Northern Telecom Voice Mail 4,0 Reference Guide

							 
Using Norstar Voice Mail    
5 
P0886602 Issue 1.0Norstar Voice Mail Reference Guide 
Analog Terminal Adapter (ATA)    
A single-line Norstar telephone can be used for most Norstar Voice Mail sessions. 
However, you cannot use a single-line telephone attached to an ATA for Norstar 
Voice Mail System Administration tasks.
There is no Message Waiting Notification when you are using an ATA.
Although the single-line telephone does not have a feature button, you can access 
Norstar Voice Mail features.
To access Norstar Voice Mail features, such as the Leave Message feature or the 
Open mailbox feature, call Norstar Voice Mail and follow the voice prompts. The 
Norstar Voice Mail directory number is determined by using Feature 985 on a 
Norstar telephone.
If you have an Enhanced ATA, you can also press:
• 
û ¥ á ¡ Ú  
 to open your mailbox
or 
•
 
û ¥ á ¡ â 
 
to leave a message, and follow the voice prompts. 
Entering characters on the Norstar dialpad 
The buttons on your Norstar telephone dialpad act as both numbers and letters. Each 
button represents a number and also represents letters of the alphabet. 
You can enter a maximum number of 16 characters on the command line of the  
Norstar dialpad. The display shows 16 characters at a time. The prompt remains on 
the display when fewer than ten characters are entered. 
In some situations, the prompt and the information to be entered total fewer than 16 
characters, and you can see both the prompt and the information you entered. 
An example of a display with less than 16 characters, where the command line 
prompt remains on the display is the   
Pswd  
 command line prompt.
The prompt disappears for the following command line prompts:  
¥Name:
¥Log:
¥Dest ph:
Pswd:1111
OTHR    RETRY    OK 
						

							 
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  Using Norstar Voice Mail 
Norstar Voice Mail Reference GuideP0886602 Issue 1.0 
For instance, the following display shows the  
Name:  
 command line prompt:
When you begin to enter the last name, the  
Name:  
 command line prompt 
disappears. For example, if you are entering the name Partridge, you press the 
dialpad button  
à  
 for P, and the display drops the   
Name:  
 prompt.
The command line prompt is still not shown on the display after you have entered 
the entire name, although the name is only nine characters.
 
Norstar Voice Mail voice prompts 
All Norstar telephones provide voice prompts.
The voice prompt tells you the dialpad button to press to use different Norstar Voice 
Mail options. Voice prompts provide the same options as display buttons. Prompts 
also provide options that do not appear on the display. If you are using a two-line 
display telephone, you can use either the display button or the dialpad button to 
access the option.
On a Norstar single-line display telephone the voice prompt plays immediately. If 
you do not choose an option after four seconds, the voice prompt replays the 
options. If you still do not choose an option, Norstar Voice Mail ends the session.
On a Norstar two-line display telephone, the voice prompt plays after a five-second 
delay. If you do not choose an option, Norstar Voice Mail ends the session.   
Interrupting a voice prompt 
A voice prompt can be interrupted by selecting any option on the display or dialpad. 
A voice prompt can also be interrupted by pressing  
£  
. You cannot interrupt a 
voice prompt that is informing you of an error.
 
Automated Attendant 
The Automated Attendant acts as a receptionist for incoming calls. When enabled, 
the Automated Attendant answers your company’s incoming telephone lines 
depending upon the time of day. If the caller knows which option they want, they 
can interrupt the Automated Attendant by pressing their selection on the dialpad of 
any tone-dial telephone.
Name:
RETRY    BKSP    OK
P
RETRY    BKSP    OK
PARTRIDGE
RETRY    BKSP    OK 
						

							 
Using Norstar Voice Mail    
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P0886602 Issue 1.0Norstar Voice Mail Reference Guide 
The Automated Attendant provides callers with voice prompt commands associated 
with each of the following options:
•entering a mailbox number
•entering the directory number 
•using the Company Directory
•leaving a message
•reaching the Operator
•selecting an Alternate Language* (not a voice prompt)
* If your Norstar Voice Mail system was installed with bilingual capabilities, the 
caller can press 
 
á 
 to listen to the Automated Attendant in the Alternate Language.
When an option has been selected, the Automated Attendant responds to the 
command either by routing the call to a DN or mailbox within your company, or 
directing the caller to the Company Directory or the Operator.
The caller listens and then presses the option they want to use. 
 
Types of mailboxes 
A mailbox is a storage place for messages. A Norstar Voice Mail system can have 
1000 mailboxes. There are three types of mailboxes:
•Personal
•Information 
•Special 
Most users have personal mailboxes. 
Personal mailbox 
A personal mailbox is assigned by the System Coordinator and is maintained by the 
mailbox owner. A personal mailbox can be a user or a guest mailbox. 
User mailbox 
A user mailbox can be assigned to each mailbox owner who has an operating 
Norstar DN.  
Guest mailbox 
Guest mailboxes provide temporary employees and guests with access to internal 
messaging and call routing features. Guest mailboxes do not have an operating DN. 
They are assigned a number that looks and works like a DN . This allows the guest 
mailbox owner to access Norstar Voice Mail in the same way a mailbox owner 
accesses their mailbox from another DN or telephone. Refer to 
Opening a mailbox 
after it has been initialized on page 11. Ask the System Coordinator for a guest 
mailbox. 
						

							 
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  Using Norstar Voice Mail 
Norstar Voice Mail Reference GuideP0886602 Issue 1.0 
Information mailbox 
An Information mailbox is designed to provide an informative message to a caller. 
These mailboxes do not have an operating Norstar DN, and the caller cannot leave 
a message in them. A voice prompt provides a caller with access to Information 
mailboxes. An Information mailbox is reached through the Automated Attendant, 
Custom Call Routing (CCR) or the Operator. For more information, refer to 

Information mailbox greetings on page 23.
Information mailboxes are created by the System Coordinator, and are either 
maintained by the System Coordinator or a mailbox owner.  
Special mailboxes 
Special mailboxes are set up automatically when the Norstar Voice Mail system is 
initialized. 
The Special mailboxes include:
•General Delivery mailbox
•System Coordinator mailbox
 
General Delivery mailbox 
The General Delivery mailbox is used:
•to collect messages from callers who use a rotary dial telephone
•for individuals in your company who do not have personal mailboxes
•for mailbox owners whose mailboxes are full. For more information, refer to the 

Norstar Voice Mail Never Full mailbox feature on page 29.
The receptionist or System Coordinator sends messages left in the General Delivery 
mailbox to the appropriate mailbox owner. For more information about the General 
Delivery mailbox, refer to 
Default mailbox numbers for the General Delivery 
mailbox on page 85.
 
System Coordinator mailbox 
This mailbox is used by your System Coordinator as a personal mailbox. You can 
leave messages for your company’s System Coordinator in this mailbox. 
Ask your System Coordinator for the mailbox number. 
Exiting Norstar Voice Mail 
To exit Norstar Voice Mail:
•replace the receiver
•press an alternate line button
•press  
¨ 
•press   
QUIT 
 when this option appears on the display, to return to the Main menu
•press  
 
¥ 
 to return to the Main menu  
						

							 
P0886602 Issue 1.0Norstar Voice Mail Reference Guide 
Introduction 
This chapter shows you how to set up your mailbox and describes the following 
topics:
•Initializing your mailbox
•Opening your mailbox
•Mailbox Password
•Company Directory
•Assigning a Target Attendant 
Initializing your mailbox 
Initializing your mailbox prepares your mailbox to receive messages. Your mailbox 
cannot receive and store messages until it has been initialized. 
Initializing your mailbox involves:
•choosing a password from four to eight digits long that does not start with zero
•changing the Norstar Voice Mail default password to your new password 
•recording your name in the Company Directory (refer to 
Recording or 
changing your name in the Company Directory on page 13)
To initialize your mailbox, follow the steps in 
Initializing and opening your 
mailbox for the first time on page 10. 
 
Setting up your mailbox 
3 
						

							 
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  Setting up your mailbox 
Norstar Voice Mail Reference GuideP0886602 Issue 1.0  
Initializing and opening your mailbox for the first time 
To initialize and open your mailbox for the first time:
After your mailbox is initialized, record your Personal mailbox greetings. If you do 
not record any Personal greetings, your Company Directory name recording plays 
to callers who reach your mailbox. 
1.Press  
Äá¡Ú 
.  
2.Press  
 
â â â â 
 (the default password) and press
 
   
OK
 
 
  
or 
   
£
 
. 
Note: 
If you are at another Norstar set, press   
OTHR 
 or  
¥ 
 to access the  
Log: 
 display prompt. From 
the  
Log: 
 prompt, enter your mailbox number 
and password as a continuous number. Your 
mailbox number is normally the same as your 
directory number. Your default password is  
 
â â â â 
. 
3.This display appears briefly to indicate that you must 
change your password. 
4.Choose a password from four to eight digits long that 
does not start with zero. Enter your new mailbox 
password and press  
OK
 
 or  
£ 
. 
5.Enter your new mailbox password again and press  
OK
 
 
or  
£ 
. 
6.At the tone, record your name in the Company 
Directory. Press  
OK
 
 to end your name. Press  
RETRY 
 or  
Û 
 to erase and re-record your name.  
Note: 
It is a good idea to include your mailbox 
number in your Company Directory recording. 
For example “ 
Paul Wayne, mailbox 5813 
”. 
7.Press  
OK
 
 or  
£ 
 to accept the recording. Press  
PLAY
 
 or  
Ú 
 to listen to the recording. Press  
RETRY
 
 or  
Û 
 to 
erase and re-record your name. 
8.Press 
 
¨ 
 to end the session.
Pswd:
OTHR    RETRY    
Must change pswd
Pswd:
RETRY             
Again:
RETRY             
Record name:
RETRY           
Accept name?
RETRY    PLAY    
0 new  0 saved
PLAY   REC    ADMIN 
						

							 
Setting up your mailbox   
11 
P0886602 Issue 1.0Norstar Voice Mail Reference Guide 
Opening your mailbox 
Your mailbox can be opened from:
•your own directory number (DN)
•another Norstar Voice Mail DN 
•an outside telephone (as shown in Opening your mailbox remotely) 
Opening a mailbox after it has been initialized 
This section describes how to open: 
•your mailbox from your own telephone
•your mailbox from another Norstar DN
•a Guest mailbox
After a mailbox is initialized, follow these steps to open it:  
Opening your mailbox remotely 
If you are calling your Norstar Voice Mail mailbox from an outside telephone, 
press  
¥ ¥ 
 during your greeting to open your mailbox. At the voice prompt, enter 
your mailbox number, password and press  
 
£ 
. Follow the voice prompts. 
1.Press 
 
Äá¡Ú 
. 
2.Enter your mailbox password and press   
OK
 
 or 
 
£ 
. 
Note: 
If you are at another Norstar DN, or if you are 
using a Guest mailbox, press  
OTHR
 
 or  
¥ 
 to 
access the  
Log: 
 display prompt. From the  
Log: 
 prompt, enter your mailbox number and 
password as a continuous number. Your 
mailbox number is normally the same as your 
DN. 
Pswd:
OTHR    RETRY     
						

							 
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  Setting up your mailbox 
Norstar Voice Mail Reference GuideP0886602 Issue 1.0 
Mailbox Password 
Your password is from four to eight digits long and cannot start with zero. When 
you initialize Norstar Voice Mail, the default mailbox password is four zeros 
(0000). You are prompted to change this password. 
It is recommended that you change your password every 30 days. By changing your 
password regularly, you decrease the chance that someone will discover your 
password and gain access to your system. 
Keep a written copy of your password in a safe place, and avoid giving it to your 
co-workers. Your mailbox password is used to keep your voice messages private 
and confidential. For security reasons, it is a good idea to choose an uncommon 
password (not a predictable password like 1234 or 1111). If someone else knows 
your password, they can access your mailbox and listen to or delete your messages. 
They may also be able to access your Norstar Voice Mail system and use it 
fraudulently or disrupt service. 
Changing your mailbox password 
You can change your mailbox password at any time. Remember to choose a 
password from four to eight digits long that does not start with zero.
To change your password: 
1.Press  
Ä á ¡ Ú 
 to open your mailbox. 
2.Enter your mailbox password and press   
OK
 
 or 
 
£ 
. 
3.Press  
ADMIN
 
 or  
¡ .
 
4.Press  
PSWD 
 or  
Ý 
 . 
5.Enter your new mailbox password and press  
OK
 
 or  
£ 
. 
6.Enter your new mailbox password again and press  
OK
 
 
or  
£ 
. 
7.Press 
 
¨ 
 to end the session.
Pswd:
OTHR    RETRY    
0 new  0 saved
PLAY   REC   
Mailbox admin
GREET     QUIT
Pswd:
RETRY             
Again:
RETRY             
Mailbox admin
GREET     QUIT 
						

							Setting up your mailbox  13
P0886602 Issue 1.0Norstar Voice Mail Reference Guide
Company Directory
The Company Directory is a list of mailbox owners on the Norstar Voice Mail 
system. Before your mailbox can be used to receive messages, you must record your 
name in the Company Directory. It is a good idea to include your mailbox number 
in your Company Directory recording. For example “Paul Wayne, mailbox 5813”.
This establishes your “voice” name in a directory that is used by other Norstar 
Voice Mail users and outside callers who use the Company Directory.
If you do not want your name in the Company Directory, ask your System 
Coordinator. The Company Directory feature can be disabled by the System 
Coordinator. If you are unsure whether or not you have this feature, ask your  
System Coordinator. 
Recording or changing your name in the Company Directory
Names included in the Company Directory can be changed at any time.
To change your name in the Company Directory:
1.Press Ä
 á ¡ Ú to open your mailbox.
2.Enter your mailbox password and press OK
 or £.
3.Press ADMIN
 or ¡ .
4.Press Ú.
Note:This is a voice prompt option. It does not 
appear as a display button option on a two-line 
display telephone.
5.At the tone, record your name. Press OK
 or £ to end 
your recording. The recording of your name is 
automatically placed in the Company Directory. 
6.Press OK
 or £ to accept your recording. Press PLAY 
or Ú to listen to the recording. Press RETRY
 or Û to 
erase and re-record your name in the Company 
Directory.
7.Press ¨ to end the session.   
Pswd:
OTHR   RETRY    
0 new  0 saved
PLAY   REC   
Mailbox admin
GREET  PSWD   QUIT
Record name:
RETRY            
Accept name?
RETRY   PLAY    
Mailbox admin
GREET  PSWD   QUIT 
						

							14  Setting up your mailbox
Norstar Voice Mail Reference GuideP0886602 Issue 1.0
Assigning a Target Attendant
The person that you assign to answer your telephone is your Target Attendant.  
Once you have assigned your Target Attendant, a caller who reaches your mailbox 
can press â to speak with the Target Attendant. If the Target Attendant does not 
answer, the call goes to your mailbox. If your personal mailbox is not available, the 
call goes to the General Delivery mailbox.
Remember to tell callers in your greetings that if they need assistance they can press 
â to speak to Target Attendant. For example, “Please press âto speak to my 
assistant.” The Target Attendant can be any valid DN. The default Target 
Attendant is the person assigned as the Norstar Voice Mail Operator.
To assign your personal Target Attendant: 
1.Press Äá¡Ú to open your mailbox.
2.Enter your mailbox password and press  OK
 or £.
3.Press ADMIN
 or ¡.
4.Press Þ
 .
5.Press CHNG
 or Ú to change the Target Attendant. The     
Atdt ext:oper prompt indicates that the current 
Target Attendant is the Norstar Voice Mail Operator. 
6.Enter the DN number of your new Target Attendant. 
Press OPER
 or â to change the Target Attendant back 
to the Norstar Voice Mail Operator.
7.The Atdt ext:xxx prompt appears, where xxx 
represents the DN you entered. Press QUIT
  to accept 
the number of the Target Attendant. Press CHNG
 or Ú 
to change the Target Attendant.
Press ¨ to end the session.
Pswd:
OTHR    RETRY    
0 new  0 saved
PLAY   REC   
Mailbox admin
GREET   PSWD  QUIT
Atdt ext: oper           QUIT
Ext:
RETRY          OPER
Atdt ext: 
CHNG