NEC Infoset 408 Vm Voice Processing System Managers Guide

							

	


 	
 



 
 

 




 

 
 
 
 
 
 	
		 	



 

 
 
 


 
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							NEC America, Inc. reserves the right to change the specifications, functions, or
features, at any time, without notice.
NEC America, Inc. has prepared this document for the use by its employees and
customers.  The information contained herein is the property of NEC America, Inc.
and shall not be reproduced without prior written approval from NEC America, Inc.
Electra Elite and InfoSet are registered trademarks of NEC America, Inc.  
Copyright 2000
 NEC America, Inc.
1555 Walnut Hill Lane
Irving, TX  75038
Business Terminals Division 
						

							Preface
GENERAL INFORMATION
This book is intended to help in the installation, system administration,
and maintenance of the InfoSet 408 Voice Mail.  It is intended for use as
a reference by anyone needing such information, including system
managers, support personnel, sales representative, and account
executives.  It is also intended for technicians who are responsible for
system installation, maintenance, and troubleshooting.
ABOUT THIS MANUAL
This manual provides information about the system features,
configuration, and standards. Chapters of this manual include:


System Overview
Describes the System Manager’s responsibilities and how to
set up the conversation options.


Planning the System
Discusses how to handle the calls processed on the voice
processing system. Opening greetings and the system
schedule are introduced and a system directory is presented.


Setting Up the System
Provides direction on setting up the information record and how
to get started. How to record the opening greeting, setting up a
schedule, setting up the operator’s mailbox, and the System
Manager’s password are provided.


Training Users
Provides preparation materials and task directions and
procedures for the training of the user and/or technician.


Maintaining Your System
Provides directions for ongoing maintenance, special
greetings, changing options for the operator mailbox or the fax
machine.  Message groups and monitoring of system status
are also addressed. 
						

							
Expanding Your System With Call Routing
Provides directions for planning and using call routing. A call
routing worksheet for addressing the assignments for call
routing keys. Procedures for changing default actions and
recording new greetings are given along with a discussion for
testing call routing.
SUPPORTING
DOCUMENTS

InfoSet 408 VM, Voice Processing System, Technician’s Guide
(Stock Number 760417)

InfoSet 408 Voice Mail User Guide (Stock Number 750204-0)

InfoSet 408 System Manual (Stock Number 760409)

InfoSet 408 Voice Processing System CD-ROM (Stock Number
305260-0) 
						

							InfoSet 408 System Manager’s Guide i
Table of Contents
Chapter  1 System Overview
Section  1  Welcome to Infoset 408 Voice Mail ................  1-1
1.1 System Conversations ...........................  1-1
1.2 System IDs  ............................................  1-1
1.2.1 Subscribers Have Personal 
IDs ............................................... 1-2
1.2.2 System Manager’s Password ....  1-2
Section 2 System Manager Responsibilities...................  1-2
Section 3 Using the System Manager’s Conversation ....  1-3
3.1 System Manager’s Password  ................  1-3
3.2 Using The System Manager’s 
Conversation .......................................... 1-4
3.3 System Manager’s Conversation ...........  1-4
3.3.1 Change a Mailbox (Press 4)  ......  1-5
3.3.2 Opening Greeting  (Press 5)  ......  1-5
3.3.3 System Schedule (Press 6)  .......  1-5
3.3.4 System Settings and 
Information (Press 7)  .................. 1-5
3.3.5 Operator Settings (Press 8)  .......  1-5
3.3.6 Call Routing (Press 9)  ................  1-5 
						

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3.3.7 Groups (Press 0)  .......................  1-6
Chapter  2 Planning Your System
Section  1 How The System Handles Calls......................  2-1
1.1 What Does the Automated Attendant 
Do? ........................................................  2-1
1.1.1 Callers Route Themselves .........  2-2
1.1.2 Fax Routing, Detection, And 
Notification .................................. 2-2
1.1.3 Call Routing Keys Give Quick 
Access ........................................ 2-3
1.1.4 Operator Assistance Is Always 
Available ..................................... 2-3
1.2 Deciding How to Use the Automated 
Attendant ................................................ 2-3
1.2.1 No Automated Attendant  ...........  2-3
1.2.2 Private Attendant  .......................  2-4
1.2.3 Secondary Attendant  .................  2-4
1.2.4 Primary Attendant ......................  2-4
Section 2 Planning Your Opening Greeting ....................  2-4
2.1 Opening Greeting And System 
Schedule ................................................ 2-5
2.1.1 Day Greeting  .............................  2-5
2.1.2 Night Greeting  ...........................  2-6
2.1.3 Holiday Greeting  ........................  2-6
2.2 System Directory  ...................................  2-6
2.3 Determining the System Schedule  ........  2-7 
						

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InfoSet 408 System Manager’s Guide iii
2.3.1 System Schedule  .......................  2-7
2.3.2 Your Organization’s Schedule  ...  2-8
Chapter  3 Setting Up Your System
Section  1 Understanding Your System Setup .................  3-1
Section 2 Setup Information Record ...............................  3-1
Section 3 Getting Started ................................................  3-2
Section 4 Recording Your Opening Greeting ..................  3-3
Section 5 Setting Up Your System Schedule ..................  3-4
Section 6 Setting Your Operator’s Extension and 
Mailbox ............................................................. 3-6
Section 7 Changing the System Manager’s Password ...  3-8
Section 8 Becoming Familiar With the System...............  3-8
Chapter  4 Training Users
Section  1 Preparing For Training ....................................  4-1
Section 2 Conducting User Training ................................  4-1
Section 3 Training the Operator ......................................  4-3
Chapter  5 Maintaining Your System
Section  1 Ongoing Maintenance .....................................  5-1 
						

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Section 2 Creating A Special Opening Greeting For 
Holidays ........................................................... 5-1
Section 3 Changing the Extension For the Operator 
Mailbox Or the Fax Machine ...........................  5-2
Section 4 Adding And Deleting Voice Mailboxes ............  5-3
Section 5 Message Groups .............................................  5-4
Section 6 Monitoring System Status ...............................  5-5
Chapter  6 Expanding Your System With Call Routing
Section  1 Offering Call Routing .......................................  6-1
1.1 Why Use Call Routing?  .........................  6-1
1.2 How Call Routing Works  .......................  6-2
Section 2 Evaluating Your Needs ...................................  6-2
Section 3 Planning Call Routing......................................  6-4
Section 4 Assigning Call Routing Keys ...........................  6-6
Section 5 Changing Default Actions................................  6-6
Section 6 Recording New Greetings ...............................  6-7
Section 7 Testing Call Routing ........................................  6-9 
						

							System Overview1 - 1
System Overview
 	
SECTION  1   WELCOME TO INFOSET 408 VOICE MAIL
InfoSet
Ô 408 Voice Mail (VM) allows you to configure your voice mail and
call handling system  to best meets the needs of your organization. The
voice messaging system is easy to use—there are no confusing codes or
special commands to remember. You communicate with the system
entirely over the telephone. To use any of the system’s features, you
listen to the system conversation and respond to short instructions, either
by pressing 
1 for 
Yes and 
2 for 
No, or by selecting menu choices. 
1.1 System Conversations 
All users of the voice messaging system—the system
manager, subscribers, and people calling in to your
organization—communicate with the system through system
conversations. Different conversations are used for different
parts of the system:


You hear the system manager’s conversation when you
are setting up and maintaining your system.


Subscribers hear the message conversation when
checking messages in their mailboxes. 


Subscribers hear the setup conversation when changing
setup options.


External callers hear the opening greeting conversation. 
1.2 System IDs 
System managers and subscribers identify themselves to
InfoSet 408 Voice Mail with system IDs. When you dial InfoSet
408 Voice Mail from an outside line, it answers with your 
						

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organization’s opening greeting. The “external” caller is
unidentified at this point, but is able to enter an extension,
leave a message, send a fax, use the directory, or choose
commands from menus. 
1.2.1 Subscribers Have Personal IDs 
Your personal ID identifies you to the system and lets
you use your mailbox. Each subscriber has a unique
personal ID, which is formed by adding the number 9
to the beginning of the extension number. For
example, the personal ID for extension 12 would be
912. 
Note:Subscribers who use digital feature set
telephones can access their mailboxes directly
by simply dialing the InfoSet 408 Voice Mail from
their own extensions. 
Because personal IDs are not private, each
subscriber can set a secret security code to safeguard
his or her mailbox. A subscriber may change this
security code at any time. 
1.2.2 System Manager ’s Password
The system manager’s password identifies you as the
system manager so you can customize and maintain
the voice messaging system or access your own
mailbox.  (Refer to Using The System Manager’s
Conversation on page 1-4).
 
SECTION 2  SYSTEM MANAGER RESPONSIBILITIES
As system manager, you are responsible for the following tasks: 


helping the technician determine the best way to set up your
system.  


getting the people in your organization started using the voice
messaging system by recording greetings and training
subscribers. 


maintaining the voice messaging system on an ongoing basis.