Panasonic Courier Manager Installation Manual

							PanaVoice Courier                                                                           Installation Manual 70
TO UPDATE AN OPTION (ZERO THRU NINE):
Select an option 0-9 to update, by left clicking to highlight, then right click to access the
menu as displayed:
ADDITIONAL SUB-LEVELS
Additional sub-levels can be defined from each single-digit entry.  For example, you may
tell your caller to press 3 for Sales.  When your caller presses 3, he may hear additional
branching options such as:
“Press 1 for Small Appliance Sales, 2 for Large Appliance Sales, 3 for Builder Sales…”
Note:  The number of sub-levels you can have is unlimited. 
						

							PanaVoice Courier                                                                           Installation Manual 71
HOW TO DESIGN YOUR AUDIOTEX LIST
Use the following steps to guide you in formulating your System Greeting(s), and
incorporating through the use of Audiotex, information that will guide callers quickly to
their destination:
1. D
ECIDE WHAT YOU WANT ON YOUR AUDIOTEX LIST
2. DEFINE YOUR INFORMATION ONLY MAILBOXES
3. DECIDE IF YOU WANT TO USE AN AUDIOTEX LIST ACCESS NUMBER
4. WRITE AND RECORD YOUR SYSTEM GREETING MESSAGE
DECIDE WHAT YOU WANT ON YOUR AUDIOTEX LIST
When a call is answered by the system, an opening System Greeting is played.  Decide
what options you want to give callers that will ensure a quick response.  The options you
identify will determine what is included in your Audiotex List.  Consider including:
♦  Frequently requested information (CD Rates, account balances, directions to
your location),
♦  Special messages (sales promotions),
♦  Customer information (order or repair status),
♦  Frequently requested departments such as Sales or Customer Service,
♦  Directions to your location, or other helpful information.
DEFINE YOUR INFORMATION ONLY MAILBOXES (IOM)
You must define all Information Only Mailboxes, except the default primary IOM 999, to
use for your messages and for the menu selections you will use on your Audiotex List.
See Mailbox Maintenance for details.
All Information Only Mailbox numbers must be unique, i.e. different from all other
mailboxes on the Courier system.
IMPORTANT NOTES:
The Audiotex list is always set up under the default Information Only Mailbox 999
(99, 999, 9999 or 99,999) at the primary, root level.
Each choice, which results in a menu must be assigned an Information Only Mailbox
and must have another worksheet completed to define the menu choices.  See
Appendix 1 – Audiotex Maintenance Worksheet.
Each choice that results in playing an informational message must be assigned an
Information Only Mailbox.  Write the message text on the bottom of the worksheet
page for use in recording.  See Appendix 1 – Audiotex Maintenance Worksheet.
When a choice results in going to a Guest or Standard Mailbox (instead of another
menu or a message), these mailboxes must be defined in Mailbox Maintenance.
Set up the Audiotex list in the Courier system after all Information Only Mailboxes,
mailboxes requiring recording of messages, have been defined in Mailbox
Maintenance. 
						

							PanaVoice Courier                                                                           Installation Manual 72ASSIGN FUNCTIONALITY (F/M/P/C/G) TO
INFORMATION ONLY MAILBOXES
The function assigned to an IOM determines what happens when a caller makes a
selection at the Audiotex List level, i.e. when the caller is hearing the System Greeting.
You must select a function-type for each Information Only Mailbox defined.
F - Full Functionality
Courier listens for one (1) or more digits to be entered by the caller.
M - Menu Functionality
Courier listens for only one (1) digit to be entered by the caller.
P - Priority Functionality
Courier listens for a multi-digit (up to 20 digits) Translation number to be entered
by the caller.
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, if nothing is listed for option 0, says,
Thank you and hangs up.  Callers cannot interrupt the message.
G - Group Functionality
Group Functionality allows more than one mailbox to be associated with an
extension number.
After making the selection from ‘Set Functionality’, you may view it with ‘View Status’: 
						

							PanaVoice Courier                                                                           Installation Manual 73AUDIOTEX DESIGN AND SET-UP EXAMPLE:
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 following chart shows how a Bank designed its Audiotex list and developed its
opening System Greeting.  The primary, or root level, menu in the Audiotex List has four
major choices.
Primary Menu:
Option  0: Option  1: Option  2: Option  3:801 802 200 100
0-CD Rates 1-Acct. Balance 2-New Accounts 3-Ext.
Hear Message Message Played Mailbox Called Ext. Called
Option 0
If the caller presses 0 for current CD rates (0. CD Rates), he hears:
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 to
someone regarding our CDs, press 230.
OPTION 1
If the caller presses 1 to check on your account balance (1. Account Balances -
802), he receives another menu of choices:
Press 0 for current loan information, 1 for regular accounts, or 2 for savings
accounts.
Secondary Menu:
Option 0: Option  1: Option 2:
803 204 205
0 - Loan 1 - Regular 2 - Savings
Translation Number*Extension Number Extension Number
Option 0 (secondary level)
If the caller presses 0 for current loan information (0. Loan), he will hear this
message:
“Press your loan number now.
The caller will then be connected with the Bank representative responsible for his
account.
*Note:  Courier will anticipate a translation number to be keyed.  You must set up the account
numbers under Translation Number Maintenance.
OPTION 3
If the caller presses 3 for more information (3. Information), extension 100 is called
(the switchboard operator) and the caller is assisted personally.
Press 0 for current loan information, 1 for regular accounts, or 2 for savings
accounts. 
						

							PanaVoice Courier                                                                           Installation Manual 74EXAMPLES OF IOM FUNCTIONS (F/M/P/C/G)
F - FULL FUNCTIONALITY
Courier listens for one or more digits to be pressed by the user.
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.
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… 
						

							PanaVoice Courier                                                                           Installation Manual 75
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.
DECIDE IF YOU WANT TO USE AN AUDIOTEX LIST ACCESS NUMBER
If your Audiotex List is limited to three or four options, you may want to include the
single-digit numbers (0 through 9) in the System Greeting, for immediate access.  For
example:
 “Thank you for calling First Bank.  If you know your party’s extension, you
may enter it now.  Press 1 for account information, 2 for information on
opening a new account, or 3 for other assistance.  Or, remain on the line for
an attendant.”
However, if your Audiotex List is lengthy, you can include in the System Greeting a
single-digit number (Audiotex List Access Number) to hear a listing of single-digit
options.  In our example below, the caller is directed to press 9.
“Thank you for calling First Bank.  If you know your party’s extension, you
may enter it now.  To select from a directory of information, press 9.  Or,
remain on the line for an attendant.”
When the caller presses 9, he hears:
“Press 1 for account information, 2 for information on opening a new
account, 3 for current loan rates, 4 for CD rates, 5 for savings options, 6
for….”
IMPORTANT:  You cannot have as the first digit, the same digits you use for Digit
to access Audiotex List from System Greeting, Digit to access Name Directory,
Translation/Extension Number Prefix type, or Override Digit.
WRITE AND RECORD YOUR SYSTEM GREETING MESSAGE
Use the Audiotex Maintenance Worksheets, Appendix 1, found at the end of this Manual
to document or outline the Audiotex Options you have defined.  This information will be
needed to compose your System Greeting as well as setting up mailboxes in Mailbox
Maintenance. 
						

							PanaVoice Courier                                                                           Installation Manual 76
SYSTEM ADMINISTRATOR OPTIONS FROM THE
TELEPHONE
To access and perform:
Distribution List Maintenance – Option 1,
Information Only Mailbox Maintenance – Option 2,
System Greeting Recording – Option 3,
Pre-System Greeting Recording – Option 4, and
System Prompt Recording – Option 5:
1. Call Courier
2. Press 
*
3.  Press Mailbox 999
4.  Press the Master System Password
5.  Select Option 1, 2, 3, 4, or 5 from Menu
Option 1: Distribution List Maintenance
•  Press Distribution List Number.
•  Hear or Record Distribution List Name
•  Browse and Modify Mailboxes on Distribution List
•  Add, Keep, or Delete Mailboxes
•  Receive Registered Mail receipt status of All or Specific Mailboxes
Option 2: Information 0nly Mailbox Maintenance (IOM)
•  Access, Record, Change Mailbox Functionality
•  Options Update - Change, Delete or Use
•  Change IOM Password
Option 3: System Greeting Recording
•  Maintain System Greetings via two-digit System Greeting Number
Option 4: Pre-System Greeting Recording
•  Hear, Record, Use and Delete Pre-System Greeting Message
Option 5: System Prompt Recording
•  Maintain System Prompts via three-digit System Prompt Number
TO RECORD AND SEND A BROADCAST MESSAGE TO A CLASS OF SERVICE OR
TO 
ALL MAILBOXES:
1. CALL COURIER
2. PRESS *
3. P
RESS YOUR MAILBOX NUMBER (NOT 999)
4. PRESS SYSTEM MASTER PASSWORD
5. PRESS 3 TO SEND A REGULAR MESSAGE
6. PRESS #99
7. E
NTER A TWO-DIGIT CLASS OF SERVICE OR * TO SEND TO ALL
MAILBOXES
8. RECORD, RE-RECORD, SEND, SEND RECEIPTED, APPEND TO, LISTEN,
M
ARK PRIVATE AND/OR URGENT, OR DELETE YOUR MESSAGE 
						

							PanaVoice Courier                                                                           Installation Manual 77
BASIC DISPLAY AND NON-DISPLAY PHONE USE
The PanaVOICE Courier will work with the phone system and allow for visual menus
from the large as well as small screen displays.  
With third party voicemail you normally need to program a call forward ID so the
voicemail will answer with the personal mailbox greeting as opposed to the main greeting
when calls forward to voicemail.
With API integration, the Courier will know what extension number the call forwarded
from, and will play the correct personal greeting without having to program call forward
ID for each extension.
When you call the Courier from your extension to retrieve messages, the system will not
ask you to enter your mailbox number or a personal ID.  The Courier will immediately ask
you for your password (if one is set), and proceed to display or audibly indicate the
options available to you, including playing your messages.
Since the API will be sending the information to set and cancel message lights, your
voice ports will be free to take calls. 
						

							PanaVoice Courier                                                                           Installation Manual 78
FIRST TIME USER SETUP
As a first time user of the PanaVOICE Courier Voice Mail System, you will be asked to
perform your mailbox customization.  Please follow the steps below to customize your
mailbox, keeping in mind that the system will “time out” after 30 seconds of perceived
inactivity.  You may want to read and familiarize yourself with the following instructions
before you begin.
If you make a mistake or hit the wrong menu option, hitting the pound sign will bring you
back to the previous menu.
1.  Dial into the voice mail system by pressing your voice mail key on your telephone or
by entering the extension of the voice mail as set by your System Administrator.
2.  Press * to access the Setup menu.
A recording will inform you “mailbox customization has not been performed.”
3.  Press 1 to set up your Password.
Your Password can be 4 to 9 digits in length, or variable depending on what your
System Administrator has configured as the setting.  After you enter your Password,
you will be presented with the menu choice again.  To re-enter your Password press
1, if you are satisfied press 2, and proceed to Step 4.
4. Press 2 to record your name.
Your name recording will be used to identify your voice mailbox to other users of the
voice mail system. To re-enter your name, press 2.  If you are satisfied, press the #
key and proceed to Step 5.
5. To record your mailbox greetings, Press 5 to “Send incoming calls to my telephone”
menu.
It is from this menu that you will be instructed to record and activate your telephone
greetings.
6. Press 1 to record and activate Greeting 1.
7. Press 3 to record your greeting in what the voice prompt calls the “First Part.”  Press
# when finished.
To provide information of a dynamic or temporary nature, you can record a specific
greeting in the First Part, and a standardized message in the Second Part, or vice versa.
The benefit of this two-part message is that you can leave the lengthy part of the
message untouched, while re-recording the other part whenever you are away from the
office.  Or, you can simply use the First Part or the second part as your entire Greeting.
When this process is completed, you are able to send and receive voice mail messages
from  your password-protected personalized mailbox, which now provides your name
and greetings.
#
2
1
*
3
1
5 
						

							PanaVoice Courier                                                                           Installation Manual 79
COURIER QUICK REFERNCE CARD