Conference kernel::csguk_systems

158.0. "VOICEMAIL" by KERNEL::ADAMS (Brian Adams CSC-Viables '833-3026) Wed Jan 20 1993 08:16

                                  VOICEMAIL


This is to inform you that the voicemail facility on the new phone system is 
now available, and key users from most groups have attended user training. 
Helen Wakelen (3765) has their names, however a copy of the user guide is 
attached to this mail for your reference.

To access Voicemail dial 3056. You will then hear instructions on how to use 
the basic functions. All mailbox passwords are currently set to 8888, I 
suggest you change your password a.s.a.p to stop other people either 
listening to your messages or recording 'greeting messages' on your behalf!! 
There are only 8 ports on the voicemail system, if they are all busy you will 
get an engaged tone. Hang up and try again after a short period.

Once people have become familiar with the system I'll get together with the 
key users from each group to explore how we can best use it. This will be in 
a couple of weeks.


Regards

Simon 





Author:	Simon Lobar @UVO              
Date:	19-Jan-1993
Posted-date: 19-Jan-1993
Subject: voice mail user guide

	
		   THE DUPLEX ANSWER


		      USERS GUIDE
 
		      
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	  (C)1992 Talking Duplex (Europe) Ltd.

Contents                                Section
---------------------------------------------------

Class of service explained...................1
Setting up your mailbox......................2
Group Mailboxes..............................3
Auto-attendant...............................4
Integrating or Associating Voicemail.........5
Leaving Messages on Voicemail................6
Retrieving Messages..........................7

Class Of Service Explained                     Sec. 1
------------------------------------------------------

Class of service
----------------

The facilities available to users of the Duplex Answer 
package are initially set by the system manager within 
your company.Each extension is allocated  a class of 
service from a maximum of one hundred and twenty eight 
different  class options.  You will need to check with 
your system manager, the facilities which have been 
given to you.


The list of options which are defined for your mailbox 
under the Class option are :-



Auto-Attendant Calling.   YES/NO

When Voicemail is operating in conjunction with an 
Auto-Attendant on incoming exchange lines, setting 
'Yes' for this option means that your mailbox can be 
accessed by you or other callers  from outside the 
company.



Call Screening.  YES/NO

If this is set to 'YES' then when a caller dials in 
on an Auto-attendant line and then dials your 
extension number the caller is asked "Who is calling 
please ?" and the answer is recorded.  When the 
Auto-Attendant telephones your extension, you will 
then be told who the caller is and depending upon 
your actions, the caller will either be put straight 
through to you,  be diverted straight into your 
mailbox, or even be told that there was no answer 
from your extension.This leaves you free to decide 
whether you wish to speak to the caller or not.



Call  Divert.  YES/NO.

It is possible to provide a mailbox for visitors or 
clients of your company.  Or you may wish to set up 
a group mailbox, in which case you will need a 
mailbox number which does not have an extension 
number associated with it.  Call divert when set to 
'YES' ensures that callers to this number go straight  
into message handling functions and that the system 
doesn't try to ring non existent extensions.



Voice Message facilities  YES/NO.

Simply allows or disallows a user having voicemail 
facilities of any type.



Auto Deletion of Messages.

Unread messages in your mailbox will never be 
deleted from the system.Stored messages, which you 
have previously read, could soon fill up your mailbox 
since there is a set limit to the number of messages 
that your box will hold.Consequently if the system 
finds messages in your mailbox, which you have read 
but not deleted, the system will automatically delete 
them after a period of time specified in your class 
of service.



Maximum Messages.

Specifies the maximum number of messages which your 
mailbox can hold.This will be a number in the range 
of 1 to 100.



Maximum duration per message.

Gives the maximum timed length of any one message in 
your mailbox, within a range of 1 minute to 60 minutes.



Paging  YES/NO.

If you carry a mobile pager, setting this option to 
'YES' will  give your mailbox the option to page you 
as soon as a message has been left in your mailbox.  
This option can be turned ON or OFF  by you.In order 
that you aren't paged during the night, or at 
unsociable hours  this option is combined with an 
earliest and latest time of day instruction.



Message Call-back  YES/NO

When your class of service has this option set to 
'YES' then on receipt of a message, the Voicemail 
module will call you on an outside telephone to advise 
you that there is a message for you.  The number that 
is used by the Call-back function may be set by you, 
so that you can instruct the system to call you at home.
You can also change the call-back number by dialling 
the system from any telephone and giving a new number 
to call.

	
Mobile YES/NO

Allows the system to call mobile phones when set to 'YES'
This feature operates, as above.



Inter Try Delay         

This specifies how long the Voicemail should wait before 
calling you again if the Call-back feature failed to 
contact you on the previous attempt.



Earliest /Latest  Time

This sets the earliest time of day when the system shall 
page you or call you with Call-back.  It also sets the 
latest time at which such calls are permitted.   
Call-back can be enabled or disabled by you from any 
telephone at any time.                     

Setting up your mailbox.                       Sec. 2
------------------------------------------------------

From the previous section, which discussed 'Class of 
Service' options, you will know that there are many 
facilities which are available to each user and that 
many of these can be set by individual users.To ensure 
that the Voicemail system operates to its full 
potential, you will need to dial into the voicemail 
system and set up things like, your password, your 
pager number if you have one, call-back etc.

This section is designed to explain how to set up the 
particular features that are personal to you.

In order to set up the system you will have to dial 
the voicemail and when you are answered, dial the 
number of your mailbox, which is usually your 
extension number, and dial a zero at the end of your 
mailbox  number.Thus for extension 345 you would dial 
3450.As soon as the system sees that you have appended 
a zero to a mailbox number, it takes you into password 
mode.  The system will now ask you for your password.  
Initially this password is set to 8888 on all 
mailboxes.  
Dial in your password and you will be read a list 
of options by the system.These are :-

	Dial    3   To hear your new messages
	
	Dial    4   To hear your stored messages
	
	Dial    5   To toggle 'Call-back' ON/OFF
	
	Dial    6   To record a new personal 
		    greeting or user's name

	Dial    7   To change your call-back number

	Dial    8   To change your pager number

	Dial    9   To change your password
	
	Dial    0   To leave password mode



Begin by recording your own personal greeting.
This is a message which is given to callers  when you 
are out or unavailable.  It usually says something like 
"Hello this is Peter Piper, sorry I am not available at
present, but please leave a message for me and I will 
get back to you as soon as I am free."  Dial 6 and you 
will hear "Dial 0 to record a new personal greeting, 
dial 9 to record a new user's name." Begin by dialling 
0, as instructed and begin after the tone.When you 
have finished your message dial 0 again to terminate 
the message.  
						  
The next step is to record your name on the system.  
Again dial 6 and this time follow it by dialling 9.  
The voice prompt will again say "Please speak after 
the tone".Simply say your name and then dial 0.


Call-back
---------

Sometimes, when you are not at your desk or you are in 
conference, you may like to know when a message has gone 
into your mailbox.There are two ways in which the system 
can advise you, providing that your class of service will
allow it.The first way is to have a Call-back.In this 
way the system will dial any telephone number that you 
wish and advise you that you have a message.This 
telephone number can be set from any telephone.Press 5 
from the password menu and you will hear the system say 
whether Call-back is enabled or disabled.Press 5 a second
time and you will hear that Call-back has toggled to ON
or OFF.

To change the number which Call-back is to use dial 7.  
The system will now ask you to dial in the number.  
As you dial each digit, (Don't forget the '9' if your 
exchange needs it ) the voice will repeat to you the 
number that it read.Once you have finished dialling in 
the number, wait and once the system is sure that you 
have finished dialling, it will again run through the 
various menu options.


Paging
------

If you carry a pager and would like to be paged when a 
message goes into your mailbox, press 8 and then dial in 
your pager number.Each digit will be repeated to you as 
you dial it in.Again, don't forget to include a '9' if 
your exchange needs it for  an outside line.


Password
--------

Now that you have set up your mailbox, you can protect 
the privacy of messages in your mailbox by setting your 
own unique password. Dial 9, and then when the system 
asks, dial in your own password, which will then become 
the only way to access your mailbox.

      

Please note that the numbers 1 and 2 are not permitted 
in passwords.

Group Mailboxes                                Sec. 3 
------------------------------------------------------

Managers frequently have a need to pass messages to 
groups of people.For example, a  sales manager may wish 
to distribute new price information to his entire sales 
force, or a service manager may wish to call a meeting 
for all service engineers at 9am on Monday.These 
situations are easily handled by setting up a group 
mailbox on the system for each individual group.  
See your system manager about this.


Each group of users is given a unique mailbox number, 
which generally has no relevance to any extension number 
and it must be given a class of service which includes 
"Call Divert " set to "ON".It then becomes possible to 
telephone in on an exchange line and to leave a message 
in the group mailbox.Alternatively group messages can 
be sent from an internal phone, simply by dialling the 
Voicemail and dialling the relevant group mailbox number.


When you leave a group message on the system, it 
automatically copies that message to each user of the 
group.  You can then ask the system for confirmation of 
delivery and you will be advised in your own personal 
mailbox  each time the message is read and by whom.

Auto-attendant                                 Sec. 4
------------------------------------------------------

Where one or more of the voice ports have been set up 
as an auto-attendant, incoming calls on that line will 
be answered with a greeting which is specific to your 
own company.  Typically the system could say, 

	"Good afternoon, thank you for calling the 
	Acme organisation, please dial the extension 
	number with which you wish to speak, or dial 9 
	to go directly to accounts, service or sales, 
	alternatively please wait to be connected 
	with the switchboard".

The Auto-attendant knows whether it is morning or 
afternoon and will answer accordingly.


At this point you can go directly to leaving a message 
in a specific mailbox by dialling the mailbox number 
followed immediately by the number 5


If the caller knows the specific extension number that 
he/she wants, they can dial it at this point.Where the 
system manager has elected to use call screening, the 
caller will be asked to state his name.If call 
screening is turned on, then when the required 
extension answers, the Auto-attendant will say who the 
caller is.This gives  the recipient of the call the 
option to accept the call by dialling a 0, or of 
transferring the call straight to his/her mailbox by 
dialling a 9.  If the recipient hears who is on the 
line and then simply hangs up his telephone, the caller 
is told that there was no answer from that extension 
and is offered the option of leaving a message or of 
trying another extension.


Alternate Mailbox number.
-------------------------

It is possible to give any mailbox two different 
access numbers.In virtually every instance one of 
these numbers will be the same as the extension 
number associated with it.  However when dialling into 
the system using a telephone which doesn't have DTMF 
touch-tones, for technical reasons the numbers one 
and two cannot be detected.Thus it is a very useful 
feature that a second number can be given to any 
extension on the Auto-attendant system.If your 
extension number was 2113, then a pulse dialling 
phone would only register the numbers greater than two.  
To overcome this, the alternate number could be set 
to 55 by your system manager, then anyone dialling into 
the Auto-attendant and requesting extension 55 would 
automatically be put through to extension 2113.



BT Exchanges.
-------------

Although the Talking Duplex system will recognise non 
tone dialling, some BT exchanges suppress pulses and 
as a consequence, callers through such BT exchanges 
will not be able to dial their way through the 
Auto-attendant.When such a caller comes on the line 
he will automatically be routed to the operator after 
a few seconds.


Shortcode routing, using alternate numbers.
-------------------------------------------

You will recall that when that Auto-attendant answered
, one of the options given to a caller was to dial 9 
to go directly to accounts, service or sales.  Firstly, 
please remember that the departments mentioned are 
simply for examples.In a college the system  could 
say "To obtain a prospectus please dial 9 " and then 
go on to say "For a prospectus on  HNC Sciences please 
dial 7, for Mathematics dial 8 or for Art subjects 
dial 9"


What then happens is that the caller dialled two digits 
to get this far, the first 9 and then say an 8 for 
mathematics.In effect, the caller has dialled 98.  
If the system manager  now sets up the alternate number 
for a phone or group of phones in the mathematics 
department as having an alternate number of 98, that is 
the phone which the caller will now be ringing.


Engaged/No answer.
------------------

If the extension called by the Auto-attendant is 
unanswered or is engaged, the caller is asked  whether 
they would like to leave a message for that extension, 
or if they would like to try another extension or the 
switchboard.

Methods of integrating Voicemail.              Sec. 5
------------------------------------------------------


Integrated Voicemail & Associated Voicemail.
--------------------------------------------

Depending upon the capabilities of your company's
telephone exchange (PABX) the voicemail can operate
in slightly different ways.



Associated  Voicemail.
----------------------

Where a call has come in via the Auto-attendant;  
has tried an extension number and found it unavailable 
or unanswered and the caller wants to leave a message, 
he will go straight into the mailbox of the relevant 
extension.The caller will be immediately met by the 
extension user's greeting message.  This is the message 
which says "Hello, this is Peter Piper, sorry I am not 
available at the moment " and the caller then leaves his 
message.  It is the usual practice of extension users 
who are leaving their desks for any extended period of 
time, to divert their calls straight to the voicemail.  
Calls which have come in via the Auto-attendant and have 
gone to a phone which diverted its calls to the Voicemail
will be correctly answered.  With associated Voicemail
however, if an internal caller tries to telephone an
extension which is diverted to the Voicemail port,
the voicemail will not know which extension the caller
has tried to reach and the caller will be asked to dial
in the relevant number again.You must now dial the
extension number again followed immediately by a 5.




Integrated voicemail
--------------------

This method uses intelligence within the PABX to keep 
track of calls.With this method of working, when a call 
arrives at the Voicemail a short bleep is delivered by 
the switch, similar to the tones you hear when using a 
touchtone telephone.This tells the Voicemail where the 
call has come from.In this way the caller from an 
internal telephone doesn't need to dial in the relevant 
extension number a second time.

Leaving Messages on Voicemail.                 Sec. 6
------------------------------------------------------

Skipping the greeting.
----------------------

At the time of requesting the system to connect you 
with a particular mailbox, you will normally hear the 
user of that mailbox explaining his absence.This is the 
'Personal greeting'.You can skip through this greeting 
and go straight to the part where the voicemail says 
"Please speak after the tone " by  dialling any number 
or pressing any key during the personal greeting.


Recording a message.
--------------------

When leaving a message on the Duplex Answer Voicemail, 
please speak in a normal voice.There is no requirement 
to shout ,as the person who receives the message can 
turn the volume up or down as he wishes.When you have 
finished the message you can terminate by dialling 0.  
If the message has been terminated by dialling a 0, 
the system will ask whether you would like to review 
the message, mark it as private etc. Alternatively you 
can simply dictate the message and terminate by hanging 
up the telephone.


Ending a message
----------------

Whenever a message is left  and has been terminated  
with a 0, the following options are offered:-


	Dial 6      to review the message 

	Dial 7      for confirmation of delivery

	Dial 8      to request a reply

	Dial 9      to mark the message as urgent 

	Dial 0      to mark the message as private



Reviewing a message.
--------------------

This is a straightforward function which plays back 
the message which you have just recorded.If you do 
elect to review a message, then after it has replayed, 
you will be given the option of dialling 9 to re-record 
the message.If you do dial 9 the original message will 
be replaced by your new recording, otherwise it will 
remain unchanged.


Confirmation.
-------------

If you have marked a message as  requiring confirmation 
of delivery, a message will be copied into your mailbox 
as soon as the recipient reads the message.The message 
which you will receive will give the date and time at 
which the message was listened to by the recipient



Reply required.
---------------

If you mark a message as requiring a reply, the 
recipient will be advised that you require a reply and 
the system will automatically go into a record mode and 
say "Please speak after the tone " as soon as he has 
finished listening to your message


Urgent.
-------

Any message which has been marked as urgent goes 
straight to the front of the recipient's message queue. 



Private.
--------

Any message which has been marked as private cannot be 
copied by the recipient to another users mailbox.

Message retrieval.                             Sec. 7
------------------------------------------------------

Callback
--------

When a message has been left in your mailbox, if you 
have set the call-back facility to ON the system will 
attempt to telephone you and advise you that you have 
a message waiting.  Normally this will be an external 
number, your home or car for example.When answering 
the phone  you will hear "This is the Auto-attendant 
at Acme, I have a message for  Peter Piper; please 
dial in your password." You then have up to 1 minute 
to key in your password.If you fail to answer or put 
in your password, don't worry, either you can call 
the system and put in your password, or the 
Auto-attendant will call again in 20 minutes.


Dialling in to retrieve messages
--------------------------------

Dial the Auto-attendant and when the system asks you 
to dial the extension number that you require, dial 
your own mailbox number followed by a 0.Thus if your 
mailbox number is 345 you should dial 3450.The system 
will now ask you to dial in your password.Once you 
have done this, you will be told whether you have any 
new or stored messages.You will be given a series of 
menu options, two of which are "Dial 3 to hear your 
new messages " and Dial 4 to hear your stored messages.  
If there are no messages for you, then you may simply 
hang up the phone.


Reading messages   New or Stored
--------------------------------

When you have been told how many messages you have, 
dialling 3 or 4 will begin play-back.Whilst listening 
to a message you will find that pressing 6 on a DTMF 
telephone will increase the volume.Press 6 again and 
the volume will increase once more.Keying the number 
4 whilst listening to a message turns the volume down.

You may also skip forward or back whilst the message 
is playing by pressing  7 to go back five seconds or 
9 to go forward five seconds.

PLEASE NOTE THAT THE OPTIONS TO SKIP THROUGH A MESSAGE 
OR TO TURN UP THE VOLUME ONLY WORK IN CONJUNCTION WITH 
DTMF (TOUCHTONE) TELEPHONES.


Once a message has finished playing back, you will 
be offered the following options:-

    Dial 0      to play the next message
    
    Dial 9      to repeat the previous message

    Dial 8      to record a message for another mailbox

    Dial 7      to copy the message you have just heard 
		to another mailbox

    Dial 6      to end message retrieval

    Dial 5      to hear the time and date on which the 
		message was left

    Dial 4      to return to the first message

    Dial 3      to delete the previous message


Select any of the above options or key * to return to 
the 'Sign on' menu.


Please note that at any time whilst a message is playing
, you can skip to the end of it by keying either a zero 
or a three.


Dialling a * (star) at any time when the auto-attendant
is speaking, will make the system take you to the
previous menu.  Pressing the star when you are at the
sign on menu (when the attendant says "Good afternoon
thank you for calling etc.") will cause the voicemail
to disconnect.