Panasonic Courier Manager Installation Manual

							PanaVoice Courier                                                                           Installation Manual 60
SYSTEM GREETINGS
A System Greeting is the initial message (Main Greeting) Courier plays when it answers
incoming calls.  You may have different System Greetings for day, night (up to 4 per
day), and separate companies sharing the same phone system.
The Courier comes equipped with 99 greeting locations.  In addition, you can also use
special System Greetings during holidays and set up a specific Schedule or System
Greeting for each port.
Thirty-three (33) greetings have already been recorded, and consist of generic greetings
that may be used for day, night, lunch time, etc. as well as for every North American
holiday.  These greetings can be viewed in the System Greetings Maintenance section
and are labeled accordingly.
In default, every greeting is automatically associated with IOM 999.  Therefore, if no
other IOM is assigned, the Auto Attendant will follow the single-digit dialing plan of IOM
999, and play the appropriate System Greeting that has been assigned according to the
Greeting schedule.
SYSTEM GREETINGS SET-UP
♦  Recording System Greeting messages is accomplished via the System Greeting
Maintenance function through a telephone.
♦  System Greetings are numerically listed within the System Greeting Maintenance
screen.  Before using a System Greeting, it must be recorded via Online System
Greeting Maintenance, so it is specific to your company.
♦  Define System Greeting Schedules.
♦  Define which System Greeting Schedule to play for each port, or each trunk, on the
system.
RECORDING SYSTEM GREETINGS
SYSTEM ADMINISTRATOR OPTION 3 FROM THE TELEPHONE
To access and perform System Greeting recording via a two-digit System Greeting
Number:
1. Call Courier
2. Press *
3.  Press Mailbox 999
4.  Enter Master Password
5.  Select Option 3 for System Greeting Recording
6.  Enter the two-digit System Greeting Number you wish to maintain.
Enter a zero in front of a single digit, or press the pound sign to
exit.  Follow the prompts to record the System Greetings.  Press 2
to record a new greeting. 
						

							PanaVoice Courier                                                                           Installation Manual 61 From the Courier OutLook Bar, under the System Greetings tab, click the Maintenance
Icon.  The following screen appears:
CURRENT DEFAULT SYSTEM GREETING
If a System Greeting Schedule is not defined and scheduled, the ‘Current Default
System Greeting’ will be heard when calling the Courier.
To define a System Greeting as the Default Greeting, left click, then right click on the
Name of the Greeting you want Courier to play.  It will then be displayed at the top of the
System Greeting Maintenance screen, under ‘Current Default System Greeting.’
SYSTEM GREETING NAM E
Click on a System Greeting.  Then enter the description of the System Greeting.
EXTENSION
If a caller does not dial a digit during the System Greeting, the Courier will automatically
drop the caller to the extension number set in this field.  The Courier will dial the
extension and then follow whatever instruction is set for that specific extension’s mailbox.
A System Greeting Drop Extension can be defined for each System Greeting, in the
System Greeting Maintenance section.
The Operator Drop Extension is defined under the Operator Parameters section, and
allows callers to be dropped to this extension if they dial nothing or dial zero during the
System Greeting (if no System Greeting Drop Extension is defined).
Note:  The Courier first looks for an entry in the System Greeting Drop field, and, if no entry is
found, looks at the Operator Drop extension number as the second choice.  If both are designated,
the System Greeting Drop Extension takes priority.  If neither is designated, the Courier will say
“thank you” and disconnect the call. 
						

							PanaVoice Courier                                                                           Installation Manual 62
AUDIOTEX
In default, all System Greetings are associated with Information Only Mailbox number
999.  To utilize another Information Only mailbox and associate it with a particular
System Greeting, enter the IOM mailbox number here.
Note: If a new greeting is recorded and scheduled but an Audiotex Entry field is not assigned it
will automatically use information Only mailbox 999.
DEFINING A NEW ROOT LEVEL IOM
To re-assign any System Greeting to a new IOM (Information Only Mailbox) that has
already been created, go to the System Greeting Maintenance section, select the
System Greeting, and, in the Audiotex entry field, enter the new IOM number.
Once this has been accomplished, the Auto Attendant will follow the single-digit dialing
plan of the new IOM, and play the appropriate message that has been assigned
according to the message schedule.
You also have the ability to assign an operator extension and/or fax extension to be
associated with each System Greeting, in the Drop Extension field.  The operator
extension is where callers are transferred when they press zero (0), or timeout with no
entry.  The fax extension is where calls are transferred when Courier detects the fax tone
of a fax machine.
FAX
Enter the extension number of the FAX machine associated with the System Greeting.
The extension number must first be defined in Mailbox Maintenance, as an Attendant
type mailbox.  When Courier takes a call and detects a FAX tone from the calling
machine, the call is routed to this extension number. 
						

							PanaVoice Courier                                                                           Installation Manual 63
SYSTEM GREETING SCHEDULES
This section is used to design a schedule that tells Courier which System Greeting to
play for a particular day and time.  If you do not use a System Greeting Schedule, you
can manually change System Greetings using the Current Default System Greeting
option.
From the Courier OutLook Bar, under the System Greetings tab, click the Schedule icon.
The following screen appears:
NUMBER
Click New System Greeting Schedule or enter the schedule number you wish to create
or update.  The schedule may be any number between 01 and 99.
DESCRIPTION
This field is used to describe the name of the schedule you are creating or editing.
DATE
This field is used for holiday and special day schedules.  On the day that you define
here, the Courier will play the System Greeting that you have created for this special day.
On every other day, the existing schedule you have set up for this schedule number will
play.
You can have multiple dates for the existing schedule to cover multiple holidays.
Note:  If the ‘Date’ field is blank, Courier will play the current schedule every day.
SCREEN INPUT FIELDS:
DOW
Signifies the day of the week.
TIME
This field defines the time of day you want the System Greeting to be active.  Use
military format 00:00 – 23:59 (e.g., 5:30 p.m. is 1730).  Do not use colons (:) when you
key the time.  You can key leading zeros, but they are not required (e.g., for 8:00 a.m.,
key 800 and press the Enter key.  Courier inserts the leading zero, 0800). 
						

							PanaVoice Courier                                                                           Installation Manual 64MESSAGE
Type or double click in this field to view existing System Greetings that have been
created in System Greeting maintenance.  The System Greeting names on this table
must exist and must be listed in the System Greetings screen.
Note:  Each day of the week has 4 periods of time you can play 4 different System Greetings.
Note:  You must press Enter after each selection.
TO DELETE INFORMATION
Double click on the field you wish to edit.  It changes color.  Use the delete key to blank
out any information you want to delete and press Enter.
TO ADD/CHANGE INFORMATION
To change information, type over the current information and press Enter.  To add
information, move to the correct column, key the information you want to add and press
Enter.
Note: Select Apply to apply any item without leaving this screen.  Select Cancel to leave this
screen without saving any changes. 
						

							PanaVoice Courier                                                                           Installation Manual 65
SYSTEM GREETINGS BY PORT
This section allows you to define which System Greetings play on which ports.
If you leave a port blank,  Courier will play the default System Greeting.
From the Courier OutLook Bar, under the System Greetings tab, click the Greetings by
Port icon.  The following screen appears:
To set up System Greetings by Port,
♦  Left click a System Greeting Schedule from the list of schedules on the left.
♦  When it is highlighted, double left click the number of the port on the right to which
the Schedule is to be applied. 
						

							PanaVoice Courier                                                                           Installation Manual 66
SYSTEM GREETING SCHEDULE BY TRUNK
This section allows you to define which System Greetings play when a specific trunk
rings to the Courier. This feature is only available when using API Integration.
From the Courier OutLook Bar, under the System Greetings tab, click the Schedule by
Trunk icon.  The following screen appears:
IMPORTANT:  The length of the trunk number must match what the PBX is providing.
For example, trunk 001 will not work when the PBX is supplying 01 as the trunk number.
♦  Use either a two or three-digit format to enter the trunk number in the Trunk ID field.
For example, to enter trunk 1, type 01 or 001.
♦  Click in the schedule number field and choose a schedule from the drop down list.
♦  Click Add to create a new record for entering another trunk ID code.
♦  When all entries are completed, click Apply to save your changes.
♦  To delete an entry, click the left column to highlight the entire row and
♦  Click Delete to delete the entry. 
						

							PanaVoice Courier                                                                           Installation Manual 67
AUDIOTEX
Audiotex Maintenance/Branching (One-Digit Dialing) allows the caller to be informed by
the System Greeting of the single digit to press to be transferred to another extension,
mailbox, or return to the System Greeting.
Audiotex Maintenance is the section of the Courier programming where ‘Department
Lists’ or ‘One Touch Dialing’ structures are set up.  Any mailboxes you wish to add to
your Audiotex structure must first be defined in Mailbox Maintenance.
By default, every System Greeting has a default Audiotex mailbox consisting of all nines
(e.g. 99, 999, 9999, 99999), based on the length of extension/mailboxes.  This mailbox is
not seen in Mailbox Maintenance.  It is an internal mailbox utilized by the system and
cannot be changed or deleted.  If the extension number digit length is changed, the
default IOM will change accordingly (becoming 99 for example, if the extension length is
changed to 2 digits).
From the Courier OutLook Bar click Audiotex tab, then the ‘Audiotex Maintenance’ icon.
To add to or edit an extension on the Audiotex list,
♦  Left click on the number you wish to assign or change.
♦  Then right click the number and
♦  Choose ‘Edit Number’.
♦  In the box at the bottom, you may now enter the extension number to associate with
this number or enter an asterisk (*) to return to the System Greeting.
Follow this procedure for assigning all extensions to their single digit counterparts.
After entering all numbers, press the Apply button and then the OK button to exit.  This is
an important step to save your changes.
IMPORTANT:  You cannot use single-digit numbers on IOM’s having ‘Full
Salutation Functionality’, which conflict with:
Name Directory access number (default is 8),
Translation Number prefix, or
Audiotex prefix keys as defined in the Parameter file. 
						

							PanaVoice Courier                                                                           Installation Manual 68 To delete an entry assigned to a number,
♦ Left click
♦  Then right click the number and
♦ Choose Clear Number.
Once an IOM is built, you can then associate any System Greeting to it.  The System
Greeting will be played according to the Greeting Schedule.
You can also provide multiple levels of branching by simply inputting a new IOM number
into any one of the available one digit dialing fields. (You must build the new IOM
through Mailbox Maintenance).  There is no limit to the levels of branching using this
method.
Should you wish to branch from any of the single digit options defined in Audiotex
mailbox 999, and present another series of options to choose from, it is necessary to do
additional programming as follows.
♦  Click on the Mailboxes tab.
♦  Click on the Maintenance icon.
♦  Add the appropriate number of Information Only Mailboxes.
♦  Return to the Audiotex section and enter the Information Only Mailbox number you
just created.
♦ Click Apply.
♦  Right click any option and choose “Change Root”.
♦  Enter the new Information Only Mailbox number.
You are then presented with the 0-9 branching options for this IOM.
In Audiotex, you must define the one-digit dialing pattern used to perform branching.
Branching allows the caller to dial single digits in order to be transferred to another
extension, mailbox, or the System Greeting.
There are 3 areas to program in order to accomplish Audiotex branching:
1.  MAILBOX SETUP
2.  Audiotex Parameters
3.  Audiotex Branching
Courier displays the system default Information Only Mailbox (IOM) 999. Depending
upon mailbox number length, the system default IOM may be 99, 9999,or 99999 under
which Branching is initially defined. 
						

							PanaVoice Courier                                                                           Installation Manual 69 From the Courier OutLook Bar, click the Audiotex Tab.  The following screen appears:
999
The uppermost section of the screen displays the Information Only mailbox you are
currently updating.  IOM 999 is shown as the default primary Audiotex IOM.  IOM
999 does not appear in the list of mailboxes shown in Mailbox Browse in order to
prevent deletion of it.  It is accessible, however, through Audiotex set-up so as to
define it’s functionality.
Subsequent IOM Audiotex entry points can be defined under System Greeting
Maintenance, in order to associate unique single-digit menu options with specific
System Greetings.
OPTIONS 0 THRU 9
Under the default primary Audiotex-level IOM 999, the entries associated with
specific single-digits (options 0 thru 9) are defined.   Callers can be directed while
listening to the opening System Greeting, to press specific single-digits to quickly
access a department, information, or another extension.
A ‘⊄’ sign to the left of a single-digit option indicates that a sub-menu of options has
been defined.
Sub-menus may be developed from each option number.  The number of sub-menu
levels that may be defined is unlimited.
Acceptable entries are either a:
♦ Mailbox or Extension Number,
♦ the letters  IVR,
The word IVR is the entry point for status inquiries associated with specific multi-digit
numbers, such as claim numbers or order numbers.  See IVR Number Maintenance
and IVR Processing Parameters
♦  or an asterisk (*)
An asterisk is used to return the caller to the System Greeting.