NEC Infoset 408 Vm Voice Processing System Managers Guide

							InfoSet 408 System Manager’s Guide 1 - 3
Issue 1NEC America, Inc.
This guide gives you the information you need to decide how best to use
your system and to perform each of these tasks quickly. Each chapter
covers one of the system manager’s four main areas of responsibility.
Chapter 2, “Planning Your System” helps you decide how you want your
system to answer incoming calls and helps you plan your greetings and
schedules.
Chapter 3, “Setting Up Your System” explains the parts of your system
the technician has set up and guides you through your part of the setup.
Chapter 4, “Training Users” covers the points you need to convey to your
organization’s operator and to all subscribers on the voice messaging
system.
Chapter 5, “Maintaining Your System” describes the ongoing tasks you
perform to keep your system running efficiently. It also introduces call
routing keys, a powerful feature that provides you with flexibility in
handling calls. 
Chapter 6, “Expanding Your System With Call Routing” describes all the
aspects of call routing and how it works.
SECTION 3  USING THE SYSTEM MANAGER’S CONVERSATION 
As system manager, you use the system manager’s conversation to add,
delete, and reset mailboxes; to change the opening greeting message
and system schedule; and to perform other maintenance operations. 
3.1 System Manager’s Password 
The system manager’s password identifies you as system
manager. As a system manager, you are also a regular InfoSet
408 Voice Mail subscriber.  Your system manager password
also serves as your personal ID. 
When the voice messaging system is first installed, the system
manager’s password (personal ID) is 797647 (SYSMGR on
lettered telephone keypads). Change the password
immediately, and protect your system by changing your
password regularly.   
						

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You can further protect your system by setting a security code
for the system manager’s mailbox.   
3.2 Using The System Manager’s Conversation 
You use the system manager’s conversation to perform all of
the setup and maintenance of InfoSet 408 Voice Mail. Once
you access the conversation, you follow simple instructions,
either by pressing 1
 for Yes  
or 2
 for No
, or by selecting
choices from short menus. 
The system manager’s conversation outlined in the System
Manager’s Conversation on page 1-4 through 1-6 shows the
structure of the entire system manager’s conversation. Before
accessing the conversation, familiarize yourself with the
information you must supply.
To access the system manager’s conversation: 
1. Call the extension for InfoSet 408 Voice Mail (50 by
default). (Refer to Setup Information Record on page
3-1.)
2. When you hear the opening greeting, enter the system
manager’s password.  The default password is SYSMGR
or (797647).
3. Dial 0 for System Manager Options.
Refer to:
Setup Information Record on page 3-1
Changing the System Manager ’s Password on page 3-8
3.3 System Manager’s Conversation 
The system manager’s conversation allows you to setup and
maintain the following options of the Infoset 408 Voice Mail.
Each option can be reached by pressing the number given
beside it in the option menu.This takes you to that section of 
						

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Issue 1NEC America, Inc.
the system manager’s conversation for that option. After you
have accessed the conversation, simply follow the instructions
given by selecting 1
 for Yes
 and 2
 for No
 or by choosing the
choices from the short menus provided.
3.3.1 Change a Mailbox (Press 4)
Mailbox Maintenance 
Add a mailbox 
Reset a mailbox 
Delete a mailbox   
3.3.2 Opening Greeting  (Press 5) 
Change the mode (day, night, or holiday) 
Change the opening greeting
3.3.3 System Schedule (Press 6) 
Verify or change the clock setting 
Verify or change the date setting 
Change a schedule range 
3.3.4 System Settings and Information (Press 7) 
Hear System Information (Press 4)
Change System Manager Password (Press 5)
Change Security Code
Change Fax Settings (Press 6)
3.3.5 Operator Settings (Press 8) 
Verify or change the extension for operator 
calls (Press 4)
Review or rerecord the operator greetings (Press 5)
Verify or change the fax settings (Press 6) 
						

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3.3.6 Call Routing (Press 9) 
Edit Call Routing from Opening Greeting (Press 4)
Edit Call Routing from Call Routing Boxes (Press 5)
3.3.7 Groups (Press 0) 
Group Maintenance
Create a Group (Press 4)
Edit a Group (Press 5)
List group members (Press 6)
Delete a group name (Press 7) 
						

							Planning Your System2 - 1
Planning Your System
 

SECTION  1  HOW THE SYSTEM HANDLES CALLS
As part of the voice messaging system setup, you must decide whether
and how you want to use the system’s automated attendant to answer
incoming calls. This determines how calls are distributed between the
voice messaging system and the operator.
You may prefer to have the operator continue handling all incoming calls
and use InfoSet 408 Voice Mail primarily for its voice mail features. Or
you may want to use its automated attendant, which helps the operator
answer incoming calls and transfer calls to extensions.
1.1 What Does the Automated Attendant Do?
The automated attendant acts as a receptionist, answering
and routing incoming calls automatically. Callers hear an
opening greeting for your organization that gives them
instructions and options. For example:
“Hello. Thank you for calling Omni Corporation. If you are
calling from a touchtone telephone, you may enter the
extension at any time. For Sales, press 1. For product
information, press 2. To send a fax, press 3. For a directory of
extensions, enter 800. Otherwise, please stay on the line and
an operator will be right with you.”
Several features of InfoSet 408 Voice Mail can assist you in
handling incoming calls to meet your organization’s needs. 
						

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1.1.1 Callers Route Themselves
Through the automated attendant, external callers
can reach a person directly by dialing the extension
number. Using the directory assistance feature, a
caller who does not know the extension number can
spell the subscriber’s last name, and the system
routes the call appropriately. When an extension does
not answer or is busy, the system automatically routes
the caller to the subscriber’s voice mailbox.
Note: The system directory is automatically set up
during installation. Subscribers enter individual
information while enrolling. 
1.1.2 Fax Routing, Detection, And Notification
If the system detects a fax tone when it answers a
call, it transfers the call to your fax machine
automatically. Callers can also dial the fax extension
during the opening greeting, and, once connected to
the fax extension, send a fax manually. This
eliminates the need for a separate fax telephone
number and dedicated outside line. The system can
even prompt fax callers to add a brief voice mail
message to describe their fax and tell the operator
who it is for. The operator can then send this message
to the person’s voice mailbox as notification that a fax
is waiting. 
Note:Fax routing from InfoSet 408 Voice Mail requires
that the fax machine be connected to a digital
telephone jack (Electronic Station Port) on the
switch via a digital-to-analog converter (SLT
Adapter or APR-U10 Unit).  Because the
separate FAX CO Branch jack on the switch is a
FAX branch and not an extension, InfoSet 408
Voice Mail cannot route faxes to it.   
						

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Issue 1NEC America, Inc.
1.1.3 Call Routing Keys Give Quick Access
The system’s call routing keys let you create simple
menus that lead callers to frequently requested
extensions or information. By entering a single digit,
callers go to a specified extension (“For Sales, press
1
.”), hear an audio message (“For product
information, press 2
.”), or go to another call routing
menu.
1.1.4 Operator Assistance Is Always Available
The voice messaging system does not completely
replace an operator. Callers who need personal
assistance can reach the operator at any time by
dialing 0. Callers who do not respond during the
opening greeting, such as those not using a
touchtone telephone, are transferred automatically to
the operator.
1.2 Deciding How to Use the Automated Attendant
Your technician needs to know if and how you want to use the
automated attendant with your operator to handle external
calls. If you will use the automated attendant, will it be a
private, secondary, or primary attendant? Your choice tells the
technician how to connect your system. Note that your
technician can enable or disable the automated attendant
later, if the needs of your organization change.
1.2.1 No Automated Attendant
InfoSet 408 Voice Mail is used for internal voice mail
only. No outside lines are routed to the automated
attendant.  Rather, InfoSet 408 Voice Mail is an
extension on your telephone system that is available
only to internal callers and callers transferred to it by
the operator. 
						

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1.2.2 Private Attendant
The voice mail system is reserved for subscribers
only. This makes the voice messaging system
available from outside the office to subscribers and to
selected clients, but external callers cannot reach a
voice mailbox unless the operator transfers them to it.
1.2.3 Secondary Attendant
Your operator answers most incoming calls. Overflow
calls are routed to the automated attendant when the
operator is busy or unavailable (if this option is
supported by your telephone system). InfoSet 408
Voice Mail also answers calls dialed directly to the
secondary telephone number.
The point at which calls overflow to InfoSet 408 Voice
Mail depends on the number of external lines
connected to your telephone system and the number
of calls you receive. Your technician can help you
choose the appropriate secondary line for the voice
messaging system.
1.2.4 Primary Attendant
Your main telephone lines are routed directly to the
voice messaging system. The system answers most
of your incoming calls. Your operator helps only those
callers who need personal assistance and takes
overflow calls when all InfoSet 408 Voice Mail ports
are busy. 
SECTION 2  PLANNING YOUR OPENING GREETING
The opening greeting plays to a caller when the voice messaging system
answers a call. During the opening greeting, callers can enter extension
numbers, access the system directory, or hold for assistance. So, you
must plan your opening greeting to tell callers the options that are
available to them. 
Plan an opening greeting for business hours (day greeting) as well as
one for after business hours (night greeting). 
						

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Issue 1NEC America, Inc.
Note:Record a new holiday greeting before each holiday.
For best results, your greeting should convey all the necessary
information in the least amount of time. You need to include:


Your organization’s name


How to reach an extension with a touchtone telephone


How to reach the operator


How to send a fax


How to reach the system directory


An alternative method for callers who want general information or
who do not have a touchtone telephone
Explaining all of your information clearly in the opening greeting requires
careful wording. “The opening greeting and the system schedule” later in
this chapter suggests effective wording for day, night, and holiday
greetings.
Note:Later you can incorporate instructions for using call routing keys
into your opening greeting as well. For now, just make sure that
your opening greeting gives the basic information needed to
direct callers. After you have planned and set up your call
routing keys, be sure to rerecord your opening greeting.
2.1 Opening Greeting And System Schedule
InfoSet 408 Voice Mail answers a call with one of three
opening greetings, depending on the time of day and your
system schedule.
2.1.1 Day Greeting 
Write and practice your greeting before recording it. 
						

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“Hello. Thank you for calling Omni Corporation. If you
are calling from a touchtone telephone, you may enter
the extension at any time. If you do not know the
extension, enter 800 for a directory. Otherwise, please
stay on the line and an operator will be right with you.”
2.1.2 Night Greeting 
“Hello. Thank you for calling Omni Corporation. Our
normal business hours are 9 A.M. to 5 P.M., Monday
through Friday. If you are calling from a touchtone
telephone, you may enter the extension at any time. If
you do not know the extension, enter 800 for a
directory. Otherwise, please leave a message.”
2.1.3 Holiday Greeting 
“Hello. Thank you for calling Omni Corporation. Our
office is closed for the holiday. We will reopen
tomorrow. If you are calling from a touchtone
telephone, you may enter the extension at any time. If
you do not know the extension, enter 800 for a
directory. Otherwise, please leave a message.”
2.2 System Directory
The voice messaging system reserves the ID number 800 to
identify the system directory, a directory of the extension
numbers and names of subscribers. Entering 800 lets an
external caller find an extension number by using the keypad
to spell the first three letters of the subscriber’s last name or
first name. (Mention the system directory in your opening
greeting only if callers are likely to have lettered telephone
keypads.) Since subscribers choose whether or not to list their
names in the system directory, the directory does not
necessarily make all subscribers available to external callers.