NEC EliteMail Vms/Elitemail Limited Technician Guide

							EliteMail VMS/EliteMail LimitedIssue 3
Reference 2 - 3
The values allowed in the Holding? field are:
Ye s
Outside callers must press 1 to hold for a busy extension. If an
outside caller presses 2, the system plays the box greeting then
takes the specified action (typically, takes a message). Outside
callers may also press # to try another extension. Outside caller must
have a touchtone telephone.
Vo x
Outside callers must speak to hold for a busy extension and do not
need a touchtone telephone. If an outside caller remains silent, the
system plays the box greeting then takes the specified action
(typically, takes a message). Outside callers using voice detect call
holding may not press #
 to try another extension, but you can route
them to other voice detect boxes to offer other extensions. For
details, refer to Chapter 25 Voice Detect. Voice detect call holding
must be set up by the System Manager at the console.
No
Turns call holding off. For subscriber mailboxes, remove the 
K from
the subscriber Access
 field if you also want to keep a subscriber
from turning call holding on or off by telephone.


If you choose an action other than 
Ta k e - m s g, record the call holding
prompts again so callers know what to expect. 
Figure 2-4  Sample Voice Detect Box With Holding Turned On















		
 









 	 
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							2 - 4 Call Hold, Transfer, and Screen Issue 3 EliteMail VMS/EliteMail Limited
Allow Subscribers to Change Holding by Telephone
To allow a subscriber to change call holding by telephone, add K to the
Access field on the subscriber Personal Directory page. (Refer to Figure
2-5 Allow Subscriber to Change Call Holding by Telephone). Conversely,
to keep a subscriber from changing call holding by telephone, remove the
K access code.  


Access code options I and J are unused for EliteMail Limited.
Unless specifically authorized by the System Manager, subscribers
cannot turn call holding on or off by telephone through setup options.
You can allow new subscribers to change call holding by telephone by
adding K to the Access field on the Application screen Page 5. (Refer to
Figure 2-6 Allow New Subscribers to Change Call Holding by Telephone)   
Figure 2-5   Allow Subscriber to Change Call Holding by Telephone
Figure 2-6  Allow New Subscribers to Change Call Holding by Telephone





















	
 










 	 
  
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							EliteMail VMS/EliteMail LimitedIssue 3
Reference 2 - 5
Subscribers Cannot Switch Holding Types by Telephone
The K access code lets a subscriber turn call holding on or off by
telephone, but does not allow switching between Ye s and Vo x. 
If a subscriber is allowed to change call holding by telephone, and the
Holding? field is Yes, the over-the-telephone conversation toggles the
field between Ye s and No. If the subscriber Holding? field is Vo x, the
over-the-telephone conversation toggles the field between Vo x and No.
The Call Holding Conversation
If call holding is enabled and the system encounters a busy signal while
transferring a call, it plays one of the following: 
For a subscriber: “ is on the telephone now.”
For a transaction box, the Operator Box or a voice detect box:
“I’m sorry, all lines are busy.”
Next it says:
“Calls are answered in the order received. You are  in
line.”
If the Holding? field is Yes, the caller then hears:
“If you’d like to hold, press 1. To leave a message, press 2; or, to try
another extension, press the pound key...”
Or, if the Holding? field is Vo x, the caller then hears:
“If you’d like to hold, please say Yes. To leave a message, remain silent...”
If the caller indicates hold, the system places the caller in a holding queue.
If the caller indicates leave a message, the system plays the greeting for
the box and then takes the action specified for that box (typically,
Take-msg). 
While most systems set the action to Take-msg, you can choose a
different action (for example, transfer to operator, or GotoID

 to route the
caller to a different box). If you choose a different action, use a local
connection to record the call holding prompts again so callers know what
to expect. 
						

							2 - 6 Call Hold, Transfer, and Screen Issue 3 EliteMail VMS/EliteMail Limited
The Holding Queue
The first caller in the holding queue is handled differently than other callers
further back in the queue. 
First in Line
If the caller is first in line for the extension, the voice mail system
places the caller on hold with the Electra Elite. The caller hears
music or silence, whichever the Electra Elite provides for holding
calls. Periodically, the voice mail system tries the extension to see if
it is still busy. If the extension is free, the voice mail system takes the
call off hold and transfers it to the extension. 
If the extension is still busy, the voice mail system waits for a brief
period, then tries the extension again. If the extension remains busy
after several tries, the voice mail system returns to the caller and
asks if the caller wants to continue to hold. If the caller still wants to
hold, the voice mail system repeats the holding cycle. 
This holding cycle is not a camp-on feature. The voice mail system
instead repeatedly tries the extension to see if it is still busy. The
length of this holding cycle for the caller first in line is controlled by
the values in the call holding fields shown in Figure 2-7 Call Holding
Fields on Switch Setup Screen Page 2.
Second in Line or Further Back
Callers that are second in line or further back in the holding queue
are not transferred to the Electra Elite. The voice mail system holds
the call, until it can pass the call to the Electra Elite as a first-in-line
caller. 
These Callers hear a series of music-on-hold prompts. Each music-
on-hold prompt can contain music or a special message that you
record. When the caller first enters the holding queue second in line
or further back, the caller hears the first music-on-hold prompt. At the
end of this prompt, the voice mail system checks to see if the caller
can move to first in line in the queue. The voice mail system then
updates the caller status:
“ is still on the telephone.”
“You are  in line. To continue to hold, press 1; to
leave a message, press 2; or to try another extension, press the
pound key.” 
						

							EliteMail VMS/EliteMail LimitedIssue 3
Reference 2 - 7
Or, for voice detect call holding:
“You are  in line. To continue to hold, say Yes; to
leave a message remain silent .”
If the caller indicates to remain on hold, the voice mail system plays
the next music-on-hold prompt. 
At the end of the next music-on-hold prompt, the voice mail system
again checks to see if the call can move up in the holding queue,
then again updates the caller current status. The length of the
holding cycle for the second in line or further back caller is
determined only by the length of the music-on-hold prompt played.
Holding Cycles
The voice mail system has one call-holding cycle for callers that are first in
line, and another for callers second in line or further back. 
First in line
The voice mail system tries the extension several times to see if it is
free, then returns to the caller to ask for indication to continue
holding. You can configure the time between extension tries and the
number of tries made before the voice mail system returns to the
caller. These two call-holding parameters determine how long the
holding cycle is for the first in line caller. The fields that control this
cycle are on Line 15 of Figure 2-7 Call Holding Fields on Switch
Setup Screen Page 2.
Second in line or further back 
The holding cycle is determined only by the length of each music-on-
hold prompt the caller hears. You may record music-on-hold prompts
of varying lengths.
In either case, the caller can exit from the holding cycle. If the Holding?
field is Yes, callers can press 2 and leave a message or press # and dial
another extension number.
Call Holding Parameters
Two sets of fields control call holding system-wide. The fields on Switch
Setup screen Page 2 control how many calls the system allows to hold,
both throughout the system and for any one extension. This screen also
stores fields that control the call holding cycle for the first-in-line caller. A
second set of fields (14 and 15), found on Figure 2-7 Call Holding Fields
on Switch Setup Screen Page 2 controls how the system identifies busy
signals on the Electra Elite telephone system. 
						

							2 - 8 Call Hold, Transfer, and Screen Issue 3 EliteMail VMS/EliteMail Limited
Control the Number of Calls on Hold
Specify how many calls can wait on hold on Line 14 of Figure 2-7 Call
Holding Fields on Switch Setup Screen Page 2. Each held call ties up one
voice mail system port.
Maximum lines holding total
This specifies the maximum calls allowed to hold in the system at one
time. Each held call occupies one voice mail system port. Set the
maximum to a value less than your total number of answering ports
to avoid tying up the whole system with calls on hold. 
Maximum lines holding for extension
This specifies the maximum calls allowed to hold for a particular
extension. This value should be smaller than the Maximum lines
holding total field. In an 8-port system, you might want to limit the
total maximum lines holding in the system to 5, and the maximum
lines holding for any particular extension to 3. 
The voice mail system checks the number of lines holding by
counting all calls that ring the same telephone extension. This may
include calls from multiple message boxes or transaction boxes, if
the boxes transfer calls to the same telephone extension. A sales
department representative might have a transaction box that is set up
to transfer calls to a specific desk when outside callers dial the Sales
Department. Callers that dial the extension number directly are also
transferred to the desk extension. The voice mail system counts the
total number of calls attempting to transfer to the extension and
allows the number of calls specified in this field to be put on hold.
Figure 2-7   Call Holding Fields on Switch Setup Screen Page 2














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							EliteMail VMS/EliteMail LimitedIssue 3
Reference 2 - 9
When the number of calls holding in the system reaches either the
value for the Maximum lines holding total field or the Maximum
lines holding for ext field, a new call is not placed on hold. The call
instead is handled as if the extension went unanswered. Usually the
system takes a message.
Controlling the First-in-Line Message Cycle
The length of the message cycle for callers who are first in line in the
holding queue is controlled by fields on Line 15 of Figure 2-7 Call Holding
Fields on Switch Setup Screen Page 2.
Number tries between TT checks
This specifies the number of times the voice mail system should try
the extension before it checks back to ask if the caller wants to
continue to hold. If the value is 4, the system tries the extension 4
times before checking with the caller. This field applies only to first-
in-line callers. 
Extra hold time between tries
This specifies time (in tenths of a second) the voice mail system
waits between each try of a busy extension. If the value is 50, the
system waits 5 seconds between each try. 
An Example
If the Number tries between TT checks field is 4 and the Extra hold
time between tries field is 50, the voice mail system tries the busy
extension 4 times, and waits 5 seconds between each try, before it checks
back to confirm that the caller wants to remain on hold.
If it takes the voice mail system 3 seconds to try the extension and 5
seconds to wait before the next try, 8 seconds elapses between one try of
the extension and the next try. 
Multiply this by 4 tries to calculate that the voice mail system checks back
with the first in line caller every 32 seconds.
Setting the Extra hold time between tries field lower puts calls through
quicker. Setting it higher makes the holding conversation sound better
because the caller hears fewer clicks from the tries of the busy extension
and hears more continuous hold music (if hold music is provided by the
Electra Elite). Four tries between TT checks, and 5 seconds between tries
is recommended. 
						

							2 - 10 Call Hold, Transfer, and Screen Issue 3 EliteMail VMS/EliteMail Limited
Playing Music-On-Hold Prompts
To play music on hold, the system plays 10 prompts in round-robin
sequence to callers who are second in line or further back in the queue. 
Only the first music-on-hold prompt comes prerecorded. It contains piano
music by Mozart. You may, however, record additional music-on-hold
prompts in the same manner that you record other prompts and voice
fields. For details, refer to Chapter 15 Recording Voice Fields. 
If multiple music-on-hold prompts are recorded, the system plays the
entire series of prompts to each caller who remains second in line or
further back in the holding queue.
Each time the voice mail system finishes playing one music-on-hold
prompt, it asks if the caller wants to continue to hold, then plays the next
music-on-hold prompt in the series. The voice mail system skips
unrecorded music-on-hold prompts. After the voice mail system plays all
prompts, it cycles back to the first music-on-hold prompt.
You may want these music-on-hold prompts to contain music of your own
choice, promotional messages, or information pertinent to your particular
use of call holding.
A music-on-hold prompt between 20 and 60 seconds is recommended to
make the holding conversation flow better with the caller. If the music-on-
hold prompts are too short, the caller is asked too frequently to press a
tone to remain on hold. If prompts are too long, the caller may hang up.
The caller position in the holding queue does not affect which music-on-
hold prompt the caller hears. The first caller does not hear the music-on-
hold prompts. Each caller second in line or further back hears the entire
sequence of recorded music-on-hold prompts, if the caller stays in the
holding queue long enough.
Also Refer To:
Section 2 Call Transfer on page 2-11
Section 3 Screen Calls on page 2-16
Chapter 9 Messages
Chapter 15 Recording Voice Fields
Chapter 20 Subscribers
Chapter 21 Switch Setup
Chapter 24 Transaction Boxes
Chapter 25 Voice Detect
EliteMail VMS/EliteMail Limited Voice Mail User Guide # 750178-0 
						

							EliteMail VMS/EliteMail LimitedIssue 3
Reference 2 - 11
SECTION 2 
C
ALL TRANSFERThe voice mail system transfers
 calls to the Electra Elite. A variety of call
transfer options allow you to customize how a call is transferred and what
a caller hears. These settings can be customized for individual subscribers
or for the needs of the Electra Elite. 
This topic describes:
The TransferGreetingAction structure
The call transfer types
How to set up call transfer fields
The call transfer options
The Transfer

Greeting

Action Structure
In most cases, the voice mail system handles calls by following the
programmed sequence TransferGreetingAction that is set up for a
subscriber or box and shown on:
The Personal Directory page for each subscriber
Transaction boxes and voice detect boxes
On Application screen Page 5 you can also set the default Transfer
GreetingAction structure for new subscribers added to the system.
When call transfer is turned on for a subscriber or box, the voice mail
system tries to transfer a call to the telephone number listed. If
unsuccessful, the system plays the applicable greeting (if any), then
follows the instructions set in the Action
 area.
Call transfer 
always involves the voice mail system passing a call to the
Electra Elite, but call routing
 involves the voice mail system passing a call
from one System ID to another. Transferring a call to a telephone number
or extension is always handled in the Transfer section of the screen, and
routing a call to another voice mail system Extension # ID or System ID is
handled in the Action
 and One key dialing
 sections. 
						

							2 - 12 Call Hold, Transfer, and Screen Issue 3 EliteMail VMS/EliteMail Limited
Figure 2-8   Call Transfer on a Subscriber Page
Figure 2-9   Call Transfer on a Transaction Box
Figure 2-10   Call Transfer on the Operator Box





















	
 










 	 
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