Comdial Execumail Voice Processing System 6.5 Instructions Manual

							26 Call Transfer & Call Screening 
ExecuMail6.5 
This is a System ID that identifies the transaction box or subscriber’s message 
box. It is the number a caller dials for a particular subscriber or box. At many 
sites, a subscriber’s Extension # ID matches the subscriber’s actual telephone 
extension number. 
Transfer? (Yes or No) [Subscribers & Public Fax Box] 
Day? or Nite? (Yes or No) [Other Boxes] 
Each of these labels actually marks two fields: a yes-or-no field and a telephone 
number field. When set to Yes, ExecuMail tries to transfer the call to the 
specified telephone number or extension (indicated after ->). If the telephone 
number field is blank, ExecuMail will not try to transfer a call, but instead plays 
the greeting. When set to No, call transfer is turned off. In a transaction box, you 
can set call transfer on or off independently for Day Mode and Night Mode. 
You can enter any valid telephone number or Comdial telephone system 
extension number in the telephone number field. You should not enter an 
ExecuMail System ID directly in this field. You can include a comma (,) in the 
number for a pause. For a subscriber’s mailbox, you can place the letter X in the 
telephone number field to signify that the telephone number is identical to the 
Extension # ID. For a transaction box, the letter 
X in the telephone number field 
signifies that the number is the same as the box’s System ID. 
Call Transfer Type 
The call transfer type is entered in an unlabeled field directly below the field 
where you set call transfer on or off. 
Rings 
With Wait Ring call transfer type, this field specifies the number of times 
ExecuMail rings the line before releasing the call. With Await -Ans call transfer 
type, this specifies the number of times ExecuMail rings the line before returning 
to the caller to play the appropriate greeting and take an action. 
Intro [Transaction Box or Operator Box] 
ExecuMail plays any recording in this voice field before attempting to transfer a 
call. 
Screening? [Subscribers Only] 
This yes-or-no field indicates whether the system is using the call transfer options 
in the Transfer Options field or the Screening Options field. 
Screening? Yes means the Screening Options set is used. Before turning on 
screening options, ExecuMail requires that the call transfer type not be set to 
Release. This is because call screening requires that ExecuMail monitor the call. 
Holding? 
This indicates whether or not you want to allow calls to hold if the line is busy. 
This refers only to the voice mail system’s call holding feature, not to that of the 
Comdial telephone system. You can allow callers to hold by pressing a touchtone 
or by saying “Yes”. See the topic on Call Holding for details. 
Transfer Options 
Screening Options 
[Subscribers Only] 
The call transfer options (except for D Dialtone Detection) can be used only if 
call transfer is turned on and the call transfer type is set to Await - AM. Before 
turning on transfer or screening options, be sure that the call transfer type is not  
						

							Reference Manual 
Call Transfer & Call Screening 27 
set to Release or Wait Ring. 
You may enter any of these transfer option 
codes: 
A, C, D, I, M, S. If you want to change your call transfer type to Release 
or Wait Ring, 
you must first remove any transfer or screening option codes 
(except for D Dialtone Detection) before changing the call transfer type. 
A [Announce] 
The subscriber hears a beep before being connected to the caller. Use this to let 
callers know exactly when the call is being connected or that a call is an outside 
call. 
c [Confirm] 
Before a call is transferred, the subscriber can choose whether or not to take the 
call. If the call is refused, the system returns to the caller to play the appropriate 
greeting and take an action (typically “take message”). 
D [Dialtone Detection on Transfer] 
The voice mail system checks for dialtone before the call is transferred. Use this 
transfer option if the Comdial telephone system does not provide disconnect 
signaling. For this transfer option to work, you must also use the 
DT integration 
option. See the 
Switch Setup topic for details. 
I [Introduce] 
The subscriber hears 
“Call for ” before being connected to 
the caller. Use this when several subscribers share the same telephone. 
M [Message Screen] 
Callers are asked to record their name. Before the call is transferred, the 
subscriber hears “Call from wecorded name>. ” If the caller leaves a message, the 
recorded name is added to the start of the message. Even if the caller doesn’t 
leave a message, the subscriber still receives 
the recorded name as a message 
box 
message. Do not use with the S call transfer option. 
S [Screen] 
Callers are asked to record their name. Before the call is transferred, the 
subscriber hears 
“Calf from . ” The recorded name is not saved. 
Do not use with the M call transfer option. 
Screening Options 
. On the subscriber pages of the Personal Directory Screen, a second set of transfer 
options can be entered. These options 
are used in place of the set of options in 
Transfer Options:, if a subscriber has call screening turned on 
(Screening? Yes). Seethe discussion of CallScreening for details. 
Call Screening 
When the Await Answer call transfer type is used, the call transfer options allow 
ExecuMail to screen calls that are transferred to a subscriber. The subscriber can 
decide whether to take a call, based on who it is who is calling. 
These are the most frequent combinations of call transfer options used to achieve 
call screening: 
IC [Introduce & Confirm] 
This combination is useful if two or more subscribers share the same telephone. 
If one subscriber answers the telephone and hears that the call is for someone  
						

							28 Call Transfer & Call Screening 
ExecuMail6.5 
else, he or she can simply press 2 to refuse the call and route it to the other 
subscriber’s voice mailbox. 
MC [Message 
Screen & Confirm] 
This combination is the one most commonly used for call screening. The system 
asks callers to record their name, then gives the subscriber the choice of 
accepting or refusing the call after hearing the caller’s name. If the call is refused, 
the system plays the appropriate greeting to the caller and takes an action 
(typically “take message”). 
Be aware that some callers may be offended if you don’t take their calls after 
they identify themselves. Even if you are away from the telephone, callers will 
still be screened and then directed to voice mail. To the caller, it may seem like 
you were available, but refused to take the call. You can reduce this problem by 
having subscribers turn call screening off (or turn call transfer off) when they will 
be away from their telephones for extended periods. 
Setting Up Call Screening for a Subscriber 
To set up call screening for a subscriber so that the subscriber can turn call 
screening on or off by phone, place one of these call screening combinations of 
call transfer options in the Call Screening field on the subscriber’s Personal 
Directory page. Place other call transfer option codes in the subscriber’s 
Transfer Options field. 
If the subscriber turns call screening on by phone, the system uses the call 
transfer options listed in the Screening Options field. The Screening? 
field will also be set to Yes. If the subscriber turns call screening off by phone, 
the system uses the call transfer options listed in the 
Transfer Options 
field, and the Screening? field is set to No. A system manager may also turn a 
subscriber’s Screening Options on or off by typing Yes or No in the 
Screening? field. 
You may use the call screening combinations of call transfer options in 
any call 
transfer options field, including both the Transfer Options and 
Screening Options fields on a subscriber’s Personal Directory page. You 
may also use other call transfer option codes instead of IC or MC in the 
Screening Options field, to allow a subscriber to toggle between two 
different sets of call transfer options. 
limiting the Call Screening Recording 
You can limit the number of seconds a caller can record a name during call 
screening by setting the Max screening 
recording field, a system-wide 
parameter on the QuickStart Application Screen, Page 6, Line 52 (Figure 18).  
						

							Reference Manual 
Call Transfer & Call Screening 29 
.,. 
,... :. .,..  i::.:::::: :::I< .. j >:,;;,s,: V:-pi:;,rpq: +&iig:.:lq~:g:i~ py; F e:-~P,.I:~.:.~:.C:.:A,~I .:~,:o:,:::$i:~:I:i::i.i-.::lj:ij~~g~::l~:,b;rl:i:~-:l : .....: 
50. M~xikinMessage Life::g$$ &y& 
51. Public Hold/Archive mscs: 0 /2 Call Report.Aging: 14 days 
New Msus: O=O:OO Total: o=o:oo 
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 
57. OS Surrender- Daily: Screen Type: Auto Keypad: Q=7, Z=9 keys 
Weeklv: Monthly: 
58. Startup: 
Error notices to: 0 - 
59. ID for Alpha Directory: 555 Auto xfer? Yes ID for Num Groups: 
I 
Alt Action: Operator 
Announce: Always 
Figure 18: The Max screening recording field 
Changing Call Transfer By Phone 
Subscribers can change their call transfer settings by phone, through their setup 
options. By phone, subscribers can: 
. Turn call transfer on or off. 
n Change the number their calls are transferred to. 
w Switch between their call transfer options and call screening options. 
w Turn call holding on or off. 
When changing their call transfer number by phone, subscribers can enter up to 
nine digits for the new number. This prevents unauthorized call transfers to long 
distance numbers. Subscribers can also press the pound key (#) to enter a pause 
in the dialing sequence. This is displayed as a comma (,) on screen in the 
transfer telephone number field. Other special telephone number characters for 
dialing can only be entered at the console. 
For related information, see: 
I 
Call Holding 
n Faxes and the Public Fax Box 
n Operator Box 
n Subscribers 
n Transaction Boxes  
						

							30 Directory Assistance ExecuMail6.5 
Directory Assistance 
People who call your office may not know the extension number of the person 
they’re trying to reach. In these cases, a caller must find out the extension by 
speaking to your operator or by looking up the extension in a directory. 
To free your operator from answering repetitive requests for extension numbers, 
the voice mail system offers two kinds of on-line directory assistance: 
n Automatic directory assistance. The automatic directory provides a list of 
subscriber names and extensions. To use this directory, callers need to know 
only the last name of the subscriber they want to reach. Your system should 
be set for a lettered keypad if you want to provide callers with automatic 
directory assistance. 
Once the automatic directory is set up, you don’t have to do any special 
programming to use it. New subscribers can set up their listing in the 
directory themselves by phone, through the enrollment conversation. They 
can also change their listing later, through setup options. 
8 
Numeric directory 
assistance. The system can also allow callers to press 
numbers instead of letters to look up a subscriber’s extension. Numeric 
directory assistance involves grouping subscribers by a common 
characteristic (such as department, location, or schedule), and creating a 
menu of choices that assigns a single touchtone to each directory grouping. 
To use numeric directory assistance, the caller presses the touchtone 
assigned to the directory group the person belongs to. The system then plays 
back the names of people in the group, and their extension numbers. 
Numeric directory assistance requires special setup at the system console. 
Subscribers cannot change their listing in the numeric directory by phone. 
You may use either type of directory assistance, or both. This topic describes how 
each type of directory assistance works, and explains how to set up directory 
assistance for your site. 
Automatic vs. Numeric Directory Assistance 
Keep in mind these differences between numeric and automatic directory 
assistance:  
						

							Reference Manual Directory Assistance 3 1 
Numeric Directory 
I Works for telephones that only have 
numbers. 
I 
Flexible, user-defined structure based 
on groupings of subscribers (by Automatic Directory 
I Requires letters on the telephone 
keypad. 
I Simple, alphabetic listing by name. 
department, location, schedule, or 
other common characteristic). 
Requires special setup by the installer 
or system manager. You must 
manually add subscribers to directory 
groups, create a directory menu, and 
record an appropriate Opening Line. 
Numeric directory assistance requires 
ongoing maintenance as new 
subscribers or groupings are added or 
deleted. No special setup required. The system 
is set up for the automatic directory by 
default, By default, outside callers 
press 555 to hear the automatic 
directory. 
The system manager or installer sets 
up numeric directory assistance at the 
system console. Listing in the numeric 
directory cannot be changed by 
phone. Subscribers can control by phone 
whether they’re listed in the automatic 
directory. 
Automatic Directory Assistance 
To use automatic directory assistance, callers must have letters on their 
touchtone keypad. Callers need to know only the last name of the person they 
want to reach. 
When a caller presses the System ID for automatic directory assistance, the 
system asks for the first three letters of the name of the person desired. The 
system then reads the names and extensions of subscribers whose last names 
begin with the letters. The caller may dial the extension at any time, or, in certain 
cases, may be routed automatically to the subscriber’s Extension # ID. 
NOTE: You can also set up the system to ask for the first three letters of the 
person’s 
first name. For steps, see Using First Names in the Automatic Directory 
later in this topic. 
Turning On the Automatic Directory 
The System ID for the automatic directory (555) is already set for you when the 
system is installed. However, you can change the System ID, and set whether the 
system transfers callers to a subscriber’s extension automatically using two fields: 
ID for Alpha Directory and 
Auto xfer?. These fields are on Line 59 
of the QuickStart Application Screen, Page 6 (Figure 19).  
						

							32 Directory Assistance ExecuMail6.5 
51. Public Hold/A&hive msgs: 0 72 New Msgk: O=s:Oc Total- o=o:oo 
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=7. 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 Transfer? No Alt Action: Operator 
Voice name: O-.02 
Await-Ans-->4 Rings 
Holding? No Announce: Always 
Figure 19: QuickStart Application Screen, Page 6 showing automatic directory parameters ::,; 
-: 
ID for Alpha Directory 
If you want to provide automatic directory assistance, make sure a System ID is 
entered in the ID for Alpha Directory field. The default System ID for 
the automatic directory is 555. This System ID is the number that the callers will 
enter to access the directory. The automatic directory’s System ID can be any 
unique ID you choose. Make sure that the Opening Line tells callers the correct 
ID to press to reach the directory. 
Auto xfer? 
If this field is set to Yes, and there is 
only one name that matches the three 
letters entered by the caller, the system will automatically route the caller to that 
subscriber’s Extension # ID. If there is more than one matching name, (or if this 
field is set to No) the system will not route the caller until he or she presses an 
Extension # ID. ‘. 
Turning Off fhe Automatic Directory 
To turn off the automatic directory (making it inaccessible to callers), simply 
delete the System ID in the ID for Alpha Directory field on the 
QuickStart Application Screen, Page 6. 
You may also assign the automatic directory a System ID which is not accessible 
over the phone by including a dollar sign ($) in the System ID. This may be 
useful in certain applications, since it will prevent callers from dialing the 
directory directly, but still allows the system to route the caller to the directory 
internally (for example, using GotoID- - a$555 in a transaction box’s Action 
field). 
Unlisfed Subscribers 
In most cases, subscribers can add themselves to the automatic directory when 
they listen to the enrollment conversation. However, there are five conditions in 
which a subscriber is 
not listed in the automatic directory: .$ 
n The system manager has specifically restricted a subscriber from the 
automatic directory by adding a D in the Access field on a subscriber’s 
Personal Directory page. This is the equivalent of making the extension an 
unlisted telephone number. (However, the subscriber can still add himself or 
herself to the directory by phone.) 
n There is no voice name recorded for the subscriber. 
n There is no Extension # ID entered for the subscriber on his or her Personal 
Directory page.  
						

							Reference Manual Directory Assistance 33 
n The subscriber has turned off his or her directory listing by using setup 
options. This adds the 
D access code to the subscriber’s Access field. 
n The subscriber is set up to hear the enrollment conversation, but has not yet 
called the system to enroll. 
You can also keep a subscriber from changing his or her automatic directory 
listing by phone. To do this, add the letter 
A to the subscriber’s Access field. 
This will also prevent the subscriber from accessing any setup options (greetings, 
message groups, transfer and delivery options, and personal options). 
To make a subscriber’s Extension # ID unlisted in the automatic directory: 
1. 
Sign in to the system. Press [ctrlUE] to view the Personal Directory. 
2. Press the (PgDnl key repeatedly, or use the Jump command, to view the 
subscriber’s Personal Directory page. 
3. Press @ a Q to move the cursor to the Access field. 
4. Type D [c-l]. 
To prevent a subscriber from changing his or her directory listing: 
1. 
Sign in to the system. Press l$iGlE) to view the Personal Directory. 
2. Press the [PgDnl key repeatedly, or use the Jump command, to view the 
subscriber’s Personal Directory page. 
3. Press a @ @ to move the cursor to the Access field. 
4. Type A (*Enter). This also prevents the subscriber from changing any 
other setup options. 
What the Caller Hears 
The automatic directory is available to all callers at any time the system is 
listening for a System ID. The caller simply presses the directory’s System ID using 
the telephone keypad. The system then routes the call to the directory. In the 
Opening Line Action prompt, be sure to tell callers how to reach the directory. 
This prompt is recorded on the QuickStart Application Screen, Page 2, in the 
voice field labeled Action. For example, your Action prompt could say: 
“#you’re calling from a touchtone phone, you may enter the extension at any time. 
If you don’t know the extension, press 
555 for a directory of employees. ” 
When the caller presses 555, the system says the following: 
“‘Please press the I% three letters of the person’s last name... 
” [PH~Dir~PleasePtessLetters] 
After the caller presses three letters which match a subscriber name, 
the system plays: 
‘You may dial the extension at any time. pause>” 
“-Subscriber’s name> -Subscriber’s Extension #I.... ” 
[PH-Dir-YouMayDiaExt] 
If only one subscriber’s name matches the letters the caller pressed, and if 
Auto xf er? is set to Yes, then the system automatically routes the call to that 
subscriber. If Auto 
xf er? is set to No, the system waits for the caller to enter  
						

							34 Director Assistance ExecuMail6.5 
the extension number. if the caller does nothing, the system repeats the Opening 
Line Action prompt. 
If more than one name matches the three letters the caller pressed, then the 
system reads the names and extensions of the first three names that match, and 
then says: 
‘To stop the directory, press the pound key. Remember, you may dial the extension 
at any time. ‘* 
[PH-Dir-ToStopDir] 
If there are still more matches, the system continues reading the list of matching 
names. The caller may enter the Extension # ID at any time while the system is 
reading the list. When there are no more matches, the system pauses for a 
moment. If the caller takes no action, the system repeats the Opening Line Action 
prompt. 
If there are no matching names, the system tells the caller: 
“There are no matches to the three letters you entered. Press 1 to t?y another 
name. ” 
[PH-Dir-NoMatches] 
If the caller presses 1, the system restarts the automatic directory with: 
‘please press the first three letters of the person ‘s last name... 
” (PH-Dir-PleasePressLeneetters] 
Using First Names in the Automatic Directory 
You can use first names instead of last names in the automatic directory, if you 
want. Setting up the system for first names affects the system’s conversation in 
these ways: 
n Outside callers look up a subscriber’s extension by pressing the first three 
letters of the person’s first name. 
n Subscribers leave messages by pressing the first three letters of the 
recipient’s first name. 
n Subscribers use first names to add and delete members from their message 
groups by phone. 
w 
When a subscriber enrolls on the system by phone, the subscriber spells his 
or her first name for the automatic directory. 
n When a subscriber uses setup options to change his or her directory listing 
by phone, the subscriber spells his or her first name. 
To use first names instead of last names: 
n Copy the first name prompts from the Prompt 1 disk to the directory 
containing the voice mail prompts (for example, 
C : \VMAIL\PROMPT\US). 
1. 
Exit the voice mail software. Make sure you’re in the directory where 
the voice mail software is stored. Insert the Prompt 1 disk into the A: 
drive and close the latch. 
2. Type 
XCOPY A:\~STN?ME *.* PROMPT\US /S /V(-Enter) 
3. Restart the voice mail system by pressing WzHDel). 
:;: 
‘:‘I: 
,: 
: 
i  
						

							Reference Manual Directory Assistance 35 
H Make sure all subscribers are entered into the system first nume ht. 
For subscribers already added to the system: Page through the Personal 
Directory, and retype each subscriber’s name, reversing the order of the 
names. For example, change Yale, Hugh to Hugh Yale. Starting 
Only 
from the day you retype the names, subscribers will be listed in reports first 
name first. 
For new subscribers: When you add subscribers, type a subscriber’s first 
and last name when the system asks for the subscriber’s last name. It’s very 
important that you reverse the order of first and last names for every . 
subscriber on the system. Otherwise, outside callers and subscribers may not 
be able to select a subscriber from the directory (unless by coincidence the 
numbers corresponding to the subscriber’s first and last names match, such 
as Rob Robertson). 
Numeric Directory Assistance 
Some organizations may want to offer directory assistance using numbers instead 
of letters. These organizations can set up the system so that callers press numbers 
to look up a subscriber’s extension, instead of pressing the first three letters of the 
subscriber’s name. Numeric directory assistance is especially useful if many 
people call your organization using telephone keypads without letters. 
Using numeric directory assistance involves grouping subscribers by a common 
characteristic. In most cases, you’ll group subscribers by their department or 
function. However, you can also group subscribers based on their location, 
schedule, where their name falls in the alphabet, or on any other grouping. 
Numeric directory assistance combines the features of the system’s message 
groups and transaction boxes. You set up directory 
groups that list the people in 
your organization (in much the same way that you set up message groups to let 
subscribers send the same message to several people at once). Next, you can add 
the directory groups to a directory 
menu to create one-key dialing menus 
automatically (much like the onekey dialing used in transaction boxes). 
The Groups Screen 
You set up numeric directory assistance at the Groups Screen. To view the 
Groups Screen, sign in to the system. Press @ZJ@. Directory menus and 
directory groups are listed alphabetically, and are included with the message 
groups on the system. 
Directory Groups 
A directoxy group lists subscribers with a common characteristic, such as a 
department, location, or schedule. Each directory group on the system has its 
own page of the Groups Screen. To make it easier to tell the difference between 
the pages for message groups and the pages for directory groups, the word 
DIRECTORY appears in all capital letters on the right side of the page (Figure 20).