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PARTNER Voice Messaging PC Card Installation and Programming

1. PARTNER Voice Messaging PC Installation and Programming 585 322 706 Issue 1 Comcode 108520115 June 2000 Copyright 2000 A vaya Inc All rights reserved Disclaimer Intellectual property related to this product including trademarks and registered to L ucent Technologies I nc has been transferred or licensed to A vaya Inc Any reference within thetext to L Technologies I nc Lucent should be interpreted as references to Avaya Inc The exception is cross references to books published prior to April 1 2001 which may retain their original Lucent titles Avaya Inc formed asa result of L ucent s planned restructuring designs builds and delivers voice converged voice and data customer relationship management messaging multi ser vice networking and structured cabling products and services Avaya Labs is the research and development arm for the company 2000 Avaya Inc Rights Reserved Printed in U S A Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing However information is subject to change Avaya Web Page The world wide web home page for Avaya is http www avaya com Preventing Toll Fraud Toll Fraud is the unauthorized use of your telecommunications system by an unautho rized party for example a person who is not a corporate employee agent subcon tractor or working on your company s behalf
2. oe i eee M edis M EE 21 Safety UOI TIE udi qe eric edu mec meon me Xx Rei eR tano 21 4 Programming the Messaging System 25 sudes its ume dnd tutu 25 Assigning VMS Hunt Group Extensions 505 25 PARTNER FL VOIR 2 E ano TG ur Using PARTNER Voice Messaging System 26 a Logging Into System Administration from an Internal Telephone 26 a Logging Into System Administration from Another Location 27 a Programming Guidelines Tr den du t DURS qudd ER RE a The System Administration Menu 28 Assigning a Mailbox to an Extension TUS TREE TIE T Assigning Automated Attendant Selector Codes 30 Recording the Automated Attendant Menu Prompt 31 Listening to the Automated Attendant Menu 31 Reimitalizing de MailDOX s Ro or eoe Caedm v RR RC do Rods oC PU pA CR UR Rd de Reconfiguring System Capacity Release 2 0 OF SIS 2 22 aqu kG ERR DEES S ST O dia abd lt hg eu de ic a 33 Reinitializing a Password TTET AEAT TTE
3. In Selector Code Transfer Selector Codes 1 9 represent a specific extension Group Calling Extension if available or Hunt Group extension to which the caller will be transferred Selector Code Transfer lets callers dial a single digit to reach a single extension or group such as the VP of Sales at extension 37 or the order processing operators assigned to Hunt Group extension 774 The Description and Selector Code number from this form will be used to complete the Automated Attendant Prompt Form 2 Form 2 Automated Attendant Selector Codes 55 PARTNER Voice Messaging Installation and Programming Completing this Form For Direct Extension Transfer 1 In the Description column write Direct Extension Transfer 2 Doone ofthe following the Range of Extensions for Direct Extension Transfer column leave the factory setting in the range of extensions Leave blank the Extension or Group Extension for Selector Code Transfer and Unused columns For Selector Code Transfer 1 In the Description column write the name of the person or group to receive the transfer 2 Inthe Range of Extensions for Direct Extension Transfer column cross out the factory setting 3 In the Extension or Group Extension for Selector Code Transfer column write the extension or group extension number to receive the transfer 4 Selector Code will not be used cross out the corresponding factory setting in
4. The digit the caller presses on the touch tone telephone dialpad to select a menu option is called a Selector Code When the caller presses a digit the Automated Attendant performs the action that is the Selector Code Action that you have programmed for that option For example the Automated Attendant can be programmed to prompt callers to enter a single digit to reach frequently called departments Selector Code Transfer or to dial the extension they want to reach Direct Extension Transfer Call Answer Service acts like a sophisticated answering machine Depending on how users program their mailbox callers will hear the personal greeting and be prompted to leave a message in a mailbox Record Mode or they will hear the personal greeting and be disconnected after five seconds Answer Only Mode Users may choose Answer Only Mode to prevent their mailboxes from reaching maximum message storage capacity for example while the user is on vacation Call Answer Service regardless of Call Answer Mode allows callers the following options while listening to the personal greeting Press 0 to transfer to the receptionist s extension Press to reach Voice Mail Service Press to transfer to another extension In Record Mode callers can also use these same options after leaving a message In Answer Only Mode callers can use these options during the five seconds of silence after the personal greeting has played Voice Mai
5. a If you have 5 Slot carrier turn the On Off Switch to Off O b Disconnect the power cord from the power jack on your installation 2 If you have a standalone or 2 Slot carrier skip to Step 3 If you have 5 Slot carrier continue with Step 2a a Loosen the screw on the lower front of the cover Then place one hand on the handle on the lower front and place your other hand on the top of the cover b Gently pull the cover up and away from the carrier 3 Toinsert the PARTNER Voice Messaging PC Card hold it with the Lucent Technologies label facing to the right and slide it gently into one of the PC card slots on the PARTNER communications system processor module When inserted properly the PARTNER Voice Messaging PC Card projects about 1 5 8 4 cm from the module To remove the PC card gently pull straight out with the power off Figure 2 Inserting PARTNER Voice Messaging PC Card Important Safety Instructions 22 NOTE gt Installation Instructions Power up the system a Reconnect the power cord b If you have 5 Slot carrier move the carrier s On Off switch to the On position Check that the green light on the front of each module is lit a Ifa single light is out power down the system reseat the module then power up the system If multiple lights are out power down the system reseat the leftmost module that has a light out then power up the system b If
6. Unanswered transferred calls ring continuously To ensure that a line does not remain up even after a caller hangs up verify that your local telephone company is providing a forward disconnect signal It is also recommended that you assign voice mail coverage to all extensions The system stops recording while the caller is leaving a message The maximum message length of two minutes may have been reached or the mailbox may be full You may be able to reconfigure the voice messaging system size Release 3 0 or later to gain message space If Automatic Extension Privacy 304 is not administered and an extension user picks up the line while the message was being recorded the voice messaging system drops The caller s spoken words may have been interpreted as touch tones that interrupted recording The mailbox is full and messages cannot be deposited in the mailbox Remind subscribers to delete old messages from their mailboxes on a regular basis Also let callers know that they can press to transfer to another extension Troubleshooting 50 Testing Your System s Operation Responding to Problems Reported by Subscribers A subscriber is unable to log into voice mail 1 Make sure the subscriber enters the correct extension number followed by If the subscriber tries again and succeeds the problem is resolved If the subscriber cannot log in go to Step 2 Make sure the subscriber enters his or her password correctl
7. Be aware that there is a risk of toll fraud associated with your system and that if toll fraud occurs it can result in sub stantial additional charges for your telecommunications services Avaya Fraud Intervention If you suspect that you are being victimized by toll fraud and you need technical assis tance or support call the Technical Service Center s Toll Fraud Intervention Hotline at 1 800 643 2353 Providing Telecommunications Security Telecommunications security of voice data and or video communications is the pre vention of any type of intrusion to that is either unauthorized or malicious access to or use of your company s telecommunications equipment by some party Your company s telecommunications equipment includes both this Avaya product and any other voice data video equipment that could be accessed via this Avaya prod uct that is networked equipment An outside party is anyone who is not a corporate employee agent subcontractor or working on your company s behalf Whereas a malicious party is Anyone including someone who may be otherwise authorized who accesses your telecommu nications equipment with either malicious or mischievous intent Such intrusions may be either to through synchronous time multiplexed and or cir cuit based or asynchronous character message or packet based equipment or interfaces for reasons of Utilization of capabilities special to the acce
8. Factory set personal greeting for subscriber mailboxes Your party is not available Please leave a message after the tone Record Mode Your party is unavailable To transfer to another extension press 5 8 or to reach the receptionist press 0 Answer Only Mode Number of personal greetings per mailbox 1 Maximum personal greeting length 1 25 minutes Maximum message capacity the maximum number of minutes of storage or 30 messages Factory set Call Answer Mode Record Mode Automated Attendant Service Maximum number of selector codes on an Automated Attendant Menu 9 Factory set Selector code action Direct Extension Transfer Factory set Automated Attendant Menu Prompt Your call is being answered by PARTNER Voice Messaging Please enter the extension number of the person you wish to reach Or to reach the receptionist press 0 Maximum menu prompt length 2 minutes Call Answer Service Maximum message length 2 minutes Communications System PARTNER Advanced Communications System Release 1 1 or later PARTNER Endeavor System Release 1 0 System Specifications 13 PARTNER Voice Messaging Installation and Programming Security The System Manager is responsible for the security of the system As the System Manager it is important that you fully understand and appropriately administer this product to reduce your risk of incurring charges that result from unauthorized use of the system Under the law your
9. and for Automatic System Answer Direct Extension Dialing ASA DXD functions Make sure that you have the required PARTNER Voice Messaging PC Card and PARTNER ACS Release 1 1 or later or PARTNER Endeavor Release 1 0 before beginning these installation procedures If you are using Release 1 0 of the Partner 5 processor module you will need to upgrade to Release 1 1 or later before you can install the PARTNER Voice Messaging PC Card Contact your local Authorized Dealer Important Safety Instructions Always follow these basic safety precautions when using this product 1 Read and understand all instructions Follow all warnings and instructions marked on the product Do not drop bend or crush the card Keep the card away from moisture high temperatures and direct sunlight seco Keep the connector on the card clean Z caution Before starting verify that you have batteries installed in the PARTNER communications system processor module If extension 10 shows the ReplaceSysBat W Power On message in the display replace the batteries without turning off the system Overview 21 PARTNER Voice Messaging Installation and Programming A CAUTION To avoid damage to the PARTNER communications system processor module or to the card do not install or remove the card when power is on 1 Power down the PARTNER communications system before inserting or removing the PARTNER Voice Messaging PC Card
10. later 506 41 a For All Other Communications Systems 506 T ET TEES Setting YMS Hunt Schedule 22355344954 DREAD ICA OE XE dac EXC CREE dA 42 a For PARTNER ACS Release 3 0 or later 507 eb ond Make ae a For All Other Communications Systems 507 42 Centralized Telephone 0 43 a Manual VMS Cover FTO 43 wid eee an a a 43 Voice Mailbox Transfer ue csse s dx ek mex Ee OR bacs pace dhe aes be 44 Voice Auto dhe bs SON ESSO tes oak AUG Y CONO EUER 44 Table of Contents ee 6 Testing Your System s Operation 45 See eee eee Kao eee ek 2 ee te ee ee dilata eRe 45 Verifying the System Programming 45 in S TERRENT 46 ase 46 JOS ord doa duci dd on d deaur opo ed 47 TT TREES T TET TET m 48 IOS poa Kore IHR o Sd oe AA ao Sd oe plc enema bad een ed
11. 505 to verify that the VMS extensions 78 and 79 are assigned to Hunt Group 7 If programming is correct call for technical assistance Troubleshooting 49 PARTNER Voice Messaging Installation and Programming Outside callers hear silence tones or ringing during transfer See Music On Hold 602 in the documentation for your communications system The system does not transfer calls properly 1 If this problem occurs when the Automated Attendant Service answers calls verify that the menu has been programmed correctly by performing Test 2 earlier in this section If calls are not transferred to the correct extension or group in Test 2 reprogram the Selector Code assignments for the menu If this problem occurs when the Automated Attendant Service answers calls verify that the Automated Attendant Menu Prompt matches the Selector Code programming If calls are transferred correctly in Test 2 make sure that the caller entered a valid destination System does not respond to entered digits 1 2 If you are using a speakerphone turn off the microphone If this problem occurs when the Automated Attendant Service answers calls verify that the menu has been programmed correctly by performing Test 2 earlier in this section If calls are not transferred to the correct extension or group in Test 2 reprogram the Selector Code assignments for the menu Contact your local telephone company to check for noise on the line
12. To change the Automatic VMS Cover setting for an extension to Assigned as indicated on the Customized Extension Settings Form 1 2 3 4 Press 90900 Enter the number of the first extension to which Automatic VMS Cover is to be assigned Press until the display reads 1 Assigned To program another extension press or until the extension number shows on the display Repeat Steps 3 and 4 for each extension to which Automatic VMS Cover is to be assigned Assigning Automatic Extension Privacy 304 37 PARTNER Voice Messaging Installation and Programming Assigning Group Call Distribution 206 Option 1 Use this procedure to specify the outside lines on which Automated Attendant Service is required To assign VMS AA lines specified on the System Configuration Form Page 1 Line Coverage to Hunt Group 7 15 pA 2 OU oR Press At the Group prompt press 7 Atthe Line prompt enter the first VMS AA line specified in the Line Coverage column of the System Configuration Form Page 1 Press until the display reads 1 Assigned To program another line press or until the appropriate line number displays Press until the display reads 1 Assigned Repeat Steps 5 and 6 for each VMS AA line on the System Configuration Form Assigning Line Coverage for Extension Numbers 208 To assign line coverage for the extension numbers specified in the VMS Mail column on the System Configuration Form Page
13. Voice Messaging Installation and Programming Table 9 shows the extension assignments for a PVM R3L configuration when you decrease the System size to 10 mailboxes Table 9 R3L Mailbox Extension Assignments for an 10 Mailbox Configuration Mailbox Extension 1 10 11 12 13 14 15 16 17 18 19 o AJOJN eo Table 10 shows the extension assignments for a PVM R3L configuration when you decrease the System size to 12 mailboxes Table 10 R3L Mailbox Extension Assignments for an 12 Mailbox Configuration Mailbox Extension 1 10 11 12 13 14 15 16 17 18 19 20 21 o BR WI Pp A N Extension Assignments for Changed Configurations 62 Planning Forms Table 11 shows the extension assignments for a PVM R3L configuration when you decrease the System size to 14 mailboxes Table 11 R3L Mailbox Extension Assignments for an 14 Mailbox Configuration Mailbox Extension 10 11 12 13 14 15 16 17 18 19 20 21 22 23 o BR WI Pp eo N Co A Mailbox Extension Assignments for Systems with Increased Capacity It is important to note that when you increase system capacity see Reconfiguring System Capacity in Chapter 4 all existing mailbox assignments remain unchanged The
14. answer supervision signaling is in violation of Part 68 Rules This equipment returns answer supervision signals to the public switched network when Answered by the called station Answered by the attendant Routed to a recorded announcement that can be administered by the CPE user This equipment returns answer supervision signals on all DID calls forwarded back to the public switched telephone network Permissible exceptions are Acallis unanswered A busy tone is received e A reorder tone is received Industry Canada IC Interference Information This digital apparatus does not exceed the Class A limits for radio noise emissions set out in the radio interference regulations of Industry Canada Le Pr sent Appareil Nom rique n met pas de bruits radio lectriques d passant les limites applicables aux appareils num riques de la class A pr scrites dans le regle ment sur le brouillage radio lectrique dict par le Industrie Canada Trademarks See the preface of this document Ordering Information Call Avaya Publications Center Voice 1 800 457 1235 International Voice 1 317 322 6791 Fax 1 800 457 1764 International Fax 1 317 322 6699 Avaya Publications Center 2855 N Franklin Road Indianapolis IN 46219 USA Documents may also be ordered from the Customer Information Centre in Malmes bury England Call 44 1666 83 2900 Fax 44 1666 83 2213 For additional documents refer to the section in About This Book
15. entitled Related Write Resources You can be placed on a standing order list for this and other documents you may need For more information on standing orders or to be put on a list to receive future issues of this document contact the Avaya Publications Center Obtaining Products To learn more about Avaya products and to order products contact Avaya Direct the direct market organization of Avaya Business Communications Systems Access their web site at www lucentdirect com Or call the following numbers customers 1 800 451 2100 account executives 1 888 778 1880 voice or 1 888 778 1881 fax European Union Declaration of Conformity The mark affixed to the equipment means that it conforms to the referenced European Union EU Directives listed below EMC Directive 89 336 EEC Low Voltage Directive 73 23 EEC For more information on standards compliance contact your local distributor Comments To comment on this document return the comment card at the front of the document Installation and Programming Table of Contents 4 Goling slaod Lua asduceRu RA RR SERRE maa d E ammo RR AREE 9 IR cu ah tin opor dos eset dos ed dui b iR ELE e Re DS SN 9 System Services and PSslUles eim m mex xe A 10 u NIMES Fus Seek Eh acta nda ae nels a a 11 iuste SbecillcH tells aq da
16. new added mailboxes are assigned in consecutive order starting at the lowest available extension and skipping any existing assignments For example Table 12 illustrates the mailbox extension assignments for a PVM SRL configuration that has been increased in capacity from 8 mailboxes to 14 mailboxes The original mailboxes were assigned to extensions 13 14 15 18 19 20 21 and 22 which are indicated by the When the system capacity was increased the system assigned the first new mailbox that is mailbox 9 to the first available extension ext 10 The next new mailbox mailbox 10 was assigned to extension 11 The third new mailbox mailbox 11 was assigned to extension 12 Extension Assignments for Changed Configurations 63 PARTNER Voice Messaging Installation and Programming When the system encountered the mailboxes mailboxes 1 2 and 3 already assigned to extensions 13 14 and 15 it skipped these extensions and continued assigning new mailboxes to the next available extensions So mailboxes 12 and 13 were assigned to extensions 16 and 17 Similarly mailbox 14 was assigned to extension 23 the next available extension Table 12 Sample Mailbox Extension Assignments for a 14 Mailbox Configuration when PVM R3L System Capacity is increased Mailbox Extension 1 13 14 15v 18v 19v 20v 21v 22v 10 11 12 16 17 23 o AJOJN N k C
17. see whether the system configuration that is the number of mailboxes supported or mailbox assignments have been changed from the factory settings If factory settings are not changed skip to Recording the Automated Attendant Menu Prompt If the mailbox has not been initialized the system notifies you that the mailbox must be reinitialized before you can change the mailbox assignment Refer to Reinitializing a Mailbox for instructions Then repeat this procedure NOTED You can reassign each mailbox to any extension 10 through 41 for PARTNER ACS or 10 through 49 for all other PARTNER systems supported Assign mailboxes to extensions as specified on Form 1 1 Log into System Administration according to the appropriate procedure 2 Press to assign mailboxes to extensions 3 Refer to Form 1 and do one of the following For PARTNER Voice Messaging Release 2 0 enter the two digit mailbox number 01 04 For PARTNER Voice Messaging Release 3 0 or later enter the mailbox number and press NOTED If the mailbox is already assigned to an extension the system plays the current assignment and then plays To modify enter new extension and sign To exit without changing enter 4 Enter the new extension assignment for the mailbox followed by 5 Repeat Steps 2 through 4 for each mailbox assignment to be changed Assigning a Mailbox to an Extension 29 PARTNER Voice Messaging Installation and Programming Assi
18. 05 or 506 m f your callis not transferred to the appropriate extension or group for a particular option verify that the menu options Selector Codes have been appropriately assigned m Ifyou hear the Call Answer Service system greeting rather than the Automated Attendant Greeting or your call is not answered verify that Automated Attendant Service has been assigned to the line 206 Option 1 or 3 Test 3 1 Forextensions that do not have Automatic VMS Cover turn on coverage by pressing the VMS Cover button at those extensions 2 Pressthe Do Not Disturb button at the appropriate destination extensions to quickly route your test calls to Call Answer Service Call the first extension that has either automatic or manual VMS coverage 4 Repeatthis procedure for every extension that has voice mail coverage Expected Result If Do Not Disturb is on at the extension PARTNER Voice Messaging should answer the call after one ring and you should hear the factory set or personal greeting for the mailbox If Do Not Disturb is not on the call rings at the extension before Call Answer Service answers it Problem Resolution If the call is transferred to the receptionist five seconds after the greeting has finished the extension has not been assigned to a mailbox Assign a mailbox for this extension If the call does not go to Call Answer Service either the extension does not have VMS coverage assigned or VMS coverage is turned off Ver
19. 1 Line Coverage 1 2 Press At the Line prompt enter the first line for which an extension is specified the VMS Mail column of the System Configuration Form Page 1 Line Coverage At the pata prompt enter the number of the extension specified in the VMS Mail column To program another line press or until the appropriate line number displays Repeat Steps 3 and 4 for each VMS Mail line for which an extension number is written on the System Configuration Form Programming Music On Hold 602 If desired program Music On Hold See the documentation for the communications system for instructions Assigning Group Call Distribution 206 Option 1 38 Programming the Communications System Assigning Night Service 503 Check the Button Assignments Form for extension 10 If a Night Service button is specified follow the procedure below To program Night Service on a button with lights at extension 10 as specified on the Button Assignments Form 1 Press 2 Doone ofthe following f you want to assign Night Service to the first available button on the system phone press until the display reads Night Service 1 Assigned Ext10 Go to Step 3 If you want to assign Night Service to a specific button press 3 The display reads Night Service 3 Select Button Press the desired programmable button with lights to assign Night Service to that button 3 Label the Night Service b
20. 49 Responding to Caller Complaints About System Operation 49 Outside callers hear ringing but the system does not answer 49 The system takes too long to answer 49 The system cuts off part of the greeting 2 49 The system transfers calls to a receptionist before playing the menu prompt for Auto mated Attendant Service uuu cea eee acies IUE UR ace 49 Outside callers hear silence tones or ringing during transfer Te The system does not transfer calls 50 System does not respond to entered 50 Unanswered transferred calls ring continuously id dd d BU The system stops recording while the caller is leaving a message 50 The mailbox is and messages cannot be deposited in the mailbox 50 a Responding to Problems Reported by Subscribers TNT hides ween ated ad 24097 A subscriber is unable to log into voice 51 The date or time in message headers is incorrect 51 Subscribers hear a busy signal when calling into voice mail a1 The message light does not turn off 51 All saved messages in the mailbox are 0 gi A Pl
21. T Tm Changing the System Manager s Password Lcd Dopod wu dod Cap acc aoc ad an 34 5 Programming the Communications System 35 hus 25 2 35 Initial Programming Checklist 25234542485 35 Using Communications Systems Programming vere dd ga ce a Entering System Programming 36 Assigning Automatic Extension Privacy 304 a7 Assigning Automatic VMS Cover 4310 37 Assigning Group Call Distribution 206 Option 1 38 Assigning Line Coverage for Extension Numbers 208 T Programming Music On Hold 602 2 38 Assigning Night Service 503 TT mm T TOUT PECES Specifying Transfer Return Extensions 306 39 Specifying VMG Cover RINGS uua RC ER CR a ACA QUE CR RC a ER a 40 a For PARTNER ACS Release 3 0 or later 321 40 a For All Other Communications Systems 8117 40 Assigning VMS Hunt TOUT CERET TEET Tb a For PARTNER ACS Release 3 0
22. allation and Programming PARTNER Voice Messaging Planning Forms To complete the PARTNER Voice Messaging forms see Appendix A obtain completed copies of the relevant planning forms for the communications system See Communications System Planning Forms below for a description of these forms that provide the names extensions and VMS coverage information required to program PARTNER Voice Messaging To Use Form Identify system configuration number of mailboxes review factory set mailbox assignments and change mailbox assignments 1 Mailbox Assignments Identify the Automated Attendant Menu Definition that is the list of digits that a caller can press to reach a specific extension mailbox or receptionist 2 Automated Attendant Selector Codes Write or review the script used to record the menu prompt that is played when a call is answered by Automated Attendant Service 3 Automated Attendant Menu Prompt PARTNER Voice Messaging Planning Forms 20 Installation Instructions Overview PARTNER Voice Messaging Release 2 0 has one PC card that supports up to four mailboxes Two types of PARTNER Voice Messaging PC Cards are available for Release 3 and later The R3S card supports up to 4 mailboxes while the R3L card supports up to 16 mailboxes The communications system processor module uses PC cards for PARTNER Voice Messaging for backup or restore functions for software upgrades
23. anning Forms i eS ee eo A 53 Form 1 System Configuration and Mailbox 53 a Lomein ihis TO uda a d 54 a Procedure 254264535543 oe ees ERA debe 54 Form 2 Automated Attendant Selector 55 a General Information TIERE peur deua TOUT EU eases 85 his Pons va RO VJ y da dudo 56 a Programming the Menu Selector Codes esu eee dU 56 Form Automated Attendant Menu s57 a General Information qa rm ay Completing This ecd sme ERR Miata 58 a Recording the Automated Attendant Menu 58 2 NES 2 and B Mailbox Extension Assignments 59 2727 0 07 59 Mailbox Extension Assignments for Xe oet COOPER UO d og 9 nod D diede wea a 59 Extension Assignments for Changed Configurations a Mailbox Extension Assignments for Systems with Increased Capacity ddr d 63 qo MEET mem 65 Getting Started Welcome This guide provides instructi
24. ate value Immediate 2 rings or Delayed displays Assigning VMS Hunt Delay 41 PARTNER Voice Messaging Installation and Programming Setting VMS Hunt Schedule Check the System Configuration Form Page 2 VMS Hunt Schedule If Day Only or Night Only is selected follow the appropriate procedure below to change the VMS Hunt Schedule setting The factory setting is Always For PARTNER ACS Release 3 0 or later 507 Press M OM At the Line prompt enter the first line number Press until the appropriate value displays To program another line press or until the appropriate line number displays Press NextDaia until the appropriate value displays 2090 79 Repeat Steps 4 and 5 as necessary For All Other Communications Systems 507 1 Press 2 2 Press until the appropriate value displays Setting VMS Hunt Schedule 42 Programming the Communications System Centralized Telephone Programming Before you begin locate the Button Assignments Form of the System Planner for the communications system Be sure you have a copy of the form for each subscriber s phone Use this section to program buttons on subscribers phones including the receptionist s phone When you are finished programming be sure to label the buttons on all phones Manual VMS Cover F15 This button allows the subscriber to turn voice mail coverage on and off To program a VMS Cover button as specifi
25. ations system is set to Day Mode and follow the procedure below m If the VMS Hunt Schedule for the communications system or for the line for PARTNER ACS 3 0 or later is set for Night Only select the communications system Night Service button and follow the procedure below 1 Callin on a line answered by the Automated Attendant Service 2 Checkthe system response m For the PARTNER ACS Release 3 0 or later The Automated Attendant Service should answer on the appropriate number of rings 0 to 6 rings m For all other systems If the system is set for mmediate Automated Attendant Service should answer the call on the second ring Delayed Automated Attendant Service should answer the call after the fourth ring 3 Listen for the Automated Attendant Menu Prompt 4 Choose an option from the menu Expected Result Make sure your call is transferred to the appropriate extension or group Then do the following 1 Repeat Steps 1 through 4 for each option on the menu 2 Repeat Steps 1 through 3 for each line that has Automated Attendant Service coverage Verifying the System Programming 46 Testing Your System s Operation Problem Resolution m If the system does not respond verify that the line is assigned for Automated Attendant Service 206 Option 1 or 3 Also check the VMS Hunt Schedule 507 m If the system does not respond within the appropriate number of rings check the Hunt Group Delay setting 5
26. company is responsible for paying for part or all of those unauthorized calls Be aware that criminals called hackers may attempt to gain unauthorized access to your communications system and your voice messaging system Hackers often try to trick a company s employees into providing them with access to an outside line or an outside operator They may also concentrate their activities in two areas related to the voice messaging system m They try to dial into a mailbox then execute a transfer by dialing Then they dial an access code followed by a digit string to either direct dial or access a network operator to complete the call m They try to locate unused or unprotected mailboxes and use them as drop off points for their own messages System Security Guidelines To reduce the risk of unauthorized use of your communications and voice messaging systems you should m Change the System Manager s password from the factory setting Use a hard to guess value m Advise subscribers to protect their mailboxes by changing their passwords a four digit password is required frequently Subscribers can refer to the instructions for changing their passwords in Using PARTNER Voice Messaging m Monitor your call reporting system records of outgoing calls to identify possible system abuse You should also m Ask users to tell you if any of the following suspicious activity occurs Inability to log into PARTNER Voice Messaging Lost
27. dial the extension number For example If you know the extension of the person you want to reach dial it now If callers can dial a single digit to transfer to an extension or group Selector Code Transfer the prompt should provide instructions such as To speak with a sales agent press 6 Let callers know they can get assistance by pressing 0 or waiting on the line It is recommended that you keep the number of menu options to five 5 or fewer to avoid confusing the caller Form 3 Automated Attendant Menu Prompt 57 PARTNER Voice Messaging Installation and Programming Completing this Form Write the message that you want callers to hear when they call including the instructions to the caller for selecting menu options Suggested options include m Remain on the line for assistance m Dial for assistance m hear this menu again dial Recording the Automated Attendant Menu Prompt m the Automated Attendant Menu Prompt dial 3 from the System Administration Menu Form 3 Automated Attendant Menu Prompt 58 Mailbox Extension Assignments Overview PARTNER Voice Messaging PC Cards are available in two versions R3S small and R3L large The R3S configuration can support from 2 to 4 mailboxes with a factory setting of 4 and the R3L configuration can support from 4 to 16 mailboxes with a factory setting of 8 You can change the system configuration
28. ecorded returns the Call Answer Mode to the factory setting of Record Mode Release 3 0 and later and changes the password back to the factory setting 1234 Z warnine Initializing a mailbox erases its greeting messages and password To reinitialize a mailbox 1 Log into System Administration according to the appropriate procedure Press to reinitialize a mailbox Do one of the following For PARTNER Voice Messaging Release 2 0 enter the two digit number of the mailbox you want to initialize For PARTNER Voice Messaging Release 3 0 or later enter the mailbox number and press Press to return to the Programming Main Menu without making changes Reconfiguring System Capacity Release 3 0 or later You can increase or decrease the number of mailboxes configured for the PARTNER Voice Messaging system Refer to System Specifications in Chapter 1 for the minimum and maximum number of mailboxes that can be supported by PARTNER Voice Messaging R3S and R3L configurations NOTE gt If you increase the number of mailboxes configured for the PARTNER Voice Messaging system this procedure deletes any messages left in existing mailboxes and turns off the telephone message light if on however the personal greetings if recorded passwords the mailbox Call Answer Mode and mailbox extension assignments are not affected when you reconfigure system capacity See Appendix B for information on mailbox extensio
29. ed on the Button Assignments Form 1 Press Feature 0 0 System Program System Program Central Tel Program Enter the number of the extension to be programmed 2 3 Press a programmable button with lights 4 Press aue 1 5 Doone ofthe following Go to Step of the next procedure to program another button for this extension Press and go to Step 2 of any button programming procedure in this section to program a button for a different extension Press Geature to exit Do Not Disturb F01 Used in conjunction with either automatic VMS cover or manual VMS cover this button lets a subscriber send calls immediately to his or her mailbox instead of ringing the extension first To program a Do Not Disturb DND button as specified on the Button Assignments Form 1 E Press Feature System Program System Program Central Tel Program Enter the number of the extension to be programmed Press a programmable button with lights Press aure 0 1 Do one of the following Go to Step 3 of the next procedure to program another button for this extension Press and go to Step 2 of any button programming procedure in this section to program a button for a different extension Press 0 0 to exit Centralized Telephone Programming 43 PARTNER Voice Messaging Installation and Programming Voice Mailbox Transfer F14 This butto
30. endant Service Table 1 summarizes the communications system features for which you must choose settings if Automated Attendant Service AA Service will be used Table 1 Communications System Features Affecting Automated Attendant Service Feature Description Setting Group Call Specifies the outside lines to be answered If you want an outside line Distribution by AA Service You can specify some or all answered by AA Service assign 8206 Option 1 of your company s outside lines This feature assigns outside lines to Hunt Groups the line to Hunt Group 7 VMS Hunt Schedule 507 Specifies when the communications system is to route calls to the AA Service On PARTNER ACS 3 0 this feature allows you to specify this information on a per line basis Factory setting Always Day Only Routes calls only when Night Services is off Night Only Routes calls only when Night Service is on VMS Hunt Delay 506 Specifies after how many rings the communications system will route calls to the AA Service and its setting depends on whether AA Service or your receptionist acts as the primary call handler See Automated Attendant Scenarios later in this chapter On PARTNER ACS 3 0 you can specify on a per line basis the number of rings after which the AA Service answers calls The higher the number of rings the greater the delay allowing the receptionist more time to answer a call before it is routed
31. essage light if available at the subscriber s phone NOTED It is recommended that mailbox subscribers use system telephones with message lights Subscribers can retrieve these messages at their convenience from any touch tone phone either while on site or from an off site location The system informs subscribers of the number of new and old saved messages in their mailboxes and plays new messages first System Services and Features 11 PARTNER Voice Messaging Installation and Programming System Specifications System Capacities and Factory Settings m 2 voice channels ports assigned extensions 78 and 79 Supported Configurations Release 2 0 supports a maximum of four mailboxes R3S Configurations Number of Mailboxes Minutes of Storage per Mailbox Total Minutes of System Message Storage 21 50 43 4 factory setting 11 25 45 R3L Configurations Number of Mailboxes Minutes of Storage per Mailbox Total Minutes of System Message Storage 4 27 50 110 0 6 18 75 112 5 8 factory setting 15 00 120 0 10 11 25 112 5 12 10 00 120 0 14 7 50 105 0 16 6 25 100 0 See Appendix B for the factory set mailbox extension assignments for these system configurations System Specifications 12 Getting Started Voice Mail Service System Manager s Mailbox Mailbox 0 has no storage Factory set mailbox password 1234 Password length 4 digits
32. ey are being transferred For more information see Music On Hold and Ring on Transfer in the documentation for the communications system System Interactions 17 PARTNER Voice Messaging Installation and Programming Interactions with Call Answer Service Call Answer Service works with the following communications system features described in Table 2 Table 2 Communications System Features Affecting Call Answer Service Feature Description VMS Coverage When this feature is assigned for an extension intercom and 310 transferred callers are transferred to the voice messaging System when the called person does not answer by the fourth ring or by the number of rings specified within the communications system VMS Cover Rings feature Note Manual VMS Cover F15 allows subscribers to turn voice mail coverage on and off at their extensions using a programmed button regardless of the Automatic VMS Cover setting Do Not Disturb F01 Do Not Disturb button can be programmed on a subscriber s phone to prevent calls for that extension from audibly alerting lights still flash Subscribers who have VMS Extension Coverage either automatic or manual or Line Coverage Extension can use this feature when they want calls sent to the voice messaging system immediately Line Coverage Identifies an extension as the owner of a specific line so the Extension 2208 extension can activate Call Coverage or VMS Cover for t
33. for individual lines or extensions Refer to the documentation for the PARTNER communications system for more information about System Programming options NOTE You can talk on the telephone while you program This is useful if you need to call for support while programming However you must place the call before you enter programming mode and you must use the handset not the speakerphone to talk Entering System Programming Mode To enter system programming mode 1 At extension 10 or 11 make sure the programming overlay is in place over the system phone s dialpad 2 Press 0 0 Press System Program System Program Enter specific programming procedure codes Using Communications Systems Programming 36 Programming the Communications System Assigning Automatic Extension Privacy 4304 If VMS Hunt Delay is set to Immediate use this procedure to prevent users from accidentally picking up calls sent to the voice messaging system To set Automatic Extension Privacy 304 to Assigned for the PARTNER Voice Messaging extensions 78 and 79 specified on Form B1 1 Teo SI Press 78 Press vex rais until the display reads 1 Assigned Press vex em until the next PARTNER Voice Messaging extension number that is 79 specified on the System Extensions Form displays Press vex rais until the display reads 1 Assigned Assigning Automatic VMS Cover 310
34. g system If you want calls returned to the receptionist s extension assign that extension as the Transfer Return extension Otherwise specify another extension For Automated Attendant Service program the following communications system features Group Call Distribution 206 Option 1 VMS Hunt Delay 506 Automatic Extension Privacy 304 VMS Hunt Schedule 507 Music On Hold 602 Overview 35 PARTNER Voice Messaging Installation and Programming For Call Answer Service program the following communications system features m Line Coverage Extension 208 m Automatic VMS Cover 310 m VMS Cover Rings 117 321 on PARTNER ACS Release 3 0 or later You may also perform Telephone Button Programming for Manual VMS Cover F15 Do Not Disturb 01 Voice Mailbox Transfer F14 Voice Mail Auto Dial I777 Using Communications Systems Programming You can program the communications system from extension 10 or extension 11 You may find it more convenient to program from extension 11 This capability allows the receptionist to continue handling calls at extension 10 while you program System Programming requires a system display phone at extension 10 or extension 11 with a programming overlay placed over the phone s dialpad System Programming procedures are identified by and a 3 digit code for example the procedure code for System Date is 101 System Programming changes settings for the system as a whole or
35. ged all messages that had been left in existing mailboxes were deleted during the system reconfiguration Troubleshooting 51 PARTNER Voice 3 TEMARA EA es nd Programming Lu eS Troubleshooting SEE 52 Planning Forms Form 1 System Configuration and Mailbox Assignments Factory settings are indicated by the 35 2mailbxes __ 4mailboxesv R3L 4 mailboxes 6mailboxes 8mailboxesv 10 mailboxes 12 mailboxes 14 mailboxes 16 mailboxes Mailbox Extension Assignment Subscriber Name o AJOJN eo Co ee A Form 1 System Configuration and Mailbox Assignments 53 PARTNER Voice Messaging Installation and Programming Release 2 supports up to 4 mailboxes which are identified as 01 02 03 and 04 Completing this form To identify your system configuration that is the number of mailboxes supported place a checkmark w in the appropriate area for Release 3 0 or later The R3S configuration can support up to 4 mailboxes which is the factory setting indicated by the and the R3L configuration can support up to 16 mailboxes factory set at 8 mailboxes The amount of message recording time available for each mailbox depends on how system capacity is configured see System Specifications in C
36. gning Automated Attendant Selector Codes Before you begin locate Form 2 Automated Attendant Selector Codes for PARTNER Voice Messaging All Selector Codes are factory set to Direct Extension Transfer To assign the Automated Attendant Selector Codes for PARTNER Voice Messaging 15 2 3 4 Log into System Administration according to the appropriate procedure Press to administer the Selector Code assignments Enter the first Selector Code from 1 to 9 shown on Form 2 Do one of the following assign Direct Extension Transfer for this Selector Code press assign an extension to this Selector Code enter the extension number followed by delete a Selector Code that is unused press Release 3 0 or later exit without changing the Selector Code press To program another Selector Code repeat Steps 2 through 5 Assigning Automated Attendant Selector Codes 30 Programming the Messaging System Recording the Automated Attendant Menu Prompt Before you begin locate Form 3 Automated Attendant Menu Prompt for PARTNER Voice Messaging Z caution You should record the Automated Attendant Menu Prompt when the system is idle If the system receives a call while you are recording the prompt the system plays the factory set Automated Attendant Menu Prompt Keep in mind that as soon as you begin recording any previously recorded prompt except the factory set p
37. hapter 1 To assign a mailbox to an extension other than the factory setting write in the extension to be used m For PARTNER Advanced Communication System R1 1 use an extension number from 10 41 m For PARTNER ACS Release 2 0 use an extension number from 10 49 m For PARTNER Endeavor Release 1 0 use an extension number from 10 49 For every mailbox in use write the name of the mailbox subscriber Programming Procedure m Tochange the system configuration dial 2 from the System Administration Menu Release 3 0 or later m assign a mailbox to an extension dial 7 from the System Administration Menu Form 1 System Configuration and Mailbox Assignments 54 Form 2 Automated Attendant Selector Codes Planning Forms Selector Code Action Choose One Selector Range of Extension or Group ae Extension for Description Code Extensions Unused Selector Code for Direct Transfer Extension Transfer 1 10 19 2 20 29 3 30 39 4 40 49 5 6 71 74 76 7 771 776 8 9 General Information The factory settings are listed in the Range of Extensions for Direct Extension Transfer column The Selector Code is the first digit dialed by the caller in response to the menu prompts In Direct Extension Transfer Selector Codes 1 5 and 7 represent the first digit for a range of extensions These Selector Codes let callers dial extension numbers directly
38. hat line When a call comes in on a covered line the system routes the call to the line owner s mailbox if the call is not answered Voice Mailbox A Voice Mailbox Transfer button can be programmed on a Transfer F14 user s phone so that the user can transfer callers directly to a PARTNER Voice Messaging mailbox without ringing the subscriber s extension first System Interactions 18 Communications System Planning Forms Initial Preparation The following forms that come with your communications system documentation contain the information required to program PARTNER Voice Messaging To Use Form Identify basic information about the system including line number and type of voice messaging service required for each line System Configuration Identify basic information about each extension including type of telephone or auxiliary equipment at the extension and the name of the subscriber or a description of how the extension is used System Extensions Identify feature settings such as Automatic VMS Cover and Automatic Extension Privacy and group assignments for each extension Customized Extension Settings Specify which features are programmed on buttons for each extension These buttons can be for VMS Cover Do Not Disturb Voice Mailbox Transfer and Voice Mail Auto Dial Button Assignments Communications System Planning Forms 19 PARTNER Voice Messaging Inst
39. ify that the extension has been assigned VMS coverage and that VMS coverage is turned on Verifying the System Programming 47 PARTNER Voice Messaging Installation and Programming Test 4 1 Make sure VMS Cover is on at the owner s extension 2 Callin on the assigned line and make sure the call goes to VMS Cover by the number of rings specified by VMS Cover Rings 321 on PARTNER ACS Release 3 0 or later 117 for all other PARTNER communications systems 3 Repeat this procedure for every line that has been assigned coverage 208 Expected Result Verify that you hear the mailbox greeting for each line that has been assigned coverage Problem Resolution m Verify that a mailbox has been assigned for this extension m Verify that the extension has been assigned VMS coverage and VMS coverage is turned on Verifying the System Programming 48 Testing Your System s Operation Troubleshooting Responding to Caller Complaints About System Operation Outside callers hear ringing but the system does not answer 1 Ifthis problem occurs when Automated Attendant Service answers calls reduce the number of options on or length of the Automated Attendant menu prompt to reduce the amount of time VMS extensions are busy 2 Use 206 Option 1 or 3 to verify that lines have been assigned for Automated Attendant Service or use 208 to verify that lines have been assigned to Call Answer Service If lines have been assigned to Cal
40. ing before they are sent to the voice messaging system as indicated on the System Configuration Form Page 2 VMS Cover Rings For PARTNER ACS Release 3 0 or later 321 Press Enter the number of the first extension for which VMS Cover Rings is to be specified Press until the appropriate value displays To program another extension press or until the appropriate value displays RON Repeat Steps 3 and 4 for each extension for which VMS Cover Rings is to be specified For All Other Communications Systems 1117 1 Press 900000 2 Enter the VMS Cover Rings setting 1 to 9 specified on the System Configuration Form 3 Press 0 0 to exit programming mode Specifying VMS Cover Rings 40 Programming the Communications System Assigning VMS Hunt Delay Check the System Configuration Form Page 2 VMS Hunt Delay If Delayed is specified follow the appropriate procedure below For PARTN 1 Press At the Press Press ER ACS Release 3 0 or later 506 5 0 6 ode prompt enter Day 1 or Night 2 Enter the line number Next Data Until the appropriate value 0 to 6 rings displays To program another line press or until the appropriate line number displays Next Data until the appropriate value displays Repeat Steps 4 and 5 as necessary For All Other Communications Systems 506 1 Press 2 Press POOO until the appropri
41. l Answer Service also verify that VMS coverage is turned on for the extension 3 Use Hunt Group Extensions 505 to verify that the VMS extensions are assigned to Hunt Group 7 4 Ifall programming is correct call for technical assistance The system takes too long to answer calls 1 Ifthis problem occurs when Automated Attendant Service answers calls m Verify that the VMS Hunt Delay is set to Immediate or to a minimum number of rings for the PARTNER ACS Release 3 0 or later m Reduce the number of options on or length of the Automated Attendant Menu Prompt to reduce the amount of time VMS extensions are busy 2 For Call Answer Service adjust the VMS Cover Ring setting 4321 for PARTNER ACS 3 0 or later or 117 for all other PARTNER communications systems to fewer rings 3 For Call Answer Service recommend that subscribers program a Do Not Disturb button on their system telephones They should turn on the feature when they leave their desks or whenever they are too busy to answer calls Calls to extensions with Do Not Disturb on are answered immediately The system cuts off part of the greeting m Re record the greeting Use the handset while recording and be sure to wait until after the tone before speaking Do not press any dialpad keys until after you have finished recording The system transfers calls to a receptionist before playing the menu prompt for Automated Attendant Service m Use Hunt Group Extensions
42. l Service allows the System Manager to program the voice messaging system and subscribers to listen to messages and to manage their own mailboxes by performing the activities shown in Figure 1 See Using PARTNER Voice Messaging for instructions for recording a personal greeting listening to messages transferring to another extension changing a password and changing Call Answer Mode in Release 3 0 only System Services and Features 10 Getting Started T Figure 1 summarizes the features associated with each service PARTNER Voice Messaging Call Answer Service Voice Mail Service Automated Attendant Prompts callers to leave a message Allows subscribers to Answers and routes call without Record Mode or transfer to m Listen to messages the aid of a receptionist another extension when the party Delete or save messages is not available either mode Fast forward or rewind while listening to a message m Plays a menu prompt that offers callers a choice of actions m Replay messages Skip messages m Record personal greeting Change their password m Change mailbox Call Answer Mode Figure 1 PARTNER Voice Messaging Services Mailboxes When a caller leaves a message the voice messaging system places the message in the mailbox and turns on the m
43. mail messages or altered greetings Inability to get an outside line Series of calls with silence on the other end or with the caller hanging up Sudden increase in wrong numbers Caller complaints that your lines are busy Callers claiming to represent the phone company Ask for a callback number Callers trying to obtain sensitive information or asking for assistance in placing outside or long distance calls Ask for a callback number Increases in internal requests for assistance in making outside calls particularly international calls or requests for dial tone m Never distribute the office telephone directory to anyone outside the company m Never discuss your telephone system s numbering plan with anyone outside your company Security 14 Initial Preparation SEDE ane Overview To prepare for voice messaging system installation and programming m Review voice messaging service interactions with communications system features m Complete the necessary communications systems forms m Complete the necessary voice messaging system forms System Interactions The tables in this section identify the communications system features that interact with the voice messaging system For more information about any of these features see the documentation for your communications system Overview 15 PARTNER Voice Messaging Installation and Programming Interactions with Automated Att
44. n all without the aid of a receptionist And if the employee called is unavailable to answer the call the voice messaging system allows the caller to leave a private message in the employee s voice mailbox or transfer to the receptionist or another extension for assistance With PARTNER Voice Messaging System your employees are alerted to the arrival of messages in their mailbox by the message light on their system telephone They can retrieve these messages from any touch tone telephone even if your employees are on the road The voice messaging system lets them know how many of these messages are new and how many are old It also allows them to record and change the personal greeting for their mailbox and to create a password to keep their messages private Welcome 9 PARTNER Voice Messaging Installation and Programming System Services and Features The voice messaging system provides three services Automated Attendant Service acts like an automated receptionist It answers outside calls and transfers them to the destination selected by the caller without assistance from a receptionist The Automated Attendant Service plays either the factory set menu prompt see System Specifications or a customized Automated Attendant Menu Prompt that you create and record This menu prompt welcomes callers and lets them know they have reached the correct number It can also offer callers a menu of options for transferring to the desired party
45. n assignments If you decrease the number of mailboxes configured for the PARTNER Voice Messaging system this procedure will initialize all mailboxes including delete all personal greetings initialize all mailbox passwords except that for the System Manager reset Call Answer Mode to default Record Mode delete all messages in mailboxes Reinitializing a Mailbox 32 Programming the Messaging System All new mailboxes are assigned to previously unassigned extensions starting at extension 10 For example if the system size is decreased from 4 mailboxes to 2 mailboxes the resulting extension assignments are Mailbox 1 is assigned to extension 10 and Mailbox 2 is assigned to extension 11 See Appendix B for more information on mailbox extension assignments Valid Configurations m For R3S 2 and 4 factory setting mailboxes m For R3L 4 6 8 factory setting 10 12 14 and 16 mailboxes For more information see Appendix B To reconfigure system capacity 1 Log into System Administration according to the appropriate procedure Press to reconfigure system capacity Do one of the following Enter the number of the mailboxes you want in the system Press to return to the Programming Main Menu without making changes Reinitializing a Password If a subscriber forgets the password for his or her mailbox you can reinitialize the password to the factory set password of 1234 so the user can retrieve mes
46. n lets any system user transfer calls directly to a PARTNER Voice Messaging mailbox without ringing the associated extension first To program a Voice Mailbox Transfer VMBox button as specified on the Button Assignments Form 1 Press Feature System Program System Program Central Tel Program Enter the number of the extension to be programmed 2 3 Press a programmable button 4 Press 1 02 5 Do one of the following Go to Step of the next procedure to program another button for this extension Press and go to Step 2 of any button programming procedure in this section to program a button for a different extension Press 0 0 to exit Voice Mail Auto Dial This intercom Auto Dial button allows the subscriber to access PARTNER Voice Messaging with the touch of one button To program a Voice Mail Auto Dial button as specified on the Button Assignments Form Press Feature System Program System Program Central Tel Program Dial the number of the extension to be programmed Press a programmable button Press left Geran 7 7 2 At this point do one of the following Quer Press and go to Step 2 of any button programming procedure in this section to program a button for a different extension Press Caua 0 0 to exit Centralized Telephone Programming 44 Testing Your System s Operation Ove
47. nas Ra RUE 12 a System Capacities and Factory 0 12 Supported Configurations sn ua sis wes FOL eee eee des CUL m a EORR CU 12 Vote Mail SEPAN 13 Automated Attendant Service 13 Call Answer 13 Communications 252225525 ee x ERU Ew EE E Eae X PESE 13 EDU qo dd deus a d PRA d rli ot od OD LA ROAM TAMA oil 14 a System Security GuideliiBS 2 2 52 UR DERE 14 2 1 15 DE IRI MER T TT TS TOT IT TEST ae TT SETTE 15 E TEIL ETT TEL COL ITO 15 Interactions with Automated Attendant 16 Automated Attendant Service 5 17 Idus ors ae ee dau aad 17 a Interactions with Call Answer 18 Communications System Planning 2 4 4 4 19 PARTNER Voice Messaging Planning 20 3 Installation 21 LEUR
48. ng PC Card Release 3 versions 9 password reinitializing 33 System Manager 33 34 personal greeting 32 programming guidelines 27 65 PARTNER Voice Messaging Installation and Programming R S 66 R3L version 9 R3S version 9 Record Mode 10 Record Mode options 10 security 14 Security see also Appendix A Selector Code 10 Selector Code Action 10 Selector Code Transfer 10 Selector Codes factory setting 30 Support see Appendix A System Administration log in procedures 26 Menu 28 System capacities 12 System capacity reconfiguring 32 system configurations 33 System Manager password changing 34 system operation verifying 45 system programming verifying 45 System Programming Mode 36 Transfer Return Extension 16 35 39 troubleshooting 49 V VMBox button 44 VMS Cover Rings 40 VMS Coverage 18 VMS Hunt Delay 16 41 VMS Hunt Group Extensions 25 35 VMS Hunt Schedule 16 42 Voice Mail Auto Dial button 44 Voice Mail Service 10 Voice Mailbox Transfer 18 Voice Mailbox Transfer button 44 voice messaging service interactions with communications system 15 Voice Messaging Services 10 voice messaging system extensions 25 forms 20 PC card installation 21 programming 26 voice messaging systems forms 53
49. o A Extension Assignments for Changed Configurations 64 Index A G announcement creating customized 56 Answer Only Mode 10 Answer Only Mode options 10 Auto Dial button 44 Automated Attendant Menu Prompt listening to 31 recording 31 Automated Attendant Selector Codes assigning 30 Automated Attendant Service 10 communications system options 17 programming checklist 35 Automatic Extension Privacy 16 37 Automatic VMS Cover 37 buttons Do Not Disturb 18 43 programming 43 VMBox 44 VMS Cover 43 Voice Mail Auto Dial 44 C Call Answer Mode options 10 Call Answer Service 10 programming checklist 36 centralized telephone programming 43 communications system forms 19 programming 36 Customer support see Appendix A D Direct Extension Transfer 10 Do Not Disturb 18 Do Not Disturb button 43 factory settings 12 factory set configurations mailbox extension assignments 59 Group Call Distribution initial programming 38 interactions with Automated Attendant Service 16 H Helpline Lucent Technologies see Appendix A initial settings 23 installation 21 Line Coverage Extension 18 log in procedures 26 M mailbox assigning to an extension 29 reinitializing 32 System Manager 26 using 11 mailbox extension assignments 59 mailbox password reinitializing 33 Music On Hold 17 38 N Night Service initial programming 39 PARTNER Voice Messagi
50. ons for installing programming and using the PARTNER Voice Messaging PC Card Release 2 0 and 3 0 or later with the PARTNER Advanced Communications System ACS Release 1 1 or later and PARTNER Endeavor System Release 1 0 This guide is intended for the technician who installs the hardware and programs the initial system settings as well as for the System Manager who is responsible for managing the system on an ongoing basis The PARTNER Voice Messaging PC Card Release 3 0 is available in two versions Release 3 Small R3S and Release 3 Large R3L to support a greater range of mailbox configurations see System Specifications later in this chapter In addition certain voice messaging system features are available only with Release 3 0 as indicated in this guide The PARTNER Voice Messaging PC Card works with your PARTNER communications system and ensures that your customers calls are handled quickly and efficiently day or night according to your specifications You can program the voice messaging system to complement your business environment For example the voice messaging system can be programmed to serve as a backup when the day time receptionist is busy and at night when no receptionist is available The voice messaging system can answer outside calls play a customized message prompting the caller to press digits to reach the person with whom the caller wants to speak and route the call to the appropriate perso
51. ound noise in your recordings use the handset rather than the speakerphone when recording greetings m Hang up to exit programming Using PARTNER Voice Messaging System Programming 27 PARTNER Voice Messaging Installation and Programming The System Administration Menu The System Administration Menu enables you to assign mailboxes to extensions change the system configuration play mailbox assignments record the Automated Attendant Menu Prompt assign Selector Codes change the System Manager s password initialize mailboxes and reinitialize mailbox passwords PARTNER Voice Messaging Press Intercom 7 7 7 if calling internally or Press while listening to Automated Attendant Menu or mailbox greeting if calling from an outside line Enter 0 followed by 2 Enter password factory setting 1234 followed by to select mailbox 0 Administer Record RPEN Assign System Automated Assign Change Initialize Reinitialize Mailbox to Confi ti Attendant Selector Your a a Mailbox Extension ontiguration Menu Prompt Codes Password Mailbox Password Press 7 p Pres 2 Press 3 Press 4 Press 5 Press 6 Press TC adem ur Figure 3 System Administration Menu Using PARTNER Voice Messaging System Programming 28 Programming the Messaging System Assigning a Mailbox to an Extension Before you begin locate Form 1 Mailbox Assignments for PARTNER Voice Messaging Check to
52. r information on mailbox extension assignments that result when you increase system capacity see Mailbox Extension Assignments for Systems with Increased Capacity later in this chapter Table 5 shows the extension assignments for a 2 mailbox PVM R3S configuration when you decrease the system size from four to two mailboxes Table 5 R3S Mailbox Extension Assignments for a 2 Mailbox Configuration Mailbox Extension 1 10 2 11 Extension Assignments for Changed Configurations 60 Planning Forms Table 6 shows the extension assignments for a R3L configuration when you decrease the System size to four mailboxes Table 6 R3L Mailbox Extension Assignments for a 4 Mailbox Configuration Mailbox Extension 1 10 2 11 3 12 4 13 Table 7 shows the extension assignments for a R3L configuration when you decrease the System size to six mailboxes Table 7 R3L Mailbox Extension Assignments for a 6 Mailbox Configuration Mailbox Extension 10 11 12 13 14 15 Table 8 shows the extension assignments for R3L configuration when you decrease the System size to eight mailboxes Table 8 R3L Mailbox Extension Assignments for an 8 Mailbox Configuration Mailbox Extension 1 10 11 12 13 14 15 16 17 c Extension Assignments for Changed Configurations 61 PARTNER
53. ral instructions for programming and managing PARTNER Voice Messaging The order of the procedures in this section enables you to record the Automated Attendant Menu Prompt change the system configuration size and change the assignments for the mailboxes before PARTNER Voice Messaging begins to handle calls this order is recommended to ensure that calls are handled correctly for the subscribers who require voice mail coverage You should have all completed voice messaging system and communications system planning forms available for reference When you complete all programming perform the system programming verification procedures in Chapter 6 Z caution To ensure that your voice messaging system operates correctly you must first assign extensions 78 and 79 which are associated with PARTNER Voice Messaging to Hunt Group 7 according to the following procedure 505 Assigning VMS Hunt Group Extensions 505 Perform this procedure first before logging into PARTNER Voice Messaging for new installations To assign voice messaging system extensions 78 and 79 to Hunt Group 7 1 Press At the croup prompt press 7 At the Extension prompt enter for the first extension number assigned to PARTNER Voice Messaging as shown on the System Extensions Form 4 Press until the display reads 1 Assigned 5 Press to display extension 79 the second extension number assigned to PARTNER Voice Messaging as shown on the System Exten
54. rfaces Avaya provided software applications as well as their underlying hard ware software platforms and interfaces Any other equipment networked to your Avaya products Federal Communications Commission Statement Part 15 Class A Statement This equipment has been tested and found to comply with the limits for a Class A digital device pursuant to Part 15 of the FCC Rules These limits are designed to provide reasonable protection against harmful interfer ence when the equipment is operated in a commercial environment This equipment generates uses and can radiate radio frequency energy and if not installed and used in accordance with the instructions may cause harmful interference to radio commu nications Operation of this equipment in a residential area is likely to cause harmful interference in which case the user will be required to correct the interference at his own expense Part 15 Class B Statement This equipment has been tested and found to comply with the limits for a Class B digital device pursuant to Part 15 of the FCC Rules These limits are designed to provide reasonable protection against harmful interfer ence in a residential installation This equipment generates uses and can radiate radio frequency energy and if not installed and used in accordance with the instruc tions may cause harmful interference to radio communications However there is no guarantee that interference will not occur in a particular ins
55. rompt is erased To record the Automated Attendant Menu Prompt for PARTNER Voice Messaging Automated Attendant Service 1 Boom Log into System Administration according to the appropriate procedure Press 3 to administer the Automated Attendant Menu Prompt Press 7 to record the Automated Attendant Menu Prompt shown on Form 3 Press 7 to end recording and do one of the following To approve the Automated Attendant Menu Prompt press play back the Automated Attendant Menu Prompt press re record the Automated Attendant Menu Prompt press Go to Step exit press 90 This action restores the factory set prompt Listening to the Automated Attendant Menu Prompt To listen to the current Automated Attendant Menu Prompt for PARTNER Voice Messaging Automated Attendant Service 1 Log into System Administration according to the appropriate procedure Press to administer the Automated Attendant Menu Prompt Press to hear the Automated Attendant Menu Prompt The system plays the current Automated Attendant Menu Prompt Recording the Automated Attendant Menu Prompt 31 PARTNER Voice Messaging Installation and Programming Reinitializing a Mailbox To prepare a previously used mailbox for a new subscriber you can reinitialize the mailbox This procedure deletes any messages left in the mailbox and turns off the phone s message light if on erases the personal greeting if r
56. rvice handles overflow a Use Group Call Distribution 206 Option 1 to identify the lines to be answered by Automated Attendant Service b Set VMS Hunt Schedule 507 to Always Set VMS Hunt Delay 506 to Delayed m Case 2 Automated Attendant Service is the primary call handler a Use Group Call Distribution 206 Option 1 to identify the lines to be answered by Automated Attendant Service b Set VMS Hunt Schedule 507 to Always Set VMS Hunt Delay 506 to Immediate d SetAutomatic Extension Privacy 304 to Assigned for each PARTNER Voice Messaging extension When VMS Hunt Delay is set to Immediate you can use this feature to prevent users from accidentally picking up calls sent to the voice mail system m 3 The receptionist answers calls during the day Automated Attendant Service answers calls at night a Use Group Call Distribution 206 Option 1 to identify the lines to be answered by Automated Attendant Service b Set VMS Hunt Schedule 507 to Night Only Set VMS Hunt Delay 506 to Immediate Music On Hold If you use Automated Attendant Service you also may want to use the communications system s Music On Hold feature When Music On Hold is Active and an audio source is connected to the system callers being transferred hear music or recorded material If Music On Hold is Not Active callers hear tones ringing or silence depending on how the communications system is set up while th
57. rview If you cannot solve a problem with your voice messaging system after using the procedures contained in this section contact your local Authorized Dealer Verifying the System Programming After you finish programming the PARTNER Voice Messaging and the communications system you should perform the tests identified in the following table to verify system operation If you have a display phone at extension 11 you should perform these tests from extension 11 leaving extension 10 for the receptionist to handle calls To verify Perform Automated Attendant Service programming Tests 1 and 2 Call Answer Service programming Tests 1 3 and 4 Overview 45 PARTNER Voice Messaging Installation and Programming Test 1 Make an internal call to the ports that have been assigned to the VMS Hunt Group by doing the following 1 Press 7 8 See Result Hang up and go to Step 2 2 Press 7 9 See Result Expected Result You should hear the following Welcome to PARTNER Voice Messaging Please enter extension and sign Problem Resolution If you do not hear the correct system response verify that extensions 78 and 79 have been assigned to Hunt Group 7 505 You may also need to verify that the PC card is fully inserted Test 2 m If the VMS Hunt Schedule for the communications system or for the line for PARTNER ACS 3 0 or later is set for Day Only make sure the communic
58. sages Remind the subscriber to change the password immediately after logging in for the first time You cannot use this procedure to reinitialize the System Manager s password for mailbox 0 If you change the System Manager s password and forget it contact your local Authorized Dealer for instructions for how to reset the password To reinitialize a password to 1234 1 Log into System Administration according to the appropriate procedure 2 Press followed by the mailbox number Then press to reinitialize a password The system plays The password has been reinitialized Reinitializing a Password 33 PARTNER Voice Messaging Installation and Programming Changing the System Manager s Password This section tells you how to change the System Manager s password for mailbox 0 The factory set password for mailbox 0 is 1234 To prevent unauthorized programming of the system you should change the default password immediately after installation You must assign four digits for a password It is recommended that you create a password from random nonsequential digits You cannot reinitialize the System Manager s password you change the password and forget it contact your local Authorized Dealer for assistance To change the System Manager s password for mailbox 0 Log into System Administration according to the appropriate procedure Press to change the password Enter four digits for the new pa
59. see Chapter 4 to accommodate changes in staff size or to gain more message storage space for your system When you reconfigure the voice messaging system you must ensure that all configuration information and mailbox extension assignments are current see Form 1 in Appendix A PARNTER Voice Messaging Release 2 0 supports from 2 to 4 mailboxes The following tables illustrate the factory set mailbox assignments for each configuration Mailbox Extension Assignments for Factory Set Configurations Table 3 shows the 4 mailbox factory set PVM R3S configuration assignments Table3 R3S Factory Set Mailbox Extension Assignments Mailbox Extension 1 10 2 11 3 12 4 13 NOTED The mailbox extension assignments shown in Table 3 also illustrate the factory settings for Release 2 However for Release 2 the mailboxes must be identified by two digits that is 01 02 03 and 04 Overview 59 PARTNER Voice Messaging Installation and Programming Table 4 shows the 8 mailbox factory set R3L configuration assignments Note that you can assign mailboxes to any extension from 10 through 49 Table 4 R3L Factory Set Mailbox Extension Assignments Mailbox Extension 1 10 11 12 13 14 15 16 17 c OD Extension Assignments for Changed Configurations The following tables show the mailbox extension assignments that result when you decrease the System size Fo
60. sing or a programmed Voice Mail Auto Dial button 2 Enter and press when prompted 3 Enter the four digit password and press when prompted The factory set password is 1234 The first time you access this menu you should change the factory set password Use hard to guess value and record it in a safe place See Changing the System Manager s Password Using PARTNER Voice Messaging System Programming 26 Programming the Messaging System Logging Into System Administration from Another Location To log into System Administration from a telephone outside your communications system 1 Callin on a line answered by PARTNER Voice Messaging 2 Press during the Automated Attendant Menu Prompt or during a mailbox greeting 3 Enter and press when prompted 4 Enter the four digit password and press when prompted The factory set password is 1234 The first time you access this menu you should change the factory set password Use a hard to guess value and record it in a safe place See Changing the System Manager s Password Programming Guidelines You can use these tips for more efficient programming m You do not have to wait for a prompt to play before entering digits for the next step m Press at any point during programming to return to the Programming Main Menu m ensure that you hear voice prompts turn off your microphone if using the speakerphone m To avoid backgr
61. sions Form 6 Press until the display reads 1 Assigned Overview 25 PARTNER Voice Messaging Installation and Programming Using PARTNER Voice Messaging System Programming The System Manager s mailbox Mailbox 0 is a special mailbox that is used to program PARTNER Voice Messaging The System Manager uses this mailbox to m Assign mailboxes to the PARTNER communications system extensions m Change the system configuration that is number of mailboxes m Record a menu prompt up to two minutes long m Assign Selector Codes that is the first digit the caller dials in response to the menu prompt m Initialize a mailbox to prepare it for use by a new subscriber m Change the System Manager s password for the System Manager s mailbox 0 m Reinitialize passwords for mailboxes if a subscriber forgets the password The factory set password for the System Manager s mailbox is 1234 See Changing the System Manager s Password for instructions on how to change the password NOTED Although the System Manager s mailbox has a password it does not have storage capacity for messages Note that Step 1 of each programming procedure in this chapter is logging into PARTNER Voice Messaging which is explained below If you are already logged into PARTNER Voice Messaging you can skip Step 1 Logging Into System Administration from an Internal Telephone To log into System Administration 1 Call PARTNER Voice Messaging by pres
62. ssed equipment Theft such as of intellectual property financial assets or toll facility access Eavesdropping privacy invasions to humans Mischief troubling but apparently innocuous tampering Harm such as harmful tampering data loss or alteration regardless of motive or intent Be aware that there may be a risk of unauthorized intrusions associated with your sys tem and or its networked equipment Also realize that if such an intrusion should occur it could result in a variety of losses to your company including but not limited to human data privacy intellectual property material assets financial resources labor costs and or legal costs Your Responsibility for Your Company s Telecommunications Security The final responsibility for securing both this system and its networked equipment rests with you an Avaya customer s system administrator your telecommunications peers and your managers Base the fulfillment of your responsibility on acquired knowledge and resources from a variety of sources including but not limited to Installation documents System administration documents Security documents Hardware software based security tools Shared information between you and your peers Telecommunications security experts To prevent intrusions to your telecommunications equipment you and your peers should carefully program and configure your Avaya provided telecommunications systems and their inte
63. ssword and press when prompted Boom Re enter your new password and press when prompted The new password is now active Changing the System Manager s Password 34 Programming the Communications System Overview This chapter provides instructions for changing the communications system settings necessary for proper operation with PARTNER Voice Messaging You should have all completed voice messaging system and communications system planning forms available for reference In addition refer to the Initial Programming Checklist in this chapter to determine which communications system features you will need to program for specific voice messaging configurations When you complete all programming perform the system programming verification procedures in Chapter 6 Initial Programming Checklist You must program the following communications system features for every installation VMS Hunt Group Extensions 505 Assign the PARTNER Voice Messaging PC Card s extensions 78 and 79 to PARTNER ACS or PARTNER Endeavor Hunt Group 7 505 which is used for voice mail systems See Chapter 4 for instructions Transfer Return Extension 306 If the voice mail system transfers a call to an extension that is busy or does not answer and that has no Voice Mail coverage the communications system transfers the call to the Transfer Return Extension The factory setting for Transfer Return is extensions 78 and 79 the voice messagin
64. tallation If this equipment does cause harmful interference to radio or television reception which can be deter mined by turning the equipment off and on the user is encouraged to try to correct the interference by one or more of the following measures Reorient the receiving television or radio antenna where this may be done safely To the extent possible relocate the receiver with respect to the telephone equip ment Where the telephone equipment requires ac power plug the telephone into a different ac outlet so that the telephone equipment and receiver are on different branch circuits Part 15 Personal Computer Statement This equipment has been certified to com ply with the limits for a Class B computing device pursuant to Subpart J of Part 15 of FCC Rules Only peripherals computing input output devices terminals printers etc certified to comply with the Class B limits may be attached to this computer Operation with noncertified peripherals is likely to result in interference to radio and television reception Part 68 Network Registration Number This equipment is registered with the FCC in accordance with Part 68 of the FCC Rules It is identified by FCC registration num ber xxx Refer to the Federal Communications Commission Statement in About This Book for more information regarding Part 68 Part 68 Answer Supervision Signaling Allowing this equipment to be operated in a manner that does not provide proper
65. the Range of Extensions for Direct Extension Transfer column Write a checkmark w the Unused column NOTED Using a mailbox you can create a customized business announcement rather than a personal greeting for callers to hear The announcement should include not only the information about your business but also instructions for transferring to the receptionist for assistance To do so assign a mailbox to an extension for example extension 49 not associated with physical equipment Follow the procedure above for Selector Code Transfer Programming the Menu Selector Codes m program the menu selector codes dial from the System Administration Menu Form 2 Automated Attendant Selector Codes 56 Planning Forms Form 3 Automated Attendant Menu Prompt he menu prompt can assist your callers in reaching their desired destination so that your staff is free to perform other tasks he menu prompt be up to two minutes long Menu Prompt General Information The Automated Attendant Menu Prompt should contain a welcome and a list of menu options The welcome should introduce the company For example Thank you for calling the Any Travel Agency The menu options should contain instructions that correspond to the Menu Definition set up on Form 3 f callers can dial extension numbers Direct Extension Transfer the prompt should instruct callers to
66. the lights are still out in the continental S contact your Lucent Technologies Representative or local Authorized Dealer If you have a 2 Slot carrier or a standalone configuration you are finished with this procedure If you have a 5 Slot carrier continue with Step 6A a Make sure all modules are seated properly The cover will not fit if the modules are not seated properly b To replace the cover grasp it by its upper edges and hold it squarely over the control unit Place the cover over the modules and make sure it fits firmly in place d Tighten the screw on the lower front cover When the PARTNER Voice Messaging PC Card is installed in the PARTNER communications system processor module and the system is powered up some settings are established for both PARTNER Voice Messaging see System Capacities and Factory Settings in Chapter 1 and the PARTNER ACS system or PARTNER Endeavor system If you want to make changes to the initial settings for PARTNER Voice Messaging use the instructions in Chapter 4 If you want to make changes to the initial PARTNER ACS or PARTNER Endeavor settings use the instructions in Chapter 5 Important Safety Instructions 23 PARTNER Voice Messaging wistalation ang Important Safety Instructions a a UU 24 Programming the Messaging System Overview This chapter provides instructions for changing the initial PARTNER Voice Messaging settings as well as gene
67. to AA Service On PARTNER ACS 3 0 you can specify on a per line basis the number of rings 0 to 6 You can also specify different settings for day and night For all other systems factory setting Immediate The AA Service answers calls on the second ring day and night Delayed AA Service answers outside calls on the fourth ring day and night Automatic Extension Privacy 304 If VMS Hunt Delay is set to two or fewer rings you can use this feature to prevent subscribers from accidentally picking up calls sent to the voice messaging system Factory setting Off Transfer Return Extension 306 Allows you to ensure that unanswered calls transferred by the voice mail system return to a designated extension where they ring until answered If the voice mail system transfers a call to an extension that has no voice mail coverage the communications system transfers the call to the Transfer Return Extension which you can specify Factory setting Calls are returned to the voice messaging system extensions 78 and 79 It is strongly recommended that you change these settings System Interactions 16 Initial Preparation Automated Attendant Service Scenarios The following sample scenarios illustrate typical ways in which the communications system can be set up to support Automated Attendant Service m Case 1 The receptionist is the primary call handler Automated Attendant Se
68. utton at extension 10 Specifying Transfer Return Extensions 306 For extensions 78 and 79 assigned to PARTNER Voice Messaging use the following procedure to assign an extension as the Transfer Return extension Transfer Return ensures that calls transferred by the voice messaging system from an extension that is busy or does not answer and has no voice mail coverage return to a designated Transfer Return Extension where they ring until answered If you want calls returned to the receptionist assign extension 10 or 11 If you want calls returned to another system extension assign any valid extension 10 through 41 for PARTNER ACS Release 1 1 or 10 through 49 for all other PARTNER communications systems To assign the Transfer Return Extension for voice messaging system extensions 78 and 79 1 Press 2 Atthe Extension prompt enter for the first extension number assigned to PARTNER Voice Messaging as shown on the System Extensions Form At the pata prompt enter the extension number for the Transfer Return extension 4 Press to display extension 79 the second extension number assigned to PARTNER Voice Messaging as shown on the System Extensions Form 5 Atthe pata prompt enter the extension number for the Transfer Return extension Assigning Night Service 503 39 PARTNER Voice Messaging Installation and Programming Specifying VMS Cover Rings Use the appropriate procedure to specify the number of times calls r
69. y If the subscriber tries again and succeeds the problem is resolved If the subscriber still cannot log in reinitialize the password according to the procedure in Reinitializing a Password earlier in this guide If the system configuration has been changed verify whether the subscriber s original mailbox has been removed and whether a new mailbox has been assigned to the subscriber The date or time in message headers is incorrect Refer to System Date 101 System Day 102 or System Time 103 in the documentation for the communications system to check the day date and time settings If the day date and time are incorrect choose one of these procedures to re enter the correct value After one minute this change will update the day date and time on the voice messaging system If message headers for the new messages that arrive after the reset are still incorrect call for technical assistance Subscribers hear a busy signal when calling into voice mail 1 Use Hunt Group Extensions 505 to verify that the VMS extensions are assigned to Hunt Group 7 PARTNER Voice Messaging can handle a maximum of two calls simultaneously If this is not sufficient for your needs contact your local Authorized Dealer for another Lucent solution The message light does not turn off Listen to or delete all new messages from the mailbox saved messages in the mailbox are missing If the system configuration has been chan

PARTNER Voice Messaging PC Card Installation and Programming

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