DuVoice DV2000 Mailbox Administration Instructions Manual
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DV2000 Mailbox Administration - Service Release 3.0 91 Drop Down Menus– Templates – Call Routing The Standard call routing template default settings are assigned as follows (refer to the Explanation of Fields section below for complete descriptions of the fields and sections on the dialog): ¨ Route calls to office extension: à all days of week à 24 hours/day à using extension transfer ¨ Play RNA prompt on ring-no-answer condition (if an RNA prompt has not been recorded or is not active, play default phrase) ¨ Play busy prompt on busy signal (if a busy prompt has not been recorded or is not active, play default phrase) ¨ Execute mailbox number 991 (return to automated attendant instructions): à After a completed call. à If no routing plan is active. à On an error condition. Make changes or entries in the fields as described below, then use the Save or Save As button to complete the new or modified template. (Note: only the Save As button is available if you accessed this dialog through the New Template option, because you have to give the new template a filename.) Explanation of fields: Call Routing Properties: Starting at/Ending at Specifies the times of day for which these instructions apply. Use the up and down arrow buttons at the right of the fields to scroll through the time. Days Specifies the days of the week for which these instructions apply. Click on each day to toggle it on or off. For each of the following fields, click on the down arrow at the right of the field to view the selection list of actions. Click on an action to select it for this field. If the selected action requires further specification, a second entry field to the right will be activated as well. For example, if the action selected is “Execute Mailbox,” enter the mailbox number in the adjacent field. Routing Address Specifies the destination for calls to be routed, as defined in the mailbox address list. Routing Technique Specifies how to route or transfer the calls to be forwarded. Routing Method – Specifies the process, or series of steps, to use to perform the call routing. This is the Standard Method unless an alternative method has been created and assigned using the Method Editor dialog. Routing Complete/Chain Specifies the action to be taken after the call blocking prompt has been played and a message has been left. If the action selected is “Execute Mailbox,” enter the mailbox number in the adjacent field. Edit Method button Click on this button to change the Routing Method. You can modify the Method file being used or assign a different Method file.
DV2000 Mailbox Administration - Service Release 3.0 92 Drop Down Menus– Templates – Call Routing Optional Completion Properties: For each of the following fields, click on the down arrow at the right of the field to view the selection list of actions. Click on an action to select it for this field. If the selected action requires further specification, a second entry field to the right will be activated as well. For example, if the action selected is “Execute Mailbox,” enter the mailbox number in the adjacent field. Ring No Answer This is the action to be taken when a call to the extension is not answered. Busy This is the action to be taken when the extension is busy. No Plan Active This is the default action to be taken when there is no routing plan. Telephone Network Problems This is the action to be taken if errors with the telephone network occur (i.e., no dial tone on transferred caller or no ring back). List of available actions/responses: ¨ Play my RNA prompt ¨ Play my Call Blocking prompt ¨ Play my busy prompt ¨ Start call routing plan number (specify number) ¨ Play my prompt number (specify number) ¨ Execute mailbox number (specify number) ¨ Execute IVR scenario file (specify file) ¨ Disconnect Buttons Save - save the file being edited and return to the Main Menu. Save As - allows you to specify a new file name to save the changes you have just made Cancel - leave this dialog without saving any changes. Help - display the online help topic for this dialog.
DV2000 Mailbox Administration - Service Release 3.0 93 Drop Down Menus– Templates – Message Delivery Message Delivery You can use the flexibility and convenience of Message Delivery for a number of common occurrences, such as forwarding facsimiles to a home machine on the weekends or forwarding messages to another mailbox. Message Delivery tab In conjunction with the Address List, the Message Delivery function enables the system to ‘forward’ messages to other mailboxes and locations. You can use the flexibility and convenience of Message Delivery for a number of common occurrences, such as forwarding facsimiles to a home machine on the weekends or forwarding messages to another mailbox. You can use multiple Message Delivery templates for one mailbox. Although there are no automatically assigned default templates, there is a system-provided template for Message Delivery to another extension, which you can optionally assign. Since each template specifies the times it is active, it is possible to create overlapping or conflicting message delivery instructions. If this occurs, template instructions are executed as “first found, first used.” Message Delivery settings are used for delivering mailbox messages outside the subscriber’s normal office extension. Use this dialog to: ¨ Review the codes in any Message Delivery template. ¨ Assign a Message Delivery template to the mailbox. ¨ Create a Custom template for this mailbox. You can access this template dialog by creating a new Message Delivery template, or opening an existing one. The illustration below shows opening an existing Message Delivery Template Note: This is for message delivery, for message notifications use instead the Notification dialog.
DV2000 Mailbox Administration - Service Release 3.0 94 Drop Down Menus – Templates – Message Delivery Although there are no automatically assigned default Message Delivery templates, there is a system- provided template for Message Delivery to another extension, which you can optionally assign, or copy. You can use multiple Message Delivery templates for one mailbox. Since each template specifies the times it is active, it is possible to create overlapping or conflicting message delivery instructions. If this occurs, template instructions are executed as “first found, first used.” Explanation of fields: Message Delivery Event – This is the class of message to deliver, as assigned by the caller through the user interface. The choices are: ¨ all messages (includes the next four classes) ¨ priority messages ¨ urgent messages ¨ normal messages (default message class) ¨ fax messages Delay message delivery __ minutes - the length of time to wait after receiving a message, before forwarding it Continue delivery every __ minutes - the frequency with which to attempt subsequent deliveries of one message if the first attempt is unsuccessful Not to exceed a total of __ attempts - the number of times to try to deliver a message Delivery Address - where to deliver the message. The address option, which is defined in the Mailbox Address Lists tab under Mailboxes, is: ¨ Forward to Mailbox Additional selections such as Forward to Email Box may be provided in a future release. Delivery Technique – how to deliver the message. The technique option is: ¨ Forward Message to Mailbox Additional selections may be provided in a future release. Delete upon delivery – click on this button to indicate the system should delete the message from the original receiver’s mailbox after its successful delivery. Delivery Method - the process, or series of steps, to use to perform the message delivery. This is the Standard Method unless an alternative method has been created and assigned using the Method Editor dialog. Edit Method button – click on this button to change the Delivery Method. You can modify the Method file being used or assign a different Method file. Starting at/Ending at - the times of day for which these instructions apply. Click to position your cursor in the hours, minutes or AM/PM portion of the time field. Then use the up and down arrow buttons at the right of the field to scroll through the hours or minutes, or toggle between AM and PM. Days - the days of the week for which these instructions apply. Click on each day to toggle it on or off.
DV2000 Mailbox Administration - Service Release 3.0 95 Drop Down Menus– Templates – Notification Notification dialog Message Delivery tab In conjunction with the Address List, the Message Notification Template controls message notification functions. Notifications can be set as Protected, or Map to DTMF. Protected notifications cannot be altered by the subscriber. (MWI On and MWI Off are typically protected) MAP to DTMF notifications can be modified by the subscriber. (Pager notification is often placed in the Map to DTMF section.) Existing notifications can be moved from Protected to Map to DTMF and visa-versa. When a notification is created or modified, Notification can take the form of control of the message waiting indication features of the telephone system, sending a message to a digital pager, or delivery of a message to a cell phone. Use this dialog to: ¨ Review the codes in any Message Notifications template. ¨ Assign a Message Notifications template to the mailbox. ¨ Create a Custom template for this mailbox. Notification settings are used to notify a user of messages in their mailbox. Note, this template is for message notifications; for message delivery, use the Message Delivery tab. You can access this template dialog by creating a new Message Notification template, or opening an existing one. The illustration below shows opening an existing Message Notification Template. Note: this is for notification only; for message delivery instead, use the Message Delivery tab.
DV2000 Mailbox Administration - Service Release 3.0 96 Drop Down Menus– Templates – Notification Use Notifications anytime a subscriber wants to know that messages have been received in their mailbox, or when messages won’t be picked up at the normal office extension, such as for individuals working at home, out of town or at a client’s site. You can use multiple Message Notifications templates for one mailbox -- 9 under All Plans and 9 under DTMF Map (for a description of All Plans and DTMF Map, see Explanation of Fields, below). System-provided templates that are available for assignment include templates for Verbal notification, Pager notification and for turning the Message Waiting Indicator on and off. Note that multiple templates with overlapping time windows will schedule multiple notifications. Make changes or entries in the fields as described below, then use the Save or Save As button to complete the new or modified template. (Note: only the Save As button is available if you accessed this dialog through the New Template option, because you have to give the new template a filename.) Additional Information: Rollovers: If a mailbox has Notification templates assigned, but a message is received when no template time frame is active, the system will search the mailbox for the first template with an active time frame and send the notification at that start time. For example, if a message is received at 10:00 a.m. and the next assigned template start time is 1:00 p.m., then the notification is scheduled for 1:00 p.m. Unsuccessful notifications: If the first notification attempt is unsuccessful, e.g., returns a ring-no-answer for a verbal message delivery attempt, the system will retry as specified by the continue to notify minutes and maximum number of attempts fields. Then, if the maximum attempts are reached, the notification stops. If the active time windows expires before maximum attempts are reached, the system searches for the next active time window and schedules the next notification attempt at the start of that template time frame. This is called “rolling over attempts.” If rollover occurs, the number of attempts counter resets to zero. Multiple notifications: If you can have multiple templates assigned for notifications, the system will schedule an attempt for each active template as long as the Notification Selection (address) and Notification Technique combination is unique. For example, you can have 3 verbal notifications active and each will be scheduled if the address is different for each; if a duplicate address is encountered, however, that event will not be scheduled. Or, you can have different techniques with the same address, such as both a Verbal Notification and a Pager Notification scheduled to the same address. Once a user logs in to his mailbox, all pending notifications are canceled. (The one exception to this is the message waiting indicator light. The user must listen to all new messages before the light is turned off.) Explanation of fields: Notification Event - the class of message for which to notify, generally as assigned by the caller through the user interface. The choices are: ¨ all messages - include priority, urgent, normal and fax ¨ priority messages - played immediately upon mailbox login ¨ urgent messages - played before normal (non-urgent) messages ¨ normal messages - default message class ¨ fax messages ¨ disk storage - notification when disk storage is at 80% of total allowed ¨ subscriber login - triggers a “notification” event, as specified under Notification Technique, below ¨ relay page - allows caller to request page of user on a RNA event Delay the first notification __ minutes - the length of time to wait after receiving a message, before notifying Continue to notify every __ minutes - the frequency with which to attempt subsequent notifications of one message if the first attempt is unsuccessful Not to exceed a total of __ attempts - the number of times to try to notify for one message
DV2000 Mailbox Administration - Service Release 3.0 97 Drop Down Menus– Templates – Notification Notification Address - where to send notification of the message. The choices, which are defined in the Mailbox Address Lists tab under Mailboxes, are: ¨ Office Extension ¨ Office Number ¨ Fax Number ¨ Personal Fax Number ¨ Home Number ¨ Cellular Number ¨ Pager Number ¨ Message Waiting Indicator ¨ Pager Display ¨ Forward to Mailbox Notification Technique - the choices for the message notification technique are: ¨ Verbal Notification ¨ Pager Notification ¨ Message Waiting Indicator OFF ¨ Message Waiting Indicator ON Light for every message – this applies only if the Notification Technique selected is Message Waiting Indicator ON. Click on this button to indicate the MWI should be lit, or turned on, for each message notification. The default is to only send the MWI signal for the first incoming message. Notification Method - the method, or series of steps, used to perform the message notification. This is the Standard Method unless an alternative method has been created and assigned using the Method Editor dialog. Edit Method button – click on this button to change the Notification Method. You can modify the Method file being used or assign a different Method file. Starting at/Ending at - the times of day for which these instructions apply. Click to position your cursor in the hours, minutes or AM/PM portion of the time field. Then use the up and down arrow buttons at the right of the field to scroll through the hours or minutes, or toggle between AM and PM. Days - the days of the week for which these instructions apply. Click on each day to toggle it on or off.
DV2000 Mailbox Administration - Service Release 3.0 98 Drop Down Menus– Templates – Scheduled Mailbox Events Scheduled Mailbox Events dialog Scheduled Mailbox Events template Scheduled Events Template refers to the settings for regularly scheduled, recurring changes for mailboxes using this template. You can use Scheduled Events to change the Automated Attendant mailbox prompts to use time- appropriate greetings. Other applications include office closings, holidays, vacations, etc. You can use multiple Scheduled Events templates for one mailbox, but only one template is active at any one time. The system-provided template(s) are configured for different time-of-day greetings and are pre-assigned to system mailboxes 990, 991 and 0. Important note on Mailbox 990 –Attendant Mailbox: Mailbox 990, the attendant mailbox is, by itself, the after hours greeting and SDA schedule. By adding a Scheduled Event for Open Options, you create the business hours greetings and SDA schedule. Use this dialog to: ¨ Review the codes in any Scheduled Events template. ¨ Assign the Scheduled Events templates to the mailbox. ¨ Create a Custom template for this mailbox. Use this dialog to review, modify or enter the settings for regularly scheduled, recurring changes in the voice mail system. You can access this template dialog by creating a new Scheduled Events template, or opening an existing one. The illustration below shows opening an existing Scheduled Events Template.
DV2000 Mailbox Administration - Service Release 3.0 99 Drop Down Menus– Templates – Scheduled Events tab This is where the business hours auto attendant (mailbox 991) settings are modified. Edit the Day Schedule to change the following: o Which greeting is used during business hours (Default: Greeting #2) o The SDA file used during business hours (Default: Day Menu) o The schedule of the business hours (Default: 8 to 5 M-F) Do not change the Extension, COS File, Use Call Blocking, Busy Greeting, RNA Greeting and Use Call Screening settings in the Day Schedule template. Explanation of fields: Start Date/End Date - the dates for which these instructions apply. ¨ Click on the single large down arrow at the right of the field to pull down a calendar. Use the arrows and scroll bar at the bottom of the calendar to move through months and years (years are supported through 2020). Click on the day you wish to use for the start or end date. ¨ To keep a date and just modify the year, click to position your cursor in the year portion of the date field. Then use the smaller up and down arrow buttons at the right of the field to scroll through years. ¨ If no specific dates apply (i.e., this event should be active all the time), leave these fields blank. Start Time/End Time - the times of day for which these instructions apply. Click to position your cursor in the hours, minutes or AM/PM portion of the time field. Then use the up and down arrow buttons at the right of the field to scroll through the hours or minutes, or toggle between AM and PM. Restrict to - the days of the week for which these instructions apply. Click on each day to toggle it on or off. Holiday Override – click on this button to supersede any other scheduled events; this template will execute regardless of any overlapping time periods in other Scheduled Events templates. When Active Change: When the dates/times/days indicated have been reached, the event is considered “active.” Upon activation, the settings entered in the following fields will take effect, superseding any previous settings. SDA file – the Single Digit Actions file to use. Click on the down arrow to pull down the selection list. Extension - the extension for this mailbox. COS file - the system Class of Service template to use for this mailbox. Click on the down arrow to pull down the selection list. Use Call Blocking - check to turn call blocking functionality on, uncheck for off. Call Blocking Greeting - the number of the prompt to use for the call blocking greeting, or zero if no prompt. Busy Greeting - the number of the prompt to use for the extension busy greeting, or zero if no prompt. RNA Greeting - the number of the prompt to use for the ring-no-answer greeting, or zero if no prompt. Use Call Screening - check to turn call screening functionality on, uncheck for off. Buttons Save - save the file being edited and return to the Main Menu. Save As - allows you to specify a new file name to save the changes you have just made. Cancel - leave this dialog without saving any changes. Help - display the online help topic for this dialog.
DV2000 Mailbox Administration - Service Release 3.0
100 Drop Down Menus– Templates – Single Digit Action Single Digit Mailbox Action Codes dialog
Single digit codes that can be used include 0-9, A-D, and the symbols * and #. In addition, actions can
be specified for no input (NI), which is typically used to specify what mailbox to route to next, and
detected facsimile tones (FaxFreq). Single Digit Access tab Single Digit Access is the menu of keystrokes available in each mailbox
that enable the caller to transfer to another extension, to the operator, to the directory,
etc… Single digit codes that can be used include 0-9, A-D, and the symbols * and #. In addition,
actions can be specified for no input (NI), which is typically used to specify what mailbox to route to
next, and detected facsimile tones (FaxFreq).
Action codes define the flow of the voice mail system. For example, if a caller transfers to a mailbox
and receives a ring-no-answer, busy signal or voice mail, the action codes define what actions are
available to the caller.
Use this dialog to:
¨ Review the codes in any Single Digit Action Codes template.
¨ Assign a different Single Digit Action Codes template to the mailbox.
¨ Create a Custom template for this mailbox.
You can access this template dialog by creating a new Scheduled Events template, or opening
an existing one. The illustration below shows opening an existing Scheduled Events
Template.