Panasonic S-series Voice Processing System Technicians Guide

							Contents 
CHAPTER.1 
Introduction ......................................... 1 
About the voice messaging system ...... .2 
CHAPTER-2 
Planning the application.. .................... 5 
ldentifying the system manager.. ........... 6 
Deciding how to answer calls.. ............... 8 
Tailoring the automated attendant to 
your customer’s site ......................... 12 
Completing the System Setup 
Worksheet ........................................ 16 
System Setup Worksheet ...................... 17 
CHAPTER-3 
Installing the voice messaging 
system ........................................... 
19 
P:eparing to install the voice 
messaging system ............................ 20 
Telephone system requirements .......... 22 
Preparing the telephone system .......... 26 
Installing the telephone system ........... 28 
Testing the single-line ports ................. 31 
Connecting the voice messaging 
system to the telephone system ..... .33 
CHAPTER-4 
Setting up the application.. 
............... 35 
Accessing the technician’s 
conversation .................................... 
36 
Initializing the system 
........................... 38 
Identifying the telephone system.. ...... .40 
Choosing how to handle calls .............. 42 
Creating voice mailboxes ..................... 44 
Identifying the operator’s extension 
and the Operator mailbox ............... 48 
Using the voice messaging system’s 
fax support ...................................... 50 
Setting system options.. 
....................... 52 
Special dialing characters .................... 53 
Setting the voice messaging system 
to perform regular maintenance.. .... 54 
Protecting the voice messaging 
system’s data ................................... 56 
Changing the technician’s password.. . .58 
Learning call progress tones ................ 60 
Checking system information ............... 70 
Testing the voice messaging system ... .72 
Enhancing the voice messaging 
system’s performance ...................... 76 
CHAPTER-5 
Training the system manager ............ 79 
Training the system manager ............... 80 
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CONTENTS 
CHAPTER-6 
Remote Maintenance ........................ 83 
Remote Maintenance overview.. 
.......... 84 
Connecting to the voice messaging 
system by using Direct Connect 
..... .85 
Connecting to the voice messaging 
system with 
a modem 
...................... 86 
Installing the Remote Maintenance 
software on the support 
computer ......................................... 
88 
Disabling the mouse ............................ 
89 
Getting started on the support 
computer ........................................ 
90 
Setting up the support computer’s 
phone book ..................................... 
92 
Conducting a Remote Maintenance 
session ............................................. 
94 
Suspending and resuming a Remote 
Maintenance session.. ...................... 96 
Ending a connection 
............................ 
97 
Backing up and restoring the voice 
messaging system ............................ 
98 
Transferring files 
................................. 
102 
Managing files .................................... 
106 
Restarting the voice messaging 
system remotely ............................. 
108 
Tracking Remote Maintenance 
sessions with the billing log ........... 1 IO 
CHAPTER.7 
Troubleshooting with the console . . . 115 
Console overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116 
System manager’s screen . . . . . . . . . . . . . . . . . . . 120 
Technician’s screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122 
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CHAPTER*8 
Creating system reports.. 
125  ................ 
Creating system reports.. 
................... 
126 
Viewing 
earlier reports 
....................... 
128 
Usage reports 
.................................... 
130 
Call log 
............................................... 
132 
Subscriber report 
............................... 
136 
APPENDIX l A 
Changing system options . . . . . . . . . . . . . . . . 137 
System Options Worksheet . . . . . . . . . . . . . . . . 
138 
Call Progress Options Worksheet . . . . . . 154 
System options by option number . . . . . 160 
APPENDIX. B 
Troubleshooting system options . . . . . 171 
Quick Diagnostic Guide . . . . . . . . . . . . . . . . . . . . . 
172 
APPENDIX l C 
TED Utility 
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179 
Using the TED Utility 
. . . . . . ..*................. 
180 
TED commands 
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 
182 
APPENDIX. D 
Using the voice messaging 
system’s LED patterns for 
troubleshooting 
. . . . . . . . . . . . . . . . . . . . . . . . . . . 
185 
Normal operation 
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 
186 
Startup sequence 
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 
187 
Glossary 
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195 
Index 
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203 
iv PANAVOICE S-SERIES TECHNICIAN’S GUIDE  
						

							Introduction 
About the voice 
messaging system . . . . . . . . . . . . . . . . . . . . . 
2 
INTRODUCTION 1  
						

							: 
li About the voice messaging system 
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Installation is quick and easy 
hx&lling the voice messaging system is 
quick and 
easy. Your customer does much 
of the system setup and customization, so 
you handle fewer details during installation. 
The voice messaging system is simple to 
use, so minimal training is required. People 
introduce themselves to the-system as they 
use it. 
Understanding your customer’s 
telephone system 
You must be familiar with the basics of the 
telephone system that you are connecting 
to the voice messaging system, including 
how to program the available features. For 
information, refer to page 28. 
Using the Technician’s Guide 
This Technician’s Guide provides informa- 
tion essential to planning the system setup 
before you access the technicians conversa- 
tion. The guide is organized in a series of 
easy-to-follow chapters: 
0 
“Planning the application’ 
0 
“Installing the voice messaging system” 
0 
“Setting up the application’ 
. 
l “Training the system manager’ 
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2 PANAVOICE S-SERIES TECHNICIAN’S GUIDE  
						

							ABOUT THE.VOICE MESSAGING SYSTEM 
The System Setup Worksheet contained 
in the next chapter helps you obtain and 
organize all of the information you need 
before you begin the actual setup. The system manager at your customer’s site 
can perform most maintenance to the voice 
messaging system. If a problem occurs, 
however, this guide also includes the 
following troubleshooting information: 
l Remote Maintenance 
l Troubleshooting with the console 
l Creating system reports 
INTRODUCTION 3  
						

							Planning the 
application 
Identifying the system 
manager 
. . . . . . . . . . . . . . . . . . . . . . . . . . 6 
Deciding 
how to answer calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 
8 
Tailoring the automated attendant to your 
customer’s site 
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 
12 
Completing the System Setup Worksheet . . . . . . . 16 
System 
Setup Worksheet 
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 
17 
PLANNING THE APPLICATION 5  
						

							:’ 
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‘. g 
-.,’ Identifying the system manager 
‘1 
The system manager is your liaison with 
the company and makes basic installation 
decisions. Identifying a system manager 
and giving that person the information 
necessary to make these decisions helps 
you complete the installation quickly and 
easily. 
If the system manager has not already been 
selected, you need to recruit a person to 
take on the responsibilities. Initial duties 
Help make decisions about how to set 
up the voice messaging system 
Configure and customize the system 
Provide minimal training to the operator 
and subscribers 
Answer coworkers’ questions as they 
open their mailboxes 
Answer basic questions about the voice 
messaging system 
See also 
Training the system manager . . . . . . . . . . . . . . . . . . . . 79 
6 
PANAVOICE S-SERIES TECHNICIAN’S GUIDE  
						

							IDENTIFYING THE SYSTEM MANAGER 
Ongoing duties 
The System Manager’s Guide 
l Verify that the voice messaging system is 
Being system manager is easy and takes 
running normally 
very little time. Most of the system man- 
. Record holiday greetings; set holiday 
operation ager’s time is spent during the start-up 
process immediately after installation. 
Complete, step-by-step instructions for 
l Add, delete, and reassign mailboxes 
all system manager duties are given in 
l Set up and maintain the menu keys the System Manager’s Guide. 
l Set up and maintain message groups Encourage the system manager to read 
Chapter 1, “System overview” and Chapter 
2, “Planning your system’ in the System 
Manager’s Guide before you begin the 
installation. 
If the system manager reads this material, 
he or she can better help you make installa- 
tion decisions. 
PLANNING THE APPLICATION 7  
						

							Deciding how to answer calls 
Before you connect the voice messaging 
system to the telephone system, you need 
to answer two questions: 
Will the operator answer all calls, with 
the voice messaging system being used 
for voice mail only, or will ‘the system 
help answer calls and transfer them to 
internal extensions? 
If the system will help answer calls (the 
automated attendant feature), will it 
answer all calls or only overflow calls? 
See also 
Tailoring the automated attendant to 
your customer’s site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 
12 
Choosing how to handle calls . . . . . . . . . . . . . . . . . . . . 42 Deciding whether to use call transfer 
Some customers want the operator to .- 
handle all incoming calls, using the voice 
messaging system primarily for its voice 
mail features. For these sites, you turn off 
the voice messaging system’s call transfer 
feature. The voice messaging system then 
acts as a voice mail “post office,” collecting 
and delivering voice mail messages but not 
transferring calls to other extensions. 
Some customers want the voice messaging 
system to help the operator answer incom- 
ing calls and transfer calls to extensions. 
For these customers, you and the system 
manager need to determine how to set up 
the automated attendant. 
If your customer wants the operator to 
handle all incoming calls, read “Using the 
voice messaging system for voice mail 
only.” If your customer chooses to have the 
voice messaging system answer some or all 
calls, read “Using the voice messaging sys- 
tems automated attendant,” later in this 
chapter. 
When you initialize the voice messaging 
system, you indicate the customer’s choices 
about call transfer by selecting an applica- 
tion method. For details, see “Choosing 
how to handle calls.” 
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