NEC EliteMail Vms/Elitemail Limited Technician Guide

							9 - 32Messages Issue 3 EliteMail VMS/EliteMail Limited
The Message Stack and Announcements
The system gives the subscriber information about the status of
messages before playing them. The system tells the subscriber how
many new messages are waiting and the source of each message.
The system can also be configured to tell a subscriber how much
time it takes to listen to a set of messages. A subscriber can use this
information to skip over all or some of the messages.
When a subscriber listens to new messages, the system organizes
the messages in a message stack. The messages are organized by
source for playback in the following order:
• Messages from other subscribers
• Messages from guests
• Messages from outside callers (
“Your message box...”)
• Messages recorded by transaction boxes
• Messages recorded by interview boxes
• Messages recorded by the Operator Box (public message
access required)
• Messages recorded by the Public Interview Box (public
message access required).
Urgent Messages
The system plays subscriber urgent messages before playing regular
new messages. The subscriber hears all the urgent messages from
each source, in the same message stack order as regular messages.
Number of New Messages
If a subscriber enters a Personal ID and security code, the system
responds with a greeting and the number of new messages waiting:
“. Remember, 1 for Yes and 2 for No.”                         
“You have  new messages.”
As the subscriber moves through the new message stack, the system
announces how many messages are from each source:
“ left  new messages. Would you like to
hear them?”
The subscriber can choose to listen to these messages or move on to
the messages from the next source in the message stack. 
						

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Reference 9 - 33
Optional Announcement of Total Messages Time 
The system can also announce the total time the messages last.
This feature can be turned on or off for each subscriber. A subscriber
could hear an announcement like this when first checking messages:
“You have 3 new messages, totaling 3 minutes, 20 seconds.”
The time for messages is also announced when the subscriber
moves to a new source of messages in the message stack. For
example:
“Amy Ronk left 3 new messages, totaling 5 minutes, 40 seconds.
Would you like to hear them?”
To streamline the conversation, the time announcement is rounded
up to the next highest 10 seconds. For example, a message lasting
22 seconds is announced as lasting 30 seconds.
To turn message length announcement on for a subscriber, include L in
the Access field on the subscriber Personal Directory page. Refer to
Figure 9-11 Personal Directory Page, with Message Time Announcement
on.        
Figure 9-11   Personal Directory Page, with Message Time Announcement on
After Each Message Is Played
After each message, the system announces when the message was
recorded:
“...recorded  at : .”
The system announces the date as a relative date, such as:
“recorded today at...” or “recorded yesterday at...” or “recorded three
days ago at...”
. This saves the subscriber from needing a calendar to
calculate how many days the sender has waited for a response.





















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							9 - 34Messages Issue 3 EliteMail VMS/EliteMail Limited
The system announces the time to the nearest minute when the
message was sent. For example, “
...recorded today at 11:57am.”
Note that the system uses its own internal clock for this timestamp.
The system clock may not agree with the subscriber watch. To avoid
confusion, the System Manager should check the system clock
regularly. The system constantly displays what it believes is the
current time and date in the upper right corner of the Banner Screen.
Refer to Chapter 17 Section 9 Message Notification to Set the Date
and Time.
After the timestamp, if there is another message from this same
source, the system says “
The next message is...”, and plays the next
message.
After reading all the messages from an identified subscriber or guest,
the system automatically offers to record an immediate reply:
“For no reply press 2, otherwise Ill record your message now.”
This makes it easy for the subscriber to respond to the message. If
the message is from an outside caller, a transaction box or interview
box, the system does not record an automatic reply. 
This is true even when a message is left in one of these boxes by
another subscriber or guest who did not enter a Personal ID. Without
the Personal ID, the system does not know who the message is from.
At the End of the Message Stack
After reaching the bottom of the message stack, the subscriber
usually hears:
“There are no further messages.”
If the subscriber skipped over any messages, or if a new message
was received while the subscriber was checking messages, the
system reminds the subscriber that there are still new messages
waiting:
“You still have  new messages.” 
The subscriber may press 1 to check these remaining messages. If
touchtones are not pressed, the subscriber continues through the
conversation. 
						

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Reference 9 - 35
Playback while Leaving a Message
If a subscriber tries to leave a message for a subscriber or guest who
has left a message already, the system announces that there are
messages waiting, then offers to play the messages to the
subscriber. This ensures that the subscriber is up-to-date before
leaving this person a message.
The Conversation for New Messages
The conversation flow is best understood by example. Let’s say Pat
Wu has 2 messages from Chris Aaronson, 1 message from 
Amy
Ronk
, 2 messages from Dave Thompson, and 3 messages from
outside callers. Pat does not have the time of messages feature
turned on. When Pat calls in for messages, she enters her Personal
ID, and security code. The system responds:
“Pat Wu. Remember 1 for yes and 2 for no. You have 8 new
messages. Chris Aaronson left 2. Would you like to hear them?”
Pat presses 1 for yes. The system plays each message and its
timestamp. Then the system gives Pat a chance to record a reply to
Chris:
“For no reply, press 2. Otherwise, Ill record your message now...”
Pat records a reply. The system moves to the next source in the
message stack:
“Amy Ronk left a message. Would you like to hear it?”
Pat presses 1 for yes. The system plays the message and its
timestamp. Then the system gives Pat a chance to record a reply to
Amy:
“For no reply, press 2. Otherwise, Ill record your message now...” 
Pat presses 2 because the message from Amy needs no reply. The
system moves to the next source in the message stack:
“Dave Thompson left 2 messages. Would you like to hear them?” 
Pat presses 2 because she saw Dave in the hallway and he said the
messages were not important. Shell check them later. 
The system moves to the next source in the message stack,
messages from outside callers:
“Your message box has 3 messages. Would you like to hear them?” 
						

							9 - 36Messages Issue 3 EliteMail VMS/EliteMail Limited
Pat presses 1 for yes. The system plays each message and
timestamp, but does not offer to take an immediate reply. Pat must
dial these people herself, because they are not subscribers or guests
on the system.
Having reached the bottom of her message stack, the system
reminds Pat that she still has messages from Dave Thompson that
she has yet to listen to:
“You still have 2 new messages.”
Pat is finished checking her new messages.
Redirect Messages
When listening to a message, a subscriber can redirect the message,
to another subscriber or guest. Subscribers can forward either new or
old messages, using essentially the same procedure.
Redirect Procedure
1. While listening to the message, press. 
2. Press to confirm that you want to redirect the message.
3. Answer the questions to redirect the message.
Archive or Delete a New Message
1. Press  while listening to the message.
2. Press  for No when the system asks 
“Would you like to redirect
this?”
 
3. The system next asks:
“Would you like me to archive this?”
4. Press  to save the new message as an archived message.
5. Press  to immediately delete the message.
The Conversation for Old Messages
An old message is any message that a subscriber has already heard.
The system plays old messages in much the same way it plays new
messages, in an old message stack.  
						

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You can listen to or review your old messages when the system asks:
“You have  old messages to review. Would you like to hear
them?”
If the subscriber answers Yes, the system organizes and announces
each old message by source, just as it does with new messages. For
example, if the subscriber has two old messages from 
Amy Ronk,
the system announces:
“Amy Ronk has 2 messages to review. Would you like to hear them?”
After the subscriber has reviewed or been offered each of the old
messages, the system confirms that there are no additional old
messages by saying:
“There are no further messages.” 
A subscriber may listen to all or some old messages. While listening
to any old message, the subscriber may use the touchtones just as
during playback of new messages. However, if the subscriber skips
any old messages, the system does not remind the subscriber that
there are still old messages to review at the end of the old message
stack.
Announce Total Time of Old Messages
If the optional Total Time of Messages feature is activated, the
system announces the total time of all old messages from each
source when the subscriber reviews old messages, for example:
“You have 4 old messages to review, totaling 5 minutes 40 seconds.”
Redirect/Archive Old Messages
After playing an old message and its timestamp, the system
immediately asks the subscriber two questions:
“Would you like to redirect this?” 
“Would you like me to archive this?
Redirecting an old message works the same as forwarding a new
message. Archiving a message saves the message for the number
of days programmed in the Archive field on the subscriber Personal
Directory page. If the subscriber presses 2 after the question 
“Would
you like me to archive this?” 
the system immediately deletes the
message. If the subscriber hangs up without pressing a key, the
message retains its archive status. 
						

							9 - 38Messages Issue 3 EliteMail VMS/EliteMail Limited
Use Touchtone Keys during Playback
While listening to a message, the subscriber may control how the
system plays the message. The subscriber may use touchtone keys
to reverse, forward or pause the message, increase or decrease the
volume of the message, skip over the message for later retrieval, or
redirect the message to another caller. The following diagram
illustrates which keys are active when subscribers listen to
messages:
Figure 9-12   Touchtone Key Effects on Message Playback
• Skip 
Press  on the touchtone pad while the system is playing a
message to cause the system to skip to the end of the message
immediately. This key is active during the whole conversation,
not just during message playback. If you press  while the
system is asking a question, it skips to the end of the question
and
 assumes that the 1 also means a yes response to the
question.
• Interrupt
Press  on the touchtone pad while the system is playing a
message to cause the system to stop playing the message and
ask:
“Would you like to redirect this? Caller can then respond yes
and send the message to another subscriber. This is most
useful when an outside caller has left a message for the wrong
subscriber, or has left a message about a problem that can best
be handled by another person in the office.
TOUCHTONE KEY EFFECT ON MESSAGE PLAYBACK
1
2
5
7
8
9
*
#Skip to the very end of the message
Interrupt message to redirect or delete
Raise or 
lower the volume
Backward several seconds
Pause playback
Forward several seconds
Stop message and save as new
Repeat several seconds 
						

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Whether the subscriber redirects the message or not, the
system asks:
“Would you like me to archive this?” If the subscriber answers
Yes the system saves the message for a programmed number
of days. If the subscriber responds no the system immediately
deletes the message.
Whether or not the subscriber archives a new message, the
system continues with the normal new message conversation.
If the message is from another subscriber or a guest, the
system says, 
“For no reply press 2, otherwise Ill record your
message now...”
 and records a reply just as if the subscriber
had not interrupted the message and had listened to it in its
entirety. If the message is from a public message box, the
subscriber message box, a transaction box, an interview box,
or if the message is an old message, the system offers the next
message without asking the subscriber to reply.
The 2 touchtone to interrupt is active also during the whole
conversation. If you press  while the system is asking a
question, the system interrupts the question and assumes that
the 2 means no to the question.
• Message Volume Control
To  lower the volume of a message during playback, press +
once. To raise the volume, press + twice. To return the
volume to normal, press + a third time.
The volume setting the subscriber chooses lasts only for the
current message. The next message plays at normal volume,
unless the subscriber presses 5 again.
The volume key does not affect message recording or the
system prompts. Prompts are always played at normal volume.
The volume control key is not available for guests.
• Backward or Forward
A subscriber listening to a message can press  to move
backward, or press , to move forward. The increment of time
that the system moves backward or forward, called the
transport value, is controlled by the value in the Skip back
time of # field, on Application screen Page 6, Line 53. 
Usually, the transport value is 4 seconds. Press the backward
or forward key once to move backward or forward through the
message by the transport value.  
						

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To increase or decrease the number of seconds the system
moves backward or forward for each press of the 7 or 9 key, the
System Manager should increase or decrease the value in the
Skip back time of # field. Subscribers can accelerate moving
backward or forward through a message by pressing the
backward key or the forward key rapidly several times.
The subscriber can combine the keys. For example, if the
subscriber is certain that the caller who left the message left a
telephone number at the end of the message, the subscriber
can press  to skip to the end and immediately press  to back
up a few seconds. If the telephone number is not there, the
subscriber can press  again and back up another few
seconds.
• Pause during Playback
A subscriber can press  anytime while the system plays back
a message to temporarily suspend playback of the message.
The system prompts the subscriber that message playback is
paused. The subscriber can then press  again to resume
listening to the message from two seconds earlier in the
message. The subscriber can also press , - or ,to move
backward, repeat or move forward in the message, or press .
to save the message at its current status (used most often
when the message is new). If the subscriber presses any other
key, the system reminds the subscriber: 
“Press pause to
continue playing.”
The system continues to pause for 40 seconds, then prompts
the subscriber to press a touchtone to continue. If the
subscriber does not press a touchtone within two minutes, the
system hangs up. If the message was a new message, the
system saves the message as new. If the message is an old
message, the system retains the message as old.
• Stop and Save as New
Press . while the system is reading a new message to cause
the system to stop playing the message and say:
“Message saved as new.”
When the subscriber next calls the system, the message is
announced again as if the subscriber had never heard the
message before. 
						

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Reference 9 - 41
• Repeat
Press - during message playback to cause the system to
function as if 7 were pressed. However, # can also be used to
repeat the system yes-and-no questions and in message
playback. A subscriber using menu mode, can press - to step
back to the previous menu.
Optional Hands-Free Message Playback
Subscribers can retrieve messages without pressing a touchtone to
select each message. A System Manager can activate this feature
for an individual subscriber by adding N to the Access field on the
subscriber Personal Directory page. The subscriber can then listen
to all messages using a telephone handset or speaker telephone
without having to press touchtones for each message.
When N (No-Hands playback) is added to a subscriber Access field,
the system plays the subscriber messages one after the other,
without asking, “
Would you like to hear it?” and softkeys (if equipped)
are displayed on a Multiline Terminal. For more softkey information,
refer to the EliteMail VMS/EliteMail Limited Voice Mail User Guide
#750178-0. 
All touchtone keys that control message playback are still available
to the subscriber with hands-free message retrieval. For example, if
a subscriber presses the 8 touchtone to pause a message playback,
the subscriber must press 8 again for playback to resume. Message
playback continues hands-free, when it is resumed.
Also Refer To:
Section 1 Message Types on page 9-1
Section 5 Message Delivery on page 9-9
Section 9 Message Notification on page 9-29
Section 12 Take a Message on page 9-45
Section 13 Message Waiting Lamps on page 9-54
Chapter 2 Section 2 Call Transfer on page 2-11
Chapter 2 Section 3 Screen Calls on page 2-16 
Chapter 6 Interview Boxes
Chapter 14 Public Interview Box and Public Messages
Chapter 20 Subscribers
Chapter 24 Transaction Boxes