Lucent Technologies Octel 100 Implementation And Service Manual

							24. Testing and Troubleshooting the System
Implementation and Service Manual  Prompts Voiced Under Specific Call Handling Conditions24-53
Busy Function Table
Call
BlockingN/CB
Def.N/CB
Opt. 1N/CB
Opt. 2Busy
Def.Busy
Opt. 1Busy
Opt. 2Prompt PlayedCaller’s Available
DTMF Options
x x x RNA/Busy Menu Option Set 2
x x x Optional Prompt 1 Option Set 1
x x x Optional Prompt 2 Option Set 1
x x x RNA/Busy Menu Option Set 2
x x x RNA/Busy Menu Option Set 2
x x x RNA/Busy Menu Option Set 2
xxBusy = RNA/Busy MenuRNA = Not applicableOption Set 2
x x Busy = RNA/Busy Menu
RNA = Not applicableOption Set 2
x x Busy = RNA/Busy Menu
RNA = Not applicableOption Set 2
x x Busy = Optional Prompt 1
RNA = Not applicableOption Set 1
x x Busy = Optional Prompt 2
RNA = Not applicableOption Set 1
x x Busy = Optional Prompt 1
RNA = Not applicableOption Set 1
x x Busy = Optional Prompt 2
RNA = Not applicableOption Set 1
 x x Busy = Optional Prompt 2
RNA = Not applicableOption Set 1
x x Busy = Optional Prompt 1
RNA = Not applicableOption Set 1
Busy Function Table Notes:
This table is used when a mailbox is accessed through call cov erage (call forward to personal greeting).
The shaded row is the default for new mailboxes. Call Handling settings can be modified on a per-
mailbox basis on the Subscriber Settings dialog box).
If the Call Blocking checkbox is activ e (an “x” displays in the Call Blocking column), and Default is
selected in the No Answer/Call Blocking area on the Subscriber Settings dialog box (an “x” displays in
the N/CB Def. column), the system v oices the RNA/Busy menu when it receiv es a Busy Code. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  Prompts Voiced Under Specific Call Handling Conditions24-54
Ring No Answer Function Table
Call
BlockingN/CB
Def.N/CB
Opt. 1N/CB
Opt. 2Busy
Def.Busy
Opt. 1Busy
Opt. 2Prompt PlayedCaller’s Available
DTMF Options
x x x RNA/Busy Menu Option Set 2
x x x Optional Prompt 1 Option Set 1
x x x Optional Prompt 2 Option Set 1
x x x RNA/Busy Menu Option Set 2
x x x RNA/Busy Menu Option Set 2
x x x RNA/Busy Menu Option Set 2
xxRNA = RNA/Busy MenuBusy = Not applicableOption Set 2
x x RNA = RNA/Busy Menu
Busy = Not applicableOption Set 1
x x RNA = RNA/Busy Menu
Busy = Not applicableOption Set 1
x x RNA = Optional Prompt 1
Busy = Not applicableOption Set 2
x x RNA = Optional Prompt 2
Busy = Not applicableOption Set 2
x x RNA = Optional Prompt 1
Busy = Not applicableOption Set 1
x x RNA = Optional Prompt 2
Busy = Not applicableOption Set 1
x x RNA = Optional Prompt 2
Busy = Not applicableOption Set 1
x x RNA = Optional Prompt 1
Busy = Not applicableOption Set 1
Ring No Answer Function Table Notes:
This table is used when a mailbox is accessed through call coverage (call forward to personal greeting).
The shaded row is the default for new mailboxes. Call Handling settings can be modified on a per-mailbox
basis on the Subscriber Settings dialog box. 
						

							Implementation and Service Manual  Cus tomer Needs  W orks heets1
WORKSHEETS CN
Customer Needs Worksheets
Use these worksheets to introduce the customer to system features and functionality and
to help you identify the hardware and software necessary to build the type of Automated
Attendant and Voice/Fax Mail system best suited for the customer. 
						

							Cus tomer Needs  W orks heets
Implementation and Service Manual  Cus tomer Needs  W orks heets2
Notes: 
						

							CUSTOMER NEEDS WORKSHEETSCN-1
Feature Selection Sheet
Refer to the Feature and Functionality Introduction for inform ation on each of the features listed below. Indicate on
this sheet all features you feel are integral to m eeting your system needs.
Note that, though many of the features listed below are standard on the messaging system, some are optional add-on
modules and some are available only with certain types of phone systems and software release versions. Using the
information you provide on this sheet, you and your authorized representative can discuss each feature, to ensure
you understand its functionality and to identify any implementation implications.
Company Name:______________________________
Automated Attendant Features:
_____Call Blocking
_____Call Forwarding
_____Call Queuing
_____Call Screening
s
_____Intercom Pagings
_____Intercom Redirects
_____Extension Directory
_____Fax Tone Transfer
_____Greeting by Port
_____Holiday/Time of Day Messages
_____Name Prompt on Transfer
_____Multilingual Prompts
Voice/Fax Mail Features:
_____Visual Mailboxos
_____Default Operators
_____Busy and No Answer Greetingss
_____Personalized Prompts
_____Message Notification/Multiple Add. Deliverys
_____Future Delivery
_____Message Confirmation
_____Message Sending Options
_____Multiple Message Capability
_____Sent Message Editing
_____Wake-up Messages
s
_____Automatic Date Time
_____Automatic Station Login and Passwords
_____Message Deletion Notification
_____Message Information
_____Message Rewind/Hold/Fast Forward
_____Locate Messages
_____Message Speed and Volume Control
_____Message Indicators
s
_____Saved Messages
_____Recover Deleted Messages
_____Skip Messages
_____Auto Forward_____Distribution Lists
_____Integrated Telephone Answering
s
_____Network Message Forwardingos
_____Online System Displays and Reports
_____Send Copy of Message
_____Transfer or Reply to Sender
s
_____Voice Folders
_____Guest Mailboxes
_____Receive-Only Mailboxes
_____Voice-Only Mailboxes
_____Password Protection
_____Forced Password Change
_____Fax Mail
_____Personal Default Fax Number
_____Fax AutoPrint
_____Voice Message Cover Sheets
_____Interview V-Trees
_____Call Routing V-Trees
_____Information on Demand V-Trees
_____AudioText
_____Fax Retrieval
_____AMIS Interface Module
os
_____OctelNetos
The coding shown after some features (s, o, and os) is for vendor use. 
						

							CUSTOMER NEEDS WORKSHEETSCN-2
Notes: 
						

							CUSTOMER NEEDS WORKSHEETSCN-3
Feature and Functionality Introduction
The messaging system provides two general feature sets: an Automated Attendant (also known as Call Processing
and a messaging system. The Automated Attendant routes internal and external callers to phone extensions or
subscriber voice mailboxes. The attendant feature includes a variety of options for controlling the exact conditions
under which, and techniques with which, calls are addressed and moved throughout a company’s phone system.
The systems Voice/Fax Mail features allow callers and subscribers to send and receive both voice and fax
messages in system mailboxes. An array of available mail options put callers and subscribers in complete control
of their communications.
You can choose to use either or both Automated Attendant and Voice/Fax Mail features when implementing a
system. Note, however, that voice-mail only systems cannot transfer callers to extensions or to subscriber
mailboxes. These tasks must be done by an operator if the Automated Attendant feature is not active.
Also note that though many of the features listed below are available with all systems, some are optional add-on
modules and some are available only with certain types of phone systems. Consult your authorized representative
for details.
Understanding Automated Attendant Capabilities
The system’s Automated Attendant can be programmed easily to meet any organization’s unique needs and
preferences. W hile it is perfectly capable of answering all incoming calls, you may elect to have it handle only those
the live operator is unable to take. This can include overflow calls during peak hours or calls that come in after
hours, on weekends, or during holidays. The Automated Attendant assures that callers are never lost, forgotten on
hold, or left listening to an unanswered phone’s eternal ring.
The systems Automated Attendant saves money by controlling the number of people an organization must assign
to call-answering duties and gives existing phone receptionists time to handle more important duties.
Call Handling
The system provides flexible Call Handling options that can be easily customized to meet the exact needs of an
organization.
Call Blocking
Call Blocking routes calls directly to a voice mailbox without ringing a phone. This feature helps to limit work
interruptions, and callers are extended the courtesy of the quickest possible transfer.
Call Forwarding
Call Forwarding routes a call to ring an extension other than that originally entered. A subscriber can use this
feature to have another subscriber handle important calls when the first is unavailable or to receive calls when in
another subscriber’s office. Call Forwarding improves customer service by ensuring that important incoming calls
are handled personally.
Call Queuing
Call queuing allows callers to hold if an extension is busy. The system can be set up to periodically announce
holding callers’ positions in the queue and offer them options to leave a voice-mail message, speak to an operator
or transfer to another extension. Prerecorded music or informative messages can be played to callers in queue.
Since queuing reduces hang-ups by easing the discomfort callers experience on hold, it saves money by minimizing
potentially expensive long-distance callbacks. 
						

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Call Screening
W hen Call Screening is activated, the system asks for the caller’s name and announces it to the subscriber being
phoned. The subscriber can accept or reject the call, or have it redirected to another extension. If the call is
rejected, the system informs the caller there was no answer at the extension and offers options to leave a message,
transfer to another extension, or speak with an operator. W ith Call Screening, subscribers can choose when they
are to be interrupted, accepting important calls and redirecting those that can be handled later or by someone else.
Intercom Paging
If the telephone system is equipped with a supported Intercom Paging feature, callers can be offered the option of
paging a subscriber when there is no answer at an extension. After paging the subscriber, the system re-rings the
extension to deliver the call. Intercom Paging helps assure that subscribers are made aware of incoming calls when
they are in the office, but away from their phones.
Intercom Redirect
Intercom Redirect gives subscribers with properly equipped telephone systems the ability to respond to an intercom
page from any extension—not just their own. W hen subscribers are paged (
“There is a call for ”
), they need only dial into the system from the nearest extension, enter their mailbox number, and enter the
extension number of the telephone they are using. The system then routes the call to that extension. The mailbox
owner’s name prompt is automatically voiced when calls are transferred by intercom redirect, helping ensure the
call is being transferred to the appropriate subscriber.
Extension Directory
Callers who do not know the mailbox number of the subscriber or department they are trying to reach can press a
specified key to access the system’s employee or departmental directory. Callers transfer to subscriber extensions
by entering the first few letters of the subscriber’s last name on the phone keypad.
Fax Tone Transfer
The system can transfer calls automatically to a fax machine when it detects a fax tone during the Automated
Attendant’s greeting.
Greeting By Port
Different greetings can be designated for various system ports. In such scenarios, each port is totally partitioned
from—and transparent to—the rest, ensuring independence regardless of system configuration, subscriber Call
Handling selections, or directory use. Using greeting by port, several businesses in an office (or several divisions
within a company) can share a single system.
Holiday / Time of Day Programmable Messages
On select dates, the system can play holiday greetings to callers. Greetings can be prerecorded, covering up to 18
national, state, and/or local holidays. Personalized holiday greetings can be retained, allowing their re-use in
subsequent years. The system can also answer calls with separate greetings for morning, afternoon, evening, and
after hours.
Name Prompt on Transfer
Name Prompt on Transfer is invaluable when two subscribers share a single phone or when a single subscriber
performs more than one job. If this option is activated, the subscriber hears, 
“There is a call for ,”
 instead of, “One moment, you have a call,” when the auto attendant transfers calls. If, for example, the
Automated Attendant says
, “For accounting, press 1; For customer billing, press 2...,” and both actions ring the
same extension, subscribers will be prompted as to which department’s phone they are answering (for example
,
“There is a call for accounting...”
 or “There is a call for billing...”). 
						

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Multilingual Prompts
The system can be equipped with an optional module that allows it to offer callers and subscribers syntactically
correct prompts in languages other than English. Language library modules include prerecorded phrase files and
syntax tables custom designed for the selected language.
Understanding Voice/Fax Mail Features
By eliminating the need for the simultaneous presence of both parties when important information must be
conveyed, voice mail maximizes the opportunity for every telephone call to communicate effectively. W ith voice
mail, messages are never lost, garbled, or only partially delivered.
Systems equipped with fax boards allow subscribers to apply the same power to fax communications. By shifting
control of the fax machine to its users, Fax Mail allows printed information to be more easily exchanged.
W ith voice mail and Fax Mail, information—both spoken and written—can be placed in a mailbox at any time, from
any location, using standard Touch-Tone phones and fax machines. A subscriber’s access to this information is the
same any time, from any location, with just a telephone and a fax machine.
Mailbox Interfaces
The system’s mailbox interfaces allow subscribers to personalize, utilize, and easily maintain their mailboxes.
Telephone Interface
W ith the telephone interface, subscribers use simple keystroke responses to system prompts to access full system
functionality from any Touch-Tone phone.
Visual Mailbox™
Visual Mailbox ties the subscriber’s computer to the telephone, thus allowing the subscriber to take advantage of
the features provided with each communication medium.
W ith Visual Mailbox, a glance at the monitor relays how many messages a subscriber has, who they are from, the
day and time they were delivered, and their length. Icons indicate whether the messages are voice or fax (or voice
and fax), their delivery type (Normal, Urgent, Private, etc.), and whether they have been forwarded by another
subscriber. Space is provided for subscribers to add textual notes, helping them recognize and/or categorize their
messages for future reference.
Subscribers can listen to, save, or delete messages by simply pointing and clicking the mouse. Icons indicate that
messages have been saved or deleted—subscribers can change their mind at any time during the current session.
Clicking a fax message activates the Fax Viewer, which allows subscribers to read, print, save, and/or export faxes.
A unique fax rotation option allows subscribers to properly view faxes in both the portrait (standard letter) or
landscape (spreadsheet) orientations.
To copy, forward, or broadcast a message, subscribers need only request a mailbox directory and click the name of
the intended recipient or list of recipients.
Mouse-driven “tape deck” controls make recording messages and greetings simpler and more precise than ever.
W hile recording, subscribers can pause, start over, or cancel the message, and an append button lets subscribers
continue recording or add more to the end of a message. A confirmation message, similar to those provided by
most e-mail packages, can be generated when messages that subscribers send are received.
A Call Handling screen provides a graphical interface with which subscribers can activate Call Blocking and pick
specific handling options for incoming calls. Subscribers may, alternately, select handling options for ring-no-
answer and busy conditions when their extension is not blocked. 
						

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Mailbox Personalization
The system provides a number of features that allow subscribers to personalize their mailboxes, making caller
interactions comfortable.
Mailbox Default Operators
The system manager can assign a different default operator to each mailbox on the system. W hen a caller presses
 for an operator, the system transfers the caller to that mailbox’s default operator instead of the regular
operator. This allows separate departments or subscribers to have calls taken by their own receptionist when callers
request an operator.
Mailbox-Specific Busy and No Answer Greetings
The optional personal prompts, when activated, replace the standard system prompt telling  callers that an
extension is busy or that there is no answer. Unique (and frequently updated) busy and no answer greetings allow
subscribers to further personalize their voice mailboxes.
Personalized Prompts
Personalized voice prompts, in the subscriber’s own voice and tone, inform callers immediately if they have reached
the correct extension or mailbox. Available personalized prompts include the subscriber’s name and directory
listing, a please hold prompt, a personal greeting prompt, and two optional prompts.
Leaving Messages
A large percentage of voice information management technology’s success lies in the ease with which it allows its
users to leave messages for each other.
Message Notification / Multiple Address Message Delivery
The system can dial up to eight different telephone or beeper numbers when messages are received in a mailbox.
Subscribers select the days and time frames they want to be notified (for example, Monday through Friday, 10:00
AM to 8:00 PM), and the number at which they want to be called. They can also choose whether they want to be
notified upon receipt of all messages or only when their callers have marked their messages “urgent.”
When subscribers are not sure where they will be, the system can be set to call a series of numbers sequentially.
This capability, called cascade outcalling, can be a particularly valuable communication tool for companies with
subscribers who work outside the office.
Future Delivery
Subscribers can place a message in the system to be delivered to themselves or another subscriber at any time, on
any specified date, up to a year in advance.
Message Confirmation
Message Confirmation allows subscribers to check the date and time a message sent to another subscriber was
received. W hen subscribers request message confirmation, the system announces the recipient’s name, the date
and time the subscriber sent the message, and the date and time the message was received, as well as the
duration of the message.
Message Sending Options
Subscribers can assign conditions to voice and fax messages they leave in another subscriber’s mailbox, restricting
or prioritizing their handling. Messages to local subscribers can be marked “Normal,” “Listen-Only,” “Private,” or
“Urgent.”
Voice messages marked “Listen-Only” cannot be saved, skipped, or transferred—only listened to and deleted. This
capability provides extra security and reduces demand on the system’s message file memory space.