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NP Receptionist Manual

1. CP 6537 Test Setup Set Up NP Receptionist Test Configuration CP 6539 Tests Test Intermediate Attendant Call Processing CP 6542 Test Mailbox Treatment Ty peS s2 2 s 2 2 secconse see cnee ase cseeasaece CP 6541 Test NP Receptionist Setup 0 2 02 05 CP 6540 copyright 2002 Mitel Networks Corporation 25 Mitel NuPoint Messenger Technical Documentation Release 7 0 CP 6535 np Receptionist Configuration This procedure sets the values for parameters that NP Receptionist uses to process calls and to interact with mailboxes Set the parameters by entering the values that you wrote on NP Receptionist Worksheets 2 through 4 see Chapter 2 Procedure Steps Display the Receptionist Menu 1 Reach the NuPoint Voice Configuration Main Menu then go to the NuPoint Voice Configuration Online Menu in the active or inactive configuration Select inactive if you just made a change through the Offline Menu and have not yet activated the configuration or active if you have already activated the configuration Reference Menu Map 2 Select E Modify Active Configuration or F Modify Inactive Configuration Prompt Online menu Response Specify the line group for NP Receptionist Select G Group Selected Prompt Enter a group number Response The number of the line gro
2. The default value is R Note If the Attendant s extension number does not terminate in an H for hang up and the call to the Attendant s number does not complete due to Busy RNA Rejected or Failure condition then NP Receptionist looks at the Attendant s extension failure condition and follows the failure treatment that is specified for the extension originally called Busy Treatment The Busy treatment tells NP Receptionist what to do with incoming calls when the extension is busy Choices are the same as for the RNA treatment This parameter applies to Extension Treatment Types only Reject Treatment The Reject treatment tells NP Receptionist what to do with screened calls that are rejected by the called party Choices are the same as for the RNA treatment If R is chosen be sure to set the Redial Menu to Use see the next section to a selection other than R This parameter applies to Extension Treatment Types only Redial Menu to Use This parameter applies to Extension Treatment Types only When R redial is selected as the treatment for any of the failure conditions RNA Busy or Reject and the caller simply waits the Redial Menu to Use offers the following options R redial M message A assistance and D disconnect The default value is M Table 2 6 shows the text of each redial menu copyright 2002 Mitel Networks Corporation Mitel NuPoint Messenger Technical Documentation Rel
3. Specify the trigger digit if Dial by Name is desired or e Specify the signal digit if off system messaging is desired 4 If desired enable Call Placement Reference CP 3306 5 If desired configure for transfer to a system attendant Reference CP 5020 6 If any of the following are desired define an administrator s mailbox Reference CP 3303 e Master distribution lists e Company greetings and alternate greeting e Phone administration 7 If any of the following are desired define an attendant s mailbox Reference CP 3304 e Collecting or preventing unaddressed messages e Message of the day e Site tutorial 8 If desired prevent unaddressed messages Reference CP 5023 9 If desired enable multiple messages for outside callers Reference CP 5022 10 Set a default language for prompts if other than English Reference CP 3312 copyright 2002 Mitel Networks Corporation 31 Mitel NuPoint Messenger Technical Documentation Release 7 0 11 If desired enable Dial by Name Reference CP 3309 Code the dialing plan with an A in the digit position that triggers a prompt about spelling the name e Set the Dial by Name parameters e Include feature bit 92 user will be in Dial by Name database in the FCOS assigned to mailboxes 12 Configure the mailbox passcode parameters Reference CP 5021 Ch 10 13 Verify that the configuration is correct Reference CP 5015 Ch 1 14 If you chose the inac
4. S 7 S S S S S Fl S F38 S Directory number dial string Attendant xfer string E Dial string S 1 F30 for Return on Called Party Refused F Dial string S S S S S S S S S S S for Return on Called Party Busy G Special OH R R R OH actions on Reorder Tone Encountered H Dial string S S 1 S S S S S S S S F30 S for Return on Called Party RNA Extension and Trunk Treatment Types for Mailboxes Treatment types are instructions to NP Receptionist for processing calls to mailboxes Treatment types are configured for each mailbox that uses NP Receptionist If no treatment type is configured the NP Receptionist default treatment is to play the mailbox greeting Treatment types are either extension or trunk NP Receptionist offers 16 extension and trunk treatment types ten of which are defaults The administrator can configure six additional treatments e An Extension treatment type provides instructions for processing incoming calls to mailboxes The Extension treatment type specifies whether or not NP Receptionist should screen calls menus options to play actions to take 1 when the extension rings but there is no answer 2 when the extension is busy and 3 when a screened call is rejected by the called party e A Trunk treatment type provides instructions for processing mailboxes d
5. RNA Busy Reject Screen Auth t Code TE Treatment 1 A D R R R Y 2 Tratmet2 A D R R R N 3 Treatment3 A A R R R Y 4 Treatment4 A M R R R Y 5 Treatments A M M M R N 6 Treatment6 A M M M M Y I 7 Treatment7 A R M R M Y 1 8 Treatmet8s v R R R M Y 9 Treatment9 A R R R R N 10 Treatmentio A M A A A Y Copyright 2002 Mitel Networks Corporation 22 Mitel NuPoint Messenger Technical Documentation Release 7 0 Trunk Treatment Types Like extension treatment types trunk treatments types have an index number a name authorized period s and authorization code For a discussion of these parameters see the Extension Treatment Types parameters This section describes the parameters that are unique to trunk treatment types Connect Criteria This parameter applies to Trunk Treatment Types only The connect criteria are the conditions under which a trunk call is considered to have connected successfully with the called party The default value is C for cut through which means that all trunk calls that are outdialed are considered to be successful You must use this when the PBX cannot provide supervision of outside lines Other choices are T where the call is successful if it is answered by a computer tone or a dial tone and R where a ring back tone indicates that the trunk call has gone through Failure Treatment This
6. Response Press F10 to edit the mailbox information 9 Setall applicable parameters for the subordinate mailbox the same as for a standard mailbox except for the GCOS 10 Assign the same GCOS to the subordinate mailbox that you assigned to the tree mailbox Prompt Group Response The number of the GCOS 1 64 that contains groups shared by the tree mailbox and all its subordinate mailboxes Or use an affinity GCOS 65 32 000 where the tree mailbox and all subordinates have the same GCOS number 11 Disable the tutorials in each subordinate mailbox copyright 2002 Mitel Networks Corporation 35 Mitel NuPoint Messenger Technical Documentation Release 7 0 Prompt Tutorial Response N to disable the tutorial 12 Save changes to the subordinate mailbox by pressing F10 13 Configure all subordinate mailboxes as just described 14 Exit Mailbox Maintenance when done with all mailboxes by pressing F9 15 Create distribution list 1 for the tree mailbox just configured adding as members all the subordinate mailboxes Reference Reference and Configuration Manual 16 Record an appropriate greeting in the tree mailbox and all child mailboxes Nested Tree Mailbox 1 Choose the subordinate mailbox that you want to be a tree mailbox 2 Configure the mailbox through the Mailbox Maintenance Menu as described earlier in this procedure 3 Create distribution list 1 for the nested tree mailbox just configured adding as m
7. Print the extension list 3 Change the Receptionist dial string if desired Select R Change Receptionist Dial String Prompt New Receptionist Dial String Response New dial string A Receptionist Dial String can vary from 1 16 digits 0 9 A D The dial string is sent by an integrated NuPoint Voice port when a Receptionist port is forwarded to it This is usually used to tell the Receptionist port to hang up by putting a into the dial string 4 Exit to save your changes CP 3311 Configure a Tree Mailbox This procedure describes how to configure a simple tree mailbox and a nested tree mailbox Procedure Steps 1 Complete a Mailbox Worksheet and a Tree Mailbox Diagram Blank worksheets are at the end of this manual 2 Reach the Mailbox Maintenance Menu Enter the requested information as described in the following steps from your completed Mailbox Worksheets Reference Menu Map 3 Using the Scrolling I nterface 3 Identify the tree mailbox Select C Create New Mailboxes Prompt Mailbox to create Response Number of the new mailbox or Select M Modify Mailboxes Prompt Mailbox to modify Response Number of the existing mailbox Note Prompts are almost the same for creating a new mailbox and modifying an existing one except that New precedes each prompt when you select Modify Mailboxes copyright 2002 Mitel Networks Corporation 33 Mitel NuPoint Messenger Technical Document
8. R to redial the call Save values and return to the Receptionist Menu Repeat steps 1 to 7 of this section until you have configured all the trunk treatment types you need 9 Exit to the Configuration Main Menu 10 Activate the configuration if you have been working in the Offline inactive configuration or the Online inactive configuration or Exit to the Main Menu 11 Configure NP Receptionist extensions if desired Reference CP 6537 CP 3301 nuPoint Voice Configuration This procedure summarizes the steps necessary to configure the messaging functions of NP Receptionist Note CP references in this procedure are all in the Reference and Configuration Manual Procedure Steps 1 Go to the NuPoint Voice Configuration Online Menu in the active or inactive configuration Select inactive if you just made a change through the Offline Menu or active if you did not Reference Menu Map 2 copyright 2002 Mitel Networks Corporation 30 Mitel NuPoint Messenger Technical Documentation Release 7 0 Select E Modify Active Configuration or F Modify Inactive Configuration 2 Schedule company greetings Use the Day Night Menu to Reference CP 5024 e Designate the start of the work day e Designate the end of the work day e Designate the weekend 3 Establish a dialing plan If no star prefix is desired use the Dialing Plan Menu Ifa star prefix is desired use the Star Prefix Dplan Menu to Reference CP 5002
9. Please enter an extension number or wait for assistance Procedure Steps Set Up Telephone Sets 1 Setup three telephone sets Station A Station B and Station C as shown in Figure 1 2 Record the extension numbers of Stations B and C You will be associating mailboxes with these telephones 3 If desired set up a Console Attendant phone Connect a PBX line to the NP Receptionist port Record the Reception II extension number Figure 1 NP Receptionist Test Configuration Add Phoneline Exceptions 1 Reach the Phoneline Exceptions Menu Reference Menu Map 10 2 Add phoneline exceptions Select A Add exceptions Prompt Keep entering triplets then enter lt CR gt on a line by itself line triplets to change Response Line triplet of an NuPoint Messenger server phone port connected to the PBX or a range of line triplets if your SL 1 ports are contiguous Prompt Command Response 9 Ringing Timeout Prompt Value Response 11 3 rings Prompt Command Response 11 Speak Timeout copyright 2002 Mitel Networks Corporation 37 Mitel NuPoint Messenger Technical Documentation Release 7 0 Prompt Value Response 1 for quicker response from NP Receptionist Create Mailboxes for Tests 3 Create a mailbox with the following characteristics e Mailbox number Station B s extension number Day or Night Treatment type the treatment type 1 16 that you wish to test e Mailbox s extension
10. allows the recipient to answer the message simply by pressing the 2 or A for answer key Flexible Rerouting of Calls When a call does not go through users can have their calls routed to a personal attendant s number to the Console Attendant or to their personal mailboxes or they can choose to have NP Receptionist play one of four redial menus You can choose different routings for Busy Ring No Answer and Rejected calls for calls to extensions and call failure for calls to trunks Customized Treatments for I ndividual Users You can group together call processing options to make up to 16 treatment types or call processing instructions that allow an administrator to provide users with the call processing options that they want Treatments types are stored in the mailbox data file and the administrator can easily change a treatment type Separate Day and Night Weekend Call Treatments for I ndividual Users Each mailbox can store separate Day and Night Weekend treatment types NP Receptionist checks the user s mailbox for the correct treatment type before processing an incoming call Directory Menu Capabilities You can use mailboxes with tree class of service to build directories or menus which direct outside callers to the appropriate extension or mailbox within the system The tree mailbox can allow the user to access a chain mailbox which plays a mailbox greeting then prompts the caller to enter an extensio
11. are Treatment 1 Treatment 2 and so on see Table 2 1 The administrator can give more descriptive names to the default or new treatment types Authorized Period s The authorized period restricts access to a mailbox and to its associated extension trunk number to a certain time period such as daytime hours only The default authorized period is A all Other selections are D day only or N night weekend only Callers who try to access an extension at a time that is not within the authorized period hear the message I m sorry that number is not available for access at this time You set day night hours in the Day Night Menu This selection is not used for ordinary day night treatment variations The Administrator can select different day and night weekend treatment types to provide these variations Authorization Code An authorization code requires that every caller enter this code to access the extension or trunk that has this treatment type An authorization code is used only for special circumstances such as to restrict access to a modem or to a WATS line Table 2 4 shows the characters that you can use in any combination within an authorization code Table 2 4 Authorization Codes Code Meaning through 9 Keys on an ordinary pushbutton telephone A through D Fourth column DTMF keys on special telephones M The caller can gain access by entering any valid mailbox number P The caller must input a valid
12. configuration Use the nsta lation and Service Manual appropriate for your platform for an actual server installation and the Reference and Configuration Manual for NuPoint Voice software configuration Task Lists Task lists follow Reference chapters that include procedures Use the task list starting with a principal task shown in boldface to install and configure NP Receptionist Each task listed is described in more detail in a procedure The task list is alphabetized which helps most readers find the desired task and procedure quickly No particular sequence of tasks is implied Procedures Procedures follow the task list in the Reference chapter Follow the steps in the Procedures CPs to accomplish the desired tasks Readers familiar with a NuPoint Messenger server can use the CPs as a checklist if desired while readers new to a NuPoint Messenger server can use CPs for step by step instructions A reference line in each CP contains pointers when necessary to supplemental information such as another procedure another manual a technical reference or a menu map Each CP is numbered for document identification and referencing numbering does not indicate a copyright 2002 Mitel Networks Corporation Mitel NuPoint Messenger Technical Documentation Release 7 0 sequence of performance A numerical list of all CPs in this manual is also provided It gives each CP s title Chapter number and which other procedures eith
13. information on how Receptionist is to handle given calls Mailbox Message Prompt Greeting Name The Mailbox Message Prompt value determines what message the caller hears if the called party is not available If the default value of G for greeting is chosen the caller hears the mailbox owner s personal greeting If N for Name is chosen the caller hears the prompt Please leave a message for name recorded in mailbox If no name was recorded for the mailbox the caller hears Please leave a message for mailbox number PBX Console Operation PBX Console Operation provides the option to specify that the initial welcome greeting be replaced by a short dial tone to prompt the operator that NP Receptionist is ready to receive the extension number PBX Console Operation is set to the default value of N when normal NP Receptionist call processing is desired CAUTION Do not change the default unless you specifically want to replace greetings with a short dial tone PBX Dial String Definitions NP Receptionist simulates the actions of ahuman console attendant Since different PBX s have different console operator protocols certain coding must be entered into the NP Receptionist configuration file to tell NP Receptionist how to process calls under all the possible conditions using signals understood by the PBX Pre programmed dial strings for eleven different PBXs ROLM CBX Northern Telecom SL 1 AT amp T Dimensio
14. mailbox number and its corresponding passcode Up to 10 characters are allowed for each authorization code The default value is blank no Copyright 2002 Mitel Networks Corporation 20 Mitel NuPoint Messenger Technical Documentation Release 7 0 authorization code needed Screen Calls This parameter applies to Extension Treatment Types only When instructed to screen calls NP Receptionist asks every caller for his or her name then puts the caller on hold calls the desired extension announces the name and gives the called party the opportunity to accept or reject the call The default value is Y yes Entering N disables this feature Ring No Answer RNA Treatment The Ring No Answer RNA treatment tells NP Receptionist what to do when an extension rings but no one answers it This parameter applies to Extension Treatment Types only Table 2 5 shows the code choices for the RNA treatment Table 2 5 Ring No Answer Treatment Coding Choices Code Meaning A Caller is transferred to the Attendant s extension number that is stored in the mailbox data file If no Attendant s extension number has been specified the caller is transferred to the Console Attendant M Caller is prompted to leave a message in the called party s mailbox R The redial menu that is selected under Default Treatment on RNA and Busy Calls is played and NP Receptionist follows the caller s instructions
15. modifying and creating mailboxes refer to the Reference and Configuration Manual NP Receptionist Extensions In an integrated NuPoint Messenger Server and PBX system you can configure NP Receptionist to answer a call to the main company number In addition to the main number you can configure other NP Receptionist extensions to form a hunt group such that if the main number is busy the next call goes to another NP Receptionist extension Note You configure NP Receptionist extensions through the System Maintenance main menu option Automated Receptionist Extensions NP Receptionist Worksheets This section provides information on how to use NP Receptionist worksheets The worksheets are in the Worksheets section at the end of this manual Worksheet 1 If NP Receptionist is integrated with a PBX system you may not have to assign a separate line Copyright 2002 Mitel Networks Corporation 24 Mitel NuPoint Messenger Technical Documentation Release 7 0 group for NP Receptionist To determine if you need to assign a line group to NP Receptionist refer to the manual for your integration e Ifyou assign a separate line group for NP Receptionist complete both Offline Parameters and Online Parameters sections of NP Receptionist Worksheet 1 e Ifthe integration manual for the PBX switch at your installation site instructs you to configure Receptionist through the integration application menu complete only the Online Parameters sec
16. options for the caller NP Receptionist can also allow direct access to an extension directly and or call forwarding to a mailbox without NP Receptionist assistance Day Night Greetings You can record separate customized greetings for day answering and night answering You can configure hours and days that comprise Day and Night Weekend to suit the requirements of the individual installation NP Receptionist can handle day calls differently from night calls Copyright 2002 Mitel Networks Corporation Mitel NuPoint Messenger Technical Documentation Release 7 0 Configurable Prompts Languages System prompts are available in English American Australian New Zealand UK French German Japanese Korean Mandarin Spanish Mexican Spanish and Portuguese Automatic Outdialing to Trunks When callers dial an internal extension number NP Receptionist can automatically route the call to an outside number for example a modem number Call Screening Automatic Announcement for Users Mailbox users can choose to have all their calls screened A mailbox user who calls another mailbox user can press the star key plus his or her own mailbox number in reply to the prompt Whom may say is calling NP Receptionist automatically announces the name that is recorded in the mailbox If the call is not answered or is rejected by the user any message that is left is recorded from the caller s mailbox This
17. require users to have an authorization code to use mailboxes with the current treatment type Select A Authorized Code Prompt Authorized Code 0 9 A D M P Response The code shown on your worksheet 4 Change connect criteria or failure treatment values if desired Select T Trunk Type Setup copyright 2002 Mitel Networks Corporation 29 Mitel NuPoint Messenger Technical Documentation Release 7 0 Prompt Current index number 1 is set to EXTENSION type Do you want to change to TRUNK type Y N Response Y to change the index number to trunk type Select C Connect Criteria C T R C Prompt C Connect Criteria C T R E Response C to tell NuPoint Voice to assume that the connection is successful T to expect a dial or modem tone R to expect a ring back tone Select F Failure Treatment R A M R Prompt F Failure Treatment R A M R Response R to go into the Redial Menu A to call the attendant M to drop into NuPoint Voice to take a message 5 Exit to the Trunk Extension Treatment Types Menu to save the values 6 If desired specify where the caller is to be routed after a Busy or Ring No Answer condition when the caller does not enter any new instruction Select D Redial Menu to Use Prompt Redial Menu to Use M A D R D Response M to call extension s mailbox in 3 seconds A to call the PBX attendant in 6 seconds D to disconnect from Receptionist after 6 seconds
18. the appropriate Console Access Code has been dialed NP Receptionist executes the Post DN string then waits for the internally programmed greeting to be played Note Do not program a G wait for greeting or a T wait for dial tone into the Post DN string internal NP Receptionist programming does not allow a successful transfer to the console attendant if a G or T appears in this string When an H appears in the Post DN string every call that NP Receptionist makes is a blind transfer NP Receptionist transfers the call without invoking treatment types connect strings or return strings Connect Dial String on Called Party Accept NP Receptionist uses this dial string to connect a caller with the called party in the following Copyright 2002 Mitel Networks Corporation 17 Mitel NuPoint Messenger Technical Documentation Release 7 0 situations e When call screening is not configured for the extension dialed e When there is no mailbox associated with the extension dialed e When a mailbox is configured for call screening and the call is answered and accepted by the called party There is no default for Connect Dial String on Called Party Accept since the automatic release is usually sufficient to connect the caller with the called party If a dial string is entered but later it is necessary to reset the value to no string entering a period erases the dial string Dial String for Return on Called Party Refused This dia
19. the arrow keys Tab key or Enter key to move around the screen stopping at parameters you wish to change Reference Reference and Configuration Manual 5 Assign an FCOS designed for a tree mailbox Prompt Features Response 15 the default Tree FCOS or The number of a customized FCOS that contains all the features of a typical tree mailbox If you want callers who do not enter a digit promptly after the tree mailbox greeting to be routed to the first subordinate mailbox include feature bit 120 default to first child of tree mailbox in the mailbox FCOS If you want these callers to be routed to the ast subordinate mailbox include feature bit 186 default to last child of tree mailbox in the mailbox FCOS 6 Assign the same GCOS to the tree mailbox that is assigned to its subordinate mailboxes Prompt Group Response The number of the GCOS 1 64 that contains groups shared by the tree mailbox and all its subordinate mailboxes Or use an affinity GCOS 65 32 000 where the tree mailbox and all subordinates have the same GCOS number 7 Press F10 to save your changes or if you made a mistake press F9 to cancel your changes 8 Configure the first subordinate mailbox the mailbox that callers should be routed to through the tree mailbox Follow the same steps as in configuring the tree mailbox except as listed below Prompt Mailbox Response The number of the first subordinate mailbox Prompt Mailbox 00000000nnn
20. the time period under the following circumstances e A caller waits for assistance before dialing an extension e A call fails to go through after the caller has entered an extension assistance is required and there is no attendant s extension number in the mailbox data file Console access codes are PBX dependent and can be determined by actually transferring a call to the operator from a station set Table 2 1 shows the coding choices available Table 2 1 Day Night Access Codes Code Meaning 0 9 Numbers and characters on a standard DTMF keypad A through D _ Fourth column DTMF keys Start pulse dialing Stop pulse dialing resume tone dialing T Wait for dial tone S l Switch hook flash l F l Switch hook flash and wait for dial tone Pause one second l H Hang up go on hook Note Do not program a G wait for greeting into a PBX Console Attendant Day or Night Access Code or into the Pre DN string or Post DN string internal NP Receptionist programming does not allow a successful transfer if a G appears in any of these strings The default dial string is OH for both the PBX Console Attendant Day Access Code and the PBX Console Attendant Night Access Code This string means issue DTMF zero then hang up For most PBXs this is sufficient to transfer the call to the Attendant The NP Receptionist day or night dialing access code proceeds in the following s
21. to screen calls or take messages e Transfer a caller to a voice mailbox When a call comes in NP Receptionist takes the call then transfers the call as required NP Receptionist can make blind supervised or screened transfers Blind transfer The system releases the call hangs up after dialing the extension used for transferring to extensions that do not have a mailbox on the system e Supervised transfer The system stays online until the caller gets through to the desired extension If the extension is busy or rings but does not answer teferred to as Ring No Answer RNA in the rest of this manuat _NP Receptionist pulls back the call and the caller can choose to leave a message in the called party s mailbox or be transferred to another extension Screened transfer NP Receptionist asks for the caller s name then notifies the called party about the call and the called party can choose to accept or reject the call Again if the call is rejected the caller can leave a message in the called party s mailbox or be transferred to another extension The options available to a caller transferring to another extension or leaving messages in mailboxes are configured by the system administrator NP Receptionist Features NP Receptionist has the features described in the following paragraphs Console Attendant Functions NP Receptionist can answer incoming calls screen them dial an extension for the caller or play menu
22. Delete Digits Table and Offset Table Ideally extension numbers are identical to the mailbox numbers within a system For instances where they do not match NP Receptionist must convert extension numbers to mailbox numbers using values contained the Delete Digits Table and the Offset Table Delete Digits Table The delete digits table is a string of numbers that represent from left to right extension numbers copyright 2002 Mitel Networks Corporation 12 Mitel NuPoint Messenger Technical Documentation Release 7 0 that begin with 1 through 9 The number shown at each position indicates the number of digits that NP Receptionist must delete from an extension to convert it to a mailbox number The digits are deleted in the order received For example if the number in the Delete Digits table is 2 NP Receptionist deletes the first two digits that it receives Example If the delete digits table is 0 0 0 1 0 0 0 3 0 No leading digits are deleted from extensions that begin with 1 2 or 3 that is they are unchanged e One leading digit is deleted from all extensions that begin with 4 for example 4657 becomes 657 Extensions that begin with 5 6 or 7 are unchanged e Three leading digits are deleted from extensions that begin with 8 for example 8657 becomes 7 e Extensions that begin with 9 are unchanged The default Delete Digits table is 0 0 0 0 0 0 0 0 0 which means that all extension numbers are passed through unc
23. Extension Treatment Types Menu to save the values 7 lf desired specify where the caller is to be routed after a Busy or Ring No Answer condition when the caller does not enter any new instruction Select D Redial Menu to Use Prompt Redial Menu to Use M A D R D Response M to call extension s mailbox in 3 seconds A to call the PBX attendant in 6 seconds D to disconnect from receptionist after 6 seconds R means to redial the call 8 Exit to the Receptionist Menu to save your changes Repeat steps 1 to 8 of this section until you have configured all the extension treatment types you need 10 Exit to the Configuration Main Menu 11 Activate the configuration if you have been working in the Offline inactive configuration or the Online inactive configuration or Exit to the Main Menu Set Trunk Treatment Types 1 Reach the Trunk Extension Treatment Types Menu Reference Menu Map 13 Select C Current Index Number Prompt Current Index Number Response The index number of a trunk treatment type from Worksheet 4 Select N Name of Current Index Prompt Name of Current Index treatment 1 Response The name that corresponds to the index number you entered in the previous step 2 Limit mailbox access to either days or nights weekends if desired Select P Authorized Periods Prompt Authorized Periods A N D Response A for any D for day only N for night and weekend only 3 If desired
24. Mitel NuPoint Messenger Technical Documentation Release 7 0 NP Receptionist Manual Optional Feature 2700 1286 B1 Contents Copyright 2002 Mitel Networks Corporation Distributed Courtesy of sss PROMEMO Se IitiNnNcCoORPORATED http www promemoinc com P O Box 1899 Brentwood CA 94513 Main 925 513 7510 Fax 925 775 7039 Support support promemoinc com Sales sales promemoinc com General info promemoinc com Copyright 2002 Mitel Networks Corporation Mitel NuPoint Messenger Technical Documentation Release 7 0 About This Manual This manual describes how to configure the NP Receptionist software in any of the NuPoint Messenger servers e Model 640 e Model 120 e Model 70 Who Should Read This Manual This manual is intended for technicians and administrators who are responsible for configuring the NP Receptionist application on the NuPoint Messenger server How to Use This Manual This manual contains detailed reference information a list of tasks that you can perform a collection of procedures for performing the tasks and reader aids such as menu maps Reference Chapters Use the material in chapters 1 through 6 for detailed inquiry into the installation and configuration of NP Receptionist in a NuPoint Messenger server These chapters discuss how components are related elaborates on concepts gives operational details and contains all necessary tables and figures about
25. The mailbox dialing plan for messaging functions is discussed in the Reference and Configuration Manual P Dialing Plan 4 4 4 4 4 4 4 0 0 D Delete Digits 0 0 0 0 0 0 0 0 0 F Offset Table T Timeout for Receipt of First Digit 1 seconds 0 Y PBX Console Attendant Day Access Code 0H Z PBX Console Attendant Night Access Code 0H PBX Dialing Plan The dialing plan controls the extension numbers that an outside caller dials to reach a user A caller reaching NP Receptionist hears the prompt Please enter an extension number or wait for assistance When the caller enters a number NP Receptionist checks the input against the PBX copyright 2002 Mitel Networks Corporation 11 Mitel NuPoint Messenger Technical Documentation Release 7 0 dialing plan If the number conforms to the PBX dialing plan NP Receptionist proceeds to delete any leading digits and add any offsets that are specified see Delete Digits Table and Offset Table later in this chapter NP Receptionist then checks the mailbox dialing plan If the result is a valid mailbox number NP Receptionist checks the mailbox data file and dials the Mailbox s Extension Number set up by the administrator The call is then processed according to the instructions configured for that mailbox If the result is not a valid extension NP Receptionist dials the number that was originally input by the caller then hangs up The dialing pla
26. Trunk Treatment Types parameter tells NP Receptionist what to do with a trunk call if the connect criteria are not met The choices for failure treatment are the same as those for the RNA parameter for Extension Treatment Types A Caller is transferred to the Attendant s extension number that is stored in the mailbox data file If no Attendant s extension number has been specified caller is transferred to the Console Attendant M Caller is prompted to leave a message in the called party s mailbox R The redial menu that is selected under Redial Menu to Use see below is played and NP Receptionist follows the caller s instructions Note If the Attendant s extension number does not terminate in an H for hang up and the call to the Attendant s number does not complete then NP Receptionist looks at the Attendant s extension failure condition and follows the failure treatment that is specified for the extension originally called Modifying or Creating Mailboxes After completing the setup for Receptionist the system administrator must modify existing mailboxes or create new ones so that system users can use NP Receptionist Mailbox NP Receptionist I nteraction The administrator must enter the following data for a mailbox so that it can interact with NP Receptionist e Receptionist day treatment copyright 2002 Mitel Networks Corporation 23 Mitel NuPoint Messenger Technical Documentation Release 7 0 e R
27. abled 3 Repeat steps 1 and 2 for the other time period to be sure that greetings and assistance call processing are correct for both day and night weekend hours Test Dialing Plan Refer to NP Receptionist Worksheet 2 1 For each leading digit that does not have a zero in the dialing plan call at least one extension with the correct number of digits and one extension that is incorrect to be sure that NP Receptionist accepts the valid extension number and rejects the invalid one 2 When the dialing plan specifies V for variable length test several lengths to be sure that they are accepted 3 Enter one extension number for each group of extensions that show a zero in the dialing plan NP Receptionist should reject all such extensions 4 Repeat steps 1 through 3 for the other time period to be sure that greetings and assistance call processing are correct for both day and night weekend hours Test Mapping If delete digits or offsets are set for any group of extensions enter the number of the called party test extension into the extension field of a mailbox that will be reached by this mapping If the number is mapped correctly the test extension will ring Follow this procedure for each group of mailboxes with leading digits that specify mapping 5 Repeat steps 1 through 3 for the other time period to be sure that greetings and assistance call processing are correct for both day and night weekend hours Test C
28. all Screening Call Accepted 1 Dial NP Receptionist from Station A Be sure that NP Receptionist answers with the appropriate greeting Enter the mailbox number of Station B When NP Receptionist says I will ring called party Whom may say is calling say your name NP Receptionist says Please hold 4 Leave Station A off hook and listen on the butt set for e Pre DN string dialing e Extension number dialing copyright 2002 Mitel Networks Corporation 42 Mitel NuPoint Messenger Technical Documentation Release 7 0 5 6 e Post DN string dialing e Ringing Count the number of rings Answer the call at Station B Listen for Hello you have a call from your name Press A to accept the call R to refuse it Press A Listen on the buttset while NP Receptionist dials the Connect dial string on called party accept Menu 8 then releases the call Adjust this string if Station A fails to connect with Station B Call Screening Call Rejected 1 Dial NP Receptionist from Station A Be sure that NP Receptionist answers with the appropriate greeting Enter the mailbox number of Station B When NP Receptionist says I will ring Called Party Whom may say is calling say your name NP Receptionist says Please hold Leave Station A off hook and listen on the butt set for e Pre DN string dialing e Extension number dialing e Post DN string dialing e Ringing Count
29. ation Release 7 0 To leave an existing parameter setting unchanged just press Enter to go to the next prompt 4 Set the remaining mailbox parameters the same as for a standard mailbox except for the FCOS and GCOS Reference Reference and Configuration Manual 5 Assign an FCOS designed for a tree mailbox Promp Features class of service EE Respo 15 the default Tree FCOS nse Or The number of a customized FCOS that contains all the features of a typical tree mailbox If you want callers who do not enter a digit promptly after the tree mailbox greeting to be routed to the first subordinate mailbox include feature bit 120 default to first child of tree mailbox in the mailbox FCOS If you want these callers to be routed to the ast subordinate mailbox include feature bit 186 default to last child of tree mailbox in the mailbox FCOS 6 Assign the same GCOS to the tree mailbox that is assigned to its subordinate mailboxes Prompt Group class of service Response The number of the GCOS 1 64 that contains groups shared by the tree mailbox and all its subordinate mailboxes 7 After responding to the last mailbox parameter the system displays the mailbox configuration then prompts for the next mailbox number At this point the parameter settings for the tree mailbox are saved 8 Configure the first subordinate mailbox the mailbox that callers should be routed to through the tree mailbox Prompt Mailbox to
30. cial Actions on Reorder Tone Encountered dial string When NP Receptionist receives a reorder tone it returns to the caller says I m sorry called party s name did not answer then follows the RNA treatment of the called party s mailbox e Adial string can be entered to direct the call to an assistance number or to a number where the caller can report that the extension is malfunctioning e If no string is found here NP Receptionist treats the call like a dead line the Dial String for Return on Failure to Connect is dialed and the caller is told That is not a valid extension number Please enter another extension number There is no default Special Actions on Reorder Tone Encountered dial string If a dial string is entered but later it is necessary to reset the value to no string enter a period to erase the dial string Default Settings for Pre Programmed Dial Strings Table 2 3 lists the default values in the Default menu and the default values for each dial string group that is pre programmed for a specific PBX These settings can be modified Copyright 2002 Mitel Networks Corporation 18 Mitel NuPoint Messenger Technical Documentation Release 7 0 Table 2 3 Default Values for PBX Dial String Groups ROLM NT ATT Mitel NEC Cen Fujitsu Hitachi Telex Siem Option pas CBX SL 1 Dim SX 2400 trex Focus DX 1001 Saturn A Post h Directory number dial string B Pre S
31. create or Mailbox to modify Response The number of the first subordinate mailbox 9 Set all applicable parameters for the subordinate mailbox the same as for a standard mailbox except for the GCOS 10 Assign the same GCOS to the subordinate mailbox that you assigned to the tree mailbox Prompt Group class of service Response The number of the GCOS 1 64 that contains groups shared by the tree mailbox and all its subordinate mailboxes 11 Configure all subordinate mailboxes as just described 12 Disable the tutorials in the child mailboxes Change only the tutorial setting to no press Enter to skip the other fields Reference Reference and Configuration Manual 13 Create distribution list 1 for the tree mailbox just configured adding as members all the subordinate mailboxes Reference Reference and Configuration Manual 14 Record an appropriate greeting in the tree mailbox and all child mailboxes Using the Full Screen I nterface copyright 2002 Mitel Networks Corporation 34 Mitel NuPoint Messenger Technical Documentation Release 7 0 3 Identify the tree mailbox Select C Create Modify Delete Mailboxes Response You are placed in the Mailbox Maintenance entry screen Enter the number of the new or existing mailbox Prompt Mailbox 00000000nnn Response Press F10 to edit the mailbox information 4 Set the remaining mailbox parameters the same as for a standard mailbox except for the FCOS and GCOS Use
32. ease 7 0 Table 2 6 Redial Menu Coding Choices Code Meanin R Press zero for assistance Press star to hold for called party s name the system rings the extension again every 10 seconds but does continuously monitor the line Enter another extension number or wait to leave a message M Enter another extension number Press zero to return to the Attendant or wait to leave a message D Press star to leave a message zero to return to the Attendant or enter another extension number A Press star to leave a message enter another extension number or wait for assistance NP Receptionist hangs up after 3 tries Note Administrators may choose only one redial menu for each treatment type any failure condition where Redial is specified Busy RNA Reject causes NP Receptionist to play the same redial menu Redial menu R is not a suitable treatment for RNA or rejected calls since a user who rejects a call does not want the caller to instruct NP Receptionist to continually redial his or her number When selecting a Redial Menu to Use for RNA and Reject Treatments M Force to Mailbox or A Force to Assistance are the appropriate choices Default Extension Treatment Types Table 2 7 shows the values for the ten default extension treatment types preconfigured in NP Receptionist Table 2 7 Default Extension Treatment Types Index Name Time Defaul
33. eceptionist night treatment e The extension number that Receptionist should dial when the mailbox is called the trunk number is entered here when applicable Note Some mailboxes have no associated extensions For example the mailbox that plays the specials of the day for a business is a greetings only mailbox for which you do not want to assign an extension e An extension pre dial index when the extension number or trunk number to be dialed exceeds 15 characters e An attendant s extension number and pre dial index if necessary this number is called when assistance is chosen for any failure treatment Special Mailboxes for Single Digit Access You can configure a single digit access menu for NP Receptionist This menu allows a caller to press a single digit to get to specified mailboxes For example the single digit menu might provide the following choices e To dial an extension press 1 e For this week s training schedule press 2 e For a customer service representative press 3 For this menu you configure the Administrator s mailbox as a tree mailbox that allows the user to press a single digit to access other mailboxes In the example given pressing 1 accesses a chain mailbox to dial an extension or dial by name Pressing 2 accesses a greetings only mailbox that plays the week s training schedule Pressing 3 accesses a number answered by a customer service representative For instructions on
34. ed to NP Receptionist Copyright 2002 Mitel Networks Corporation 10 Mitel NuPoint Messenger Technical Documentation Release 7 0 Parameter Groups NP Receptionist instructions or parameter values fall into three main groups e Line group assignment index number name and number of lines in the line group For information on line groups refer to the Reference and Configuration Manual e Messaging functions or the handling of greetings and messages from callers The line group uses the same information that is provided for the NuPoint Voice application which are discussed in the Reference and Configuration Manual e NP Receptionist call processing functions The administrator sets call processing instructions for NP Receptionist in the Receptionist Menu shown in Figure 2 1 Instructions on reaching this menu are in the procedures section of this chapter following the discussion of call processing parameters Receptionist D Dialing Plan Options F Flow Options P PBX Dial String Definitions T Trunk Extension Treatment Types Figure 2 1 Call Processing Menu Options NP Receptionist Call Processing Parameters This section discusses the parameters shown in Figure 2 1 Dialing Plan Options This section discusses the dialing plan for the automated attendant functions of NP Receptionist If NP Receptionist is integrated with the PBX system then this dialing plan must match the PBX dialing plan
35. embers all the subordinate mailboxes related to the nested tree mailbox Reference Reference and Configuration Manual 4 Record a greeting in the nested tree mailbox CP 6537 create a Single Digit Access Menu This procedure configures a single digit access menu Use this procedure to give callers quick access to frequently called departments or persons Procedure Steps 1 Using the following tree structure create the required mailboxes Reference CP 3311 Administrator s Mailbox Tree ae Option 2 Option 3 Mailbox Mailbox Chain copyright 2002 Mitel Networks Corporation 36 Mitel NuPoint Messenger Technical Documentation Release 7 0 Assign FCOS 15 to the administrator s mailbox Configure the other mailboxes as subordinate mailboxes in a tree configuration if one of the options allows the user to dial an extension or dial by name assign FCOS 8 to the mailbox Sample subordinate mailboxes Option 1 Dial an extension or dial by name Option 2 Technical Support Option 3 Job Hotline Reference CP 3311 CP 65339 set Up NP Receptionist Test Configuration The procedure summarizes the procedures for testing NP Receptionist configuration The test setup uses three 2500 sets designated as Station A Station B and Station C The test Console Attendant is the actual Attendant if any who provides assistance to callers who wait in response to the prompt
36. equence e Execute the Pre Directory Number Pre DN dial string that is set under PBX Dial String Definitions the Pre DN string usually contains all the instructions for the transfer e Dial the appropriate PBX console attendant access code e Execute the Post Directory Number Post DN string then wait for a greeting NP Receptionist programming always appends a G to the end of the Post DN string after a PBX Console Attendant Access Code has been dialed The default day and night console access codes are blind transfers which are available only if the PBX allows a blind transfer to the operator A blind transfer means NP Receptionist releases the call before the greeting starts Instructing NP Receptionist to release the call after dialing the number ensures that the PBX does not continue the transfer when the caller has decided to hang up If there is no PBX console attendant during the day or during night weekend hours entering a period deletes the access code for that time period When there is no access code the caller who waits in response to the prompt Please enter a mailbox number or wait is prompted to leave a message in the attendant s mailbox NP Receptionist thanks the caller and hangs up if the attendant s mailbox has also been deleted copyright 2002 Mitel Networks Corporation 15 Mitel NuPoint Messenger Technical Documentation Release 7 0 Flow Options The Flow Options parameters contain
37. er call it or are called by it Menu Maps and Other Navigation Aids Most of the documents in the NuPoint Messenger document library have menu maps You can refer to these document navigation aids at any point to help you reach a menu Worksheets You will find blank worksheets in the end of this manual Instructions for completing the worksheets are in the Reference chapters Many of the CPs assume you have completed the appropriate worksheet Conventions Used in This Manual The procedures in this manual use the following conventions to describe how you enter NP Receptionist configuration information and how information is displayed on the NuPoint Messenger server console Press Enter Press the Enter key For example Press Enter if the current number is correct On some keyboards this key is labeled Return or has a return arrow lt 1 on it Enter Type the text shown then press the Enter key For example Enter the line number 1 24 means type a number from 1 through 24 and then press the Enter key bold Words or characters in bold type indicate either a value to be entered by you exactly as shown or when used to indicate a variable entry describe the type of value to be supplied by you See example above What you select from A displayed prompt a displayed menu for information Select G Current Group So Prompt Enter a group number Response Number of the line group 1 24 to be used for the appl
38. er the mailbox number of Station B NP Receptionist says I will ring Called Party Whom may say is calling if there is call screening Please hold When NP Receptionist returns to Station A choose the assistance option Listen on the butt set for e Pre DN string dialing including the switch hook flash e Attendant s extension number dialing e Post DN string dialing Menu 8 e Ringing 7 Answer station C NP Receptionist should announce Hello You have a call for Called Party e If Mailbox B s treatment type specifies call screening NP Receptionist will issue the call screening prompts Accept the call Troubleshooting 1 Check switch hook flash timing If the NuPoint Voice program does not put Station A on hold before dialing the switch hook flash timing may be too short if Station A is disconnected almost immediately the switch hook flash timing is too long See the Phoneline Exceptions section of your nsta lation and Service Manual for instructions on adjusting Telephony Parameter 23 flash time 2 Ifa dial string in step 6 fails go back into the reconfiguration program and adjust the dial string programming Reference CP 6535 3 If the treatment type does not perform as expected go back into the reconfiguration program and change the treatment type Reference CP 6535 CP 6541 Test Mailbox Treatment Types This test plan verifies that the extension and trunk treatment types that you have conf
39. figuration menu press X Exit until the Main Menu appears Accepting Defaults e To accept a default displayed in a prompt just press Enter e To accept a default displayed in a menu no action is necessary Copyright 2002 Mitel Networks Corporation Mitel NuPoint Messenger Technical Documentation Release 7 0 Avoiding Automatic Exit CAUTION The NuPoint Messenger server times out after 15 minutes This means that if you do not enter anything at the console for 15 minutes the server automatically exits from the current program When this happens all work that has not been saved on the disk is lost To avoid being timed out and losing your work follow these steps 1 When you need time to think write down the name of the current menu Exit to the server Main Menu When you want to continue your work enter the appropriate menu options to regain your place If you find that the server has timed out follow the steps below If your screen is blank press any key to reactivate the screen and then continue with these steps 1 Press any key to start the login sequence Enter your user ID and password if requested Starting from the Main Menu enter menu options to proceed to the menu from which the server timed out 4 Reenter data as needed to regain lost work Quitting an Entry Session At any point during entry of offline or online parameters you can quit Quitting discards all parameter entries you ha
40. hanged If you need to make changes to this table record the new table on NP Receptionist Worksheet 2 at the end of this chapter Offset Table To complete the conversion of an extension number to a mailbox number NP Receptionist can add an offset after deleting any leading digits The offset can be positive or negative Offset tables are numbered 1 through 9 The default values for each offset table is 0 as shown in Figure 2 2 The table number refers to the leading digit of the extension number before any digits are deleted Table 1 shows the offset to be added to extensions that begin with 1 If the extension is 1678 the offset value read is the one in Table 1 even if during the conversion the leading digit might be deleted Table 2 specifies the offsets for extensions that begin with 2 and so on OFFSET s Table offset for 1 0 Table offset for 2 0 Table offset for 3 0 Table offset for 4 0 Table offset for 5 0 Table offset for 6 0 Table offset for 7 0 Table offset for 8 0 Table offset for 9 0 Figure 2 2 Offset Table copyright 2002 Mitel Networks Corporation 13 Mitel NuPoint Messenger Technical Documentation Release 7 0 Example For example if the offset value for Table 5 is 25 the mailbox number for extension 560 25 is 585 How NP Receptionist Uses These Tables The following examples shows the process of transforming extension numbers to mailbox numbers Exa
41. ialing numbers that are not answered by a person long distance calls in zones that do not require a 1 to initiate the call for example When the number is dialed NP Receptionist either receives a response that indicates that the connect criteria have been met or failure to connect When it receives a failure to connect response NP Receptionist then proceeds with the specified failure treatment Copyright 2002 Mitel Networks Corporation 19 Mitel NuPoint Messenger Technical Documentation Release 7 0 Extension Treatment Type Parameters This section describes extension type parameters Index Number Each treatment type is represented by an index number When creating modifying a mailbox the Administrator enters this number to select the treatment type Index Name Each treatment type has an index name that corresponds to an index number To be useful index names should adequately describe the treatment type For example an extension treatment type that screens calls and plays redial menu M for all failure conditions Busy RNA Rejected could be named screening redial M Up to 24 characters are allowed for each index name When creating a mailbox the Administrator is prompted for day and night treatment types The online help text for these treatment types is a display of index numbers followed by the corresponding index names For example the ten default treatment types have index numbers 1 to 10 and their names
42. ication What you enter in response to the prompt Note Unless otherwise stated press Enter after each response you enter copyright 2002 Mitel Networks Corporation Mitel NuPoint Messenger Technical Documentation Release 7 0 Reader Advisories Reader advisories used in this manual are shown below Note Information especially useful in relation to this procedure CAUTI ON Information that helps you prevent equipment or software damage CAUTI ON Information that helps you avoid electrostatic discharge ESD damage to the equipment WARNI NG Information that helps you prevent an interruption to telecommunications traffic WARNI NG A hazard that can cause you personal injury DANGER Warns of a condition that could severely injure or kill you SOPS Before You Start This manual assumes that you are familiar with using a console and keyboard This section describes how to use the NuPoint Messenger server effectively Console Tips and Techniques The tips and techniques offered in the following paragraphs can make configuration entry sessions at the NuPoint Messenger server console more productive Viewing Menus e When you finish entering a value for a parameter the server displays an abbreviated form of the current menu called the short menu To view the complete current menu when a short menu is displayed just press Enter To return to the Main Menu from any NuPoint Voice con
43. idual mailboxes NP Receptionist checks these instructions when directing a call to the mailbox and handles the call according to these instructions Call Flow and Call Processing Figures 1 1 to 1 5 show the basic NP Receptionist call flow and call processing Typical Call Transfer Figure 1 1 shows a typical call flow for a call transfer to a called party A caller dials the company main number Receptionist picks up the call and greets the caller then asks the caller to dial an extension The caller dials the extension NP Receptionist then transfers the call Typically NP Receptionist supervises the transfer NP Receptionist on the line until the called party answers the phone then releases the call hangs up If the extension has no associated mailbox NP Receptionist releases the call as soon as the caller dials the extension Leaving a Message NP Receptionist allows the user to dial an extension If the called party is not available NP Receptionist gives the caller an option to leave a message Figure 1 1 shows this call flow copyright 2002 Mitel Networks Corporation Mitel NuPoint Messenger Technical Documentation Release 7 0 Figure 1 1 NP Receptionist Supervised Call Transfer Screened Transfer NP Receptionist asks the caller for his her name then notifies the called party about the call and the called party can choose to accept or reject the call Again if the call is rejected the caller can leave a message in
44. igured process calls correctly in the following situations e Busy e Ring No Answer RNA e Call screening The test plan also tests whether the trunk treatment types that you have configured process calls correctly in the following situations e Successful connection e Failure treatment on Busy copyright 2002 Mitel Networks Corporation 39 Mitel NuPoint Messenger Technical Documentation Release 7 0 Procedure Steps Busy Take Station B the Called Party off hook 2 Dial NP Receptionist from Station A the Calling Party Be sure that Receptionist Il answers with the appropriate greeting 3 Enter the mailbox number of Station B NP Receptionist says I will ring Called Party Whom may say is calling if the treatment type has call screening Please hold 4 Listen on the butt set for e Pre DN string dialing e Extension number dialing e Post DN string dialing A busy tone e Return string e NP Receptionist s response to the failure condition Ring No Answer RNA 1 Dial NP Receptionist from Station A Be sure that NP Receptionist answers with the appropriate greeting 2 Enter the mailbox number of Station B NP Receptionist says I will ring Called Party Whom may say is calling if the treatment type has call screening Please hold 3 Listen on the butt set for e Pre DN string dialing e Extension number dialing e Post DN string dialing e Ringing Count the
45. l string is used to reconnect to the caller when call screening is in effect and NP Receptionist has successfully connected with the extension but the called party has refused the call The default Dial String for Return on Called Party Refused is which tells NP Receptionist to wait two seconds before doing anything else The two second delay gives the called party time to hang up his her phone For most PBXs this action is sufficient to reconnect the caller with NP Receptionist If no dial string is needed enter a period Dial String for Return on Called Party Busy or RNA When NP Receptionist dials an extension and the call does not go through because a busy or reorder tone is encountered or because there is no answer or because silence on the line indicates that the extension number is not valid the Dial String for Return on Called Party Busy or RNA is used to tell the PBX to reconnect NP Receptionist with the caller The default dial string is S which means that NP Receptionist issues a switch hook flash and then waits one second before doing anything else If no dial string is needed enter a period Special Actions on Reorder Tone Encountered This dial string tells NP Receptionist what to do when an extension is dialed and a reorder tone is encountered e Some PBXs return a reorder tone when an extension is set to Do Not Disturb If NP Receptionist is integrated with this type of PBX enter R for the Spe
46. mple 1 Assume Delete Digits 0 0 1 0 0 2 0 0 0 Table offset for 3 50 This means that NP Receptionist transforms an extension that begins with 3 to a mailbox number using the following procedure 3275 extension that was entered 275 delete one leading digit 50 add signed offset from Table 3 225 mailbox number Under the same circumstances extension 3276 is converted to mailbox number 226 3280 is converted to mailbox number 230 etc Example 2 Assume Delete Digits 0 0 0 0 0 0 0 0 0 Table offset for 1 200 This means that any extension number that begins with 1 maps as follows 17 extension that was entered do not delete any leading digits 200 add signed offset from Table 1 217 mailbox number Timeout for Receipt of First DTMF Digit This is a timing parameter that the administrator can configure to allow a pause before NP Receptionist starts processing digits that a caller dials The default timeout value is 0 indicating that the feature is turned off The timeout value is anumber between 0 and 50 in tenths of a second PBX Console Attendant Day Night Access Code copyright 2002 Mitel Networks Corporation 14 Mitel NuPoint Messenger Technical Documentation Release 7 0 The PBX console attendant day and night access codes usually contain a system attendant number to which a caller is transferred during the configured time period NP Receptionist dials the appropriate string for
47. n Mitel SX AT amp T System 75 85 NEC 2400 Centrex Fujitsu Focus Hitachi DX Telex 1001 and Siemens Saturn can be selected from the Online Configuration Menu If the PBX at the installation site is not shown on the menu the dial strings must be programmed in the Default PBX Options Menu The easiest way to determine the proper coding for each dial string is to attach phone sets to three PBX extensions one for the caller one for the called party and one for simulating the actions of the PBX console operator then follow the steps that are given in the descriptions below Pre Directory Post Directory Number Dial String The directory number in the Pre Directory Post Directory Number Dial String refers to the extension number associated with a mailbox number The Pre Directory Number Dial String puts the caller on hold so NuPoint Voice can dial the PBX attendant The Post Directory Number Dial String is the number or letter code that NP Receptionist dials after the extension has been dialed Table 2 2 shows Pre Directory Post Directory Number coding choices copyright 2002 Mitel Networks Corporation 16 Mitel NuPoint Messenger Technical Documentation Release 7 0 Table 2 2 Pre Directory Post Directory Number Codes Code Meaning 0 9 Numbers and characters on a standard DTMF keypad A through D _ Fourth column DTMF keys Start pulse dialing Stop pulse dialing resume tone dialing Wait for dial tone Swi
48. n is a string of nine numbers The first number in the string shows the number of digits allowed for extensions that begin with 1 Each number that follows gives the number of digits allowed for extensions that begin with 2 through 9 A V at any position indicates that the number of allowable digits can have up to eleven for that position is variable NP Receptionist accepts any extension input with that particular leading digit The system uses a three second timeout to determine when input is finished Dialing Plan Example 0 4 3 3 3 A V 0 0 The values indicate the number of digits allowed for extensions starting with digits 1 through 9 The sample dialing plan is interpreted as follows for extensions that begin with the numbers listed e 1 no extensions starting with 1 e 2 must have four digits for example 2112 e 3 through 5 must have three digits for example 303 415 504 6 A makes 6 the dial by name access digit e 7 the number of digits is variable for example 798 7734 765379 8and 9 no extensions start with 8 or 9 If the PBX dialing plan is 3 3 3 3 3 3 3 0 0 all extensions that begin with digits 1 through 7 must have three digits No extensions start with the digits 8 or 9 This disallows pressing 8 or 9 to dial out from NP Receptionist in addition the Administrator mailbox number default 998 and Attendant mailbox number default 999 cannot be reached from NP Receptionist
49. n number Single Digit Access You can configure this menu capability so that after the main greeting plays NP Receptionist allows single digit access to selected departments and specific extensions copyright 2002 Mitel Networks Corporation Mitel NuPoint Messenger Technical Documentation Release 7 0 Dial by Name NP Receptionist can allow users to reach an extension by pressing keys that spell a person s name You can configure the feature so that the caller can dial by last name or first name dial by last name or first name Dial Around The dial around feature allows the caller to act as his her own receptionist For example after leaving a message for one user the caller can press Q then dial another number when prompted Logging I nto Your Mailbox NP Receptionist is a layer of programming that functions on top of the NuPoint Voice application If you call a number answered by NP Receptionist you can d dial an extension In addition you can reach the NuPoint Voice message center by pressing Ea to leave a message in a ie You can also log into your mailbox from the NuPoint Voice message center by pressing C again followed by your mailbox number alternatively you can dial your mailbox number followed by 4 to log into the mailbox NP Receptionist Operation The system administrator configures how NP Receptionist initially answers a call The administrator then enters call processing instructions for indiv
50. number Station B s extension number e Attendant s extension number Station C s extension number e Unlimited Feature COS Tutorial N 4 Create a mailbox with the following characteristics e Mailbox number Station C s extension number e Mailbox s extension number Station C s extension number e Unlimited Feature COS Tutorial N 5 Record a name in Mailboxes B and C a Call in to the Message Center and log into Mailbox B b Press 8 for User Options ma c Press Ls then record the Mailbox name Called Party d Press to exit User Options e Press 8 twice in succession to return to the Message Center greeting Test the Configuration 6 Test NP Receptionist setup greetings and assistance call processing dialing plan and mapping of mailboxes to extension call screening reorder tone Reference CP 6540 7 Test mailbox treatment types Reference CP 6541 8 Test intermediate attendant call processing Reference CP 6542 CP 6542 Test Intermediate Attendant Call Processing This test determines if NP Receptionist processes calls to the Attendant s extension number Procedure Steps copyright 2002 Mitel Networks Corporation 38 Mitel NuPoint Messenger Technical Documentation Release 7 0 Take Station B the Called Party off hook 2 Dial NP Receptionist from Station A the Calling Party Be sure that NP Receptionist answers with the appropriate greeting 3 Ent
51. number of rings e Return string e NP Receptionist s response to the failure condition 4 Ifthe treatment type does not perform as expected for example the caller was forced to assistance when a redial menu was desired go back into the reconfiguration program and change the treatment type programming Test Failure Test This test can only be done for trunk treatment types with connect criteria T Tone or R Ringing 1 Busy out Trunk B the Called Party 2 Note the proper connect criteria for the treatment type C Cut through All calls that are dialed are considered successful T Tone A call is successful if NP Receptionist encounters a dial tone or computer tone after dialing the number copyright 2002 Mitel Networks Corporation 40 Mitel NuPoint Messenger Technical Documentation Release 7 0 R Ringing NP Receptionist considers the call successful only if it receives ringing in response to dialing the number Be sure the trunk number that you are dialing can answer with the response that matches the connect criteria Dial NP Receptionist Trunk A Check that NP Receptionist answers with the appropriate greeting Enter the number of Mailbox B NP Receptionist says I will ring Called Party Please hold Listen on the butt set for e Pre DN string dialing e Mailbox s extension number dialing e Post DN string dialing If the failure treatment does not perform as expected go back into
52. onse A for any D for day only N for night and weekend only 3 If desired require users to have an authorization code to use mailboxes with the current treatment type Select A Authorized Code Prompt Authorized Code 0 9 A D M P Response The code shown on your worksheet 4 Reach the Extension Type Setup Menu Reference Menu Map 13 5 Change any values that do not correspond to those in Worksheet 4 Select E Extension Type Setup Prompt EXTENSION SETUP Response The values for any or all of the options that follow as applicable Select S Screen Calls Prompt Screen Calls Y N Response Y to announce the caller s name to the called party to accept or reject N to connect the call after greeting the called party Select R RNA Treatment R A M Prompt RNA Treatments R A M R Response R to go into the Redial Menu A to call the attendant M to drop into NuPoint Voice to take a message Select B Busy Treatment Prompt Busy Treatment R A M R copyright 2002 Mitel Networks Corporation 28 Mitel NuPoint Messenger Technical Documentation Release 7 0 Response R to go into the Redial Menu A to call the attendant M to drop into NuPoint Voice to take a message Select J Reject Treatment R A M Prompt Reject Treatment R A M R Response R to go into the Redial Menu A to call the attendant M to drop into NuPoint Voice to take a message 6 Exit to the Trunk
53. t for Receipt of First Digit Prompt Timeout for Receipt of First DTMF digit 1 seconds 0 Response The new timeout value from your worksheet 7 Change the PBX Console Day Access Code if desired Select Y PBX Console Attendant Day Access Code Prompt PBX Console Attendant Day Access Code 0H Response The new access code value from your worksheet 8 Change the PBX Console Night Access Code if desired Select Z PBX Console Attendant Night Access Code Prompt PBX Console Attendant Night Access Code 0H Response The new access code value from your worksheet 9 Exit to the Receptionist Menu Set Flow Options 1 From the Receptionist Menu go to the Flow Options Menu Reference Menu Map 13 2 Change the default values if desired Select M Mailbox Message Prompt Greeting Name G N Prompt Mailbox Message Prompt Greeting Name G N G Response Change the default prompt value if desired Select P PBX Console Operation Prompt P PBX Console Operation N Y N Response Y if desired Y replaces the initial welcome greeting with a short dial tone to prompt the operator that the NP Receptionist is ready to receive the extension number 3 Exit to the Receptionist Menu Set PBX Dial String Definitions 1 Initialize the values for the dial string definitions for the PBX on your site Select P PBX Dial String Definitions Prompt PBX Response The letter that corresponds to the PBX a
54. t the installation site or Press Z for default PBX options Prompt Initialize to Default Values y n Response Y to keep the default values N if you wish to change one or more values 2 If desired change the values for any of the following parameters to the new values on your worksheet copyright 2002 Mitel Networks Corporation 27 Mitel NuPoint Messenger Technical Documentation Release 7 0 Select A Post Directory number dial string B Pre Directory number dial string Attendant xfer string C Connect Dial string on Called Party Accept E Dial string for Return on Called Party Refused F Dial string for Return on Called Party Busy G Special actions on Reorder Tone Encountered H Dial string for Return on Called Party RNA Prompt Default Response New value from your worksheet 3 Exit to the Receptionist Menu Set Extension Treatment Types 1 Atthe Receptionist Menu go to the Trunk Extension Treatment Types Menu Reference Menu Map 13 Select C Current Index Number Prompt Current Index Number N Response The index number of an extension treatment type on Worksheet 3 Select N Name of Current Index Prompt Name of Current Index Response The name that corresponds to the index number you entered in the previous step 2 Limit mailbox access to either days or nights weekends if desired Select P Authorized Periods Prompt Authorized Periods A N D Resp
55. tch hook flash Switch hook flash and wait for dial tone Pause one second Hang up go on hook I Inola Pre Directory Number Dial String The default Pre Directory Number Pre DN dial string is S which tells the PBX to do a Switch hook flash then wait one second before dialing the extension number which may be a trunk number that is in the mailbox Remember that NP Receptionist uses the Delete Digits table and the Offset Table to transform the extension that is input by the caller into a mailbox number and then dials the extension number that is stored in the mailbox s data file The Pre DN string is also used with NP Receptionist Console Access Codes Before the appropriate Console Access Code is dialed NP Receptionist executes the Pre DN string then waits for the internally programmed greeting to be played Note Do not program a G wait for greeting into the Pre DN string internal NP Receptionist programming does not allow a successful transfer to the console attendant if a G appears in this string Post Directory Number Dial String The default Post Directory Number Post DN dial string is which tells NP Receptionist to wait one second before taking any other action This gives the PBX enough time to make the connection to the extension If no Post DN dial string is needed enter a period The Post DN string is also used with NP Receptionist Console Access Codes After
56. tensions starting with 3 delete 1 digit Leading digit deleted 975 For all extensions starting with 3 the offset value is 100 Add signed offset value to 975 975 100 Mailbox number is 875 For more detailed information on Delete Digit and Offset tables see Chapter 2 NP Receptionist Parameters The flowchart in Figure 1 4 shows extension to mailbox number conversion Copyright 2002 Mitel Networks Corporation Mitel NuPoint Messenger Technical Documentation Release 7 0 Figure 1 4 Extension to Mailbox Number Conversion Dialing an Extension After NP Receptionist validates an extension number and its associated mailbox NP Receptionist dials the extension number If screening is not in place the caller will pick up the call or NP Receptionist will fail to connect the call because of one of the following situations e Reorder tone fast busy tone indicating that switching paths are busy Depending on the PBX specifications NP Receptionist is configured to treat the reorder tone as one of the following situations Dead line Busy Ring No Answer The administrator can configure the NP Receptionist response which can take the caller to an attendant allow the caller to dial another extension leave a message or select from a menu that lists the options just mentioned Mailbox Call Processing Each mailbox stores call processing instructions To simplify mailbox programming the administrator can en
57. ter up to 16 groups of call processing instructions or treatment types into the system configuration file When creating a mailbox an administrator can use these treatment types to configure separate day and night instructions that best match the choices of the mailbox owner Single Digit Access Menus You can configure NP Receptionist to present the caller with a menu of options that the caller can access by pressing a single digit For example Receptionist II might greet the caller as follows Thank you for calling ABC company Press 1 to dial an extension press 2 to reach Technical Support press 3 to reach the Job Hotline Figure 1 5 illustrates the call flow for this sample single digit menu Figure 1 5 Single Digit Access Menu Call Flow 2 Configuring NP Receptionist Typically NP Receptionist functions as a layer of programming within an integrated system This means that you assign a line group to the integration software and configure NP Receptionist parameters within the same line group Occasionally an integration might require that you configure Receptionist separately from the application In this case as in an in band integration the integration instructions direct you to assign NP Receptionist to a separate line group In either case the NP Receptionist configuration parameters are the same whether you reach the Receptionist Menu through the integration software line group or through a line group specifically assign
58. the reconfiguration program and adjust the treatment type programming CP 6540 Test the NP Receptionist Setup The procedures in this section test NP Receptionist setup for processing calls Greetings and Assistance Call Processing Dialing plan and mapping of mailboxes to extensions Call screening Reorder tone Procedure Steps Test Greetings and Assistance Call Processing fe Call into the NP Receptionist main number from Station A Check that the proper greeting Day or Night is played for the time period Allow the call to time out wait If a PBX Console Attendant s Access Code is configured for the time period listen on the butt set for Pre DN string dialing including the switch hook flash PBX Console Attendant Day Access Code dialing Post DN string dialing Answer copyright 2002 Mitel Networks Corporation 41 Mitel NuPoint Messenger Technical Documentation Release 7 0 If no PBX Console Attendant s Access Code is configured but the line group does have an Attendant s Mailbox The wait prompt if enabled should say Please enter an extension number or wait NP Receptionist should automatically eliminate the prompt for assistance Upon timeout you should be prompted to Please leave your name the name of the person you are calling and a message If neither a Console Attendant nor an Attendant s Mailbox is configured be sure that the Wait Prompt is dis
59. the called party s mailbox or be transferred to another extension The options available to a caller transferring to another extension or leaving messages in mailboxes are configured by the system administrator Figure 1 2 illustrates call screening Figure 1 2 Call Screening by NP Receptionist You can configure NP Receptionist to process a call through an intermediate attendant NP Receptionist dials the intermediate attendant who screens the call Figure 1 3 shows the intermediate attendant call flow Figure 1 3 Intermediate Attendant Call Flow Caller Waits or Dials 0 If the system allows the caller to reach a person for example a console attendant the caller reaches the person by dialing 0 or waiting rather than dialing an extension Converting an Extension Number to a Mailbox Number When a caller dials an extension NP Receptionist converts the extension number to the associated mailbox number checks the mailbox for instructions then dials the extension or trunk number that is stored in the mailbox If the mailbox numbers are the same as the extension numbers then NP Receptionist can simply check whether the extension has an associated mailbox However a system might require NP Receptionist to convert an extension number to mailbox number using the following steps in the order shown 1 Delete leading digits if applicable 2 Add signed value in offset table if applicable Example Extension 3975 For all ex
60. the number of rings Answer the call at Station B Listen for Hello you have a call from your name Press A to accept the call R to refuse it Press R then hang up the phone at Station B Listen on the butt set while NP Receptionist dials the Dial string for return on called party refused Adjust this string if NP Receptionist fails to return to Station A Listen at Station A as NP Receptionist says I m sorry your name did not answer The system then acts according to the Reject treatment type for Station B play a redial menu force to assistance or force to the mailbox to leave a message If the treatment type does not perform as expected for example the caller was forced to assistance when a redial menu was desired go back into the reconfiguration program and change the Reject treatment type programming Test Reorder Tone Call into NP Receptionist from Station A Dial an invalid extension number that conforms to the PBX dialing plan or an extension that is set to do not disturb if the PBX gives reorder tone on do not disturb Listen on the butt set to the reorder tone NP Receptionist should return to Station A and play the prompt that is appropriate for the Special actions on reorder tone encountered dial string copyright 2002 Mitel Networks Corporation 43 Mitel NuPoint Messenger Technical Documentation Release 7 0 Worksheets This section contains worksheet for NP Recep
61. tionist configuration You may wish to make copies of these worksheets and keep the originals for future reference NP Receptionist Worksheet 1 NP Receptionist Worksheet 2 NP Receptionist Worksheet 3 NP Receptionist Worksheet 4 copyright 2002 Mitel Networks Corporation
62. tions of NP Receptionist Worksheet 1 The online parameters on Worksheet 1 are those that NP Receptionist shares with the NuPoint Voice application See the Reference and Configuration Manual for a detailed discussion of the parameters on this page Worksheet 2 Worksheet 2 contains parameters that are specific to NP Receptionist software Complete the Default options section only if the PBX switch at your site is not listed in the preceding section PBX Dial String options Worksheets 3 and 4 Worksheets 3 is the Extension Treatment Type worksheet into which you enter frequently used instructions for specific mailboxes You might have one set of instructions for managers mailboxes another for customer support staff and another for sales representatives Putting these instructions in a Treatment Type allows you then to provide a customize mailboxes by using the Treatment Type rather than by individually configuring each mailbox Task List Installation Install Optional Feature Software CP 5402 Configuration NP Receptionist Configuration CP 6535 NuPoint Voice Application Configuration CP 3301 Add NP Receptionist Extension Numbers CP 6536 Configure a Tree Mailbox CP 3311 Create a Single Digit Access Menu
63. tive configuration at the beginning of this procedure activate the configuration to make the parameter settings take effect Reference CP 7002 CP 6536 Add NP Receptionist Extension Numbers This optional procedure adds NP Receptionist extension numbers Use this procedure if you have a heavily used system and require a hunt group for NP Receptionist Procedure Steps Add an Extension 1 Reach the System Maintenance Main Menu then go the Automated Receptionist Extensions Menu Reference Menu Map 12 2 Add an NP Receptionist extension number Select B Automated Receptionist Extensions Prompt COMMAND A D P R X Select A Add an extension Prompt Receptionist s extension to add Response NP Receptionist extension number 3 Press Enter to save the number 4 Print the extension list Select P Print the extension list Delete an Extension 1 Reach the Automated Receptionist Extensions Menu Reference Menu Map 12 Select D Delete an extension Prompt Receptionist s extension to delete copyright 2002 Mitel Networks Corporation 32 Mitel NuPoint Messenger Technical Documentation Release 7 0 Response Extension number 2 Press Enter to save the number 3 Print the extension list Select P Print the extension list Change the Receptionist Dial String 1 Reach the Automated Receptionist Extensions Menu Reference Menu Map 12 2 Display the NP Receptionist dial string Select P
64. up 1 24 or Press Enter if the current number is correct Set PBX Dialing Plan Options 1 Reach the Receptionist Menu then go to the Dialing Plan Options Menu Reference Menu Map 13 2 Change the dialing plan if desired Select P Dialing Plan Prompt Dialing Plan 3435343937 3340 0 Response Change values to match those on Worksheet 2 as needed 3 If the PBX on the site requires that digits be deleted for some numbers in the dialing plan configure the Delete Digits table Consulting your worksheet enter the number of leading digits to be deleted in accordance with the dialing plan Select D Delete Digits Prompt Delete Digits 0 0 0 0 0 0 0 0 0 Response Change values to match those on Worksheet 2 as needed 4 Ifthe site s PBX require offsets in the dialing plan define the tables that require offsets Select F Offset Table Prompt DIALING PLAN Response D Define Table Prompt Define table number 1 to 9 1 Response The first digit before any deletions of the extensions to which the offset will be added Prompt Table offset 0 Response The offset value for this table 5 Repeat step 4 as necessary The Offset Table Menu is redisplays after you enter copyright 2002 Mitel Networks Corporation 26 Mitel NuPoint Messenger Technical Documentation Release 7 0 the offset value of a table 6 Change the Timeout for Receipt of first DTMF Digit value if desired Select T Timeou
65. ve made and leaves the NuPoint Voice configuration the way it was before you started entering parameters To quit from the NuPoint Voice Configuration Offline or Online Menu Select Q Quit Forget Changes Prompt Quit and forget changes y n Response Y to return to the NuPoint Voice Configuration Main Menu Shortcut Commands You can use the Ctrl Control key or the slash key while simultaneously pressing another key to execute shortcut commands at a NuPoint Messenger server console To do this Activate a timed out console From the offline or online menus or FCOS LCOS GCOS menus return to the NuPoint Voice Configuration Menu and save any entries From the offline or online menus or FCOS LCOS GCOS menus return to the NuPoint Voice Configuration Menu without saving any entries Stop scrolling a displayed report Resume scrolling a displayed report Return to the NuPoint Voice application when a or prompt is copyright 2002 Mitel Networks Corporation Mitel NuPoint Messenger Technical Documentation Release 7 0 1 Introduction NP Receptionist is a software product that functions as an automated attendant typically within an integrated NuPoint Messenger server and PBX system NP Receptionist can perform the following tasks e Pick up an incoming call and greet the caller Allow the caller to dial an extension Screen a call e Connect the caller to an intermediate attendant a person

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