y’,‘.f:.::; ‘y;:: :ifi:iic; :““::“.‘.‘:@.y .~:$,g$tp.ii: 
y$:” . . . . S  ~ff’.up s$sf:& 1 .,. A.. .R.. T . . . . 
.&ti~~~t.i. . . .A:J?:.:.j?,.:&::::.~. :::&A,: :T: : :.~:& ::E.: : : : : /,. :,,. .,,., :. .:.,.:. Kg@:: 
. . . . . . . . . . . . . . . . . .:...:O . . 
System ID: 0 
Voice name: 0:Ol 
>Greeting -->Action 
Day? Yes-->,0 >Day: 0:lO Day: GotoID-->$PM Nite? No Nite: 0:08 
Nite: GotoID-->$PM 
Release 0 Rings Alt: 0:08 Max-msg: 90 set Intro: 0:02 
Holding? No Edits OX? Yes Transfer Options : Active: D/N Send Msg Urgent? No 
After Msg: Say-bye 
Alternate System IDS for Special Operators on each Port: 
Figure 15: Call transfer on the Operator Box  
						

							24 Call Transfer & Call Screenina EkecuMail6.5 
52. Max person-person recording: 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=?, Z=9 keys 
57. OS Surrender- Daily: 
Weekly: Monthly: 
58. Startup: Error notices to: 0 
59. ID for Alpha Directory: 555 Auto xfer? Yes ID for Num Groups: 
Public Fax Box 
Fax ID: SFAXBOX ham3fer? Yes-->,456 Alt Action: Operator 
Voice name: 0:02 
Await-Ana--> Rings 
Holding? No Announce: Always 
Figure 16: Call transfer on the Public Fax Box 
i 
Three Call Transfer Types 
There are three types of call transfer: 
n Await Answer [Await -as] 
n Release [Release] 
n Wait for Ringback [Wait Ring] 
Call transfer is active 
only if the Transfer? field or the Day? or Night? field 
in a screen’s 
Transfer section is set to Yes. The call transfer type is entered in 
an unlabeled field directly below these fields. 
‘. 
Await Answer [Await -ins] 
When the call transfer type is Await Answer, ExecuMail puts the caller on hold 
and dials the extension or telephone number. If the line answers within a certain 
number of rings (specified in the Rings field), ExecuMail transfers the call. If 
the line is busy or does not answer within the specified number of rings, 
ExecuMail plays the appropriate greeting and then takes an action (usually “take 
message”). 
With Await Answer as the call transfer type, ExecuMail acts like a receptionist, 
monitoring the call’s progress and waiting for the line to answer. The person who 
answers the line is first connected to ExecuMail. ExecuMail announces the call in 
the manner dictated by the call transfer options, then puts the call through. With 
Await Answer, you can use the voice mail system’s call transfer options 
(including call screening), and specify for each subscriber how many rings to 
wait for an answer. 
Release [Release] 
When the call transfer type is Release, ExecuMail puts the caller on hold, dials 
the extension or telephone number, and then releases the call to the Comdial 
telephone system. The caller hears hold music or ringing, whatever is provided by 
the Comdial telephone system. ExecuMail does 
not check the progress of the call 
or the status of the called extension. 
With the Release call transfer type, if the line is busy or does not answer, the 
caller cannot leave a message unless the Comdial telephone system transfers the 
call back to ExecuMail using the Call Forward to Personal Greeting feature. To 
use Call Forward to Personal Greeting, the Comdial telephone system must tell 
ExecuMail what extension it is forwarding from and may need to provide an 
additional digit to override call transfer.  
						

							..’ 
Reference Manual 
Call Transfer & Call Screening 25 
Using a Release call transfer type allows ExecuMail to transfer calls faster, since it 
is the Comdial telephone system, not ExecuMail, that monitors the call’s progress. 
Usually the same number of ports can handle more calls with Release than with 
other call transfer types. However, the Release call transfer type 
cannot be used 
with the voice mail system’s call transfer options or call holding, since these 
features require that ExecuMail monitor the call transfer. Before setting the call 
transfer type to Release, you must remove any transfer or screening option codes 
(except for D Dialtone Detection), and turn off call holding. Transfer and 
screening options are set in the expanded transfer options window of the 
Personal Directory Screen, which is accessed by pressing @J@, then @ 
(-Enter). For details, 
see Setting Up Call Transfer Parameters in this topic. 
WaitforRiugback [Wait Ring] 
The Wait for Ringback call transfer type is a modified form of Await Answer used 
when you want ExecuMail to check only whether the line is busy. With Wait for 
Ringback, ExecuMail puts the caller on hold and dials the extension or telephone 
number. If the line is busy, ExecuMail plays the appropriate greeting and then 
takes an action. If the line answers within a certain number of rings (specified in 
the 
Rings field), ExecuMail transfers the call. If the line does not answer within 
the specified number of rings, ExecuMail releases the call to the Comdial 
telephone system. The caller hears hold music (if available from the Comdial 
telephone system) while ExecuMail is counting rings, then hears ringing from the 
Comdial telephone system after ExecuMail releases the call. 
Wait for Ringback is used with Comdial telephone systems which drop a call 
released to a busy signal. It is also used in automated attendant applications that 
use call holding, but no voice mail. As with the Release call transfer type, the 
caller cannot leave a message if the call goes unanswered, unless the Comdial 
telephone system transfers the call back to ExecuMail using the Call Forward to 
Personal Greeting feature. 
Setting Up Call Transfer Parameters 
Each call transfer is controlled by parameters that can be set differently for each 
individual subscriber or box with the call transfer feature. Some fields appear on 
the subscriber’s Personal Directory pages only, while others appear only on 
transaction boxes, voice detect boxes, the Operator Box, or the Public Fax Box. 
On subscriber screens, press [ZHF], then Q [-Enter) to see all of the call 
transfer parameter fields. 
..:.y I.. ..:.,.::: . . . 
Personal ID: 812312 
Extension # ID: 12312 Voice name: 0:02 
Hold/Archive msos: 0 /2 davs 
F , 
, =EXPANDED 
TRANSFER OPTIONS= -Press E&Z to Exit 
-r  +-Transfer 
Transfer? Yes-->,X 
Await-Am-->4 Rings 
Screening? No Holding? No 
*Transfer Options : A 
Screening Options: MC Alt: 0:OO Max-msg: 90 set Edits OK? Yes 
Send Msg Urgent? No 
Active: STD After Msg: Say-bye 
One key dialing: 1> 
6s 2> 3> 4> 5> 
?> 
8> 9> o> 
Figure 17: Subscriber’s page with expanded transfer options shown 
Extension # ID 
System ID [Subscribers Only] 
[Boxes Only]