Lucent Technologies Octel 100 Implementation And Service Manual

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Messages marked “Private” cannot be forwarded or copied by the recipient. This measure helps assure
confidentiality.
Both outside callers and subscribers have the option of marking their messages “Urgent.”  “Urgent” messages are
placed at the top of the subscriber’s new message queue and are always voiced first.
Multiple Message Capability
Callers who want to leave messages for more than one subscriber may do so without redialing.
Sent Message Editing
As long as a subscriber receiving a message has not listened to or skipped the message, the sending subscriber
can delete, rerecord, review, or append additional information to a previously sent message.
Wake-Up Messages
The system can be programmed to deliver wake-up calls at any time, to any phone number. Once called,
subscribers may reschedule the wake-up, with options to retain or change the time and phone number.
Message Retrieval
The system provides an assortment of features that pertain to retrieving and listening to messages.
Automatic Date and Time
The system can be set to voice automatically the day and time each message was received when subscribers listen
to messages.
Automatic Station Login and Password
If the phone system is so equipped, subscribers can save time by directly accessing their mailbox when calling from
their own extensions. W hile the use of password security is highly recommended, the system can also be
configured to allow subscribers to access their mailboxes without entering their passwords when they call from their
own extensions.
Message Deletion Notification
Saved messages are deleted automatically when they remain in subscribers’ mailboxes for the maximum number of
days the system manager has specified. W hen message deletion notification is enabled, the system will alert
subscribers before it deletes expired saved messages. This keeps subscribers from inadvertently losing important
information when expired messages are deleted.
Message Information
Message information provides the date and time a message was received, the length of the message and, if it was
sent by another subscriber, that person’s name.
Message Rewind / Hold / Fast Forward
Subscribers can rewind, pause, or skip ahead in a message being played. These functions improve productivity by
helping subscribers harvest the important information from messages as quickly and easily as possible.
Message Scanning
Subscribers can scan their mailboxes for new messages from a particular subscriber. Other messages are skipped
for later review. 
						

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Message Speed and Volume Control
Depending on the voice boards, Touch-Tone commands can allow subscribers to increase the speed and/or volume
of messages upon playback. The caller’s original pitch is maintained, even when message speed is altered.
Message Indicators
Depending on the type of phone system, the system can notify subscribers when voice or fax messages are placed
in their mailboxes. If the phone has a message indicator, a glance provides visual notification that a message is
waiting. Otherwise, the system can be programmed to ring the subscriber’s extension periodically when messages
are waiting.
Saved Messages
Subscribers can save new voice and fax messages for reference at a later time, helping assure their content is
preserved and fully understood.
Recover Deleted Messages
Subscribers can recover messages they accidentally delete during the current call. Upon request, the system plays
back all messages deleted during that call. Subscribers can press  to restore the message to the queue from
which it came (new or saved) or  to leave the message deleted.
Skip Messages
A subscriber can skip a message while listening to it, leaving it in the new message queue to review later. This
allows subscribers to conserve time by listening only to messages they need at the moment, saving personal or
other non-critical messages for review when time permits.
Message Management
The system’s message management functions help subscribers digest, store, and disseminate information with
unprecedented efficiency.
Auto Forward
The system manager can have messages that have not been listened to within a specified time automatically
forwarded to a preselected mailbox. This feature helps to ensure prompt action, an absolute necessity in efficient
customer service.
Distribution Lists
Subscribers can send the same voice or fax message to a number of subscribers with a single call. Distribution
Lists can contain any combination of destination mailboxes (local and/or networked) or other Distribution Lists.
Subscribers can also use global Distribution Lists to reach every mailbox in a company or division.
Integrated Telephone Answering
W hen one subscriber leaves a voice-mail message for another subscriber, the second subscriber can reply to the
message or transfer to the subscriber who left the message with one or two keypresses.
Network Message Forwarding
W ith Network Message Forwarding (also known as Follow-Me-Forward) subscribers on systems equipped with the
optional Network Interface Module can elect to have messages received in their mailboxes automatically forwarded
to a destination mailbox on another (Network-equipped) system. By centralizing messages in a single mailbox,
network message forwarding helps busy subscribers eliminate the need to check mailboxes on multiple voice-mail
systems. 
						

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Online System Displays and Reports
Data on the usage of all mailboxes is recorded and made available to the system manager through a selection of
system displays and reports. Online system displays and reports, including port contention, mailbox status, and
hourly statistics, can be viewed onscreen, saved to disk, or printed.
Send Copy of Message
Subscribers can send a copy of a message they receive to one or more subscribers or network destinations, and
preface the message with comments. Subscribers can access directories directly from their mailboxes if they do not
know the extensions of other subscribers to whom they want to direct the message.
Transfer or Reply to Sender
W hen subscribers receive voice-mail messages from other subscribers, they can either transfer to the sender’s
extension or send a reply message with just one keypress.
Folders
Subscribers can create up to nine folders in their mailboxes to organize saved voice and fax messages. Voice
folders can, for example, be created for individual callers, projects, or dates. Messages received on these topics can
then be saved in the appropriate folder. W hen subscribers create new folders, they are prompted to record a
descriptive folder label. This label is voiced each time they choose the folder. The system is also equipped to play
for the subscriber a directory of all currently defined folders.
Specialty Mailboxes
The system supports the creation and maintenance of several types of specialty mailboxes for unique business
needs.
Guest Mailboxes
Visitors, clients, and VIPs can be granted limited access to system features temporarily with guest mailboxes.
Guest mailboxes improve the ability to work with important outside contacts.
Receive-Only Mailboxes
Receive only mailboxes can be set up to collect information such as names, addresses, and phone numbers from
individuals who call the company. This feature can serve as an important aid to customer service and/or marketing,
by allowing representatives to address inquiries in the most timely and efficient manner possible.
Voice-Only Mailboxes
A system manager can set up announcement mailboxes that play prerecorded voice information to callers. Voice
only mailboxes are beneficial in advertising, marketing, public relations, and many other “call for more information”
applications.
Mailbox Security
A carefully designed array of mailbox security features protect the system and the information it contains.
Password Protection
Individuals can access voice and fax messages in mailboxes only after entering a user-defined password. For
additional security, the system manager can impose a minimum password length default. The system can also be
set to require subscribers to press the  key after entering a password. 
						

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Forced Password Change
Subscribers can be forced to change their passwords at system-manager-selected intervals. W hen a subscriber
changes a password (either voluntarily or due to the forced change feature), the system will not accept a new
password that matches the current password.
Mailbox Passwords
W hen creating mailboxes, the system manager can either enter a default password or have the system generate
random passwords for each new mailbox.
V-Tree Password
The system can be programmed to require users to correctly enter a password (up to 11 characters) to progress
from level to level within custom applications generated using V-Trees. Placing password security at strategic levels
within V-Trees, gives callers measured access to custom applications. For additional information on the V-Tree
feature, refer to V-Trees, below.
Fax Solution Fax Mail
Fax Mail
Subscribers can receive faxes regardless of the state of the fax machine—whether it’s busy, out of paper, or even
out of order. Like voice messages, a subscriber can retrieve faxes in their mailbox at their convenience. W hen in the
office, a subscriber can make a single keypress to direct the fax messages to the default fax machine. Faxes
retrieved through Visual Mailbox can also be directed to print on a printer attached to the subscriber’s PC. W hen out
of the office, the subscriber can enter the telephone number of the nearest fax machine and receive fax messages
immediately, regardless of location, time of day, time zone, etc. The system manager can set FaxComm
hardcopies to include a cover sheet, indicating the receiving subscriber’s name or extension number, division, and
company name.
Access to fax communications is password-protected, and hardcopies of faxed communications are only produced
when a subscriber requests them.
Personal Default Fax Number
Subscribers who receive Fax Mail can specify fax machine numbers that override the system default. A single
keypress directs faxes to a departmental (or personal) machine.
Fax AutoPrint
Subscribers with Fax Mail may elect to have all new faxes sent directly to a fax machine (either system or personal
default). In situations where security is less of an issue than speed and accessibility, fax AutoPrint can significantly
enhance productivity.
Voice Message Cover Sheets
Senders can preface their FaxComm faxes with voice messages, which is faster, more effective, and less expensive
than the traditional cover sheet.
V-Trees
Tools provided with the system allow system managers and subscribers to build unique menus called V-Trees
within mailboxes on the system. A V-Tree in a mailbox can perform functions similar to those that the Automated
Attendant performs on a system-wide basis—the V-Tree can route calls reaching the mailbox to different extensions
or mailboxes, prompt the caller to answer a series of questions, voice information (such as product information) to
the caller, even fax information to the caller—all depending on the caller’s keypress selections. W hen you create a
V-Tree, you record prompts for the V-Tree that voice all the options available to callers when they reach the V-Tree. 
						

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V-Trees can significantly reduce the time employees spend performing basic, repetitive tasks. A simple V-Tree can,
for example, provide callers with options to obtain answers to common product questions, transfer callers to a
specific department in the company, or leave product orders. On systems with installed fax boards, you can set up
a V-Tree to automatically fax certain documents to callers who request them.
Interview V-Trees (Forms Filler V-Trees)
An interview-oriented V-Tree requests and collects information from callers. This type of V-Tree can survey for
customer satisfaction, for example, requesting callers’ names, the products and/or services they use, their
impressions of the products, and their suggestions for improvements. All responses to an interview V-Tree are
grouped in a single message for playback by the mailbox owner.
Call Routing V-Trees
A call-routing-oriented V-Tree provides callers with easy touch-tone phone access to any department or subscriber
in the company. By giving callers quick, simple, and unassisted access to the exact subscriber or department they
need in a given situation, call routing can be the heart of a number of productivity- and customer service-enhancing
V-Trees.
Information-on-Demand V-Trees
An information-on-demand-oriented V-Tree provides multilevel menus of information in a mailbox. These menus
can give callers access to spoken (audiotext) and written (Fax Retrieval) information, 24 hours a day. Information-
on-demand can significantly reduce the time personnel spend answering routine questions.
Audiotext
Audiotext gives callers answers to frequently asked questions without requiring the intervention of busy employees.
Prerecorded messages placed in the system can, for example, give callers directions to the company’s office or
information on special sales promotions. Such information can be placed in easily updated announcements,
accessible 24 hours a day. Audiotext boosts productivity while improving customer service by providing callers with
Touch-Tone access to frequently requested information. Callers get the facts they need quickly, and employees are
free to handle more valuable tasks with fewer interruptions.
Fax Retrieval
W ith Fax Retrieval, the company, its departments, or even individual subscribers can offer callers the opportunity to
request and receive faxed copies of documents stored in the system. Once requested (via the keypad), documents
are transmitted automatically, any time of day or night, to the fax machine of the caller’s choice. Frequently
requested documents, such as credit applications or order forms, are ideal candidates for Fax Retrieval. Other
productivity-enhancing possibilities include customer service documents, maps, legal documents, and sales
promotions.
V-Tree Generation Interfaces
The system offers graphical and non-graphical V-Tree generation tools:
Generation with Visual V-Tree™ or Visual Architect™
Visual V-Tree and Visual Architect are graphical interfaces for creating V-Trees in system and subscriber
mailboxes. By incorporating todays most effective software tools, like drop-down menus, toolbars, and point-and-
click mouse operations, Visual V-Tree and Visual Architect make it extremely easy for system managers to build
intricate V-Trees. Prompts to accompany the V-Tree can be recorded using V-Edit™, the system’s powerful
integrated voice editor.
Generation with the Telephone Interface
Subscribers can create custom V-Trees for their own mailboxes, using the system’s telephone V-Tree capabilities. 
						

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Enterprise-wide Communications
AMIS Interface Module (AIM™)
Using the internationally recognized Audio Messaging Interchange Specification (AMIS), the optional AMIS Interface
Module allows the system to exchange voice information with AMIS-compatible voice-processing systems in
satellite offices, vendor locations, or other remote sites.
Using AMIS’s administered networking capabilities, the system manager can assign a node number to each of the
AMIS-compliant systems with which messages will be exchanged. The node number serves as a code that
represents the complete phone number one must traditionally dial to access the remote system. W hen remote sites
have assigned node numbers, subscriber’s who want to send messages to mailboxes at those sites must enter only
the node number and the destination mailbox number.
OctelNet™
Similar in nature to the AMIS Interface Module, the optional OctelNet module allows the system to exchange voice
information with other OctelNet-compatible voice processing systems in satellite, offices, vendor locations, and
other remote sites. Unlike AMIS, however, OctelNet provides subscribers communicating with remote systems with
access to all the message processing options (except Fax Mail) normally available during inter-site communication,
such as message confirmation, dial by name, and more. As with AMIS’s administered networking capabilities,
subscribers using OctelNet need only enter node numbers and destination mailbox numbers when sending
messages to remote systems. 
						

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System Sizing Sheet
Starting in the left-most column, list each typical group of messaging system users (subscribers); the highest number of people you project will be in each group
over the next 24 months (if more than one company or unique organization will be sharing the messaging system, include information to cover 
all companies and
organizations); the estimated average daily minutes of direct and indirect mailbox usage for each subscriber group; and the average number of messages stored,
message length, number of faxes stored, and pages in each fax.
Use the averages shown in the example at the bottom of the page as a guideline.  “Direct” mailbox usage includes all time that the subscriber spends
accessing the system. “Indirect” includes all time callers to the subscriber spend accessing the system and all time that the system spends servicing the
subscriber. To ensure proper system sizing, classify
 each
 potential system subscriber over the next 24 months into one of the Subscriber groups you list. Your
authorized representative will complete the fields in 
italics
.
Average Daily Minutes
of Usage
Group of Subscriber
Highest
No. in
Group
Direct
Indirect
Leave Blank
for Vendor Use
1            2
Avg. No.
of Msgs
Stored
Avg. Lgth.
of a Msg.
(Seconds)
Avg. No.
of Faxes
Stored
Avg. No.
of Pages
per Fax
Leave Blank
for Vendor Use
3           4
______________ ________ ______ ______ _____ _____ ________ ________ ________ ________ _____ _____
______________ ________ ______ ______ _____ _____ ________ ________ ________ ________ _____ _____
______________ ________ ______ ______ _____ _____ ________ ________ ________ ________ _____ _____
______________ ________ ______ ______ _____ _____ ________ ________ ________ ________ _____ _____
______________ ________ ______ ______ _____ _____ ________ ________ ________ ________ _____ _____
______________ ________ ______ ______ _____ _____ ________ ________ ________ ________ _____ _____
______________ ________ ______ ______ _____ _____ ________ ________ ________ ________ _____ _____
______________ ________ ______ ______ _____ _____ ________ ________ ________ ________ _____ _____
Totals:
________ _____ _____ _____
Weighted Average Minutes/Day/Mailbox:   ______ Minutes of Disk Space Storage Required:  _____  Minimum Total Megabytes Required:  _____Example:
Average Daily Minutes
of Usage
Group of Subscriber
Highest
No. in
Group
Direct
Indirect
Leave Blank
for Vendor Use
1            2
Avg. No.
of Msgs
Stored
Avg. Lgth.
of a Msg.
(Seconds)
Avg. No.
of Faxes
Stored
Avg. No.
of Pages
Per Fax
Leave Blank
for Vendor Use
3           4
Executive________ ___5__ ___2__ _____ _____ ____6___ ___45___ ____8___ ___10___ _____ _____
Manager________ ___6__ ___4__ _____ _____ ____6___ ___30___ ____5___ ____8___ _____ _____
Gen. Professional________ ___4__ ___2__ _____ _____ ____5___ ___30___ ____5___ ____5___ _____ _____
Service Tech.________ ___5__ ___0__ _____ _____ ____7___ ___20___ ____4___ ____3___ _____ _____
Order Entry Clerk________ ___2__ ___8__ _____ _____ ____5___ ___30___ ____2___ ____2___ _____ _____
Other Clerks________ ___2__ ___1__ _____ _____ ____3___ ___30___ ____2___ ____2___ _____ _____
Secretary________ ___3__ ___1__ _____ _____ ____2___ ___30___ ____3___ ____4___ _____ _____ 
						

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Notes: 
						

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Phone Usage Sheet
Use this sheet to provide information on the average number of internal and external calls your phone system
processes.
Complete either the top or bottom portion of this sheet, depending on whether actual phone statistics are available.  If
more than one company or unique organization will be sharing the system, include information to cover all
companies.  Your authorized representative will complete the fields in italics.
Whether providing statistical information or formulating estimates, do not include or consider statistics for days the
company experiences substantially lower call volume, such as days the company is typically closed (weekends, for
example).  By including statistics for these days, you will lower call volume averages calculated to determine the
hardware your system will require.
If phone system statistics are kept, complete the following table:
                        Average Number of Calls
 M on      Tue       Wed      Thur        Fri         Sat        Sun
Midnight - 1:00 
AM_____   _____    _____    _____    _____    _____    _____
01:00 - 02:00 
AM_____   _____    _____    _____    _____    _____    _____
02:00 - 03:00 
AM_____   _____    _____    _____    _____    _____    _____
03:00 - 04:00 
AM_____   _____    _____    _____    _____    _____    _____
04:00 - 05:00 
AM_____   _____    _____    _____    _____    _____    _____
05:00 - 06:00 
AM_____   _____    _____    _____    _____    _____    _____
06:00 - 07:00 
AM_____   _____    _____    _____    _____    _____    _____
07:00 - 08:00 
AM_____   _____    _____    _____    _____    _____    _____
08:00 - 09:00 
AM_____   _____    _____    _____    _____    _____    _____
09:00 - 10:00 
AM_____   _____    _____    _____    _____    _____    _____
10:00 - 11:00 
AM_____   _____    _____    _____    _____    _____    _____
11:00 - Noon_____   _____    _____    _____    _____    _____    _____
Noon - 01:00 
PM_____   _____    _____    _____    _____    _____    _____
01:00 - 02:00 
PM_____   _____    _____    _____    _____    _____    _____
02:00 - 03:00 
PM_____   _____    _____    _____    _____    _____    _____
03:00 - 04:00 
PM_____   _____    _____    _____    _____    _____    _____
04:00 - 05:00 
PM_____   _____    _____    _____    _____    _____    _____
05:00 - 06:00 
PM_____   _____    _____    _____    _____    _____    _____
06:00 - 07:00 
PM_____   _____    _____    _____    _____    _____    _____
07:00 - 08:00 
PM_____   _____    _____    _____    _____    _____    _____
08:00 - 09:00 
PM_____   _____    _____    _____    _____    _____    _____
09:00 - 10:00 
PM_____   _____    _____    _____    _____    _____    _____
10:00 - 11:00 
PM_____   _____    _____    _____    _____    _____    _____
11:00 - Midnight_____   _____    _____    _____    _____    _____    _____
Totals:_____   _____    _____    _____    _____    _____    _____
Sum of Totals:   _______ Avg. No. of Calls per Business Day:  _____
If phone system statistics are not kept, provide the following estimates:
Number of calls on an average business day:  _______
Number of calls on the busiest day of the week: _______
Number of calls on the busiest hour of that day: _______
Busiest Hour % of Calls:  ______ 
						

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Notes: