NEC EliteMail Vms/Elitemail Limited Technician Guide
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ReferenceE - 1 Special Dialing Characters You may include the following special characters in telephone numbers dialed by the voice mail system. They affect how the voice mail system dials these numbers. The timing characteristics of the special characters (, ), (; ), (& ) and (% ) can be changed on Switch Setup Screen Page 2. For details, refer to Chapter 21 Switch Setup. X Causes the system to insert the subscriber Extension # ID at this point in the sequence. The subscriber Extension # ID is listed beneath the Personal ID on the Personal Directory Screen. This should be used only if the subscriber Extension # ID is the same as the actual telephone number you want to dial. , Causes the system to pause for one second during dialing. The length of the pause can be changed system-wide on Switch Setup Screen Page 2. Subscribers can change a message delivery telephone number by telephone. When entering the new delivery telephone number, the subscriber can press # on the telephone keypad to enter a pause in the delivery number. This pause is displayed on screen as, . ; Causes the system to pause for 3 seconds during dialing. The length of the pause can be adjusted system-wide on Switch Setup Screen Page 2. & Causes the system to go on hook, then go off hook. This is commonly used to access special features on the NEC Electra Elite telephone system. The time the system is on or off hook can be adjusted system-wide on Switch Setup Screen Page 2. % Causes the system to go on hook for a longer time ( e.g., 2 seconds), then off hook again. P Causes the system to use pulse dialing. The voice mail system uses tone dialing by default. To use pulse dialing throughout the system, you must prefix all dial-out telephone numbers with P.
E - 2Special Dialing Characters Issue 3 EliteMail VMS/EliteMail Limited Q Causes the system to hang up and is useful in situations where the call is not meant to go to completion, as in calling a beeper. For activating most beepers, all that is necessary is to add a few pauses and a Q after the telephone number ( e.g., 555-1234,,,Q ). You can also use Q to provide a message waiting ring to people who want to be notified when they have messages, but do not want the voice mail system to attempt delivery. T Causes the system to switch to tone dialing. The T option is only used when a number must be dialed by pulse, then switched midstream to tone (for example, a credit card call on a pulse exchange).
ReferenceF - 1 Integration Option Codes In an integration, both the NEC Electra Elite telephone system and the voice mail system share information on the origin and destination of calls. The integration option codes are entered on Line 2 of Switch Setup Screen Page 1 to help the NEC Electra Elite telephone system better integrate with the voice mail system. You can enter more than one option in this field. Each option code must be separated by a single space. ( e.g., CR,,, DT ) SECTION 1 D IALTONE D ETECTIONDT Enables the voice mail system dial tone detection. The voice mail system listens for dialtone while playing prompts or recording messages. If the voice mail system detects a dialtone, it assumes the caller has hung up and ends the call. The voice mail system also checks for dialtone before dialing out, and if dialtone is absent, assumes its outgoing call has collided with an incoming call on the same port. The voice mail system then immediately changes into call answering mode and places the outgoing call back into the dial-out queue to be dialed again later. The following integration options control different aspects of the voice mail system dial tone detection sensitivity: • DT8=0 Entering DT8=0 in the Integration Options field disables dial tone detection on dial out calls. The voice mail system still listens for dial tone while recording messages, to verify that a caller has not hung up. To turn back on, enter DT8=1. • DT9=0 Entering DT9=0 on the Integration Options field disables dial tone detection on transferring calls to the operator. The voice mail system still listens for dial tone while recording messages, to verify that a caller has not hung up. To turn back on, enter DT9=1.
F - 2Integration Option Codes Issue 3 EliteMail VMS/EliteMail Limited SKT=n, n This option controls softkey timeout. Two separate timers are used. The first timer controls the time that the softkeys are displayed when first calling in to voice mail. If softkeys are not pressed, the system changes to normal conversation mode after this timer expires. The second timer controls the time before moving back one menu if softkeys are not pressed. SECTION 2 D IAL-OUT ACCESSThis code controls dial-out access. Refer to Chapter 21 Switch Setup for other dial-out settings. OTL= n Outdial trigger length. By default, the voice mail system considers a telephone number to dial an external call if it has more than 5 characters (including any special dialing characters). However, if you need to change this value, you can do so by adding the outdial trigger length option. To change the outdial trigger length, enter OTL= n where n equals a number between 4 and 15 ( e.g., enter OTL=11). In this example, the system considers telephone numbers with 11 or fewer characters as internal extension numbers, and longer telephone numbers are considered external calls. SECTION 3 S PECIAL TELEPHONE S YSTEM SETTINGSTM Trunk mapping routes trunk calls to specific message boxes. The format is TMn-m=ID where n is the first trunk number in a group, m is the last trunk number in the group, and ID is the System ID that receives calls from that trunk group. For example, TM1-6=206 specifies routes calls on trunks 1 through 6 to box number 206. You may specify multiple TM options to route different trunk groups to different message boxes. Trunks must be programmed to ring directly to the voice mail system ports to use this feature. (Otherwise the trunk identification DTMF codes are not sent to the voice mail system.) No check is made on the validity of the System ID specified when you enter it at the voice mail system screen. If an invalid System ID is specified for a given trunk, the voice mail system pauses 5 seconds, then says “I’m sorry. I did not hear your selection. Please reenter your selection now. ”
EliteMail VMS/EliteMail LimitedIssue 3 Reference F - 3 CR Special confirm return sequence. The voice mail system uses the special dialing sequence set by this option to return to the caller after trying to transfer a call to an internal extension if the subscriber with call screening answered the telephone but rejected the call by pressing 2. Specify the dialing sequence to use immediately after the CR. You could specify CR,,, to tell the voice mail system to pause three seconds while the caller is automatically reconnected. This option is used only when the return sequence for rejected calls differs from the return sequence for unanswered calls.
Glossary 1 Access A field on a subscriber Personal Directory page that controls the available system features. Action A field on a Personal Directory page, transaction box, or the Operator Box that determines the system action after the greeting. The possible actions are: Take a Message, Operator, Say Good-bye, Hangup, Go To I D , or Restart. These actions (except for Take a Message) can also be used in the After or After Msg fields on interview boxes, transaction boxes, or Personal Directory pages. Alphabetic Directory Refer to Automatic directory. Alternate Greeting A special greeting available for subscribers, transaction boxes, and voice detect boxes. Subscribers can record standard, internal, and alternate personal greetings and switch between standard/internal and alternate as needed. The transaction box or voice detect box owner can record a box standard or alternate greeting by telephone. Archived Message An old message that is explicitly saved by the subscriber. The message is saved for the number of days entered in the Archive Msg. field on the subscriber Personal Directory page. Automated Attendant A voice mail feature that automatically answers incoming calls and directs callers to the applicable extension without human operator assistance. Audiotext A menu tree for information distribution and collection. A caller makes a menu selection after listening to a variety of choices.
Issue 3 EliteMail VMS/EliteMail Limited 2Glossary Audiotext Messages Found in transaction boxes, audiotext messages are used to deliver information to a caller or lead a caller through a series of questions. Auto Dial Automatically routes caller to subscriber Extension # ID from the automatic directory. Automatic Directory A directory of subscriber recorded names and Extension # IDs available to outside callers. To identify a subscriber extension, outside callers spell the first three letters of the subscriber name using the telephone keypad. Subscribers can change whether or not they are listed in the automatic directory through setup options. Await Answer The system waits for the called extension to be answered before transferring the call to that extension. Broadcast Distribution With broadcast distribution, every member of a message group receives and hears the group message. A group has broadcast distribution when Dispatch is set to No. Call Forward to Personal Greeting The NEC telephone system can transfer calls directly to an extension and/or the subscriber voice mailbox when the extension is ring-no- answer or busy. Call Screening A feature consisting of several call transfer options giving subscribers information about incoming calls and control over which calls to accept and which to forward into a message box. Day Mode Identifies the hours the office is open. The system considers all other hours Night Mode. The system can be configured to function differently during Day Mode and Night Mode. Default The value in a field that the system uses if you have not entered another value.
EliteMail VMS/EliteMail Limited Issue 3 Glossary 3 Directory Assistance A voice mail system feature that lets callers reach the person they are calling, without speaking to the operator or receptionist. Callers with letters on their telephone keypads can use automatic directory assistance. The System Manager can set up numeric directory assistance for outside callers with numbers only. Directory Group A special group used to create numeric directory assistance. Directory groups list subscribers with a common characteristic, such as a department, location, or schedule. When a caller requests numeric directory assistance, the system plays the names of the directory group members and their extension numbers. Directory Menu A special one-key dialing menu used to create numeric directory assistance. Dispatch Distribution Applies to message groups. Only the first group member to listen to a group message receives it. This is useful in any application where a group of subscribers are equally responsible for a task. A dispatch group might be used for assigning service jobs. The first service person to hear a message takes the job. Dispatch distribution can be set only by the System Manager at the console. DTMF Dual-Tone Multifrequency; the technical designation for true touchtones. Enrolled Indicates that the user name, extension number, and other information are in the system. Extension The actual telephone extension number of a telephone in the system. If the actual extension number is different from the voice mail system Extension Number ID, you must enter this number after the arrow in the field Transfer? Ye s on the subscriber Personal Directory page or Transaction Box page for calls to be transferred. If the extension number is the same as the Extension # ID, you may enter X instead.
Issue 3 EliteMail VMS/EliteMail Limited 4Glossary Extension # ID This is what an outside caller uses to reach a particular subscriber. The system allows extension numbers of up to 10 digits. The system Extension # ID is usually the same as the subscriber actual telephone extension number, but it can be different. Follow-Along ID Extension # ID provided by the NEC telephone system to the voice mail system when a call is transferred or forwarded back to the system on ring-no-answer or busy. Greeting This is a recording used as the middle part of the Transfer GreetingAction sequence. A subscriber has standard, internal, and alternate personal greetings. An opening line box, transaction box, and voice detect box each have a pair of standard greetings (Day & Night) and an alternate greeting that is used in both Day and Night Modes. A greeting is typically used to greet callers and encourage them to leave a message. Greetings can also be used to play audiotext messages, or offer one-key dialing menus. The system plays the opening greeting when first answering incoming calls. Greetings Includes: opening greetings, subscriber greetings, transaction box greetings and voice detect box greetings. An opening greeting is heard by outside callers when they first reach the system. Subscriber greetings are recorded by individual subscribers and are played to a caller when the subscriber is unable to take a call. For example, this might be an individual greeting for each extension to say “Hi, I’ll be away on vacation until...” Transaction box and voice detect box greetings can greet a caller in many ways. For details, refer to the Reference Section. Group Refer to Message group. Guest A guest that is hosted by a subscriber is given a guest mailbox and limited system privileges. A client who calls frequently could be assigned as a guest of one of the staff. Unlike an outside caller, a guest can leave and receive private messages from the host subscriber. Guests have two-way communication on the system, but only with the host subscriber.
EliteMail VMS/EliteMail Limited Issue 3 Glossary 5 Held Message A message heard but not archived by a subscriber nor deleted by the system. (Same as an old message.) Interview Box A special transaction box that can ask a caller up to 20 questions and record each response. The owner receives the responses in a single message. Intro This voice field can contain a short recording ( e.g., “I’ll transfer you now.” ) that the system plays before attempting a call transfer. Live Record Allows a subscriber to record a telephone conversation and leave it as a message in a voice mailbox. Live Monitoring Allows a subscriber to hear a message being left by an outside caller through the speaker of the telephone. The subscriber can pick up the handset or press Speaker anytime to connect to the call. Optional upgrade on EliteMail Limited. Local Connect A port status that provides a direct audio connection to the system through the telephone line. Local connected status is required for recording all prompts, interview questions and recorded names. Local Off-hook A port status that indicates someone has taken a port off-line (similar to taking a telephone off hook) at the system console. Press to take a port off-line. Loopback Subscribers can retrieve messages from the system when end-to-end DTMF is not available on the telephone system. Message Box Stores messages from outside callers. The system announces messages from outside callers by saying, “...your message box has a message...” .