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Enterprise Edge Voice Messaging
Reference Guide
1-800-4 NORTEL
www.nortelnetworks.com
© 1999 Nortel Networks
P0908524 Issue 01
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Contents Chapter 1 How to use this guide 7 Introduction 7 Conventions and symbols used in this guide 8 Prerequisites 8 Chapter 2 Using Enterprise Edge Voice Messaging 9 Introduction 9 Enterprise Edge telephones 9 Enterprise Edge one line display telephones 9 Enterprise Edge two line display telephones 10 Alternate extensions 10 Enterprise Edge ATA 2 11 Entering characters on the Enterprise Edge dialpad 11 Enterprise Edge Voice Messaging voice prompts 12 Interrupting a voice prompt 12 Automated A
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4 Contents Chapter 5 Greetings 27 Introduction 27 Types of mailbox greetings 27 Personal mailbox greetings 27 Information mailbox greetings 29 Recording the Primary or the Alternate mailbox greeting 29 Choosing the Primary or the Alternate mailbox greeting 31 Recording a Personalized mailbox greeting 32 Deleting a Personalized mailbox greeting 33 Recording an Information mailbox greeting 34 Chapter 6 Accessing your messages 35 Introduction 35 Receiving calls 35 Enterprise Edge Voice Messaging N
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Contents 5 Chapter 8 Call Forwarding your calls 51 Introduction 51 Call Forwarding your calls to Enterprise Edge Voice Messaging 51 Setting up Call Forward remotely 51 Call Forward with Caller ID (CLID) 52 Chapter 9 Transferring calls 55 Introduction 55 Transferring calls to an Enterprise Edge Voice Messaging mailbox 55 Transferring a mailbox owner’s call to Enterprise Edge Voice Messaging 56 Transferring calls from your mailbox to the Operator 57 Transferring calls from your mailbox to the Au
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6 Contents Chapter 11 Recording a call 81 Introduction 81 Using Call Record 81 Chapter 12 Enterprise Edge Voice Messaging Tips 83 Introduction 83 Enterprise Edge Voice Messaging Tips 83 Chapter 13 Troubleshooting 85 Introduction 85 Appendix A: Default values and tone commands 89 Default mailbox numbers for the General Delivery mailbox 89 DTMF tone commands for setting up Off-premise Message Notification 89 Glossary 91 Index 97 Enterprise Edge Voice Messaging Reference Guide P0908524 Issue 01
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How to use this guide 1 Introduction Use the Enterprise Edge Voice Messaging Reference Guide with the Enterprise Edge Voice Messaging Quick Reference Guide. The Enterprise Edge Voice Messaging Reference Guide gives you detailed information about using the Enterprise Edge Voice Messaging system. This chapter describes: • How the Enterprise Edge Voice Messaging Reference Guide is organized • Conventions and symbols used in this guide • Prerequisites How the Enterprise Edge Voice Messaging Refer
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8 How to use this guide Chapter Description 10. About Off-premise Message Notification Explains what Off-premise Message Notification is and shows how to set up and change Off-premise Message Notification. 11. Recording a call Describes the Call Record feature. 12. Enterprise Edge Voice Messaging Tips Provides suggestions for the optimal use of Enterprise Edge Voice Messaging. 13. Troubleshooting Provides helpful procedures for problems that might occur while operating Enterprise Edge Voic
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Using Enterprise Edge Voice Messaging 2 Introduction Enterprise Edge Voice Messaging works with the Enterprise Edge system to provide an automated receptionist service. Enterprise Edge Voice Messaging answers incoming calls, routes them to extensions and mailboxes in the system, and provides message taking capability. This chapter describes: • Enterprise Edge telephones • Alternate extensions • Enterprise Edge ATA 2 • Entering characters on the Enterprise Edge dialpad • Enterprise Edge Voice
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10 Using Enterprise Edge Voice Messaging Enterprise Edge two line display telephones Enterprise Edge two line display telephones show you Enterprise Edge Voice Messaging commands and options. All system administration tasks, such as setting up a Group List, require a two-line display telephone. Enterprise Edge two line displays can show up to three display button options at a time. In cases where there are more options, wait for the voice prompt to state the other available options. If you
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Using Enterprise Edge Voice Messaging 11 Enterprise Edge ATA 2 You can use a single-line Enterprise Edge telephone for most Enterprise Edge Voice Messaging sessions. However, you cannot use a single-line telephone attached to an Enterprise Edge ATA 2 for Enterprise Edge Voice Messaging System Administration tasks. There is no Message Waiting Notification when you are using an Enterprise Edge ATA 2. Although a single-line telephone does not have a feature button, you can access Enterprise E
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12 Using Enterprise Edge Voice Messaging For instance, the following display shows the Name: command line prompt: Name: RETRY BKSP OK When you begin to enter the last name, the Name: command line prompt disappears. For example, if you are entering the name Partridge, you press the dialpad button à for P, and the display drops the Name: prompt. P RETRY BKSP OK The command line prompt is still not shown on the display after you enter the entire name, although the name is
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Using Enterprise Edge Voice Messaging 13 Automated Attendant The Automated Attendant acts as a receptionist for incoming calls. When enabled, the Automated Attendant answers your company’s incoming telephone lines depending on the time of day. If callers know which option they want, they can interrupt the Automated Attendant by entering their selection on the dialpad of any tone-dial telephone. The Automated Attendant provides callers with voice prompt commands associated with each of the
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14 Using Enterprise Edge Voice Messaging Guest mailbox Guest mailboxes provide temporary employees and guests with access to internal messaging and call routing features. Guest mailboxes do not have an operating extension. They are assigned a number that looks and works like an extension. This allows the guest mailbox owner to access Enterprise Edge Voice Messaging the same way a mailbox owner accesses their mailbox from another extension or telephone. If you need a guest mailbox, request
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Setting up your mailbox 3 Introduction This chapter shows you how to set up your mailbox and describes the following topics: • Initializing your mailbox • Opening your mailbox • Mailbox Password • Company Directory • Assigning a Target Attendant Initializing your mailbox Initializing your mailbox prepares your mailbox to receive messages. Your mailbox cannot receive and store messages until it is initialized. Initializing your mailbox involves: • choosing a password from four to eight digits l
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16 Setting up your mailbox Initializing and opening your mailbox for the first time To initialize and open your mailbox for the first time: 1. Press Äá¡Ú. 2. Press ââââ (the default password) and press Pswd: OTHR RETRY OK OK or £. Note: If you are at another Enterprise Edge set, press OTHR or ¥ to access the Log: display prompt. From the Log: prompt, enter your mailbox number and password as a continuous number. Your mailbox number is normally the same as your extension. Your
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Setting up your mailbox 17 Opening your mailbox You can open your mailbox from: • your own extension • another Enterprise Edge Voice Messaging extension • an outside telephone (as shown in Opening your mailbox remotely) Opening a mailbox after it is initialized This section describes how to open: • your mailbox from your own telephone • your mailbox from another Enterprise Edge extension • a Guest mailbox After a mailbox is initialized, follow these steps to open it: 1. Press Äá¡Ú. 2. Enter y
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18 Setting up your mailbox Mailbox Password Your password is from four to eight digits long and cannot start with zero. When you initialize Enterprise Edge Voice Messaging, the default mailbox password is four zeros (0000). You are prompted to change this password. It is recommended that you change your password every 30 days. By changing your password regularly, you decrease the chance that someone will discover your password and gain access to your system. Keep a written copy of your pass
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Setting up your mailbox 19 Company Directory The Company Directory is a list of mailbox owners on the Enterprise Edge Voice Messaging system. Before your mailbox can be used to receive messages, you must record your name in the Company Directory. It is a good idea to include your mailbox number in your Company Directory recording. For example “Paul Wayne, mailbox 5813”. This establishes your “voice” name in a directory that is used by other Enterprise Edge Voice Messaging users and outside
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20 Setting up your mailbox Assigning a Target Attendant The person that you assign to answer your telephone is your Target Attendant. After you assign your Target Attendant, a caller who reaches your mailbox can press â to speak with the Target Attendant. If the Target Attendant does not answer, the call goes to your mailbox. If your personal mailbox is not available, the call goes to the General Delivery mailbox. Remember to tell callers in your greetings that if they need assistance they c
