Comdial Execumail Voice Processing System 6.5 Instructions Manual

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256 
System IDS ExecuMail6.5 
Match Extension # IDS with Extension Numbers 
You can simplify your application if you make subscribers’ Extension # IDS match 
the subscribers’ actual telephone extension numbers. You should first assess, 
however, how this would affect your overall ID plan. 
Consider this extreme case. Suppose you had a company operator at extension 0 
(zero) and nine subscribers with telephone extension lines already numbered 1-9. 
You could assign Extension * IDS 1 through 9 to these subscribers to match their 
actual telephone extensions. But then you would not be able to assign any more 
System IDS. If you had guests or new employees to add to the system, you would 
have to come up with a completely new 
ID numbering plan. However, you could 
assign Extension # IDS as 10 through 19. This would allow you to add many more 
System IDS starting with the digits 2 through 9. 
Remember the following rules for System IDS: 
n Each System ID must be unique. 
n Each System ID can contain up to 10 characters, and can vary in length. 
w 
A shorter System ID cannot duplicate the beginning digits of another, longer 
System ID. (For example, 234 and 2345 are not unique.) 
n System IDS that contain letters are translated into their corresponding 
touchtones. (For example, on the Q=7,Z=9 keypad map, RANDY = SANDY = 
72639.) 
Default System IDS 
The voice mail system is shipped with certain default System IDS already set. (See 
Figure 141.) If you decide to change any of these System IDS, make sure you 
enter these changes on all the screens where the old System ID is referenced. 
‘. 
_, 
i .; 
‘-. 
_- 
:- 
System ID Entity 
0 System Operator 
1776 System Manager 
TOM (866) 
(Thomas Jefferson) 
GEORGE Guest of Thomas Jefferson 
(436743) George Washington 
555 Automatic 
Directory 
$FAXBOX Public Fax Box 
$PM Public Interview Box 
Figure 
141: Default System IDS 
Screen 
QuickStart Application Screen, Page 3 
Personal Directory Screen 
Personal Directory Screen 
Quick%vt Application Screen, Page 6 
QuickStart Application Screen, Page 6 
Transaction Directory Screen 
,,. 
In addition, three sample transaction boxes and one sample voice detect box are 
included in the default system. These transaction boxes can be rerecorded or 
deleted, or their System IDS changed, if you want to use their System IDS: 
n Box ID 411: 
Sample Departments Box 
m 
Box ID 700: 
Sales Department Box 
n Box ID 800: Technical Support Department Box 
n Box ID $VOICE: 
Sample Voice Detect Box  
						

							Reference Manual System IDS 257 
The system also includes two directory menus and four directory groups on the 
Groups Screen to create an example of numeric directory assistance. The System 
ID for the numeric directory assistance example (which begins with a directory 
menu named Numeric Directory) is set to $411. The directory groups and 
directory sub-menu (Accounts, Customer Service, Sales, Shipping, and Technical 
Support) do not have System IDS. For more details, see the topic 
Directory 
Assistance. 
Personal IDS and Security Codes 
If you use a convention or formula to create Personal IDS from Extension # IDS, it 
is relatively easy for a stranger or co-worker to guess at a subscriber’s Personal ID. 
To increase your system’s security, subscribers should add their own security 
code to the system. A security code can be up to lo-digits long. Unlike a System 
ID, a security code does not have to be unique. Two subscribers (with different 
Personal IDS) can have the same security code. Also, since a security code is not 
an ID code, a subscriber’s choice of security code is not limited by the 
numbering plan you use for System IDS. This greatly increases the total number of 
security codes subscribers may have, which decreases the possibility of an 
unauthorized caller guessing the security code. 
Subscribers enter their security codes on the telephone keypad after they enter 
their Personal IDS. An unauthorized caller must know both a subscriber’s 
Personal ID and security code to break into the system. Unlike Personal IDS, 
security codes are never displayed on the console screen, in the Call Log file, or 
in any other printed report. 
For related information, see: 
n Applications 
n Call Transfer & Call Screening 
n Directory Assistance 
l Faxes & the Public Fax Box 
l Guests 
m Interview Boxes 
n Operator Box 
n Port Applications 
n Public Interview Box & Public Messages 
n Security Codes 
m Subscribers 
n System Manager 
n Transaction Boxes 
n Voice Detect 
See also: 
n The QuickStart Application Manual  
						

							258 System Manager ExecuMail6.5 
System Manager 
The person who monitors the operations of ExecuMail and does day-to-day 
management of the system is the 
system manager. 
,.. 
:: 
c; 
*. 
:. 
. 
Only system managers are able to sign in at the computer console to modify 
system parameters, create subscribers, groups, guests, or transaction boxes. Only 
system managers can record voice prompts or fields at the console. It is 
important that the person or persons designated as system managers for your 
system be responsible people who are available to other subscribers for questions 
and system changes. 
Who Can Be a System Manager? 
You can assign system manager status to any subscriber. We recommend that 
you have at least two system managers who can access the system, so that one 
will always be available. 
System managers should be on-site. On-site system managers are typically office 
managers, office administrators and receptionists. These system managers should 
be trained how to do routine maintenance, such as adding and deleting 
subscribers. 
Your Comdial representative may also be a system manager on the system. The 
representative can then perform operations which are less routine, such as 
changing the way the voice mail system is configured with the Comdial 
telephone system. 
Signing in as Sysfem Manager 
Only system managers may sign in at the computer console. To sign in as a 
system manager, from the Banner Screen press the @ key, then type a system 
manager’s Personal ID. 
If this is the first time you are using the system, or if you have not yet created 
another system manag.er, sign in as the default system manager, Thomas 
Jefferson, whose Personal ID is TOM (= 866). 
Once a system is installed and a new system manager assigned, you should 
change Thomas Jefferson’s ID to protect the system from unauthorized access. 
You may want to delete Thomas Jefferson from the system altogether. (However, 
be aware that any transaction boxes, private message groups, or guests owned by 
Thomas Jefferson will also be deleted.) 
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:  
						

							Reference Manual System Manager 259 
To simply change Thomas’s Personal ID, go to his page on the Personal Directory 
Screen and, in the Personal ID field, type in the new ID over the existing one. 
Creating and Demoting System Managers 
Only a system manager can create or demote another system manager. Before 
you can create another system manager that subscriber must already be enrolled 
on the system. If the person is not yet enrolled as a subscriber, add him or her to 
the system. Refer to the topic on 
Subscribers for detailed instructions. 
To promote a subscriber to a system manager: 
1. 
Sign in with the Personal ID of an existing system manager. 
2. Press (ctrlwol to jump to the Personal Directory Screen. Press m or 
m to page to the Personal Directory of the subscriber whom you want 
to promote to a system manager. 
3. Press a to view the ADD Menu. 
4. Press @ to add Manager status to that subscriber. 
The words SYSTEM MANAGER will appear to the right of the subscriber’s 
name. 
To remove system manager status: 
1. 
Sign in as a system manager. 
2. Press m to jump to the Personal Directory Screen. 
3. Page to the appropriate subscriber’s Personal Directory page. 
4. Press [nl to begin the DELETE process. 
5. Press the down arrow twice to highlight Manager Status and press 
[i=Eiq. 
6. The system asks: “Do you want to RlZMOVXl SYSTEM MANAGER 
STATUS for this subscriber? PressQforYes. 
NOTE: If you have signed in from the Banner Screen, you cannot delete 
yourself or remove your own system manager status. If you press the a 
Delete key while on your own Personal Directory page, you can delete only 
your messages. 
For 
related if7formafion, see: 
n Screens 
m Subscribers 
n System IDS  
						

							260 Transaction Boxes ExecuMail6.5 
Transaction Boxes 
A transaction box is a special kind of mailbox. You can use transaction boxes to 
program special call routing, create menus, or provide announcements of 
recorded information. 
The applications for transaction boxes can be as simple or complex as you wish. 
Some organizations use transaction boxes in place of the Opening Line prompts 
to route callers to different departments, or provide morning, afternoon, and 
evening greetings. Other organizations use transaction boxes to play detailed 
audiotext messages, route callers to other submenus, and route callers to 
interview boxes. 
This topic describes how transaction boxes work and explains how to use them, 
including: 
1 
How callers access a transaction box 
n The Transaction Directory 
m 
The Transfer -> Greeting -> Action structure 
= One key dialing 
n Sample transaction boxes 
n The transaction box owner 
n Adding transaction boxes one by one, or by range 
n Deleting a transaction box or its messages 
How Callers Access a Transaction Box 
Callers can access a transaction box in any of four ways: 
n The caller dials the box’s System ID. 
l The caller presses a single touchtone in response to a one key dialing menu. 
n The GotoID--> action automatically routes thz caller to a transaction box. 
n The caller is routed to the transaction box because no touchtones were 
pressed during the Opening Line. (To do this, the box’s System ID must be 
entered on Line 13 of the QuickStart Application Screen, Page 2.)  
						

							Reference Manual Transaction Boxes 26 1 
The Transacfion Directory 
Each transaction box has its own page in the Transaction Directory (Figure 142). 
-->Transfer >Greeting -->Action 
Day? Yes-->,323 ,Day: 0:08 Day: Operator 
Nite? No Nite: 0:12 Nite: Take-msg 
Await-Ans-->5 Rings Alt: 0:oo Max-msg: 90 set 
Intro: 0:02 
Holding? Yes Edits OK? Yes 
Transfer Options : A Active: D/N Send 
Msg Urgent? Ask 
After Msg: Say-bye 
One key dialing: 1> 
2> 3> 4r 5> 
6> 7> 82 97 o> 
Figure 142: Sample transaction box 
Each box has a spelled name, a unique System ID, and an owner. The owner’s 
name is displayed in the 
Transaction BOX of field in the upper-right comer 
of the screen. The owner of the box receives all messages left in the transaction 
box, and can record the box’s greetings by phone. 
The Schedule # field determines which system schedule the box follows 
(either 1, 2, 3 or 4). You set the system schedules on the QuickStart Application 
Screen, Page 
4. (See the Schedules topic for details). 
If you don’t enter a Schedule #, the box uses the schedule of whatever port 
answered the call coming in to the transaction box. 
The Transfer -B Greeting -> Action Structure 
Each page in the Transaction Directory has a Transfer -> Greeting -> Action 
structure. If call transfer is turned on, the voice mail system first tries to transfer a 
call to the telephone number or extension listed. If the call transfer is 
unsuccessful, the system plays the appropriate greeting for the box, then follows 
the instructions programmed in the Action area. 
Unlike a subscriber’s Personal Directory page, a transaction box can be 
programmed for two different 
Transfer -> Greeting -> Action sequences, one for 
during Day Mode, the other for during Night Mode. 
The transaction box uses these fields to establish its 
-Zw&er -> Greeting -> Action 
sequence: 
Transfer Day? Nite? 
Use these fields to turn call transfer on or off for Day Mode and Night Mode. If 
either the Day? or Nite? field is set to Yes, enter the telephone number or 
extension the system should transfer calls to. The transfer number may be 
different for Day and Night Modes. 
Call Transfer Type 
This field, which is below the Day? and Nite? fields, isn’t labeled on the 
screen. It is used to set the way the voice mail system transfers calls to the 
Comdial telephone system. It can have one of three values: 
Await-Am (Await  
						

							262 Transaction Boxes ExecuMail6.5 
Answer), Release, or Wait-Ring (Wait for Ringback). See the Cal! Transfer & 
Call Screening topic for details on the call transfer types. 
Ring8 
The number of times the extension should ring. This applies only if the call 
transfer type is Await Answer or Wait for Ringback. 
Intro 
The system plays any recording in the Intro field before it transfers a call. The 
system does not play the Intro if call transfer is turned off. 
Holding? 
This field controls whether the transaction box uses call holding. The call holding 
feature allows you to “queue up” several callers who are waiting when. the 
transfer number is busy. You can allow a caller to press a touchtone to hold, or 
to say “Yes”. You can only use call holding with the Await Answer or Wait for 
Ringback call transfer 
types. See the Cull Holding topic for details. 
Transfer Options 
This 
field controls how the system transfers calls routed through the transaction 
box. Call transfer options (except for 
D Dialtone Detection) apply only if call 
transfer is on and the call transfer type is Await Answer. The call transfer options 
apply to both Day Mode and Night Mode. You can enter any combination of the 
following options: 
A [houuce] 
The person who answers the telephone hears a beep before being connected to 
the caller. 
c [Coufirm] 
Before a call is transferred, the person who answers the telephone can choose 
whether to take the call. If the call is refused, the system returns to the caller to 
play the appropriate greeting and take an action. 
D [DiahoneIktection] 
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 person who answers the telephone hears Tall for ” 
before being connected to the caller. 
M [Message Screen] 
Callers are asked to record their name. Before the call is transferred, the person 
who answers the telephone hears 
“Call horn . ” If the caller 
leaves a message instead, 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.  
						

							Reference Manual Transaction Boxes 263 
Callers are asked to record their name. Before the call is transferred, the person 
who answers the telephone hears 
“Call from . ” The recorded 
name is 
not saved. Do not use with the M call transfer option. 
Greeting Day/Nite/Alternate 
This section controls the transaction box’s greetings. A transaction box can have 
3 separate recorded greetings. The fields display how many seconds each 
greeting lasts. The subscriber who owns the transaction box can record all three 
greetings, as well as switch between the active Day or Night greeting and the 
alternate greeting. The system manager can also record transaction box greetings 
at the console using a local connection. 
If you do not want the system to play a greeting, copy silence into the transaction 
box’s greeting fields. For steps to copy silence to a voice field, see the topic 
Recording Voice Fields. 
NOTE: The greeting does not have to be an actual “greeting.” It can be any 
message or announcement you wish. However, it should be consistent with 
whatever Action you program. 
Active 
This field tells you which greeting is currently active. D/N means the standard 
Day or Night greeting is active (depending on which mode the box’s schedule is 
currently in). Alt means the alternate greeting is currently active. If the alternate 
greeting is active, it is used in both Day Mode and Night Mode. When the 
standard greeting is active, but not recorded, the system plays one of these 
default standard greetings: 
‘ is not available right now. ” 
-OR- 
‘ is on the phone now. ” [PH-BoxJsGone] 
When the alternate greeting is active but not recorded, the system plays the 
default alternate greeting: 
‘ is out today. ” [PH-Box_lsGone] 
‘Action Day/Nite 
These fields tell the system what to do if the caller does not press any touchtones 
during the greeting. You can set a different action for Day and Nite. The possible 
actions are: 
G 
[Go to system ftl] 
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] 
The system routes the call to the Operator Box (QuickStart Application Screen, 
Page 3).  
						

							264 Transaction Boxes ExecuMail6.5 
R [Restart] 
The system returns the call to the Action prompt of the Opening Line. 
S [Say Goodbye] 
The system says “‘IFyou need further assistance, press the pound key now.  
Thank you and goodbye, ” then hangs up. 
T [Take a Message] 
The system says, “If you’d like to leave a message, I’ll record it now, ” then takes a 
message for the subscriber who owns the transaction box. 
Max-msg 
Applies only if the Action is Take-msg. This sets the maximum length in 
seconds an outside caller’s message can last. The maximum value is 9999 
seconds (2 hrs, 46 
min). 
Edits OK? 
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 s&n to re-record it or if 
you’re satisfied with your message, press the star key to send it. 
” 
[PH_Box_FirstEditMenu] 
Send Msg Urgent? 
This 
parameter controls whether messages left by outside callers should be 
marked urgent. Urgent messages are heard first in the transaction box owner’s 
message stack. Three values are allowed: 
les = 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 field controls how the system handles the call after recording a message 
from the caller. Use any of the actions listed above, except Take-msg. This field 
applies only if the Action is set to Take-msg. 
One Key Dialing (Single Digit Menus) 
The One key dialing section at the-bottom of the Transaction Directory 
Screen allows you to program single digits to represent full System IDS for 
subscribers’ Extension # IDS, transaction boxes, or interview boxes. Instead of 
entering the full System ID, the caller just presses a single key. This makes it easy 
for callers to use menus. The system listens for one key dialing selections during 
the transaction box’s greeting, and during the phrase played when the box’s 
Action is set to Say-bye. When you or the box’s owner record the 
transaction box’s greetings, be sure to explain the menu selections, and include 
pauses so the caller has time to make a selection. 
Example 
You could create a transaction box for a “Weekend Information Center” with a 
greeting that says: 
‘You’ve reached our Weekend Information Center: For the weather forecast, press 
1; for the latest sports scores, press 2; for the special events calendar, press 3.... 
That’s 1 For weather, 2 For sports, and 3 for special events. Have a great weekend!” 
:, I’ 
: _:’ 
.-.- 
~  
						

							Reference Manual Transaction Boxes 265 
In the lx, 2~ and 3s fields of the One key dialing section, enter the 
System IDS for the transaction boxes containing messages on weather, sports and 
special events. 
Delay Between Single Digits 
You can set the system to pause a certain number of seconds for additional 
touchtones before routing the call according to the transaction box’s one key 
dialing menu. This allows callers to press full System IDS to bypass one key 
dialing, even during a greeting. You program how long the system waits between 
touchtones using the OK option in the 
Startup field on Line 58 of the 
QuickStart Application Screen, Page 6. 
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: OK1 Error notices to: 0 
59. ID for Alpha Directory: 555 Auto xfer? Yes ID for Num Groups: 
Public Fax Box 
Fax ID: SFAKBOX Transfer? No 
Voice name: 0:02 Alt Action: Operator 
Await-Ans-->4 Rings 
Holding? No Announce: Always 
Figure 143: Startup options, QuickStart Application Screen, Page 6 
To change the number of seconds the system waits during one key dialing: 
1. 
Sign in at the system console. Press [PgDn) repeatedly to display the 
QuickStart Application Screen, Page 6. 
2. 
In the 
Startup field, press @ repeatedly to move the cursor to the end 
of any options already in the field. Type 
OKn, where n represents the 
number of seconds you want the system to wait before processing a 
touchtone entered at a transaction box. For example, enter 
OK1 if you want 
the voice mail system to wait 1 second before processing the touchtone 
during one key dialing. If there is no OK option set, or if the OK option is set 
to zero 
(OK0), the system does not allow callers to override the one key 
dialing offered during transaction boxes. 
3. Press [a]. 
Sample Transaction Boxes 
The voice mail system includes three sample transaction boxes. The samples 
illustrate how you might use transaction boxes to handle sales calls and technical 
support calls. These sample transaction boxes are: 
Box Number 
Description 
411 
A sample Departments Box 
700 
Informs the caller that no one in the sales 
department is available to take the call, and 
transfers the caller to the operator. 
800 
Informs the caller that no one in the Technical 
Support department is available to take the call, 
and transfers the caller to the operator.