Comdial Execumail Voice Processing System 6.5 Instructions Manual

							136 Operator Box ExecuMail6.5 
Action 
Default Greetings 
The Operator Box has the following default day greeting: 
“I’m sorry. The operator is current& unavailable. To by again, press zero. 
Otherwise, please answer the following questions, and I’ll make sure your message 
gets attention. ” 
It has the following default night greeting: 
‘You’ve reached our office afier hours. No operator is on duty now. You may leave 
a message by answering the following questions, and I’ll make sure your message 
gets attention. ” 
It has the following default alternate greeting: 
‘No operator is on duty now. You may leave a message by answering the 
following questions, and I’ll make sure your message gets attention.” 
If the caller does not press any touchtones during the operator’s greeting, the 
system takes the action specified in the Action section of the screen. The 
actions for the Operator Box are the same as for a transaction box. 
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. 
o [Transfer to Operator] 
Do not use for the Operator Box. 
R 
[Restart] 
The system returns the call to the Action prompt of the Opening Line. Be careful 
not to create a closed loop, in which the caller is routed back to the Opening 
Line, then again to the Operator Box. 
S [Say Goodbye] 
The 
system says ‘lf you need further assistance, press the pound key now.  
Thank you and goodbye, 
” then hangs up. 
T [Take a Message] 
The system says, ‘lf you’d like to leave a message, I’ll record it now, ” then takes a 
message for the Operator Box. 
! 
: 
Unlike messages left for subscribers or left in a transaction box, messages left in 
the Operator Box are 
public messages. This is because most callers will reach 
this message box as a “last resort”, after having attempted to reach the operator 
for assistance. All subscribers with public message access can retrieve an 
Operator Box message in the same way that they can retrieve a message left in  
						

							Reference Manual Operator Box 137 
the Public Interview Box. You can restrict a subscriber from getting public 
messages by placing a P in the Access field on that subscriber’s Personal 
Directory page. See the topic Public Interview Box & hrblic Messages for details. 
NOTE: Be sure you have at least one subscriber who does 
not have the P 
access code, so that someone will receive public messages. Otherwise, these 
messages can go unnoticed and fill up your disk space. 
To send private messages to the receptionist/operator, set up a separate Personal 
Directory page for that person as you would for a regular subscriber. Use this 
private message box for the operator’s personal messages, and reserve the 
Operator Box’s message taking for messages intended for anyone who fills the 
operator/receptionist role. 
The default action for the Operator Box is GotoID-->$PM, where $PM is the 
default System ID for the Public Interview Box. This means that when the 
operator is unavailable, the system routes the caller to the Public Interview 
Box 
after it plays the greeting. For more information, see the topic Public Interview 
Box & Public Messages. 
Max-msg 
Applies only if the Action is Take-msg. This sets the maximum length in 
seconds an outside callers message can last. The maximum value is 9999 
seconds (2 hrs, 46 min). 
Send Msg Urgent? 
Applies only if the Action is Take-msg. This field controls whether outside 
callers are asked to leave urgent messages. If this field is set to Yes, every 
message from an outside caller is marked urgent. If this field is set to Ask, the 
system asks an outside caller whether to mark the message urgent. If this field is 
set to No, outside callers cannot leave urgent messages. 
Edits OK? 
Applies only if the Action is Take-msg. This field controls whether outside 
callers hear this after leaving a message: 
“Press I to add to your message, 2 to listen to it, the pound sign to re-record it or if 
you’re satisfied with your message, press the star key to send it. 
” [PH_Box_FirstEdiUvlenu] 
After Msg 
Applies only if the Action is Take-msg. This field controls whether the system 
takes another action after recording a message from &e caller. Use any of the 
actions, 
except Take a Message. The possible actions are: 
G 
[Go to System LD] 
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. 
0 [Transfer to Operator] 
Do not use for the Operator Box.  
						

							138 Operator Box 
R [Restart] 
ExecuMail6.5 
The system returns the call to the Action prompt of the Opening Line. Be careful 
not to create a closed loop, in which the caller is routed back to the Opening 
Line, then again to the Operator Box. 
S [Say Goodbye] 
The system says “If you need further assistance, press the pound key now. cpause> 
Thank you and goodbye, 
” then hangs up. 
NOTE: Setting the Action in the Operator Box to G, 0, or R can trap the 
caller in an infinite loop to the Operator Box. 
Multiple Operators 
The section of the screen labeled Alternate System IDS for Special 
Operators on 
each Port allows you to use multiple operators. Callers 
pressing 0 can be routed to a different operator depending on which system port 
the call came in on. This feature can be used to support multilingual Comdial 
telephone systems, systems shared by two businesses or organizations, or other 
special applications. 
To implement multiple operators, you must first set up a transaction box for each 
alternate operator. (See the topic 
Transaction Boxes for instructions on adding a 
transaction box.) Then enter the System ID for each transaction box and the port 
assigned to that ID in the Alternate system ID field on the Operator Box. 
All alternate System IDS are entered in one long field. The format for each ID is: 
P=n 
Where P is the number of the port assigned to a particular operator transaction 
box, and n is the System ID of the transaction box to be used. You can assign 
more than one port to the same alternate operator transaction box. For example, 
typing these System IDS in the 
Alternate System IDS field: 
1=131 2=132 3-4~135 
makes Port 1 use the alternate operator System ID 131, Port 2 use 132, and Ports 
3 and 4 both use the alternate operator System ID 135. 
A caller coming in on Port 2 who entered no touchtones would be routed to the 
alternate operator with System ID 132. A caller coming in on Port 2 who dials 0, 
or whatever the system’s Operator Box ID is, would also be transferred to the 
alternate operator System ID 132. If you enter the alternate operator System IDS in 
this section, you do not have to enter them on Line 13 of the QuickStart 
Application Screen, Page 2. 
For related information, see: 
n Applications 
n Cal/ Holding 
n Call Transfer & Call Screening 
n Opening Line 
n Port Applications 
n Public Interview Box & Public Messages 
n Recording Voice Fields  
						

							Reference Manual Operator Box 139 
n Subscribers 
n Switch Setup 
n System IDS 
R System Manager 
n Transaction Boxes  
						

							140 Paging 
ExecuMail6.5 
Paging 
The effectiveness of a voice mail system depends upon the prompt delivery of 
messages. One of the ways ExecuMail can contact subscribers to deliver their 
messages is by pager. (For details on other methods of delivering messages, see 
the topics Message Delivery and Message Notification.) 
These message delivery pages can be made at regular intervals, as soon as each 
new message is received, or while a caller is holding for an answer. A subscriber 
can even connect to the caller who has paged and is holding, by using the 
Tracker Paging System in conjunction with ExecuMail and a system telephone. 
This topic describes how to activate, control, and use message delivery through 
paging. For details on paging with the Tracker Paging System, see below. For 
details on paging without the Tracker Paging System, see page 143. 
Paging with the Tracker Paging System 
The Tracker Paging System consists of a Tracker base station interfaced through a 
DSU digital telephone system or a DXP digital communications system to 
communicate with Tracker pagers (personal pocket pagers) associated with the 
telephone stations. This paging option gives callers the capability to page 
ExecuMail subscribers. 
You can configure ExecuMail version 6.4 or higher so that Tracker will page an 
ExecuMail subscriber whenever a caller leaves a voice mail message. As an 
added feature, you can configure ExecuMail so that callers dialing a code can 
remain on hold, while Tracker pages the subscriber. Then, using a system 
telephone, the subscriber can connect with the caller who paged for assistance. 
Configuring the Paging Features 
There are no physical connections between the ExecuMail system and the 
Tracker Paging System. With the DSU, you connect the Tracker base station to the 
RS232-C data port A. With the DXP, you connect the Tracker base station to any 
available DXP RS-232 serial data port or to the PC attendant position. 
NOTE: Paging with Tracker requires ExecuMail version 6.4 or higher. 
:  
						

							Reference Manual Paging 14 1 
To program ExecuMail to use the Tracker Paging System for message 
notification: 
1. At the Banner Screen, press [F21 to sign in to the FxecuMail system. Type 
the system manager Personal ID Lx). 
2. Press m to go to the Personal Directory Screen. 
3. Press m and type the subscriber’s name or extension number to jump 
to the subscriber’s Personal Directory page. 
Extension # ID: 228 Hold/Archive msgs: 0 /2 days 
Access: PCB New Msgs:O =O:OO Total:0 =O:OO 
-->Transfer z-Greeting -->Action 
Transfer? Yes X %Std: 0:20 Take-msg 
Await-Ans-->4 
Rings 
Screening? No Holding? No Alt: 0:OO Max-msg: 90 set 
Edits OK? Yes -Message Notification 
Lamp #: x 
Activate Lamps? No On Now? No 
#1=,#01,228,4 after 0 min, 8:OOs.m- 6:OOpm l4TWHF 5 rings 30 min,Each #2= 
after 0 min, 6:OOpm- 9:OOpm MTWHF 4 Rings 60 min,Off 
#3= after 0 min, 12:00am-11:59pm MTWHFSU 0 Rings 30 min.Off 
#4= after 0 min, 12:OOam-11:59pm MTWHFSU 4 Rings 60 min,Urgent 
Ctrl-E for expanded options 
Figure 68: Personal Directory page with DSU transfer code 
4. In the Message Not if ication fields, type the appropriate transfer 
code. 
n For DSU, type: , #Ol, , Q 
n For DXP, type: ,*8,,Q 
Set up the pager delivery schedule. For details, see the topic Message 
Delivery. 
5. If you wish ExecuMail to allow callers to hold during the Tracker System 
page and possibly connect to the paged subscriber, follow the steps below. 
To program ExecuMail to use the Tracker Paging System for pager hold and 
paged subscriber connection: 
1. 
If you have not already programmed ExecuMail to use the Tracker Paging 
System to notify a subscriber of new messages, follow the steps above. 
2. At the subscriber’s Personal Directory page, press (ClrlHE), then @ 
(-Enter) to see all the call transfer fields. 
Personal ID: 8228. - Voice name: 0:02 
Extension # ID: 228 
Hold/Archive msgs: 0 /2 days 
=EXPANDED TRANSFER.OPTIONS= Press ESC to Exit 
~~%~~~~~~~~~~~~~~~~~dits OK? Yes j 
One key dialing: 1> 
2> 3>$228 5> 
6> 
7> 8> ;c o> 
c 
I 
Figure 69: Personal Directory page with expanded transfer options  
						

							142 Paging ExecuMail6.5 
3. 
Determine which number callers should dial to page the station user (for 
example, 3). Move the cursor to that number in the 
One key dialing 
field. 
4. Type a nondialable character, followed by the subscriber’s extension 
number (for example, $228). This number must correspond exactly to the 
System ID # of the transaction box you will create in the following steps. 
This transaction box will be set up to send the paging command to the 
digital telephone system. The nondialable character in the transaction box’s 
System ID prevents callers from accessing the transaction box by accident. 
5. Press m to go to the Transaction Directory Screen. :a,:‘:~.;‘,-i’,‘~.~~~~~~~~~~~~~~,~,~~~~~~~~:~~::~~~~~ ,~:ii:~~,~:i~~:~~~~~~:~~~~~~~~~~~~~~:~~~~~~~~~:~~~~~~~~~~~~~~~~,~~~~~~~~~~~~~~~~ 
.‘.‘.‘( :...:.:.:. No i tititih . . . . ,,....... .A. . 
.yP9’ &.&.&* ,., ,.. . .  . . . . . . ..,.......: . . l~~lisact 1 & .s&G ..: bP .y$.sI’g; . . atiGh . . . . . . . . . . . . . . . . . . . . . . . . . . . . 
System ID: $228 
Voice name: 0:02 
Hold/Archive msgs: 0 /2 days 
Access PCS New Msgs: 0 =O:OO Total=0 =OO 
-->Transfer 
Day? Yee-->,#01,22S,Q 
Nite? No 
Nite: 0:Ol Nite: Hang119 
Release-->4 Rings Alt: 0:oo Max-msg: 90 set 
Intro: 0:OO 
Holding? No Edits OK? Yes 
Transfer Options : 
Active: DIN Send Msg Urgent? No 
After Msg: Say-bye 
One key dialing: l> 2> 
3> 4> 52 
6> 7> 8> 9> o> 
Figure 70: Transaction Directory screen 
6. Press [F8) to add a new transaction box. You must create a separate 
transaction box for each subscriber requiring paging. Either the system or 
the subscriber can own this transaction box. 
7. 
Use the arrow keys to move the cursor to the 
Name field. Type the 
subscriber’s name followed by the word “Pager” (for example, 
Hugh Yale 
Pager). 
8. Move the cursor to the System 
ID field. Type the nondialable System ID If 
you created in step 4 (for example, 
$22 8). 
9. Move the cursor to the Day? field in the Transfer section of the screen. 
Type Y to allow transfers. Type the appropriate transfer code. 
n For DSU, type: , #Ol, , Q 
n For DXP, type: ,*8,,Q 
10. Move 
the cursor lower in the Transfer section of the screen. Set the 
transfer type to 
Release. 
11. Move the cursor to the Greeting section of the screen. Program both the 
Day and 
Nite greetings for one second of silence, by copying the DOS 
silence file into these fields. For details, see the topic 
Recording Voice Fields. i 
. . 
12. Move the cursor to the Action section of the screen. Set the both the Day 
and 
Nite actionsto Hangup.  
						

							-! 
Reference Manual Paging 143 
13. Make sure subscribers using paging change their personal greetings to let 
callers know which code to press for pager holding. 
Answering Pages 
When a subscriber receives a page indicating that there is a new message, the 
subscriber can use any touchtone telephone to call his or her voice mailbox and 
receive messages. 
If the pager message indicates that the caller is holding, the subscriber can use a 
system telephone to connect to the holding party by following the procedure 
below. 
To connect to a holdii caller: 
1. Note the dialing code in the Tracker pager display. 
2. Locate a system telephone. 
3. Press the 1NTERCOM key, the # key, and the code shown in the pager 
display. 
n For DSU systems, the range of displayed codes is 91-99. 
n For DXP systems, the range of displayed codes is 800-899. 
4. The system automatically connects the parties. 
Paging without the Tracker Paging System 
Without the Tracker Paging System, message notification is achieved through a 
message delivery number. Enter the pager number as one of the message delivery 
telephone numbers on the subscriber’s Personal Directory page. 
You can also enter other characters in the field that affect how the system dials 
the number. For example, you can use special dialing characters to instruct the 
system to pause, hookswitch flash, or hang up while dialing the number. For 
details, see the topic Message 
Delivery. 
Personal ID: 812312 
SC Voice name: 0:02 
Extension # ID: 12312 Hold/Archive msgs: 0 /2 days 
Access: PCB =O:OO Total:0 =O:OO 
-->Transfer New Msgs:O 
Transfer? No >Greeting ->Action 
>Std: 0:OO 
Await-Ans-->4 Rings Take-msg 
Screening? No Holding? NO Alt: 
0:oo 90 set Edits OK? Yes 
-Message Notification Max-msg: 
Lamp #: x 
Activate Lamps? No On Now? No 
#l: x after 0 
min, 
after 0 
ki 555-1234,. after 5 min, 8:OOam- 6:OOpm MTWH? 5 rings 30 min,Each 
6:OOpm- 9:OOpm MTWHF 4 Rings 60 min.Off 
#4: after 0 min, 12:OOam-11:59pm ImmFSU 4 Rings 30 min,Each min, 12:OOam-11:59pm MTWHFSU 4 Rings 60 min,Urgent 
Ctrl-E for expanded options 
Figure 71: Personal Directory Screen with message delivery to a pager 
To display the voice mail system’s telephone number on the pager display, enter 
the pager telephone number, followed by a few seconds of pause (using 
commas), then the voice mail system’s telephone number (for example, 
555-1234 
, , ,555-5670).  
						

							144 Paging ExecuMail6.5 
Note that ExecuMail refers to Phone #3 as ‘)our pager phone”. However, the 
system may use any of the delivery telephone numbers to call a pager; it does 
not have to use Phone #3. 
Using the Special Characters for Pagers 
Most pagers only need to be called in order to be activated. To set off these 
beepers, enter the pager’s telephone number followed by a few commas for 
pauses and a “Q” (for example: 555 - 1234, , , Q). 
Other pagers require that you dial the number, wait for answer, and then dial the 
callback number. Contact Technical Support for details on how best to deliver 
messages to these types of pagers. 
For related information, see: 
I 
Message Delivery 
n Message Notification 
n Recording Voice Fields 
I 
!‘:: 
. . 
‘. 
,’  
						

							Reference Manual Port Applications 145 
Port Applications 
Many companies have particular telephone lines dedicated to specific functions, 
such as customer support, sales, or general information. They want each of these 
telephone lines handled differently from the others. ExecuMail can handle calls 
coming in on different ports with completely different call routing and handling 
schemes. In this way, a single ExecuMail system can accommodate several 
businesses, several departments within a single business, and even answer calls in 
different languages. 
All of these capabilities are available because the ExecuMail system’s 
configuration can be defined on a port-by-port basis. How the system answers 
and routes a call can be programmed with port-specific parameters set on the 
Quick&art Application Screen and the Voice Prompt Editor Screen. This topic 
describes the ways in which the system can be customized for specialized 
applications on different ports. 
Setting the Ports 
In most applications, the voice mail system answers every incoming call the same 
way, regardless of which port the call comes in on. To program special 
portspecific settings, you use the QuickStart Application Screen, Page 2. 
Day Nt Day Nt Day Nt Day Nt Day Nt 
I 
I 1 I t 
10. Intro (Hello, this is...): 
11. Action (Enter ext number): QP