Lucent Technologies Octel 100 Implementation And Service Manual

							16. Managing System Mailboxes
Implementation and Service Manual    Managing Subscriber Settings16-31
6.  To block all incoming calls to a particular mailbox, without first ringing the extension,
and then to handle the calls according to an option you specify, select the Call
Blocking option.
7.  Under No Answer/Call Blocking, select the appropriate No Answer option to perform
when a caller receiv es no answer at the subscriber’s extension, or select the
appropriate call-blocking option if the call is to be blocked:
· Default – Voices the Personal Greeting, then forwards callers to the
subscriber’s mailbox
· V-Tree – Activ ates the V-Tree assigned to the mailbox if one has been
assigned
· Optional 1 – Voices the Optional 1 prompt, then forwards callers to the
subscriber’s mailbox
· Optional 2 – Voices the Optional 2 prompt, then forwards callers to the
subscriber’s mailbox
· Forward To – Forwards callers to the mailbox number entered in the field
next to the option
If a caller is forwarded to another mailbox, then chooses to record a message,
the message is recorded in the original mailbox the caller accessed. Ev en if the
caller is forwarded to multiple mailboxes, the message is recorded in the original
mailbox.
8.  Under Busy, select the appropriate option to perform when a caller receiv es a busy
signal when calling the subscriber’s extension.
· Default – Voices the Personal Greeting, then forwards callers to the
subscriber’s mailbox
· V-Tree – Activ ates the V-Tree assigned to the mailbox if one has been
assigned
· Optional 1 – Voices the Optional 1 prompt, then forwards callers to the
subscriber’s mailbox
· Optional 2 – Voices the Optional 2 prompt, then forwards callers to the
subscriber’s mailbox
· Forward To – Forwards callers to the mailbox number entered in the field
next to the option
If a caller is forwarded to another mailbox, then chooses to record a message, the
message is recorded in the original mailbox the caller accessed. Ev en if the caller
is forwarded to multiple mailboxes, the message is recorded in the original
mailbox.
9.  Under Special Features, select the Call Queuing option to place callers in a queue
when the extension is busy. Make sure that call-queuing prompts hav e been
recorded so that callers are notified appropriately that their call is in a queue and will
soon be addressed.
10.  Under Special Features, select the Call Screening option to prompt callers to record
their name to announce the call before the subscriber receiv es it. This feature allows
subscribers to identify a caller and then determine if they want to receiv e the call. 
						

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11.  Under Message Notification, select the appropriate option to notify users of new
messages. For additional information, see the topic, Notifying Subscribers of New
Messages, earlier in this chapter.
· Disabled – Message notification does not notify subscribers of new
messages
· Urgent Only – Notifies subscribers of new messages through a phone or
beeper only when urgent messages are sent to the mailbox
· All Messages – Notifies subscribers of any new messages through a phone
or a beeper
12.  Under Subscriber Options, select Announce Subscriber to hav e the system v oice, 
“I
have a call for ,”
 instead of the default prompt, “One
moment, you have a call,”
 when the system transfers a call to an extension. This
feature enables subscribers to hear whom a call is for before the transfer is
completed, which is especially useful when multiple subscribers share the same
extension.
13.  Under Subscriber Options, select Auto Time-Date Voiceback to v oice the date and
time a message was receiv ed in the mailbox at the beginning of each message.
14.  Under Security Options, select Mailbox-Lockout to lock a mailbox when a caller
attempts to log into the mailbox and is disconnected after failing to enter the correct
mailbox password within the specified number of attempts. A locked mailbox
prev ents any caller, including the subscriber, from logging into the mailbox. The
system manager must manually unlock the mailbox before the subscriber can
access the mailbox. For additional information, see the topic, Unlocking a Mailbox,
later in this chapter.
15.  Under Security Options, select Failed Login Notify to notify the subscriber when
logging into the mailbox that a caller to the system has unsuccessfully attempted to
access the mailbox. The subscriber can rev iew the failed login message or delete it.
16.  Under Fax Options in the Personal Fax Number field, enter the number of the fax
machine to which the mailbox is to send fax messages if it is different from the Local
Fax Machine number specified in System Setup. If you want faxes to print
automatically on the fax machine when sent to the mailbox, select the AutoPrint
option.
17.  To automatically send messages in the mailbox to another messaging system, under
Follow-Me-Forward, enter the network node address to which the messages are to
be sent in the Network Address field. Select the Activ e option to hav e the system
automatically send the message or deselect the option to retain the network node
address yet disable the feature until needed. For additional information on network
nodes, see the topic, Auto-Forwarding Messages Between Mailboxes on Different
Systems, earlier in this chapter.
18.  To sav e the changes made to the subscriber settings, click OK. The Mailbox Entry
dialog box displays.
19.  To close the Mailbox Entry dialog box, click OK. The main system window displays. 
						

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Implementation and Service Manual   Unlocking a Mailbox16-33
Unlocking a Mailbox
Use this procedure to unlock a mailbox that has been locked because a caller attempted
to access the mailbox by entering the incorrect mailbox password sev eral consecutiv e
times. The mailbox locking feature helps prev ent callers from accessing mailboxes
without permission.
The password parameters defined in System Setup determine how many times a caller
can enter an incorrect password before being disconnected. Subscribers are notified that
their mailboxes are locked when they log in using the correct password. The system
manager must then unlock the mailbox before the subscriber can again access the
mailbox.
You can also unlock a mailbox by clearing the subscriber settings for a mailbox. Since
clearing subscriber settings resets all of the subscriber settings, not just the mailbox
locking feature, it is recommended that you use the following procedure to unlock a
mailbox.
To unlock a mailbox:
1.  From the Mailbox menu, click Edit. The Edit Mailbox dialog box displays.
 
2.  Enter the number for the mailbox you want to unlock, then click Edit. The Mailbox
Entry dialog box displays the mailbox information.
 
3.  In the Password field, enter a new password for the mailbox. W rite down this new
password and prov ide it to the mailbox subscriber. Note that the password you enter
displays as asterisks for additional security.
4.  To sav e the new password, click Sav e. The mailbox is now unlocked and has a new
password assigned to it. The subscriber can now access the mailbox using the new
password, then change it to another password. 
						

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Subscribers can change their passwords back to their original passwords when they
log into their mailboxes after the system manager has unlocked the mailbox.
5.  To close the Mailbox Entry dialog box, click OK. The main system window displays.
Class of Service Options
A Class of Serv ice is a set of features and specifications that are assigned to a mailbox.
The Class of Serv ice assigned to a mailbox dictates which features are accessible to the
subscriber. W hen a feature, such as call screening, is not activ ated in the Class of
Serv ice assigned to a mailbox, options relating to the feature are not v oiced when the
subscriber accesses the mailbox.
There are 25 defined classes of serv ices you can assign to a mailbox. To v iew the
features av ailable for each Class of Serv ice, click the Next and Prev ious buttons on the
Class of Serv ice dialog box. You may also create custom classes of serv ice for
indiv idual mailboxes if you are logged into the system as a Lev el 3 superv isor. Note that
the custom Class of Serv ice options on the Class of Serv ice dialog box are not displayed
unless you are logged in as a Lev el 3 superv isor on the system.
See Preinstallation Configuration Worksheets
W hen adjusting default classes of serv ice or creating custom classes of serv ice, see
information prov ided on the Class of Serv ice Sheet(s), the COS Redefinition Sheet, and
the Custom COS Definition Sheet.
You can use the Subscriber Settings feature to control some of the features av ailable to
a subscriber, without creating a custom Class of Serv ice. You can disable Subscriber
Settings features for the mailbox, prev enting the subscriber from using the features. You
can also enable features in the Subscriber Settings that are not selected in the mailbox’s
Class of Serv ice. See the topic, Managing Subscriber Settings, earlier in this chapter
for information on the using Subscriber Settings. 
						

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Some Class of Serv ice features are not av ailable for use in a mailbox unless the system
has been set up to use those features.
Call Screening
Call Screening allows a subscriber to accept, reject, or redirect a call. W hen call
screening is activ ated, the system instructs callers requesting an extension to, 
“Please
speak your name at the tone, so I may say who is calling.” 
Before the call is transferred
to the subscriber’s extension, the subscriber hears, 
“You have a call from . To take this call, press pound. To reject the call, press one. Or to redirect the
call, press star.”
 If the subscriber wants to take the call, the subscriber presses , and
the caller is transferred to the extension. If the subscriber wants to reject the call, the
subscriber presses  and immediately hangs up the phone. The caller is then told
there was no answer at the extension and is giv en the choice of trying another extension,
leav ing a v oice-mail message, transferring to the operator’s extension, or disconnecting.
If the subscriber rejects a call, the caller is not giv en the option to page. The subscriber
may also choose to redirect the call by pressing , followed by the destination
mailbox number. The subscriber must then immediately hang up the phone so the caller
can be transferred to the specified extension.
If you want to prohibit subscribers from changing the call screening for their mailbox, do
not select the Call Screening option in the mailbox’s Class of Serv ice, and instead select
the Call Screening option in the mailbox’s subscriber settings.
Message Confirmation
Message Confirmation allows the subscriber to rev iew the date and time a message was
sent, to whom it was sent, and, if applicable, the date and time the recipient listened to
or skipped the message. This feature helps the sender of a message determine if and
when another subscriber receiv ed the message. This feature is not supported by the
AMIS protocol; only messages sent to local subscribers or OctelNet destinations may be
sent with confirmation.
Folders
The folders feature allows a subscriber to organize messages and faxes by storing them
in “folders” in the mailbox. A subscriber can create up to nine folders to store messages.
The subscriber records a label for each folder, which is v oiced when the subscriber
accesses the mailbox. For example, if a subscriber regularly receiv es messages that are
either technical or administrativ e, the subscriber can create two folders with the labels
“Technical” and “Administration” to sav e and organize the messages.
Call Queuing
Call Queuing allows callers either to hold for a specific extension or leav e a v oice
message when an extension is busy. Depending on the how call queuing is set up on the
system, callers may be informed of their status in the queue, including their position (the
number of calls ahead of them), while they hold for that extension. Call queuing may
also giv e callers periodic opportunities to leav e a v oice message, continue to hold, or
disconnect. The caller on hold may be prov ided with prerecorded music or messages,
such as product information.
You may record up to nine v erbal or musical messages for callers to listen to while
holding in the queue. For example, the messages could prov ide new product information
or sales promotions to callers in the queue. The system v oices each of the nine
messages to each caller in the queue. After v oicing each recorded message, the system
v oices the caller’s status followed by the av ailable options. After the system plays all the 
						

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recorded messages, it returns to the first message and begins v oicing the messages
again. All mailboxes on a system that hav e call queuing activ ated in the Class of Serv ice
use the same nine prompts. The first caller in the queue hears a prompt before the call is
transferred to the extension. For additional information, see the topic, Setting Up Call
Queuing Prompts, in Chapter 14, “Setting Up System Prompts.”
If the system is set up to play prerecorded music when callers are placed in the queue,
do not use music that plays long tones. The system may misinterpret the long tones as
disconnect signals.
If you want to prohibit subscribers from changing the call queuing for their mailboxes, do
not select the Call Queuing option in the mailboxes Classes of Serv ice. Instead, select
the Call Queuing option in the mailboxes subscriber settings.
Message Indicator
Message Indicators, such as lights and LEDs, can be used to notify subscribers of new
messages in their mailboxes. After a subscriber listens to or skips a message in a
mailbox, the Message Indicator on the phone is turned off. Note that Message Indicators
only work if the phone system supports the feature, and the system has been set up to
use the Message Indicators.
Intercom Paging
Intercom Paging allows a caller to page a subscriber who does not answer the mailbox
extension. W hen a subscriber is paged, the system announces ov er the paging system,
“There is a call for .” The subscriber can then either retriev e the call
from the subscriber’s extension or use the intercom redirect feature to access the call
from another extension by rerouting the call. If the subscriber does not respond to the
page, the caller is giv en the option to try another extension, leav e a v oice message in
the subscriber’s mailbox, transfer to the operator, or disconnect. If the caller retries to
call the original extension, the system waits approximately one minute before redialing
that extension.
Paging may be set to Off, On, or Automatic. W hen paging is Off, callers cannot page
subscribers. W hen paging is On, the caller is giv en the option to page when there is no
answer at the subscriber’s extension. W hen paging is set to Automatic, the subscriber is
always paged once before the system performs the Call Handling options that are set up
for the mailbox.
If you want to prohibit subscribers from changing the selected Intercom Paging option for
their mailbox, do not select the Intercom Paging option in the mailbox’s Class of Serv ice.
Instead, select the appropriate intercom paging option in the mailbox’s subscriber
settings.
Paging is av ailable only if an intercom is connected to the phone system and the
intercom paging feature has been set up on the system.
Personal Group List
Personal Group List allows subscribers to create lists of mailboxes, so one message can
be sent to multiple recipients in one step. For example, a subscriber can create a
personal group list of all subscribers working on a particular project. The subscriber can
then send a message to all subscribers on the project by entering a single number.
Subscribers can create up to 10 personal group lists in their mailboxes, numbered 11-20 
						

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(unless the system is set up to use different numbers). Each of the personal group lists
can contain up to 50 destinations, which can include local subscriber mailboxes,
destinations on other messaging systems through network nodes, or other group list
numbers, including global group lists (if av ailable in the mailbox’s Class of Serv ice).
Each group list included as a destination on a personal group list counts as one
destination. To include destinations on other messaging systems, the subscriber must
also be permitted access to network message features in the mailbox’s Class of Serv ice.
Global Group List
Global Group List allows subscribers to send messages to system group lists, numbered
26-35 (unless the system is set up with different numbers), and the global group lists,
numbered 98 and 99. Each group list can contain up to 50 destinations, which can
include local subscriber mailboxes, destinations on other messaging systems through
network nodes, or other group list numbers. System group lists 26-35, which are created
by the system manager ov er the phone in a superv isor mailbox by following the prompts,
allow subscribers to send messages to mailboxes defined by the system manager.
Global Group Lists 98 and 99, which are created automatically by the system, allow
subscribers to send messages to all mailboxes in the subscriber’s div ision and company,
respectiv ely. Subscribers cannot include these lists in their own personal group lists
unless Global Group List is selected for the mailbox’s Class of Serv ice.
Dial by Name
Dial by Name allows subscribers to enter a subscriber name through the phone keypad
to dial a mailbox number, which allows subscribers to send messages to other
subscribers without requiring them to know the subscriber’s mailbox number. If there are
multiple subscribers with the same or similar names, the system v oices those names
then allows the subscriber to choose from the av ailable names. This feature can also be
used to send messages to other systems through the NameNet feature. For additional
information, see the topic, Managing NameNet Directories, in Chapter 18, “Using
Network Messaging.”
In some instances, subscribers may belong to a messaging serv ice bureau, in which
case they do not need to know the mailbox numbers of other system subscribers. In this
case, this feature should be disabled. If the system is set up to use Greeting by Port,
only mailboxes with the same company or those that hav e no assigned company are
v oiced when a directory is requested.
Call Handling
Call Handling allows subscribers to control how calls to their mailboxes are routed. For
example, a subscriber can set up a mailbox to block all calls to a prompt that requests
the caller to leav e a message while the subscriber is on v acation. The mailbox can be
set up to v oice an optional prompt, forward the call to another extension, or route the call
to a V-Tree. The mailbox can also be set up to perform one of these actions for all calls
to the mailbox, calls that are not answered, calls that receiv e a busy signal, or calls that
are busy or not answered. For additional information, see the topic, Managing
Subscriber Settings, earlier in this chapter.
If you want to prohibit subscribers from changing the selected Call Handling option for
their mailbox, do not select the Call Handling option in the mailbox’s Class of Serv ice.
Instead, select the appropriate Call Handling option in the mailbox’s subscriber settings.
This is especially useful when mailboxes are blocked to V-Trees because it prev ents the
feature from being accidentally de-activ ated by a subscriber. For additional information,
see the topic, Managing Subscriber Settings, earlier in this chapter. 
						

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V-Tree
V-Trees allow subscribers to create custom v oice menus in their mailboxes. V-Trees can
route calls, prov ide information to callers, or collect information from callers. For
example, a mailbox for a sales department can contain a V-Tree that allows callers to
press  for information on product A, press  for information on product B, or press
 to talk to a sales representativ e. For additional information, see Chapter 17,
“W orking with V-Trees.”
If you want to prohibit subscribers from changing the selected V-Tree options for their
mailbox, do not select the V-Tree option in the mailbox’s Class of Serv ice. Instead,
select the appropriate V-Tree options in the mailbox’s subscriber settings.
Fax V-Tree
Fax V-Tree allows subscribers to create V-Trees in their mailboxes that hav e fax
options. For example, a mailbox for a sales department can contain a V-Tree that allows
callers to press  for information on product A, press  for information on product
B, press  to talk to a sales representativ e, or press  to hav e information on all
products faxed to them. Note that the system must hav e both the Fax V-Tree and V-Tree
options selected in the mailbox’s Class of Serv ice to allow the subscriber to include fax
features in a V-Tree.
If you are loading faxes into the messaging system and need to retriev e the fax
document numbers for use in a V-Tree, the 8-digit fax number is only v oiced as part of
Env elope Information if the Fax V-Tree option is enabled in the mailbox’s Class of
Service.
Send Messages
Send Messages allows subscribers to send messages from their mailboxes to other
system subscribers or subscribers on other messaging systems, if networking options are
set up for the system. For additional information on networking options, see Chapter 18,
“Using Network Messaging.”
Receive Messages
Receiv e Messages allows subscribers to receiv e messages in their mailboxes from both
subscribers and outside callers (non-subscribers). W hen both this feature is selected and
the system is set up to receiv e messages from other messaging systems, subscribers
can receiv e messages from remote subscribers whose messaging systems support
AMIS or OctelNet. For additional information on networking options, see Chapter 18,
“Using Network Messaging.”
Save Messages
Sav e Messages allows subscribers to sav e messages sent to their mailboxes. The
v alues entered in the Days to Sav e field of the Class of Serv ice dialog box determine
how long the mailbox subscriber can sav e a messages in the mailbox before the system
deletes them.
Undelete Messages
Undelete Messages allows subscribers to recov er either new or sav ed messages deleted
from their mailboxes. This feature helps prev ent subscribers from accidentally deleting a
message in the mailbox. Subscribers can only undelete the messages that they deleted 
						

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during the current session. After a subscriber exits a mailbox by hanging up or backing
out of the mailbox, the messages are permanently deleted.
Locate Messages Received
Locate Messages Receiv ed allows subscribers to scan their new messages for
messages sent from a particular subscriber. This feature allows subscribers to scan for a
message only from another subscriber on the system. Subscribers cannot locate
messages from another messaging system or an outside caller.
Locate Messages Sent
Locate Messages Sent allows subscribers to search for and edit messages they hav e
already sent to other mailboxes as long as the messages are still in the mailbox’s new
message queue. Subscribers can only use this feature to locate and edit messages sent
to other subscribers on the system. Messages designated for dispatch to other
messaging systems, including those scheduled for Follow-Me-Forward, cannot be edited.
Record Prompts
Record Prompts allows mailbox subscribers to record their own mailbox prompts. These
prompts include the Please Hold prompt, Name prompt, Personal Greeting prompt,
Optional 1 prompt, and Optional 2 prompt. If prompts are not recorded for a mailbox, the
system default prompts are used. It is recommended that subscribers be allowed to
record their own prompts to add a personal touch to the system.
Operator Access
Operator Access allows callers to the mailbox to transfer to the mailbox’s operator. This
operator can be the default operator set up for the system or a personal operator
specified on the Mailbox Entry dialog box.
Failed Login Notification
Failed Login Notification allows the system to notify the subscriber logging into the
mailbox that a caller to the system has attempted to access the mailbox by entering an
incorrect password. After the subscriber is notified, the subscriber can rev iew the failed
login message or delete it.
If you want to prohibit subscribers from changing the failed login notification feature for
their mailbox, do not select the Failed Login Notification option in the mailbox’s Class of
Serv ice. Instead, select the Failed Login Notification option in the mailbox’s subscriber
settings.
Mailbox Lock-Out Option
Mailbox Lock-Out Option allows the system to lock a mailbox when a caller attempts to
log into the mailbox and is disconnected after failing to enter the correct password for the
mailbox after a specified number of attempts. A locked mailbox prev ents any caller,
including the subscriber from gaining access to the mailbox other than to leav e
messages. The system manager must manually unlock the mailbox before the
subscriber can access the mailbox. For additional information, see the topic, Unlocking
a Mailbox, earlier in this chapter.
If you want to prohibit subscribers from changing the mailbox lock-out feature for their
mailbox, do not select the Mailbox Lock-Out Option in the mailbox’s Class of Serv ice.
Instead, select the Mailbox Lock-Out Option in the mailbox’s subscriber settings. 
						

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Auto Time-Date Voiceback
Auto Time-Date Voiceback configures the system to v oice the time and date a message
was receiv ed in a subscriber mailbox automatically when the subscriber listens to a
message. W hen activ ated in a mailbox, the time and date information is v oiced first for
each message sent to the mailbox. This feature differs from the message information
feature in three ways:
·  Auto Time-Date Voiceback, when selected, is v oiced for ev ery message.
Message information is only v oiced when selected for an indiv idual message.
·  Auto Time-Date Voiceback is v oiced before the message. Message Information is
v oiced only after the message has been v oiced, and the subscriber has selected
Message Information from the Message menu.
·  Auto Time-Date Voiceback is selected in a mailbox’s Class of Serv ice and must
be turned on or off by either the system manager in the mailbox’s subscriber
settings or by the mailbox subscriber. The Message Information feature is always
av ailable to the subscriber from the Message menu.
Visual Mailbox
Visual Mailbox is an add-on module that allows subscribers to access their mailbox using
a v isual interface on their PC. For additional information on using Visual Mailbox, see
Chapter 19, “Installing and Configuring Visual Mailbox,” online help, or your authorized
representativ e.
Enable Multilingual Support
Enable Multilingual Support allows callers to the mailbox to choose the language in
which they want the prompts to v oice when they perform actions in the mailbox if a
language has not already been selected at some point during the call. For example, if a
caller dials an extension without accessing the automated attendant, a prompt is v oiced
that allows the caller to select the language in which system prompts are to be v oiced.
From that point on in the call, all system prompts are v oiced in the selected language.
If a language has already been selected at some point during the call, no language
prompt is v oiced when the caller accesses the mailbox. For additional information, see
the topic, Setting Up the Language Selection Prompt, in Chapter 14, “Setting Up
System Prompts.”
Note that this feature only selects the language for system prompts. The prompts
associated with personal prompts or V-Trees v oice in the language in which they were
recorded.
Supervisor
Superv isor allows a subscriber to access the Superv isor menu ov er the phone by logging
into the mailbox, pressing  at the Main menu, and entering the system’s Lev el 2 or 3
superv isor password. This allows the subscriber to perform a number of superv isor
functions through the phone, including creating, editing, and deleting mailboxes;
recording system and personalized prompts; maintaining system group lists; and using
SOLVE, the Superv isor Online Voice Editor. Although the system allows any number of
superv isors, only a few subscribers should hav e the superv isor feature selected in their
mailbox’s Class of Serv ice to limit the control of superv isor functions. It is recommend
that one subscriber in each company be able to use superv isor features, if the system is
set up to use Greeting by Port.