Comdial Execumail Voice Processing System 6.5 Instructions Manual

							66 Messages EkecuMail6.5 
Many messages for a subscriber will be one-way messages. All messages taken by 
a transaction box or an interview box are also oneway messages. These 
messages are delivered to the subscriber who owns the box. 
Two-way Messages 
Two-way messages are left between subscribers or between subscribers and their 
guests. A subscriber leaves messages for other subscribers or guests during the 
subscriber conversation with the system. 
In the subscriber conversation, the subscriber can select who should receive a 
message either by the recipient’s last name or “extension number” (which is 
actually the recipient’s Extension * ID). To select by name, the subscriber spells 
the first three letters of the recipient’s last name. The system then offers a list of 
matching names, which the subscriber selects from. .:I 
‘;- 
At this point, the voice mail system knows the identity of both the sender and 
recipient of the message. Since the system knows which subscriber or guest sent 
the message, the recipient can send an immediate reply as soon as he or she 
hears the message. It is not necessary for the recipient to identify who the reply 
should go to, because the system already knows who should receive the reply. : 
. . 
The ability for a subscriber or guest to leave an automatic reply to a subscriber’s 
message is the major difference between oneway and twoway messages. 
A subscriber may leave two-way messages only for other subscribers or his or her 
guests. A guest, however, can leave two-way messages only for his or her host 
subscriber. 
Differences between One-way and Two-way Messages 
One-way messages are like answering machine messages. When replying to an 
answering machine message, you must pick up the telephone and dial the 
number of the person who called. Similarly, after listening to a message from an 
outside caller, you must call the person who left you the message in order to 
reply. 
Two-way messages are interactive. After listening to a two-way message you can 
immediately leave a reply without pressing a single key on your telephone. Two- 
way messages can be linked in a continuous exchange, as each subscriber or 
guest replies to the other’s previous message. 
Public Messages 
A public message is a message from either an outside caller or the voice mail 
system itself. You can set up the system to “interview” callers who call after 
hours. The interview is performed by the Public Interview Box and the resulting 
message is a public message. You can also set up the system to take a message 
in the Operator Box when the operator is unable to take a call. This is also a 
public message. ! ::, 
:. :‘- 
The system does not know the identity of the caller in these instances and, since 
the Operator Box and the Public Interview Box do not belong to a specific 
subscriber, these messages are available to all subscribers who have public 
message access.  
						

							Reference Manual Messages 6 7 
You can also set up the system to send a public notice to the Operator Box each 
time a call is transferred to a fax machine’s extension. If the person sending a fax 
records a message describing the fax, this voice message is added to the notice. 
Anyone with public message access can then redirect the notice (and attached 
voice message) to the subscriber who should receive the fax. 
The system can also send a public notice to the Operator Box if certain error 
conditions occur. See 
Error Messages later in this topic for details. 
For more information on public messages, see the 
Public Znterview Box 8 Public 
Messages 
topic. 
Identifying Yourself to the System 
At times, subscribers may forget to enter their Personal ID when calling the 
system. In this case, they will be handled by the system like an outside caller and 
any messages they leave will be oneway messages or public messages. However, 
subscribers or guests can identify themselves by entering their Personal ID 
anytime the system is listening for IDS or extension numbers. 
This situation often occurs when your Comdial telephone system’s extensions and 
voice mail system are programmed for Call Forward to Personal Greeting. A 
subscriber may call another telephone extension in your office. If that extension 
is busy or noanswer, the call may be automatically forwarded to the recipient’s 
message box on the voice mail system. The caller will hear the recipient’s 
personal greeting. Since the subscriber has not yet entered a Personal ID, the 
voice mail system treats the subscriber as an outside caller and will take a one 
way message. 
To leave a twoway message, a subscriber can enter his or her Personal ID while 
the recipient’s personal greeting is still playing. The system then recognizes the 
caller as a subscriber and responds: 
“Press yes to leave a personal message for uecipientk name>. ” 
[PH-Leave-PresslToLeaveMessage] 
Special Delivery Options 
Subscribers can mark their messages for special delivery. There are four special 
delivery options available: 
n Urgent. Subscribers hear their urgent messages first, before hearing regular 
messages. 
n Private. Subscribers cannot redirect a private message. 
n Future delivery. A message with future delivery is sent at the time and day 
the subscriber specifies. 
n Return receipt requested. The system always tells you when the person has 
heard the message. 
If a subscriber is authorized to use special delivery options, the system asks each 
time the subscriber records a message whether the message should be marked 
for special delivery.  
						

							68 Messages EkecuMail6.5 
Subscribers can mark a message for more than one special delivery option. For 
example, you can send an urgent private message with return receipt requested. 
Subscribers can also change or add to the special delivery options of a message 
they’ve already sent, if the message has not yet been received. 
Access Codes Control Special Delivery Options 
You can restrict a subscriber from using any or all of the special delivery options 
by adding access codes to Access field on the subscriber’s Personal Directory 
page. The access codes that affect special delivery are: : 
B 
[No Receipt Summary] .r;’ ‘,?-. 
The system does not tell the subscriber that the messages he or she sent to a 
particular person were received, unless the subscriber marks a message for 
explicit return receipt. See the topic Message Receipts for more details. ., 
Q 
[No Urgent Messages] 
The subscriber cannot mark messages urgent. 
v [No 
Prixate Messages] 
The subscriber cannot mark messages private. Any message the subscriber sends 
may be redirected by the recipient. 
:- 
: 
*.:: 
w [No 
Future Delivery] 
The subscriber cannot mark messages for future delivery. 
_. 
,’ 
x [No Return Receipt Request] 
The subscriber cannot mark messages for explicit return receipt. The subscriber 
cannot cancel a return receipt marked automatically by the system. See the topic 
Message Receipts for more details. 
Z [Automatic Return Receipt] 
The system automatically marks euev message sent by the subscriber for return 
receipt requested. To avoid redundant return receipts and receipt summary 
announcements, never use the 
z access code without also using the B code. See 
the topic Message Receipts for more details. 
The system can automatically assign any or all of these special delivery access 
codes to each new subscriber you add to the system, or you can add access 
codes only for certain subscribers. For more details about access codes, see the 
Subscribers topic. 
Urgent Messages from Guests 
You can allow guests to leave urgent messages for their host subscriber. However, 
guests cannot access any of the other special delivery options. The system can 
automatically mark every message from a guest as urgent, or the system can ask 
the guest whether to mark a message urgent. For details, see the Guests topic. 
Urgent Messages from Outside Callers 
You can allow outside callers to leave urgent messages for particular subscribers. 
For any subscriber, you can set the system to mark all messages from outside 
callers urgent, mark 
none of the messages from outside callers urgent, or ask the  
						

							Reference Manual Messages 69 
callers if they want to mark their messages urgent. For complete steps, see the 
Subscribers topic. 
You can also allow outside callers to leave urgent messages for transaction 
boxes, interview boxes, the Public Interview Box, and the Operator Box. For 
details, see the topics 
Transaction Boxes, Interview Boxes, Public Interview BOX & 
Public Messages, and Operator Box. 
The Message Life Cycle 
All messages are subject to the same retention, or “aging,” pattern: 
New message --> Old message -> Archived message 
New Messages 
New messages are those messages which have not yet been heard by their 
recipient. They remain new only as long as they are not heard. Once heard, a 
message is stored for a limited time as an old message. You can keep a new 
message as “new” by pressing the star touchtone key (*) during, or immediately 
following, the message. The next time you call, the system will offer the message 
again as a new message. 
Once you open a message, the system sends a receipt to the sender, even if you 
save it as new (if the sender is set up for receipt summaries or return receipts). 
Also, once you open a message, the sender cannot cancel it or change its special 
delivery options. 
Old Messages 
An old message is one which has been heard but has not been explicitly saved. 
Old messages allow you to review recent messages you have already heard. An 
old message is stored for only a limited time, typically less than a day. If you 
want to store a message for a longer period, you must save it as an archived 
message. Each time you listen to an old message, you must again save it as an 
archived message. Otherwise, the old message is immediately deleted. An old 
message must be saved each time 
it is heard or else it is immediately deleted. 
Old messages are stored for the number of days indicated in the Hold field on a 
subscriber’s Personal Directory page. 
Archived Messages 
A subscriber may explicitly save any message as an archived message. The length 
of time the system stores archived messages, the Archive time, is independent 
of the Hold time, allowing archived messages to be stored for a longer period. It 
is also possible to save an archived message more than once, in order to extend 
its life. An archived message must be saved each time 
it is heard or else it is 
deleted immediately. 
/ 
t 
:...  
						

							70 Messages ExecuMail6.5 
Error Messages 
The system can tell you in two ways if a system error occurs: by displaying a text 
message at the system console, and for some errors, by also sending a voice 
message. 
Text Error Messages 
The system displays text error messages at the bottom of the Banner Screen. The 
system also logs error messages in the call log file (also called the “REPLOG” 
file). Each error message has a special code, which you can use to identify the 
problem. 
Voice Error Notices 
For certain errors, you can set the system to send a voice error notice as well as 
displaying a text message at the console. The voice mail system can send an 
error notice for these system errors: 
n On systems using the Disk Redundancy package: If an error occurs on one 
of the hard drives, the system sends a message notifying you that it is 
running on a single drive. For this feature to work, the system must be using 
the LDP Cache IIP controller card. 
n On systems using the Toolkit package: The system notifies you if an error 
occurs during a regularly scheduled disk optimization. 
n On systems using the Tape Backup package with Toolkit: The system notifies 
you if a regularly scheduled backup fails. 
For these errors, the system also writes a more detailed message in the call log 
(also called “REPLOG”) file. This message describes the error and offers some 
steps you can take to resolve the problem. 
You control who receives an error notice by using the Error notices to 
field on the QuickStart Application Screen, Page 6 (Figure 41). The system is set 
by default to send error notices to the Operator Box (System ID 0). These notices 
are then available to anyone with public message access. 
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: F! Long ending: 3 
55. Beep on record? Yes 
Disk full warning at: 15 mins left 
Figure 41: QuickStart Application Screen, Page 6 .: 
: 
:; 
Like other voice messages, an error notice includes a day and time stamp, and 
can be redirected to other subscribers or groups. However, because an error 
notice is from the voice mail system, you cannot reply to it.  
						

							Reference Manual Messages 7 1 
You can also specify one or more subscribers who should receive error notices 
by setting the Error 
notices to field to one or more Personal IDS. If an 
error occurs, these subscribers receive a notice from the voice mail system. This 
notice is played at the top of the subscriber’s regular message stack, after urgent 
messages. 
To send error notices to more than one subscriber, separate the subscribers’ 
Personal IDS with commas. For example, set the field to 
8123,8456,8789. 
You can also send error notices to everyone with public message access, as well 
as to one or more subscribers. For example, set the field to 
0,8123,8456,8789. 
The field can contain only the System ID for the Operator Box (usually 0), 
and/or one or more Personal IDS. System IDS for other boxes are not allowed. 
If you delete a subscriber who receives error notice-s, be sure to replace that 
subscriber’s Personal ID in the 
Error notices to field. Otherwise, unless 
there is another valid ID in the field, the system cannot send the voice message if 
an error occurs. The system can only display a text message at the system 
console. 
To turn off this feature, remove all the System IDS from the Error notices 
to field. The system does not send any voice error notices. Note that even when 
this field is blank, the system still displays text error messages at the system 
console. 
Error Notice Prompt Set 
The error notice prompts are stored in the ER prompt set. These prompts are 
stored in the ER prompt set’s subdirectory on the voice mail computer. These 
prompts are 
not displayed on the Voice Prompt Editor Screen. 
The error notice prompts are: 
“An error occurred with disk redundancy. The system is running on a single drive. 
Please contact your system representative. ” 
[EROOl] 
‘An error occur-ed during disk maintenance. Please contact your system 
representative. ” 
[EROO2] 
“An error occurred during your regularty scheduled backup. It is important to have a 
current backup. Please contact your system representative. ” 
[ER003] 
‘Tie voice mail system... ‘* [ER004] 
Although the error notice prompts all ask the recipient of the message to contact 
a system representative for further assistance, you may use a local connection to 
record a prompt that gives your name and telephone number. Since these 
prompts are not displayed on the Voice Prompt Editor Screen, you should first 
copy the prompt you want to change to an unused voice field, then rerecord it. 
Next, copy the new recording to a DOS sound file with the same filename (for 
example, ER003). Delete the prompt from the unused voice field when you are 
finished. For details, see the Recording Voice Fields topic, or the Changing the 
System Conversation Guide.  
						

							72 Messages ExecuMail6.5 
for related information, see: 
8 
Call Transfer & Call Screening 
n Guests 
n Interview Boxes 
n Message Delivery 
n Message Playback 
H Message Receipts 
n Message Taking 
n Message Waiting Lamps 
q Operator Box 
n Public Interview Box & Public Messages 
n Reports 
n Recording Voice Fields 
l Subscribers 
n System IDS 
n Transaction Boxes 
See also: 
n The User’s Guide 
n Changing the System Conversation  
						

							Reference Manual Message Delivery 73 
Message Delivery 
The effectiveness of a voice mail system depends upon the prompt delivery of 
messages. ExecuMail can contact subscribers to deliver their messages on a 
regular basis. This feature is called message delivery. You can set up the system 
to call subscribers at home, at their work extension, or on a pager or mobile 
phone and deliver their new messages. These message delivery calls can be 
made at regular intervals or as soon as each new message is received. The system 
can also dial long-distance numbers, both domestic and international. This topic 
describes how to activate and control message delivery on an individual basis for 
each subscriber and guest in your system. 
Message Delivery Conversation 
When the system calls to deliver a subscriber’s messages, it will dial a number 
then wait for a certain number of rings for an answer. For example, if the 
telephone is answered the system says: 
‘This is EkecuMail calling with a message For -zsubscriber>. Please press your 
Personal ID now to receive the message. ” 
[PHJox~HellolHaveACaliFor] 
If the person who answers the telephone enters the correct Personal ID (and 
security code, if required), the system proceeds with the normal subscriber 
conversation and plays the subscriber’s messages. If the correct Personal ID is not 
entered, the system hangs up and logs an unsuccessful message delivery. 
Message Delivery Parameters 
When a subscriber or guest is first added to the system, they inherit the default 
message notification and delivery parameters set on the QuickStart Application 
Screen, Page 5 (Figure 42). You can save time by setting the default parameters 
you want for most subscribers, before adding new su;iacribers. 
NOTE: If available on the Comdial telephone system, the system does 
not 
deliver messages for any subscribers with the F access code, but does light 
message waiting lamps. The system enables message delivery only after 
enrollment.  
						

							74 Message Delivers ExecuMail6.5 
Access: PCFB 
->Transfer 
Transfer? Yes--).X >Greeting 
--r >Action 
Take-msa 
Await-Ans-->4 Rings 
Screening? No Holding? No Max-msg: 90 set Edits OK? Yes 
-Message Notification 
Lamp #: x Activate Lamps? Yes 
#l: x 
after 0 min. 8:OOam- 6:OOpm MTWEF 4 rings 30 min,Off 
;;i after 0 
min. 6:OOpm- 9:OOm MTWHF 5 rings 60 min,Off 
after 0 min, lzi:ooam-11:59pm mwimu 0 rings 30 min,Off 
#4: after 0 
min, 12:Oosm-11:59pm BITWEIFSU 4 rings 60 mhgrgent 
Ctrl-E for expanded options 
Figure 42: Subscriber default message delivery parameters 
Message delivery parameters may also be individually set or modified on each 
subscriber’s Personal Directory page (Figure 43). The message delivery 
parameters are stored at the bottom of the screen on the lines labeled #l, #2, 
#3, and #4. Each of these lines stores the message delivery settings for one 
telephone number. 
Personal ID: 812312 - SC 
Extension # ID: 12312 
Access: PCB 
>Transfer 
Transfer? No 
Await-Ans-->4 Rings 
Screening? No Holding? NO Alt: 0:OO Max-msg: 90 set Edits OK? Yes 
-Message Notification I I 
Lamp #: x 
Activate Lamps? No On Now? No 
ftz; after 0 
min. 8:OOam- 6:OOpm HTWEF 5 rings 30 min,Off 
after 0 
min. 6:OOpm- 9:OOpm HTWFIF 4 Ringe 60 min,Off 
after 0 min. 12:ooam-11:59prn hrmEfF.¶J 0 Rings 30 lu.b,Off 
after 0 min, 12:OOam-11:59pm MTWEFSU 4 Rings 60 min.Vrgent 
Ctrl-E for expanded options 
Figure 43: Message delivery parameters on the Personal Directory page 
Each message delivery line specifies the telephone number, the delivery delay, 
delivery schedule, the number of rings per delivery attempt, the interval between 
delivery attempts, and the delivery method. Each of these fields is explained in 
detail below. The fields which pertain to message waiting lamps: Lamp #, 
Activate Lamps? and On Now? are described in the Message Waiting 
Lamps topic. 
Message Delivery Phone Numbers 
You can specify up to four different message delivery telephone numbers. These 
numbers can be defined to provide message delivery at different numbers on 
different days, or establish a cascading priority of which number to try first, 
second, and so on. 
The system allows subscribers to change several of the message delivery settings 
over the phone. For convenience, the system identifies the message delivery 
numbers as follows: 
I  
						

							Reference Manual Message Delivery 75 
On Screen 
Identified As 
#I 
“Your work phone” 
#2 “Your home phone” 
#3 “Your pager phone” 
* “Your spare phone” 
However, you can assign message delivery numbers following a different 
convention (for example, message delivery for Phone #I can be assigned to a 
subscriber’s home number). Just be sure the subscriber understands which 
number is referred to in each case. 
For each message delivery number you use, you will want to set up several 
options. Figure 44 shows where these options are entered on each line. 
fl: x after 0 
h, 8:OOam- 6:OOpm XTWSP 3 ringe 30 min. Off 
I I I I I I I- ll I I-I 
Phone No. Delay Delivery Schedule Ringa Interval Method 
Figure 44: Fields in the message delivery line 
Phone Number 
The extension number or telephone number to dial for message delivery is 
entered in the first field of the message delivery line. The telephone number can 
contain up to 40 characters. (The field will scroll to the left to accommodate long 
telephone numbers.) You may use the standard touchtone digits and symbols (0 
through 9, *, #) as well as certain letters and characters that have special 
meanings. These characters are listed under 
Special Phone Number Characters 
later in this topic. Any other character entered in the telephone number field is 
ignored when the system dials the telephone number. To make it easier to read, 
you may include common telephone number characters such as parentheses and 
dashes. 
NOTE: The system will not dial alphabetical telephone numbers, such as 
Sunset 7-2721 or 382-INFO. You should enter the actual touchtone digits 
represented by these letters instead. 
Initial Delay 
If Batch delivery is selected, the after _ min field sets the number of 
minutes the system waits after receiving a new message before making its first 
attempt to deliver a message to this number. This allows you to prioritize message 
delivery numbers for each subscriber. For example, if you set Phone #1 to 0 
minutes delay time and Phone #2 to 60 minutes delay, for the first 60 minutes the 
system will try to deliver a new message only to Phone #l. After 60 minutes, the 
system will attempt to deliver the message to both Phone #2 and Phone #l. 
Do not confuse this initial delay parameter with the delivery interval. The 
after _ min field only sets the delay of the first attempt to deliver a message 
to this number. In contrast, the delivery interval controls how much time will 
elapse between 
subsequent delivery attempts.