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NEC America, Inc. reserves the right to change the specifications, functions, or features, at any time, without notice. NEC America, Inc. has prepared this document for the use by its employees and customers. The information contained herein is the property of NEC America, Inc. and shall not be reproduced without prior written approval from NEC America, Inc. Electra Elite and InfoSet are registered trademarks of NEC America, Inc. Copyright 2000 NEC America, Inc.
Preface GENERAL INFORMATION This book is intended to help in the installation, system administration, and maintenance of the InfoSet 408 Voice Mail. It is intended for use as a reference by anyone needing such information, including system managers, support personnel, sales representative, and account executives. It is also intended for technicians who are responsible for system installation, maintenance, and troubleshooting.
Expanding Your System With Call Routing Provides directions for planning and using call routing. A call routing worksheet for addressing the assignments for call routing keys. Procedures for changing default actions and recording new greetings are given along with a discussion for testing call routing.
Table of Contents Chapter 1 System Overview Section 1 Welcome to Infoset 408 Voice Mail ................ 1-1 1.1 System Conversations ........................... 1-1 1.2 System IDs ............................................ 1-1 1.2.1 Subscribers Have Personal IDs ............................................... 1-2 1.2.2 System Manager’s Password .... 1-2 Section 2 System Manager Responsibilities ................... 1-2 Section 3 Using the System Manager’s Conversation .... 1-3 3.
Issue 1 NEC America, Inc. 3.3.7 Groups (Press 0) ....................... 1-6 Chapter 2 Planning Your System Section 1 How The System Handles Calls...................... 2-1 1.1 1.2 What Does the Automated Attendant Do? ........................................................ 2-1 1.1.1 Callers Route Themselves ......... 2-2 1.1.2 Fax Routing, Detection, And Notification .................................. 2-2 1.1.3 Call Routing Keys Give Quick Access ........................................ 2-3 1.
NEC America, Inc. Issue 1 2.3.1 System Schedule ....................... 2-7 2.3.2 Your Organization’s Schedule ... 2-8 Chapter 3 Setting Up Your System Section 1 Understanding Your System Setup ................. 3-1 Section 2 Setup Information Record ............................... 3-1 Section 3 Getting Started ................................................ 3-2 Section 4 Recording Your Opening Greeting .................. 3-3 Section 5 Setting Up Your System Schedule ..................
Issue 1 NEC America, Inc. Section 2 Creating A Special Opening Greeting For Holidays ........................................................... 5-1 Section 3 Changing the Extension For the Operator Mailbox Or the Fax Machine ........................... 5-2 Section 4 Adding And Deleting Voice Mailboxes ............ 5-3 Section 5 Message Groups............................................. 5-4 Section 6 Monitoring System Status ...............................
System Overview SECTION 1 WELCOME TO INFOSET 408 VOICE MAIL InfoSet 408 Voice Mail (VM) allows you to configure your voice mail and call handling system to best meets the needs of your organization. The voice messaging system is easy to use—there are no confusing codes or special commands to remember. You communicate with the system entirely over the telephone.
Issue 1 NEC America, Inc. organization’s opening greeting. The “external” caller is unidentified at this point, but is able to enter an extension, leave a message, send a fax, use the directory, or choose commands from menus. 1.2.1 Subscribers Have Personal IDs Your personal ID identifies you to the system and lets you use your mailbox. Each subscriber has a unique personal ID, which is formed by adding the number 9 to the beginning of the extension number.
NEC America, Inc. Issue 1 This guide gives you the information you need to decide how best to use your system and to perform each of these tasks quickly. Each chapter covers one of the system manager’s four main areas of responsibility. Chapter 2, “Planning Your System” helps you decide how you want your system to answer incoming calls and helps you plan your greetings and schedules.
Issue 1 NEC America, Inc. You can further protect your system by setting a security code for the system manager’s mailbox. 3.2 Using The System Manager’s Conversation You use the system manager’s conversation to perform all of the setup and maintenance of InfoSet 408 Voice Mail. Once you access the conversation, you follow simple instructions, either by pressing 1 for Yes or 2 for No, or by selecting choices from short menus.
NEC America, Inc. Issue 1 the system manager’s conversation for that option. After you have accessed the conversation, simply follow the instructions given by selecting 1 for Yes and 2 for No or by choosing the choices from the short menus provided. 3.3.1 Change a Mailbox (Press 4) Mailbox Maintenance Add a mailbox Reset a mailbox Delete a mailbox 3.3.2 Opening Greeting (Press 5) Change the mode (day, night, or holiday) Change the opening greeting 3.3.
Issue 1 NEC America, Inc. 3.3.6 Call Routing (Press 9) Edit Call Routing from Opening Greeting (Press 4) Edit Call Routing from Call Routing Boxes (Press 5) 3.3.
Planning Your System SECTION 1 HOW THE SYSTEM HANDLES CALLS As part of the voice messaging system setup, you must decide whether and how you want to use the system’s automated attendant to answer incoming calls. This determines how calls are distributed between the voice messaging system and the operator. You may prefer to have the operator continue handling all incoming calls and use InfoSet 408 Voice Mail primarily for its voice mail features.
Issue 1 NEC America, Inc. 1.1.1 Callers Route Themselves Through the automated attendant, external callers can reach a person directly by dialing the extension number. Using the directory assistance feature, a caller who does not know the extension number can spell the subscriber’s last name, and the system routes the call appropriately. When an extension does not answer or is busy, the system automatically routes the caller to the subscriber’s voice mailbox.
NEC America, Inc. Issue 1 1.1.3 Call Routing Keys Give Quick Access The system’s call routing keys let you create simple menus that lead callers to frequently requested extensions or information. By entering a single digit, callers go to a specified extension (“For Sales, press 1.”), hear an audio message (“For product information, press 2.”), or go to another call routing menu. 1.1.4 Operator Assistance Is Always Available The voice messaging system does not completely replace an operator.
Issue 1 NEC America, Inc. 1.2.2 Private Attendant The voice mail system is reserved for subscribers only. This makes the voice messaging system available from outside the office to subscribers and to selected clients, but external callers cannot reach a voice mailbox unless the operator transfers them to it. 1.2.3 Secondary Attendant Your operator answers most incoming calls.
NEC America, Inc. Issue 1 Note: Record a new holiday greeting before each holiday. For best results, your greeting should convey all the necessary information in the least amount of time.
Issue 1 NEC America, Inc. “Hello. Thank you for calling Omni Corporation. If you are calling from a touchtone telephone, you may enter the extension at any time. If you do not know the extension, enter 800 for a directory. Otherwise, please stay on the line and an operator will be right with you.” 2.1.2 Night Greeting “Hello. Thank you for calling Omni Corporation. Our normal business hours are 9 A.M. to 5 P.M., Monday through Friday.
NEC America, Inc. Issue 1 If your office telephones do not have lettered keypads, you can use call routing keys to create a directory of subscribers. If you do not want external callers to be able to reach subscribers directly, do not mention the directory in your opening greeting. Refer to: 2.
Issue 1 NEC America, Inc. Night mode is active during all hours outside your normal business hours, defined by the system schedule you set. When night mode is active, callers hear the night greeting, and external callers who need assistance are routed to the Operator mailbox to leave a message. Note: 2.3.2 A third operating mode, holiday mode, overrides your normal system schedule.
NEC America, Inc. Issue 1 Interval B: 9–12, Sat. If you close for lunch from 1:00 to 2:00 each day, such as: 9 A.M.–1 P.M., 2 P.M.–5 P.M., Mon.–Sat. Use intervals A and B Interval A: 9–1, Mon.–Sat. Interval B: 2–5, Mon.–Sat.
Setting Up Your System SECTION 1 UNDERSTANDING YOUR SYSTEM SETUP As part of installation, your technician sets up InfoSetm 408 Voice Mail to work with your telephone system and to meet the needs of your organization. After installation, ask your technician to complete the Setup Information Record. This record lists the settings that customize InfoSet 408 Voice Mail to work with your telephone system configuration.
Issue 1 NEC America, Inc. Action Needed Response Fax notification is: SECTION 3 is enabled is not enabled GETTING STARTED There are a few tasks you need to complete right away to customize the system for your organization. These tasks are described in the following checklist. To complete these tasks efficiently, use the following guidelines: Complete the tasks in order. Complete each task, including tasks that direct you to read other material. Getting Started Tasks 1.
Issue 1 NEC America, Inc. "Welcome to the InfoSet 408 Voice Mail system! Now that your mailbox is open, please spend a few minutes reading the InfoSet Voice Mail User Guide, which introduces you to the new system. Also, leave a short reply to this message, so I will know that you successfully heard my message." Keep a checklist of individual replies and contact those people who have not opened their mailboxes after a reasonable time.
Issue 1 NEC America, Inc. 3. Press 1 if you want to change to or remain in holiday mode; otherwise, press 2. 4. Press 1, as prompted, to change the greeting . 5. Record your greeting. To present the best image of your organization to a caller, your greeting should sound crisp and professional. A friendly tone encourages people to dial an extension directly and reduces the number of calls the operator receives.
Issue 1 NEC America, Inc. Note: You turn holiday mode on and off manually through the opening greeting question in the system manager’s conversation. To set the system schedule: 1. Access the system manager’s conversation. 2. Select action 6, as prompted. 3. Verify that the current time and date are correct. 4. Indicate which schedule interval you want to change. 5. Enter the start time for the schedule interval. 6. Enter the end time for each schedule interval. 7.
Issue 1 NEC America, Inc. SECTION 6 Setting Your Operator’s Extension and Mailbox on page 3-6 Ongoing Maintenance on page 5-1 Creating A Special Opening Greeting For Holidays on page 5-1 SETTING YOUR OPERATOR ’S EXTENSION AND MAILBOX During installation, your technician indicates the telephone assigned to the operator’s extension. Callers are transferred to the operator when: They dial 0 during the opening greeting. They do not press any keys during the opening greeting.
Issue 1 NEC America, Inc. To review or change the Operator mailbox greetings: 1. Access the system manager’s conversation. 2. Select action 8 and then 5, as prompted. 3. Review the greetings for day mode and night mode and exchange them if necessary. Setting Up Fax Notification If you turn on fax notification, the system sends a public message to the Operator mailbox simply stating that a call was transferred to the fax machine.
Issue 1 SECTION 7 NEC America, Inc. CHANGING THE SYSTEM MANAGER ’S PASSWORD With the system manager’s password, you can access the system manager’s conversation to set up and maintain InfoSet 408 Voice Mail. For increased security, change the system manager password regularly. Use the system manager’s conversation to change the system manager’s password to a secure password known only to you. Choose a password that cannot be easily guessed.
Training Users SECTION 1 PREPARING FOR TRAINING Training on the InfoSet 408 Voice Mail System is available and be given by the technician or the system manager. SECTION 2 Prepare a copy of the InfoSet Voice Mail User Guide for each user. Fill in the system information on the front cover of the guide. This information comes from the Setup Information Record that your technician completes. Distribute the InfoSet Voice Mail User Guide to all users.
Issue 1 NEC America, Inc. Review the current day’s messages at any time. Archive individual messages for up to three days. Redirect a message to another mailbox and include an introduction to a redirected message. Pause messages while listening to them. Control the volume of messages while listening to them. Pause a message while recording. Be notified when new messages are waiting. Be notified when a message sent to a subscriber has been received.
NEC America, Inc. Issue 1 extension does not ring. Call transfer applies to external calls only. Callers who dial the extension directly from inside the office are not affected. Explain the benefits of using a personal ID when accessing InfoSet 408 Voice Mail. InfoSet 408 Voice Mail treats subscribers as external callers until they enter a personal ID. When leaving a message, subscribers should enter a personal ID during the mailbox greeting.
Issue 1 NEC America, Inc. To redirect a new message: 1. Listen to the message long enough to determine who it is for. 2. Press 2 to interrupt the message. 3. When the system asks if you would like to redirect the message, press 1 for Yes, and then enter the appropriate mailbox as prompted. 4. Press 1 to confirm. 5. If needed, record an introduction when prompted. To redirect an old message: 1. When the system says, “You have messages to review.
NEC America, Inc. Issue 1 mailbox (instead of transferring the call to the subscriber’s extension). 4. Hang up to complete the call transfer. To transfer an external caller to a voice mailbox on systems using easy message access: 1. Press the transfer key. 2. Dial 50 to access the voice messaging system. You are placed in your voice mailbox. 3.
Maintaining Your System SECTION 1 ONGOING MAINTENANCE Once you have set up InfoSet 408 Voice Mail and have become familiar with it, you need no more than a few minutes each week to perform all the maintenance.
Issue 1 NEC America, Inc. The system has just one holiday greeting, so you must rerecord it for each of your organization’s scheduled holidays. Use holiday mode in emergencies to announce your office is closed because of poor weather, for example. You can call the system from any touchtone telephone, change the greeting, and put InfoSet 408 Voice Mail in holiday mode. To put Infoset 408 Voice Mail in holiday mode and create a holiday greeting: 1. Access the system manager’s conversation. 2.
NEC America, Inc. Issue 1 Accumulated messages in the Operator mailbox can cause a reduction in recording space. The person designated as the operator must regularly check the messages left in the Operator mailbox. Change the fax extension number. Change the day and night greetings for the Operator mailbox.
Issue 1 NEC America, Inc. To add, delete, or reset a mailbox, or delete a security code: 1. Access the system manager’s conversation. 2. Select action 4 and respond as prompted. Refer to: SECTION 5 Training Users on page 4-1 MESSAGE GROUPS Message groups enable any subscriber to send the same message to many people at once. A message group is simply a distribution list.
NEC America, Inc. Issue 1 To edit your message groups: 1. Access the system manager’s conversation. 2. Select action 0, and respond as prompted. To simplify adding members to a group, write down the names and extension numbers you want to add, and then access the system manager’s conversation.
Issue 1 NEC America, Inc. Stops recording messages Notifies the system manager that the system is out of recording time Notifies callers leaving messages that the system is out of recording time To prevent running out of recording time, regularly monitor the available recording time in the system information summary of the system manager’s conversation. When the available recording time approaches 15 minutes, remind subscribers to delete all unnecessary messages.
Expanding Your System With Call Routing SECTION 1 OFFERING CALL ROUTING With call routing, callers can press a single touchtone key during a greeting to: Transfer to an extension. Hear an audio message. Choose from a submenu of options. You can assign and activate call-routing keys by following the system manager’s conversation. The opening greeting acts as a main menu, telling callers what action each call-routing key provides.
Issue 1 NEC America, Inc. Directing routine calls to departments (For Sales, press 1. For Support, press 2.) Presenting audio messages to answer frequently asked questions. (For business hours and directions to our company, press 1). Providing an alternative extension directory when callers are not likely to have letters on their telephone keypads. For example, callers can press 1 for directory assistance and then choose from a submenu to narrow their search.
NEC America, Inc. Issue 1 Call Routing Diagram “Hello. This is the Omni Company. You may enter the extension number of the person you wish to speak to at any time during this message. To place an order, press 1. For directions to the Omni Company, press 2. For a description of products and services, press 3. Otherwise, please hold and an operator will assist you.” “You have reached the Omni Sales Department. To place an order...” “The Omni Company is located ...
Issue 1 SECTION 3 NEC America, Inc. PLANNING CALL ROUTING Use the Call Routing Planning Worksheet to record call-routing key assignments and draft the opening and call-routing box greetings that you will record when you set up call routing for your voice messaging system. You can also use the worksheet to plot the system’s default action when a caller enters an invalid call-routing key or does not press a key after hearing a greeting. Steps for setting up call routing: 1.
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Issue 1 SECTION 4 NEC America, Inc. ASSIGNING CALL ROUTING KEYS You can use touchtone keys one through nine (1-9) as call-routing keys for the opening greeting and for any call-routing box you choose to include. Do not use zero (0) as a call-routing key. It should be reserved for routing callers to the operator. You can assign a call-routing key to route to a subscriber’s extension or to a call-routing box. Call-routing boxes are numbered 01-20. To assign call routing keys: 1.
NEC America, Inc. Issue 1 If you like, you can change the day and night default action for each call-routing greeting to one of the following actions: Take a (public) message Route to the operator Route to another extension Return to the opening greeting Say good-bye Disconnect the caller To change default actions: 1. Access the system manager’s conversation. 2. Select action 9. 3.
Issue 1 NEC America, Inc. A day greeting for each call-routing box that callers reach by using a call-routing key. A night greeting for each call-routing box. (This is optional. If no night greetings are recorded for a call-routing box, the system plays the day greeting.) A new opening greeting for day and night to provide callers with the main menu of call-routing keys. (These recordings are completed last.) To record call-routing box greetings: 1. Access the system manager’s conversation. 2.
NEC America, Inc. Issue 1 SECTION 7 TESTING CALL ROUTING Testing ensures that every call-routing key, greeting, and default action works correctly. Beginning with the opening greeting, you can test all of the call-routing options available to callers using the following method: 1. Call in as an external caller. The system manager poses as an external caller to test all paths available from each call-routing greeting. 2. Test the first call-routing key.
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