NEC EliteMail Vms/Elitemail Limited Technician Guide

							EliteMail VMS/EliteMail LimitedIssue 3
Reference 2 - 13
Call Transfer
Call transfer is active only if the Transfer? field or the Day? or Nite? field
in a screen Transfer section is Ye s. The call transfer type is entered in an
unlabeled field directly below these fields and includes:
Await Answer (Await-Ans)
The voice mail system puts the caller on hold and dials the extension
or telephone number. If the line answers before a certain number of
rings (specified in the 
Rings field), the voice mail system transfers
the call. If the line is busy or does not answer before the specified
number of rings, the voice mail system plays the applicable greeting
and then takes an action (usually takes message).
Release 
The voice mail system puts the caller on hold, dials the extension or
telephone number, and releases the call to the Electra Elite. The
caller hears whatever is provided by the Electra Elite. The voice mail
system does not check the progress of the call or the status of the
called extension.
If the line is busy or does not answer, the caller cannot leave a
message unless the extension is set for CALL FWD BUSY/NO
ANSWER or Call FWD ALL to the voice mail pilot number. 
Wait for Ringback (Wait Ring)
This modified form of Await Answer is used to have the voice mail
system check only if the line is busy. The voice mail system puts the
caller on hold and dials the extension or telephone number. If the line
is busy, the voice mail system plays the applicable greeting and then
takes an action. 
If the line answers before the number of rings specified in the 
Rings
field, the voice mail system transfers the call. If the line does not
answer before the specified number of rings, the voice mail system
releases the call to the Electra Elite. The caller hears hold music (if
available from the telephone system) while the voice mail system
counts rings, then hears ringing from the telephone system after the
voice mail system releases the call. 
						

							2 - 14 Call Hold, Transfer, and Screen Issue 3 EliteMail VMS/EliteMail Limited
Set Up Call Transfer Fields
Each call transfer is controlled by fields that can be set differently for each
individual subscriber or box with the call transfer feature. Some fields are
displayed on a subscriber Personal Directory page only, while others
appear only on transaction boxes, voice detect boxes, or the Operator Box
on a subscriber Personal Directory page.  Press 	
-, then , and
press 	
 to see all the call transfer fields. 
You can also change call transfer fields for all new subscribers using
Application screen Page 5.   Press 	
-,  ], and 	
.
Extension # ID  (Subscribers Only)
System ID  (Boxes Only)
This System ID to identify the transaction or subscriber message box
is the number dialed for a particular subscriber or box. At many sites,
an Extension # ID matches the subscriber telephone extension
number.
Transfer? (Yes or No)  Subscribers)
Day? or Nite? (Yes or No)  Other Boxes)
Each label marks a yes-or-no field and a telephone number field.
When Ye s, the voice mail system tries to transfer the call to the
specified telephone number or extension (indicated after 
 ). If the
telephone number field is blank, the voice mail system does not try to
transfer a call; instead, it plays the applicable greeting. When No, call
transfer is turned off. In a transaction box, you can set call transfer on
or off independently for Day Mode and Night Mode.
Figure 2-11   Sample Subscriber Page With Expanded Transfer Options Shown





















	
 










	 
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							EliteMail VMS/EliteMail LimitedIssue 3
Reference 2 - 15
You can enter any valid telephone number or telephone system
extension number in the telephone number field. You should not
enter a voice mail System ID in this field. You can include , in the
number for a pause. For a subscriber mailbox, you can place an X in
the telephone number field to signify that the telephone number is
identical to the Extension # ID. For a transaction box, X in the
telephone number field indicates that the number is the same as the
box System ID.
Call Transfer Type
This unlabeled field, below Day/Nite options in the Transfer section,
sets the way the voice mail system transfers calls.
Rings
With Wait Ring call transfer, this field specifies the number of times
the voice mail system rings before releasing the call. With
Await-Ans call transfer, it specifies the number of times the voice
mail system rings before returning to the caller to play the greeting
and take an action.
Intro (Transaction Box or Operator Box)
The voice mail system plays a recording in this field before trying to
transfer a call.
Screening? (Subscribers Only)
If this field is Yes, screening options are used. If it is No, call transfer
options in the Transfer Options field are used.
Holding? 
This indicates whether or not you want to allow calls to hold if the line
is busy. This refers only to the voice mail system call holding feature,
not to the Electra Elite. You can allow callers to hold by pressing a
touchtone or by saying Yes. For details, refer to Chapter 2 Section 1
Call Hold.
Transfer Options
Screening Options(Subscribers Only)
The call transfer or screening options are used only if call transfer is
turned on and call transfer is Await-Ans. Before turning on transfer
or screening options, verify that call transfer is not Release or Wa it
Ring.  
						

							2 - 16 Call Hold, Transfer, and Screen Issue 3 EliteMail VMS/EliteMail Limited
You may enter any of these transfer option codes:
AAnnounce
CConfirm
IIntroduce
MMessage screen
SScreen
Before changing your call transfer to Release or Wait Ring, you
must first remove any transfer or screening option codes. Refer to
Appendix C Call Transfer Options for a complete description of each
transfer option.
On the subscriber pages of the Personal Directory Screen, you can
enter a second set of transfer options that are used in place of the set
of options in the Transfer Options field, if a subscriber has call
screening turned on (Screening? Yes).
Changing Call Transfer by Telephone
Subscribers can change call transfer settings by telephone, through setup
options. Subscribers can: 
Turn call transfer on or off.
Change the number their calls are transferred to.
Switch between call transfer options and call screening options.
Turn call holding on or off.
SECTION 3 
S
CREEN CALLSWhen Await Answer call transfer is used, options allow the voice mail
system to screen calls that are transferred to a subscriber. The subscriber
can decide whether or not to take a call, based on who is calling. 
The most frequent combinations of call transfer options used to achieve
call screening include:
IC (Introduce and Confirm)
This combination is useful if two or more subscribers share the same
telephone. If one subscriber answers the telephone and hears that
the call is for someone else, 2 can be pressed to route it to the other
subscriber voice mailbox. 
						

							EliteMail VMS/EliteMail LimitedIssue 3
Reference 2 - 17
CM (Confirm and Message Screen)
This combination is most commonly used for call screening. The
system asks callers to record their name, then lets the subscriber
accept or refuse the call after hearing the caller name. If the call is
refused, the system plays the applicable greeting to the caller and
takes an action (typically takes message).
Some callers may be offended if you do not take their calls after they
identify themselves. Even if you are away from the telephone, callers are
still screened and then directed to voice mail. To the caller, it may seem
like you are available, but refused to take the call. You can reduce this
problem by having subscribers turn call screening off (or turn call transfer
off) when they are away from their telephones for extended periods.
Set Up Call Screening for a Subscriber
To set up call screening for a subscriber so that the subscriber can turn
call screening on or off by telephone, place one of these call screening
combinations of call transfer options in the Screening Options field on the
subscriber Personal Directory page. Place other call transfer option codes
in the subscriber Transfer Options field.
If the subscriber turns call screening on by telephone, the system uses the
call transfer options listed in the Screening Options field. The
Screening? field is also Yes. If the subscriber turns call screening off by
telephone, the system uses the call transfer options listed in the Transfer
Options field, and the Screening? field is No. A System Manager may
also turn a subscriber Screening Options on or off by entering Ye s or No in
the Screening? field.
You may use the call screening combinations of call transfer options in 
any
call transfer options field, including both the Transfer Options and
Screening Options fields on a subscriber Personal Directory page. You
may use other call transfer option codes instead of IC or MC in the
Screening Options field, to allow a subscriber to switch between two
different sets of call transfer options. 
						

							2 - 1 8   Call H old , T ra nsfe r, a nd  Scre en
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							Reference3 - 1
Directory Assistance
 
People who call an office may not know the extension number of the person
they are trying to reach. The caller must determine the extension by speaking
to the operator or by looking up the extension in a directory. To free the
operator from answering repetitive requests for extension numbers, the voice
mail system offers two kinds of on-line directory assistance:
Automatic directory assistance. 
The automatic directory provides a list of subscriber names and
extensions. To use this directory, callers need to know the last name of
the subscriber they want to reach. The system must be set for a lettered
keypad if you want to provide callers with automatic directory assistance. 
After the automatic directory is set up, you do not have to do any special
programming to use it. New subscribers can set up their listing in the
directory themselves by telephone, through the enrollment conversation.
They can also change their listing later, through setup options. 
Numeric directory assistance.
The system can also allow callers to press numbers instead of letters to
look up a subscriber extension. Numeric directory assistance involves
grouping subscribers by a common characteristic (such as department,
location, or schedule), and creating a menu that assigns a single
touchtone to each directory grouping. 
To use numeric directory assistance, the caller presses the touchtone
assigned to the directory group the person belongs to. The system then
plays back the names and extension numbers of people in the group. 
Numeric directory assistance requires special setup at the system
console. Subscribers cannot change their listing in the numeric directory
by telephone.
You may use either type of directory assistance, or both. This chapter
describes how each type of directory assistance works, and explains how to
set up directory assistance. 
						

							3 - 2Directory Assistance Issue 3 EliteMail VMS/EliteMail Limited
SECTION 1 
A
UTOMATIC VERSUS 
N
UMERIC DIRECTORY 
A
SSISTANCEThe main differences between numeric and automatic directory assistance
include:
SECTION 2 
A
UTOMATIC 
D
IRECTORY 
A
SSISTANCETo use automatic directory assistance, a caller must have letters on the
touchtone keypad. Callers need to know only the last name of the person
they want to reach. When a caller presses the System ID for automatic
directory assistance, the system asks for the first three letters of the last
name of the person desired. 
NUMERIC DIRECTORY AUTOMATIC DIRECTORY
Works for telephones with
numbers only.Requires letters on the
telephone keypad. 
Flexible, user-defined structure
based on groupings of
subscribers (by department,
location, schedule, or other
common characteristic).Alphabetic listing by name.
Requires special setup by the
installer or System Manager.
You must manually add
subscribers to directory groups,
create a directory menu, and
record an applicable opening
greeting. Numeric directory
assistance requires ongoing
maintenance as new
subscribers or groupings are
added or deleted.No special setup required. The
system is set up for the
automatic directory by default.
By default, outside callers press
555 to hear the automatic
directory.
The System Manager or installer
sets up numeric directory
assistance at the system
console. Listings in the numeric
directory cannot be changed by
telephone.Subscribers can control by
telephone whether or not they
are listed in the automatic
directory.  
						

							EliteMail VMS/EliteMail LimitedIssue 3
Reference 3 - 3
The system then reads the name and extension of each subscriber whose
last name begins with the letters. The caller may dial the extension
anytime, or, in certain cases, may be routed automatically to the
subscriber Extension # ID. 


You can also set up the system to ask for the first three letters of the first
name.
Turn On the Automatic Directory
The System ID for the automatic directory (555) is already set for you
when the system is installed. However, you can change the System ID,
and set whether or not the system transfers callers to a subscriber
extension automatically using the ID for Alpha Directory field and the
Auto xfer? field. These fields are on Line 59 of Figure 3-1 Application
Screen Page 6 Showing Automatic Directory Fields.             
ID for Alpha Directory
To provide automatic directory assistance, enter a System ID in the
ID for Alpha Directory field. The default System ID for the
automatic directory is 555. Callers enter this System ID to access the
directory. In the opening greeting, tell callers the System ID to press
to reach the directory.
Auto xfer?
If this field is Yes and only one name matches the three letters
entered by the caller, the system automatically routes the caller to
that subscriber Extension # ID. If more than one name matches, or
this field is No, the system does not route the caller until an
Extension # ID is entered.
Figure 3-1  Application Screen Page 6 Showing Automatic Directory Fields

















  	    	   	   
  
 	     




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							3 - 4Directory Assistance Issue 3 EliteMail VMS/EliteMail Limited
Turn Off the Automatic Directory
To make the automatic directory inaccessible to callers, delete the System
ID in the ID for Alpha Directory field on Application screen Page 6. 
You may assign the automatic directory a System ID that is not accessible
over the telephone by including $ in the System ID. This is useful because
it prevents callers from direct dialing the directory, but still allows the
system to route the caller to the directory internally. For example, use
GotoID$555 in a transaction box Action field. 
Remove Subscriber from the Automatic Directory
In most cases, subscribers can add themselves to the automatic directory
when they listen to the enrollment conversation. However, there are five
conditions when a subscriber is not listed in the automatic directory:
The System Manager has specifically restricted a subscriber from the
automatic directory by adding D in the Access field on a subscriber
Personal Directory page. (However, the subscriber can still add
himself or herself to the directory by telephone.)
Voice name is not recorded for the subscriber.
Extension # ID is not entered for the subscriber on the Personal
Directory page.
The subscriber has turned off directory listing by using setup options.
This adds D to the subscriber Access field.
The subscriber is set up to hear the enrollment conversation, but has
not called the system to enroll.
To keep subscribers from changing their automatic directory listing by
telephone, add A to the subscriber Access field. This also prevents the
subscriber from accessing any setup options (greetings, message groups,
transfer and delivery options, and personal options).
Keep subscriber from being listed in the automatic directory
1. At the voice mail system Banner Screen, press 
 to sign in. Enter a
System Manager ID, and press 	
. If asked, enter the System
Manager security code, and press  	
.
2. Press 	
- to view the Personal Directory.
3. Press 
 key repeatedly, or use the Jump command, to view
the subscriber Personal Directory page.
4. Press    to move the cursor to the Access field.
5. Enter D, and press 	
. Verify that the Insert key is active so you
do not overwrite other options by mistake.