Enterprise Edge 2.0 Voice Messaging Reference Guide www.nortelnetworks.
Contents Chapter 1 How to use this guide 7 Introduction 7 Conventions and symbols used in this guide 8 Prerequisites 8 Chapter 2 Using Enterprise Edge Voice Messaging 9 Introduction 9 Enterprise Edge telephones 9 Enterprise Edge one line display telephones 9 Enterprise Edge two line display telephones 10 Alternate extensions 10 Enterprise Edge ATA 2 11 Entering characters on the Enterprise Edge dialpad 11 Enterprise Edge Voice Messaging voice prompts 12 Interrupting a voice prompt 12 Automated Attendant
Contents Chapter 5 Greetings 25 Introduction 25 Types of mailbox greetings 25 Personal mailbox greetings 25 Information mailbox greetings 27 Recording a Primary or Alternate mailbox greeting 27 Choosing a Primary or Alternate mailbox greeting 29 Recording a Personalized mailbox greeting 30 Deleting a Personalized mailbox greeting 31 Recording an Information mailbox greeting 32 Chapter 6 Accessing your messages 33 Introduction 33 Receiving calls 33 Enterprise Edge Voice Messaging Never Full mailbox fea
Contents 5 Chapter 8 Call Forwarding your calls 49 Introduction 49 Call Forwarding your calls to Enterprise Edge Voice Messaging 49 Setting up Call Forward remotely 49 Call Forward with Caller ID (CLID) 50 Chapter 9 Transferring calls 53 Introduction 53 Transferring calls to an Enterprise Edge Voice Messaging mailbox 53 Transferring a mailbox owner’s call to Enterprise Edge Voice Messaging 54 Transferring calls from your mailbox to the Operator 54 Transferring calls from your mailbox to the Automated At
Contents Chapter 11 Recording a call 79 Introduction 79 Using Call Record 79 Chapter 12 Enterprise Edge Voice Messaging Tips 81 Introduction 81 Enterprise Edge Voice Messaging Tips 81 Chapter 13 Troubleshooting 83 Introduction 83 Appendix A: Default values and tone commands 87 Default mailbox numbers for the General Delivery mailbox 87 DTMF tone commands for setting up Off-premise Message Notification 87 Glossary 89 Index 95 Enterprise Edge 2.
1 How to use this guide Introduction Use the Enterprise Edge 2.0 Voice Messaging Reference Guide with the Enterprise Edge 2.0 Voice Messaging Quick Reference Guide. The Enterprise Edge 2.0 Voice Messaging Reference Guide gives you detailed information about using the Enterprise Edge Voice Messaging system. This chapter describes: • How this guide is organized • Conventions and symbols used in this guide • Prerequisites How this guide is organized The Enterprise Edge 2.
How to use this guide Chapter Description 11. Recording a call Describes the Call Record feature. 12. Enterprise Edge Voice Messaging Tips Provides suggestions for the optimal use of Enterprise Edge Voice Messaging. 13. Troubleshooting Provides helpful procedures for problems that can occur while operating Enterprise Edge Voice Messaging. Appendix A: Default values and tone commands Provides a list of default values and tone commands. Glossary Defines terms used in this guide.
Using Enterprise Edge Voice Messaging 2 Introduction Enterprise Edge Voice Messaging works with the Enterprise Edge system to provide an automated receptionist service. Enterprise Edge Voice Messaging answers incoming calls, routes them to extensions and mailboxes in the system, and provides message taking capability.
Using Enterprise Edge Voice Messaging Enterprise Edge two line display telephones Enterprise Edge two line display telephones show you Enterprise Edge Voice Messaging commands and options. All system administration tasks, such as setting up a Group List, require a two line display telephone. Enterprise Edge two line displays can show up to three display button options at once. In cases where there are more options, wait for the voice prompt to state the other available options.
Using Enterprise Edge Voice Messaging 11 Enterprise Edge ATA 2 You cannot use a telephone attached to an Enterprise Edge ATA 2 for Enterprise Edge Voice Messaging System Administration tasks. There is no Message Waiting Notification if you are using a telephone connected to an Enterprise Edge ATA 2. To access Enterprise Edge Voice Messaging features such as Leave Message or Open Mailbox, call the Enterprise Edge Voice Messaging extension and follow the voice prompts.
Using Enterprise Edge Voice Messaging For instance, the following display shows the Name: command line prompt: Name: RETRY BKSP OK When you begin to enter the last name, the Name: command line prompt disappears. For example, if you enter the name Partridge, you press the dialpad button ‡ for P, and the display drops the Name: prompt. P RETRY BKSP OK The command line prompt is still not shown on the display after you enter the entire name, although the name is only nine characters.
Using Enterprise Edge Voice Messaging 13 Automated Attendant The Automated Attendant acts as a receptionist for incoming calls. When enabled, the Automated Attendant answers your company’s incoming telephone lines depending on the time of day. If callers know which option they want, they can interrupt the Automated Attendant by entering their selection on the dialpad of any tone-dial telephone.
Using Enterprise Edge Voice Messaging Guest mailbox Guest mailboxes provide temporary employees and guests with access to internal messaging and call routing features. Guest mailboxes do not have an operating extension. They are assigned a number that looks and works like an extension. This lets the guest mailbox owner access Enterprise Edge Voice Messaging the same way a mailbox owner accesses their mailbox from another extension or telephone.
Setting up your mailbox 3 Introduction This chapter shows you how to set up your mailbox and describes the following topics: • Initializing your mailbox • Opening your mailbox • Mailbox Password • Company Directory • Assigning a Target Attendant Initializing your mailbox Initializing your mailbox prepares your mailbox to receive messages. Your mailbox cannot receive and store messages until it is initialized.
Setting up your mailbox Initializing and opening your mailbox for the first time To initialize and open your mailbox for the first time: 1. Press ƒ·°⁄. Pswd: OTHR RETRY OK 2. Press ‚‚‚‚ (the default password) and press OK or £. Note: If you are at another Enterprise Edge set, press OTHR or • to access the Log: display prompt. From the Log: prompt, enter your mailbox number and password as a continuous number. Your mailbox number is normally the same as your extension. Your default password is ‚‚‚‚.
Setting up your mailbox 17 Opening your mailbox You can open your mailbox from: • your own extension • another Enterprise Edge Voice Messaging extension • an outside telephone (as shown in Opening your mailbox remotely) Opening a mailbox after it is initialized This section describes how to open: • your mailbox from your own telephone • your mailbox from another Enterprise Edge extension • a Guest mailbox After a mailbox is initialized, follow these steps to open it: 1. Press ƒ·°⁄.
Setting up your mailbox Mailbox Password Your password is from four to eight digits long and cannot start with zero. When you initialize Enterprise Edge Voice Messaging, the default mailbox password is four zeros (0000). You are prompted to change this password. It is recommended that you change your password every 30 days. By changing your password regularly, you decrease the chance that someone can discover your password and gain access to your system.
Setting up your mailbox 19 Company Directory The Company Directory is a list of mailbox owners on the Enterprise Edge Voice Messaging system. Before you can use your mailbox to receive messages, you must record your name in the Company Directory. It is a good idea to include your mailbox number in your Company Directory recording. For example “Paul Wayne, mailbox 5813”.
Setting up your mailbox Assigning a Target Attendant The person that you assign to answer your telephone is your Target Attendant. After you assign your Target Attendant, a caller who reaches your mailbox can press ‚ to speak with the Target Attendant. If the Target Attendant does not answer, the call goes to your mailbox. If your personal mailbox is not available, the call goes to the General Delivery mailbox.
Feature codes and mailbox options 4 Introduction This chapter describes the Enterprise Edge Voice Messaging feature codes and mailbox options including: • Feature codes • Programming a memory button with a feature code • Mailbox options Feature codes The table Description of feature codes explains the purpose of each Enterprise Edge Voice Messaging feature code. You can program the feature codes onto memory buttons.
Feature codes and mailbox options Note: If a caller who is leaving a message in a mailbox is interrupted, the part of the message that is recorded before the interruption remains in the mailbox. Delete this message. If Off-premise Message Notification is turned on, the interrupted message causes Enterprise Edge Voice Messaging to call the Off-premise Message Notification number immediately. For information on Off-premise Message Notification, refer to About Off-premise Message Notification on page 63.
Feature codes and mailbox options 23 Mailbox options To access the main mailbox menu, refer to the table Main Mailbox menu and options on page 23. The main mailbox menu options are described in the table Main Mailbox options on page 23. To access the mailbox administration menu, refer to Mailbox Administration menu on page 23. The mailbox administration options are described in Mailbox Administration options on page 24. Main Mailbox menu and options To access the main mailbox menu: 1.
Feature codes and mailbox options Table 2 Mailbox Administration options Display button Dialpad button Description -- ⁄ ¤ › fi Recording or changing your name in the Company Directory. 19 fl ° • GREET PSWD -- --QUIT page Choosing a Primary or Alternate mailbox greeting. 29 Changing your mailbox password. 18 Assigning a Target Attendant. The Target Attendant answers the call if a caller presses ‚ during the call. The Target Attendant overrides the Designated Operator.
5 Greetings Introduction This chapter describes mailbox greetings and how to record them.
Greetings Primary mailbox greeting Record your Primary mailbox greeting for everyday use. In this greeting include your name and a brief message explaining to callers that you are unable to answer their calls. For example: “Hi. This is Paul Wayne. I’m not able to take your call right now. Please leave me a message at the tone and I will return your call as soon as possible.” If you are a new mailbox owner, record your Primary mailbox greeting immediately.
Greetings 27 Information mailbox greetings Information mailboxes greetings provide messages and announcements to callers. A caller is automatically disconnected after listening to an Information mailbox greeting. Information mailboxes can be used to: • announce sales • provide product lists • announce special events For example: “Paddy’s Dance Studio proudly presents an extravaganza of dance. The entertainment begins at 8:00 p.m. on the fourth of July. Toddlers tap is in the White Room.
Greetings To record your Primary or Alternate mailbox greeting: 1. Press ƒ·°⁄ to open your mailbox. Pswd: OTHR 2. Enter your mailbox password and press OK or £. RETRY OK Note: If you record a mailbox greeting from a telephone that has not been assigned to your Personal mailbox, press OTHR. The display shows the Log: prompt. When this prompt appears, enter your mailbox number and password. If you are using a one line display telephone, press • at the Pswd: prompt to show the Log: prompt.
Greetings 29 Choosing a Primary or Alternate mailbox greeting Primary mailbox greeting You record a Primary mailbox greeting after initializing your mailbox. If you record a Primary and an Alternate mailbox greeting, you need to choose which greeting plays. If you do not choose a greeting, the Primary mailbox greeting plays automatically. Alternate mailbox greeting If you choose the Alternate mailbox greeting, you are asked whether the mailbox accepts messages.
Greetings Accept msgs:Y CHNG OK Mailbox admin GREET PSWD QUIT 7. If you choose the Alternate mailbox greeting, you are asked whether the mailbox accepts messages. Press CHNG to toggle from yes to no. If you choose Y (yes) then the mailbox can receive messages. If you choose N (no) messages cannot be left in the mailbox. Press OK. 8. Press ® to end the session. Note: If you choose a greeting that is not yet recorded, you are transferred back to the greeting options menu to record the greeting.
Greetings 31 7. Enter a Personalized greeting number of 1, 2, or 3. Greeting: RETRY OK Ph: CHNG OK Ph: RETRY OK 9. Enter the phone number (maximum 10 digits) to which you are assigning the Personalized mailbox greeting. Press OK or £ to accept the phone number. Record greeting: RETRY OK 10. At the tone, record the greeting. Press OK or £ to end the recording. Accept greeting? RETRY PLAY OK 11. Press OK or £ to accept the recording. Press PLAY or ⁄ to listen to the recording.
Greetings Ph: XXXXXXX CHNG DEL 8. Press DEL or ¤ to delete the greeting. OK 9. Press ® to end the session. Recording an Information mailbox greeting Before you record an Information mailbox greeting, you must determine what the greeting includes. As you prepare your greeting, be sure to include important times and dates. Write the greeting down and practice reading it aloud. When you are confident the greeting includes everything you want it to, record the greeting.
Accessing your messages 6 Introduction This chapter describes accessing your messages and explains the following related topics: • Receiving calls • Enterprise Edge Voice Messaging Never Full mailbox feature • Listening to your mailbox messages • Call Screening Receiving calls Enterprise Edge Voice Messaging can be used by any outside caller and by other mailbox owners in your company. When you are away from the office, you can use Enterprise Edge Voice Messaging with any touch tone phone.
Accessing your messages Listening to your mailbox messages To listen to your messages: 1. Press ƒ·°⁄ to open your mailbox. Pswd: OTHR 2. Enter your mailbox password and press OK or £. RETRY OK 2 new 0 saved PLAY REC ADMIN 3. Press PLAY to listen to your messages. For options, refer to the table Listening to your mailbox messages. 4. Press ® to end the session. A number of options are available to you during and after listening to a message.
Accessing your messages 35 Listening to your mailbox messages Option Button Next fl or ££ Pause/ Continue ¤ Previous › or STOP/PLAY Available while listening to a message X • Replay ⁄⁄ or < << < << Replay ⁄ Reply · or REPLY Save Message Volume Control X X Stops playing the current message and plays the previous message. This option is not shown on the display. X Stops playing the message and plays the Mailbox main menu options. Replays the message from the beginning of the message.
Accessing your messages Notes: 1. Because your mailbox has limited message storage space, delete any messages you no longer need. After a certain time period, your saved messages are erased automatically. Ask your System Administrator about this. 2. You can retrieve a deleted message only if you have not quit the session in which you deleted it. Locate the deleted message. Then play (press ⁄⁄) and save (press ‡‡ or SAVE) the message.
Accessing your messages 37 Call Screening Call Screening lets you determine who is calling before you accept the call. It applies only to external calls transferred from the Automated Attendant or from Custom Call Routing (CCR). See your System Administrator for information on CCR.
Accessing your messages Enterprise Edge 2.
7 Sending messages Introduction This chapter describes sending messages and explains: • Types of messages • About recording and sending a message • Using the Company Directory • Message delivery options • Recording and sending a message using the Open Mailbox feature • Recording and sending a message using the Leave Message feature • Replying to messages • Sending a message to more than one recipient Types of messages There are two types of messages: Broadcast messages and Personal messages
Sending messages About recording and sending a message Messages can be recorded and sent using: • the Open Mailbox feature (ƒ·°⁄) • the Leave Message feature (ƒ·°‚) When you use the Open Mailbox feature, you open your personal mailbox and enter your password. Then you record your message and enter the extension of the message recipient. The Leave Message feature prompts you to enter the extension of the message recipient immediately. Then you record your message.
Sending messages 41 To access the Company Directory using the Leave Message feature: Mbox: DIR 1. Press DIR or £ to use the Company Directory. QUIT Last name: OK 2. Use the dialpad buttons associated with the first three or four letters of the mailbox owner’s name to locate and select the person’s mailbox. (Enter the last name, first name or both names depending on how your system is set up. This display shows an example of a prompt for a mailbox owner’s last name.) You do not need to enter a comma.
Sending messages Message delivery options Enterprise Edge Voice Messaging gives you five message delivery options: • Normal • Certified • Urgent • Private • Timed Delivery Option Display button Dialpad button Description Send SEND £ or ® Sends a message with Normal delivery option. Certified CERT ⁄ Sends you notification that your message has been received and played. Urgent URGENT ¤ Plays messages marked Urgent before other messages the mailbox.
Sending messages 43 Assigning message delivery options using the Open Mailbox feature To assign message delivery options using the Open Mailbox feature: Delivery options CERT URGENT OTHR 1. Press CERT or ⁄ to assign the Certified delivery option. Press URGENT or ¤ to assign the Urgent delivery option. Press OTHR to assign the Private or Timed delivery options. If PRIV appears instead of OTHR, the Timed delivery option is not available.
Sending messages Assigning message delivery options using the Leave Message feature To assign message delivery options using the Leave Message feature: 1. Press ƒ·°‚. Mbox: DIR QUIT 2. Enter the mailbox number or Group List number of the person or Group you want to leave a message for. If you do not know the mailbox number, press DIR or £ to use the Company Directory. Record message: RETRY PAUSE OK 3. At the sound of the tone, record your message. Press PAUSE or ¤ to pause during your recording.
Sending messages 45 Mbox: DIR QUIT Wayne, Paul OPTS CC SEND 6. Enter the mailbox number or Group List number of the person or Group you want to leave a message for. If you do not know the mailbox number, press DIR or £ to use the Company Directory. 7. Press SEND or £ to send the message now with the Normal delivery option. Press OPTS or ‹ for delivery options. Press CC or › to send this message to more than one mailbox owner, with one set of delivery options applied to all recipients.
Sending messages Replying to messages You can reply to internal message senders and to external message senders. To reply to a message from an external message sender, your company must subscribe to Caller ID (CLID). Replying to an internal message sender You can reply to a message from an internal message sender by: • Using the CALL option. If you select CALL, you are immediately transferred to the internal message sender’s extension.
Sending messages 47 Replying to an external message sender You can reply to a message from an external message sender if your company subscribes to CLID. Before using the Reply option you must play the message. To reply to an external message sender: 1. Press ƒ·°⁄ to open your mailbox. Pswd: OTHR 2. Enter your mailbox password and press OK or £. RETRY OK 1 new 0 saved PLAY REC ADMIN 3. Press PLAY or ¤. End of message REPLY ERASE NEXT 4. Press REPLY or ·. 5.
Sending messages Forwarding a copy of a message to one or more recipients From the Main Mailbox menu you can forward a copy of a message during or after playing the message. When you forward a copy of a message to a mailbox, you can record an introduction to the message. Your introduction must be at least three seconds long. When you record an introduction and enter the mailbox number, your introduction and a copy of the message are automatically sent to the mailbox you selected.
Call Forwarding your calls 8 Introduction This chapter shows the following ways that you can forward your calls: • Call Forwarding your calls to Enterprise Edge Voice Messaging • Setting up Call Forward remotely • Call Forward with Caller ID (CLID) Call Forwarding your calls to Enterprise Edge Voice Messaging To forward incoming calls to your mailbox, press ƒ·°›.
Call Forwarding your calls 7. Press ⁄ to turn Call Forward on or off. Note: If Call Forward is on, the voice prompt says: “Calls will be answered immediately.” All calls to your telephone are now answered by Enterprise Edge Voice Messaging. If Call Forward is off, the voice prompt says: “Calls will ring at your set.” 8. Press ⁄ to turn Call Display on or off. Note: If Call Display is on, the voice prompt says: “Caller information will be displayed at your set.
Call Forwarding your calls 51 Display caller:Y CHNG NEXT 7. Press CHNG or ⁄ to turn Call Display on or off. Mailbox admin GREET PSWD QUIT 8. Press ® to end the session. Call Forward on Busy overrides CLID If your Enterprise Edge telephone is assigned Call Forward on Busy, CLID information does not appear on the display. Call Forward on Busy is a feature that forwards your calls to another designated telephone or extension if your telephone is busy.
Call Forwarding your calls Enterprise Edge 2.
9 Transferring calls Introduction This chapter describes transferring calls and explains: • Transferring calls to an Enterprise Edge Voice Messaging mailbox • Transferring calls from your mailbox to the Operator • Transferring calls from your mailbox to the Automated Attendant • Transferring a call to Custom Call Routing (CCR) • Outbound Transfer • Adding special characters to the destination number • Setting up Outbound Transfer to a phone number • Setting up Outbound Transfer to an extensi
Transferring calls To transfer a call to a mailbox from your Enterprise Edge telephone: 1. Press ƒ·°fl. Do not press ˙ because the call is put on hold automatically. 2. Enter the mailbox number or use the Company Directory by pressing DIR. Note: Press OK or £ to accept a name when using the Company Directory. Do not use the Internal Autodial feature. 3. Wait until the display shows Call transferred before you attempt any other Enterprise Edge Voice Messaging functions.
Transferring calls 55 Transferring calls from your mailbox to the Automated Attendant To transfer to the Automated Attendant from your mailbox, press £ at the Main Mailbox menu. For more information, refer to Automated Attendant on page 13 and Main Mailbox menu and options on page 23.
Transferring calls Outbound Transfer You can set up Outbound Transfer to transfer a caller who reaches your mailbox to a number that you assign. A caller can use Outbound Transfer from any touch tone telephone, and you can direct your Outbound Transfer calls to any telephone. You can personally inform callers of this feature, or you can inform callers of this feature in your personal greeting.
Transferring calls 57 To add special characters on an Enterprise Edge one line display telephone, refer to the table Adding special characters using an Enterprise Edge one line display telephone. Adding special characters using an Enterprise Edge one line display telephone Press Description ¤ to retry or add digits to the destination phone number. ‹ to enter a timed pause that appears as P on the display. Pauses are four seconds long. › to recognize dial tone (behind PBX).
Transferring calls Optimizing Outbound Transfer When Enterprise Edge Voice Messaging transfers a call to an external telephone number using Outbound Transfer, two lines are used. An incoming line connects a caller to a mailbox and an outgoing line transfers a caller to an Outbound Transfer telephone number. Both lines remain in use while the caller connects to the Outbound Transfer telephone number.
Transferring calls 59 Setting up Outbound Transfer to a phone number To set up Outbound Transfer to a phone number for the first time: 1. Press ƒ·°⁄ to open your mailbox. Pswd: OTHR 2. Enter your mailbox password and press OK or £. RETRY OK 0 new 0 saved PLAY REC ADMIN 3. Press ADMIN or °. Mailbox admin GREET PSWD QUIT 4. Press ° to open the Outbound Transfer (xfr) menu. Outbound xfr ADMIN SELECT 5. Press ADMIN or ⁄ to set up Outbound Transfer. Ph: RETRY OK 6.
Transferring calls Outbound xfr ADMIN SELECT 5. Press ADMIN or ⁄ to set up Outbound Transfer. Ext: RETRY 6. Enter the destination extension and press OK or £. OK Accept: RETRY OK 7. Press OK or £ to accept the number. The represents the extension. 8. Press CHNG or ⁄ to turn Outbound Transfer on. Transfer: off CHNG QUIT Transfer: on CHNG QUIT 9. Press QUIT or •. 10. Press ® to end this session.
Transferring calls 61 Turning Outbound Transfer on and off You can turn Outbound Transfer on or off at any time after you set it up. Turning Outbound Transfer off does not affect any of its assigned parameters. To turn Outbound Transfer on or off: 1. Press ƒ·°⁄ to open your mailbox. Pswd: OTHR 2. Enter your mailbox password and press OK or £. RETRY OK 0 new 0 saved PLAY REC ADMIN 3. Press ADMIN or °. Mailbox admin GREET PSWD QUIT 4. Press ° to open the Outbound Transfer (xfr) Menu.
Transferring calls Enterprise Edge 2.
Off-premise Message Notification 10 Introduction This chapter describes how to set up and change Off-premise Message Notification and includes the following topics: • About Off-premise Message Notification • Setting up Off-premise Message Notification to a phone number • Setting up Off-premise Message Notification to an extension • Setting up Off-premise Message Notification to a pager number • Changing Off-premise Message Notification parameters • Setting up Off-premise Message Notification to
Off-premise Message Notification Off-premise Message Notification parameters You can set up the parameters for Off-premise Message Notification from any touch tone phone. The parameters include: • destination type (telephone, extension or pager) • destination number (telephone, extension or pager) • time range for receiving calls at phone numbers or extensions (Pagers are notified any time there is a qualifying message.
Off-premise Message Notification 65 8. Press OK or £ to accept the destination phone number. The represents the phone number. Press ADD or ¤ to add special characters. For information, refer to Adding special characters to the destination number on page 56. After you add special characters, press OK or £ to accept the destination number. ADD OK Start hhmm: RETRY OK 9. Enter the start time for Off-premise Message Notification. This is a four-digit field.
Off-premise Message Notification Setting up Off-premise Message Notification to an extension To set up Off-premise Message Notification to an extension for the first time: 1. Press ƒ·°⁄ to open your mailbox. Pswd: OTHR 2. Enter your mailbox password and press OK or £. RETRY OK 0 new 0 saved PLAY REC ADMIN 3. Press ADMIN or °. Mailbox admin GREET PSWD QUIT 4. Press fl to open the Off-premise Message Notification menu. Msg notify ADMIN 5.
Off-premise Message Notification 67 Start: CHNG NEXT 15. Press NEXT or £ to accept the start time that you entered. Press CHNG or ⁄ to change the start time. Steps 16 and 17 let you review the start and stop times. Stop: CHNG NEXT 16. Press NEXT or £ to accept the stop time that you entered. Press CHNG or ⁄ to change the stop time. Msg type: new CHNG 17. You can choose to be notified of all new messages or urgent messages only.
Off-premise Message Notification Setting up Off-premise Message Notification to a pager number When you set up Off-premise Message Notification, you can add special characters to the destination pager number.
Off-premise Message Notification 69 Pager: RETRY OK ADD OK Show: CHNG NEXT 7. Enter the destination pager number and press OK or £. 8. Press OK or £ to accept the destination pager number. The represents the pager number. Press ADD or ¤ to add special characters. If the paging service requires additional answer or setup time, add pause characters to the beginning of the pager message. For information, refer to Adding special characters to the destination number on page 56.
Off-premise Message Notification Changing Off-premise Message Notification To change the parameters of Off-premise Message Notification refer to: • Changing Off-premise Message Notification parameters • Changing the destination type from a pager to a telephone or extension on page 72 • Changing the destination type from phone or extension to a pager on page 73 Changing Off-premise Message Notification parameters To change the Off-premise Message Notification parameters from your Enterprise Edge te
Off-premise Message Notification 71 9. Press OK or £ to accept the destination number (represented by ). Press ADD or ¤ to add special characters if the destination number is a phone or pager. For information, refer to Adding special characters to the destination number on page 56. After you add special characters, press OK or £ to accept the destination number. Note: If you chose a phone or extension destination, go to step 11. Notify: CHNG NEXT 10.
Off-premise Message Notification Changing the destination type from a pager to a telephone or extension To change the Off-premise Message Notification destination from a pager to a phone or extension (assuming that you have not entered a time range): 1. Press ƒ·°⁄ to open your mailbox. Pswd: OTHR 2. Enter your mailbox password and press OK or £. RETRY OK 0 new 0 saved PLAY REC ADMIN 3. Press ADMIN or °. Mailbox admin GREET PSWD QUIT 4. Press fl to open the Off-premise Message Notification menu.
Off-premise Message Notification 73 Changing the destination type from phone or extension to a pager To change the Off-premise Message Notification destination from a phone or extension to a pager: 1. Press ƒ·°⁄ to open your mailbox. Pswd: OTHR 2. Enter your mailbox password and press OK or £. RETRY OK 0 new 0 saved PLAY REC ADMIN 3. Press ADMIN or °. Mailbox admin GREET PSWD QUIT 4. Press fl to open the Off-premise Message Notification menu. Msg notify ADMIN SELECT 5.
Off-premise Message Notification Setting up Off-premise Message Notification to more than one destination You can receive notification of a message at a maximum of five different destination numbers assigned by you. The following steps show you how to enter a phone number destination and then add a pager destination for the first time. To set up Off-premise Message Notification to more than one destination number: 1. Press ƒ·°⁄ to open your mailbox. Pswd: OTHR 2.
Off-premise Message Notification 75 Stop hhmm: RETRY OK RETRY AM PM RETRY OK 12. Enter the time when Off-premise Message Notification is to stop. This is a four digit field. Any single-digit hour and minute must be preceded by a zero. 13. Press AM or ⁄ or PM or ¤. 14. Press OK or £ to accept the stop time. Notify 2:pager CHNG OTHR NEXT 15. Press NEXT or £. Notify 3:none SETUP NEXT 16. Press NEXT or £ to continue. Press SETUP to add another destination.
Off-premise Message Notification Deleting an Off-premise Message Notification destination number If you have set up more than one destination number in Off-premise Message Notification, you can to delete the destinations. To delete an Off-premise Message Notification destination: 1. Press ƒ·°⁄ to open your mailbox. Pswd: OTHR 2. Enter your mailbox password and press OK or £. RETRY OK 0 new 0 saved PLAY REC ADMIN 3. Press ADMIN or °. Mailbox admin GREET PSWD QUIT 4.
Off-premise Message Notification 77 Adding an Off-premise Message Notification destination number You can add another destination number if you have more than one destination number. To add an Off-premise Message Notification destination: 1. Press ƒ·°⁄ to open your mailbox. Pswd: OTHR 2. Enter your mailbox password and press OK or £. RETRY OK 0 new 0 saved PLAY REC ADMIN 3. Press ADMIN or °. Mailbox admin GREET PSWD QUIT 4. Press fl to open the Off-premise Message Notification menu.
Off-premise Message Notification Turning Off-premise Message Notification on and off You can turn Off-premise Message Notification on or off at any time. If you turn Off-premise Message Notification off, you do not affect any of the assigned parameters. For more information, refer to About Off-premise Message Notification on page 63. If you turn Off-premise Message Notification on, you are notified whenever you receive a message during the time you specify.
Recording a call 11 Introduction ƒ·°· lets you record an active telephone call and put the resulting message in your mailbox. Before you activate the Call Record feature, ask the parties on the call for permission to record the call. The maximum length of the Call Record message is determined by the Class of Service setting for your incoming message length. If the mailbox message length is surpassed, the voice prompt “Recording stopped. The recording limit has been reached” plays and the recording ends.
Recording a call Enterprise Edge 2.
Enterprise Edge Voice Messaging Tips 12 Introduction This chapter contains some easy to follow guidelines to optimize using Enterprise Edge Voice Messaging. Enterprise Edge Voice Messaging Tips To take advantage of Enterprise Edge Voice Messaging and its many features: Listen to your messages frequently. Answer your messages promptly to encourage callers to use Enterprise Edge Voice Messaging and reassure them that it is as reliable as speaking with you personally.
Enterprise Edge Voice Messaging Tips Extended Absence Greeting. Begin this greeting by announcing your vacation or travel plans. This gets the attention of the caller. For example, “Vacation alert! Hi, this is Marshall. I will be on vacation starting on the 5th, and I will be returning to work on the 12th. If you care to do so, please leave a message and I will return your call when I return from vacation. For immediate assistance, please press zero.” Record your greetings and messages clearly.
13 Troubleshooting Introduction This chapter describes some problems that can occur when you use Enterprise Edge Voice Messaging. This chapter includes a list of typical problems and what to do if they occur. The problems you encounter while using Enterprise Edge Voice Messaging are usually operating problems. Sometimes a difficulty occurs that indicates a system problem with the Enterprise Edge server.
Troubleshooting My name is not played in the Company Directory. Check to ensure that your mailbox is initialized. If it is not initialized, your name is not played in the Company Directory and your mailbox cannot receive any messages. If you have recorded your Company Directory name, ask your System Administrator to ensure that the Company Directory Override is set to YES. I have forgotten my mailbox password. A forgotten password cannot be recovered.
Troubleshooting 85 Outbound Transfer does not work. Ensure that you have recorded the correct instructions for callers in your personal greeting. In your greeting, tell callers to press ‡ to reach you. Refer to Outbound Transfer on page 56. Ensure that the destination number you enter is not restricted. For example, if you cannot call long distance numbers from your telephone, then you cannot set up Outbound Transfer to a long distance number. Check to see if Outbound Transfer is turned on.
Troubleshooting Enterprise Edge 2.
Appendix A: Default values and tone commands Default mailbox numbers for the General Delivery mailbox s Mailbox number length Default General Delivery Mailbox number 2 10 3 100 4 1000 5 10000 6 100000 7 1000000 If the Group List leading digit is one then the default General Delivery mailbox numbers begin with two.
Appendix A: Default values and tone commands Enterprise Edge 2.
Glossary Administration The tasks involved in maintaining the Enterprise Edge Voice Messaging mailboxes, greetings and set up configuration. Alternate greeting A greeting recorded for a Personal mailbox and played on occasions such as absence, illness, or vacation. Attendant sign On/Off The task performed by a company receptionist or Operator that indicates to Enterprise Edge Voice Messaging when an Operator is available to answer calls.
Glossary Designated Operator An individual in a company who is assigned to answer the Enterprise Edge Voice Messaging Operator Request option. Display A one line or two line screen on an Enterprise Edge telephone that shows Enterprise Edge Voice Messaging commands and options. Display buttons The three buttons on an Enterprise Edge two line display display. Users press these buttons to select the specified Enterprise Edge Voice Messaging option.
Glossary 91 Group Lists A collection of mailbox numbers assigned to a special group name and number by the System Administrator. If a message is sent to a Group List, each mailbox in the list receives the same message. Guest mailbox A mailbox assigned to a user who does not have an extension. Information mailbox A mailbox that provides a caller with a message describing goods or services available from your company.
Glossary Never Full mailboxes Your Enterprise Edge Voice Messaging mailbox is equipped with the Never Full mailbox feature, which lets an external caller leave a message in your mailbox, even if the mailbox is “full”. The message is stored, but cannot be accessed until you delete at least one saved message. Off-premise Message Notification The Enterprise Edge Voice Messaging feature that calls destination numbers that you set up, to let you know you have a new or urgent message.
Glossary 93 Resetting passwords A System Administrator task that changes a mailbox password from its current setting back to the Enterprise Edge Voice Messaging default setting 0000 (four zeros). Special mailboxes The two mailboxes used by the System Administrator and designated Enterprise Edge Voice Messaging Operator. The two Special mailboxes are System Administrator and General Delivery.
Glossary Enterprise Edge 2.
Index A Activating Call Forward with Caller ID 49 Outbound Transfer 61 Adding special characters pause characters 69 to a destination number 56 Alert tone 50 Alternate greeting 26, 81 choosing whether mailbox accepts messages 29 using 29 Alternate Language 13 Assigning Message Delivery options 40 Personalized greeting 30 Assigning a Target Attendant overrides routing to Operator 20 Automated Attendant 37, 55, 83 transferring to 55 Automatic disconnection from Information message 27 B Broadcast messages 42
Index E Entering a destination number 56 Entering characters on command line 11 Enterprise Edge ATA 2 no Message Waiting Notification capability 11 Enterprise Edge one line display telephones using 9 Enterprise Edge two line display telephones, using 10 Enterprise Edge Voice Messaging default password 15 display 11 how callers reach 33 transferring calls to 53 using with rotary dial telephone 33 using with touch tone telephone 33 Erasing messages 34 Etiquette, telephone 79, 81 F Feature 980 40 Feature
Index 97 Private 42 Timed Delivery 42 Urgent 42 Message Waiting Notification not available with Enterprise Edge ATA 2 11 Messages addressed to a Group List 39 Broadcast 42 copying 34 cut off 84 deleted, retrieving 36 deleting 34 erasing 34 Group 39 left in General Delivery mailbox 14 listening to, see Messages, playing playing 34 pausing 35 rewinding 34 skipping forward 34 skipping to end 34 the envelope 34 volume control 35 playing the next 35 playing the previous 35 Private, cannot copy 48 quitting 35 rec
Index R Recording Alternate greeting 27 Personalized greeting 30 Primary greeting 27 your name in the Company Directory 19 Recording a call 79 Recording messages 40 Recording technique Personal greetings 25 Replaying messages 35 Reply feature 36 Replying 46 to an external message sender using the DIAL option 47 to an internal message sender 46 using the CALL option 46 using the MSG option 46 to messages 35, 46 Retrieving deleted messages 36 Rewinding messages 34 Routing messages from General Delivery ma