Panasonic Courier Manager Installation Manual

							PanaVoice Courier                                                                           Installation Manual 40EXTERNAL MESSAGE NOTIFICATION
Allows the mailbox owner to use External Message Notification (defined previously in the
Mailbox Maintenance External Message Notification TAB).
NOTIFY ON URGENT MESSAGE ONLY
When this box is checked, the Courier will only notify the mailbox owner by way of
External Call Notification (outside dialing including pager number), if a new message is
marked Urgent.
CALL FORWARDING
Allows the mailbox owner to setup forwarding of calls to another telephone extension.
This feature is described in more detail above.  The actual extension to forward to can be
entered in the Add Mailbox section at the user interface or at the telephone level.
CALL BACK
When an internal message is left in your mailbox you can simply dial a digit (or press a
key on API integrated systems) to have the Courier place you on hold and call back the
internal extension of the person who left the message.
OUTSIDE DIALING
Not active at this time.  Future feature.
OFF HOOK VOICE ANNOUNCE
When this feature is activated The Courier will audibly notify a busy extension of an
incoming call.  The user has the option to accept the call, send the caller to their mailbox,
or have the call placed in a holding Queue.
Note:  If you accept the call, you have up to one minute to terminate or put the original call on hold
in order to take the second call. 
						

							PanaVoice Courier                                                                           Installation Manual 41ADD A CLASS OF SERVICE
Note:  A Class of Service CANNOT be deleted once it has been created.  It can only be changed.
To Add a Class of Service, click the New button.  By default, Courier assigns the new
Class of Service entry the next available two-digit number.
Next, enter the name associated with the new Class of Service entry (Maximum length
for name is 20 characters).
You then select what Class of Service Items are to be included.
EDIT A CLASS OF SERVICE
In the Class of Service name field, click the name of the Class of Service you need to
edit.   To change a field, simply highlight the field and enter the new parameters.
Once the necessary changes for a Class of Service entry have been completed, click
Apply.  The System Administrator now has the option to change another Class of Service
entry or to Exit.
Any mailboxes that were added to the System before the editing of the Class of
Service will not automatically be changed. 
						

							PanaVoice Courier                                                                           Installation Manual 42
MAILBOX MAINTENANCE
MAILBOX SETUP
This section describes the procedures and functions of adding, editing or deleting
mailboxes for the particular application.  From this group of screens, you can quickly and
easily set up all mailbox criteria either one at a time, in groups, or in ranges of mailboxes.
From the Courier OutLook Bar, click the Mailboxes tab.  The following screen appears:
The Mailbox Maintenance fields include Tabs that allow you to quickly jump from one
screen to another.  These Tabs include Mailbox Setup, Mailbox Properties, Branching,
External Message Notification and Call Forwarding.  When you select an individual
Mailbox, or a group or range of mailboxes to add or edit in the Mailbox Setup, the Class
of Service you select will determine which of the remaining three Tabs will be activated
and accessible for additional programming.
MAILBOX
In the Mailbox field, enter a specific mailbox, a sequential range of mailboxes, or a group
of mailboxes, to add or delete. Mailboxes may be set up or deleted one at a time, in a
sequential range of mailboxes or a group of mailboxes.  The quickest and easiest way of
setting up mailboxes is by the same Class of Service. 
						

							PanaVoice Courier                                                                           Installation Manual 43 For example:
Mailbox: 100
Sequential Range: 100-125
Group: 110-125, 130, 137, 145
Separate each range by a comma (,).
REPLACE MAILBOX
This field allows you to change individual, group, and ranges of mailboxes that have
previously been defined.  Simply input the mailbox numbers, change parameters and
select Replace Existing Mailboxes.
When Replace Mailboxes is selected, Courier will replace the attributes of an existing
mailbox with new information even though the mailbox number already exists.  If this field
is not selected, the Courier will skip over any existing mailboxes.
MONITORED (NOT MONITORED)
Courier can be set up to allow for the Automated Attendant to call telephone extensions
and determine their state (listen for a busy signal or no answer) prior to transferring the
call.  This is called Monitored.
If the telephone extension does not answer, or is busy, the Automated Attendant will
then provide the outside caller with options or send the caller to the mailbox greeting to
leave a message.
Note:  Make sure there is no conflict between the telephone system call forward timing parameter
and the Times To Ring an Extension field located in System Parameters.  Please Review the “Set
The Call Forward No Answer Timer” in the Getting Started: Software Programming Section. You
may still elect to utilize telephone system call forwarding at the same time you are monitoring
Auto Attendant calls.  For example, all non-Auto Attendant calls directed to your extension will
follow the telephone system call forwarding parameter.
Note:  A non-API integrated system must learn the ringing, busy and hang-up tones provided by
the telephone system. This is done using the AccuCall Wizard under the Programs section of the
Start Menu.   However, this is not necessary on Panasonic switches.
If Monitored is not selected, the Courier will “blind transfer” callers to extensions.  In this
case call forwarding to voice mail function is performed at the telephone system level.
Typically API Integrated Systems will be monitored, and In Band Systems will not be
monitored.
Note:  Call Forwarding cannot be utilized with In-band Integration 
						

							PanaVoice Courier                                                                           Installation Manual 44DISPLAY PHONE
When adding a mailbox or range of mailboxes, and a display phone is associated with
each mailbox, this field should be checked.
This box is used to turn audio on and off for display telephones.  For Display phones with
API, it is not necessary to play audio when you are in your mailbox because there are
flexible function keys associated with each feature.
For telephone switch 43000 series display telephones (except the large screen display),
it is necessary to play audio since these phones do not have flexible function keys
associated with the display screen.
Note:  This function is only available when using API Integration.
RELEASE ON RING
Transfers a caller to a ringing telephone without waiting for an answer.
Once the Courier confirms ring back on a transferred call to an extension through the
Auto Attendant, it will release the call when this box is checked.  If the Courier hears
busy, it will take the call back and play options to the outside caller. In this case the
telephone system should be set to call forward on a no answer to voice mail.
Note: A non-API integrated system must learn the ringing, busy and hang-up tones provided by
the telephone system. This is done using the AccuCall Wizard under the Programs section of the
Start Menu.   However, Panasonic switches do not require this to be done.
ENTER THE MAILBOX TYPE
Left mouse click on the drop down arrow provided to view the selection of valid choices.
Highlight your choice and click the left mouse button.
TYPES OF MAILBOXES
There are six (6) types of mailboxes that can be programmed to fit the customers’
needs.  Every type of extension on your telephone system must have an associated
mailbox number if calls are going to be directed through the Automated Attendant to
the extensions.
Note:  In Applications that instruct the Automated Attendant to transfer directly to a mailbox
that is not associated with an actual extension (live telephone), the mailbox is normally
defined as a Guest mailbox.
Depending upon the application, the following types of mailboxes are available: 
						

							PanaVoice Courier                                                                           Installation Manual 45
STANDARD MAILBOX (S)
A Standard Mailbox must be associated with a real telephone extension on your
telephone system.  Typically, all telephone owners also own a mailbox, and the
extension number and mailbox number match a specific mailbox, a group of
mailboxes, or a sequential range of mailboxes.
In this case, when an outside caller dials an extension number through the
Automated Attendant, and the extension does not answer, the owner’s mailbox will
take a message.
Standard Mailboxes have full messaging capabilities. These messaging capabilities
are described in further detail under the Mailbox Maintenance section of this manual.
ATTENDANT ONLY MAILBOX (A)
An Attendant Only (Automated Attendant) Mailbox is also associated with a real
telephone extension but has no messaging capabilities.
Extensions such as fax machines and modems are good examples of extensions that
do not need any messaging capability, however, will need to have calls transferred to
them from the automated attendant.
In addition, if the system is going to be set up as automated attendant only (no voice
mail functionality), then each telephone extension must be set up with an associated
mailbox number, and programmed as an Attendant Only (Automated
Attendant)Mailbox.
INFORMATION ONLY MAILBOX (I)
An Information Only Mailbox (IOM) is not associated with a real telephone extension
and a caller cannot leave messages for this mailbox.
An IOM can be compared to “transaction boxes,” or “script editing tables” that are
found in many other voice processing systems.
In default, every greeting is pointed to IOM 999 and its corresponding single-digit
directory of options
An IOM can be used for three distinct purposes:
1.  Play a recorded message, dial digits
For this application, the IOM greeting will be played to the caller and the
caller has the ability to enter digits to be transferred to another extension,
another IOM, or the operator.  The digits to dial can be set up in the
Audiotex Parameters section.
2.  Play greeting, blind transfer
For this application, the IOM greeting will be played to the caller then
transferred to a pre-defined extension, which has been already defined in
Audiotex Branching. 
						

							PanaVoice Courier                                                                           Installation Manual 463. Branching
When an application requires single digit dialing from the Automated
Attendant, an IOM is used to provide this function.  In default, all System
Greetings are associated with a default IOM number “999.”  Setting up the
digits for “999” can be accomplished in Audiotex Branching.
You may create other branching IOMs to associate with other System Greetings.
This can be accomplished in System Greeting Maintenance.
EXAMPLES OF IOM FUNCTIONS (F/M/P/C/G)
F - FULL FUNCTIONALITY
Courier listens for one or more digits to be entered by the caller.
Press 0 for our current CD rates, 1 to check on your account
balance, 2 if you would like information on opening a new account,
or 3 for more information.
If the caller presses 0 for current CD rates (0. CD Rates), he hears this
informational message:
Our current CD rate for a 6-month certificate is 6 percent.  The
minimum deposit is $5,000.  There is a penalty for early withdrawal.
To speak with someone regarding a CD, press 230.
M - MENU FUNCTIONALITY
Courier listens for only one (1) digit to be entered by the caller.  Courier
anticipates that the caller will press one of the four options:
Press 0 for our current CD rates, 1 to check on your account
balance, 2 if you would like information on opening a new account,
or 3 for more information.
The function code for this level must be M, Menu Functionality, because
each of the four options is selected by pressing one digit.  In this sample,
the level represented by the default primary Audiotex-level IOM 999, has
Menu (M) Functionality because each of the four options may be selected
by pressing one digit (0, 1, 2, 3 or 6).
P - PRIORITY FUNCTIONALITY
Courier listens for a multi-digit (up to 20 digits) Translation number to be
entered by the caller, in order to forward the call to the proper extension
number.
Press 0 for our current CD rates, 1 to check on your account
balance, 2 if you would like information on opening a new account,
or 3 for more information.
When a caller presses 1 to check on your account balance (1. Account
Balance), he hears:
“Press your account number now.”
Courier accepts the account number and connects the caller to the
extension of the proper Bank Representative, as defined in Translation
Number - Add.  See Translation Number Browse. 
						

							PanaVoice Courier                                                                           Installation Manual 47
C - CHAIN FUNCTIONALITY
Courier plays the entire message recorded in the IOM and either (1) sends
the caller to the extension listed for option 0, or, (2) if nothing is listed for
option 0, says, Thank you and hangs up.  Callers cannot interrupt the
message.
Press 0 for our current CD rates, 1 to check on your account
balance, 2 if you would like information on opening a new account, or
3 for more information.
If a caller presses 2 for information on opening a new account, Courier
plays the message recorded in the IOM:
First Virginia Bank is currently offering free checking and free checks
for all new accounts…
G - GROUP FUNCTIONALITY
An Information Only mailbox that uses Group Functionality allows more than
one mailbox for an extension.
For example, two students share one extension number in a room.  Each
student can have his or her own separate voice mailbox with the use of
Group Functionality.
For more information, see the Group Functionality Mailbox portion of the
Mailbox Maintenance section.
GUEST MAILBOX (G)
A Guest Mailbox not associated with a real extension on the telephone system.  If a
message is left in a Guest Mailbox, Courier can notify the owner of new messages
by out-dialing to a predetermined telephone number.
Guest Mailboxes are often used for applications where guests visit offices frequently,
but have no telephone.  Users can have their outside calls directed to this Guest
Mailbox and then retrieve their messages at their convenience.
PLAY ONLY MAILBOX (P)
A Play Only Mailbox is not associated with a real extension on the telephone
system.  When a caller is directed to this mailbox, they will hear a greeting, followed
by every message that has been left in the mailbox.
Only other internal mailbox owners can leave messages in this mailbox.
The outside caller is limited to hearing the greeting and the messages, nothing more.
QUERY ONLY MAILBOX (Q)
A Query Only Mailbox is not associated with a real extension on the telephone
system.  Like a Play Only Mailbox, callers hear a greeting, followed by every
message that has been left in the mailbox. 
						

							PanaVoice Courier                                                                           Installation Manual 48However, it can also give the caller a list of options, or send the caller to the zero
menu option.
In addition, a caller can transfer to another extension during the playing of
messages.  Only other internal mailbox owners can leave messages in this mailbox.
MESSAGE NOTIFICATION OPTION
Courier utilizes two different ways to notify mailbox owners that messages have been
delivered to their mailbox.  They are:
Call:When a new message is left in the user’s mailbox, Courier will call the
telephone extension.  If the telephone extension is answered, Courier
says, “You have messages.  Would you like to hear them now”?
If the telephone extension does not answer, then Courier will continue
to call the extension until it does.  These parameters are set in:
•  Voice Mail Parameters under:
(1)  No Answer Delivery Interval, and
(2)  Busy Delivery Interval.
Light: When a new message is left in the user’s mailbox, Courier activates the
message waiting light on the telephone.
TIMED FORWARD
The Courier allows a user to automatically forward calls through the Automated
Attendant to another extension during a defined period of time.  When this feature is set
to Yes, the Time Forward Ext., Start Time, and Stop Time fields will then be activated
and information can be input. If this field is set to No, these fields are grayed out.
This feature is perfect for when a user has the same lunch hour every day and would like
the same person to cover their calls.
Note:  Timed Forwarding is programmed at the system level only.  If a user wants to call forward
at different times and to different people, they should use the Auto Attendant call-forwarding
feature that can be changed at the station level.  A user cannot activate the Auto Attendant call-
forwarding feature during the time that the Timed Forwarding Feature is active. 
						

							PanaVoice Courier                                                                           Installation Manual 49CREATING A GROUP MAILBOX
First, set up the Group Mailbox number that is the number of the telephone
extension that should ring when called.  In other words, if three people are sharing
extension 111, the Group Mailbox number will be 111.  It should be added as an
Information Only type mailbox.  Under the “Branching’ tab of the Group Mailbox,
enter the numbers of the member Guest extensions beginning at the number 1 slot.
Set the mailbox functionality to Group.
Next create a Guest type mailbox for each of the member’s in the group.  In the
‘Parent Mailbox’ field of each of these mailboxes, enter the Group Mailbox number.
Record the message for the Group mailbox number that will say something similar
to, “For John Smith, press 1.  For Bob Jones, press 2.  For Linda Rogers, press 3.”
The Group Mailbox is now ready for use.
LEAVING A MESSAGE IN A GROUP MAILBOX
• Call Courier.
• Enter the Group Mailbox number.
• Upon a busy or no answer condition, the greeting will play instructing the
caller ‘For John Smith, press 1, etc.
• Dial the appropriate number of the member you wish to leave a message
for.  That person’s personal greeting plays and a message is left for them.
RETRIEVING MESSAGES
• Call Courier.
• Press * (asterisk) to enter the message center.
• Enter the number of the Group mailbox.
The greeting will play instructing you “For John Smith, press 1, etc.
• Press the appropriate number of the mailbox you wish to check.
• Enter your password.
• Play messages.
CHANGING THE GROUP MAILBOX PASSWORD OR GREETING
• Call Courier.
• Press * (asterisk) to enter the message center.
• Enter the number of the Group mailbox.
The greeting will play instructing you “For John Smith, press 1, etc.
• Press 0 (zero).
• Enter the Group mailbox password, if any.
• Press 1 to hear mailbox information, 2 to record mailbox information.
• Press 3 to change your password or the pound sign to exit.
• Press the pound sign when finished and hang up