Mitel Fax Memo Manual

							1 Introduction 
Receptionist II is a Centigram software product that functions as an automated 
attendant, typically, within an integrated Centigram Series 6 Communication 
Server and PBX system. Receptionist II can perform the following tasks: 
l Pick up an incoming call and greet the caller 
l Allow the caller to dial an extension 
l Screen a call l , 
l 
Connect the caller to an intermediate attendant (a person to screen 
calls or take messages) 
l Transfer a caller to a voice mailbox 
When a call comes in, Receptionist II takes the call, then transfers the call, as 
required. Receptionist II can make blind, supervised, or screened transfers. 
l 
Blind transfer. The system releases the call (“hangs up”) after 
dialing the extension; used for transferring to extensions that do not 
have a mailbox on the system. 
Supervised transfer. The system stays online until the caller gets 
through to the desired extension. If the extension is busy or rings 
but does not answer--referred to as Ring No Answer (RNA) in the 
rest of this manuaLReceptionist II pulls back the call and the caller 
can choose to leave a message in the called party’s mailbox, or be 
transferred to another extension. 
Screened transfer. Receptionist II asks for the caller’s name, then 
notifies the called party about the call and the called party can choose 
to accept or reject the call. Again, if the call is rejected, the caller can 
leave a message in the called party’s mailbox or be transferred to 
another extension. The options available to a caller (transferring to 
another extension or leaving messages in mailboxes) are configured 
by the system administrator. 
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							Introduction 
Receptionist II Features 
Receptionist II has the features described in the following paragraphs. 
Console Attendant Functions 
Receptionist II can answer incoming calls, screen them, dial an extension for 
the caller, or play menu options for the caller. 
Receptionist II can also allow direct access to an extension directly and/or call 
forwarding to a mailbox without Receptionist II assistance. 
Day/Night Greetings 
You can record separate customized greetings for day answering and night 
answering. You can configure hours and days that comprise “Day” and 
“Night/Weekend” to suit the requirements of the individual installation. 
Receptionist II can handle “day” calls differently from “night” calls. 
Configurable Prompts Languages 
System prompts are available in English (American, Australian, New Zealand, 
UK), French, German, Japanese, Korean, Mandarin, Spanish, Mexican 
Spanish, and Portuguese. 
Automatic Outdialing to Trunks 
When callers dial an internal extension number, Receptionist II can 
automatically route the call to an outside number (for example, a modem 
number). 
Call Screening/Automatic Announcement for Users 
Mailbox users can choose to have all their calls screened. A mailbox user who 
calls another mailbox user can press the star (*) key, plus his or her own 
mailbox number, in reply to the prompt “Whom may I say is calling?” 
Receptionist II automatically announces the name that is recorded in the 
mailbox. If the call is not answered (or is rejected by the user), any message 
that is left is recorded from the caller’s mailbox. This allows the recipient to 
answer the message simply by pressing the 2, or A (for answer), key. 
Flexible Rerouting of Calls 
When a call does not go through, users can have their calls routed to a personal 
attendant’s number, to the Console Attendant, or to their personal mailboxes; 
or they can choose to have Receptionist II play one of four redial menus. You 
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							Introduction 
can choose different routings for Busy, Ring No Answer, and Rejected calls 
(for calls to extensions), and call failure (for calls to trunks). 
Customized Treatments for Individual Users 
You can group together call processing options to make up to 16 “treatment 
types,” or call processing instructions, that allow an administrator to provide 
users with the call processing options that they want. Treatments types are 
stored in the mailbox data file, and the administrator can easily change a 
treatment type. 
Separate Day and Night/Weekend Call Treatments for Individual Users 
Each mailbox can store separate Day and Night/Weekend treatment types. 
Receptionist II checks the user’s mailbox for the correct treatmeht type before 
processing an incoming call. 
Directory/Menu Capabilities 
You can use mailboxes with “tree” class of service to build directories or menus 
which direct outside callers to the appropriate extension or mailbox within the 
system. The tree mailbox can allow the user to access a “chain” mailbox, 
which plays a mailbox greeting, then prompts the caller to enter an extension 
number. 
Single-Digit Access 
You can configure this menu capability so that after the main greeting plays, 
Receptionist II allows single-digit access to selected departments and specific 
extensions. 
Dial-by-Name 
Receptionist II can allow users to reach an extension by pressing keys that spell 
a person’s name. You can configure the feature so that the caller can dial by 
last name or first name dial by last name or first name. 
# Dial Around 
The # dial around feature allows the caller to act as his/her own receptionist. 
For example, after leaving a message for one user, the caller can press 
Q # , then 
dial another number when prompted. 
logging Into Your Mailbox 
Receptionist II is a layer of programming that functions on top of the 
VoiceMemo application. If you call a number answered by Receptionist 
II, 
you can dial an extension. In addition, you can reach the VoiceMemo message 
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							Introduction 
center by pressing @ to leave a message in a mailbox. You can also log into 
your mailbox from the VoiceMemo message center by pressing # 
Q again, 
followed by your mailbox number; alternatively, you can dial your mailbox 
number, followed by @ to log into the mailbox. 
Receptionist II Operation 
The system administrator conf&ures how Receptionist II initially answers a 
call. The administrator then enters call processing instructions for individual 
mailboxes. Receptionist II checks these instructions when directing a call to 
the mailbox and handles the call according to these instructions. 
Call Flow and Call Processing 
Figures l-l to l-5 show the basic Receptionist II call flow and call processing. 
Typical Call Transfer 
Figure 1 shows a typical call flow for a call transfer to a called party. A caller 
dials the company main number, Receptionist picks up the call and greets the 
caller, then asks the caller to dial an extension. The caller dials the extension. 
Receptionist II then transfers the call. Typically Receptionist II supervises the 
transfer-Receptionist II on the line until the called party answers the phone, 
then releases the call (hangs up). 
If the extension has no associated mailbox, Receptionist II releases the call as 
soon as the caller dials the extension. 
leaving a Message 
Receptionist II allows the user to dial an extension. If the called party is not 
available, Receptionist II gives the caller an option to leave a message. Figure 
l-l shows this call flow. 
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							Introduction 
1. Caller dials 
main number 
2. Caller dials 
extension 
or dial by name 
&is 
Receptionist II 
I 
Receptionist II 
greets caller and 
asks for input 
I Party picks up call. 
Receptionist II release call. 
r. 
l 0 or l 
No answer or busy, 
Receptionist II routes 
6116TRFR.FH5 
Figure 1 - 1 Receptionist II Supervised Call Transfer 
Screened Transfer 
Receptionist II asks the caller for his/her name, then notifies the called party 
about the call and the called party can choose to accept or reject the call. 
Again, if the call is rejected, the caller can leave a message in the called party’s 
mailbox or be transferred to another extensibn. The options available 
to a 
caller (transferring to another extension or leaving messages in mailboxes) are 
configured by the system administrator. Figure l-2 illustrates call screening. 
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							Introduction 
Caller dials 
number 
J Receptionist II screens call; 
releases call if accepted; 
provides option to leave a 
message if called party 
rejects call. 
Figure l-2 Call Screening by Receptionist II 
You can configure Receptionist II to process a call through an intermediate 
attendant. Receptionist II dials the intermediate attendant, who screens the 
call. Figure 
l-3 shows the intermediate attendant call flow. 
intermediate 
0 
Intermediate attendant 
notifies called party. 
Called party accepts or 
rejects call. 
Receptionist II 
VoiceMemo 
k+ 
Figure l-3 Intermediate Attendant Call Flow 
Caller Waits or Dials “0” 
If caller rejects call, 
intermediate attendant 
routes call back to 
Receptionist II, which gives 
the caller the option of 
leaving a message. 
511aamm5 
If the system allows the caller to reach a person(for example, a console 
attendant) the caller reaches the person by dialing 
0 or waiting, rather than 
dialing an extension. 
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							Introduction 
Converting an Extension Number to a Mailbox Number 
When a caller dials an extension, Receptionist II converts the extension 
number to the associated mailbox number, checks the mailbox for instructions, 
then dials the extension or trunk number that is stored in the mailbox. 
If the mailbox numbers are the same as the extension numbers, then 
Receptionist II can simply check whether the extension has an associated 
mailbox. However, a system might require Receptionist II to convert an 
extension number-to-mailbox number using the following steps, in the order 
shown: 
1. Delete leading digits, if applicable. 
2. Add signed value in offset table, if applicable. 
Example 
Extension: 3975 c. 
For all extensions starting with 3, delete 1 digit 
Leading digit deleted: 975 
For all extensions starting with “3,” the offset value is -100 
Add signed offset value to 975: 975 + (-100) 
Mailbox number is 875 
For more detailed information on Delete Digit and Offset tables, see Chapter 
l-4 shows extension- 
2, “Receptionist II Parameters.” The flowchart in Figure 
to-mailbox number conversion. 
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							Introduction 
No 
Consult Delete Digits 
Table 
Delete leading digit(s) + 
Yes 
* Consult Offset 
Table 
No 
Figure l-4 Extension-to-Mailbox Number Conversion 
Dialing an Extension 
- 
After Receptionist II validates an extension number and its associated mailbox, 
Receptionist II dials the extension number. If screening is not in place, the 
caller will pick up the call or Receptionist II will fail to connect the call because 
of one of the following situations: 
0 Reorder tone - fast busy tone indicating that switching paths are 
busy. Depending on the PBX specifications, Receptionist II is 
configured to treat the reorder tone as one of the following 
situations: 
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- Dead line  
						

							Introduction 
Ring No Answer 
The administrator can configure the Receptionist II response, which can take 
the caller to an attendant, allow the caller to dial another extension, leave a 
message, or select from a menu that lists the options just mentioned. 
Mailbox Call Processing 
Each mailbox stores call processing instructions. To simplify mailbox 
programming, the administrator can enter up to 16 groups of call processing 
instructions, or treatment types, into the system configuration file. When 
creating a mailbox, an administrator can use these treatment type? to configure 
separate day and night instructions that best match the choices of the mailbox 
owner. 
Single-Digit Access Menus 
You can configure Receptionist II to present the caller with a menu of options 
that the caller can access by pressing a single digit. For example, 
Receptionist II might greet the caller as follows: “Thank you for calling ABC 
company. Press 1 to dial an extension, press 2 to reach Technical Support, 
press 3 to reach the Job Hotline.” Figure 1-5 illustrates the call flow for this 
sample single-digit menu. 
1. Caller dials 
main number 
2. Caller dials 
extension number or 
presses selection 
from a single-digit 
access menu. 
‘5 
1-W 
r 
4ia Receptionist II  Input extension or 
Extension receives call, 
VoiceMemo 
& L 
(1 Receptionist II directs call 
to VoiceMemo for information. 
Figure l-5 Single-Digit Access Menu Call Flow 
l-9