Panasonic S-series Voice Processing System Technicians Guide

							DECIDING HOW TO ANSWER CALLS 
Using the voice messaging system for 
voice mail only 
Your customer may want the voice messag- 
ing system set up as an extension of the 
telephone system, with no external lines 
answered by the voice messaging system. 
Internal callers can check messages and 
leave messages by dialing ihe voice mail 
extension. Outside callers can reach voice 
mail during business hours. 
l The operator can transfer the call to 
voice mail manually 
l If the telephone system supports call 
forwarding, callers can be transferred 
to voice mail automatically when an 
extension is busy or not answered. Voice mail can also be available after busi- 
ness hours. If the telephone system has a 
“night ring” feature, you can program it to 
route incoming calIs to the voice messaging 
systems extension. 
Later in the installation process, the system 
conversation asks you to pick an applica- 
tion method. To turn off call transfer, 
choose “Application Method 3: Voice 
Mail On&.” 
Note When call transfer is turned off, your 
customer cannot use the fax detection or 
menu key features. 
PLANNING THE APPLICATION 9  
						

							DECIDING HOW TO ANSWER CALLS 
Using the voice messaging system’s 
automated attendant 
Your customer may want the voice messag- 
ing system to help the operator answer and 
transfer calls and to transfer callers to voice 
mail during nonbusiness hours. This is the 
automated attendant feature. 
What is the automated,attendant? 
As an automated attendant, the voice 
messaging system answers, greets, and 
routes incoming calls. Callers hear an 
opening greeting that gives them 
instructions and options. 
The automated attendant lets an exter- 
nal caller with a touchtone telephone 
reach a person directly by dialing an 
extension number. Callers who do not 
know the correct extension number can 
use the system’s directory assistance 
feature. 
: 
. . 
The voice messaging system listens for 
touchtones while playing the opening. 
greeting. Ifthe caller dials avalid exten- 
sion, the voice messaging system 
transfers the call, ringing that extension. 
A valid extension is one with a corre- 
sponding voice mailbox. .i 
During business hours, callers who 
need personal assistance can dial 0 at 
any time to reach the operator. The 
voice messaging system even handles 
callers who are not using a touchtone 
telephone-for callers who do not 
respond during the opening greeting, 
the voice messaging system then trans- 
fers to the operator automatically. 
Calls can route to voice mail 
If the extension is busy or unanswered, 
the voice messaging system places the 
caller in the extension’s voice mailbox. 
The caller hears a personal greeting 
from the subscriber (“Hi, this is Chris. 
I’m away from my phone right now...“). 
After the personal greeting plays, the 
caller can leave a message. 
10 PANAVOICE S-SERIES TECHNICIAN’S GUIDE  
						

							DECIDING HOW TO ANSWER CALLS 
Automatic fax routing 
If the voice messaging system hears a fax 
tone when it answers, it transfers the call 
to a fax machine connected to a speci- 
fied fax extension. Callers can also dial 
the fax machine extension and then 
manually send a fax. Your customer does 
not need a separate fax telephone num- 
ber or a dedicated external line. .. 
Menu key shortcuts 
The voice messaging system menu key 
feature lets the system manager create 
simple menus that callers can choose 
from during the opening greeting. With 
a single touchtone, callers can transfer 
to a specified extension (“For sales, 
press 1.“) or hear a recorded message 
(“For product information, press 2.“). 
lIenu keys are explained in detail in the 
System Manager’s Guide, Chapter 5, 
“Maintaining your system.” 
The automated attendant does not 
replace an operator, of course, but it 
does streamline the routine. You and the system manager must decide 
how to distribute the incoming call load 
between the automated attendant and the 
operator. The next topic, “Tailoring the 
automated attendant to your customer’s 
site,” helps you make this decision. 
- 
PLANNING THE APPLICATION 1 1  
						

							Tailorina the automated attendant to your 
custom&% site 
In programming the telephone system 
software and connecting the voice messag- 
ing system, you controT three variables that 
determine when the automated attendant 
answers an outside line: 
l Which external lines the voice messag- 
ing system answers 
l How the external lines are~grouped 
l How many external lines the voice 
messaging system wiLl handle at once This flexibility lets you tailor the automated 
attendant operation to best suit your cus- 
tomer’s needs. 
Which external lines the voice 
messaging system will answer 
The voice messaging system can answer 
the organization’s lead telephone num- 
ber (primary attendant), a secondary 
number (secondary attendant), or a line 
that is dedicated to the voice messaging 
system (private attendant). 
12 PANAVOICE S-SERIES TECHNICIAN’S GUIDE  
						

							TAILORING THE AUTOMATED All-ENDANT TO YOUR CUSTOMER’S SITE 
How external lines are grouped 
You can divide the external lines into 
two groups, and connect the voice 
messaging system to just one group. 
This isolates the voice messaging system 
from general calls and makes it available 
only to subscribers, callers who dial it 
directly, and callers transferred by the 
operator. In this case, the voice messag- 
ing system functions as a private atten- 
dant. 
How many external lines the voice 
messaging system handles at once 
As part of programming the telephone 
system, you determine how many exter- 
nal lines connect to the voice messaging 
system. You can allocate one line, several 
lines, or all available external lines. 
PLANNING THE APPLICATION f 3  
						

							TAILORING THE AUTOMATED Al-t-ENDANT TO YOUR CUSTOMER’S SITE *- 
-\. 
,i 
When you consider what external lines to 
Note Iftoo many ports are answering calls, 
connect to the voice messaging 
system, subscribers may experience delays when 
keep these factors in mind: 
checking voice mail. 
se.. 
Average and peak telephone traffic 
If peak traflic ties up all of the voice 
messaging system ports with incoming 
calls, subscribers cannot call in to leave 
and receive messages. I - 
The number of external lines available 
If the number of external lines is limited, 
your customer must decide which has 
priority on incoming calls: the operator, 
the automated attendant, or voice mail 
operations. 
The number of the voice messaging 
system ports available 
A four-port system can handle more 
lines than a two-port system. 
The speed of the telephone system 
in making transfers. 
Telephone systems that allow the voice 
messaging system to release a call on 
transfer can handle higher automated 
attendant traffic than those that must 
wait for a ring or an answer. 
14 PANAVOICE S-SERIES TECHNICIAN’S GUIDE  
						

							TAILORING THE AUTOMATED ATTENDANT TO YOUR CUSTOMER’S SITE 
Deciding how to use the automated attendant 
Automated Role of Role of operator 
Notes 
attendant automated 
option attendant 
No Not applicable 
Handles all calls The system does not use 
automated fax detection or menu 
attendant keys. 
Private 
attendant Available only 
to subscribers 
and others 
who know the 
dedicated 
number for the 
voice messag- 
ing sys tern Handles all calls 
The operator can provide 
personal assistance to all 
external callers; sub- 
scribers can access 
voice mail directly 
This option works best 
when your customer 
does not have periods of 
heavy telephone traffic. 
Secondary 
attendant Used only 
duringpeak 
periods; takes 
overflow calls Handles most calls 
The operator handles 
most callers, and has 
backup support to 
ensure that all calls are 
answered promptly. 
Primary 
attendant Allows most 
callers to route 
themselves to 
the extension 
theywant Handles overflow calls 
The operator can offer 
when all of the voice more personalized 
messaging system ports attention to callers 
are busy; helps callers who need it. 
seeking general informa- 
tion or needing special 
assistance 
PLANNING THE APPLlCATlON 1 5  
						

							Completing the System Setup Worksheet 
There are several additional factors that you 
and your customer must consider in plan- 
ning the system setup. Each of the setup 
tasks is explained in Chapter 4, “Setting up 
the application.” That chapter explains the 
decisions your customer must make about 
the site. As you and the system manager 
decide how to set up the voice messaging 
system, note the decisions on the System 
Setup Worksheet. 
You must complete the System Setup 
Worksheet before accessing the technicians 
conversation for two reasons: When you complete the System Setup 
Worksheet, program the telephone system, 
and then set up the voice messaging system 
through the technician’s telephone conver- 
sation. The technician’s conversation guides 
you through all of the setup tasks with 
simple questions and instructions. The 
System Setup Worksheet reflects the struc- 
ture of the technicians conversation. 2 
* The conversation asks you for codes that 
you must determine ahead of time. 
l The worksheet provides a record of the 
choices you have made, in case you 
need to reinitialize the system. 
See also 
Accessing the technician’s 
conversation . . . . . . . . . . . . . . . . . . ..*.......*.............. 36 
16 PANAVOICE S-SERIES TECHNICIAN’S GUIDE  
						

							System Setup Worksheet 
Press 
4 
5 
6 
- 
For this option 
Initialize the 
sys 
tern 
System options 
Technician’s 
password 
r 
-r 
L 
To do this 
Enter the telephone 
system’s code: 
DBS” 40 5210 
DBS 72 5230 
DBS 96 5250 
DBS 824 5260 
Select application 
method 
Indicate mailbox 
extension numbers 
(for example, 200- 
220,223,230-242) 
Indicate extension for 
operator calls 
Indicate extension for 
Operator mailbox 
Indicate fax extension 
Set fax notification 
Change system 
options 
Change technician’s 
password 
See 
Page 
38 
Your setting 
01 02 03 
44 
:: 
48 
I 
50 
I 
51 
1 OOn LlOff 
PLANNING THE APPLICATION 1 7  
						

							Installing the 
voice messaging 
system 
Preparing 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 
INSTALLING THE VOICE MESSAGING SYSTEM 1 9