Comdial Execumail Voice Processing System 6.5 Instructions Manual

							7 06 Message Receipts ExecuMail6.5 
Message Receipts 
The voice mail system can tell you whether any messages you sent have been 
received. It can tell you in two ways: 
q Return receipt 
n Receipt summary 
In general, a message has been received as soon as someone listens to it, even if 
the person listens only to the beginning of the message or saves the message as 
new. (There is an exception to this rule for dispatch message groups.) 
This topic explains how message receipts work, how receipts differ for message 
groups, and how to set up message receipts for your subscribers. .f. 
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Return Receipt vs. Receipt Summary 
The system provides two kinds of message receipts: return receipt and receipt 
summary. Both types of receipts tell you if someone has received your messages. 
i 
A return 
receipt gives you detailed information about every message you send, 
or each message you explicitly mark for return receipt. A 
receipt summary gives 
you summary information about all the messages you have sent to a particular 
subscriber, guest, or message group. 
With return receipts, the system provides more information, but the conversation 
is longer. With receipt summaries, the conversation is shorter, but may not 
include enough information for some subscribers. 
Most subscribers will want only one or the other type of message receipts. By 
default, the system allows subscribers to mark messages for return receipt and 
leaves the receipt summary feature off. 
Return Receipts 
Subscribers can mark a message for return receipt as part of special delivery 
options. When you request a return receipt for your messages, the system gives 
you detailed information about each 
message you sent to a subscriber, guest, or 
message group. Each return receipt: 
n Identifies the message by the day and time you sent it. 
n Announces when the message was received. 
Subscribers can also have the system automatically mark every message they 
send for return receipt. 
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							Reference Manual Message Receipts 10 7 
Here are some sample return receipts: 
“Hugh Yale got the message you sent today at 12:05pm, received today at 
I :35pm. ‘* 
“‘Sue Ying got the message you sent yesterday at 8:3Oam, received today at 
8:45am. ” 
Receipt Summary 
With the receipt summary feature, the system automatically summarizes the 
current state of the messages between you and another subscriber, guest, or 
message group. The receipt summary does not identify which messages were 
received, nor exactly when they were received. It only tells you whether a 
subscriber, guest, or message group received any or all of your messages, and 
whether the person left you any messages. 
Here are some sample receipt summaries: 
‘Hugh Yale got your last message, and left a message... ” 
‘Sue Xng got all your messages, but left no reply. ” 
‘Sue Ying hasn’t heard your last message, but left a message...” 
“Some group members haven’t heard your last message...” 
When You 
Hear Message Receipts 
The system plays message receipts as part of your message stack for new 
messages. You may hear a message receipt: 
n Before you hear a new message or reply from a subscriber 
n Before you leave a new message to a subscriber 
n At the end of your new message stack 
If you have message receipts but no new messages when you call the system, the 
system asks if you want to hear return receipts instead of asking if you want to 
check new messages. 
Message Receipts for Groups 
The system gives you slightly different message receipts for message groups. 
For a group with broadcast distribution, the system gives you a message receipt 
only after 
all members of the group have received the message. For example, if 
you request a return receipt: 
‘The Sales Group got the message you sent yesterday at 1O:OOam. The last member 
heard it today at 4:45pm. ” 
Or, for a receipt summary: 
‘The Sales Group got your last message today at 4:45pm. ” 
NOTE: If you have not yet gotten a message receipt, you can list the group 
members who have not heard a broadcast group message. See the topic 
Message Groups for details.  
						

							108 Message Receipts ExecuMail6.5 
If a message group has dispatch distribution, only the first person to listen to a 
group message receives it. For a dispatch group, the system tells you which group 
member received the message: 
“Hugh Yale got your message to the Sales Group sent today at 1 O:OOam, received 
today at 10:45am. ” 
Or, for a receipt summary: 
“Hugh Yale got your last message to the Sales Group today at 5:Olpm. ” 
If someone opens a dispatch group message but then saves it as new, the system 
does 
not send a message receipt. For dispatch messages, the system sends a 
message receipt only after someone listens to the 
entire message (and it becomes 
an old message). 
Controlling Message Receipts 
You control the type of message receipts a subscriber hears by using the B, X 
and 
Z access codes. You can set defaults for each new subscriber’s message 
receipts by using access codes in the Access field on the QuickStart 
Application Screen, Page 5. Or, you can set receipts up differently for each 
subscriber using the Access field on individual Personal Directory pages. 
The message receipt access codes are: 
B The subscriber does not hear a receipt summary. 
X The subscriber cannot mark or cancel return receipts. 
z The system automatically marks every message sent by the subscriber 
for return receipt. 
By default, the system adds the B access code to every subscriber’s Access 
field, and does not play receipt summaries for subscribers. Also, by default, the 
system asks if a subscriber wants to mark a message with return receipt requested 
each time he or she sets a message’s special delivery options. 
You can use the message receipt access codes to achieve the following results: 
B 
Only 
x only Result 
This is the default for message receipts. The system does not 
play receipt summaries. A subscriber can mark any message 
for return receipt. A subscriber can also cancel requests for 
return receipts. 
The system plays receipt summaries, and turns off return 
receipts. This keeps the system from playing redundant 
receipts. 
Turn off receipt summaries and return receipts. 
The system automatically marks all messages with return 
receipt requested. A subscriber can cancel a return receipt 
request by changing a message’s special delivery options. 
The system does not play receipt summaries.  
						

							Reference Manual Message Receipts 109 
Avoid these combinations of access codes: I 
‘., 
n X and Z. The system automatically marks every message with return receipt 
requested, but does not let the subscriber cancel the request. 
n Z only. The system plays receipt summaries and return receipts for each 
message, resulting in redundant receipts. Always add the B code whenever 
you use Z. 
For related information, see: 
n Messages 
w Message Taking 
w Subscribers 
See also: 
n The User’s Guide  
						

							7 10 Message Taking ExecuMail6.5 
Message Taking 
ExecuMail is very flexible in how it takes messages from outside callers. You can 
set up different options for individual subscribers. You can set up message taking 
in transaction boxes for special applications. You can also control whether callers 
can edit their messages, or leave urgent messages. 
This topic discusses how to control message taking through system-wide 
parameters and individual parameters on the Personal Directory and Transaction 
Directory pages. This topic focuses primarily on how outside callers leave 
messages. You can also control how subscribers leave messages by adjusting the 
subscriber’s access codes. See the Subscribers topic for details. 
The Transfer -> Greeting => Action Structure 
In most cases, the voice mail system handles calls by following the programmed 
sequence Transfer -> Greeting -> Action that is set up for a subscriber or 
transaction box (Figure 52). The Transfer -> Greeting -> Action structure appears 
on: 
n The Personal Directory page for each subscriber 
w QuickStart Application Screen, Page 5 (subscriber defaults) 
n Transaction Boxes 
n QuickStart Application Screen, Page 3 (Operator Box) 
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Name: Jefferson, Thomas ..,,.,...........,.,..... ., . . . . . . .._ ., ,. SYSTEM MANAGER 
Personal ID: TOM Voice name: 0:02 
IExtension # ID: 1776 Hold/Archive msgs: 
One key dialing: 1~ 
6> 2> 
32 4> 5> 
-?> 8> 9> o> 
Figure 52: Message taking on a subscriber’s page 
lf the Action specified on the screen is “take a message”, the system takes a 
message from any caller who is routed to the subscriber (or transaction box) and 
passes through the 
Transfer and Greeting sections of the sequence. For 
example, if call transfer is active for a subscriber, the voice mail system first tries 
to transfer a call to the telephone number listed. If the line is busy or 
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							Reference Manual Message Taking 111 
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unanswered, the system plays the appropriate greeting (if any), then takes a 
message. 
When you are designing a subscriber’s or transaction box’s message-taking 
parameters, it’s important to consider the flow of a call through this entire 
Transfer -> Greeting -> Action structure. The greetings and one key dialing features 
in particular may be used for special applications, such as telling a caller the 
type of message to leave, routing a caller to a personal secretary, or allowing a 
caller to page the subscriber or try another extension instead of leaving a 
message. 
System-wide Message Parameters 
Besides the individual messagetaking parameters on the subscriber and 
transaction box screens (discussed later in this topic), there are system-wide 
parameters that control message taking. These system-wide parameters affect all 
messages, including those left by subscribers. They are configured on the 
QuickStart Application Screen, Page 6. 
The settings of many of these parameters also have an impact on other aspects of 
the system’s performance, such as the “liveliness” of the system’s conversation or 
the amount of disk space used. You may need to adjust these parameters to meet 
your particular application’s requirements or optimize the system’s performance. 
52. bmx recording:  person-person 300 sets Max screening recording: 6 
53. Skip back time on #: 4 
Max ID attempts: 4 Bad ID Qoto--> 
54. Record Pauses...Beginrdng: 5 Short ending: 2 ending:  Long 3 
55. 
Beep ore record? Yes Disk full warning at: 15 mine left 
56. Blank PC screen? Yes 
57. OS Surrender- Daily: Screen Type: Auto Keypad: Q=7, Z=9 keys 
50. Startup: Weekly: Monthly: 
Error notices to: 0 
59. ID for Alpha Directory: 555 Auto xfer? Yes ID for Num Groups: 
Alt Action: Operator 
Announce: Always 
Figure 53: QuickStart Application Screen, Page 6, with message parameters 
Maximum Message Life 
This parameter sets the maximum time, in days, that the system will retain a new 
(unheard) message in the system. The default value of 999 days will keep new 
messages forever. When the maximum message life is exceeded, the message is 
deleted from the system, even if the intended recipient has not heard it. 
Public Hold/Archive msgs 
This pair of parameters controls how long public messages are stored on the 
system, once they have been heard. Public messages are not addressed to a 
particular subscriber and are available to anyone with public message access. 
See the Public Interview Box & F’ublic Messages topic for details. 
Max person-person recording 
This parameter sets the maximum length, in seconds, for messages traded 
between people enrolled in the system. This parameter applies to all subscribers 
and guests. It controls the largest amount of disk storage space a single, two-way 
message can take. Messages which are shorter than the maximum will occupy  
						

							112 Message Taking ExecuMail6.5 
less disk space, so you do not necessarily waste disk space by setting this to a 
large value. 
Each second of recording in a message takes approximately 3000 bytes of storage 
space. The default value is 300 seconds (= 5 minutes). Subscribers may leave 
multiple messages of this length to the same subscriber. 
Max screening recording 
When the system is performing call screening, an outside caller is asked, “who 
may I say is calling?” This parameter sets the maximum time, in seconds, that the 
system will record a reply to that question. 
See the Call Transfer & Call Screening 
topic. The default value is 6 seconds. 
Skip Back Time on # 
This parameter controls how many seconds the system will move forward or 
backward through a message being played, when a subscriber presses the 
message transport keys on a touchtone phone. The message transport keys (the 7 
& 9 touchtones) allow a subscriber to move backward (7) or forward (9) through 
a message playback. The pound key (#) also allows a subscriber to move 
backward through message playback. The default value for this skip back time is 
4 seconds. 
If a transport key is pressed repeatedly, the jump through the message playback is 
accelerated. This allows a subscriber to move to the beginning or ending of a 
long message with just a few presses of the touchtone keys. 
Record Pauses... 
The system listens for pauses in a caller’s speech to determine when the caller 
has stopped talking and finished a recording. The system then stops recording 
and goes on to the next prompt. The system uses three parameters to decide 
when a caller has paused: the Beginning Pause, the Short Ending pause, and the 
Long Ending pause. 
Beginning 
This is the number of seconds the system will wait for the caller to start 
speaking. If the caller doesn’t say anything during the specified time, 
the system goes on to the next prompt without recording any message 
from the caller. 
Short ending 
The system uses this parameter if the parameter that determines the 
maximum recording time for the message is less than 30 seconds. If the 
caller pauses for an interval longer than the Short Ending Pause, the 
system assumes the caller has finished speaking. 
Long ending 
The system uses this parameter if the parameter that determines the 
maximum recording time for the message is 30 seconds or longer. If the 
caller pauses for an interval longer than the Long Ending Pause, the 
system assumes the caller has finished speaking. 
Generally, you would set the Long Ending Pause higher than the Short Ending 
Pause because long, multi-sentence messages are likely to have longer natural 
pauses than short messages. Shorter pause times make the conversation seem 
snappier, more lively, and more human to the caller because the system resumes  
						

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i. Reference Manual Message Taking 113 
the conversation more quickly once a caller has finished speaking. Longer pause 
times reduce the risk of cutting a caller off before he or she has finished 
speaking. 
The default pause times are set to a balanced medium: the Beginning pause is 
set to 5 seconds; the Short ending pause is set to 2 seconds; and the Long 
ending pause is set to 3 seconds. 
Beep on Record? 
When set to Yes, the system automatically adds a beep to prompts which request 
a caller to leave a message so the caller knows when to begin speaking. 
Disk full warning at mins left 
This parameter controls when the system warns subscribers that disk space on 
the voice mail system is getting low. When the amount of message storage 
available on the system is equal to or less than the number of minutes specified 
in this field, subscribers are asked to delete any unnecessary messages whenever 
they call the system. 
Subscriber Message Parameters 
There are a number of message parameters you can configure for individual 
subscribers. These include the parameters that affect the message life cycle, the 
maximum allowable length of an outside caller message, whether outside callers 
can edit their messages, whether their messages should be marked urgent, and 
what to do after taking a message. 
To view all the message-taking parameters for a subscriber, press m, then 
[m I-Enter) to open the Expanded Transfer Options window (Figure 54). The 
firstlineinthe Action area must read Take-msg formessagetakingto be 
active. 
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Personal ID: TOM Voice name: 0:02 
Extension # ID: 1776 
Hold/Archive msgs: 0 /a 
&YE 
EXPANDED 
TRANSFER OPTIONS= Press ESC to Exit = 
.Action Transfer? No aGreeting - 
,Std: 0:OO 
Await-Ans-->4 Rings Take-msg 
Screening? No Holding? No Alt: 0:OO 
,Transfer Options : A Me%-mag: 90 aa0 Edits OK? Yes 
Screening Options: Send ldsg Urgent? No 
Active: STD 
After Heg: Say-bye 
One key dialing: 1s 2> 
3> 4> 5> 
6> 7> 
8> 9> o> 
Figure 54: Message-taking parameters on a subscriber’s page 
Hold/Archive msgs 
This pair of parameters controls how long the system stores messages that a 
subscriber has heard. The Hold parameter controls old messages, while the 
Archive parameter controls archived messages (messages which the subscriber 
has explicitly saved). 
The default values are O/2, which means old messages are stored until midnight 
on the day they were first heard, while archived messages are held for two days 
after they are saved by the subscriber. You can archive a message more than  
						

							114 Message Taking ExecuMail6.5 
once. Each time an old or archived message is heard, you must explicitly save it 
again or it will be deleted immediately. 
Max-msg 
This parameter sets the maximum message length, in seconds, for the subscriber’s 
messages from outside callers. The default value is 90 seconds. The maximum 
possible value is 9999 seconds (167 minutes). The Max-msg parameter does not 
apply to subscribersubscriber and guestsubscriber messages, which are 
controlled system-wide by the 
Max person-person recording field on 
the QuickStart Application Screen, Page 6. 
Each second of recorded message takes approximately 3000 bytes of disk storage 
space. 
Edits OK? 
If this field is set to Yes, an outside caller is given the option to change a 
message immediately after leaving it. After leaving a message, the caller hears: 
Tress I to add to your message, 2 to listen to it, the pound s&m to re-record it or if 
you’re satisfied with your message, press the star key to send it. 
” [PHJox_FirstEditMenu] 
If the caller presses 1 or #, a beep indicates that the caller should begin speaking. 
If a message is added to, the “second” message is immediately tacked on to the 
first message, so that it sounds like one continuous message to the recipient. If a 
message is rerecorded, the second message completely replaces the original one. 
Once the second recording is finished, the caller will again have the option of 
adding to the message or rerecording it. 
I 1 
NOTE: Only outside callers can edit their messages in this manner. However, 
subscribers and guests can achieve similar results by simply sending an 
additional message to the same recipient. 
Send Msg Urgent? 
This parameter controls whether messages left by outside callers should be 
marked urgent. Urgent messages are heard first in a subscriber’s message stack. 
Three values are allowed: 
yes = All outside caller messages are marked urgent 
No = 
No outside caller messages are marked urgent 
&k = 
Callers are asked if they want to leave an urgent message 
After Msg 
This parameter controls what follow-up action the system takes after taking a 
message. The possible actions are: 
G [Go to System ID] 
The system routes the call to another System ID. You must type a valid System ID 
directly to the right of the 
GotoID--> arrow. (For example, GotoID--> $PM 
routes a call to the Public Interview Box.) Be careful not to create a closed loop 
of linked System IDS, in which each ID routes back to the other. 
The system immediately hangs up, without saying goodbye.  
						

							Hold/Archive msgs: 0 /2 
=EXPANDED hYS 
TRANSFER OPTIONS= Press ESC to Exit 
-->Transfer 
Transfer? Yes-->,X >Greeting ->Action 
Await-Am-->4 Rings 
Take-msg 
Screening? No Holding? No 
Nax-rmg: 90 sac Edits OK? Yes 
BTransfer Options : A 
Screening Options: Send Nsg Urgent? No After Nsg: Say-bye 
One key dialing: 1> 2> 
3> 4> 5> 
6> I> 
8> 9> o> 
Reference Manual Message Taking 115 
0 
[Transfer to Operator] 
The system routes the call to the Operator Box (QuickStart Application Screen, 
Page 3). 
R [Restart] 
The system returns the call to the Action prompt of the Opening Line. 
S [Say Goodbye] 
The system says Vyou need further assistance, press the pound key now. pause> 
Thank you and goodbye, 
” then hangs up. 
Message Counts 
When the Expanded Transfer Options window is closed, you can see the 
following display of message counts for a subscriber. 
New Msgs: 0 =O:OO Total: 0 =o:oo 
These are displayonly fields. The first number in the New Msgo field shows how 
many new messages a subscriber has, followed by the combined length of these 
messages in hours:minutes. The first number in the 
Total field shows how many 
new and old messages a subscriber has, followed by the combined length of 
these messages in hours:minutes. 
These message counts do 
not include public messages or group messages left for 
the subscriber. The message counts may not be accurate if a message has just 
been added or deleted in the last five minutes. For example, if you have just 
deleted all messages for a subscriber using the fRJ key, the message counts in 
these fields will not be zeroed out for a few minutes, especially if the system is 
busy processing calls. 
Subscriber Default Parameters 
As with most subscriber parameters, you can also set up subscriber default values 
for messagetaking parameters on the QuickStart Application Screen, Page 5 
(Figure 55). The default values you create will be given to each new subscriber 
added to the system. 
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Figure 55: Message-taking parameters on QuickStart Application Screen, Page 5