NEC InfoSet 408 VM, System Manager'S Manual

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Page 2: ...for the use by its employees and customers The information contained herein is the property of NEC America Inc and shall not be reproduced without prior written approval from NEC America Inc Electra Elite and InfoSet are registered trademarks of NEC America Inc Copyright 2000 NEC America Inc 1555 Walnut Hill Lane Irving TX 75038 Business Terminals Division ...

Page 3: ...ities and how to set up the conversation options Planning the System Discusses how to handle the calls processed on the voice processing system Opening greetings and the system schedule are introduced and a system directory is presented Setting Up the System Provides direction on setting up the information record and how to get started How to record the opening greeting setting up a schedule setti...

Page 4: ...es for changing default actions and recording new greetings are given along with a discussion for testing call routing SUPPORTING DOCUMENTS InfoSet 408 VM Voice Processing System Technician s Guide Stock Number 760417 InfoSet 408 Voice Mail User Guide Stock Number 750204 0 InfoSet 408 System Manual Stock Number 760409 InfoSet 408 Voice Processing System CD ROM Stock Number 305260 0 ...

Page 5: ...rd 1 2 Section 2 System Manager Responsibilities 1 2 Section 3 Using the System Manager s Conversation 1 3 3 1 System Manager s Password 1 3 3 2 Using The System Manager s Conversation 1 4 3 3 System Manager s Conversation 1 4 3 3 1 Change a Mailbox Press 4 1 5 3 3 2 Opening Greeting Press 5 1 5 3 3 3 System Schedule Press 6 1 5 3 3 4 System Settings and Information Press 7 1 5 3 3 5 Operator Sett...

Page 6: ...Routing Keys Give Quick Access 2 3 1 1 4 Operator Assistance Is Always Available 2 3 1 2 Deciding How to Use the Automated Attendant 2 3 1 2 1 No Automated Attendant 2 3 1 2 2 Private Attendant 2 4 1 2 3 Secondary Attendant 2 4 1 2 4 Primary Attendant 2 4 Section 2 Planning Your Opening Greeting 2 4 2 1 Opening Greeting And System Schedule 2 5 2 1 1 Day Greeting 2 5 2 1 2 Night Greeting 2 6 2 1 3 ...

Page 7: ...arted 3 2 Section 4 Recording Your Opening Greeting 3 3 Section 5 Setting Up Your System Schedule 3 4 Section 6 Setting Your Operator s Extension and Mailbox 3 6 Section 7 Changing the System Manager s Password 3 8 Section 8 Becoming Familiar With the System 3 8 Chapter 4 Training Users Section 1 Preparing For Training 4 1 Section 2 Conducting User Training 4 1 Section 3 Training the Operator 4 3 ...

Page 8: ... Section 5 Message Groups 5 4 Section 6 Monitoring System Status 5 5 Chapter 6 Expanding Your System With Call Routing Section 1 Offering Call Routing 6 1 1 1 Why Use Call Routing 6 1 1 2 How Call Routing Works 6 2 Section 2 Evaluating Your Needs 6 2 Section 3 Planning Call Routing 6 4 Section 4 Assigning Call Routing Keys 6 6 Section 5 Changing Default Actions 6 6 Section 6 Recording New Greeting...

Page 9: ...es 1 1 System Conversations All users of the voice messaging system the system manager subscribers and people calling in to your organization communicate with the system through system conversations Different conversations are used for different parts of the system You hear the system manager s conversation when you are setting up and maintaining your system Subscribers hear the message conversati...

Page 10: ...mply dialing the InfoSet 408 Voice Mail from their own extensions Because personal IDs are not private each subscriber can set a secret security code to safeguard his or her mailbox A subscriber may change this security code at any time 1 2 2 System Manager s Password The system manager s password identifies you as the system manager so you can customize and maintain the voice messaging system or ...

Page 11: ...rform to keep your system running efficiently It also introduces call routing keys a powerful feature that provides you with flexibility in handling calls Chapter 6 Expanding Your System With Call Routing describes all the aspects of call routing and how it works SECTION 3 USING THE SYSTEM MANAGER S CONVERSATION As system manager you use the system manager s conversation to add delete and reset ma...

Page 12: ...ire system manager s conversation Before accessing the conversation familiarize yourself with the information you must supply To access the system manager s conversation 1 Call the extension for InfoSet 408 Voice Mail 50 by default Refer to Setup Information Record on page 3 1 2 When you hear the opening greeting enter the system manager s password The default password is SYSMGR or 797647 3 Dial 0...

Page 13: ... mailbox 3 3 2 Opening Greeting Press 5 Change the mode day night or holiday Change the opening greeting 3 3 3 System Schedule Press 6 Verify or change the clock setting Verify or change the date setting Change a schedule range 3 3 4 System Settings and Information Press 7 Hear System Information Press 4 Change System Manager Password Press 5 Change Security Code Change Fax Settings Press 6 3 3 5 ...

Page 14: ... 3 3 6 Call Routing Press 9 Edit Call Routing from Opening Greeting Press 4 Edit Call Routing from Call Routing Boxes Press 5 3 3 7 Groups Press 0 Group Maintenance Create a Group Press 4 Edit a Group Press 5 List group members Press 6 Delete a group name Press 7 ...

Page 15: ...tor answer incoming calls and transfer calls to extensions 1 1 What Does the Automated Attendant Do The automated attendant acts as a receptionist answering and routing incoming calls automatically Callers hear an opening greeting for your organization that gives them instructions and options For example Hello Thank you for calling Omni Corporation If you are calling from a touchtone telephone you...

Page 16: ... tone when it answers a call it transfers the call to your fax machine automatically Callers can also dial the fax extension during the opening greeting and once connected to the fax extension send a fax manually This eliminates the need for a separate fax telephone number and dedicated outside line The system can even prompt fax callers to add a brief voice mail message to describe their fax and ...

Page 17: ...greeting such as those not using a touchtone telephone are transferred automatically to the operator 1 2 Deciding How to Use the Automated Attendant Your technician needs to know if and how you want to use the automated attendant with your operator to handle external calls If you will use the automated attendant will it be a private secondary or primary attendant Your choice tells the technician h...

Page 18: ...number of external lines connected to your telephone system and the number of calls you receive Your technician can help you choose the appropriate secondary line for the voice messaging system 1 2 4 Primary Attendant Your main telephone lines are routed directly to the voice messaging system The system answers most of your incoming calls Your operator helps only those callers who need personal as...

Page 19: ... clearly in the opening greeting requires careful wording The opening greeting and the system schedule later in this chapter suggests effective wording for day night and holiday greetings Note Later you can incorporate instructions for using call routing keys into your opening greeting as well For now just make sure that your opening greeting gives the basic information needed to direct callers Af...

Page 20: ...r calling Omni Corporation Our office is closed for the holiday We will reopen tomorrow If you are calling from a touchtone telephone you may enter the extension at any time If you do not know the extension enter 800 for a directory Otherwise please leave a message 2 2 System Directory The voice messaging system reserves the ID number 800 to identify the system directory a directory of the extensi...

Page 21: ...l you identify only the day mode InfoSet 408 Voice Mail automatically goes into night mode during the hours not included in the range you have identified 2 3 1 System Schedule Intervals A B C are used to set your organization s schedule To accommodate organizations with operating hours that vary from day to day InfoSet 408 Voice Mail stores up to three system schedule intervals A B C A single sche...

Page 22: ... callers hear the holiday greeting and callers who need assistance are routed to the Operator mailbox to leave a message You turn holiday mode on and off manually through the opening greeting question in the system manager s conversation 2 3 2 Your Organization s Schedule You specify the system schedule for your organization in the system manager s conversation If you have the same business hours ...

Page 23: ...f you close for lunch from 1 00 to 2 00 each day such as 9 A M 1 P M 2 P M 5 P M Mon Sat Use intervals A and B Interval A 9 1 Mon Sat Interval B 2 5 Mon Sat Refer to Recording Your Opening Greeting on page 3 3 Setting Up Your System Schedule on page 3 4 Ongoing Maintenance on page 5 1 ...

Page 24: ...ork with your telephone system configuration SECTION 2 SETUP INFORMATION RECORD When setting up the InfoSet 408 Voice Mail you need to perform the following actions and record the response action taken in the Response column of this table Action Needed Response To call the system from outside the office dial the number that gets you to the Automated Attendant then enter your personal ID i e 912 To...

Page 25: ...s you need to make about customizing it for your organization System Overview on page 1 1 and Planning Your System on page 2 1 provide the information you need 2 Access the system manager s conversation 3 Record your opening greeting 4 Set up your organization s system schedule 5 Set up your operator s extension and mailbox 6 Change the system manager s password 7 Open your voice mailbox and becom...

Page 26: ...sion and Mailbox on page 3 6 Changing the System Manager s Password on page 3 8 Training Users on page 4 1 Ongoing Maintenance on page 5 1 Message Groups on page 5 4 InfoSet Voice Mail User Guide SECTION 4 RECORDING YOUR OPENING GREETING Callers hear the opening greeting when their call is answered by the InfoSet 408 Voice Mail automated attendant InfoSet 408 Voice Mail plays the appropriate greet...

Page 27: ...perator greeting callers hear and how callers are routed To present the best image of your organization to a caller your greeting should sound crisp and professional A friendly tone encourages people to dial an extension directly and reduces the number of calls the operator receives You control the volume and clarity of the recording by the loudness of your voice and the distance between the telep...

Page 28: ...r the start time for the schedule interval 6 Enter the end time for each schedule interval 7 Enter the days of the week that each schedule interval is in effect 1 Sunday 2 Monday 3 Tuesday 4 Wednesday 5 Thursday 6 Friday 7 Saturday Note When the system asks you to enter the time you can use either a 12 or 24 hour format either 2 00 P M or 1400 hours The system asks you to specify A M or P M if nec...

Page 29: ...tifications is responsible for acting on each caller s request and for redirecting messages to the appropriate mailbox To confirm or change the extension for operator calls 1 Access the system manager s conversation 2 Select action 8 and then 4 as prompted 3 Verify that the extension number for the operator station is correct If not enter the correct extension Operator Mailbox Greetings Callers wh...

Page 30: ... notification to the Operator mailbox Fax notification is set to ON by default when fax routing is enabled Note Fax notification can only be used if the fax machine is connected to a telephone extension using a single line telephone adapter SLT Adapter or an APR U10 Unit Fax routing and notification cannot be used when the fax machine is connected to the FAX CO Branch port of the switch To set up ...

Page 31: ...ts However it cannot be the same as any current personal ID or extension number To change the system manager s password 1 Access the system manager s conversation 2 Select action 7 to access system information and settings 3 Select action 5 to change the password 4 Confirm that you would like to change the password then enter the new password and press Reenter it for confirmation Refer to Using Th...

Page 32: ...ompletes Distribute the InfoSet Voice Mail User Guide to all users Encourage users to follow the steps in the InfoSet Voice Mail User Guide to set up their new voice mailboxes right away Be available to answer questions SECTION 2 CONDUCTING USER TRAINING To demonstrate the tasks users can do with the voice messaging system you can perform some of the following tasks Leave messages by extension num...

Page 33: ...numbers Explain how calls are forwarded to a subscriber s voice mailbox and how to use automatic subscriber log in if available on your telephone system Explain to subscribers the importance of saving space on InfoSet 408 Voice Mail by deleting messages once they have heard them Tell subscribers how to reach InfoSet 408 Voice Mail when they are outside the office Send a voice message to all users ...

Page 34: ...espond to the message without entering any digits Note If your organization uses automatic subscriber log in subscribers can access their mailboxes without entering a personal ID and then leave a subscriber to subscriber message SECTION 3 TRAINING THE OPERATOR The operator s responsibilities may be shared by more than one person in your organization Be sure to train all individuals with operator r...

Page 35: ...ge long enough to determine who it is for 3 Press 2 to interrupt the message 4 When the system asks if you would like to redirect the message press 1 for Yes and then enter the appropriate mailbox as prompted 5 Press 1 to confirm 6 If needed record an introduction when prompted Transferring External Callers To A Voice Mailbox Your operator transfers external callers to subscribers voice mailboxes ...

Page 36: ...d in your voice mailbox 3 Do one of the following to hear the opening greeting If you have a security code enter the code when prompted and press 2 when you hear the voice name of the mailbox If you do not have a security code press 2 when you hear the voice name of the mailbox 4 Dial the mailbox number desired and then press 2 to place the caller directly into voice mailbox instead of transferrin...

Page 37: ... and fax settings Adding and deleting mailboxes Adding deleting and changing message groups Monitoring system status Details about maintenance tasks are in Chapter 3 Setting Up Your System and in this chapter Refer to Adding And Deleting Voice Mailboxes on page 5 3 Message Groups on page 5 4 Monitoring System Status on page 5 5 SECTION 2 CREATING A SPECIAL OPENING GREETING FOR HOLIDAYS The greetin...

Page 38: ...oliday greeting Refer to Planning Your Opening Greeting on page 2 4 SECTION 3 CHANGING THE EXTENSION FOR THE OPERATOR MAILBOX OR THE FAX MACHINE The operator settings option of the system manager s conversation allows you to Change the extension for the operator if you need to reassign operator duties temporarily or permanently Use holiday mode in emergencies to announce your office is closed beca...

Page 39: ...0 voice mailboxes The mailbox maintenance option of the system manager s conversation allows you to Add a new voice mailbox Delete a mailbox Do this when a person leaves your organization Reset a mailbox Resetting a mailbox clears it so a new person can use it Do this instead of deleting a mailbox when someone takes it over immediately Delete a security code Do this when a subscriber forgets their...

Page 40: ...umeric keypad representation of the group s name is its system ID Note Group system IDs can be the same as other system IDs This is because when you address a message if two group or mailbox IDs have the same first three letters InfoSet 408 Voice Mail will ask you which one you wish to send your message to The system comes pre set with a special ALL group automatically set up and consisting of all...

Page 41: ...he version of InfoSet 408 Voice Mail you are using The system identification number The available recording time The current time The current date Whether InfoSet 408 Voice Mail is currently in day night or holiday mode The number of voice mail ports active The driver and firmware versions When the system has less than 15 minutes of recording time available InfoSet 408 Voice Mail warns subscribers...

Page 42: ...recording time regularly monitor the available recording time in the system information summary of the system manager s conversation When the available recording time approaches 15 minutes remind subscribers to delete all unnecessary messages To check the system information summary 1 Access the system manager s conversation 2 Select action 7 and then 4 and listen to the system information summary ...

Page 43: ...g key provides The following example is typical of how organizations use the opening greeting to tell callers about call routing 1 1 Why Use Call Routing Call routing lets you customize your InfoSet voice messaging system to meet the specific needs of your organization Some of the ways you might use call routing include Opening Greeting Hello Thank you for calling the Omni Company If you are calli...

Page 44: ...ing the opening greeting and during any audio message reached by a call routing key At these times callers may press any call routing key set to route to a subscriber s extension or to a call routing box that you designate Call routing boxes can perform one of several actions including playing an audio message offering a submenu of additional call routing options or taking a message SECTION 2 EVAL...

Page 45: ... wish to speak to at any time during this message To place an order press 1 For directions to the Omni Company press 2 For a description of products and services press 3 Otherwise please hold and an operator will assist you You have reached the Omni Sales Department To place an order The Omni Com pany is located For a description of Omni Company products and services ...

Page 46: ...enu of additional call routing options 3 Change the default actions for each call routing greeting optional 4 Record greetings for call routing boxes Rerecord the opening greeting for day and night if desired to reflect available call routing keys 5 Test call routing keys Note Avoid assigning call routing keys that begin with the same digit as subscriber extensions For example avoid using 1 as a c...

Page 47: ...start conversation 4 9 Operator Operator 5 0 operator Route to extension ________ Route to extension ________ CALL ROUTING BOX Number ________ Reached from Opening greeting Call routing box number _______ Day greeting Night greeting Default action Call routing key assignments Day Night note extension or call routing box number Take message Take message 1 6 Say good bye Say good bye 2 7 Disconnect ...

Page 48: ... call routing keys for the opening greeting OR Select action 5 to set up call routing for a call routing box and then enter the two digit call routing box number as prompted 4 Select action 4 to assign call routing keys 5 Enter the call routing key number you wish to assign 6 Select 1 to change the call routing key assignment 7 Follow the system prompts to assign a call routing key to an extension...

Page 49: ...ns Select action 4 to change default actions for the opening greeting OR Select action 5 to change the default actions for a call routing box and then enter the 2 digit call routing box number as prompted 4 Select action 5 5 Follow the system prompts to change default actions for day or night mode Refer to Determining the System Schedule on page 2 7 Setting Up Your System Schedule on page 3 4 SECT...

Page 50: ...system manager s conversation 2 Select action 9 3 Select action 5 and enter the two digit call routing box number as prompted 4 Select action 6 to record a day greeting or to record a night greeting select action 7 5 Select action 1 to change your greeting 6 Follow the system prompts to record greetings for day or night mode 7 When you are finished recording press Q Refer to Recording Your Opening...

Page 51: ...al caller The system manager poses as an external caller to test all paths available from each call routing greeting 2 Test the first call routing key Follow one path to its conclusion whether that is ringing an extension leaving a message in a voice mailbox reaching an operator or saying good bye Follow the path under both day and night conditions 3 Test the remaining call routing keys Repeat ste...

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