PARTNER Voice Messaging PC Card Installation, Programming and Use 518-456-100 Issue 2 November 1997
Copyright 1998, Lucent Technologies All Rights Reserved Printed in USA 518-456-100 Issue 2 April 1998 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.
Table of Contents Purpose of This Guide................................................................................... 2 Terminology .............................................................................................. 2 Key Sequences......................................................................................... 2 Voice Messaging Service Overview.............................................................. 3 Communications System Features Affecting Call Answer Service ...............
Purpose of this Guide This guide provides instructions for installing, programming, and using the PARTNER® Voice Messaging PC Card with the PARTNER Advanced Communications System (ACS) Release 1.1 or later. This guide is intended for: ■ The technician who installs the hardware and programs the initial system settings. ■ The System Manager—the person who is responsible for managing the system on an ongoing basis.
Voice Messaging Service Overview The PARTNER Voice Messaging PC Card is designed to work with the communications system. The system configuration consists of two voice channels (ports) and four mailboxes, providing the following basic voice messaging capabilities: ■ Handles up to two calls simultaneously and provides service for four subscribers.
Figure 1 provides an overview of the features associated with each service. PARTNER Voice Messaging PC Card Call Answer Service Voice Mail Service Prompts caller to leave a message or transfer to another extension when the party is busy.
Communications System Features Affecting Call Answer Service Call Answer Service works with the following communications system features: ■ VMS Coverage ■ Do Not Disturb ■ Group Call Distribution ■ Line Coverage Extension ■ Voice Mailbox Transfer Each of these features is explained briefly below. For more information about these communications system features, see the Programming and Use guide for your communications system. VMS Coverage VMS Coverage can be either automatic or manual.
Do Not Disturb (F01) A Do Not Disturb button can be programmed on a user’s phone to prevent calls for that extension from audibly alerting (lights still flash). Subscribers who have VMS Extension Coverage—either automatic or manual—can use this communications system feature when they want calls sent to the voice messaging system immediately. Group Call Distribution (#206) Group Call Distribution assigns outside lines to Hunt Groups.
Voice Mail Service Voice Mail service allows subscribers to manage their own mailboxes. With it, a subscriber can: ■ Listen to messages. ■ Delete messages. ■ Skip Messages. ■ Record a personal greeting. ■ Change the default password for the mailbox to ensure that messages are kept confidential. Voice Mail service offers callers the following options when their call is unanswered at a subscriber’s extension: ■ Leave a detailed, confidential message in the called party’s mailbox.
The PARTNER Voice Messaging PC Card provides four mailboxes. The factory-set mailbox assignments are: ■ Mailbox 1, the general mailbox, is assigned to extension 10. ■ Mailbox 2, is assigned to extension 11. ■ Mailbox 3, is assigned to extension 12. ■ Mailbox 4, is assigned to extension 13. PARTNER Voice Messaging provides coverage for calls received on lines assigned to Hunt Group 7 using Call Group Call Distribution.
Voice Mail Service also enables the System Manager to program the voice messaging system. See “PARTNER Voice Messaging Programming” on page 15 for more information. Subscribers can call into PARTNER Voice Messaging from a system extension or from a remote location. To access their mailboxes they enter a mailbox number followed by a password.
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, you, the customer is responsible for paying for part or all of those unauthorized calls.
You should also: ■ Ask users to tell you if any of the following suspicious activity occurs: — Inability to log into PARTNER Voice Messaging. — Lost 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.
Installation Instructions The PARTNER Voice Messaging PC Card is used with PARTNER Advanced Communications System processor module Release 1.1 or later (available separately). The processor module uses PC cards for backup or restore functions, for software upgrades, for Automatic System Answer/Direct Extension Dialing (ASA/DXD) functions, as well as for PARTNER Voice Messaging. Make sure that you have the required PARTNER Voice Messaging PC Card and PARTNER ACS Release 1.
Stand-Alone PARTNER ACS Processor Module 2-Slot Carrier 5-Slot Carrier On/Off Switch PARTNE R Plus Power Jack PFT 1 L I N PFT 2 E L 3 S I N PFT 4 E L PAGE S I N E PFT L 5 S 206 MODULE I N 6 206 E S MODULE PFT PROCESSOR 10 MODULE PFT 11 E X 206 16 MODULE T 12 13 E N S I 17 E X T 18 N S VOL E N O 14 S 19 I MUSIC ON HOLD O 15 20 N S 21 B) Disconnect the power cord from the power jack on your installation. 2.
5. Check that the green light on the front of each module is lit: A) If a 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 the lights are still out, in the continental U. S., call the Lucent Technologies hotline at 1 800 628-2888 for support. Outside the continental U.S.
PARTNER Voice Messaging Programming This section provides the following information: ■ Initial settings for the communications system and PARTNER Voice Messaging when the PARTNER Voice Messaging PC Card is installed ■ General instructions for programming PARTNER Voice Messaging followed by instructions for changing the initial PARTNER Voice Messaging settings The order of the procedures in this section enables you to record the general mailbox greeting and change the assignments for the mailboxes before
PARTNER Voice Messaging Initial Settings The following are the initial settings for PARTNER Voice Messaging: ■ Mailbox 1—the general mailbox—is assigned to extension 10. ■ Mailbox 2 is assigned to extension 11. ■ Mailbox 3 is assigned to extension 12. ■ Mailbox 4 is assigned to extension 13. ■ The following factory-set general mailbox greeting plays when a call is received on a line assigned to Hunt Group 7 and rings directly into PARTNER Voice Messaging: “Welcome to the PARTNER Voice Messaging.
You must perform the following two procedures for every installation: ■ Assign the PARTNER Voice Messaging PC Card’s virtual extensions 78 and 79 to PARTNER ACS Hunt Group 7 (#505) used for voice mail systems. ■ Assign an extension as the destination extension for Transfer Return (#306) calls from Hunt Group 7 (#505).
Using PARTNER Voice Messaging System Programming Mailbox 0 is a special mailbox with no storage capacity that is used to program PARTNER Voice Messaging. The System Manager uses this mailbox to: ■ Change the System Manager’s password for mailbox 0. ■ Reinitialize passwords for mailboxes 1–4 if a subscriber forgets the password. ■ Assign PARTNER ACS system extensions to mailboxes 1–4. ■ Record the general mailbox greeting. You can record a greeting up to two minutes long.
PARTNER Voice Messaging Press i777 (if calling internally) or Press *Q (*7) while listening to general mailbox greeting (if calling from an outside line) Enter 0 and password (factory setting = 1234) to select mailbox 0 Assign Mailbox to Extension Record General Mailbox Greeting Change Your Password Initialize a Mailbox (Press 1) (Press 3) (Press 5) (Press 6) Figure 2.
Accessing the Programming Main Menu To access the Programming Main Menu: 1. Call PARTNER Voice Messaging. ■ If calling internally, press i777 or the programmed VMMsgs button. ■ If calling from outside the system, press *Q (*7) during the general mailbox greeting. The system plays a greeting followed by: “Enter mailbox number followed by a password.” 2. Enter 0 and the four-digit password. (The factory-set password is 1234.) The system plays: “To assign a mailbox to an extension, press 1.
Assigning a Mailbox to an Extension Before you begin, locate Form 1: Mailbox Assignments for PARTNER Voice Messaging. Check to see whether mailboxes have been changed from the factory defaults. If mailboxes are not numbered differently, skip to “Recording the General Mailbox Greeting.” Assign mailboxes to extensions as specified on Form 1: 1. If necessary, access the Programming Main Menu. If you are already at the Programming Main Menu, skip to Step 2.
Recording the General Mailbox Greeting To record the greeting mailbox greeting for PARTNER Voice Messaging: 1. If necessary, access the Programming Main Menu. If you are already at the Programming Main Menu, skip to Step 2. A) Call PARTNER Voice Messaging: ■ If calling internally, press i777 or the programmed VMMsgs button. ■ If calling from outside the system, press *Q (*7) during the general mailbox greeting. B) Enter 0 followed by the password for mailbox 0. 2.
Changing the System Manager’s Password This section tells you how to change the System Manager’s password (for mailbox 0) that is required for changing PARTNER Voice Messaging settings. The factory setting for mailbox 0 is 1234. To prevent unauthorized programming of the system, you should change the default password immediately after installation or any time the password has been reset. You must assign four digits for a password.
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 recorded), and changes the password back to the factory setting (1234). To reinitialize a mailbox: 1. If necessary, access the Programming Main Menu. If you are already at the Programming Main Menu, skip to Step 2.
NOTE: 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, you can contact the National Customer Care Center at 1 800 628-2888 or call your Lucent Technologies Representative or local Authorized Dealer for instructions for how to reset the password. To reinitialize a password to 1234: 1. If necessary, access the Programming Main Menu. If you are already at the Programming Main Menu, skip to Step 2.
PARTNER ACS Programming When the PARTNER ACS is installed, it uses factory settings that reflect the most common usage of the equipment. You can change these settings as required to customize them for the business. 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.
■ Form B1: System Extensions. Contains basic information about each extension. This includes the type of phone or auxiliary equipment at the extension, and the name of the user or a description of how the extension is used. ■ Form B2: Customized Extension Settings. Contains feature settings, such as Automatic VMS Cover and Automatic Extension Privacy, and group assignments for each extension. ■ Form C: Button Assignments. Specifies which features are programmed on buttons for each extension.
The Programming Overlays During System Programming, the normal functions of several buttons on the phone at extension 10 (or 11 if available) change. For example, left i becomes s, which is the button used to enter programming mode. To identify these buttons while programming, place the appropriate programming overlay provided with the system over the dialpad of the phone at extension 10 or 11.
4. Enter specific programming procedure codes.
Transfer Return Extensions (#306) For virtual extension 78 and 79 assigned to PARTNER Voice Messaging, use the following procedure to assign an extension as the Transfer Return extension. If a caller chooses to transfer to another extension while listening to the subscriber’s personal greeting or if a mailbox is full, and the call is unanswered, the communications system transfers the call to the Transfer Return extension.
Line Coverage Refer to Form A, Page 1, Line Coverage, VMS-Mail: 1. If check marks appear for any lines in this column, use the procedure in “Group Call Distribution” below. 2. If extension numbers are specified for any lines in this column, use the procedure in “Line Coverage Extension” below. Group Call Distribution (#206) To assign VMS-Mail lines checked on Form A, Page 1, Line Coverage, to Hunt Group 7: 1. Press #206. 2. At the Group: prompt, press 7. 3.
Line Coverage Extension (#208) To assign line coverage for the extension numbers specified in the VMS-Mail column on Form A, Page 1, Line Coverage: 1. Press #208. 2. At the Line: prompt, enter the first line for which an extension is specified in the VMS-Mail column of Form A, Page 1, Line Coverage. 3. At the Data: prompt, enter the number of the extension specified in the VMS-Mail column. 4. To program another line, press n or p until the appropriate line number displays. 5.
VMS Cover Rings (#117) Check Form A, to see if VMS Cover Rings is different from the factory setting of 3. If it is, follow the procedure below beginning with Step 1. If not, skip to Step 3 of the procedure below. To change the number of times calls ring before they are sent to the voice messaging system as indicated on Form A, Page 2, VMS Cover Rings: 1. Press #117. 2. Enter the VMS Cover Rings setting (1–9) specified on Form A. 3. Press f00 to exit programming mode. 4.
5. At this point, do one of the following: ■ Go to Step 3 of the next procedure to program another button for this extension. ■ Press c and go to Step 2 of any button programming procedure in this section to program a button for a different extension. ■ Press f00 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).
5. At this point, do one of the following: ■ Go to Step 3 of the next procedure to program another button for this extension. ■ Press c and go to Step 2 of any button programming procedure in this section to program a button for a different extension. ■ Press f00 to exit. Voice Mail Messages This intercom Auto Dial button allows the subscriber to access PARTNER Voice Messaging with the touch of one button. To program a Voice Mail Messages (VMMsgs) button as specified on Form C: 1. Press f00ssc. 2.
Verifying System Operation After you finish programming the PARTNER Voice Messaging and the communications system, you should perform the tests described in this section to verify system operation. If your system allows programming from extension 11, you should perform these tests from extension 11 leaving extension 10 for the receptionist to handle calls.
Group Call Distribution (#206) 1. Call in on the first line that is programmed for Group Call Distribution. 2. PARTNER Voice Messaging should answer the call on the fifth ring and you should hear the general mailbox greeting. 3. Repeat this procedure for every line that has Group Call Distribution. Line Coverage Extension (#208) 1. Make sure VMS Cover is on at the owner’s extension. 2. Call in and make sure the call goes to VMS Cover by the number of rings specified by VMS Cover Rings (#117). 3.
Using PARTNER Voice Messaging This system serves as your personal answering machine. Callers from inside and outside your company can hear your personal greeting and leave messages in your mailbox. You can listen to your messages, save them, or discard them. You can create your own password to keep messages private. Helpful Hints ■ While using PARTNER Voice Messaging, you can: — Dial the next step of any procedure without waiting for a greeting or prompt to finish.
Logging into the System 1. Call PARTNER Voice Messaging. ■ If calling internally, press i777 or the programmed VMMsgs button. ■ If calling from outside the system, press *Q (*7) during the general mailbox greeting. The system plays a greeting followed by: “Enter mailbox number followed by a password.” 2. Enter your mailbox number. 3. Enter your password. NOTE: Until you change it, the default password is 1234. The system announces the number of new and old messages in your mailbox. 4.
4. After the message plays, do any of the following: ■ Press 23 to replay the current message header. Go back to Step 3. ■ Press 0 to replay the current message. Repeat Step 4. ■ Press # to skip the message and go to the next message header. Go back to Step 3. NOTE: If you press # after listening only to the message header, the message remains as a new message. ■ Press *E (*3) to delete the message. The prompt says “Deleted” and the next message header plays. Go back to Step 3.
Changing Your Password To prevent unauthorized access to your mailbox and maximize system security, change your password the first time you log into PARTNER Voice Messaging and periodically thereafter. 1. Log into PARTNER Voice Messaging. The Voice Mail Menu plays. 2. Press 5 to change your password. The prompt says, “Please enter new password.” 3. Enter four digits for the new password. You should use four random, non-sequential digits. The prompt says, “Re-enter password.” 4.
Recording Your Personal Greeting Before you record, note that callers who hear your personal greeting can enter an extension number to transfer to another extension, or they can press 0 to reach the receptionist while listening to your greeting. In your personal greeting, you may want to prompt the caller for these options. NOTE: If your mailbox is full, callers hear your personal greeting then the message “Sorry, you can not leave a message now because this user’s mailbox is full.
Help If you have a problem with your voice messaging system, contact your System Manager. If the problem is not solved, in the continental U.S., call the Lucent Technologies Technical Service Center at 1 800 628-2888. Outside the continental U.S., contact your Lucent Technologies Representative or local Authorized Dealer.
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PARTNER Voice Messaging Planning Forms Form 1: Mailbox Assignments ■ PARTNER Voice Messaging comes with four mailboxes which are factory-set with the extensions 10–13. ■ Mailboxes provide 5 minutes of message recording time or a maximum of 30 messages. Mailbox Extension 1 10 2 11 3 12 4 13 Subscriber Name Completing this form To assign a mailbox to an extension other than the factory default, cross out the factory default and write in the extension to be used.
Form 2: General Mailbox Greeting The general mailbox greeting can supply frequently requested information so that your staff is free to assist customers or to perform other tasks more efficiently. Greetings can be up to two minutes long. Let callers know who owns each mailbox. For example, a greeting could be: “You have reached Hair It Is Salon. To leave a message for the business, press 1. To leave a message for Camille, press 2. To leave a message for Mary, press 3. To leave a message for Jay, press 4.
