NEC EliteMail Vms/Elitemail Limited Technician Guide

							12 - 4Operator Box Issue 3 EliteMail VMS/EliteMail Limited
The greeting does not have to be an actual greeting. It can be any
message you wish. However, it should be consistent with the action taken
after the greeting. The actions you may select are described below.
Default Greetings
The Operator Box default day greeting is: 
“I’m sorry. The operator is currently unavailable. To try again, press zero.
Otherwise, please answer the following questions, and I’ll make sure your
message gets attention.”
The default night greeting is:
“You’ve reached our office after hours. No operator is on duty now. You
may leave a message by answering the following questions, and I’ll make
sure your message gets attention.”
The default alternate greeting is:
“Operator is not on duty now. You may leave a message by answering the
following questions, and I’ll make sure your message gets attention.”
Action
If the caller does not press any touchtones during the operator greeting,
the system takes the action specified in the Action section of the screen.
The actions for the Operator Box include:
G Go to system ID
H Hangup
O Transfer to operator (Do NOT use!)
RRestart
S Say good-bye
T Take a message


Setting the 
Action field in the Operator Box to 
G, 
O, or 
R can trap the caller
in an infinite loop to the Operator Box.
Refer to Appendix B Action Codes for descriptions of the actions you can
specify.
Default Action
The default Operator Box action is GotoID®$PM, where $PM is the
default System ID for the Public Interview Box. When the operator is
unavailable, the system routes the caller to the Public Interview Box after it
plays the greeting. For details, refer to Chapter 14 Public Interview Box
and Public Messages. 
						

							EliteMail VMS/EliteMail LimitedIssue 3
Reference 12 - 5
Operator Messages Are Public Messages
If you set the Operator Box action to T (take a message), any message left
in the Operator Box is a public message. This is because most callers
reach this message box as a last resort, after trying to reach the operator
for assistance. All subscribers with public message access can retrieve an
Operator Box message in the same way that they can retrieve a message
left in the Public Interview Box. You can restrict a subscriber from getting
public messages by placing P in the Access field on that subscriber
Personal Directory page. For details, refer to Chapter 14 Public Interview
Box and Public Messages.


The system should have at least one subscriber who does 
not have the 
P
access code, so that someone receives public messages. Otherwise, these
messages can go unnoticed and fill up disk space.
To send private messages to the receptionist/operator, set up a separate
Personal Directory page for that person as you would for a regular
subscriber. Use this private message box for the operator personal
messages, and reserve the Operator Box message taking for messages
intended for anyone who fills the operator/receptionist role.
SECTION 3 
S
ET UP MULTIPLE 
O
PERATORSThe Alternate System IDs for Special Operators on each Port screen
section allows you to use multiple operators. Callers pressing 0 can be
routed to a different operator depending on which system port the call
came in on. This feature can support systems with more than one
language, systems shared by two businesses or organizations, or other
special applications.
To set up multiple operators, you must first add a transaction box or voice
detect box for each alternate operator. (For details, refer to Chapter 12
Operator Box or Chapter 25 Voice Detect.) Then, in the Alternate System
IDs for Special Operators on each Port section, enter the System ID for
each alternate operator transaction or voice detect box.
All alternate System IDs are entered in one long field. 
						

							12 - 6Operator Box Issue 3 EliteMail VMS/EliteMail Limited
The format for each ID is:
P=n
Where P is the number of the port assigned to a particular alternate
operator, and n is the System ID of the alternate operator box. You can
assign more than one port to the same alternate operator box. For
example, entering these System IDs:
1=131 2=132 3-4=135
makes Port 1 use the alternate operator System ID 131, Port 2 use 132,
and Ports 3 and 4 both use the alternate operator System ID 135.
When the system routes callers to the operator (for example, if the caller
presses 0, or reaches a box with the Action field set to Operator), callers
on Port 1 reach the alternate operator with System ID 131, instead of the
one on Application screen Page 3. Callers on Port 2 reach the alternate
operator using System ID 132. Callers on Port 3 and Port 4 reach System
ID 135. If you enter the alternate operator System IDs in this section, you
do not have to enter them on Line 13 of Application screen Page 2.
Also Refer To:
Chapter 2 Call Hold, Transfer, and Screen
Chapter 11 Opening Greeting
Chapter 13 Port Applications
Chapter 14 Public Interview Box and Public Messages
Chapter 15 Recording Voice Fields
Chapter 18 Screens for the application screens
Chapter 20 Subscribers
Chapter 21 Switch Setup
Chapter 22 System IDs
Chapter 23 System Manager
Chapter 24 Transaction Boxes
Appendix B Action Codes 
						

							Reference13 - 1
Port Applications
 	
SECTION 1 
S
ET OPENING 
G
REETING 
O
PTIONS BY PORTIn most applications, the voice mail system answers every incoming call the
same way, regardless of which port the call comes in on. Refer to Figure 13-1
Application Screen Page 2 for 4-Port System. Program special port-specific
settings.
Figure 13-1   Application Screen Page 2 for 4-Port System
The top half of the screen controls how the system answers the calls coming
in on each port. Screen layout is similar to the Voice Prompt Editor screen.
(Refer to Chapter 15 Recording Voice Fields.) 
The port columns in the top half of the screen have Day and Night columns
that correspond to the system Day Mode and Night Mode. Day Mode is
typically the hours your office is open for business and Night Mode is when
your office is closed. You define the hours and days the system is to operate
in Day Mode in the Schedules
 fields on Application screen Page 4. For
details, refer to Chapter 17 Schedules.
The All Ports
 column is the default configuration. The values entered in this
column are used on all system ports, unless a different value is specified in
any individual port column.
You may record an alternative opening greeting by recording the Day/Night
greeting in the $Greeting transaction directory again. Follow the procedure in
Chapter 15 Recording Voice Fields. 

















 		






 	    




  	 	  	  	  	  
           
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							13 - 2Port Applications Issue 3 EliteMail VMS/EliteMail Limited
SECTION 2 
P
ORT STATUS 
O
PTIONSThe bottom part of the screen has port-specific options that control how a
port is used for answering calls and/or dialing out, how many rings to wait
before answering a call, and which Day Mode schedule to use.
Port Status
The Line 14 Port Status
 field specifies whether the port is dedicated to
answering incoming calls or dialing out calls. You can vary the port status
assigned to each port in the system to allow the system to efficiently
handle incoming and outgoing calls the application requires. 
The port status codes are:
Ans
Answer only, no dial out. The port does not dial out to light message
waiting lamps or deliver new messages.
A/D (Answer/Dial out)
This port answers incoming calls. When it is not answering an
incoming call, the port dials out to light message waiting lamps and to
deliver new messages.
A/L (Answer/Light Lamps)
This port answers incoming calls. When it is not answering an
incoming call, the port dials out to light message waiting lamps. The
port does not
 dial out to deliver messages.
A/M (Answer/Message Delivery)
This port answers incoming calls. When it is not answering an
incoming call, the port dials out to deliver new messages. The port
does not
 dial out to light message waiting lamps.
Busy
Stay off-hook. This port status is used for testing or temporarily taking
the port off line.
Dial
Dial out only. The port is dedicated to dialing out to light message
waiting lamps and to deliver new messages. It does not answer
incoming calls. 
						

							EliteMail VMS/EliteMail LimitedIssue 3
Reference 13 - 3
Lamp
Light Lamps only. The port is dedicated to dialing out to light
message waiting lamps exclusively. The port does not dial out to
deliver new messages or answer incoming calls.
Msg
Message Delivery only. The port is dedicated to dialing out to deliver
new messages exclusively. The port does not dial out to light
message waiting lamps or answer incoming calls.
A typical application uses only two port status codes: Answer (Ans)
and Answer/Dial (A/D). The answer/dial ports are used for lighting
message lamps and delivering messages. A general rule of thumb is
to have one of every four ports set to A/D, with the rest set to Ans.
By limiting the number of ports that can dial out, the system gives
priority to answering incoming calls quickly. 
However, if the system is not promptly notifying subscribers that they
have new messages, the incoming call load might be too heavy for
the system to get a chance to dial out and light message waiting
lamps. In this case, you might want to assign A/D to an additional
port, or dedicate one port to Dial out only (D). The system must have
at least one port available for dialing out to use message waiting
lamps and to deliver new messages.
Consider the following factors when assigning the port status codes:
A dial-out port (A/D or Dial) used to call subscribers for message
delivery can be tied up for long periods by subscribers listening to
delivered messages. If this port is also used for lighting message
waiting lamps, this may delay duality calls to light or extinguish
message waiting lamps, resulting in lamps remaining lit long after a
message is heard or delays in lighting a lamp after a new message
arrives.
If the system answers calls on a port that is relied on to dial out for
delivering messages (A/D, A/M), the system ability to dial out may be
limited by incoming call traffic.
If the system has several ports dedicated to dialing out for message
waiting lamps or message delivery (A/D, A/L, A/M, Dial, Lamp,
Msg), too few ports may be left available for incoming calls, because
most or all of the ports are busy dialing out. This can result in public
callers or subscribers receiving busy signals when they try to call in.
It is best to give A/D, A/L, A/M, Dial, Lamp, or Msg status to the
least busy port (typically the highest numbered port on a system) to
allow incoming calls to naturally hunt for available ports.  
						

							13 - 4Port Applications Issue 3 EliteMail VMS/EliteMail Limited
The system activates a built-in call collision prevention feature if you
turn dial tone detection on. (Refer to Chapter 21 Switch Setup.) If a
call comes in on a port set to A/D, A/L, A/M, Dial, Lamp, or Msg at
the same time the port is attempting to dial out, the system gives
priority to the incoming call and terminates the dial-out request. (The
dial-out request is put back in the queue.)
If an A/D, A/L or A/M port is the only port not busy, the system does
not initiate dial-out calls until another port is free to answer incoming
calls.
SECTION 3 
C
ONTROL THE 
N
UMBER OF RINGS TO 
W
AITThe Line 15 Rings to Answer field stores the number of rings the system
should wait before answering a particular port. In most cases you want the
port to answer on the first ring (Rings to Answer set to 1). This applies to a
port that has a port status of Ans, A/D, A/L, or A/M.


Do not set Rings to Answer = 0.
SECTION 4 
S
ET THE DAY/NIGHT 
S
CHEDULE FOR PORTSMuch of the system interaction with an outside caller depends on whether
the system is in Day Mode or Night Mode. 
You can set a different schedule for each port on Line 16, Day/Night
Schedule (1-4). By default, the system uses Schedule #1, unless you tell
it to use a different schedule. You can define four different Day Mode/Night
Mode schedules for the system. For details, refer to Chapter 17
Schedules.
Except in special cases, most applications use one schedule for the entire
system. But, if departments with different business hours share a voice
mail system, using different ports to answer each department calls, you
could assign different schedules. Then, you could define two different Day
Mode schedules (Schedule #1 and Schedule #2) on Application screen
Page 4, then enter the number of the schedule that is to control each port
on Application screen Page 2 in the Day/Night Schedule (1-4) field.
Also Refer To:
Chapter 9 Section 5 Message Delivery on page 9-9
Chapter 9 Section 13 Message Waiting Lamps on page 9-54
Chapter 14 Public Interview Box and Public Messages
Chapter 17 Schedules
Chapter 18 Screens for the application screens
Chapter 21 Switch Setup 
						

							Reference14 - 1
Public Interview Box 
and Public Messages

 	
The voice mail system provides a Public Interview Box in the Transaction
Directory. Messages left in the Public Interview Box or Operator Box or Public
Fax Box are public messages that are available to all subscribers with public
message access. The system may also be set up to send a public message if
a system error occurs.
Typically, the Public Interview Box handles calls to the Operator that go
unanswered and asks for the caller name, telephone number and a brief
message so the call can be returned. The Public Interview Box does have
other functions.
Figure 14-1  The Public Interview Box
SECTION 1 
S
ET UP THE 
P
UBLIC INTERVIEW 
B
OXSet up the Public Interview Box the same way you set up a regular interview
box.  Refer to Chapter 6 Interview Boxes if you need instructions.















		
 










   


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							14 - 2 Public Interview Box and Public Messages Issue 3 EliteMail VMS/EliteMail Limited
Public Interview Box ID: $PM
The Public Interview Box comes with a default $PM System ID. You can
change the box ID, but you cannot delete the Public Interview Box or add a
new one. If you do change the box System ID, you should also change all
references to the old ID. This System ID is typically used with the
GotoID® action set on the Operator Box on Application screen Page 3,
or on opening greeting boxes on Application screen Page 2.
Default Questions
The questions below are recorded defaults in the Public Interview Box.
Question  Max Reply Time
Who’s calling please? 6
Whom are you trying to reach? 9
What’s this in reference to? 9
At what number can you be reached? 9
What additional message would you like to leave
?     40
SECTION 2 
L
EAVE A MESSAGE IN 
THE PUBLIC 
I
NTERVIEW BOXA caller routed to the Public Interview Box is asked the series of questions
recorded in the box. If the caller does not finish speaking in the specified
reply time, the system continues with the next question.
If the caller does not respond to the first question, the system moves on to
the next question. If the caller still does not respond, the system skips to
the Action. For example, if the Action field is Say-bye, the caller hears:
“If you need further assistance, press the pound key now. Thank you and
good-bye.”
If the caller responds to the first question, but does not answer a later
question, the system continues with the next question in the series.


If dial tone detect is enabled, the system detects a caller disconnect and
stops the interview. 
						

							EliteMail VMS/EliteMail LimitedIssue 3
Reference 14 - 3
SECTION 3 
D
ELETE PUBLIC 
I
NTERVIEW BOX 
M
ESSAGESYou can delete all messages in the Public Interview Box. 


You should delete Public Interview Box messages when system traffic is
low.   If the box has many messages, the system may not be able to answer
calls for several minutes. If you must delete Public Interview Box messages
while calls are coming in, forward all voice mail lines to the operator.
Delete all messages in the Public Interview Box
1. Sign in to the system.  Press  	
- to display the Transaction 
Directory.
2. Press 
 (or use the Jump command) to view the Public Inter-
view Box.
3. Press 
.
4. Press 	
 to select All Messages
.
5. Press  to confirm.
SECTION 4 
S
ET UP SUBSCRIBERS 
TO RECEIVE PUBLIC 
M
ESSAGESPublic Interview Box, Public Fax Box, or Operator Box messages are
available to all subscribers who have public message access. The system
may also send a public message if a system error occurs. Subscribers with
P
 in the Access
 field cannot access public messages. Ensure that P
 is
removed from the access field on the Personal Directory page to provide
access. 
Most sites want System Managers and operators to have public message
access. Usually they are the only subscribers who do not have the P
access code and can receive public messages. 


The system should have at least one subscriber without the 
P access code,
so that someone can receive public messages. Otherwise, these messages
can go unnoticed and fill up disk space.