Appendix B
Contents
1. Appendix B IMAGEN FEATURE QUICK REFERENCE LISTING B 1 GENERAL B 2 LIST OF FEATURES This section contains an alphabetical list of definitions of IMAGEN features used in this manual APPLICATION GENERATOR The IMAGEN Application Generator AppGen option is a Windows based development tool for programming your IMAGEN system reactions to meet the specific needs of your organization Specific AppGen terms are detailed in the IMAGEN Application Generator User manual Cat No 76 110 0560 H ACD SUPPORT Automatic Call Distribution ACD is an optional feature for the DIGITAL KEY BX or DIGITAL 400 system supported through IMAGEN It allows you to distribute in a number of programmable ways incoming calls to available extensions and agents ANNOUNCER MESSAGES You are able to record announcements to be played to any designated DN or paging zone at a predefined time A message can be a monthly weekly or daily message AUTOMATIC MESSAGE PURGE IMAGEN can be programmed to delete messages which have been on the system beyond a programmable period of time when the amount of available disk space falls beneath a preprogrammed amount 83 130 8050 H Issue 1 AUTOMATIC TAPE BACKUP If your system s computer is equipped with an appropriate backup tape drive the contents of the IMAGEN hard disk or predefined parts thereof can be backed up automatically when the IMAGEN system performs disk maintenance procedures AUTOMATED AT2. HT WORKING MODES This feature allows you to set up different patterns of response by the automated attendant to calls received during working and non working hours You can program whether the DIGITAL KSU or IMAGEN has priority in determining the working mode and under what circumstances DIAL AHEAD Experienced users can dial ahead through the 83 130 8050 H Issue 1 different levels of IMAGEN without listening to the recorded menu IMAGEN continues with the message pertinent to the point reached in the system DIGITAL FAMILY OF SYSTEMS SYSTEM INTEGRATION IMAGEN is totally integrated with the DIGITAL KEY BX and DIGITAL 400 systems This provides a great number of user benefits DIRECT DIALING TO EXTENSION NUMBER Once the automated attendant has answered a call an outside caller can easily access an internal extension by dialing 1 and its extension number DIRECT GROUP MESSAGE A subscriber can record a message to be sent directly to a pre programmed group of mailboxes without having to record it in her own mailbox first and then transfer it to the group DIRECTORY ASSISTANCE You are able to record a telephone directory of user names and extension numbers Callers can access this directory and learn the required extension number to dial DISK MAINTENANCE Weekly programmable hard disk maintenance invoking a customer supplied utility program maximizes hard disk effectiveness and quick access time for recording and rep
3. N to take advantage of the ability provided by DOS to create a virtual disk residing in computer extended RAM memory IMAGEN system messages are then loaded onto the virtual disk automatically created in extended memory The load on the IMAGEN PC is significantly reduced as access to RAM is both quicker and lessens the need for mechanical disk access operations VISUAL MESSAGE REVIEW Subscribers with an Executive station with expanded display are able to view incoming and outgoing messages on their telephone display and can access individual messages without having to listen to prior messages The display listing includes the caller recipient s name or mailbox number and the date and time the message was left sent B 11
4. TENDANT The IMAGEN system serves as an automated attendant to answer calls from outside the DIGITAL KEY BX or DIGITAL 400 system The automated attendant feature provides callers with recorded greetings including information about the called company and its hours of business It provides the necessary instructions for using the IMAGEN integrated voice messaging facility It also provides menus telephone directories and appropriate instructions for reaching the desired destination extension or party AUTOMATED ATTENDANT DIAL BY NAME This feature allows an outside caller to reach the desired party without knowing the person s extension by dialing between one and four letters of the person s first or last name AUTOMATED ATTENDANT EXTERNAL CALL FORWARDING This feature allows mailbox subscribers to have incoming calls forwarded directly to an external location AUTOMATED ATTENDANT CALL ANSWER MODE IMAGEN allows you to program a range of call answering modes containing unique greetings and menus Suitable for different time periods and contexts AUTOMATED INTERVIEW IMAGEN can serve as an automated interviewer of callers on predefined incoming outside lines It asks callers a series of up to eight prerecorded questions and records their replies A ninth message serves as a closing message for the interview CALLER ID ROUTING You can define certain incoming telephone numbers as Caller ID numbers and allocate them specific DN dest
5. caller is at any other stage of operation dialing 0 will assist her by returning her to the previous menu PASSWORD USE OPTIONS Passwords are normally initially assigned by the System Administrator But afterwards each subscriber can change her password at any time You can also eliminate the requirement for passwords if you so choose PERSONAL OPENING GREETINGS Each subscriber can record separate individualized personal opening greetings one to be played to callers who ring her station when her telephone is busy and the other when she is not in her office PLUG CHECK UTILITY You are able to check whether the IMAGEN PC has the protection plug required to run an optional feature attached to the computer parallel port without having to move the computer or strain to see which of the possible protection plug is present Appendix B IMAGEN FEATURE QUICK REFERENCE LISTING PRIVATE DISTRIBUTION LIST Each mailbox owner can have a private list of up to eight mailbox group addressees PRIVATE MESSAGES You can define a message you define as private preventing it from being automatically copied from the destination mailbox to other mailboxes RECORDED ANNOUNCEMENTS The Recorded Announcement RAN feature has two purposes for night announcements when no one is present after which the calling port is disconnected and for announcer plans within ACD to give the caller something to listen to and to be reassured that she or she
6. forwarded to pagers as well as extensions Appendix B IMAGEN FEATURE QUICK REFERENCE LISTING MESSAGE HANDLING OPTIONS CALLER After leaving a recorded message for a busy or no answer extension or in a user s mailbox the caller has the following message options available playback save erase add to rerecord repeat and exit MESSAGE HANDLING OPTIONS SUBSCRIBER Each subscriber has the following options available to her when reviewing messages deposited in her mailbox repeat the message play the next message play the next message and erase the previous one reply copy and send the message in four ways repeat with header information rewind pause and fast forward MESSAGE RECOVERY You can regenerate messages deleted accidentally if you do so within a predefined period of time shortly after the accidental deletion MESSAGE REPLAY ORDER You are able to program IMAGEN to replay either old or new messages first to each mailbox subscriber according to the pattern you feel to be most advantageous to your organization MESSAGE WAITING INDICATION The LED indicator in the MSG button of all types of DIGITAL family of telephones stations is steady on when a message is left for that station On DIGITAL family of telephones stations with display the display indicates that a voice message has been left in the user s mailbox and the number of messages in the mailbox On SLTs the subscriber hears an abbreviated dial tone w
7. g serving as online help This recording details the actions she should perform as she begins to use her mailbox It is also played to existing subscribers who have not yet recorded a personal greeting INTERNAL GREETING The mailbox owner can record a different greeting for calls arriving from internal users This greeting replaces the main mailbox greeting that outside callers hear ISMDR SUPPORT Integrated Station Message Detail Recording ISMDR is an optional feature for the DIGITAL KEY BX or DIGITAL 400 system supported through IMAGEN It enables you to enables you to carry out comprehensive call accounting reporting KSU CLOCK CONTROL This feature ensures the synchronized running of IMAGEN together with the DIGITAL KEY BX or DIGITAL 400 system IMAGEN automatically sends a daily message to the DIGITAL system KSU requesting a time update Since the KSU internal clock is more accurate than the one in the IMAGEN PC this ensures synchronization between the two systems 83 130 8050 H Issue 1 MAILBOX SUBSCRIBER SERVICES Every DIGITAL KEY BX or DIGITAL 400 user can be allocated a mailbox which holds messages received from callers both internal and external IMAGEN users who have mailboxes are referred to as subscribers The IMAGEN system supports up to a maximum of 1000 mailboxes The IMAGEN system provides recorded instructions allowing the subscriber to send receive copy or erase voice messages record a personal ope
8. has not been lost while waiting for the call to be answered You can record up to nine groups of nine announcements which you can organize into announcement programs For ACD groups you can make up to 50 recorded announcements Recorded announcements are recorded and held in a common pool with announcements used for announcer messages REPLY TO EXTERNAL MESSAGE If a system subscriber sends you a message from outside the system upon hearing the message you can immediately activate reply and then specify the sender s mailbox number SERVICE TO NON DTMF CALLERS You can program features which accommodate non DTMF callers depending on the relative prevalence or absence of non DTMF incoming calls in your area You can program IMAGEN for either automatic transfer of the call to an attendant for automatic disconnection of the call or for allowing the caller to decide if she wants to speak to an operator SERVICES TO OUTSIDE CALLERS An incoming caller using a DTMF telephone is prompted by recorded instructions as to the IMAGEN services available and how to obtain them These prompts are supplied with the IMAGEN system The caller is offered the following options to dial an extension directly to camp on the call at a busy B 9 83 130 8050 H Issue 1 extension and wait for it to become free to leave a voice message in the subscriber s mailbox to use the Automated Attendant Dial By Name feature to use Single Digit Diali
9. hen she picks up the handset and the message lamp if there is one flashes MULTILINGUAL CAPABILITY IMAGEN can be programmed to operate in up to ten different languages according to customer needs This is especially useful for organizations which must handle frequent international calls MULTIPLE IMAGEN KSU COMMUNICATION PORTS When equipped with two IMAGEN and OCD cards IMAGEN has the ability to communicate with the DIGITAL KEY BX or DIGITAL 400 system via more B 7 83 130 8050 H Issue 1 than one RS232 communication port simultaneously This feature as an example allows System Dial By Name data to be sent separately from other IMAGEN messages distributing system load and providing faster response time NEW OLD MESSAGE PLAYBACK The IMAGEN subscriber can specify whether to listen to new messages or old messages as needed NON INTERRUPTING SYSTEM EXIT With IMAGEN the technician can perform a soft non interrupting exit whereby IMAGEN ports currently in use are not disconnected immediately This allows users to complete their sessions without interruption before the system operation terminates OPERATOR ASSISTANCE HELP At any stage in call handling a caller can dial 0 to obtain assistance If a caller is in either the MAIN Menu the BUSY EXTENSION Menu the NO ANSWER AT EXTENSION Menu the EXTENSION ASSISTANCE Menu or the MESSAGE Submenu dialing 0 brings the personal assistance of a human operator If a
10. ility to users of the Executive station with Expanded Display A caller can dial the desired party or leave a message in a system mailbox without knowing or needing to look up the person s extension number simply by dialing their name or a prefix of their name SDBN can be tailored to the specific needs of each Appendix B IMAGEN FEATURE QUICK REFERENCE LISTING organization and can be easily programmed and updated SYSTEM OPENING GREETINGS You can record separate greetings to be played to callers dialing into IMAGEN during office hours and after office hours respectively When the tenant feature is operative each tenant can have its own set of distinctive greetings TENANT SUPPORT IMAGEN like the DIGITAL KEY BX and DIGITAL 400 systems supports up to four tenants Each tenant is given a different set of opening greetings day and night hours control source single digit routing and many other system features UNHEARD MESSAGE AUTOCOPY When the system detects that a message hasn t been heard after a predefined maximum period of time the message is automatically copied to a special mailbox of unheard messages for the attention of the person designated to handle such messages URGENT MESSAGE A message sent to a subscriber can be labeled as urgent When a subscriber hears the new messages received urgent messages are played first VIRTUAL DISK FOR SYSTEM MESSAGES The Virtual Disk for System Messages feature allows IMAGE
11. inations When IMAGEN recognizes a Caller ID Appendix B IMAGEN FEATURE QUICK REFERENCE LISTING number as having been pre programmed in the system it routes the call directly to the corresponding DN This frees the user from having to manually dial the required extension CALL RECORDING If a subscriber s DIGITAL family of systems station is programmed with a CALL RECORD button she can record an external or internal telephone call Afterwards she can send copies of the recording to other mailboxes as well as make use of it for her own needs CALL SCREENING If a subscriber s DIGITAL family of systems station is programmed with a CALL SCREEN button she has the ability to screen both external and internal calls see who or what number is ringing and answer only the desired calls CAMP ON A caller to a busy extension can camp on to that extension until the extension becomes free The call is then completed between the extension and the initiating caller CAMP ON RECALL If an extension on which a call is camped on remains busy for more than a predefined time the caller is returned to the automated attendant When this occurs the caller hears the personal opening greeting of the called party DAY NIGHT CONTROL COORDINATION This feature ensures the synchronized running of IMAGEN with the DIGITAL KEY BX or DIGITAL 400 system Day night control programming assigns which system determines the IMAGEN working mode DAY NIG
12. laying voice mail messages If IMAGEN does not find the commercial utility program on the IMAGEN PC but the IMAGEN PC is using DOS Version 6 x IMAGEN invokes the DOS SCANDISK and DEFRAG command to accomplish the same goal DISK SPACE REPORTING You are able to obtain information as to the amount of available recording time left on the IMAGEN hard disk at any time You are thus able to better maintain and if necessary purge the system as required ELECTRONIC BUSINESS CARD Electronic Business Card feature is used primarily for the establishment of System Dial By Name directories but you can set up all kinds of other Appendix B IMAGEN FEATURE QUICK REFERENCE LISTING directories as well Examples are a help directory or a product listing directory for the use of telephone inquiries FLASH SIGNALING BEHIND PABX CENTREX IMAGEN will initiate the flash signaling required for processing calls from within the system to an outside party on an external line behind Centrex or a PABX FUTURE DELIVERY You can record a message and have IMAGEN send it to a specific mailbox at a later date and time HEADER OPTIONS IMAGEN can prefix if so programmed all calls recorded in a mailbox with the date and time of their arrival It can also prefix if so programmed messages left by other mailbox owners with the name of the sender HELP FOR NEW USERS Each new user assigned a mailbox for the first time receives a voice message recordin
13. ng to reach selected extensions and to get operator or directory assistance SINGLE DIGIT ROUTING You are able to assign single digit routing status to four by default extensions departments or hunt groups This allows a caller served by the automated attendant to press only one button and directly reach the desired department or party SOFTKEY USE ON EXECUTIVE STATIONS Due to the total integration of IMAGEN with the DIGITAL KEY BX and DIGITAL 400 systems softkeys and adjacent prompts on the Executive station with expanded display provide station users with screen instructions for easy operation of many IMAGEN features SPECIAL TEMPORARY GREETINGS Each subscriber can record a special temporary greeting which supersedes the regular no answer and busy greetings until erased This feature is especially useful for example for periods of personal vacations or other extended absences SYSTEM ADMINISTRATOR FUNCTION One or more system subscribers are designated as the System Administrator s As system administrator you are responsible for allocating and maintaining subscriber mailboxes and for programming IMAGEN operating parameters and features You use both a DIGITAL family of systems station or DTMF telephone and the IMAGEN PC to carry out system programming SYSTEM DIAL BY NAME System Dial By Name SDBN provides dial by name capability to all extensions and a more sophisticated dial by name and directory information fac
14. ning greeting activate the message header time tag and message reminder facilities direct message reminder calls from IMAGEN to home or other remote follow me destinations screen incoming calls index old messages for future retrieval record any internal incoming or outgoing calls fast forward calls to a second telephone record messages to be sent directly to a group of other mailboxes and program reminder messages at regular intervals MESSAGE ANNOTATION When you copy or transfer a message you received to another subscriber you can attach your own personal annotation message or messages Example Anna You may be interested in the following message received yesterday MESSAGE AUTO RECORD When an internal user dials an extension and gets either a busy or a no answer tone the user is able to press the IMAGEN VOICE MSG softkey to record a message into the dialed extension s mailbox MESSAGE CERTIFICATION You can have IMAGEN inform you the moment a message you sent was heard indicating the date and time you sent the message Example Your message to John sent on January 21 8 15 AM was heard MESSAGE FORWARDING OPTIONS IMAGEN can forward messages to subscriber programmable extensions It verifies the follow me number entered by repeating back to the subscriber the dialed digits The Fast follow me feature means that the message is forwarded under most circumstances within one minute Messages can be
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