Inter-Tel Axxess Administrators Guide

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Voice MailCallers gain access to the Voice Mail application in the following ways:
•By dialing the telephone number or extension number assigned to the Voice Mail appli-
cation
•By being transferred to the Voice Mail by the automated attendant
•By being forwarded to the Voice Mail when a called station is unavailable (via the Call
Forwarding or System Forwarding features)
•By responding to message waiting indications
Callers will hear the Voice Mail company greeting and recorded instructions that tell them
what to do next. Users simply listen to the prompts and press the keypad key that corresponds
to the desired choice. If the user does not respond immediately, a second set of prompts is
played.
Most prompts are interruptible, and users can press the desired key at any time during the
prompt. The prompt will then stop and the system will act on the requested choice.
MAILBOXES
A mailbox is a storage location on the AXXESSORY Talk PC hard disk that stores all mes-
sages that have been directed to it. (The hard disk also stores prompts, greetings, and special
programming.) Each “Mailbox Owner” (member of the voice message system) is assigned a
unique mailbox number. At system default, the passwords are the same as the mailbox num-
bers. (For example, the default password for mailbox 1001 is “1001.”)
There are three types of mailboxes on the voice mail system: Standard, Receive-Only and Sys-
tem Administrator. There can also be Extension IDs which are stations that do not have mail-
boxes, but that are included in the recorded directory. 
•The Standard mailbox owner receives all of the available options as authorized through
database programming. Standard mailbox features include: 
—Listening to new messages
—Recording and sending messages
—Deleting and restoring messages
—Saving messages
—Personal options (greeting, password, etc.)
—Remote messaging (if authorized through database programming)
•A Receive-Only mailbox type may only listen to new messages, save, delete, or recover
them and access personal options. This type of mailbox is restricted from recording and
sending messages and has no access to remote messaging.
•There can be only one voice mail System Administrator. The voice mail System
Administrator has all of the options a Standard mailbox owner has, plus these features:
—Record and send broadcast messages to all mailbox owners of the voice mail sys-
tem
—Provide mailbox and group list maintenance
—Record and select Custom Audiotex Recordings 
						

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Voice Mail •Extension IDs are used in transferring calls through the Automated Attendant or using
the Extension Directory. The extension ID allows callers to be transferred to station
extensions which do not have mailboxes and allows the station user to record a direc-
tory name and set up a password.
Calls transferred from the AXXESSORY Talk Automated Attendant or a Call Routing
Announcement application to a station with a mailbox can be screened, announced, or unan-
nounced. Separate programming flags determine the methods used for transferring calls to sta-
tions with mailboxes. See page 152 for details.
During database programming, each mailbox is assigned a dial-0 operator destination. When a
caller presses   while listening to the mailbox’s personal greeting or recording instructions, or
while recording a message, the operator destination is called. The operator can be one of the
following types:
•Mailbox: If the operator is a mailbox, the caller will hear the operator destination’s per-
sonal greeting after pressing  .
•Station extension number: If the operator destination is an extension number, the
caller will hear the Automated Attendant transfer prompt while the call is placed to the
extension number (“Please hold while I transfer your call to...”), unless it has been dis-
abled at the mailbox. If the station user does not answer, the caller will be asked if he
wants to leave a message, if the operator’s extension has an associated mailbox. If the
caller chooses not to leave a message, the call returns to the main menu of the applica-
tion being used (Call Routing Announcement, Voice Mail, or Auto Attendant).
•Application extension number: If the operator destination is an application’s extension
number, the call is transferred to that application’s main menu.
•Operator: If the operator destination is set to “Operator,” the caller will be transferred
to the operator destination programmed in the AXXESSORY Talk database.
•None: If the operator destination is set to “None,” the   will be ignored.
GROUP LISTS
Group lists are programmed in the database. They are lists of mailboxes that can be used by
any mailbox owner for sending messages to several mailboxes simultaneously. The informa-
tion that is programmed for group lists include the following:
•Group list description
•Group list number
•Mailboxes included in the list
There can be up to 100 group lists in the system and up to 100 entries per group list.
Group Lists are not included in the Automated Attendant or Voice Mail directories. 
Instructions for using group lists are given on page 230.
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Message Notification To Stations
MESSAGE NOTIFICATION TO STATIONS
Each mailbox has a programmed Message Notification Station. This is usually the extension
number that matches the mailbox number (associated mailbox). However, a different number
can be used for the mailbox’s message notification station (non-associated mailbox).
•Associated: When the extension number, message notification number, and mailbox
number for a station all match, that station user can forward calls to voice mail and have
the call go directly to the associated mailbox’s personal greeting. (Even if other mail-
boxes use that extension number as their message notification extension.)
•Non-Associated: The extension number assigned as the Message Notification Station
for a non-associated station is an extension number that does not match the mailbox
number. (For example, a hunt group pilot number can have a mailbox, but the message
notification must be sent to a specific station so that a message lamp can be lit or mes-
sage notification signal can be sent.) If a station user’s extension number does not match
a mailbox number, and the station user forwards calls to voice mail, the caller will hear
the main voice mail greeting and must enter a mailbox number.
When a mailbox receives a message, the message notification station is signaled. If it is a key-
set, the MSG key is lit and the display shows that a message has been received. A single-line
set will receive message waiting signals, if enabled system-wide.
CASCADING REMOTE MESSAGE NOTIFICATION
Remote Messaging is a voice mail feature that is enabled through database programming.
Mailbox owners may program a series of specific telephone numbers (a “cascade”) for the
voice mail system to call when new messages are received by their mailboxes. Refer to
page 234 for instructions on setting up remote messaging.
Each mailbox can have a Primary and/or an Alternate notification cascade of numbers. The
notification numbers are programmed to be accessed during specific days and times.
The voice mail system monitors the mailboxes continuously. During monitoring, if new mes-
sages have been received, the system will check to see if Primary notification is turned on. If it
is, the system will check the day and time programming. If the current time is within the pro-
grammed notification day and time, the voice mail system will make the notification call(s) to
the numbers in the Primary Notification cascade. If Primary Notification is turned off or if the
day or time does not match, the voice mail system will immediately make the same check for
Alternate Notification and possibly place calls to the numbers in the Alternate Notification cas-
cade. 
When the AXXESSORY Talk makes a notification call, it moves through the appropriate noti-
fication cascade level by level as determined by the notification and retry programming
described below. When the system reaches the last level in the cascade, it will return to level 1
and begin again, if necessary.
If the system is not able to place the call within the parameters of the programmed notification
day and time (due to busy facilities or invalid programming), the mailbox will receive a mes-
sage stating that notification could not be completed (the mailbox owner will hear the message
next time he or she accesses the mailbox.) 
						

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Message Notification To Stations The number of calls that the AXXESSORY Talk can process simultaneously is determined by
the Maximum Number of Outgoing Calls flag. It defaults to 2, but can be programmed to use
all of the enabled AXXESSORY Talk voice channels. 
All Messages, Priority Only, And Each New Message Flags
When the mailbox is being programmed for remote notification, message notification can be
set to place the notification call when any message is received or only when priority messages
are received. (This defaults to “All Messages.”) Another mailbox flag, called “Call For Each
New Message” determines when the AXXESSORY Talk will attempt to make the notification
call when more than one message is waiting to be heard:
•If the Call For Each New Message flag is enabled, the AXXESSORY Talk will attempt
immediate notification each time a new message (or priority message, depending on the
option selected) is received, regardless of the status of the applicable retry timer. If a
retry is in progress, it will place the call to the number on the cascade table that would
have received the retry call, as described below. (For example, if the AXXESSORY
Talk was on level 3 of a cascade, attempting retries, it will not start over again at level
1. It will place the call to level 3.)
•If the Call For Each New Message flag is disabled, new messages will not generate a
remote notification attempt until you have logged on and listened to the waiting mes-
sage(s). (However, retry calls will be attempted if the applicable retry timer expires, as
described below.)
Retry Call Attempts
The mailbox can be programmed to retry notification calls when it encounters a busy trunk or
trunk group. Each cascade level can be programmed with a Number of Call Attempts value of
1-1000 calls. 
If the mailbox user accesses the mailbox between the time the message is received and when
remote notification is successful, the system will stop attempting remote notification. It is
assumed that the mailbox user listened to the message when the mailbox was accessed. How-
ever, the MSG key at the station will remain lit if there are any messages that have not been
heard. 
Each level also has a Number Called Busy timer, and a Pager Notification Retry timer or Per-
sonal Number No Answer timer. These timers determine how long the AXXESSORY Talk will
wait before making the next notification attempt when messages are waiting to be heard
(unless it is overridden by the Each New Message flag). These timers can be set to a value of
0-255 minutes. If set to 0, it retries the cascade level immediately, for as many attempts as
allowed by the Number of Call Attempts field. If the message(s) have not been picked up by
then, the system moves to the next cascade level. The default setting for the Pager Notification
Retry timer is 20 minutes. The Number Called Busy and Personal Number No Answer timers
default to 5 minutes.
NOTE The 0-minute timer value should be used cautiously. If the system is forced to make
several calls in quick succession, it will impair the AXXESSORY Talks ability to place other
outgoing calls. It should be used primarily with cascades in which all of the members wish to
receive notification at approximately the same time. In this case, all levels except the last could
be set to 0-minute retries with 1 allowed call attempt. However, the last level in the cascade
should be programmed with a longer Pager Notification Retry timer so that the system does not
continuously cycle through the cascade levels. (Continuous cycling is also prevented some-
what by a per-mailbox 15-call limit. Due to FCC regulations, the AXXESSORY Talk can
allow a mailbox to make only 15 calls in rapid succession without a 10 minute pause.) 
						

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Message Notification To StationsNotification Numbers
Each cascade level has a programmed notification number that can be an extension number or
an outside telephone number. 
When an outside telephone number is used, the system will access an outgoing trunk using the
code programmed for that level that contains a pre-programmed trunk access code and fol-
lowed by an outgoing access termination feature code, if needed. 
Notification calls to outside telephone numbers can be sent to a pager or to a number where a
person will answer (personal number). 
•If the call goes to a pager, the system will dial the programmed Pager Dial String, then
disconnect the call. The dial string should include any digits that the paging company
requires when the call is answered, the pager LCD number, and the pager termination
code, if needed. Also, if desired, the pager string can be programmed to show the num-
ber of the mailbox that placed the call and/or the number of waiting messages in the
mailbox.
•If the call goes to a personal number, the system will play a prompt announcing that the
call is from voice mail, play the directory name or mailbox number that originated the
call, and user instructions. The listener can then enter the mailbox number’s password to
gain access to the mailbox and hear the message. The listener has three chances to enter
a correct password. If the system receives an incorrect password three times, the voice
mail system will disconnect the call immediately and the attempt is considered unsuc-
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Using Voice Mail
USING VOICE MAIL
Mailbox voice mail features include the following:
•Listen to new messages, if any
•Send a message
•Listen to saved messages, if any
•Set personal options
•Set up remote messaging, if enabled
When you enter the mailbox, the Voice Mail application may play one of the following mes-
sages:
•Mailbox almost full or full: If a mailbox is full, no new messages can be received at
that mailbox until you delete waiting or saved messages.
•Message count: A prompt tells you how many messages are waiting to be heard, if any,
and how many are priority messages.
•Remote messaging: A prompt will indicate whether primary or alternate remote mes-
saging is selected when remote messaging is enabled. It will also alert you if a program-
ming error has been detected and/or whether the system encountered busy resources
when attempting to place a remote messaging call.
ACCESS TO A MAILBOX
You can access your mailbox by following these steps:
  (1)Dial the Voice Mail application access number. You hear the main menu.
  (2)During or after the greeting, press   to identify yourself as a mailbox owner.
  (3)Enter your mailbox number and personal password.
INITIALIZING A MAILBOX OR EXTENSION ID
The first time you use Voice Mail, you must customize the mailbox. System prompts will
instruct you to:
•Change the default password number (same as the mailbox number) to a personal pass-
word. NOTE: To provide system security, all mailboxes should have a password. To
make the passwords difficult to guess, they should not match the mailbox number or
consist of one digit repeated several times. The default password should be changed the
first time the user logs in. This is especially important in the System Administrator’s
mailbox which, allows programming access to the AXXESSORY Talk.
•Record a name to identify the mailbox owner in the company directory. (Directory
names can be up to 1 minute in length.)
•Listen to the Voice Mail application introduction. (You can skip this introduction by
pressing #, if desired.)
T
O INITIALIZE A MAILBOX OR EXTENSION ID:
  (1)Dial the Voice Mail extension number. (You hear the main menu.)
  (2)Press   to identify yourself as a mailbox owner.
  (3)Enter your mailbox number and default password. (Your default password is your mail-
box number.)
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Using Voice Mail  (4)If you want a password, enter a new password using digits 0-9 (up to 12 digits). Then
press  . Voice Mail plays back your password.
  (5)If you do not want to use a password, just press  .
  (6)Press 
 to accept the entry. (Or, press  if you wish to re-enter your password.) The
system prompts you to record your directory name.
  (7)After the tone, record your first and last name. When finished, press  .
  (8)Press 
 again to accept the name. (Or, press  to replay the name you just recorded,
press 
 to add to your name, or press  to erase and re-record it.)
  (9)The system then plays a prompt that introduces you to the basic Voice Mail features.
(You can skip this introduction by pressing  , if desired.)
Once your mailbox is initialized, you may use any of the mailbox features provided. To record
a personal greeting, or to change your password or directory name, refer to paragraph  on
page 232.
LISTENING TO MESSAGES
There are three types of voice mail messages:
•New Messages are messages that you have not yet heard, including Broadcast Mes-
sages from the voice mail System Administrator and system-sent messages. They are
played in the order they were received, except that messages marked “priority” are
played first. Some special messages that may be played include the following:
—Message receipt: If you send a certified message, a system message will be played
when the recipient has listened to the message.
—Caller Information: If a call was placed to your mailbox on a trunk that supports
the Caller ID feature, and the caller hung up without leaving a message, a system
message will be played informing you that the calling party did not leave a mes-
sage. It will also include, within the corresponding message envelope, the number
of the calling party as the message source.
—Security violation: The voice mail system has an extra security measure built in
which plays a message, when you log into your mailbox, that tells you if three
invalid attempts have been made to access your mailbox within a single call. This
announcement message will be sent to your mailbox each time this situation
occurs. It is received as a new message and is accompanied by a message envelope.
•Saved Messages are messages that you previously listened to and saved (or deleted and
restored). You can play them back, as necessary, in the order they were saved.
•Undeliverable Messages: When you leave a message for a mailbox on another node,
and it cannot be delivered, it will be returned to you as an undeliverable message.
The Return Call feature allows voice mail users to return a call to the person who left a mes-
sage, as long as the call was received from an extension number or an outside number with
Caller ID. It is part of the “Reply” option described in the procedure on the next page.
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Using Voice Mail Whenever you access Voice Mail as a mailbox owner, you are told how many new and saved
messages you have. From the Main Menu:
  (1)EITHER, Press 
 to listen to your new messages.
OR, Press   to listen to your saved messages.
  (2)The system plays each message in the queue selected. While you are listening to a mes-
sage, you can use the following options:
 •Press 
 to skip to the end of the recording.
 •Press   to back up.
 •Press   to pause. (Then press any key to continue.)
 •Press   to skip ahead.
 •Press   to lower the volume.
 •Press   to play the message envelope again.
 •Press   to raise the volume.
 •Press   to save the new message in your mailbox.
 •Press   to delete the message from your mailbox.
  (3)When the message has finished playing, you have the following options:
 •Press   to replay the message from the beginning.
 •Press   to reply to the message. You can then do one of the following:
Press   to leave a voice mail message for the caller. If the caller had a mail-
box number, it will ask you to verify the destination by pressing  . If the
number was not associated with a mailbox, it will ask you to enter a mailbox
number. If the message was from an outside caller, you cannot leave a voice
mail message.
Press   to make a return call. Your call will be transferred automatically to
the caller’s extension or telephone number, if available. If the extension num-
ber is not available, you will have the option of leaving voice mail. If the tele-
phone number is not available, you cannot reply to the message.
 •Press   to forward a copy of the message to another mailbox owner. If you want
to include introductory comments, press   and record an introduction. If not,
press   to forward the message without an introduction.
 •Press   to listen to the previous message.
 •Press   to play the introductory message “envelope” again.
 •Press   to listen to the next message.
 •Press   to save the new message in your mailbox.
 •Press   to delete the message from your mailbox.
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Recovering Deleted Messages
RECOVERING DELETED MESSAGES
This feature allows you to “undo” the Delete Message operation and restore previously deleted
messages. The messages will be restored to your saved-message queue. You have a set amount
of time to recover messages, depending on database programming (up to 24 hours). After that,
voice mail will erase them. 
To recover deleted messages, do the following:
  (1)Dial the Voice Mail application access number. You hear the main menu.
  (2)During or after the greeting, press   to identify yourself as a mailbox owner.
  (3)Enter your mailbox number and password.
  (4)When you hear the Main Menu list of options, press   to select Message Options.
(Executive Keyset Users will also see Message Options on their display menu.)
  (5)The next prompt gives you the option of recovering deleted messages. Press   to con-
tinue.
  (6)Your options are:
 •Press   to listen to your deleted messages and choose which ones to delete or
recover. After each message you can:
—  Press   to replay the message.
—  Press   to reply to the message.
—  Press   to forward the message to another mailbox.
—  Press   to listen to the previous message.
—  Press   to replay the message envelope.
—  Press   to listen to the next message.
—  Press   to recover the message.
—  Press   to purge the message from your mailbox.
 •Press   to recover all of your deleted messages and store them as saved messages.
 •Press   to purge all of your deleted messages so that they are erased from voice
mail.
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Sending A Message
SENDING A MESSAGE
You can record and send voice messages to other users from the Main Menu. Follow these
steps:
  (1)Dial the Voice Mail application access number. (You hear the main menu.)
  (2)During or after the greeting, press   to identify yourself as a mailbox owner.
  (3)Enter your mailbox number and personal password.
  (4)When you hear the Main Menu, press   to send a message.
  (5)Dial the desired mailbox number or group list number. If you do not know the mailbox
number, you can press   to access the company directory to locate and select the mail-
box. See page page 237 for directory instructions. Group lists are not included in the
directory.
If the mailbox is full, a prompt will notify you that the mailbox cannot receive mes-
sages. However, it will allow you to leave a message at another mailbox. Leave your
message with another mailbox owner or try again later.
  (6)After hearing the name, press   to accept it.
  (7)When you hear the tone, record your message. When finished, hang up or press   and
go to the next step.
NOTE If the system detects silence for longer than 5 seconds, it will prompt you to
speak up. The recording, if any, will remain unchanged.
To pause while recording: Press  . To continue, press any key. (The pause length is
determined by the Pause Voice Mail timer.)
To erase your message: Press  .
If you exceed the maximum allotted time for message length, a prompt will notify you
and allow you to re-record the message or send the message as it is.
If Voice Mail is full, a message will notify you that it cannot accept your message. Hang
up and try again later.
  (8)When you have completed your message, you have the following options:
 •To hear your message: Press . 
 •To add to your message: Press   and continue your message.
 •To erase and re-record your message: Press .
 •To use the special delivery option:, Press  . Go to the next step.
 •To send your message: Press  . (If you wish to mark the message certified, pri-
vate, and/or priority, do so before completing this step.) If you wish to send another
message, return to step 5. 
  (9)You can do one or more of the following if you selected “special delivery options”
above:
 •Press   to mark the message “private.” (This prevents the recipient from forward-
ing it to other mailbox owners.)
 •Press   to mark the message “certified.” (When a certified message is heard by
the recipient, you will receive a receipt notice.)
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