NEC EliteMail Vms/Elitemail Limited Technician Guide

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SECTION 11  
M
ESSAGE RECEIPTSA message is received when someone listens to it, even if the person
listens only to the beginning of the message or saves the message as new
(except for dispatch message groups).
This section explains how message receipts work, how receipts differ for
message groups, and how to set up message receipts for subscribers.
The voice mail system can tell you if any messages you sent are received
by a Return receipt or Receipt summary.
With return receipts, the system provides more information, but the
conversation is longer. With receipt summaries, the conversation is
shorter, but may not include enough information for some subscribers.
Most subscribers want only one type of message receipts. By default, the
system allows subscribers to mark messages for return receipt and leaves
the receipt summary feature off.
Return Receipt
Subscribers can mark a message for return receipt as part of special
delivery options. When you request a return receipt for your
messages, the system gives you detailed information about each
message
 you sent to a subscriber, guest, or message group. 
Each return receipt identifies the message by the day and time you
sent it and announces when the message was received. Subscribers
can also have the system automatically mark every message they
send for return receipt. Here are some sample return receipts:
“Hugh Yale got the message you sent today at 12:05pm, received
today at 1:35pm.”
“Sue Ying got the message you sent yesterday at 8:30am, received
today at 8:45am.”
Receipt Summary
When you check new messages, the system summarizes whether
the messages you sent to another subscriber, guest, or message
group were received. The receipt summary does not identify which
messages were received. It only tells you whether a subscriber,
guest, or message group received any or all of your messages, and
whether the person left you any messages.  
						

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Reference 9 - 43
Here are some sample receipt summaries:
“Hugh Yale got all your messages, and left a message...”
“Sue Ying got your last message today at 1:30pm, but left no reply.”
“Sue Ying hasn’t heard your last message, but left a message...”
The Message Receipt Conversation
The system plays message receipts as part of your message stack for new
messages. If you are using message receipts, you hear them before you
hear a reply from a subscriber or at the end of your new message stack.
If you have message receipts but no new messages when you call the
system, the system asks if you want to hear return receipts instead of
asking if you want to check new messages. 
Message Receipts for Groups
The system gives you slightly different message receipts for
message groups. 
For a group with broadcast distribution, the system gives you a
message receipt only after all members of the group have received
the message. For example, if you request a return receipt:
“The Sales Group got the message you sent yesterday at 10:00am.
The last member heard it today at 4:45pm.”
Or, for a receipt summary:
“The Sales Group got your last message today at 4:45pm.”


If you don’t get a message receipt, you can list group members who
have 
not heard a broadcast group message. For details, refer to the
EliteMail VMS/EliteMail Limited Voice Mail User Guide # 750178-0.
If a message group has dispatch distribution, only the first person
to listen to a group message receives it. For a dispatch group, the
system tells you which group member received the message:
“Hugh Yale got your message to the Sales Group sent today at
10:00am, received today at 10:45am.”
Or, for a receipt summary:
“Hugh Yale got your last message to the Sales Group today at
5:01pm.” 
						

							9 - 44Messages Issue 3 EliteMail VMS/EliteMail Limited
If someone opens a dispatch group message and saves it as new,
the system does not send a message receipt. For dispatch
messages, the system sends a message receipt only after someone
listens to the entire message (and it becomes an old message).
Control Message Receipts
You can control the message receipts a subscriber hears. You can
set defaults for each new subscriber message receipt by entering
access codes in the Access field on Application Screen Page 5. Or,
you can set receipts up differently for each subscriber using the
Access field on individual Personal Directory pages.  The message
receipt access codes are:   
BThe subscriber does not hear a receipt summary.
XThe subscriber cannot mark or cancel return receipts.
Z The system marks every message sent for return receipt.
By default, the system adds the B access code to every subscriber
Access field, and does not play receipt summaries for subscribers.
Also, by default, the system asks if a subscriber wants to mark a
message with return receipt requested each time he or she sets a
message special delivery options.
Use the message receipt access codes for the following results:
Figure 9-13  Message Receipt Access Codes and Results
MESSAGE 
RECEIPT ACCESS 
CODERESULT
B only This is the default. The system does not play receipt 
summaries. A subscriber can mark any message for 
return receipt. A subscriber can also cancel requests 
for return receipts.
X only The system plays receipt summaries, and turns off 
return receipts to prevent redundant receipts.
B and 
XTurn off receipt summaries and return receipts.
B and 
ZThe system marks all messages return receipt 
requested. Subscribers can cancel a return receipt 
request by changing a message special delivery 
option. The system does not play receipt summaries. 
						

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Reference 9 - 45
Avoid the following:
•X and Z. The system automatically marks every message with
return receipt requested.  Subscriber can’t cancel the request. 
•Z only. The system plays receipt summaries and return
receipts for each message, resulting in redundant receipts.
Always add the B code when you use Z.
Leave Messages
Each time you leave a message for a subscriber, guest, or message
group, the system lets you review any messages you already sent to that
person or group. This feature allows you to review unheard messages,
then cancel them or change their special delivery options. This feature is
not affected by the B, X, or Z access code.
Also Refer To:
Section 1 Message Types on page 9-1
Section 12 Take a Message on page 9-45
Chapter 20 Subscribers
SECTION 12  
T
AKE A MESSAGEEliteMail is very flexible in how it takes messages from outside callers. You
can set up different options for individual subscribers. You can set up
message taking in transaction or voice detect boxes for special
applications. You can also control whether or not callers can edit
messages, or leave urgent messages. 
This section discusses how to control message taking through system-
wide fields and individual fields on Personal Directory, Transaction
Directory, and Application Screen pages. The focus is primarily on how
outside callers leave messages. You can also control how subscribers
leave messages by adjusting access codes. For details, refer to Chapter
20 Subscribers.
The Transfer

Greeting

Action Structure
In most cases, the voice mail system handles calls by following the
programmed sequence Transfer®Greeting®Action set up for a
subscriber or box and displayed on:
The Personal Directory page for each subscriber. Refer to Figure
9-14 Message Taking Fields on Subscriber Page.  
Chapter 24 Transaction Boxes
Application Screen Page 3 (the Operator Box). 
						

							9 - 46Messages Issue 3 EliteMail VMS/EliteMail Limited
If the Action field is Take-msg, the system takes a message from any
caller who is routed to the box and passes through the Transfer and
Greeting sections of the sequence. For example, if call transfer is active
for a subscriber, the voice mail system first tries to transfer a call to the
telephone number listed. If the line is busy or unanswered, the system
plays the applicable greeting, then takes a message.
Figure 9-14   Message Taking Fields on Subscriber Page
When setting subscriber or other box message-taking fields, you should
consider the flow of a call through this entire Transfer®Greeting®Action
structure. The greetings and one key dialing features in particular may be
used for special applications, such as telling a caller the type of message
to leave, routing a caller to a personal secretary, or allowing a caller to
page the subscriber or try another extension instead of leaving a message.
System-Wide Message Fields
System-wide fields control message taking and affect all messages,
including those left by subscribers. They are configured on Application
screen Page 6. Refer to Figure 9-15 Message-Taking Fields on
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Reference 9 - 47
The settings of many of these fields affect other aspects of the system
performance, such as the liveliness of the system conversation or the
amount of disk space used. You may need to adjust these fields to meet
particular application requirements or optimize system performance.
Figure 9-15 Message-Taking Fields on Application Screen Page 6
Maximum Message Life
Use this field to set the maximum time (in days) that the system
retains a new (unheard) message in the system. The default value of
999 days keeps new messages forever. When the maximum
message life is exceeded, the message is deleted from the system,
even if the intended recipient has not heard it. 
Public Hold/Archive msgs
This dual field controls how long public messages are stored on the
system, after they are heard. Public messages are not addressed to
a particular subscriber and are available to anyone with public
message access. For details, refer to Chapter 14 Public Interview
Box and Public Messages.
Max person-person recording
Use this field to set the maximum time (in seconds) for messages
traded between people enrolled in the system. This field applies to all
subscribers and guests and controls the largest amount of disk
storage space a single, two-way message can take. Messages that
are shorter than the maximum occupy less disk space, so you do not
necessarily waste disk space by setting this to a large value. 
Each second of recording in a message takes approximately 3000
bytes of storage space. The default value is 300 seconds (5
minutes). Subscribers may leave multiple messages of this length to
the same subscriber.

















  	    	   	   
  
 	     




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Max screening recording
When the system screens a call, an outside caller is asked, 
“Whom
may I say is calling?”
 This field sets the maximum time, in seconds,
that the system records a reply to that question. For details, refer to
Chapter 2 Section 2 Call Transfer on page 2-11 and Section 3
Screen Calls on page 2-16. The default value is 6 seconds. 
Skip back time on #
Use this field to control how many seconds the system moves
forward or backward through a message being played, when a
subscriber presses the message transport 7 or 9 key on a touchtone
telephone. The # also allows a subscriber to move backward through
message playback. The default value is 4 seconds. 
Record Pauses...
The system listens for pauses in a caller speech to determine when
the caller has stopped talking and finished a recording. The system
then stops recording and plays the next prompt. Three fields control
how the system determines when a caller has paused: Beginning,
Short ending, and Long ending.
• Beginning
The time (in seconds) the system waits for a caller to start
speaking. If the caller does not say anything during the
specified time, the system plays the next prompt without
recording a message from the caller.
• Short ending
The system uses this field if the value that determines the
maximum recording time for the message is less than 30
seconds. If the caller pauses for an interval longer than the
number of seconds set in the this field, the system assumes the
caller has finished speaking.
• Long ending
The system uses this field if the maximum recording time for
the message is 30 seconds or longer. If the caller pauses for an
interval longer than the time set in this field, the system
assumes the caller has finished speaking.
The Long ending field should be higher than the Short ending field
because long, multisentence messages may have longer natural
pauses than short messages. Shorter pause times make the
conversation faster, and more human to the caller. Longer pause
times reduce cutting a caller off before they finish speaking. 
						

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Beep on Record?
When this field is Yes, the system plays a beep after requesting a
caller to leave a message to tell the caller when to begin speaking.
Disk full warning at         mins left
Use this field to control when the system warns subscribers that disk
space on the voice mail system is getting low. When the message
storage available on the system is equal to or less than the number
of minutes specified in this field, subscribers are asked to delete any
unnecessary messages when they call the system.
Set Subscriber Message Fields
Message-taking fields that affect the message life cycle (the time allowed
for an outside caller message, whether or not outside callers can edit
messages, whether or not messages should be marked urgent, or what to
do after taking a message) can be set for individual subscribers. 
To view all the message-taking fields for a subscriber, press 	
-, then
press , and press  	
 to open the Expanded Transfer Options
window. Refer to Figure 9-16 Message-Taking Fields on Subscriber
Personal Directory Page. The first line in the Action area must read
Take-msg for the message-taking fields to take effect.
.
Figure 9-16 Message-Taking Fields on Subscriber Personal Directory Page





















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Hold/Archive msgs
Use this dual field to control how long the system stores messages
that are heard. Hold controls old messages. Archive controls
archived messages (messages that the subscriber has saved). 
The default values are 0/2.  Old messages are stored until midnight
on the day they are first heard, while archived messages are held for
two days after they are saved. You can archive a message more than
once. Each time an old or archived message is heard, you must save
it again or it is deleted immediately.
Max–msg
Use this field to set the message time, in seconds (maximum 9999
seconds or 167 minutes), for the subscriber messages from outside
callers. The default value is 90 seconds. This field does not apply to
subscriber-subscriber and guest-subscriber messages, that are
controlled system-wide by the Max person-person recording field
on Application screen Page 6.
Each second of recorded message takes approximately 3000 bytes
of disk storage space.
Edits OK?
If this field is Ye s, an outside caller can change a message
immediately after leaving it. After leaving a message, the caller
hears: 
“Thank you. If you’d like to add to your message, press 1. To listen to
it, press 2. To record it again, press the pound key. Otherwise, I’ll
make sure your message is delivered.
If the caller presses 1 or the pound key, a beep indicates that the
caller should begin speaking. If a message is added to, the second
message is immediately added to the first message, so that it sounds
like one continuous message to the recipient. If a message is
recorded again, the second message completely replaces the
original one.
After the caller finishes the second recording, the system gives the
caller another opportunity to edit the message.


Only outside callers can edit messages this way. However,
subscribers and guests can achieve similar results by sending an
additional message to the same recipient. 
						

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Reference 9 - 51
Send Msg Urgent?
Use this field to control whether or not messages left by outside
callers should be marked urgent. Urgent messages are heard first in
a subscriber message stack. Three values are allowed:
After Msg
Use this field to control what follow-up action the system takes after
taking a message. The possible actions are:
G Go to system ID
H Hangup 
O Transfer to operator
R Restart 
S Say good-bye
T Take a Message
Refer to Appendix B Action Codes for code descriptions.
Subscriber Default Fields
You can set up default values for message-taking fields on Application
screen Page 5. Refer to Figure 9-17 Message-Taking Fields on
Application Screen Page 5. The system sets the message-taking fields to
the defaults for each new subscriber added to the system.
VALUE DOES THIS
YesAll outside caller messages are marked urgent.
NoNo outside caller messages are marked urgent.
AskCallers are asked if they want to leave an urgent 
message.