NEC EliteMail Vms/Elitemail Limited Job Specifications Manual

							2 - 58Fill in the Worksheets Issue 1 EliteMail VMS/EliteMail Limited
  
   
Figure 2-5   FloppySoft Sales Hunt Group Boxes
Thank you! Ill transfer you to
the next available sales
representative. 500 Sales Hunt Group Boxes
Transfer
none Go to 501GreetingAction
Please hold while I try another
extension. 501 Sales Representative 1
Transfer
Ext. 163 Go to 502Greeting Action
Please hold while I try another
extension. 502 Sales Representative 2
Transfer
Ext. 164Greeting Action
Please hold while I try another
extension.
503 Sales Representative 3
Transfer
Ext. 101 Go to 504Greeting Action
Please hold while I try another
extension. 504 Sales Representative 4
Transfer
Ext. 135 Go to 505Greeting Action
Go to 503 
						

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This cycle continues until the caller reaches a sales representative, or until
the system has tried to reach every sales representative in the hunt group.
At this point, the system transfers the caller to the operator.  Refer to
Figure 2-6 Final Box in FloppySoft Sales Hunt Group.
SECTION 16  
W
ORKSHEET 16:  
T
RANSACTION BOXESAfter you plan the overall flow of your transaction boxes, voice detect
boxes, and interview boxes and complete the Menus and Interviews List,
you must specify how each box in your application works.
First, make a copy of this sheet for each transaction box you need.  Then,
complete a worksheet for each transaction box.
System ID
Enter the transaction box System ID.
Name
Enter a name for the transaction box that describes the purpose, such as
Customer Information Box.  If the system is set for a lettered keypad, the
owner can use the first three letters of the box name to record a greeting
for the box by telephone.  Otherwise, the owner can use the box System
ID.
Owner
Enter the name of the subscriber who owns the transaction box.  This
person can listen to the box messages and record the box greetings.
Figure 2-6   Final Box in FloppySoft Sales Hunt Group
505 Sales Representative 5
Transfer
Ext. 131 Go to 0Greeting Action
All of our sales representatives
are currently handling other
calls. Ill transfer you to an
operator so that your call gets
attention. 
						

							2 - 60Fill in the Worksheets Issue 1 EliteMail VMS/EliteMail Limited
Call Transfer
Transfer the calls reaching this box to an extension?
Indicate if you want calls reaching this transaction box to be transferred to
a telephone extension during Day Mode or Night Mode.

Select Yes, and enter the extension number if callers reaching the
transaction box should be immediately transferred to an extension.  
Callers do not hear the transaction box greeting before being
transferred. 

Select No to turn call transfer off for this transaction box.
Call transfer type
Select transfer type the voice mail system uses for this transaction box:
Await Answer, Release, or Wait for Ringback.

Await Answer
The voice mail system puts the caller on hold and dials the extension.
If the extension is answered within the number of specified rings, the
voice mail system puts the call through.
If the extension is busy or does not answer by the specified number
of rings, the voice mail system plays the extension greeting and then
takes an action (usually takes message).     

Release
The voice mail system puts the caller on hold, dials the extension and
then releases the call to the NEC telephone system. The voice mail
system does not check the progress of the call or the status of the
called extension. If the extension is busy or is not answered, the
caller can leave a message when the extension is set up to forward
calls to voice mail.
Releasing a call to an extension clears the voice mail system port to
take other calls. However, the box 
cannot use call holding or call
screening. 
						

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Wait for Ringback
The voice mail system puts the caller on hold and dials the
extension. After the extension rings the number of specified times,
the voice mail system releases the call to the NEC telephone
system.
If the extension is answered while the voice mail system is counting
rings, the voice mail system puts the call through. If the extension is
busy, the voice mail system plays the extension greeting and takes
the specified action.  The box cannot screen calls. 
Transfer options
Indicate call transfer options the transaction box uses. These options
control how the voice mail system transfers calls to the subscriber who
answers the telephone when a call is transferred from this transaction box.
These options are active only when call transfer is turned on. Choose any
or several of the following options:

Announce (A)
The person who answers the telephone hears a beep before being
connected to the caller.

Confirm (C)
The person who answers the telephone hears 
“Please press 1 to
take the call or 2 and I’ll take a message.”
 You must press 1 to be
connected to a caller.

Introduce (I)
The person who answers the telephone hears 
“Call for “
before being connected to a caller.

Message Screen (M or S)
With S, the caller is asked, 
“Whom may I say is calling?”, then the
system records the caller name. The M option adds the caller name
to a message the caller leaves.  Before the call is transferred for S,
the person who answers the telephone hears 
“Call from .”
  Do not use these options at the same time.
Greeting
Day Greeting / Night Greeting
Enter the text of the day and night greetings for the transaction box.
The caller hears either the day or night greeting when call transfer is
turned off or the extension is busy or does not answer.  
						

							2 - 62Fill in the Worksheets Issue 1 EliteMail VMS/EliteMail Limited
Use one-key dialing during greeting?
If this transaction box uses one-key dialing, enter the System IDs.
The one-key dialing menu lets you set up single digits to indicate full
System IDs for other transaction boxes, interview boxes, or extension
numbers.  Enter an existing System ID for each single digit the caller may
press.  As you record the greeting, include pauses in your recording so the
caller has time to make a selection.
One-key dialing lets the caller press a single digit during or after the
greeting; the system translates that single digit to the corresponding
System ID, and routes the call accordingly.
Action After Greeting
Select the action, for Day and Night Mode, the system should take if the
caller doesn’t press touchtones during the greeting.  
If greeting is not recorded, the voice mail system takes this action
immediately.
You may specify a different action to be taken during Day Mode than
during Night Mode. The possible actions are described below.

Take a message
Take a message from the caller. This is the most commonly used
option.

Transfer to operator
Transfer the caller to the operator.

Say Good-bye
The system says 
“If you need further assistance, press the pound
key now. Thank you and good-bye”
 and hangs up.

Hang up
The system hangs up, without saying good-bye.

Go to another ID
The system routes the caller to the System ID you enter.

Restart the call
Except in special applications, the call returns to the opening greeting
that answered the call. 
						

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If Take a Message is Used
If you want the transaction box to take a message, answer the rest of the
questions on the worksheet.

Maximum Message Length
Enter time (in seconds) a message from an outside caller can last.

Allow caller to edit message?
Specify if callers can record again or add to their message.

Mark the messages urgent?
Indicate the message priority of outside callers. 
• Select 
Ye s to automatically mark all messages from outside
callers urgent. 
• Select 
No to leave messages from outside callers unmarked. 
• Select 
Ask if you want the system to ask outside callers if the
message should be marked urgent. 
						

							2 - 64Fill in the Worksheets Issue 1 EliteMail VMS/EliteMail Limited
     
Table 2-16  Sample Worksheet 16 – Transaction Boxes
Worksheet
16Transaction Boxes
Page  1  of   1 
Transaction boxes are the building blocks of special applications. They can be used to provide audiotext, one-key menus, 
special message taking, and special call routing. For each transaction box in your application, fill out a copy of this worksheet.
System ID  
  201
 Name  
  Network Support
      
       Owner       Jonathan Winter 
              
Call Transfer
Transfer the calls reaching this box to an extension?
Day hours

Yes, to extension  
 125
   No
Night hours               
           Yes, to extension _____    

 No
Call transfer type 

 Await Answer  for  
 4
   rings     
 Release     
  Wait for Ringback  for ___ rings
            (3 rings or more)          (3 rings or more)
Transfer options
 
  
Announce   
  
Confirm   
 
Introduce    
 
Message Screen   
  
Screen    
  None
(Use only with Await Answer call transfer)
Use call holding?
    Yes   
  Vox  
  No
(Do not use with Release call transfer)
Greeting
Day Greeting      I’m  sorry
, all of our technicians are answering other calls.
 Please hold and I’ll connect you
 to an 
operator.
                                              
Night GreetingYou’ve reached our network support desk after hours.
  You may leave a message for our technicians
.  
Be sure to include your telephone number.
                                                                 
Use one-key dialing during greeting?    
   Yes   

  No
 1=   ________                 2 =   ________                 3 =   ________                 4 =  _________             5 =   _________
 6 =  ________                 7 =   ________                 8 =   ________                 9 =   _________            0 =   _________
Action After Greeting
Day Night(check one box for Day hours and one box for Night hours)
 
  
Say “Goodbye” then hang up
 

  
Transfer the caller to the operator
 
  
Restart the call at the opening greeting
 
  
Route the call to another subscriber or transaction box  (Use Go-to-ID
)
 
  
Interview the caller  (Use Go-to-ID
 $PM)
 
  

Take a message
If taking message:
Maximum Message Length       
 180
   seconds     Allow caller to edit message? 

  Yes     
  No
Mark the messages urgent?    
  Yes   
  No    

  Ask
Action after message?  Say Goodbye
   
Transaction Directory 
						

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SECTION 17  
W
ORKSHEET 17:  
I
NTERVIEW BOXESAn interview box is a special transaction box that can ask up to 20
questions and record the caller responses in a single message. 
Make a copy of this sheet for each interview box your application uses,
including the Public Interview Box.  Then, fill in the worksheet with the box
name, owner, and System ID.  Enter the text of each question you want
the voice mail system to ask.
Box Name
Enter the name of the interview box.  Give the box a name that describes
the purpose, such as Sales Order Box.
Owner
Enter the name of the subscriber who owns the interview box.  The owner
receives the messages left in the interview box.  The Public Interview Box
is owned by the system.
System ID
Choose a System ID for the interview box.  Ensure that this ID does not
conflict with any other System IDs in the system. 
Question
Enter the full text for each interview question.  You are allowed up to 20
questions for the interview box.  Statements are also allowed for
questions.  For example, at the end of all the questions, you might want to
say 
“Thank you for your order.” 
Enter the time (in seconds) the caller has to answer.  For questions that
normally have short replies, such as (
“What is your telephone number?”) a
reply time of 6 to 10 seconds is usually enough.  For each question or
statement that does not require a reply, enter a  zero reply time.
Should outside callers mark messages urgent?
Select how the system marks the priority of messages in the interview box. 

Select Ye s
 to automatically mark all
 messages from outside callers
urgent. 

Select No
 to leave messages from outside callers unmarked. 

Select Ask
 if you want the system to ask
 outside callers if the
message is urgent. 
						

							2 - 66Fill in the Worksheets Issue 1 EliteMail VMS/EliteMail Limited
Action after last question
Decide what action you want the voice mail system to take after asking the
questions.  The most common choices are Say Good-bye or Hang up.
The possible actions are as follows:

Say goodbye then hang up
The system says 
“If you need further assistance, press the pound
key now. Thank you and good-bye,”
 and hangs up.

Transfer the call to the operator
Transfer the caller to the operator.

Restart the call
Except in special applications, the caller is returned to the opening
greeting that answered the call.

Route the call to another subscriber or transaction box (Use Go-to-
ID )
The system routes the caller to the entered System ID. 
						

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Table 2-17  Sample Worksheet 17 – Interview Boxes
Worksheet
17Interview Boxes
Page 1  of   2 
Interview boxes allow you to ask specific questions of callers. All the responses of a caller are joined together in a 
single message, that is sent to the owner of the interview box. For each interview box in your application, fill out a 
copy of this worksheet. Write in the questions to be asked the caller and the maximum time allowed for the caller 
answer.
Box Name  Order InterviewOwner   Troy Thompson
System ID  
 $404
QuestionMax. Response
  
(in seconds)
1. What product would you like to order, and how many copies? 10
2. What is your telephone number? 10
3. How would you like this shipped? 15
4. Please tell me the complete shipping address. 30
5. To what purchase order number should this be billed? 10
6. Any additional instructions or requests? 40
7. Thank you. We will confirm your order in one day.
  0
(Unused lines 8 through 20 omitted for example)
Should outside callers be allowed to mark messages urgent 
 Yes  

  No   
 Ask
Action after last question

Say goodbye then hang up
Transfer the call to the operator
Restart the call
Route the call to another subscriber or transaction box (Use Go-to-ID 
®)  
Transaction Directory