Mitel Fax Memo Manual

							Table of Contents 
SECTION 1: INTRODUCTION 
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ..~ 1 
SECTION 2: THE SERIES 6 MODEL 
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ..~.............. 2 
SECTION 3: THE TELEPHONE USER INTERFACE 
.......................................................... 4 
3.1 WE SPEAK YOUR LANGUAGE 
.......................................................................................................... .5 
3.2 MESSAGING FOR THE HEARING-IMPAIRED ....................................................................................... 5 
3.3 GUESTMEMO USER INTERFACE.. 
..................................................................................................... .5 
3.4 ONLY THE HIGHEST QUALITY WILL Do.. ........................................................................................ .6 
SECTION 4: MESA-FLEX - MAILBOX FEATURES AND CAPABILITIES ..................... . 
4.1 FEATURE CLASSES OF SERVICE (FCOS) ........................................................................................... 7 
4.2 
LIMITS CLASS 
OF SERVICE (LCOS) .................................................................................................. 8 
4.3 GROUP CLASS OF SERVICE (GCOS) 
................................................................................................. 8 
4.4 NETWORK CLASS OF SERVICE (NCOS) ............................................................................................ 9 
4.5 RESTRICTED CLASS OF SERVICE (RCOS) ........................................................................................ -9 
4.6 TENANT CLASS OF SERVICE (TCOS) 
.............................................................................................. 10 
SECTION 5: OUTSIDE CALLER FEATURES 
..................................................................... 11 
5.1 TELEPHONE ANSWERMG 
............................................................................................................... .I 1 
5.2 AUTOMATED RECEPTIONIST 
.......................................................................................................... .11 
5.3 CALLAGENT ...................................................................................................... r.. ........................... 
12 
5.4 MAILBOX ON DEMAND 
................................................................................................................... 14 
SECTION 6: MAILBOX OWNER FEATURES ..................................................................... 15 
6.1 NOTIFICATION 
................................................................................................................................. 15 
6.2 E&VIEW MESSAGES.. ....................................................................................................................... 16 
6.3 RECORDING AND SENDING MESSAGES ........................................................................................... 16 
6.4 MAILBOX CUSTOMLZATION ............................................................................................................ 17 
. 6.5 ADVANCED SUBSCRIBER FEAXJRES.. ............................................................................................. 19 
SECTION 7: MULTIMEDIA MESSAGING WITH ONEVIEW 
......................................... 22 
7.1 
EASIER AND FASTER MESSAGING .................................................................................................. 22 
7.2 FAXMEMO AND ONEVIEW 
............................................................................................................. 23 
7.3 
SAVING MESSAGES ........................................................................................................................ 23 
7.4 ONEVIEW REMOTE 
........................................................................................................................ 23 
SECTION 8: APPLICATION MAILBOXES 
.......................................................................... 24 
8.1 
GREETING ONLY ............................................................................................................................. 24 
8.2 
TREE ................................................................................................................................................ 24 
8.3 
CHAIN .............................................................................................................................................. 24 
Page ii  
						

							8.4 ROTATIONAL 
. ..-....................................................~~.............................................~.........-.-...--..-..-.... 25 
8.5 
BROADCAST . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............ 25 
8.6 MESA-FORMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ..~..........-.......~............................ 26 
8.7 
SHAREDEXTENSION 
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ..-.............-.-.-..--.... 26 
8.8 
GUARANTEEDFAX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ..~.........................................~. . . . . . . . . . . . 26 
8.9WtiKAWAYFfi 
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ..-........-......-....... 26 
SECTION 9: SYSTEM ADMINISTRATION 
......................................................................... 28 
9.1 FLJN~TIONALLYPARTITIONEDSYSTEMADMMISTRATION(FPSA) ............................................... 28 
9.2 BILLING AND REPORTING 
............................................................................................................... 29 
9.3 
AI~MI-NNISTRATI~N By TELEPHONE .................................................................................................. 30 
9.4 SYSTEM BACKUP AND RESTORE............................................................-.-.........-...-......................- -3 1 
9.5 MESSAGEPURGE ............................................................................................................................. 31 
~.~TELNETAccEss 4 
.............................................................................................................................. 31 
SECTION 10: SECURITY 
........................................................................................................ 32 
10.1 DISASTER RECOVERY 
................................................................................................................... 33 
SECTION 11: NETWORKING 
................................................................................................ 34 
11.1 MESA-NET 
................................................................................................................................... 34 
1 1.2 AMIS ................................................................ ..-.........................................................................3 7 
SECTION 12: SWITCH INTEGRATIONS 
............................................................................. 38 
12.1 
PBX INTEGRATIONS.........................................................-............~....-....-............-.....-..................3 8 
12.2 . INTEGRATION .............................................................. ..-...........................~........................~...3 8 
12.3 SS7 iNTEGRATION.........................................................................................................................3 9 
SECTION 13: ARCHITECTURE ............................................................................................ 40 
13.1 THE MESA DESIGN STRATEGY...........................................................................-...-....................4 0 
13.2 FUNCTIONAL OVERVIEW ............................................................................................................ ..4 3 
13.3 SHARED RESOURCE FAX.......................................................................................~.......................~ 8 
APPENDIX I: CLASS OF SERVICE DESCRIPTIONS 
. . . . . . . . . ..~..-.........~.....~.~.~..-....~............. 62 
APPENDIX II: LINE CARD EXCEPTIONS . . . . . . . . . . . . . . . . . . . . . . . . ..~.........~..........~.~..~..............~....~. 76 
APPENDIX III: LINE CARD INTERFACES 
. . ..0...............................~..~.............~..........~....~... 83 
Page iii  
						

							Section 1: Introductidn ‘.- 
Centigram’s Series 6 system offers a multitude of unique, user-friendly voice and fa 
store-and-forward, call processing and multimedia messaging applications. These include 
VoiceMemo, FaxMemo, CallAgent and OneView respectively. All of these applications are 
easily accessible from any touch-tone telephone using single-digit commands. VoiceMemo and 
FaxMemo also may be accessed through any PC using OneView. Some examples of Series 6 
applications include: 
Paging a mailbox owner when a new voice or fax mail message arrives 
Scheduling automatic wakeup calls to any telephone at any date and time 
Using the telephone to download a fax message to any fax machine at any time now 
or in the future 
Recording a voice and/or fax message and having it automatic&y distributed to 
thousands of people 
Delivering new, unplayed voice or fax messages to an on- or off-system telephone 
number of choice 
Faxing a Windows document from a PC with voice annotation to multiple 
destinations, without using the PC fax modem 
Routing callers to predetermined destinations based on time of day, day of week, or 
day of year 
Allowing callers to record messages and have them delivered to subscribers without 
mailboxes 
The VoiceMemo, FaxMemo, CallAgent and OneView products are simple in design and 
operation. The software architecture has been kept simple, so customization and upgrading are 
not unnecessarily complex or expensive for the user. All of these applications reside on the 
Series 6 platform. 
Four different Series 6 platform models are available to provide communication solutions for 
- businesses: 
l Model 70-serves smaller installations with up to 24 ports and 55 hours of redundant 
speech storage 
l Model 1201--serves mid size installations with up to 32 ports and 55 hours of 
redundant speech storage 
l Model 120S-serves large size installations with up to 60 ports and 480 hours of 
redundant speech storage 
l Model 640-provides up to 240 ports with 1440 hours of redundant speech 
storage12800 hours non-redundant speech storage 
Page 1  
						

							Section 2: The Series 6 Model 
Because all of Centigram’s application products are supported on the Series 6 platform they can 
be integrated to provide advanced features and functions. Moreover, all of these features and 
functions are accessible from the most ubiquitous, user-friendly terminal: the touch-tone 
telephone. Centigram also offers complete desktop control of voice and fax messages from a 
windows-based. PC. 
So what does this mean for the end user? 
With the Series 6 system, the end user can retrieve voice and fax mail messages from any 
touch-tone telephone or PC. If they are traveling or do not have access to their computer, they 
can listen to their e-mail messages from any touch-tone telephone (using text-to-speech 
technology), or have them downloaded to any fax machine. 
Corporate data residing in 
mainframe computers can be accessed using telephones or facsimile machines 24 hours a day, 
without the intervention of human operators. 
Exhibit 2-l is a matrix of some of the possible communications solutions enabled by the Series 6 
platform. Exhibit 2-2 details the four application products that provide the underlying 
capabilities for developing these solutions. 
Exhibit 2-l 
Answering/CallAgent 
Page 2  
						

							Exhibit 2-2 
VoiceMemo Offers feature-rich voice store-and-forward&nctions 
These include voice messaging, telephone answering, audiotext, outdialing 
functions such as paging, message delivery, mailbox on demand and call 
placement, and voice forms. 
FaxMemo Permits facsimile store-and-forwardfinctions 
Enables users to send, receive, give, answer, voice annotate, and distribute fax 
messages. Provides for automatic and/or scheduled delivery of information 
via facsimile. 
CallAgent Provides comprehensive call processing and call handling :apabilities 
Allows users and administrators to configure applications to answer calls, 
play messages and route callers (on- or off-system) without human 
intervention. Provides audiotext customization. 
OneView Provides multimedia messaging@om a PC 
Enables mailbox owners to use a PC to view all messages in their mailbox 
and to play, make, answer, give, keep and delete their voice and fax messages. 
TDDMemo Provides messaging capabilities for the hearing impaired. 
Works with telecommunications devices for the deaf (TDDs), allowing 
system prompts to be displayed on the user’s TDD screen. 
Voice Gateway Provides Full-finction Interactive Voice Response capabilities 
Offers online access to any information on any database or host computer 
with information delivery via digitized voice, text-to-speech conversion, or 
facsimile transmission. 
Page 3  
						

							Section 3: The Telephone User Interface’ 
Human factors always have been a paramount consideration in the engineering of the 
VoiceMemo and FaxMemo user interface. Centigram was the first company to offer mnemonic 
prompts, an online user tutorial, single-digit prompts and system administration from a 
telephone. 
Mnemonic prompts provide easy-to-remember commands for each step of the call process. In 
addition, all commands are single digit, and menus are structured to present the most frequently 
chosen options first. The learning process for new users is accelerated, since it quickly becomes 
second nature to press “P” to play or “A” to answer a message, for example. Outside callers also 
can remember multiple menu items better, because keystrokes have a direct association with the 
corresponding operations. Once the user is comfortable with the prompts, they may override 
them. 
e 
Coupled with a friendly user interface is a mailbox tutorial for every nest mailbox on the system. 
The user is guided through this tutorial the first time they log into their mailbox. During the 
tutorial, the user learns about all messaging capabilities and customization features available in 
their mailbox. In addition, the user is led through the process of recording their name, a personal 
greeting, and a secret passcode. 
After the initial tutorial is completed, a user can access the 
tutorial again at any time through the “User Options” menu in their mailbox. If a user does not 
wish to hear the tutorial the first time they log into their mailbox, the system administrator may 
disable it. 
Since Series 6 system commands are easy to remember, users take advantage of advanced 
features. Corporate employees who begin by using the system just to take messages discover 
that, simply by pressing the A key, they can answer messages from other employees, and even 
hold “conferences” through voice messages. 
Service providers find they can migrate their 
customers to increasingly sophisticated levels of service as the customers discover how simple 
even the advanced features of the VoiceMemo and FaxMemo system are to use. 
VoiceMemo and FaxMemo prompts are context-sensitive. After listening to a message, the user 
can press “A” to Answer it; after recording a message, the user can press “A” to Append to it. 
During a message playback, a user can press T to go to the Top of the next message; after 
hearing a fax message has arrived, a user can press T for fax Transmittal options. The 
experienced user can override prompts with DTMF tones, and even enter an entire string of 
commands at one time. The Series 6 system retains and executes these commands in the order in 
which they are entered. Help is always available; the user simply waits for the prompt menu to 
be replayed. If the user presses an incorrect key, the system issues an informative error message, 
such as “I’m sorry; I did not understand that command,” followed by prompts for the options 
available at that time. 
’ See Section 7, “Multimedia Messaging with OneView” for an explanation of the desktop user interface. 
Page 4  
						

							3.1 We Speak Your Language 
In addition to English mnemonic prompts, numeric prompts are available on the VoiceMemo and 
FaxMemo applications in English, Australian English, British English, New Zealand English, 
Canadian French, German, Japanese, Korean, Latin American Spanish, Mandarin, Mexican 
Spanish and Portuguese. 
Each Series 6 system can offer from three to eleven additional full 
language sets in addition to English. Prompt languages are assigned by line group, which is 
particularly useful in international applications. Customers who speak French can be given the 
pilot number for a line group where French prompts are played, and Spanish-speaking customers 
can be given a number on the same system that issues Spanish prompts. Prompt languages also 
may be assigned to individual mailboxes, through the mailbox’s class of service. 
3.2 Messaging for the Hearing-Impaired 
* 
In addition to foreign languages, Series 6 systems optionally offer TDDMemo, which is used 
with TDDs (telecommunications devices for the deaf). With TDDMemo, every spoken prompt 
on Centigram’s system has been converted to Baudot tones (the tones all TDDs send and 
receive). This allows system prompts to be displayed on the user’s TDD screen. TDDMemo 
prompts function just like VoiceMemo prompts, telling the user how many new messages they 
have, instructing them how to perform an action, and allowing users to interrupt prompts and 
choose an action. TDDMemo prompts require a full-set language slot on the Series 6 system. 
3.3 GuestMemo User Interface 
Centigram prompts are available in two versions: the regular full-set (described above) and the 
GuestMemo set for the lodging environment. 
All systems ship with the full-set prompts, but 
these may be overlaid with the GuestMemo prompts for hotel or motel customers. 
GuestMemo 
prompts differ from the regular full-set prompts in three important ways: 
1. GuestMemo prompts are shorter than the full set prompts (since hotel guests do not 
need to perform all VoiceMemo functions). 
2. GuestMemo English prompts are alphanumeric (e.g., “Press P the 7 key to play the 
first message”). GuestMemo foreign language prompts are numeric. 
3. Each Series 6 system can accommodate from 3 to 11 GuestMemo prompt languages 
in addition to English. 
4. GuestMemo prompts in American English are available in both “overlay” and in 
“standalone” form. Overlay hotel prompts will load on top of American English 
mnemonic prompts. Standalone hotel prompts require a full language slot on the 
Series 6. 
Page 5  
						

							GuestMemo prompts make it easy for hotels and motels to offer customized service to their 
guests, through easy-to-use voice mail in their native tongue. GuestMemo prompts can even be 
played in one language, such as Mandarin, for a guest, and another language, such as English, for 
an outside caller leaving a message for that guest, 
3.4 Only the Highest Quality Will Do 
Series 6 systems support high quality prompts, names and greetings. Prompts are available in 
24 kbps. Names, greetings, and messages are available in 18.3 kbps, 24 kbps and 32 kbps. 
Speech and prompt quality can be configured systemwide, on a line group level, or on an 
individual mailbox level. 
32 kbps greetings can be used to provide highqnality company information (audiotext) 
mailboxes, or service provider bulletin boards. 24 kbps prompts are used to ‘enhance the quality 
of the user interface, and service providers could price mailbox services differently for mailboxes 
with differing speech quality. 
Page 6  
						

							Section 4: MESA-Flex - Mailbox Features and Capabilities 
Centigram has substantial experience selling into both the service provider and WE markets. 
Serving both markets has given Centigram a unique insight into the messaging needs of a broad 
base of user communities, and the different features and capabilities required for their particular 
business applications. 
The Series 6 server satisfies these diverse needs through MESA-Flex, a 
design tool that allows an administrator to define the features and capabilities of a mailbox. 
MESA-Flex allows a system administrator to enable voice and fax mailboxes with a unique set 
of features, capabilities, and parameters. There are over 300 capabilities that can be assigned by 
MESA-Flex and these may be configured into over 107 million distinct classes of service on a 
single system. Classes of service and individual features may be changed effortlessly and as 
often as desired on an individual mailbox level. In addition, these changes can be made online 
while the system is processing calls. 
*. 
MESA-Flex provides this design flexibility through six distinct classes of service categories, 
which can be programmed and assigned independently of one another. These are the Feature 
Class of Service (FCOS), Limits Class of Service (LCOS), Group Class of Service (GCOS), 
Network Class of Service (NCOS), Restricted Class of Service (RCOS) and Tenant Class of 
Service (TCOS). 
4.1 Feature Classes of Service (FCOS) 
When callers contact the Indianapolis Convention and Visitor’s Association they hear a 
welcoming greeting and are presented with four choices: press 1 on a touch-tone phone to record 
their address for a visitor’s guide mailing; press 2 to hear information on attractions and events; 
press 3 to hear descriptions of local hotels and, if desired, to transfer to the hotel of their choice 
to make a reservation; or press 4 to speak to a representative of the association. Callers on rotary 
phones are automatically transferred to a representative. 
All these options can be implemented on any Series 6 system.- The Indianapolis Convention and 
-Visitor’s Association simply took advantage of the powerful Feature Class of Service (FCOS) 
capabilities that are part of every system. Every mailbox on the system has a unique set of 
features that are enabled by feature bits. Based on software release 6.0, the Series 6 system has 
over 250 different feature bits. These features range from basic user privileges such as the ability 
to ‘receive messages from outside callers, to specialized operations like fax broadcasting. 
Combining feature bits creates an FCOS, which defines the capabilities of an individual mailbox. 
Centigram’s rich FCOS structure means that our customers can create many specialized 
applications without purchasing new software or hardware. The system does not force you to use 
a set of preprogrammed choices. Default FCOS are included in the system configuration to 
allow the system administrator to create mailboxes immediately after the system is installed, but 
these FCOS definitions can be modified by adding or deleting feature bits. An example is the 
Page 
7  
						

							Greeting Only FCOS, which plays a greeting to an outside caller (such as movie listings, weather 
information, or store hours), then hangs up. 
Each mailbox on the system can have a unique set of features and capabilities. Fax capabilities 
(fax broadcasting, fax on demand, fax store-and-forward, guaranteed fax, walkaway fax) and 
special mailboxes (tree, broadcast, check-in/check-out) are examples of features enabled by 
feature bits. Every mailbox can be customized with a unique FCOS, which can be changed 
easily and as often as necessary by the system administrator. If a user’s mailbox is assigned to 
an FCOS that excludes a specific feature, the user will not hear any prompts that refer to that 
feature. 
FCOS is used in one of three distinct ways. First, it is often valuable to differentiate a novice 
user from an experienced user and to provide advanced mailbox features for experienced users 
only. This minimizes training and support requirements associated with system implementation. 
Second, FCOS is often used to match a mailbox to the requirements of a ipecific application. 
Examples include rotational mailboxes for audiotext, check-in/check-out mailboxes for lodging, 
and hands-free mailboxes for cellular phone users. Third, FCOS is used by service providers to 
build several distinct tiers of messaging service. Each tier has a richer functionality which 
generates additional revenue for the service provider. Up to 640 FCOS can be programmed to 
define unique mailbox functionality. Please see Appendix 1 for a list of feature bits by category. 
4.2 Limits Class of Service (LCOS) 
LCOS defines all of the operating parameters of a mailbox by restricting message, greeting, and 
outdialing digit lengths. These parameters allow the system administrator to control the use of 
the system resources. They are frequently used in conjunction with FCOS to build multiple tiers 
of service offerings. Like FCOS, they can be configured and changed online by the system 
administrator. 
Language prompts (English, Australian English, British English, New Zealand English, 
Canadian French, German, Japanese, Korean, Latin American Spanish, Mandarin, Mexican 
Spanish and Portuguese). 
Up to 640 LCOS can be programmed to quantify different categories of parameters. A list of 
these parameters is included in Appendix 1. 
4.3 Group Class of Service (GCOS) 
The GCOS defines mailboxes with which a user can exchange messages. GCOS provides 
software partitioning at the mailbox level, without requiring partitioning at the line group level. 
This class of service category allows the VoiceMemo and FaxMemo applications to be 
configured as either closed or flexible communities of interest, all served by the same multiline 
hunt group (MLHG). 
Page 8