Telrad Digital Emagen Unified Messaging System Manual

							76-110-0887/0, Issue 1
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15.3.14 Mailbox administration
The mailbox administration menu -- accessed from the Administra-
tion menu -- announces:
to add a mailbox Dial-2; to delete a mailbox Dial-3; to edit a mailbox 
Dial-4; to reset message waiting indicator Dial-5.
2
for system 
date
emaGEN prompts you to “enter a two digit 
month” -- Enter month. 
emaGEN then prompts you to “enter a two 
digit day” -- Enter day. 
emaGEN then prompts you to “enter a two 
digit year” -- Enter year.
*exit To exit at any point.
Mailbox Administration menu
Menu 
choice
Dial...Instruction 
to...This menu choice will  ... 
2
to 
add a 
mailbox
This selection allows the system administrator to 
call from a remote telephone and open a new 
mailbox. 
After selecting a new box number, 
emaGEN 
will prompt to enter the extension numbers for 
this box, class of service, department and digits 
for first and last name (for directory assistance). 
After entering all the details, 
emaGEN will 
readout the entries and allow you to modify. If all 
parameters are correct, press # to complete the 
operation
3
to 
delete a 
mailbox

Enter the desired mailbox number to be 
deleted.
Press # to verify deletion. 
This will entirely erase the mailbox from the 
system.
4
to edit a 
mailboxThis operation is similar to adding a new mail-
box, with the difference that in this case you 
should enter an existing mailbox number, rather 
than a new one. 
emaGEN reads out the current parameters, 
and allows you to change any of them. 
						

							Section 15:  THE SYSTEM ADMINISTRATOR
15-11
15.4 GENERAL COMPANY VOICE PROMPTS
 
5
to reset 
message 
waiting 
indicator
In case the phone system is shut down, and all 
message waiting indicators go off, this feature 
allows the administrator to order 
emaGEN to 
check all the mailboxes, and light message wait-
ing indicators for all the mailboxes with mes-
sages in them. As soon as you dial 5, the feature 
starts working and adjust all mailboxes.
Description
A.These are the first prompts played in the system except for 
scheduled holidays. 
emaGEN will play these prompts automatically according to 
the clock settings. 
The prompts will be played if the setting for these prompts is 
activated.
B.This prompt identifies the system department that is being 
called.
  111 is the prompt for the first of the nine departments avail-
able in one 
emaGEN system.
C.This portion of the greeting deals with actions that a caller 
can take, such as dialing a number for an extension or for a 
listed department, etc. These actions are determined by the 
operating mode of the system (such as operators extension, 
alternate operator, etc.). This prompt is available to all nine 
departments as numbers 121 through 129.
D.This prompt, if recorded, is designed to instruct a caller to 
take different actions intended specifically for lunch time. 
This prompt will be played when the system enters into the 
lunch mode (either manually or when the automatic mode 
switches to the lunch setting) where different extensions are 
assigned to answer as operator and alternate operator. This 
prompt is available to all nine departments as numbers 131 
through 139. 
						

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E.This prompt, if recorded, is designed to instruct a caller to 
take different actions intended specifically for night time 
(usually after working hours). This prompt will be played 
when the system enters into the night mode (either manually 
or when the automatic mode switches to the night setting) 
when different extensions are assigned to answer as opera-
tor and alternate  operator. This prompt is available to all nine 
departments as numbers 141 through 149.
F.This prompt is designed to be played in case of emergency, 
when the system is switched to the emergency mode. This 
prompt is available to all nine departments as numbers 151 
through 159. 
If there is only one department in the system, the emergency 
greeting can be edited from the for emergency greeting 
menu option of the Administration Menu.
G.161.ENG through 16999.ENG -- Sub Menu Greeting
The purpose of this prompt is to instruct a caller how to reach 
another destination or an operator, when returning from a 
previous destination. This prompt is available to all nine 
departments as numbers 161 through 169.
H.16 Holiday Greetings
This prompt is available to all nine departments as numbers 
121 through 129. These are system greetings. They are 
shared by all departments. If recorded and scheduled, these 
greetings will be played before all other prompts when a call 
comes in on a scheduled holiday.
I.
emaGEN allows each department its own on hold prompts. 
These can be promotional prompts and are recommended 
not to exceed 60 seconds per prompt. 
Please note these prompts are not the system music on 
hold. They are only heard by the caller if they are put on hold 
within 
emaGEN, in the following instances:
 while overhead paging a user
 in Call Queuing
 while a caller is put on hold using 
emaGEN Client
J.These are system prompts. They are shared by all depart-
ments. 8 different paging announcements are available to be 
played on a public-address system. (Refer to site V.M. 
parameter for scheduling and paging zones.) 
						

							Section 15:  THE SYSTEM ADMINISTRATOR
15-13
K.291-299 - Directory Assistance List
emaGEN allows each department to record the list of all the 
mailbox owners and their mailbox number, to be played in 
directory assistance when the caller requests a list of all 
members.
-- Department 1 - 291 -- Department 6 - 296
-- Department 2 - 292 -- Department 7 - 297
-- Department 3 - 293 -- Department 8 - 298
-- Department 4 - 294 -- Department 9 - 299
-- Department 5 - 295
L.291-299  -- ACD-Queue announcements
Some switches will send information to 
emaGEN to play a 
particular file when a call is on hold in an ACD queue. 
These announcements are recorded as files with numbers 
identical to the number the switch sends. 
For example, if the switch sends announcement number 10, 
you will need to record prompt 10. for prompts 1 through 9 
use 01 to 09 (i.e. always use a two digit number). 
						

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THIS PAGE INTENTIONALLY BLANK 
						

							16-1
Section 16 
VOICE PROMPTS
16.1 GENERAL
System greetings are recorded in OKI32 format (Dialogic VOX 
8000hz sampling, mono, 16 bit). 
All greetings are recorded using the system administrator option 
number 2 – record prompts.
The voice prompts for each language are stored in a separate direc-
tory, and the extension of the file name represents the name of each 
language. For example, the file name extension is:
ENG for English; 
FRE for French; 
 SPA for Spanish.
Each department has its own set of prompts, however, the following 
voice prompts system wide:
 the first three prompts -- 100,101 and 102;
 the holi day greetings -- 171 through 185 and 
 the paging  announcements  (281-288). 
The last digit or digits of a prompt number indicate the department. 
Thus, for example:
 prompt 111.ENG is the main greeting for department 1; 
 prompt 1134.ENG is the main greeting for department  34; 
 11567.ENG is the main greeting for department 567. 
						

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16.2  VOICE PROMPT LIST
Voice Prompt No. Description/Wording Example
100.ENG Good morning
101.ENG Good afternoon
102.ENG Good evening
111.ENG through 
11999.ENG Main greeting for each department.
Thank you for calling 
emaGEN
.
121.ENG through 
12999.ENG Day Time Action for Each Department.
With a touchtone phone you may dial your 
partys extension at any time. For directory 
assistance dial 9, or hold for an operator.
131.ENG through 
13999.ENG Lunch Time Action for Each Department.
With a touchtone phone you may dial your 
partys extension at any time. For directory 
assistance dial 9, or hold for an Operator.
141.ENG through 
14999.ENG Night Time Action for Each Department.
Our office is currently closed. However you 
may dial your partys extension at any time to 
leave a message. For directory assistance 
Dial 9.
151.ENG through 
15999.ENG Emergency mode Action for Each Depart-
ment.
We are closed today due to bad w
eather 
conditions. If you wish to leave a message, 
dial your partys extension, or to leave a gen-
eral message, wait for the tone.
171.ENG through 
185.ENG Holiday mode Action (system wide).
We are closed for the holiday. If you wish to 
leave a message dial your partys extension, 
or to leave a general message, wait for the 
tone
191.ENG through 
19999.ENG Hold Announcements.
281.ENG through 
288.ENG 8 Paging Announcements (system wide).
291.ENG through 
29999.ENG Directory Assistance list.
For nnn dial xxx, for 
nnn2 dial xxx2, ...,
where: nnn = name of mailbox owner,   
           xxx  = mailbox number of this  owner. 
						

							17-1
Section 17 
REPORTS
17.1 REPORT TYPES
emaGEN features various statistical reports, enabling the adminis-
trator to keep track of system activity.
The reporting tool is a web based tool, and can be viewed using any 
standard Internet browser. You can use all the standard browser op-
tions to browse, print or save the report to a file.
To access the Reports --> Main Menu screen, shown in Figure 16-
1, below:
 simply point your browser to the IP address of 
emaGEN, 
or
 in the local machine, use localhost as the URL.
Each of the various report types -- described briefly below -- can be 
accessed directly from the list appearing on the Reports Main Menu 
screen.
Figure 17-1    Reports --> Main Menu screen
  
						

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17.2 MAILBOX LIST 
This report includes the following basic information about each mail-
box on the system.
17.3 MAILBOX USAGE
This report provides information about incoming calls to each mail-
box. It may be viewed in three different ways.
17.3.1 Mailbox usage by date 
Select start and end date for the report.
The report shows all calls to each mailbox between the two selected 
dates.
17.3.2 Mailbox usage daily 
Select start and end date for the report.
The report shows all calls to each mailbox between the two selected 
dates, including a daily total.Mailbox:Mailbox number
Ext#:Primary extension for this mailbox
Subscriber Name:Subscriber’s last and first name
Dep:Department of mailbox
COS:Class of service of mailbox
Usage:Total messages left in mailbox since it was 
created
To t _ m :Total messages currently in mailbox
New_m:Number of new messages in mailbox
Sav_m:Number of saved messages in mailbox
Mailbox:Mailbox reported
Call:Sequential number of the incoming call
Date:Date of incoming call
Call Duration:Duration of incoming call
Mailbox Total:At the end of each mailbox report, 
the total number of calls to this mailbox and 
their total duration are displayed. 
						

							Section 17:  REPORTS
17-3
17.3.3 Mailbox usage daily detail
Select start and end date for the report.
The report is similar to the Mailbox usage by date report, in addition 
to which it includes day of week, time, port and user.
17.4 SYSTEM GROUP LIST
This report shows all groups in the system and the mailboxes includ-
ed in each of them.Mailbox:Mailbox reported
Call:Sequential number of the incoming call, reset 
each day
Date:Date of incoming call
WD:Day of the week
Time:Time of day, ???NOT CLEAR -- HOURS 
AND MINUTES -- TBD???
Call Duration:Duration of incoming call
Port:The port in which the call came through
User:Who used the box: 20 - Owner, 
10 - Outside caller
Day Total:At the end of each day, the total number of 
calls to this mailbox on this day and their total 
duration are displayed.
Mailbox Total:At the end of each mailbox report, the total 
number of calls to this mailbox and their total 
duration are displayed.
Group #:Group number reported
Name Recorded:Is name recorded or not
Linked To:Group number of the linked group
Group Name:Name of the group
Members:Numbers of all mailboxes included in this 
group