Mitel Fax Memo Manual

							There are two types of GCOS assignments: bit-mapped, flexible GCGS that can accommodate 
multiple member groups within a GCOS, and simple GCOS groups, that only one level of 
affinity communication. 
More than 64 flexible, bit-mapped GCOSs can be programmed. A mailbox can be assigned to 
one, some, or all of these GCOSs. That mailbox can then exchange messages with any other 
mailbox that is a member of any common GCOS. As an example, a hierarchy of messaging can 
be built, so that the president of a company can communicate with any of the senior staff, staff 
can communicate with the president, with each other, or within the department, but lower level 
department members can only talk to their senior staff representative, not with the president and 
not across departmental lines. 
Up to 32,000 GCOSs can be built as simple affinity groups. Mailboxes assigned to these GCOSs 
can only communicate with each other and do not enjoy the hierarchy that w& described above. 
Affinity groups allow the system to be partitioned into “virtual” systems, so that a single system 
can be shared by many different user communities or organizations. With GCOS, this can be 
done confidentially and transparently to the distinct user groups. 
4.4 Network Class of Service (NCOS) 
NCOS works in conjunction with Centigram’s MESA-Net digital networking products and 
allows the system administrator to regulate user access to and priority on the digital network. A 
mailbox’s NCOS controls communications between users in one location with users on a 
Series 6 system in another location. A list of NCOS parameters can be found in Appendix 1. 
4.5 Restricted Class of Service (RCOS) 
The RCOS is used to provide NPA/NXX screening, which in turn allows a system administrator 
to screen all outgoing VoiceMemo and FaxMemo calls (e.g., fax retrieval, auto wakeup, message 
delivery, paging). NPA/NXX screening takes place at both the toll (central office) level and the 
- area code (long distance) level. And, because system administrators can configure a different 
RCOS for every mailbox owner on the system, each mailbox can have a different screening 
configuration. NPA/NXX screening can take place in two different ways: 
l Allow users to outcall to any number except those specified in the RCOS 
l Allow users only to outcall to those numbers specified in the RCOS 
A mailbox owner can be allowed to download faxes to all numbers in the 415,408 and 5 10 area 
codes only, or to all area codes except 5 15. Alternatively, NPA/NXX can provide additional 
security enhancements to the Series 6 system by protecting it against toll abuse. Using RCOS, 
any specified mailboxes can be prohibited from making 976 or’ 900 calls. In addition, more 
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							flexibility can be given to traveling employees to send messages, faxes, and pages to long 
distance numbers, versus local employees, who only may need to deliver faxes to an internal 
extension. With NPA/NXX, system administrators have complete flexibility in designing the 
appropriate limitations on an individual mailbox basis. 
4.6 Tenant Class of Service (TCOS) 
The TCOS was introduced in VoiceMemo’s software release 5.01. This applies only to systems 
using the Unified Integration capability, which supports up to 32 different switches and up to 56 
different tenant groups to share the same Series 6 system. The TCOS controls what outside 
callers hear and how they are routed within and across the multiple line groups of a shared tenant 
application. 
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							Section 5: Outside Caller Features 
There are four types of outside caller features: Telephone Answering, Automated Receptionist, 
CallAgent, and Mailbox on Demand. 
5.1 Telephone Answering 
An example of telephone answering is when a caller reaches an extension and is transferred to 
VoiceMemo to record a message. After recording their message, outside callers can be given the 
oppormnity to: 
l Replay their message 
l Re-record their message 5 
l Mark their message urgent so it is placed in the front of the mailbox owner’s message 
queue 
l Have the mailbox owner paged and enter a callback number to be displayed on the 
pager 
l Leave a message for another mailbox on the system 
l Be transferred to the operator or any extension on the switch. 
5.2 Automated Receptionist 
Automated Receptionist II is an optional feature that answers incoming phone calls and asks the 
caller to enter the extension number of the party they wish to reach. If they do not know the 
extension number of the party, they can spell out the name on the telephone keypad. Once the 
extension has been entered, the system will transfer the caller to the desired party’s extension. 
_ Calls may be transferred blind, supervised, or screened. If it is a blind transfer, the system hangs 
up once the extension is dialed. If it is a supervised transfer, the system stays on line until the 
caller gets through to the desired extension. If the extension is busy or ring-no-answer, the call is 
pulled back and the caller can choose to leave a message in the called party’s mailbox, or be 
~ transferred to another extension. A screened transfer is when the called party is forewarned who 
is calling and can choose to accept or reject the call. Again, if the called party chooses not to 
answer the call, the caller may 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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							5.3 CallAgent 
CallAgent provides advanced call processing capability for Centigram’s Series 6 systems. 
CallAgent is designed for flexibility and allows you to: ; 
l Design complex call processing applications 
l Build powerful automated attendants for your company 
l Create customized audiotext and information delivery applications 
l Utilize multiple call processing applications on each line group 
l Configure every extension with its own unique call processing options 
l Create customized department call processing applications 
l Program or change your call processing applications at any tune Lsing a touch-tone 
telephone 
CallAgent is a powerful tool designed to allow users to build customized call processing 
applications. In most instances, every department or individual in a company will not require 
their own call box. Call boxes are primarily used on an exception basis, for those individuals or 
departments who require special call processing. Users have a number of features to select from 
to build in their specific applications. The key building block for all applications is the call box, 
which is described in the next section. 
The Call Box 
CallAgent’s flexibility stems from its modular architecture, which uses combinations of call 
boxes to build call processing applications. Just as a voice mailbox handles all the voice and fax 
messaging for the Centigram platform, a call box handles all the call processing. A call box 
allows users to select any or all of the features needed for a specific call processing application. 
Call processing applications can be created using one or more call boxes. 
- Overview 
The functionality provided by the call box is divided into the following six segments: 
Override 
If enabled, the override segment will supersede the remainder of the call 
box and take a predefmed action such as transferring to an extension or 
another call box. 
Holiday Schedule 
Routes callers depending on the day of the year. The user can set up 
holiday call processing up to one year in advance. Each year the holiday 
schedule is automatically updated by CallAgent, based on the holidays 
selected the previous year. 
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							Weekly Schedule 
Greeting Routes callers depending on the time of day and day of week. 
- 
Plays a user-recorded greeting. 
Menu 
Plays a user-recorded menu a user-defmable number of times. This 
segment will also route callers depending on their single-key or multikey 
DTMF inputs. 
Auto Exit 
If no other segment has routed the caller, auto exit will route the caller 
based on a predefmed action. 
The picture on the right graphically 
represents a call box. Every call is 
processed sequentially through each 
call box segment, beginning with the 
first segment, override. If callers are 
not routed or transferred out of the 
call box by the override segment, 
they are passed on to the next 
segment, schedule. 
Callers move 
through the call box until they are 
processed appropriately. A screen 
example of the main call box 
configuration screen showing each 
of the call box segments is included 
in the Administration section of the 
CallAgent Product Note. 
4 
Calls 
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							Cdl Box Actions 
Call box actions are the transfer and routing functions available within each call box segment. 
Depending on the call box segment, certain actions are possible and some are not possible. 
CallAgent can automatically route callers to call boxes, extensions and mailboxes, or take touch- 
tone input from the caller and route them to the specified selection. The primary actions 
available are depicted in the following picture of an “action box” taken from an actual CallAgent 
screen. 
SUP 
BLND 
ALT 
SCRN 
AT-ND 
DISC 
MBX 
UND 
CONT 
DBN Supervised Transfer 
Blind Transfer 
Alternate Transfer 
Screened Transfer 
Attendant 
Disconnect 
Mailbox 
Undefined 
Continue in Callbox 
Dial-by-Name 
CallAgent Release 1.1 supports the 18.3, 24 and 32 kbps speech compression rates available in 
Series 6. Users can set the compression rate for each individual call box to improve speech 
quality. Transfers f?om the Menu and Auto Exit segments to a VoiceMemo mailbox can now be 
set to skip the mailbox greeting. CallAgent Release 1 .l also allows administrators to program 
lo-digit telephone digits through the telephone interface, allowing users to transfer calls to 
different area codes. Finally, with Series 6, CallAgent billing information is provided through 
the Enhanced Call Detail Recording (CDR) option. 
5.4 Mailbox on Demand 
Mailbox on Demand is a feature that allows an outside caller to record a voice and/or fax 
message for a subscriber who does not have a mailbox, and have that message delivered to the 
subscriber. The outside caller benefits by having the opportunity to communicate non-real time 
with a subscriber whom they otherwise would not be able to reach. 
- 
This feature is valuable to both CPE and Service Provider customers. In the CPE market, 
mailboxes could be created on the fly for students who do not have voice mail, guaranteeing that 
outside callers, professors and other students can effectively communicate with students who are 
often difficult to reach. In the Service Provider market, mailbox on demand allows csulers to 
leave a message for the mobile subscriber, who by definition is a moving target. 
Mailbox on Demand is also a network subscriber feature, and its use as such is described in 
section 6.5. 
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							Section 6: Mailbox Owner Features 
6.1 Notification 
Message waiting lights usually are sufficient to notify a user that they have new messages, zythe 
user is located next to their telephone. However, there are more and more individuals who do 
not regularly work at a specific office location or desk. For these people, a message waiting light 
is not very useful. In response to this situation, Centigram has created numerous ways in which a 
user can be notified of a new message. These include paging, cut-through paging and message 
delivery options. 
Paging notification allows for real-time notification of voice and fax messages. The Series 6 
system supports all commercially available pagers. If the pager is a voice pager, the system will 
deliver the first 30 seconds of the voice message. 
It can also send customized alphanumeric 
messages to paging subscribers. The system supports integration to the widest variety of paging 
systems via dialup, and most recently, telocator network paging protocol (TNPP). 
The system allows for paging customization. First, the mailbox owner can designate up to two 
primary and two alternative pager numbers. 
Second, the mailbox can be configured to page at 
certain intervals or frequencies, or for urgent messages only. 
Cut-through paging allows an outside caller or a mailbox user to send a callback number to a 
digital pager. Normally when an outside caller leaves a message, only the user’s mailbox 
number is sent to the digital display pager. With cut-through paging, a user &m circumvent their 
mailbox and contact the caller directly, using the callback number. The caller also has the option 
of leaving a voice or fax message in the user’s mailbox Z& leaving a callback number. 
Message Delivery is another convenient and timely way to deliver new messages to mailbox 
owners who work off-site or who are working away from their telephone. If a user decides to 
work out of their home, they can bypass the need to call into voice mail every hour by using 
message delivery. The system will call the user at home (or wherever the user precontigured the 
- system to call) every time a new message arrives. When the phone is answered, the system will 
prompt, “Hello . 
You have  unplayed messages in your mailbox. 
Please enter your passcode.” 
Once entered, the system prompts the user with the main menu 
(e.g. “press P to Play your first message, M to Make a new message” etc.) 
Like other notification features, message delivery allows the user to set the telephone number, 
specify the hours available for message delivery, and, through the system administrator, to 
specify the types of messages to deliver (urgent only, for example). 
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							6.2 Review Messages 
After being notified of new messages, a user calls into the system, logs into their mailbox, and 
hears how many new and saved messages they have. The user then can choose to listen to all, 
some or none of the messages (urgent messages fast, unplayed messages second, and saved 
messages third), listen to a message multiple times, move forward/backward within the message, 
pause, or skip to the next or previous message in queue. Once played, any message can be kept 
or deleted. All messages contain a time and date stamp and the sender’s name. 
After listening to a message, the user can answer the message automatically without having to 
hang up or dial another extension. The original message can be attached to the reply to remind 
the message sender of the subject matter. 
If the user chooses, they also can give the original 
message to one or more recipients along with their own comments. All of these options can be 
configured at the mailbox level, giving the user the ability to customize their own mailbox. 
6.3 Recording and Sending Messages 
In addition to receiving and playing messages, a mailbox owner can “make” a message and send 
it to one or more destinations from within their mailbox. Once a mailbox owner requests to 
make a message, they are asked to indicate the message destination. With the Series 6 system, 
users can send messages to the following destinations: 
l Another mailbox on the system 
l A mailbox on a networked system 
l An off-system telephone number 
0 A network subscriber without a mailbox 
0 A mailbox on another vendor’s voice mail system 
l A distribution list containing any of the above 
l A broadcast mailbox containing any of the above 
l Any combination of these 
Call Placement allows mailbox owners to send messages to off-system (e.g., non-subscriber) 
telephone or fax numbers. When the message is sent to an off-system telephone number, 
VoiceMemo immediately outdials the off-system telephone number and attempts to deliver the 
message. If VoiceMemo cannot deliver a message on the first attempt, the system will try again 
at regular intervals for a specified length of time. Both the retry interval and time length can be 
adjusted by the system administrator. When the call is answered, VoiceMemo tells the 
answering party who the call is for and who it is from. The recipient may accept, reject, or delay 
the 
call. After listening to the message, VoiceMemo allows the recipient to leave a message for 
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							the message originator. In any case, VoiceMemo will notify the caller if the message could not 
be delivered. If the message is an off-system fax, FaxMemo will not play the above-mentioned 
prompts. 
Mailbox owners can make messages for subscribers who do not have a mailbox on the Series 6 
system through the Mailbox on Demand feature. Mailbox on Demand mailboxes can be created 
by mailbox owners through the “make” function just by entering the subscriber’s extension 
number and recording a message. 
In the case of delivering messages to mailboxes on other vendors’ systems, the Series 6 system 
follows the Audio Messaging Interchange Specification (AMIS) standard. 
Mailbox owners can send voice and/or fax messages to multiple destinations using distribution 
lists. Mailbox owners may use both personal and system distribution lists to send messages. Up 
to 99 personal distribution lists may reside in a mailbox owner’s mailbox, and’each can contain 
65,535. members. Up to 99 system distribution lists with 65,535 members each can reside in an 
administrator’s mailbox (one per linegroup), and can be accessed by mailbox owners on that 
linegroup. 
Broadcast mailboxes can be made available to both mailbox owners and non-mailbox owners to 
send messages to multiple recipients at one time. Broadcast mailboxes use personal distribution 
lists to accomplish this. 
When a user has finished recording a message, they can review it, delete it and rerecord, or send 
it. The Series 6 system allows a user to send messages with a number of delivery options. An 
example would be an urgent message that would be placed at the front of the recipient’s message 
queue. The following are examples of message addressing 
delivery options on the Series 6 
system: 
l Marking a message urgent 
l Marking it confidential (so that it cannot be given to another user) 
l Setting it for future delivery 
l Requesting a return receipt (to see if the recipient listened to the message) 
l Any combination of the above 
6.4 Mailbox Customization 
Although the system administrator is responsible for creating and modifying mailboxes, the 
Series 6 system allows users to personalize their mailboxes with the following features: 
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							l Recording a name 
l Recording primary and conditional greetings 
l Setting the passcode 
l Creating personal distribution lists 
l Setting a default fax delivery number 
l Enabling/disabling automatic fax delivery 
l Retrieving all unplayed faxes at once 
l Activating the tutorial 
l Scheduling message delivery 
l Changing a message delivery number 
l Scheduling paging 
l Changing a pager number 
l Activating/scheduling auto wakeup 
A mailbox user’s name recording is used in several places on the system. For example, when an 
inside caller reaches a user’s mailbox, they first hear the name recording, verifying that they have 
reached the correct mailbox extension. In addition, when a user logs into their mailbox to 
retrieve their messages, they first hear their name recording. Finally, when a user retrieves a 
message, they hear the name recording, identifying the person who left the message. 
Users have the option of recording four multiple personal greetings: one primary personal 
greeting and three conditional personal greetings. The three conditions are 
ring no answer, busy 
and all caZZs forward. When a caller reaches an extension that is not answered, the caller will 
hear the no answer greeting. If the called extension is busy, the caller will hear the busy greeting, 
stating that the called party is on another line. 
When the called extension is forwarded to 
VoiceMemo, the caller will hear the forwarded greeting, notifying the caller that they have 
- 
reached the called party’s voice mailbox. 
Passcode lengths can be 4-10 digits in length, and can be changed as often as a user wishes, 
through the “User Options” menu. For more information on passcodes, see section 9, Security. 
Personal distribution lists are used to send messages to a number of mailboxes at one time. 
Distribution lists can be changed by the mailbox owner as often as is desired, through the “User 
Options” menu. Distribution lists are virtually limitless: each mailbox can have up to 99 
distribution lists, and each list can have up to 65,535 members. 
Setting a default fax delivery number precludes the need to enter a fax machine number to 
receive a fax. Instead, only one keystroke is necessary to download a fax from a user’s mailbox. 
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