DuVoice DV2000 Mailbox Administration Instructions Manual
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DV2000 Mailbox Administration - Service Release 3.0 101 Drop Down Menus– Templates – Single Digit Action 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. Deviation from the Standard template should only be used to customize the flow of the voice mail system. The Standard template has assigned codes as follows (refer to the Explanation of Fields section below for complete descriptions of the fields and sections on the dialog): ¨ Press 3 to send a Fax. ¨ Press 4 to look up a subscriber’s name (directory services). ¨ Press * to log in to a mailbox. ¨ Press 9 to leave a message. ¨ Press 0 to transfer to the operator (mailbox 0). ¨ Press # to signal the end of an entry. Templates Menu 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: Single Digit Actions: 1, 2, 3, 4, 5, * 6, 7, 8, 9, 0, # A, B, C, D, NI, FaxFreq - Enter a mailbox number, or click on the down arrow by the action code field to select from a pull-down list, which includes: ¨ Login ¨ Direct Message ¨ Directory ¨ Disconnect ¨ DTMF Mask ¨ Fax ¨ any IVR scripts available Seconds to Wait for Input - the time, in seconds, that the system will wait for a response (input) from the caller before routing to the mailbox specified by the NI code. Restrict to Single Digit Entry – do not allow more than one digit to be used as a single response. Buttons OK - save changes for this mailbox and return to Main Menu. Cancel - leave this dialog without saving any changes. Apply - save changes for this mailbox and remain on this dialog. Help - access the online help topic for this dialog
DV2000 Mailbox Administration - Service Release 3.0
102 Touch Tone Administration Touch Tone Administration
Touch Tone administration allows administrator(s) to use a designated mailbox or mailboxes to create,
delete, and edit mailboxes and to create, delete, and edit system wide distribution lists.
The administrator mailbox is designated in the owner-setting screen of mailbox administration.
To access administration, the administrator simply accesses his or her mailbox, enters the password, and
selects option 8 from the main mailbox menu. To avoid possible conflicts, be sure to limit Touch Tone
administration sessions to one administrator at a time. Note also that if the Mailbox Administration screen
is open during a touch tone administration session, it will not automatically refresh to reflect changes made
until the screen is re-opened.
1 2 3 4 5 6 7 8
1 2 3 4
Select MB Select MB Select MB Select List
90-98
1 2 1 2 3 Listen to New/Rvd MessageListen to Archived MessagSend a Message Change Mailbox GreetingChange Mailbox Settings Recover Deleted MessagManage List & Folders Enter Admin Mode Create a Mailbox Delete a Mailbox Edit a Mailbox Edit a System
Dist. List Review List Add Mailbox Create a Mailbox Change Password Reset Mailbox Prompts
DV2000 Mailbox Administration - Service Release 3.0 103 Mailbox Features Types of messages Depending on class of service settings, voice messages can be left in mailboxes as urgent, priority, private, or regular messages. In addition, fax messages may be left in the mailbox as well. - Priority messages are played immediately upon log in. If message notification or delivery functions are set for priority messages, these notifications or deliveries will occur. - Urgent messages play before any other messages. If message notification or delivery functions are set for urgent messages, these notifications or deliveries will occur. - Normal messages play before any reviewed messages. - Reviewed If the subscriber ‘skips’ a message after listening to it, it becomes a Reviewed message - Archived Reviewed messages can be Archived (also known as ‘saved’) in one of 9 Archived files. - Fax If the mailbox has been programmed to receive fax messages, they can be deposited in the mailbox as well. Messages can also be marked as - Private messages cannot be forwarded - Return Receipt messages generate a receipt when the recipient listens to them. Accessing Voice Mail – From the subscriber’s phone, the subscriber will typically press a button designated for voice mail access and, when prompted, enter a password. (The default mailbox password is 1234) From outside the office, the subscriber calls the automated attendant telephone number, when the voice mail system answers, the subscriber enters * followed by the mailbox number and is then prompted to enter a password. Once the subscriber logs into the mailbox, the system will immediately play any priority messages. After Priority messages are played, the system will announce the number of Urgent, New, and Reviewed messages in the subscriber’s mailbox and then play the Main Menu options: DV2000 User Menu The Main Menu - 1 To Listen to New / Reviewed Message 2 To Listen to Archived Messages 3 To Send A Message 4 To Change Mailbox Greetings 5 To Change Mailbox Settings (Passwords, Notification) 6 To Recover a Deleted Message 7 To Manage Message Distribution Lists and Folders Menu (Distribution Lists, Archive Folders) * To Exit Subscriber Mode 9 To Disconnect User Voice Mail Features Subscribers use mailboxes to manage voice and fax messages, record personal greeting and name, configure message notification schedules and functions and to manage distribution lists and message storage folders. Mailbox features are assigned in Mailbox Administration. Some of the features described in this section may not be available in all mailboxes. If you have questions as to the availability of features in a particular mailbox, please contact your system administrator.
DV2000 Mailbox Administration - Service Release 3.0 104 1 To Listen to New / Reviewed Message If the mailbox contains Urgent messages, these messages will be played first. Next, New messages are played. Finally, Reviewed messages are played. During message playback, the following menu is in effect: 1Delete Message The system will respond, “Message deleted.” Deleted messages do not appear in the saved or archived message queues. Within 24 hours of being deleted, these message can be recovered by using the undelete command. (See below) 2Archive Message The system will respond, “Please enter the folder number from one to nine” After the subscriber enters a folder number; the system responds, “Your message has been archived in [the recorded name that the subscriber has made this folder]” 3Skip Turns the current message into a reviewed message and moves on to the next message. 4Rewind Rewinds the message the amount of time specified in Class of Service (default 5 seconds) 5Pause Pauses the message playback the amount of time specified in Class of Service (default 30 seconds) 6Fast Forward Skips forward in the message the amount of time specified in Class of Service (default 5 seconds) 7Increase Volume Each press of this key increases the playback volume for this message. * Decrease Vol. Each press of this key decreases the playback volume for this message. 8Speed-up Each press of this key increases playback speed for this message. 0 Slow-down Each press of this key decreases playback speed for this message. After the message has been played, the following menu is played, and is in effect: 1Delete Message The system will respond, “Message deleted.” Deleted messages do not appear in the saved or archived message queues. Within 24 hours of being deleted, these message can be recovered by using the undelete command. (see below) 2Archive Message The system will respond, “Please enter the folder number from one to nine” After the subscriber enters a folder number; the system responds “Playing messages from [the recorded name the subscriber has given this folder]” and will immediately play the first message from that folder. 3Skip Turns the current message into a reviewed message and moves on to the next message. 4Replay Message Replays the current message from the beginning. 5Forward Message The system will respond, “Enter the destination mailbox, followed by the pound key. To send a distribution list, press the star key followed by the destination list number you wish to send. For directory services, press sta,r star, or to return to the previous menu, press pound.” Once a mailbox or distribution list is selected, the system will respond: “Your message will be sent to [the name recording for that mailbox or distribution list]”, and the following menu will be in effect: [The next destination mailbox]# 1Send message now (with no additional comment) *[Distribution list number] ** Directory Services #Record a comment The caller can add mailbox numbers or distribution lists until he or she presses 1 to send the message or # to record a comment 6Send Reply to Message If the message originates from another mailbox or - in certain PBX integrations - a telephone that has a mailbox on this system, the recipient of a message can reply to the message by hitting this key. After responding, the subscriber can delete, skip, or archive the message 8Message Info Pressing this key gives the ‘history’ of the message including where the call came from (outside caller, or another subscriber on the system), when it arrived, and, if the message was forwarded, when the original message was deposited 9Hang Up *Return to Previous Menu
DV2000 Mailbox Administration - Service Release 3.0 105 For simplicity, both menus are together. In other words, in the message menu, the digit 4is Rewind. In the post message menu, the digit 4is Replay. During message playback, 4 rewinds five seconds, and #4 replays the entire message. The menu shown in the user guide is: 1Delete Message 2Archive Message 3Skip (Save as Reviewed) 4Rewind #4Replay Message 5Pause #5Forward Message 6Fast Forward #6Send Reply to Message 7Increase Volume * Decrease Volume. 8Speed-up 0 Slow-down #8Message Info #9Hang Up #*Return to Previous Menu 2 To Listen to Archived Messages The system responds: Playing messages from [the recorded name the subscriber has given this folder]” and will immediately play the first message from that folder. Once the message has begun to play, the functions in the Archived Message Menu are the same as those in the New / Reviewed Message Menu 1Delete Message 2Archive Message 3Skip (Save as Reviewed) 4Rewind #4Replay Message 5Pause #5Forward Message 6Fast Forward #6Send Reply to Message 7Increase Volume * Decrease Volume 8Speed-up 0 Slow-down 3 To Send A Message · Enter destination mailbox or press *, followed by a Distribution List number. · Press #to begin recording your message. · Press #to end the recording. Then: 1 Send Message (& return to main menu) 2 Mark as Urgent Messages marked as urgent are played first among new messages and will generate whichever urgent notification or delivery functions have been programmed for this mailbox. 3 Mark as Private Messages marked as private cannot be forwarded to other subscribers. 4 Request Return Receipt When a message is marked for return receipt, you will receive a confirmation message to indicate that the recipient has listened to the message you sent. The receipt includes the dime and date you sent the message and the time and date the message was heard along with a copy of the message itself. 5 Review Message This function allows you to hear the message before you send it. 6 Add to your message This function allows you to append to the message before you send it. 7 Re-record Message This function allows you to append to the message before you send it. 9 Mark as Priority Message Messages marked as Priority play immediately upon log in. * Return to Main Menu (without Sending) This function cancels message send and returns you to the main menu. The subscriber can assign as many of the above features to a message as the subscriber’s Class of
DV2000 Mailbox Administration - Service Release 3.0 106 Service will allow. 4 To Change Mailbox Greetings There are nine prompts available for use in each mailbox. Any of these prompts can be assigned to play in the four greetings on the system: the RNA Greeting, Busy Greeting, Blocking Greeting and Name Extension Greeting. The Busy Greeting plays when a call is forwarded to voice mail from a station that is in use. The RNA Greeting plays when a call is forwarded to voice mail from an unanswered station. The Blocking Greeting plays when a call is forwarded to a mailbox when the station is in DND, when the mailbox is in a Blocked configuration, or when a caller reaches the mailbox by pressing a single digit action which sends the call directly to the mailbox. Some telephone systems send unique integration information to the voice mail system for calls that reach voice mail because the station is busy, Ring No Answer (RNA), or in do not disturb. Most telephone systems do not send this information. On these systems, calls that reach voice mail because the station is Busy, RNA, or in DND are all answered in the same manner. See your system administrator for information on your telephone system’s capabilities. The subscriber can define which prompt is used for the busy, no answer, and call-blocking prompt. By default, prompt number 2 is assigned to the Busy Greeting, Ring No Answer Greeting, and to the Call Blocking Greetings. Prompt number 9 is assigned to the Name Extension Greeting. 1 Change Ring No Answer Greeting The system will play your current Ring No Answer greeting, and then the following menu is in effect: 1 Accept this greeting 2 Re-record this greeting 3 Assign a new mailbox prompt to this greeting The system responds: Please enter the greeting number from one to nine that you would like to use, or to return to the previous menu, press star. 2 Change Mailbox Name / Extension Greeting The system will play your current Mailbox Name greeting, and then the following menu is in effect: 1 Accept this greeting 2 Re-record this greeting 3 Change Mailbox Prompts (greetings 2 through 9) 1 Record Mailbox Prompts 2 Change Mailbox Prompt Assignments 1 Review mailbox prompt assignments The default response is: Your ring no answer greeting is two, your busy greeting is two, your call blocking greeting is two. 2 Change ring no answer greeting The default response is: Please enter the greeting number from one to nine that you would like to use. To deactivate this greeting, press zero, or to return to the previous menu, press star. 3 Change call blocking greeting The default response is: Please enter the greeting number from one to nine that you would like to use. To deactivate this greeting, press zero, or to return to the previous menu, press star 4 Change busy greeting The default response is: Please enter the greeting number from one to nine that you would like to use. To deactivate this greeting, press zero, or to return to the previous menu, press star * Return to Main Menu # Review Options
DV2000 Mailbox Administration - Service Release 3.0 107 5 To Change Mailbox Settings 1 Change Call Blocking Toggles the Call Blocking feature. If call blocking is on, callers who dial your extension number in the automated attendant go immediately to your call-blocking greeting. 3 Message Notifications 4 Change Password Allows the subscriber to change the mailbox password. 5 Change Address List Allows the subscriber to change the addresses used in message notification and message delivery. 1 Change an existing mailbox address The system will prompt for each address that already exists. 1 Pager Changes the number displayed on the digital pager 2 Office number Defines a message delivery number 3 Fax number Defines a fax message delivery number 4 Personal fax number Defines a fax message delivery number 5 Home number Defines a message delivery number 6 Cellular number Defines a message delivery number 2 Add a New Mailbox Address The system will prompt for each address that is included in the COS for this mailbox 1 Pager Changes the number displayed on the digital pager 2 Office number Defines a message delivery number 3 Fax number Defines a fax message delivery number 4 Personal fax number Defines a fax message delivery number 5 Home number Defines a message delivery number 6 Cellular number Defines a message delivery number 6 Turn Tutorial On Re-instates the new user tutorial * Return to Main Menu # Review Options 6 To Recover a Deleted Message Deleted messages remain in a ‘deleted message queue’ after they are deleted. As long as the message is in the deleted message queue, the subscriber can recover the message using the Un-Delete feature). The system default time for this queue is 24 hours. Your system may have a different deleted message queue time. After the un-delete function is selected, the first message in the un-deleted queue will play. While the message is playing, press # to hear recovery options. They are: 1 Skip to the Next Message (without recovery) 2 Recover Message Recovered messages now appear as reviewed messages in the mailbox. * Return to Main Menu # Review Options
DV2000 Mailbox Administration - Service Release 3.0 108 7 Lists and Folders Menu The subscriber can manage Distribution Lists and Archive Folders from the mailbox. The Distribution List feature enables the subscriber to send or forward one message to all of the mailboxes that appear on one or more lists. The subscriber can manage lists 1 – 9. Each list can have as many members as desired. To send distribution list messages, or to forward a message to a distribution list, simply enter * followed by the list number anywhere you would enter a mailbox number as the destination for a message 1 Distribution List Maintenance (enter list number 1-9) 1 Review Current List Plays a list of all of the members on the list. If there are no members in the list, the system will respond, “I’m sorry but this list does not contain any mailboxes” 2 Add a mailbox After entering a mailbox number, the system responds with “[Name Extension recording] has been added. Please enter the mailbox number to be added to your list. Or, to return to the previous menu, press star.” 3 Remove a mailbox After entering a mailbox number, the system responds with “[Name Extension recording] has been removed from the list. Please enter the mailbox number to be removed from your list. Or, to return to the previous menu, press star.” 4 Record a name for the List Allows the subscriber to record a descriptive name for the list. 2 Archive Folder Maintenance (enter folder number 1-9) Messages can be saved in archive folders numbered 1 through 9. For convenience, the subscriber can record a descriptive name for each of these lists. After entering a folder number, the system responds with: 1 Record Folder Name * Return to Main Menu * To Exit Subscriber Mode Returns the caller to the main greeting. Note: Some features are available based on Mailbox Class Of Service. Not all features are available to all subscribers. See your system administrator for details. © 2000 DuVoice Corporation www.duvoice.com
DuVoice Corporation Mailbox Administration SR3.0 109 Index A Add Restriction dialog................................................................................................................................................44 Arrange by Description option...........................................................................................................................................21 Arrange by Extension option.............................................................................................................................................21 Arrange by Name option....................................................................................................................................................21 Arrange by Number option................................................................................................................................................21 C Class of Service - Subscriber Settings tab...................................................................................................................28, 87 Copy Mailbox dialog.........................................................................................................................................................14 Copy option........................................................................................................................................................................14 D Delete mailbox dialog........................................................................................................................................................74 Delete option......................................................................................................................................................................15 Delete Template dialog......................................................................................................................................................83 Detailed Message Information...........................................................................................................................................18 E Edit Address dialog............................................................................................................................................................41 I Import Fax Document........................................................................................................................................................20 M Mailbox Creation Wizard - Create.....................................................................................................................................72 Mailbox Creation Wizard - Extension Numbers................................................................................................................71 Mailbox Creation Wizard - Mailbox Numbers..................................................................................................................70 Mailbox Creation Wizard - Welcome................................................................................................................................69 Mailbox Prompt Detail dialog......................................................................................................................................25, 33 Mailbox Search option.......................................................................................................................................................21 Message Information dialog...............................................................................................................................................18 Message Information option..............................................................................................................................................17 N New option.........................................................................................................................................................................21 O Open option......................................................................................................................................................................14 Owner Settings tab.............................................................................................................................................................24 R Release Subscriber Lock option.........................................................................................................................................20 Reset Mailbox option.........................................................................................................................................................16 Reset Single Mailbox dialog..............................................................................................................................................16 Reset Statistic option..........................................................................................................................................................15 S Scheduled Events dialog....................................................................................................................................................19 Scheduled Mailbox Events dialog................................................................................................................................98 U Using Online Help............................................................................................................................................................10