Sy st e m M a n a g e m e n t G u i d eV E R S I O N 7 . 4 92000Active Voice Corporation.All rights reserved.First edition 2000.ActiveFax, ActiveNet, Repartee, TeLANophy, ViewCall, ViewFax, and ViewMail are trademarks of Active Voice Corporation.Protected by one or more of the following United States patents: 5,070,526; 5,434,906; 5,488,650; 5,533,102; 5,568,540; 5,581,604; 5,625,676; 5,651,054; 5,940,488; 6,041,114.Active Voice CorporationSeattle, WashingtonU.S.A.www.activevoice.comWriters: Peter Ashmore, Debra Carnegie, Michele Dehmer, Marion Hansen, Anita TaylorEditors: Sharon Tighe, Conrad WesselhoeftProduction artists: Gene Breshears, Steven Hopster, Janet Joseph, Loretta MatsonProject managers: Peter Ashmore, Anita Taylor800-02809ACTIVE VOICE SOFTWARE LICENSE AND HARDWARE SALE AGREEMENTLicense of Software.Active Voice grants You a nonexclusive license to use the Software solely for the following purposes: (a) to install and operate the Software on one Computer to process Your data; and (b) to make one copy of the Software for backup purposes. 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Hardware means any circuit card, computer board, cable, or similar item contained in the Active Voice box containing this envelope (Box), but does not mean any Software attached to such circuit card, computer board, or similar item. Computer means a computer consisting of a sin-gle central processing unit, one keyboard, and one video display terminal. Software means: the computer programs contained in this Box; and any and all copies, modifica-tions, upgrades, enhancements, and new releases thereof made or acquired by You. Pack-age means the Hardware (including the Computer if supplied by Active Voice), Software, and any and all manuals and other printed materials contained in this Box. 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CONTENTS vC H A P T E R 1 Int roduct ion................................................................................ 1About this guide .....................................................................................2C H A P T E R 2 Syst em overview ........................................................................ 5Introduction ............................................................................................6Basic concepts ........................................................................................8System IDs ............................................................................................12System manager overview ...................................................................18Signing in and signing out....................................................................21Establishing and terminating a local connection .................................22Moving between screens .....................................................................24Moving within a screen ........................................................................25System information changes by phone and console ...........................26Shutting down and restarting the system ............................................28System setup ........................................................................................30C H A P T E R 3 Sit e informat ion........................................................................ 31Site information overview.....................................................................32Completing the site information ..........................................................34Setting up ports....................................................................................38Selecting a language for a port............................................................40Setting up special port options ............................................................42Setting up the system for DID..............................................................44C H A P T E R 4 Opening greet ing..................................................................... 47Opening greeting overview .................................................................48Changing the opening greeting setup.................................................50Setting up greetings.............................................................................52Setting up actions after greetings........................................................54Routing callers with one-key dialing ....................................................56Routing callers to a language select box .............................................58Adding multiple opening greeting boxes............................................60Setting up directory assistance options ...............................................62C H A P T E R 5 Operat or set up ........................................................................ 65Operator setup overview .....................................................................66Setting operator system ID, voice name, and language information ...........................................................................68Setting up call transfer .........................................................................70C H A P T E R 1vi SYSTEM MANAGEMENT GUIDESetting up greetings ............................................................................ 73Setting up actions after greetings ....................................................... 74Assigning an operator box to a port.................................................... 76C H A P T E R 6 Syst em schedules......................................................................79System schedule overview ................................................................... 80Setting up the systems date and time ................................................ 82Setting up schedules............................................................................ 83Setting up a 24-hour schedule ............................................................. 86Setting up alternate mode ................................................................... 87Setting up holidays............................................................................... 88Adjusting for daylight saving time ....................................................... 91C H A P T E R 7 Defaultsubscriber .....................................................................93Default subscriber overview................................................................. 94Creating default personal IDs .............................................................. 96Setting the default language ............................................................... 97Setting up default message storage .................................................... 98Selecting default subscriber access options ...................................... 100Setting up default transfer options .................................................... 104Setting up default call screening, subscriber greeting, and call routing................................................................... 110Setting up one-key dialing ................................................................. 116Setting up default message notification ............................................ 118Setting up default fax delivery notification options........................... 122Creating the default subscriber fax box ............................................ 125Setting up default fax delivery options.............................................. 127Enrolling subscribers .......................................................................... 132Setting up default e-mail options ...................................................... 133Setting up default live record options ............................................... 134C H A P T E R 8 Message managementand st orage ........................................137Message management overview...................................................... 138Setting up maximum call recording and screening times.......................... 140Moving forward or backward during message playback................... 141Specifying pause durations ................................................................ 142Playing a beep to signal recording .................................................... 143Generating disk full warning messages ............................................. 144Checking the keypad map ................................................................. 145CONTENTSviiRedirecting messages ........................................................................ 146Changing the message retrieval order .............................................. 148Changing the message date and time stamp .................................... 149Controlling what appears onscreen .................................................. 150Scheduling an automatic voice messaging system shutdown ........... 151Sending error messages to subscribers ............................................. 153Saving and storing messages............................................................. 154Saving and storing call report data.................................................... 156Setting up directory assistance .......................................................... 157Specifying longer spelled name options............................................ 160Limiting the number of times unidentified callers can misdial .......... 162Setting up the public fax box............................................................. 163Setting up multiple fax machines....................................................... 167C H A P T E R 9 Fax mail set up .........................................................................171Fax setup overview ............................................................................ 172Setting up fax ports............................................................................ 174Changing the default fax dialout and connect time settings ............ 176Changing the fax transmit settings .................................................... 178Changing the fax delivery bundle size setting ................................... 179Changing the default fax delivery retry settings ............................... 180Configuring the North American SmartDialing feature for fax-on-demand ................................................................. 183Creating a custom fax mail cover sheet............................................. 185C H A P T E R 10 Mult isit e Messaging ................................................................189Multisite Messaging overview............................................................ 190Multisite Messaging setup ................................................................. 192Site information.................................................................................. 193Setting up a local site......................................................................... 196Setting remote site defaults............................................................... 198Adding a remote site ......................................................................... 200Directory update methods for PLUSNET-1 sites ............................... 204Using the manual method for the first directory update ................... 206Using the alternate method for the first directory update ................ 207Exporting directory information......................................................... 208Importing directory information......................................................... 212Testing the Multisite Messaging network.......................................... 215Restricting special delivery options ................................................... 216viii SYSTEM MANAGEMENT GUIDEMessage groups and Multisite Messaging ........................................ 218Multisite Messaging training .............................................................. 219C H A P T E R 11 Hospit alit y...............................................................................221Hospitality overview........................................................................... 222Resetting a hotel guest message box................................................ 224Accessing guest messages after checkout ........................................ 225Setting up the hotel guest directory.................................................. 226Using overlapping room extension numbers..................................... 228Setting up wake-up calls .................................................................... 231Setting up check-in messages............................................................ 235Setting up the Multilingual Guest Conversation package ................. 236Allowing hotel guests to use passwords............................................ 238Retrieving hotel guest messages ....................................................... 241Setting up informational messages.................................................... 242Using hotel guest IDs ......................................................................... 243Restoring a mailbox ........................................................................... 246Setting up hotel guest personal options ........................................... 247Hotel Guests screen overview............................................................ 249Viewing and changing guest names and language choices .............. 250Managing messages for an individual guest...................................... 252Adding and deleting hotel guest rooms and messages .................... 254Changing a hotel guests call transfer and notification settings........ 256Managing wake-up calls for an individual guest................................ 262Converting a hotel guest to a subscriber........................................... 264Changing guest options for a hotel guest ......................................... 266Hotel information service ................................................................... 268Help option for an information service .............................................. 270Direct call transfers............................................................................. 271Incorporate advertisers into an information service .......................... 272Setting up remote recording for advertisers ..................................... 273Keep your information service current............................................... 274C H A P T E R 12 Personal Direct ory...................................................................275Personal Directory overview .............................................................. 276Adding new subscribers..................................................................... 278Deleting personal directory information............................................ 280Assigning system manager status ...................................................... 281Assigning a language ......................................................................... 282CONTENTSixSetting up message storage .............................................................. 283Setting up transfer options ................................................................ 284Setting up call screening, subscriber greeting, and call routing ....... 290Setting up one-key dialing ................................................................. 296Setting up message notification ........................................................ 298Setting up voice and fax delivery notification options ...................... 302Adding a subscriber fax box............................................................. 305Customizing fax delivery options....................................................... 306Changing access options ................................................................... 312Enrolling a subscriber......................................................................... 316Setting up e-mail options................................................................... 318Setting up live record options............................................................ 320Adding guests .................................................................................... 322C H A P T E R 13 Groups ....................................................................................325Groups overview ................................................................................ 326Using the All Subscribers group ........................................................ 328Creating and deleting message groups............................................. 329Changing the owner of an open message group .............................. 331Renaming message groups created by phone .................................. 332Assigning dispatch distribution ......................................................... 333Setting up outside caller group messaging ....................................... 334Creating and changing local access groups ...................................... 336Numeric directory assistance overview.............................................. 337Directory groups ................................................................................ 338Directory menus ................................................................................. 340Creating directory groups or directory menus .................................. 342Deleting directory groups or directory menus .................................. 344C H A P T E R 14 Transact ion boxes...................................................................345Transaction Directory overview.......................................................... 346Adding and removing transaction boxes........................................... 348Setting up call transfer ....................................................................... 352Setting up greetings .......................................................................... 355Setting up actions after greetings ..................................................... 357Creating a delete-proof transaction box ........................................... 359Sorting the transaction directory ....................................................... 360Routing callers from a transaction box using one-key dialing ........... 361Using special-purpose fax boxes ....................................................... 363x SYSTEM MANAGEMENT GUIDESetting up an interview box ............................................................... 368Public interview box overview............................................................ 372Voice detect box overview................................................................. 374Setting up a voice detect box............................................................ 376Using a voice detect box to limit phantom calls to the operator ...... 379Language select box overview........................................................... 382Adding a language select box ........................................................... 384C H A P T E R 15 Fax library ...............................................................................389Fax-on-demand overview................................................................... 390Setting up the fax library.................................................................... 392Changing the fax library menu........................................................... 399Creating a fax catalog ........................................................................ 400Creating a custom fax-on-demand cover sheet................................. 401Sending fax library documents from the console .............................. 404Routing callers to the fax library ........................................................ 406Setting up automatic fax transmittal .................................................. 408Using one-key dialing for fax-on-demand ......................................... 410Building fax library menus with one-key dialing ................................ 412C H A P T E R 16 Voice prompt s.........................................................................415The system conversation.................................................................... 416System conversation design............................................................... 418Location of system prompts............................................................... 422Setting up on-hold prompts............................................................... 424Listening to a recording ..................................................................... 427Making a recording ............................................................................ 428Copying or appending a recording to a voice field........................... 429Deleting recordings and prompts...................................................... 431Backing up a recording ...................................................................... 432Recovering recordings and prompts ................................................. 433C H A P T E R 17 Phone int egrat ion set up..........................................................435Switch Setup screen page 1 overview ............................................... 436Phone system options ........................................................................ 438Special dialing characters................................................................... 439Selecting integration options............................................................. 440Using an outdial access number ........................................................ 447Redirecting extension numbers ......................................................... 449CONTENTSxiOther phone system options ............................................................. 452Switch Setup screen page 2 overview ............................................... 454Changing message waiting indicator and touchtone settings ............................................................................. 456Limiting the number of ports on hold ................................................ 459Controlling the call-holding message cycle ....................................... 460Setting up constant message count................................................... 462Switch Setup screen page 3 overview ............................................... 464Testing call progress .......................................................................... 466Changing the voice detection setting................................................ 470Switch Setup screen page 4 overview ............................................... 472Setting up live record......................................................................... 474Enabling callers to send cut-through pages ...................................... 476C H A P T E R 18 Report s ...................................................................................483Using reports to monitor your system ............................................... 484Evaluating voice messaging system usage ........................................ 488Analyzing port usage........................................................................ 490Using Multisite Messaging reports .................................................... 491Using directory information ............................................................... 492Using call log information .................................................................. 496Using the error log ............................................................................. 500Monitoring wake-up calls ................................................................... 503Using the hotel guests report ............................................................ 506C H A P T E R 19 Troubleshoot ing......................................................................509Troubleshooting overview ................................................................. 510The system key................................................................................... 512Upgrade issues................................................................................... 514Delayed messages ............................................................................. 515Delays in message notification........................................................... 518Disk full error messages ..................................................................... 519Touchtone sensitivity.......................................................................... 520General tone detection...................................................................... 521Voice messaging computer hardware components and peripherals .................................................................................. 523Troubleshooting networking, TeLANophy, and e-mail integration.......................................................................................... 528Troubleshooting Hospitality............................................................... 535xii SYSTEM MANAGEMENT GUIDETroubleshooting the ActiveFax package ........................................... 544Multisite Messaging troubleshooting ................................................ 550Troubleshooting remote maintenance .............................................. 554C H A P T E R 20 Training ...................................................................................557Training overview............................................................................... 558Training subscribers ........................................................................... 559Training operators and receptionists ................................................. 565Training hotel staff ............................................................................. 566Training system managers ................................................................. 568Training for recording greetings and prompts .................................. 569Training checklist................................................................................ 571Training memo ................................................................................... 572C H A P T E R 21 Glossary ..................................................................................575C H A P T E R 22 Index .......................................................................................591 CHAPTER 1: INTRODUCTION1CHAPTER 1Int roduct ionA bout this guide...................................................22 SYSTEM MANAGEMENT GUIDEAboutt his guideThe System Management Guide contains instructions for setting up, maintaining, and customizing your voice messaging system. Before you use this guide, the voice messag-ing software should be installed on a com-puter by following the instructions in the Installation Guide. Keep this guide near the voice messaging computer so that it is accessible to anyone performing administration tasks. This guide also is available as a PDF file on the Repar-tee compact disc. Acrobat Reader is required to access the PDF file and can be installed from your product disc. This guide assumes you have a working knowledge of the OS/2 operating system and its conventions.For help, see the docu-mentation that came with your system. New syst em managersIf you are new to this voice messaging sys-tem, see Chapter 2, System overview, for an overview of the systems basic concepts and of the day-to-day system management tasks. How t o use t his guideThe chapters of this guide follow the order in which the voice messaging system screens appear, and are divided into dis-crete topics related to the tasks you perform for each screen. Each topic provides conceptual informa-tion, procedures, related screens, field descriptions, and field values.Procedures provide instructions on how to accomplish a particular task.The field descriptions pro-vide detailed information about each field and what field value you can enter in it. CHAPTER 1: INTRODUCTION3ABOUT THIS GUIDEConvent ionsThis guide uses the following conventions:User inputInformation that the user types appears in a font different from the body of the text. For example, Typems gor der and press ENTER.Key names Key names appear in all capital letters. For example, CTRL+PAGE DOWN.NOTEA Note contains information that sup-plements the main text but is not essen-tial to the understanding of the text. A Note may supply information that applies only in special cases.A See also provides references to other topics related to the current topic.A Caution advises users that failure to avoid or to take a specific action may lead to unwanted results.A Warning advises users that failure to avoid or to take a specific action will result in physical harm to the user, damage to the hardware, or loss of data.Ot her document at ionThese resources can help you learn more about working with your voice messaging system: Installation Guide: Contains instruc-tions for installing the voice messaging software, instructions for system setup, and a list of the software versions new-est features. A PDF file of this guide is also available on the Repartee compact disc. System Conversation Guide (available as a PDF file only): Contains tables of the system conversations prompts and phrases. User Guide: Contains detailed instruc-tions for subscribers about accessing their accounts and checking and send-ing messages. Field Help: The voice messaging system has field-specific Help for entering data or values in a field. Whenever you are unsure of what to enter in the current field, press F1. Third-party documentation: You can find information for third-party elec-tronic devices in the manufacturers documentation included in the Repar-tee package. Do not use a third-party manufacturers documentation to install, upgrade, or manage Repartee. Refer only to Repartee documentation to install, upgrade, and manage Repartee.See alsoCAUTIONWARNING!4 SYSTEM MANAGEMENT GUIDE CHAPTER 2: SYSTEM OVERVIEW5CHAPTER 2Syst em overviewIntroduction ..........................................................6Basic concepts......................................................8SystemID s..........................................................12Systemm anager overview .................................18Signing in and signing out................................21Establishing and term inating a local connection .................................................22M oving betw een screens ..................................24M oving w ithin a screen......................................25Systeminform ation changes by phone and console .......................................26Shutting dow n and restarting the system ........28Systemsetup ......................................................306 SYSTEM MANAGEMENT GUIDEInt roduct ionBy managing all types of communication in one placea universal mailboxthe Repar-tee voice messaging system simplifies the entire messaging process and gives you the flexibility to access voice, fax, and e-mail messages from almost anywhere. With many different options and feature pack-ages, Repartee can be customized for almost any voice messaging application. This chapter introduces basic system con-cepts, explains the role of the system man-ager, and describes how to sign in and out of the system and how to navigate the voice messaging system.Syst em screensDepending on your systems features, the voice messaging system consists of some or all of the following main screens: Banner screen Application screen Personal Directory screen Groups screen Transaction Directory screen Fax Library screen Remote Network Site screen Voice Prompt Editor screen Switch Setup screen Hotel Guests screenEach screen contains one or more pages of information. The Banner screenYou see the Banner screen before you sign in to the voice messaging system. The Ban-ner screen gives a quick overview of the cur-rent state of your system. The following information is displayed at the top of the screen: System date and time Current mode (such as Day or Night) Amount of disk space available for recording messages Port setting and status informationA list of available function keys and their actions is displayed at the bottom of the screen. The Banner screen field descriptions are on page 19 of this guide.The other main screens are discussed in succeeding chapters.CHAPTER 2: SYSTEM OVERVIEW7INTRODUCTIONBanner screen1. Ans5. Ans10: 30amDAY20- Aug- 022. Ans6. Di al I NSERT3. Ans7. A/ DRecordi ngTi me: 112: 124. A/ D8. MsgREPARTEE Copyri ght( c) 2000Acti veVoi ceCorporati on- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -. .. .ACTI VE. VOI CE. .. .- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -F1Hel pF3Sel ectportF5Versi onsALT- ESCShow desktopF2Si gn- i nF4Local on/ of f ESCExi t8 SYSTEM MANAGEMENT GUIDEBasic concept sThis section describes basic concepts that will be helpful to you in using the voice messaging system.Syst em usersThere are three types of system users: sub-scribers, guests, and unidentified callers. SubscribersA subscriber is an enrolled user of the voice messaging system. Enrolled users have set up their voice mailboxes using the first-time enrollment conversation, or they have been enrolled by a system manager. Each subscriber has a voice mailbox which includes an extension ID and a personal ID. A subscriber can own transaction boxes, interview boxes, and message groups. The subscriber can also host guests.When you delete a subscriber, the voice messaging system deletes everything the subscriber owns, as well as the guests whom the subscriber is hosting. The exception is open message groups. When a subscriber is deleted, any open message groups that the subscriber owns are reassigned to SYSTEM. You may then assign these groups to other subscribers.Guest sSubscribers may want to provide a more personal interaction through the voice messaging system for certain individu-als, such as special clients. These individuals can be enrolled as guests of a subscriber. Then when they call in to the system and enter their per-sonal ID, they can be greeted by name and can exchange regular or urgent mes-sages with their host subscriber. A guest can also be made a member of a private message group owned by their host sub-scriber. If you have a multilingual sys-tem, you can specify the language a guest hears when they call in.Unident ified callersAn unidentified caller is a subscriber, guest, or nonsubscriber who accesses the voice messaging system without entering their personal ID. The unidenti-fied caller has no system privileges and hears a different system conversation than a caller who enters their personal ID.System IDs .................................................. 12Changing the owner of an open message group......................................................... 331See alsoCHAPTER 2: SYSTEM OVERVIEW9BASIC CONCEPTSThe syst em conversat ionThe system conversation is the collection of prerecorded questions, choices, and responses that the system plays to guide callers through the voice messaging system.The normal subscriber system conversation proceeds through a series of four actions each time a subscriber calls into the system: Check new messages Leave messages Review old messages Change setup optionsFor each of these actions, subscribers hear a menu of options. Subscribers enter the number associated with the option to per-form a particular task. Cont inued 10 SYSTEM MANAGEMENT GUIDEBASIC CONCEPTSTransact ion boxesTransaction boxes are the building blocks of the voice messaging system. A transaction box is a set of instructions that tells the sys-tem what to do when a call reaches that sys-tem ID. How you use transaction boxes can be as simple or as complex as you want. Some organizations use transaction boxes to route callers to different departments, or to provide morning, afternoon, and evening greetings. Other organizations use transac-tion boxes to play detailed audiotext mes-sages, route callers to other submenus, or route callers to interview boxes.CHAPTER 2: SYSTEM OVERVIEW11BASIC CONCEPTSThe t ransfer-greet ing-act ion st ruct ureThe call transfer-greeting-action after greeting structure tells the system what to do if a call is not answered. Throughout the systemwhether for individual mailboxes or complex transaction boxesyou can specify the transfer-greeting-action options. When a call enters the voice messaging sys-tem, the system first tries to transfer the call. If the call is unanswered, or if call transfer is set to No, the system plays the greeting specified in the Greeting section. The settings in the Action section of the box determine what happens nextfor exam-ple, the system might route the call to the operator, take a message, or route the call to another box. Transfer Greet ing Act ionThe systemtries to transfer to an extension. . .. . . it plays the greeting for the box. . .. . . and if no touchtone keys are pressed, the systemperform s an action, such as routing the caller to the publicinterviewboxAcall com es into the boxMMMHow t he t ransfer-greet ing-act ion st ruct ure works12 SYSTEM MANAGEMENT GUIDESyst em IDsA system ID is a unique number that the voice messaging system uses to identify a subscriber, guest, transaction box, voice detect box, or interview box. System IDs are generally numbers that callers can dial to access subscriber extensions and mail-boxes, and are used to link boxes for advanced call routing and audiotext. There-fore, no two items can have the same sys-tem ID.Before assigning system IDs: Estimate what kind and how many sys-tem IDs you need. Design a simple, easy-to-use system ID numbering plan and use it consistently. All system IDs should contain the same number of digits. Assign system IDs according to numbers rather than letters. If assigned by letter, both SANDY and RANDY, for example, would have 72639 as their system ID number. And, because no two items can have the same system ID, the voice mes-saging system cannot distinguish between the two items.The number of system IDs you require determines how many digits your IDs should have. The table on page 13 shows you how many unique IDs are available for a particular numbering plan. Be sure to allow ranges of unused system IDs for future system expansion, including new subscribers, transaction boxes, interview boxes, and subscribers guests.The table on page 14 shows the different types of system IDs used by the voice mes-saging system.CHAPTER 2: SYSTEM OVERVIEW13SYSTEM IDSHow t o det ermine t he number of unique IDs for your ID numbering planNumber of digit s in each ID Number of unique IDs (assumes operat or box ID is 0)1 92 903 9004 9,000 5 90,0006 900,0007 9,000,000 8 90,000,0009 900,000,00010 9,000,000,000Cont inued 14 SYSTEM MANAGEMENT GUIDESYSTEM IDSHow t he syst em list ens for syst em IDsThe system listens for system IDs on a digit-by-digit basis. When a caller enters an ID, the system examines the first digit to see if it is a valid system ID. If not, the system listens to the second digit and checks to see if that combination matches a valid ID. This pro-cess is repeated for every digit until a match is found or there are no more digits to check.This method of listening for system IDs pro-vides quick responses because the system goes directly to the first available match. However, you cannot have a long ID that begins with digits that match a shorter ID. For example, you cannot have both 234 and 2345 as system IDs. You can avoid this situa-tion by having all system IDs contain the same number of digits.Types of syst em IDsID Ident ifies How usedPersonal ID Subscriber or guest Identifies the caller to the system and allows subscribers to listen to messages, leave two-way messages for others, and change their setup options. Guests use the personal ID to exchange two-way messages with their hosts. The personal ID is usually created by adding at least one extra digit (for example, 9) to the front of each individuals extension ID.Extension ID A subscribers mailbox Callers enter the extension to reach a subscriber. The extension ID usually matches the phone extension number, but if two subscribers share the same physical phone extension, they will have two different extension IDs.Box IDTransaction boxesInterview boxesVoice detect boxesOperator boxFax boxesCallers enter these IDs to reach a particular box. Box IDs are also used for automatic routing of calls and in one-key dialing menus.Fax ID Public fax box Calls are routed to this box by using the fax ID. CHAPTER 2: SYSTEM OVERVIEW15SYSTEM IDSTypes of syst em IDs, cont inuedNOTEA security code is not a system ID. A secu-rity code is created by the subscriber, is known only to the subscriber, and is used in conjunction with the personal ID to enhance the security of the voice messaging system.ID Ident ifies How usedDirectory ID Directory menus anddirectory groupsCallers using numeric directory assistance enter the directory ID to access a department or individual. Directory IDs are also used to automatically route calls. Numbered groups ID Message groups Subscribers use this ID to send a message to a numbered message group. Automatic directory IDAutomatic (alphabetic) directory assistanceWhen the automatic directory ID is stated in the opening greeting, callers can use it to reach the systems directory of subscribers.Cont inued 16 SYSTEM MANAGEMENT GUIDESYSTEM IDSInt ernal IDsThere may be occasions when you want to prevent callers from dialing a system ID directly. You can make an ID internal, or hidden, by using a $ (dollar sign) as the first character of the ID. The $ cannot be entered from a phone. The most common use of an internal ID is for routing callers to voice detect boxes, transaction boxes, or interview boxes. For example, the system comes with a public interview box that has the system ID $PM. The $ (dollar sign) prevents callers from entering the public interview box directly, but they can be routed to it automatically when the operator is not available.Defaultsyst em IDsThe voice messaging system comes with certain default system IDs already set up for you. If you decide to change any of these, you must enter the new ID in all the screens where the old ID appears.The table on page 17 lists all default system IDs and the screens where they can be found.CHAPTER 2: SYSTEM OVERVIEW17SYSTEM IDSDefaultsyst em IDs and t heir screen locat ionDefaultsyst em ID Used by Locat ionOPEN Opening box Application screen page 30 (zero) System operator Application screen page 49696 Default system manager Sandy Simmons, extension IDPersonal Directory screen72639 (SANDY) Default system manager Sandy Simmons, personal IDPersonal Directory screen9555 Guest of Sandy Simmons, Les Larson, personal IDPersonal Directory screen555 Automatic (alphabetic) directory assistanceApplication screen page 9411 Departments box Transaction Directory screen700 Sales box Transaction Directory screen800 Technical support box Transaction Directory screen$_FAXBOX Public fax box Application screen page 9$PM Public interview box Transaction Directory screen$VOICE Voice detect box Transaction Directory screen18 SYSTEM MANAGEMENT GUIDESyst em manager overviewAs a system manager, you are responsible for the day-to-day management of the voice messaging system. You most likely will answer questions about the system, as well as add and train new subscribers. Periodi-cally, you may also need to update greetings or back up the systems database. Prot ect ing your syst em and dat aRoutine backups can protect your system and data from an unrecoverable system fail-ure. To back up the system, see Chapter 7, Backing up the voice messaging software, in the Installation Guide. A tape backup package is available for pur-chase with the voice messaging system. To install a tape backup system, see Chapter 9, Installing a tape backup system, in the Installation Guide. Remot e maint enanceYou can maintain the voice messaging sys-tem remotely by using a second, off-site computer. An optional remote maintenance package may be included with the voice messaging system. To learn more about remote maintenance, see Chapter 18, Remote maintenance, in the Installation Guide. Confirming inst alled syst em opt ionsSystem options are the optional packages that you can purchase separately to work with the voice messaging system. To verify which optional packages are installed, per-form the following procedure. To confirm inst alled syst em opt ions1 Go to the Banner screen and press F5. 2 In the Options section, confirm that the appropriate codes are listed for the installed system options. Refer to the fol-lowing table for the codes for all system options. Syst em opt ions CodePhone system integration INTE-Mail Integration EMailHospitality HVMPMS Integration PMSActiveFax FOD, FMMultisite Messaging AMIS, PLUSNETFeature Set Integration FSDial Pulse Detection DPDVB-PC Integration VBPCSerial Integration SIOOAI Integration OAICHAPTER 2: SYSTEM OVERVIEW19SYSTEM MANAGER OVERVIEWPortst at us fields The num bered fields at the upper left of the screen display the voice m essag-ing port num bers and each ports current status or, w hen available, its status setting. The current status changes as ports handle calls. Portselect or (>>) The double arrowindicates w hich port num ber is selected w hen you press F3. You select a port to change it to or fromlocal con-nect status. Local connect status lets you record greetings and prom pts. O nly 12 ports are show n at one tim e.Dat e and t ime The date and tim e are con-trolled by the voice m essaging com puter's inter-nal clock. Keep the date and tim e accurate, because the voice m essaging systemuses this inform ation to indicate the tim e and date of each m essage and report.Mode The current m ode appears betw een the tim e and the date. You see either D A Yor N IG H T,depending on w hether the active schedule (w hich alw ays follow s Schedule #1) is in day m ode or night m ode.Insertindicat or W hen the insert indicator appears just belowthe date and tim e, typed char-acters are inserted into a line. O therw ise, they overw rite existing characters. Press IN SERT to enable or disable this action.Recording t ime The num ber of hours and m in-utes of recording tim e available for newm essages is displayed. For exam ple, 1:15 indicates that the voice m essaging systemhas 1 hour, 15 m inutes of recording tim e rem aining. D epending on the size of the voice m essaging com puter's hard disk, the total tim e available for m essage storage can range froma fewhours to hundreds of hours. Funct ion keys The list of function keys and their actions are displayed along the bottomof the screen. D ifferent screens have different com bina-tions of keys and actions.Banner screen1. Ans5. Ans10: 30amDAY20- Aug- 022. Ans6. Di al I NSERT3. Ans7. A/ DRecordi ngTi me: 112: 124. A/ D8. MsgREPARTEE Copyri ght( c) 2000Acti veVoi ceCorporati on- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -. .. .ACTI VE. VO I CE. .. .- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -F1Hel pF3Sel ectportF5Versi onsALT- ESCShowdesktopF2Si gn- i nF4Local on/ of f ESCExi tCont inued 20 SYSTEM MANAGEMENT GUIDESYSTEM MANAGER OVERVIEWCaring for t he voice messaging comput erProtect the voice messaging computer from potential damage by following these guide-lines: Do not move the computer while the power is on. Be sure to follow the shut-down procedure to avoid damage to the hard drive. Use a surge suppressor or a UPS (unin-terruptible power supply) to protect against sudden variations in electrical power. Do not block the computers cooling vents. Be sure that the computers cables are located where they cant be stepped on, tripped over, or damaged.Set t ing up and cust omizing t he syst emThe chapters in this guide follow the order of the voice messaging system screens. Pro-cedures appear with their related screens, field descriptions, and field values. Set up and customize your system by following the order of the voice messaging screens.Report s and t roubleshoot ingThe voice messaging system has a variety of reports available for system maintenance and tracking. See Using reports to monitor your system on page 484 for more informa-tion. This guide also provides lists of corrective actions for problems you may encounter with your voice messaging system. See Troubleshooting overview on page 510 for more information.TrainingAs a system manager, you may be required to train subscribers, system operators, hotel staff, and other system managers. See Training overview on page 558 for guide-lines and suggestions on training these dif-ferent audiences.CHAPTER 2: SYSTEM OVERVIEW21Signing in and signing outThe voice messaging system requires that you sign in to the system as a system man-ager before you can change any system settings. Many of the procedures in this guide assume that you have already signed in to the system.If the voice messaging system has been shut down, restart it and then perform the fol-lowing procedure to sign in to the system. To sign in to t he syst em1 From the OS/2 desktop, press CTRL+ESC. In the Windows list, select Voice mail for OS/2. Or, if the Awaiting a Key screen saver appears, press any key.2 At the Banner screen, press F2.3 Type your system manager ID (given to you by the technician who installed your system), and press ENTER. If you are a system manager, your personal ID serves as your system manager ID.4 If prompted, type your security code and press ENTER.To sign outof t he system1 Press ESC until you see the message Are you sure you want to sign out to the Banner screen?2 Typey to confirm that you want to sign out.Shutting down and restarting the system......28See also22 SYSTEM MANAGEMENT GUIDEEst ablishing and t erminat ing a local connect ionA local connection is a direct audio connec-tion to the system through the phone line, achieved by calling the port directly from the voice messaging system. This type of connection is necessary for recording greet-ings and prompts. When establishing a local connection, con-sider using a phone near the console, so that you can record greetings and use the console keyboard at the same time.To establish a connection, perform the next procedure, To establish a local connec-tion.After you have established a connection, if you hang up the phone between recordings, you end the call and partially terminate the connection. If the phone is mistakenly hung up between recordings, press F4 to release the port and then perform the next proce-dure, To establish a local connection, to re-establish the connection. When there is no activity for approximately 6 minutes, the local connection automati-cally disconnects. To terminate a local con-nection yourself, perform the procedure To terminate a local connection on page 23.To est ablish a local connection1 Call the voice messaging system using a phone located near the console. You must be able to speak into the phone and reach the console keyboard at the same time.2 In the port status section, in the upper-left corner of the Banner screen, note which port takes the call.If you do not see the port answering your call and the voice messaging system has more than 12 ports, press CTRL+F3 to view the port status for the additional ports.The message RINGING appears, fol-lowed by DAY ANSWER or NIGHT ANSWER, when the voice messaging system answers the line. If you are on a busy system, you may have to wait until a port is free.3 After the system answers, press F3 repeatedly until the port selector (>>) appears next to the port that answered your call. 4 Press F4 to connect locally. The port sta-tus changes to Local connect, and any message the system is playing stops. CHAPTER 2: SYSTEM OVERVIEW23ESTABLISHING AND TERMINATING A LOCAL CONNECTIONTo t erminat e a local connect ion1 Press F4 to end the local connection. 2 Hang up the phone. 24 SYSTEM MANAGEMENT GUIDEMoving bet ween screensThe voice messaging system is organized into six or more main screens, depending on the features of your system. Each screen contains one or more pages. The bottom section of each screen displays a list of the most frequently used naviga-tional keystrokes for that page or screen.The following table lists simple commands that let you move from screen to screen. Navigat ional keyst rokes for moving bet ween screensPress To go t oCTRL+A Application screen page 1CTRL+D Personal Directory screenCTRL+G Groups screenCTRL+T Transaction Directory screenCTRL+P Voice Prompt Editor screenCTRL+S Switch Setup screenCTRL+N Remote Network Site screenCTRL+F Fax Library screenCTRL+H Hotel Guests screenF5 Previous screenF6 Next screenESC Sign-out dialog boxCHAPTER 2: SYSTEM OVERVIEW25Moving wit hin a screenEach screen in the voice messaging system may contain one or more pages of related fields. Use the following keys to move between fields and between pages of a screen.Navigat ional keyst rokes for moving wit hin a screenPress ToTAB Go to the next field or menu option.SHIFT+TAB Go to the previous field or menu option. PAGE UP Go to the previous page.PAGE DOWN Go to the next page.SPACEBAR Turn on or off the current option on the Access Code Options screen.ENTER Save the current entry and move to the next field.ESC Undo a change before leaving a field.CTRL+K Erase all data in the field to the right of the cursor.DOWN ARROWGo to the next line.UP ARROW Go to the previous line.RIGHT ARROWGo to the next field.LEFT ARROW Go to the previous field.26 SYSTEM MANAGEMENT GUIDESyst em informat ion changes by phone and consoleYou can change most system information both from the console and from the phone.Syst em informat ion changes by consoleWithin each page of each screen, informa-tion is organized, entered, and changed in fields. In most cases, the fields are named.The field you are working in is highlighted. You can change the information in any field by typing over it. When you leave a field, the data in that field is saved.If you want to undo changes before leaving a field, press ESC. The original information in that field is restored.The status line at the bottom of every screen describes the field values that are available for the highlighted field.Syst em informat ion changes by phoneAs system manager, you can change the sys-tem settings without signing in at a console. Call the system and sign in with your per-sonal ID and security code. After you sign in, you can check your messages, change your setup options, or access the system manager options. Menu users can go directly to the system manager conversa-tion by pressing 0 (zero) on the main menu. The system manager conversation consists of five questions or menu options, which are shown in the table on page 27. Each question has a shortcut key, shown in parentheses next to the question. To skip to that set of options immediately, press the shortcut key during the system manager conversation.CHAPTER 2: SYSTEM OVERVIEW27SYSTEM INFORMATION CHANGES BY PHONE AND CONSOLEPhone menu opt ionsMenu opt ion MeaningWould you like to change a mailbox? ( 4 ) Lets you add a new mailbox, determine whether a mailbox has a security code, delete security codes, and delete a mailbox. If you delete a mailbox, all of the transaction boxes, guests, private groups, interview boxes, and messages owned by that mailbox are also deleted.Would you like to change the opening greetings? ( 5 )Lets you switch to or from alternate mode, and change the day, night, or alternate greetings of opening greeting boxes.Would you like to change the system schedule? ( 6 ) Lets you change the system clock and date settings, and change schedule #1.Would you like to hear system information? ( 7 ) Lets you hear information about the software version you are using; the system key serial number; the available recording time; the system time, date, and mode; the number of active voice messaging ports; and the driver and firmware versions.Would you like to change the operator settings? ( 8 ) Lets you assign the extension that the operators mailbox or the public fax box is transferred to. Also, you can choose to have the public fax box ask for voice annotation, and have a public message left when a fax arrives.28 SYSTEM MANAGEMENT GUIDEShut t ing down and rest art ing t he syst emSome maintenance procedures require shutting down and restarting the voice mes-saging software. After the voice messaging software is shut down, the system discon-nects each port when the ports current call is finished. The OS/2 desktop includes an icon for restarting the system.Some maintenance procedures may also require shutting down and restarting OS/2. The OS/2 desktop includes an icon for per-forming a shutdown. OS/2 properly closes system files and prepares for the shutdown. If you have programs running, OS/2 will prompt you to exit those programs properly before it shuts down. If the software does not restart properly, or if the voice messaging system is behaving erratically, you may need to shut down and restart OS/2.To shut down and rest artt he voice messaging soft ware1 At the Banner screen, press ESC.2 Typey to exit the voice messaging soft-ware and disconnect all lines.3 Type your system manager ID and press ENTER. The system shuts down each port as it becomes available, and closes the software. 4 At the OS/2 desktop, double-click the Restart Voice Mail icon. If you do not see the OS/2 desktop, press ALT+ESC repeatedly until it appears. CHAPTER 2: SYSTEM OVERVIEW29SHUTTING DOWN AND RESTARTING THE SYSTEMTo shut down and rest artOS/21 Exit the voice messaging software using steps 1 through 3 in the procedure To shut down and restart the voice messag-ing software on page 28.2 On the OS/2 desktop, double-click the Shut Down OS/2 icon. If you do not see the OS/2 desktop, press ALT+ESC repeatedly until it appears.3 If you have programs running, OS/2 will prompt you to exit those programs properly before it shuts down. 4 When the shutdown process is com-plete, restart the computer by pressing CTRL+ALT+DELETE. NOTEThe voice messaging system should restart automatically after the OS/2 computer is rebooted. If the voice mes-saging system does not restart, at the OS/2 desktop, double-click the Restart Voice Mail icon. If you do not see the OS/2 desktop, press ALT+ESC repeatedly until it appears.30 SYSTEM MANAGEMENT GUIDESyst em set upThe following checklist outlines the steps required for setting up and customizing your voice messaging system. St eps for set t ing up and cust omizing t he voice messaging syst em1 Complet e t he sit e informat ion fields.See Chapter 3, Site information, on page 31.2 Setup t he opening greet ing.See Chapter 4, Opening greeting, on page 473 Setup t he operat or set up.See Chapter 5, Operator setup, on page 65.4 Setup t he syst em schedules. See Chapter 6, System schedules, on page 79.5 Setup t he defaultsubscriber. See Chapter 7, Default subscriber, on page 93.6 Setup t he message managementand st orage opt ions.See Chapter 8, Message management and storage, on page 137.7 Setup fax mail. See Chapter 9, Fax mail setup, on page 171.8 Setup Mult isit e Messaging. See Chapter 10, Multisite messaging, on page 189.9 Setup Hospit alit y. See Chapter 11, Hospitality, on page 221.10 Setup subscribers. See Chapter 12, Personal Directory, on page 275.11 Setup groups. See Chapter 13, Groups, on page 325.12 Setup t ransact ion boxes. See Chapter 14, Transaction boxes, on page 345.13 Setup a fax library. See Chapter 15, Fax library, on page 389.14 Cust omize t he syst em conversat ion. See Chapter 16, Voice prompts, on page 415.15 Setup t he phone syst em int egrat ion.See Chapter 17, Phone integration setup, on page 435.Installation Guide: Installation overview, in Chapter 2See also CHAPTER 3: SITE INFORMATION31CHAPTER 3Sit e informat ionSite inform ation overview ..................................32C om pleting the site inform ation.......................34Setting up ports..................................................38Selecting a language for a port........................40Setting up special port options ........................42Setting up the systemfor D ID ...........................4432 SYSTEM MANAGEMENT GUIDESit e informat ion overviewThe system manager completes Application screen pages 1 and 2 to record basic infor-mation and settings that are needed to set up and maintain the voice messaging system.Application screen page 1 provides easy access to basic reference information about the system. This page functions much as the systems registration page because it keeps important traffic and contact infor-mation in one place.The fields on Application screen page 2 pro-vide the settings for each voice messaging system port. Four ports appear at a time. This page has two sections: The top section of the screen provides fields for setting the status, the number of rings before answering a call, and the schedule for each port. The bottom section of the screen pro-vides the fields for setting the default system language, a specific ports lan-guage, and any needed special port options.The setup steps at right show the order in which to set the fields in these two screens and direct you to topics in this chapter for specific setup procedures.Set up st eps for complet ing Applicat ion screen pages 1 and 21 Complet e t he sit es informat ion.See Completing the site information on page 34.2 Setup t he syst em port s.See Setting up ports on page 38.3 Setup port s t o supportmult iple languages.The default language is used by all ports unless otherwise specified. To set up a port separately for a different language, see Selecting a language for a port on page 40.4 Setup special portopt ions.Special port options are required for par-ticular phone system hardware and may be required for TeLANophy. For details, see Setting up special port options on page 42.5 Setup t he syst em for a dedicat ed direct -inward-dial (DID) unit .If the phone system integration uses dedicated DID units, set up the voice messaging system to support these units. For details, see Setting up the system for DID on page 44.CHAPTER 3: SITE INFORMATION33SITE INFORMATION OVERVIEWApplicat ion screen page 11. Ans5. Ans10: 30amDAY20- Aug- 022. Ans6. Di al I NSERT3. Ans7. A/ DRecordi ngTi me: 112: 124. A/ D8. MsgSystemmanagerEASYMADEAPPLI CATI ONPage1of 121. Si tename: Organi zati on' sname2. Contact: Organi zati on' ssystemmanagerPhone#: 555- 555- 5555- - - - - - - - - - - - - - - - - - - - - - - - - - - - - Cal l sAnswered- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -3. Total trunks/ stati ons: 12/ 24Cal l s/ day: 5004. Daycal l sanswered: Al l trunksNi ghtcal l s: Al l trunks5. Al l portsbusyacti on: Ri ng- unti l - answered- - - - - - - - - - - - - - - - - - - - - - - - - - - - - AccessNumbers- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -6. Trunkpi l ot#: 555- 555- 5555#of trunksanswered: 12Al ternatetrunk#s: 800- 555- 55557. Voi ceportstati onsPi l ot#: 500Stati onnumbers: 500- 5088. Faxportstati onsStati onnumbers: 600- 604Applicat ion screen page 2EASYMADEAPPLI CATI ONPage2of 12Port1Port2Port3Port4- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - | - - - - - - - - - - | - - - - - - - - - - | - - - - - - - - - - | - - - - - - - - - - - - - -10. Portstatus: AnsAnsAnsA/ D11. Ri ngstoanswer: 111112. Day/ ni ghtschedul e1111- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - | - - - - - - - - - - | - - - - - - - - - - | - - - - - - - - - - | - - - - - - - - - - - - - -13. Language: USUSUSES Systeml anguage: US14. Openi ngl i neI D: OPENOPENOPENSPAN15. Speci al portopti ons: T1T1T1T134 SYSTEM MANAGEMENT GUIDEComplet ing t he sit e informat ionApplication screen page 1 holds basic refer-ence information about the site and the voice messaging system. The settings of the fields on lines 1 through 6 have no effect on the voice messaging system and are for informational purposes only. However, the fields on lines 7 and 8 do affect the system and must contain accurate information.The phone system administrator typically sets the fields on this page. If any fields are not set, ask the phone system administrator to provide the information so you can enter it by using the procedure To complete the site information fields on page 35.An illustration of Application screen page 1 and descriptions of all fields are available on page 36.CHAPTER 3: SITE INFORMATION35COMPLETING THE SITE INFORMATIONTo complete t he sit e informat ion fields1 On Application screen page 1, in the Site name field, type the organizations name.2 In the Contact and Phone# fields, type the system managers name and phone number.3 In the Total trunks/stations fields,type the number of external phone numbers and the number of stations available on the phone system.4 In the Calls/day field, type the average number of daily calls that the organiza-tion receives.5 In the Day calls answered field, type the appropriate value.6 In the Night calls field, type the appro-priate value.7 In the All ports busy action field, type the appropriate value.8 In the Trunk pilot # field, type the phone number that external callers dial to call the voice messaging system.9 In the # of trunks answered field, type the number of trunks that the voice messaging system answers.10 In the Alternate trunk #s field, type an alternate phone number that external callers can use to access the system.11 On line 7 afterVoice port stations,in the Pilot # field, type the appropriate number.12 On line 7 after Voice port stations, in the Station numbers field, type a phone system extension for each line connected to a voice messaging voice port.13 On line 8 after Fax port stations, in the Station numbers field, type a phone system extension for each line con-nected to a voice messaging fax port.Cont inued 36 SYSTEM MANAGEMENT GUIDECOMPLETING THE SITE INFORMATIONSit e name A ccepts the nam e of the organization at w hich the voice m essaging systemis installed.Cont act A ccepts the nam e of the systemm anager.Phone# A ccepts the phone num ber of the sys-temm anager.Tot al t runks/ st at ions A ccepts the num ber of phone systemtrunks (the phone systemexternal lines) and stations (the phones used at the site).Calls/ day A ccepts the average num ber of calls the phone systemhandles each day.Day calls answered A ccepts one of the follow -ing values. These values indicate w hich calls the voice m essaging systemansw ers based on howthe phone systemis program m ed.A (All t runks) The systemansw ers all incom -ing calls.S (Some calls) A n operator answ ers calls on a set of external lines, and the voice m essaging systemansw ers overflowcalls or incom ing calls on a different set of external lines.F (Forwarded calls) A n operator answ ers all incom ing calls first, then forw ards specific calls to the voice m essaging system .Applicat ion screen page 11. Ans5. Ans10: 30amDAY20- Aug- 022. Ans6. Di al I NSERT3. Ans7. A/ DRecordi ngTi me: 112: 124. A/ D8. MsgSystemmanagerEASYMADEAPPLI CATI O N Page1of 121. Si tename: Organi zati on' sname2. Contact: Organi zati on' ssystemmanagerPhone#: 555- 555- 5555- - - - - - - - - - - - - - - - - - - - - - - - - - - - - Cal l sAnswered- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -3. Total trunks/ stati ons: 12/ 24Cal l s/ day: 5004. Daycal l sanswered: Al l trunksNi ghtcal l s: Al l trunks5. Al l portsbusyacti on: Ri ng- unti l - answered- - - - - - - - - - - - - - - - - - - - - - - - - - - - - AccessNumbers- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -6. Trunkpi l ot#: 555- 555- 5555# of trunksanswered: 12Al ternatetrunk#s: 800- 555- 55557. Voi ceportstati onsPi l ot#: 500Stati onnumbers: 500- 5088. Faxportstati onsStati onnumbers: 600- 604CHAPTER 3: SITE INFORMATION37COMPLETING THE SITE INFORMATIONNightcalls A ccepts the sam e values as the D ay calls answ eredfield. These values indicate w hich calls the voice m essaging systemansw ers, based on howthe phone systemis program m ed.All port s busy act ion A ccepts a value for howthe voice m essaging systemhandles incom ing calls w hen all ports are busy, depending on the program m ing features of the phone system .R (Ring unt il answered) W hen all voice m es-saging systemports are busy, an incom ing call continues to ring until a port becom es avail-able.B (Busy t one) W hen all voice m essaging sys-temports are busy, incom ing callers hear a busy signal.O (Operat or forward) W hen all voice m es-saging systemports are busy, an incom ing call is forw arded to an operator.Trunk pilot# A ccepts the phone num ber that external callers use to reach the voice m essaging system . Leave this field blank if the voice m essag-ing systemansw ers only forw arded calls.# of t runks answered A ccepts the num ber of trunks that the voice m essaging systemansw ers.Alt ernat e t runk #s A ccepts any other pub-lished phone num bers that external callers use to reach the voice m essaging system , such as 800 num bers and service num bers.Voice portst at ions pilot# A ccepts the inter-nal extension or phone num ber that subscribers dial using a systemphone to access the voice m essaging system . This num ber is also know n as the m aster hunt group num ber.Voice portst at ion numbers A ccepts the extension num ber of each phone systemline that is connected to a voice m essaging port (excluding fax and m odemports), in ascending order, sepa-rated by com m as. If the num bers are sequential, type a range separated by a hyphen.Fax portst at ion numbers A ccepts the exten-sion num bers of all phone systemlines that are connected to a voice m essaging fax port, in ascending order, separated by com m as. If the num bers are sequential, type a range separated by a hyphen.38 SYSTEM MANAGEMENT GUIDESet t ing up port sA port is a single incoming phone line answered by the voice messaging system. Voice messaging system ports can answer incoming calls, dial out, or answer direct-inward-dial (DID) calls. To set up each ports actions, see the first procedure, To set up a ports actions.To set up the number of times an incoming call rings before the voice messaging system answers a specific port, see the second pro-cedure, To set up the number of rings on ports that answer calls. Use this setting only on ports that are set up to answer calls and when the voice messaging system serves as a backup for the operator.Each port uses the Day/night schedule field to determine which system schedule to follow. By default the system uses schedule #1 on Application screen page 5. To set up the schedules for the systems ports, see the third procedure, To set up port schedules.To setup a port s actions1 Go to line 10 on Application screen page 2.2 For each port, type the appropriate value that sets up the ports actions and press ENTER.3 To display additional ports, press CTRL+RIGHT ARROW or CTRL+LEFT ARROW.To setup t he number of rings on ports that answer calls1 Go to line 11 on Application screen page 2.2 In each ports field, type the number of rings the system waits before the port goes off hook,and press ENTER.However, if your phone system adminis-trator indicates that your phone system uses pooled ringing, then type0(zero) as the number of rings and press ENTER.3 To display additional ports, press CTRL+RIGHT ARROW or CTRL+LEFT ARROW.To setup portschedules1 Go to line 12 on Application screen page 2.2 For each port, type the number of the schedule that you want to assign the port to. For the schedule numbers, go to Application screen page 5.3 To display additional ports, press CTRL+RIGHT ARROW or CTRL+LEFT ARROW.Setting up schedules.................................. 83See alsoCHAPTER 3: SITE INFORMATION39SETTING UP PORTSPortst at us A ccepts one of the follow ing values to set the ports status. The status indicates howthe voice m essaging systemuses the port to answ er and route calls and to dial num bers for outgoing calls.A/ D (Answer/ dial) A nsw ers incom ing calls and, w hen not answ ering calls, dials out to activate m essage w aiting indicators and to deliver newm essages.A/ L (Answer/ lamp) A nsw ers incom ing calls and, w hen not answ ering calls, dials out to activate m essage w aiting indicators.A/ M (Answer/ messages) A nsw ers incom ing calls and, w hen not answ ering calls, dials out to deliver newm essages.Ans (Answer) A nsw ers incom ing calls.Busy C onnects to dial tone. U se for testing or to tem porarily take a port off line.Dial D ials out to activate m essage w aiting indicators and to deliver newm essages.DID O nly answ ers direct-inw ard-dial (D ID ) calls. The num ber, betw een 0 and 9, rep-resents the num ber of D IDdigits expected on each port. Each port is program m ed w ith the sam e num ber in order for D IDto function cor-rectly.Lamp D ials out to activate m essage w aiting indicators.Msg D ials out to deliver newm essages.Rings t o answer A ccepts the num ber of tim es a call rings before the voice m essaging systemansw ers it.Day/ nightschedule A ccepts the num ber of the schedule you w ant to attach to the port.Applicat ion screen page 2EASYMADEAPPLI CATI O N Page2of 12Port1Port2Port3Port4- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - | - - - - - - - - - - | - - - - - - - - - - | - - - - - - - - - - | - - - - - - - - - - - - - -10. Portstatus: AnsAnsAnsA/ D11. Ri ngstoanswer: 111112. Day/ ni ghtschedul e1111- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - | - - - - - - - - - - | - - - - - - - - - - | - - - - - - - - - - | - - - - - - - - - - - - - -13. Language: USUSUSES Systeml anguage: US14. Openi ngl i neI D: OPEN OPEN OPEN SPAN15. Speci al portopti ons: T1T1T1T140 SYSTEM MANAGEMENT GUIDESelect ing a language for a portPorts can be set up individually for different languages.Organizations can publish sepa-rate phone numbers for each language that is installed.To determine the languages that are installed on the voice messaging system, see the first procedure, To determine the languages that are installed.A multilingual voice messaging system requires that a default language be specified in the System language field. The default language is the language that most callers use. To set the default language, see the sec-ond procedure, To set up the default lan-guage.To create a multilingual voice messaging system, the system manager sets up ports individually for an installed language (con-tact your dealer to install additional lan-guages). To set a language for an individual port, see the third procedure, To set up a language for a port.Alternatively, the sys-tem manager may set up a multilingual voice messaging system with language select boxes.Multilingual voice messaging systems need an opening greeting box for each language (the box is assigned to a port in the Open-ing line ID field on line 14). For details, see Adding multiple opening greeting boxes on page 60.To det ermine t he languages t hat are inst alled1 At the command prompt, go to the sub-directory for prompts. Typically this location is E:\Vmail\Prompt.2 At the command prompt, typedi r * .and press ENTER. The two-letter subdi-rectory names that appear are the same as the two-letter language codes listed in the table on page 41.To setup t he defaultlanguage1 Confirm that the language you want to set up is already installed. Contact your dealer to install additional languages.2 Go to line 13 on Application screen page 2.3 In the System language field, type the two-letter language code for a language, using the table on page 41, and press ENTER.To setup a language for a port1 Confirm that the language you want to set up is already installed. Contact your dealer to install additional languages.2 Go to line 13 on Application screen page 2.3 Move the cursor to the field for the port that you want to set up a language for.4 Type the two-letter language code for a language, using the table on page 41, and press ENTER.Adding a language select box.................. 384See alsoCHAPTER 3: SITE INFORMATION41SELECTING A LANGUAGE FOR A PORTLLanguage A ccepts the tw o-letter code for the language that each port uses.Syst em language A ccepts the tw o-letter code for the default language.Opening Line ID A ccepts the systemIDfor the opening greeting box that answ ers this port.Language codesLanguage Two-let t er code Language Two-let t er codeDanish DKItalian ITDutch NLJapanese JAAustralian English AUBrazilian Portuguese PTNew Zealand English NZArgentinian Spanish ARUK English UKLatin American Spanish LAUS English USMexican Spanish ESCanadian French FCMadrid Spanish EDGerman DESwedish SEHebrew HEApplicat ion screen page 2EASYMADEAPPLI CATI O N Page2of 12Port1Port2Port3Port4- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - | - - - - - - - - - - | - - - - - - - - - - | - - - - - - - - - - | - - - - - - - - - - - - - -10. Portstatus: AnsAnsAnsA/ D11. Ri ngstoanswer: 111112. Day/ ni ghtschedul e1111- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - | - - - - - - - - - - | - - - - - - - - - - | - - - - - - - - - - | - - - - - - - - - - - - - -13. Language: USUSUSES Systeml anguage: US14. Openi ngl i neI D: OPEN OPEN OPEN SPAN15. Speci al portopti ons: T1T1T1T142 SYSTEM MANAGEMENT GUIDESet t ing up speci