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Enterprise Edge 2.0 Voice Messaging
Reference Guide
www.nortelnetworks.com
© 2000 Nortel Networks
P0911621 Issue 02
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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 25 Introduction 25 Types of mailbox greetings 25 Personal mailbox greetings 25 Information mailbox greetings 27 Recording a Primary or Alternate mailbox greeting 27 Choosing a Primary or Alternate mailbox greeting 29 Recording a Personalized mailbox greeting 30 Deleting a Personalized mailbox greeting 31 Recording an Information mailbox greeting 32 Chapter 6 Accessing your messages 33 Introduction 33 Receiving calls 33 Enterprise Edge Voice Messaging Never Full ma
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Contents 5 Chapter 8 Call Forwarding your calls 49 Introduction 49 Call Forwarding your calls to Enterprise Edge Voice Messaging 49 Setting up Call Forward remotely 49 Call Forward with Caller ID (CLID) 50 Chapter 9 Transferring calls 53 Introduction 53 Transferring calls to an Enterprise Edge Voice Messaging mailbox 53 Transferring a mailbox owner’s call to Enterprise Edge Voice Messaging 54 Transferring calls from your mailbox to the Operator 54 Transferring calls from your mailbox to the Au
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6 Contents Chapter 11 Recording a call 79 Introduction 79 Using Call Record 79 Chapter 12 Enterprise Edge Voice Messaging Tips 81 Introduction 81 Enterprise Edge Voice Messaging Tips 81 Chapter 13 Troubleshooting 83 Introduction 83 Appendix A: Default values and tone commands 87 Default mailbox numbers for the General Delivery mailbox 87 DTMF tone commands for setting up Off-premise Message Notification 87 Glossary 89 Index 95 Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 0
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How to use this guide 1 Introduction Use the Enterprise Edge 2.0 Voice Messaging Reference Guide with the Enterprise Edge 2.0 Voice Messaging Quick Reference Guide. The Enterprise Edge 2.0 Voice Messaging Reference Guide gives you detailed information about using the Enterprise Edge Voice Messaging system. This chapter describes: • How this guide is organized • Conventions and symbols used in this guide • Prerequisites How this guide is organized The Enterprise Edge 2.0 Voice Messaging Refer
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8 How to use this guide Chapter Description 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 can occur while operating Enterprise Edge Voice Messaging. Appendix A: Default values and tone Provides a list of default values and tone commands. commands Glossary Defines terms used in this guide. I
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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 once. In cases where there are more options, wait for the voice prompt to state the other available options. If you kn
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Using Enterprise Edge Voice Messaging 11 Enterprise Edge ATA 2 You cannot use a telephone attached to an Enterprise Edge ATA 2 for Enterprise Edge Voice Messaging System Administration tasks. There is no Message Waiting Notification if you are using a telephone connected to an Enterprise Edge ATA 2. To access Enterprise Edge Voice Messaging features such as Leave Message or Open Mailbox, call the Enterprise Edge Voice Messaging extension and follow the voice prompts. You can determine the 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 enter 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 only ni
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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 lets the guest mailbox owner 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 one f
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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 can discover your password and gain access to your system. Keep a written copy of your passw
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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 you can use your mailbox 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
