Replay/Replay Plus System Manager's Guide: Onlinedocument

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Replay/Replay Plus
System Manager’s
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S YSTEM MANAGER’ S GUIDE
First Edition
Copyright © 1997 Active Voice Corporation. All rights

reserved.
Active Voice, Replay, and VoiceMate are registered

trademarks of Active Voice Corporation.
Active Fax is a trademark of Active Voice Corporation.
Other brand and product names used herein are trade-
marks of their respective owners.
The entire program and user interface including the

structure, sequence, selection, and arrangement of the
dialog, the exclusively “Yes” and “No” choices repre-
sented by “1” and “2,” and each dialog message are
protected by copyrights registered in the United States and
by international treaties.
Protected by one or more of the following United States

patents: 5,070,526; 5,488,650; 5,434,906; 5,581,604;
5,533,102; 5,568,540; 5,625,676.
Active Voice Corporation

Seattle, Washington
U.S.A.
Dear Replay/Replay Plus System Manager:
Congratulations! Your organization now owns Replay®/Replay® Plus—the voice processing
system that makes communication among employees, clients and associates faster, easier
and better. Replay/Replay Plus ends the frustration associated with your work telephone
by eliminating telephone tag, missed calls and handwritten messages. In no time, you’ll
wonder how you ever got along without Replay/Replay Plus.
As System Manager for your new Replay/Replay Plus voice processing system, you play
an important role in the success of the system at your organization. By training other sub-
scribers and managing daily operations of the system, you ensure that people use
Replay/Replay Plus efficiently and effectively.
To get the most out of your Replay/Replay Plus system, please take a few minutes to do
the following:
Read the System Manager’s Guide. It provides valuable information about setting up
and managing the system.
Read the User Guide. This guide explains in detail how to use the Replay/Replay Plus
system’s mailbox features. You can use the system’s many features immediately by
answering its easy 1 for Yes, 2 for No questions, but reading the guide will help you
answer questions from other subscribers. The Quick Option Menu card included in
the User Guide summarizes the instructions for callers using the Quick Option
Menu mode.
If your dealer hasn’t done so already, return the warranty card to register your
Replay/Replay Plus system.
Store the enclosed copy of the license agreement in a safe place for future reference.
As our customer, your satisfaction is our most important concern.
Sincerely,
Frank J.Costa
President
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Using this guide
The System Manager’s Guide is designed to Use the System Manager’s Guide to learn
be used with the extensive online Help and how the system works and how you can set
the Technician’s Guide that accompany the it up to meet your organization’s needs. The
voice messaging system. These materials voice messaging system is extremely versa-
have been designed to help give you the tile. You can combine features to create as
information you need to do your tasks simple or full-featured a system as you
quickly. need. Since the system is designed to grow
with your needs, you may find yourself
In general, the “What is this?” and “Why do
referring back to this guide as you maintain,
I need to do it?” information is contained in
expand, or fine-tune your system.
the print documentation and the “How do I
do it?” procedures are in online Help. The This book is organized around these major
exceptions are procedures for installing, tasks:
found in the Technician’s Guide, and proce-
• Familiarizing yourself with the system,
dures for signing in to the system console
features, and console
and for tasks you perform when the console
is unavailable (such as backing up data) • Training the users
found here in the System Manager’s Guide.
• Maintaining the system
USING THIS GUIDE v

Contents
Using this guide ..................................... v Allowing callers to hold for

busy extensions .................................... 54
CHAPTER•1 Using greetings effectively ................... 56
If you are updating from a Creating message groups .................... 58
previous version .................................. 1 Setting up message-taking
What is new in this version ..................... 2 options ................................................. 60
If you are updating Replay ..................... 4 Increasing message options with
If you are updating Replay Plus .............. 8 call routing to a personal secretary ...... 62
Notifying subscribers when
CHAPTER•2 messages arrive .................................... 63
Using the system console .................. 11 Storing and saving messages ............... 64
Signing in to the system ....................... 12 Detecting and routing fax calls
Viewing the Screen Menu .................... 16 automatically ........................................ 66
Moving around on a screen ................. 18 Collecting information with
Selecting options and typing text ........ 22 Interview boxes .................................... 68
Using online Help ................................. 26 Using voice detection instead of
touchtones ........................................... 70
CHAPTER•3
What you need to know about CHAPTER•5
your system ....................................... 29 Training users .................................... 73

Using system features .......................... 30 Planning the training session ............... 74
Using system IDs .................................. 32 Introducing the system to your
Defining users ...................................... 36 organization ......................................... 76
Building the system with Teaching others to record
transaction boxes ................................. 38 prompts ............................................... 77
Understanding transfer-greeting-action Training subscribers ............................. 78
structure ............................................... 40 Training operators ................................ 79
Customizing the opening greeting ...... 42 Training other system managers .......... 80
Playing music-on-hold prompts ........... 44 Providing follow-up training ................. 81
Special topics for training .................... 82
CHAPTER•4
What do you want CHAPTER•6
the system to do? ............................. 45 Using visual menus on Panasonic dis-

Combining features to create the play phones ....................................... 91
system you want .................................. 46 The constant message count
Setting schedules for handling calls ..... 48 display .................................................. 92
Offering callers a directory of Accessing voice messaging
subscribers ........................................... 50 options ................................................. 94
Routing callers quickly with one-key Using keys to choose options ............ 100
dialing .................................................. 52
vi SYSTEM MANAGER’S GUIDE REPLAY 3.0 • REPLAY PLUS 6.70 / 6.71

CONTENTS
Explaining the integration options C H A P T E R • 10
to subscribers ..................................... 102 Using reports to assess

Disabling visual menus ....................... 103 your system ..................................... 139
Changing the refresh interval for Creating reports ................................. 140
constant message count .................... 104 Viewing call activity ............................ 142
Viewing subscriber and group
CHAPTER•7 directory reports ................................ 146
Maintaining your system ................. 105 Viewing call traffic summaries ............ 148
Changing system settings by Determining the load on ports .......... 150
telephone ........................................... 106 Viewing text files and previous
Adding subscribers and guests .......... 108 reports ............................................... 152
Changing and removing Using Automatic Rep Log
subscribers and guests ....................... 110 Collection ........................................... 154
Adding message groups .................... 111
Changing and removing C H A P T E R • 11
message groups ................................. 112 Changing the system

Adding transaction boxes .................. 113 conversation .................................... 157
Changing and removing Overview ............................................ 158
transaction boxes ............................... 114 Understanding the system
Changing the keypad map ................. 116 conversation ....................................... 160
Identifying the prompt you
CHAPTER•8 want to change .................................. 164
Expanding your system Locating voice fields .......................... 166
with transaction boxes .................... 119 Recording the new prompt ................ 172
Evaluating your needs ........................ 120 Finding and recording
Planning one-key dialing options ....... 122 unnumbered prompts ........................ 173
Creating new transaction boxes ......... 124
Recording the new greetings ............. 126 C H A P T E R • 12
Testing the new branch of Using the Hospitality package ........ 175
the system .......................................... 128 Configuring general Hospitality
Telling callers about the settings .............................................. 176
new branch ........................................ 130 Configuring wake-up calls .................. 178
Managing wake-up calls
CHAPTER•9 proactively ......................................... 179
Protecting your data ....................... 131 Configuring the hotel guest
Backing up your data ......................... 132 directory ............................................. 180
Choosing what and when Using Multilingual Guest
to back up .......................................... 134 Conversation ...................................... 181
Restoring to a clean hard disk ............ 136 Using Hospitality with your
Restoring over previous data ............. 137 property management system ........... 182
CONTENTS vii
CONTENTS
Telling hotel guests about Integrating fax-on-demand

the guest messaging service .............. 184 with other options using
Enrolling hotel guests in the voice one-key dialing .................................. 222
messaging system .............................. 186 Building expanded fax library
Checking hotel guests out of menus using transaction boxes .......... 224
the system .......................................... 188 Adding documents to the
Retrieving a guest’s messages ........... 190 fax library ........................................... 226
Deleting forgotten guest Creating a fax catalog ........................ 228
security codes .................................... 191 Changing the fax library menu ........... 230
Training hotel staff ............................. 192 Creating a custom
Offering a hotel information fax-on-demand cover sheet ............... 232
service ................................................ 194 Customizing personal fax
Planning information service mail for individual subscribers ............ 234
menus ................................................ 196 Setting up single-extension access .... 236
Setting up transaction boxes Using special-purpose fax boxes ....... 238
for your information service ............... 198 Training subscribers to use
Routing guests to the fax mail ............................................... 239
information service ............................. 202 Creating a custom fax mail
Expanding your information cover sheet ........................................ 240
service ................................................ 204 Using Active Fax reports to
Setting up Help for new callers .......... 205 evaluate use of fax mail
Setting up direct call transfers ........... 206 and fax-on-demand ............................ 244
Working with advertisers ................... 208
Setting up remote recording C H A P T E R • 14
of announcements for a business ....... 210 Using the optional Rnet
Building a multilingual information package to communicate
service ................................................ 212 with remote offices ......................... 245
Keeping your information service Using Rnet to reduce
current ................................................ 213 long-distance costs ............................ 246
Evaluating your information Adding new sites ............................... 247
service ................................................ 214 Special considerations
for dialing external
C H A P T E R • 13 telephone numbers ............................ 248
Using the optional Active Fax Training subscribers ........................... 250
package ........................................... 215
Promoting your services using Glossary ........................................... 253
fax-on-demand .................................. 216
Planning your fax library .................... 218 Index ............................................... 277
Routing external callers to the
fax library ........................................... 220
viii SYSTEM MANAGER’S GUIDE REPLAY 3.0 • REPLAY PLUS 6.70 / 6.71
C H A P T E R • 1
If you are
updating from a
previous version
This chapter describes the new features of this What is new in this version ................................... 2
software version.
If you are updating Replay ................................... 4
If you are updating Replay Plus ........................... 8
IF YOU ARE UPDATING FROM A PREVIOUS VERSION 1

What is new in this version
This software version uses a new graphical This software version also uses improved
user interface. The redesigned console product documentation. New online Help
screens replace the character-based screens provides information about the console
used in earlier software versions. System screens and tells you how to accomplish
features are grouped in easily accessible specific tasks. Simplified print documenta-
screen sets, making the new interface easy tion makes it easier for you to find the
to use and simplifying system maintenance. information you need.
2 SYSTEM MANAGER’S GUIDE REPLAY 3.0 • REPLAY PLUS 6.70 / 6.71

WHAT IS NEW IN THIS VERSION
The new product documentation now

includes the following:
System Manager’s Guide

This book describes how the voice
messaging system works and how you
can set it up to meet your needs.
Technician’s Guide
This book describes how to install the
voice messaging system.
Online Help
Most screens contain a “Help” button
that takes you to online Help about the
screen. Each Help topic also contains
links to an online glossary and a table
of contents.

If you are updating Replay
Replay 3.0 supports two- and four-port

systems. In addition to the new console
interface and new online Help, Replay 3.0
provides many new voice messaging
features, improved online Help conversa-
tion, more flexible message groups, and an
improved local connect method.
New voice messaging features
Voice mail Automated attendant and Optional packages

Subscribers can enroll guests audiotext Remote Maintenance
Subscribers have two personal Call screening Toolkit
greetings Call holding
Call routing to a personal Numeric directory
secretary Numeric access
Message delivery to four numbers Port independence
Message receipt verification Automatic daylight saving
Messages can be marked urgent, adjustment
private, or future
Speed and volume control
Interview boxes
Custom prompts

IF YOU ARE UPDATING REPLAY
New system functionality Direct Connect replaces technician’s

conversation
Replay 3.0 provides enhanced system
For voice messaging systems that do not
functionality.
have a monitor or keyboard, the Remote
Maintenance package, standard with
Subscribers can maintain message
Replay 3.0, includes a Direct Connect
groups
option. Direct Connect allows a techni-
Individual subscribers or the system
cian to connect a second computer
manager can now maintain message
(typically a laptop) to a voice messaging
groups. Earlier versions used the system
computer to perform system mainte-
as owner of all message groups.
nance.
Transaction boxes replace greetings In earlier software versions, the
Replay 3.0 allows subscribers or the technician’s conversation was used to
system manager to maintain trans- maintain systems without a monitor or
action boxes, including those used for keyboard. Direct Connect replaces the
greetings. technician’s conversation.
Earlier software versions used the
Mouse support
system, rather than individual subscrib-
Replay 3.0 supports the use of a mouse
ers or the system manager, as owner of
for people who prefer using a mouse
all transaction boxes.
with the new graphical interface.

Improved system manager conversation Earlier software versions required a

The new system manager conversation special system manager password. A
is easy to access and allows the system special password is no longer necessary.
manager to maintain the voice messag-
Due to improvements in the system
ing system over the telephone. Once you
setup, the new system manager conver-
are given system manager access in the
sation no longer contains the message
console, you access the system manager
groups and greeting keys questions. The
conversation with your personal ID and
new conversation allows you to do most
security code. If you use the Yes-and-No
system maintenance over the telephone.
conversation, the setup options question
now asks if you would like to access
system manager options. If you use
menu mode, the main menu now
contains system manager options.

Improved local connect method

Replay 3.0 uses a graphical console
screen to help you establish a local
connection. The screen is easy to access,
and online Help is available from the
screen.
Earlier software versions required you
to call the voice messaging system to
establish a local connection. That step is
now eliminated. With the new interface,
you can easily access the Local Connect
screen from the voice field you want to
record.

If you are updating Replay Plus
In addition to the new console interface System manager conversation

and new online Help, Replay Plus includes
The new system manager conversation
a new system manager conversation, an
is easy to access and allows the system
improved local connect method, and new
manager to maintain the voice messaging
features in the optional Hospitality package.
system over the telephone. Once you are
given system manager access in the con-
Mouse support sole, you access the system manager
conversation with your personal ID and
Replay 3.0 supports the use of a mouse for
security code. If you use the Yes-and-No
people who prefer using a mouse with the
conversation, the setup options question
new graphical interface.
now asks if you would like to access system
manager options. If you use menu mode,
ALL message group the main menu now contains system
manager options.
The ALL message group includes all
subscribers. The voice messaging system Earlier software versions required the
automatically maintains the ALL group. system manager to maintain the system
The system automatically adds or deletes through the console. The new conversation
mailboxes as subscribers are added or allows the system manager to accomplish
deleted. most routine maintenance tasks using the
telephone:
✆ Optional Hospitality package • Add or delete mailboxes
The Hospitality package includes the
• Change the opening greeting
new wake-up call, guest directory, and
multilingual guest conversation features. • Change the current system schedule
• Change the operator settings

IF YOU ARE UPDATING REPLAY PLUS
Improved local connect method

Replay Plus 6.71 uses a graphical console
screen to help you establish a local connec-
tion. The screen is easy to access, and
online Help is available from the screen.
Earlier software versions required you to
call the voice messaging system to establish
a local connection. That step is now elimi-
nated. With the new interface, you can easily
access the Local Connect screen from the
prompt field you want to record.

C H A P T E R • 2
Using the
system console
As system manager, you will set up and maintain Signing in to the system ...................................... 12
the voice messaging system. Although you can
do some of these tasks by telephone, you will do Viewing the Screen Menu ................................... 16
most of the initial work and much of the mainte-
nance using the system console. This chapter Moving around on a screen ................................ 18
describes how to sign in to the system and gives
an overview of the console. Selecting options and typing text ...................... 22
Using online Help ................................................ 26
USING THE SYSTEM CONSOLE 11

Signing in to the system
The voice messaging system begins to run

To start the voice messaging system from the
as soon as the installer sets it up. Normally,
command prompt
you will turn off the voice messaging com-
puter only to upgrade the hard disk 1 Change to the C:\VMAIL directory.
or other hardware. When you turn the
2 Type VM and press ENTER.
computer back on, the voice messaging
system software loads automatically and The system will display the Banner screen.
displays the Banner screen. This screen shows the system clock settings,
available recording time, free hard disk
From the Banner screen, you can reset any
space, and the status of each port. To access
system port, view or change the system
the console, you must sign in.
clock, or shut down the voice messaging
system. Shutting down the system returns The system also has a built-in screen saver.
you to the command prompt. From the To exit the screen saver and return to the
command, you can easily restart the system. Banner screen, simply press any key. To
start the screen saver, press ALT+X.

SIGNING IN TO THE SYSTEM
To access the voice messaging system from an

Internet browser
1 On a separate computer, start a session

on an Internet browser, such as Netscape
or Internet Explorer.
2 Type the IP address of your voice
messaging system.
3 From the Banner screen, sign in to the
console.
Note If you are using an Internet browser,
the screen saver on the voice messaging
computer must be activated before you can
access the system. Press ALT+X on the voice
messaging computer keyboard, or wait a
few minutes and the screen saver will
automatically become active.

Notes
To sign in to the console
• If you are signed in but do not press a
1 In the Banner screen, choose the “Sign
key for an extended period of time, the
In” button.
system will sign you out and go to the
2 In the Sign-In screen, type your personal Banner screen. This is a security mea-
ID and press TAB. sure.
3 Type your security code and press • If you are using the local browser
ENTER . provided with your voice messaging
system, the Banner screen shows you
If you are not already set up as a system
port activity in real time. Internet
manager when you sign in for the first time,
browsers, however, do not support real-
you will need to type the default system
time readings. To see current settings,
manager ID, sandy, and leave the security
refresh the browser session.
code box blank. Once you have signed in,
immediately enroll yourself in the voice
messaging system as a subscriber with
system manager status. Then call the system
to set a security code.

Banner screen
The Banner screen shows system settings and the status of each
connected por t. Y
port. ou can rreset
You eset individual por ts, shut down the voice
ports,
messaging system, view or reset the system clock, view version
details, view the Screen Menu, or sign in.
Sign-In screen
Type your personal ID and security code, and pr ess ENTER. Use the
press
TAB key to move to the next option, or click the option with your
mouse.

Viewing the Screen Menu
After you sign in, you will see the Screen Groups (ALT+G)
Menu. Like other console screens, the Add, change, or remove message or
Screen Menu contains common elements. directory group records.
You will always have a way to go back to the
previous screen, and the screen name lets Call Handling (ALT+C)
you know where you are. Manage settings for how the system
transfers or answers calls.
The Screen Menu contains links to all of the
console screens you will use to set up or
Voice Prompts (ALT+P)
maintain the system. The console screens
Review or change recorded information,
are grouped into seven types, and each type
which includes all of the prerecorded
has a shortcut that lets you go directly to
prompts in the system.
that group of screens.
Telephone System Setup (ALT+T)
Application Setup (ALT+A)
Review or modify the telephone system
Set up the default systemwide settings
setup options. Your installer will com-
that the system applies when you add
plete most of these settings.
a new subscriber, guest, group, or box.
Reports (ALT+R)
Subscribers and Guests (ALT+S)
View, print, or store information that the
Add, change, or remove subscriber and
system collects on calls, ports, and users.
guest records.

VIEWING THE SCREEN MENU
When you select an option or menu item, a

box appears around it. You can use any of
these methods:
• Click the mouse cursor on the button,
option, or menu item.
• Use the TAB key to select the option you
want, then press ENTER to choose it.
• To move to a previous option, press
SHIFT+TAB or click your mouse on the
option.
Screen Menu
On the Screen Menu you can view and change default system options,
subscriber and guest records, message and directory groups, call
handling options, voice pr ompts, and the telephone system options. Y
prompts, ou
You
can also create and view reports.

Moving around on a screen
Each screen in the console follows the

same basic format, and you can easily move
around on a screen using your mouse. You
can also use the following keyboard short-
cuts.
Press To
TAB Move to the next option or link.
SHIFT+TAB Move to the previous option or link.
SPACEBAR Select the current option.
ENTER Choose the selected option or link.
ESC Clear the current edit box.
PAGE UP Scroll up on the current screen.
PAGE DOWN Scroll down on the current screen.
F1 Go to a list of keyboard shortcuts.
ALT+RIGHT ARROW Go back to the previous console screen or leave online Help and
return to the current console screen.
ALT+A Go to the Application Setup screens.
ALT+B Go to the Banner screen.
ALT+C Go to the Call Handling screens.
ALT+P Go to the Voice Prompts screens.
ALT+R Go to the Reports screen.
ALT+S Go to the Subscribers and Guests screens.
ALT+T Go to the Telephone System Setup screens.

MOVING AROUND ON A SCREEN
The top of each screen
At the top of each scr een is the scr

screen een title. T
screen o the right of the scr
To een
screen
title is a toolbar with buttons you can use to see online Help or to
complete a task quickly
quickly..
When a screen has several subscreens
If a screen has more options than can fit on one screen, you will see a list
of additional scr een names below the toolbar
screen toolbar.. The name of the scr een
screen
currently displayed is highlighted. Choose another screen title to view that
screen.

Screen options
Use your mouse or press the TAB

key to move among the boxes
and options. Each screen also
has “Reset” and “Save” buttons.
Choose “Save” to save the
changes you make on the screen;
choose “Reset” to cancel any
new changes you have made.

The search feature
Some select lists fill mor

moree than a single scr een. Y
screen. ou can choose the
You
“Display More” button to see the next page of data, or you can use the
sear ch featur
search featuree to find an item in the list. Type the first few letters or
Type
numbers of the name or ID you want to find. Then choose “Search.”

Selecting options and typing text
Each screen contains options and toolbar The toolbar buttons that appear depend
buttons. You will complete some or all of on the screen and the tasks you can
the options as you set up your system. You accomplish on it. The “Help” button
can use toolbar buttons to do specific always appears. Toolbar buttons appear at
tasks, such as finding subscriber records. the top of each screen. The toolbar con-
tains only the buttons that relate to the
current screen. Some buttons only appear
when you are viewing online Help.
Toolbar buttons and what they do
Button Description
Shows online Help for the current console screen.
Returns to the current console screen.
Shows definitions for terms used in online Help.
Shows the table of contents for online Help.
Goes to the Screen Menu.
Goes to the Quick Edit screen, where you can quickly see and
change several records.

SELECTING OPTIONS AND TYPING TEXT
Toolbar buttons and what they do
Button Description
Lets you change the current time and date on the system clock.
Shuts down the voice messaging system and returns to the DOS
prompt
Connects a telephone to the system console so you can record

prompts and greetings.
Shows a list of current records for you to choose from.
Adds one or more subscribers, guests, or boxes.
Deletes the current subscriber, guest, or box.
Adds one or more members to the current group.
Deletes one or more members from the current group.

Completing screen information
A B
C E
G
D
F
H

A The system displays the name of the Note The local browser supports an auto-
account or box in view. apply feature. If you change data on a
screen and then move to another screen,
B Choose a button to perform the indi-
such as Help, your changes will automati-
cated command.
cally be saved.
C An edit box allows you to type informa-
tion. Press ESC to clear the box.
D A tab links you to another screen. Select
a tab and press SPACEBAR or ENTER.
E A voice field allows you to record,
review, or erase a greeting. Select a voice
field to go to the Edit Voice Recording
screen.
F Select the list box to display a list of
choices, then select the choice you want.
G Radio buttons indicate that you must
select one choice among the options
shown in that group.
H Check boxes indicate that you can select
as many choices as you want in that
group.

Using online Help
The System Manager’s Guide is a handy Each Help topic contains a brief descrip-
resource for general and overview information of the screen and the tasks you can
tion, as well as for tips on maintaining the do. Some Help topics contain links to a
system and training users. If you are glossary item or to another Help topic. You
looking for specific information on com- can also go to the Table of Contents for
pleting a task, you will find it in online Help. online Help at any time.
When you are unsure of what to enter in a
field, how to complete a screen, or the type
of tasks you can do on a screen, online help
is always available. Every screen has a
“Help” button. When you choose the “Help”
button, you see help for the screen you are
currently viewing.
To Do this
See online Help Choose the “Help” button.
Select a link Click the link with your mouse. You can
also press TAB to move to the link, then
press ENTER.
Go to the glossary Choose the “Glossary” button.
See a list of all Help topics Choose the “Table of contents” button.
Return to the current console screen Choose the “Back to console” button.
You can also press ALT+RIGHT ARROW.

USING ONLINE HELP
Online Help is available for each screen
To exit online Help at any time, choose the “Back to console” button
or pr ess AL
press ARROW.. If you have viewed several Help topics, you can
T+LEFT ARROW
ALT+LEFT
choose the “Previous Help topic” button to return to the last topic you
viewed.

C H A P T E R • 3
What you need

to know about
your system
Using system features .......................................... 30
Using system IDs .................................................. 32
Defining users ...................................................... 36
Building the system with transaction boxes ...... 38
Understanding transfer-greeting-action
structure ................................................................ 40
Customizing the opening greeting .................... 42
Playing music-on-hold prompts .......................... 44
WHAT YOU NEED TO KNOW ABOUT YOUR SYSTEM 29

Using system features
The voice messaging system is made up of Automated attendant

the automated attendant, voice mail, and
The system acts as a receptionist by han-
audiotext.
dling and routing incoming calls.

USING SYSTEM FEATURES
Voice mail Audiotext

Allows external callers to leave recorded Uses recorded messages to deliver or collect
messages for subscribers, and subscribers information 24 hours a day.
to leave messages for each other. Voice mail
Each of these options has a variety of
can be used both when an operator is on
features you can use to design your system.
duty to answer calls and when calls are
This chapter covers the key concepts that
handled by the automated attendant.
will allow you to tailor the system to meet
your organization’s needs.

Using system IDs
A system ID is a numeric code that the voice How the system listens for IDs
messaging system uses to uniquely identify
The system listens for system IDs on a digit-
subscribers, guests, transaction boxes, voice
by-digit basis. When a caller enters an ID,
detect boxes, and interview boxes. The
the system examines the first touchtone to
system also uses them to route calls to the
see if it is a valid system ID. If not, the
proper extensions and mailboxes, and to
system adds the second touchtone, then
link boxes for advanced call routing and
checks to see if that combination matches a
audiotext.
valid ID. This process is repeated for every
• Each system ID must be unique. No two touchtone until a match is found or until
items can have the same system ID. there are no more touchtones to check.
• Each system ID may be up to 10 digits This method of listening for system IDs
long. To reduce confusion and ensure provides quick responses because the
the maximum total number of available system can go directly to the first available
IDs, confirm that all of your IDs contain match. However, you must take care to
the same number of digits and that you ensure that you do not have a long ID that
allow enough digits for all entries. begins with digits that match a shorter ID.
For example, you cannot have both 234 and
• If the system uses a lettered rather than
2345 as IDs. You can avoid this by making
numbered keypad map, keep in mind
sure that all system IDs contain the same
that it is the touchtone numbers that
number of digits.
make a system ID unique, not the
corresponding letters. For example, you
cannot use both SANDY and RANDY as
system IDs because both are equivalent
to 72639.

USING SYSTEM IDS
System IDs
ID Identifies How used

Personal ID Subscriber or guest Identifies the caller to the system and
allows subscribers to listen to messages,
leave two-way messages for others, and
change their setup options. Guests use this
ID to trade two-way messages with their
hosts. This ID is usually created by adding
an extra digit (for example, 9) to the front
of each individual’s extension ID.
Extension ID A subscriber’s mailbox Think of this as the address for the
voice mailbox. Callers dial this to reach a
subscriber. This ID usually matches the
telephone extension number, but if two
subscribers share the same extension, they
will have two different extension IDs.
Box ID (box’s Transaction boxes Callers dial these to reach a particular box.
system ID) Interview boxes Box IDs are also used for automatic
Voice detect boxes routing of calls and in one-key dialing
Operator box menus.
Public Interview box
Fax ID Public Fax box Faxes are routed to this box using the Fax
Subscriber fax mail box ID. (Subscriber fax mail is available only in
Replay Plus.)
Directory ID Directory menus and Callers using numeric directory assistance
directory groups dial this to access a department or indi-
vidual. Directory IDs are also used for
automatic routing of calls.
Numbered Message groups Subscribers use this to send a message to a
Groups ID numbered message group.
Automatic Automatic directory Callers hearing the opening greeting dial
Directory ID assistance this for the directory that allows them to
reach individuals by spelling the names.

USING SYSTEM IDS
Internal IDs Default system IDs

There may be occasions when you want The voice messaging system comes with
to prevent callers from dialing a system ID certain default system IDs already set up for
directly. You can make an ID internal, or you. If you decide to change any of these,
hidden, by using a dollar sign ($) as the first you must enter the new ID on all the
character of the ID. The dollar sign cannot screens where the old ID appears.
be dialed from a touchtone keypad.
The most common use of an internal ID
is for routing callers to voice detect boxes,
transaction boxes, or interview boxes. For
example, the system comes with a Public
Interview box with the system ID $PM. This
ensures that callers never dial the Public
Interview box directly, but they can be
routed to it automatically when the
operator is not available.

USING SYSTEM IDS
Default system ID For Can be found in

0 (zero) Operator Application Setup>Operator Box
9696 System manager Subscribers And Guests>Summary
72639 (sandy) Default system manager
Sandy Simmons, Subscribers And Guests>
personal ID Summary
9555 Guest of Sandy Simmons, Subscribers And Guests>Summary
Les Larson, personal ID
555 Automatic Directory Application Setup>General
Assistance Settings
$_FAXBOX Public Fax box Application Setup>Public Settings
$PM Public Interview box Call Handling>Interview Boxes
$GREETING Opening greeting Call Handling>Transaction Boxes

Defining users
There are three types of system users: A system manager is a special kind of
subscribers, guests, and external or uniden- subscriber. This individual can change
tified callers. system settings by telephone and at the
console. You give system manager access
• A subscriber is an enrolled user of the
privileges to an individual in that person’s
voice messaging system. Enrolled users
Subscribers And Guests>Access Options
include individuals in your organization
screen.
as well as system managers. Each sub-
scriber has a numbered mailbox or
extension ID, and a personal ID.
• A guest is an individual who is hosted
by a subscriber. A guest has a mailbox, a
personal ID, and limited mail privileges.
Guests can send two-way messages only
to their host.
• An external caller is a subscriber or
nonsubscriber who calls from outside
the system. In other words, the call
comes to the system through an external
line rather than an extension. The voice
messaging system identifies the caller as
a subscriber if the caller enters a per-
sonal ID. If no ID is entered, the caller is
an unidentified caller and has no system
privileges. An unidentified caller hears a
different conversation than a subscriber.

DEFINING USERS
Tip Assign guest status to customers who

frequently call the organization or custom-
ers who require special attention.

Building the system with transaction boxes
A transaction box is a key building block of Your use of transaction boxes can be as
the system. The transaction box is a special simple or complex as you wish. Some
kind of mailbox that you use to set up call organizations use transaction boxes to route
routing, create menus, or provide an- callers to different departments, or to
nouncements of recorded information. provide morning, afternoon, and evening
greetings. Other organizations use transac-
Transaction boxes can be used for audiotext,
tion boxes to play detailed audiotext
automated attendant, and voice mail. A
messages, route callers to menus, or route
transaction box can be set up with two
callers to interview boxes.
different operating modes, called day
mode and night mode. The Call Handling screens of the console
contain most of the transaction boxes. Each
box has an owner, a name, and a unique
system ID. The console screen shows which
schedule the box follows.

BUILDING THE SYSTEM WITH TRANSACTION BOXES
There are four special types of transac- Public Interview box

tion boxes:
The messages in this interview box are
• Operator box available only to subscribers with public
message access. Typically, the Public
• Interview boxes
Interview box is used to handle calls
• Public Interview box intended for the operator that go unan-
swered. You give one or more subscribers
• Voice detect boxes
access to the box to ensure that these calls
are handled.
Operator box
A special transaction box used exclu- Voice detect box
sively for handling calls that go to your
A special type of transaction box that allows
operator. You set up the Operator box in
callers to make selections by speaking
Application Setup.
rather than by pressing touchtone keys. You
can create more than one voice detect box.
Interview box
When building your system, think about
You can use this box to convey and where you want each type of call to go and
collect information. For example, you design the system accordingly.
can ask for names and addresses or take
sales orders. Using a question and
answer format, the system plays an
introductory statement and a series
of questions, then records the caller’s
replies. You can create more than
one interview box.

Understanding transfer-greeting-action structure
Each call that comes into the voice messag- Greeting

ing system is directed using a particular If transfer is turned off for the box, or if a
sequence. You set up this sequence using transfer attempt fails, the system plays
the transfer-greeting-action structure. For the greeting. The greeting determines
example, if you have set up an opening what callers hear and what menu
greeting, the system answers each incoming options they have.
call, plays the greeting, and routes the call to
an extension, fax machine, or other system Action
ID. After the greeting is played, the action
option determines what happens next.
Transfer For example, the system might route
Whenever a call comes to a box in the the call to another box, route it to the
voice messaging system, the system operator, take a message, or end the call.
determines whether or not to physically
connect, or transfer, the call to a tele-
phone. The transfer option you select
determines how the system attempts to
complete the transfer. For example, you
determine whether the voice messaging
system will listen to see if the destina-
tion extension is ringing before transfer-
ring. If the system does not transfer the
call, it proceeds directly to the greeting.

UNDERSTANDING TRANSFER-GREETING-ACTION STRUCTURE
You will use this structure to set up call

handling for subscribers, transaction boxes,
voice detect boxes, interview boxes, the
Operator box, and the Public Interview box.
Online Help provides guidance in complet-
ing these console screens.

Customizing the opening greeting
If you plan to have the automated attendant Do you want callers to be able to leave
answer incoming calls during or after messages for subscribers after hours?
normal business hours, you can use an If so, use automatic directory assistance
opening greeting transaction box. You can and mention its system ID (555) in the
easily adjust the box for the unique needs greeting in night mode as well as day
of your organization. mode.
Note The opening greeting is a caller’s
Do you have frequent callers that access
first contact with your organization. When
the same features repeatedly?
recording or rerecording the default open-
Mention in the opening greeting that
ing greeting, consider hiring a professional
they can make a touchtone selection at
announcer.
any time.
Do all callers have touchtone service?

For all sites
If not, make sure that the system
If you plan to adjust the opening greeting transfers callers who do not press any
transaction box settings in any way, con- touchtones to a person or to an inter-
sider these options: view or message box. In addition, you
can use voice detect in the opening
Do you want to offer callers a one-key greeting transaction box to allow call
dialing menu? holding for callers without touchtone
If so, you can specify the routing IDs service.
in the Greeting And One-Key Dialing
screen for the Opening Greeting transac-
If you are installing a new system
tion box. Remember to rerecord the
greeting, giving the destination and An opening greeting transaction box
the touchtone for each choice. (System ID $GREETING) is included with
the voice messaging system. The box is set
up with prerecorded day and night greet-
ings. You can rerecord the greetings for your
organization using a local connection, or
over the telephone with the system man-
ager conversation.

CUSTOMIZING THE OPENING GREETING
In day mode, the box transfers incoming If you are updating Replay
calls to the system operator (0). In night
You must reconfigure your Greeting Keys
mode, the box transfers incoming calls
using transaction boxes. When you are
to the public interview box ($PM). You
finished, the total number of transaction
can change the settings for the opening
boxes on your system cannot be more
greeting transaction box in Call Handling>
than 15.
Transaction Box. All ports are set to use the
opening greeting transaction box. If you do not reconfigure your Greeting
Keys, Replay 3.0 will do it for you auto-
matically. However, if the total number of
If you are updating Replay Plus
Greeting Keys plus transaction boxes on
Your existing greeting structure will not your current system exceeds 15, the update
be changed. To use an opening greeting will erase any Greeting Keys over the 15-
transaction box, you must add the box box limit. If you are not sure how the 15-box
to your system. limit affects you, call Technical Support.
To add an opening greeting transaction box
1 Add the box (System ID $GREETING) in

Call Handling>Transaction Box.
2 Record day and night greetings using a
local connection.
3 Go to the Application Setup>Port
Settings screen and type the box ID in
“Day Opening ID” and “Night Opening
ID.”
4 Edit the OP prompt set as follows: delete
OP001 and OP003, and record a half-
second of silence in OP002.

Playing music-on-hold prompts
The system has 10 prompts available for When recording music-on-hold prompts,
playing “music-on-hold” to callers second note that the length of the prompt deter-
in line or further back in the holding queue. mines the length of the holding cycle for
(The first caller in the queue is on hold with callers in the holding queue. Prompts
the telephone system, rather than the voice between 20 and 60 seconds work well. If the
messaging system, and hears the recording music-on-hold prompts are too short, the
provided by the telephone system.) The caller will be asked too frequently to press a
prompt numbers are HD023 through tone to remain on hold. If they are too long,
HD032, located in the Holding (HD) the caller may get tired of holding and
prompt set. disconnect.
The first music-on-hold prompt comes with Tip The music-on-hold prompts can
your system. It contains piano music by contain music of your choice, promotional
Mozart. You record additional music-on- messages, or information about your use of
hold prompts in the same manner that you call holding.
record other prompts and voice fields.
If multiple music-on-hold prompts have
been recorded, the system cycles through
the prompts. When the voice messaging
system finishes playing one music-on-hold
prompt, it asks the caller if he or she wants
to continue to hold, then plays the next
music-on-hold prompt in the series. The
system skips any prompts that have not
been recorded.
See also
Changing the system conversation ......... 157

C H A P T E R • 4
What do you
want the system
to do?
The voice messaging system contains many Creating message groups .................................... 58
integrated features so that you can tailor it to
meet your specific needs. Setting up message-taking options ................... 60
Combining features to create the system Increasing message options with call
you want ................................................................ 46 routing to a personal secretary .......................... 62
Setting schedules for handling calls .................. 48 Notifying subscribers when messages arrive ..... 63
Offering callers a directory of subscribers ......... 50 Storing and saving messages ............................. 64
Routing callers quickly with one-key dialing ..... 52 Detecting and routing fax calls automatically .. 66
Allowing callers to hold for busy extensions ..... 54 Collecting information with interview boxes .... 68
Using greetings effectively ................................. 56 Using voice detection instead of touchtones .... 70
WHAT DO YOU WANT THE SYSTEM TO DO? 45

Combining features to create the system you want
The voice messaging system features work You determine what you want the system to
together to create a flexible system that can do. If you want the system to simply record
grow with your organization’s needs. You messages from callers and store the mes-
can use some or all of these features. sages for easy retrieval, you can set up voice
mail only. Or, you can assign more tasks to
When you first install the voice messaging
the voice messaging system. For example,
system, you and the installer review what
the system can automatically answer
you want the system to do, and the installer
incoming calls when no operator is present
sets up the features you specify. Some
(automated attendant), listen for fax tones
system managers prefer to get the basic
and route faxes to the fax machine, or
system running quickly, then increase the
transfer a call to a particular extension
capabilities after users are comfortable with
(call forwarding).
the new system.

COMBINING FEATURES TO CREATE THE SYSTEM YOU WANT
You can set up your company’s opening Tip To get an idea of the available features,
greeting with a menu of choices that quickly read the topics in this section. Use the
route callers to the person or department related console screen to set up each
they want (one-key dialing), to a directory, feature.
or to an interview box where you can gather
information or take orders 24 hours a day.

Setting schedules for handling calls
Most organizations are not open 24 hours You can also specify up to 18 holidays per
every day. In many cases, some depart- year, during which the system remains in
ments have different work hours than night mode for 24 hours.
others in the same organization. If you want
You can assign different schedules to
the voice messaging system to handle calls
specific system ports or transaction boxes.
differently depending on the day or time,
For example, a company with departments
you can use schedules. The system lets you
that work different hours can create one
set up to three schedules, each with two
schedule for general business hours
different modes of operation.
(Schedule 1), one for extended customer
service hours (Schedule 2), and one for the
Day mode
order-taking department (Schedule 3). Calls
The days and hours in which your
for the customer service department, for
organization is open or when standard
example, may be handled by a port that you
telephone service is available. Day
set up for Schedule 2, while calls for the
mode hours do not have to be normal
order-taking department are handled by
daylight hours.
another port that you set up for Schedule 3.
Night mode You can also assign a schedule to an
The days or hours when your organiza- operator box to control when calls are
tion is closed or when standard tele- transferred to that operator.
phone service is unavailable. Night
mode is in effect for all the days or hours
outside the day mode schedule.

SETTING SCHEDULES FOR HANDLING CALLS
The system also contains a special sched-

ule, Schedule 4, which remains in either day
mode or night mode 24 hours a day. You set
Schedule 4 to day or night mode at the
console. You can use Schedule 4 when you
have an automated function, such as an
interview box, that does not need assistance
from a live person. You can also use Sched-
ule 4 for a department that is open 24 hours
a day.

Offering callers a directory of subscribers
A caller dials an extension number to reach If your system is set up for telephone
a particular subscriber. If callers do not keypads without letters, or if you have
know the extension, they can still reach the callers whose keypads do not have letters,
correct individual without assistance from you can also provide numeric directory
an operator by using automatic directory assistance. You set up numeric directory
assistance or numeric directory assistance. assistance by organizing subscribers by a
common characteristic, such as department
The voice messaging system is already set
name, location, schedule, or by where their
up to use automatic (alphabetic) directory
names fall in the alphabet. Often, numeric
assistance. Automatic directory assistance
directories contain multiple layers or
lets a caller find a subscriber’s extension by
menus. For example, the opening greeting
spelling the first three letters of the person’s
may give options for Sales and Customer
name on a touchtone keypad. When the
Service. If a caller chooses Sales, the greet-
caller enters the letters, the system plays the
ing then offers a choice of sales regions.
name of the closest matching subscriber
and awaits confirmation. If the system finds
more than one match, it plays each possibil-
ity until the user selects one.

OFFERING CALLERS A DIRECTORY OF SUBSCRIBERS
Tips
◆ If you plan to use alphabetic directory
assistance, enter each subscriber’s name
in the Subscribers And Guests summary
screens in a consistent format, such as
last name, first name.
◆ You can have an unlisted subscriber
who does not appear in the automatic
directory. You set this up in that
subscriber’s Access Options screen.
◆ You can use both automatic (alphabetic)
directory assistance and numeric
directory assistance in the same voice
messaging system.

Routing callers quickly with one-key dialing
When a call comes in, you want the voice In a one-key dialing menu, a single
messaging system to direct it to the correct touchtone represents a full system ID. A
destination quickly. One method is to create caller can press a single key to route his or
menus that allow callers to press one her call to another extension, the operator,
touchtone key to reach an extension. The or a transaction box. The most common use
one-key dialing feature is useful in both of a one-key dialing menu is the opening
personal greetings and transaction boxes. greeting transaction box, accompanied by a
greeting (for example, “For sales, press 1.
Note One-key dialing is only available in
For service, press 2.”).
the greeting for a subscriber’s mailbox or a
transaction box. Based on the caller’s touchtone response,
the transaction box routes the caller to the
system ID you specify. In the example
above, you decide if callers pressing 1 are
connected to the extension for the sales
receptionist, to a directory of sales associ-
ates or regions, or to an interview box for
taking sales orders.

ROUTING CALLERS QUICKLY WITH ONE-KEY DIALING
Tips
◆ When recording a greeting for a one-key
dialing menu, state the destination first,
then the one-key touchtone (for ex-
ample, “For sales, press 1”).
◆ Always provide a way for callers who
do not have touchtones to reach an
operator.
◆ When you record a one-key dialing
menu, provide a few seconds of silence
at the end of the greeting to give callers
time to choose.
◆ To use one-key dialing, callers must
have touchtone telephones. However,
you can also set up voice detect boxes
that detect spoken responses rather than
touchtones.

Allowing callers to hold for busy extensions
If extensions on your system receive more The voice messaging system tells callers on
than one call at a time, you can set up the hold how many callers are waiting before
system to let callers hold until the extension them and allows each caller to continue
becomes free, instead of immediately holding, leave a message, or try another
playing the mailbox greeting and taking a extension. You can set up the system to play
message. This call holding feature is built music and special messages to callers on
into the voice messaging system and is hold. Again, these features are independent
separate from any call holding feature in of any call holding features provided by the
your telephone system. telephone system.
Note Once the number of calls holding
exceeds the limit you have established,
additional callers will be transferred
immediately to voice mail, where they can
leave messages. This helps prevent your
ports from being tied up with calls on hold.

ALLOWING CALLERS TO HOLD FOR BUSY EXTENSIONS
You can turn on call holding for individual

subscribers, transaction boxes, the Operator
box, the Public Fax box, and voice detect
boxes. You can also control whether sub-
scribers can turn call holding for their
own mailboxes on or off by telephone. In
addition, you can limit the total number of
calls holding for the entire system and for
specific extensions.

Using greetings effectively
Greetings let callers know they have Personal greetings

reached the right number, encourage them
Each subscriber can record two personal
to leave a message, or offer assistance or
greetings. Subscribers can switch between
routing to another extension. There are
the two personal greetings at any time using
three types of greetings: system, personal,
their personal message options.
and transaction box.
Standard greeting
System greetings The greeting outside callers hear.
When callers first reach the voice messaging
Alternate greeting
system, they hear the opening greeting. If
Used to notify callers of special circum-
you use schedules, your organization can
stances, such as when a subscriber is on
have up to three opening greetings:
vacation or on a business trip.
Day greeting
Plays during the days and times you
have designated as normal business
hours.
Night greeting
Plays during the days and times outside
of those specified in your day schedule.
Holiday greeting
Plays on the days you specify in your
holiday schedule.

USING GREETINGS EFFECTIVELY
Transaction box greetings

Transaction box greetings are often used for
audiotext announcements or for introduc-
tions to one-key dialing menus.
Day greeting
Plays during the days and times you
have designated as normal business
hours.
Night greeting
Plays during the days and times outside
of those specified in your day schedule.
Alternate greeting
Can be used as a 24-hour-a-day
greeting.

Creating message groups
You can send the same message to several The system uses two kinds of message
people at once by creating a message group. groups.
You can create systemwide message groups
at the console, and subscribers can create Private groups
their own groups by telephone. The sub- A private message group belongs to a
scriber who creates the group is the group’s single subscriber, called the owner. Only
owner, but the system manager can also the owner can send messages to this
specify the group owner at the console. group’s members. Other members can
Since creating and changing groups is an hear a group message, but cannot send
easy task, you can quickly create groups, a message to the group.
add and remove subscribers to the group
as often as you want. Open groups
All approved subscribers on the system
The system may use either spelled-name
can send messages to open groups.
message groups or numbered message
Guests cannot be members of an open
groups. To reach a named group, subscrib-
group.
ers select the message group by spelling its
name on the telephone keypad. To reach a
numbered group, subscribers must first
press the numbered group’s ID, then the
three-digit group number.

CREATING MESSAGE GROUPS
You can also choose how the messages are Tips

distributed:
◆ If the owner of an open group is deleted,
group ownership is transferred to the
Dispatch distribution
system.
The first member to listen to the mes-
sage is the only person who receives it. ◆ The system comes with one open group,
This is useful when a group of subscrib- called ALL, which includes all subscrib-
ers is equally responsible for a task, such ers on the system. Each member of the
as customer support. If you do not select ALL group receives every message sent
the “Dispatch distribution” option, each to the group. The owner of the ALL group
member receives every message sent to is the system. ALL is updated automati-
the group. This is useful for announce- cally when you add or remove
ments that each individual needs to subscribers.
hear.

Setting up message-taking options
Taking messages is a primary function If you allow callers to leave a message, you
of your system. You can set up different can also:
message-taking options for individual
• Allow callers to edit or review their
subscribers, and offer message taking in
messages
transaction or voice detect boxes. You can
also allow callers to edit their messages or • Set a maximum message length (in
leave urgent messages. seconds)
The voice messaging system handles calls • Specify if callers can mark messages
by following the transfer-greeting-action urgent
sequence set up for a subscriber or box. In
most cases, the voice messaging system first
tries to transfer a call to the extension. If the
line is busy or unanswered, the system
plays a greeting and takes a message.

SETTING UP MESSAGE-TAKING OPTIONS
You can also control the way the system You can also allow subscribers who are
handles unanswered calls to an extension. sending messages to use these message
For example, you can specify that an options:
extension or box does not take a message,
• Request a return receipt
or that it takes a message and then routes
the caller to a directory menu. • Request future delivery
The system handles calls from within the • Mark a message as private
system in a special way. Whenever subscrib-
ers enter personal IDs, they identify them-
selves to the system. When a subscriber
sends a message to another subscriber, the
system announces the caller’s name and
offers the recipient a chance to respond to
the message automatically and without
dialing an extension. This two-way messag-
ing feature facilitates quick communication
between subscribers. Guests can leave two-
way messages for their hosts.

Increasing message options with call routing to a
personal secretary
Some subscribers have incoming calls You set up a subscriber’s options in the
handled by a secretary or assistant. You can Subscribers and Guests screen. This screen
set up a transfer-greeting-action sequence allows you to route unanswered calls to
for an individual subscriber to provide another extension or provide callers with
special routing of incoming calls. In this one-key dialing options.
way, the system functions like a personal
secretary. Routing to another extension
Delete the subscriber’s greeting and
set “Action after Greeting” to route to a
transaction box that transfers the call to
another extension. This transaction box
can also have a one-key dialing menu
with additional options the caller can
choose if the second extension is busy
or unanswered.
Providing a one-key dialing menu

Set up a transaction box with the
subscriber’s extension number as the
box ID. Incoming calls to that extension
are transferred to the transaction box,
rather than to the subscriber’s mailbox.
The transaction box can offer a menu of
choices, such as taking a message,
transferring to another subscriber, or
immediately transferring to the operator.
If the caller chooses to leave a message,
for example, the transaction box then
transfers the call to the subscriber’s
mailbox where the message is recorded.
You can combine these options for even
more flexibility.

Notifying subscribers when messages arrive
There are two ways that the system can

alert a subscriber when a new message has
arrived. As system manager, you can set
up message notification options for each
subscriber or box.
Message waiting indicator

The voice messaging system can tell a
subscriber that a message is waiting. The
indicator may be an indication light on
the telephone, a distinctive dialtone, or a
message on a display telephone.
Message notification
You can specify up to four telephone
numbers (including a pager) that the
system automatically dials to notify a
subscriber of a waiting message. You can
also specify the frequency of these calls
and whether the system notifies the
subscriber of all messages or only of
urgent messages.

Storing and saving messages
Some messages can be heard once and Subscribers may want to save some mes-
deleted. Others need to be saved for pro- sages, however, to hear or respond to at a
cessing at a later date. As system manager, later date; subscribers can archive these
you decide how long a new (unheard) messages. An archived message is saved for
message is stored and how long an old a longer period of days, weeks, or months.
(heard) message or an archived message Each time the subscriber listens to the
is saved. archived message, he or she must archive
it again; otherwise, it is deleted. The longer
When a new message arrives for a sub-
the archive period, the more disk space will
scriber or guest, it is stored until it has
be used.
been retrieved. Once it has been heard, it
becomes an old message and is saved for In most cases, you or the installer set up
a certain length of time. Normally, an old these times when you install the system.
message is saved at least until midnight You can change these settings for an indi-
of the day it was received. vidual subscriber.

STORING AND SAVING MESSAGES
Tips
◆ You set the default number of days
to store new (unheard) messages in
Application Setup>General Settings.
◆ You set the default number of days
to save old and archived messages in
Default Subscriber Summary. Using
seven days or fewer helps conserve
disk space.

Detecting and routing fax calls automatically
If your organization receives both voice The system identifies two types of incoming
and fax calls, the voice messaging system faxes.
can distinguish between them automati-
cally. Using the system’s fax detect feature, Manual faxes
you do not need a separate trunk line Callers dial your organization’s tele-
dedicated to a fax machine. The voice phone number on their fax machine
messaging system can listen for fax tones handset and monitor the progress of the
and transfer fax calls to the extension call. When the voice messaging system
specified in the Public Fax box. In addition, answers, they press the number for the
the system notifies the operator (or another fax extension. If they want, callers can
extension you designate) that a fax has also leave a voice message for the fax
arrived. recipient. When they hear the fax tones,
callers press the Send or Start key on
their fax machine to send the fax.
Automatic faxes
Callers can set up their fax machines
to fax your organization automatically.
Callers do not monitor the call. When the
voice messaging system answers the call
and detects a fax tone, the system
transfers the call to the fax extension
automatically.

DETECTING AND ROUTING FAX CALLS AUTOMATICALLY
Tips
◆ The fax ID must be unique and cannot
conflict with any personal IDs, extension
IDs, or other system IDs. Set up the fax
ID to route faxes to the extension to
which the fax machine is connected.
In the opening greeting, mention the
number callers can use to send
manual faxes.
◆ You can prevent callers from sending
manual faxes. Create a hidden system ID
by adding the dollar sign ($) to the
beginning of the system ID, such as
$_FAXBOX. If the fax ID is hidden, or if
the fax ID box on your console is blank,
callers outside the voice messaging
system will not be able to send manual
faxes.

Collecting information with interview boxes
You can give information to or collect If you are collecting information, set up
information from callers even during the interview box to record responses to
nonbusiness hours using an interview interview questions. The system can beep
box. An interview box can contain up to after each question to prompt callers to
20 questions or announcements. You add respond, and you can specify the recording
interview boxes at the console. Each inter- length of each message. For example, a
view box has an owner, a name, and a business could use interview boxes to take
unique system ID. Messages left at an sales orders or to do market research. When
interview box are available only to the the interview box’s owner retrieves the
owner of the box. messages, the owner hears the callers’
replies with a beep separating each
response.

COLLECTING INFORMATION WITH INTERVIEW BOXES
Note If you need to collect information

from callers that will be available to more
than one person, use the Public Interview
box. The Public Interview box is an inter-
view box with messages available only to
subscribers with public message access.
(You set up public message access for
subscribers.)
Tip Use the first question of an interview

box to give an introduction to the interview
and to provide instructions. If you do not
want callers to respond to the introduction,
set the response time to 0 (zero) seconds.

Using voice detection instead of touchtones
If your telephone system or service area Setting up voice detect involves four main
includes callers without touchtone access, steps.
you can still offer callers menus and direc-
tories using voice detect. Voice detect allows Plan how you will use voice detect boxes
callers to make choices or respond to Decide how many voice detect boxes
prompts by saying “Yes” or by remaining you need and how callers will be routed
silent for “No.” With voice detect, the system to them. Decide whether you need any
listens for spoken sound, not touchtones. transaction boxes or interview boxes.
Each voice detect box has an owner, a name, Make a sketch to show how the boxes
and a unique system ID. are related.
You can combine voice detect boxes with
Add the boxes to the system
interview boxes to set up special call routing
Set up call transfer, record names and
or audiotext to collect information from
greetings, and choose how the system
callers. The voice messaging system comes
handles callers who remain silent.
with one voice detect box already set up for
you.
Set up the opening greeting
Route callers to the voice detect box by
setting the Action to go to the box’s
system ID.
After you set up the voice detect box,

test it
Call the system and verify that the
system handles the call correctly when
you say “Yes” and when you remain
silent.

USING VOICE DETECTION INSTEAD OF TOUCHTONES
You may also set up voice detect call

holding. Callers can say “Yes” instead of
pressing a touchtone to indicate they want
to hold for a busy extension. Voice detect
call holding is available in voice detect
boxes, transaction boxes, the Operator box,
the Public Fax box, and in the personal
greetings of subscribers.
Tip You may want to use a special naming
convention for voice detect boxes to distin-
guish them from other transaction boxes.
For example, start all voice detect box
names with $V or reserve a range of
system IDs for voice detect boxes.

C H A P T E R • 5
Training users
As system manager, you will need to respond to Planning the training session .............................. 74
users’ questions and provide one-on-one
assistance. This section will help you anticipate Introducing the system to your organization ..... 76
their questions and quickly address their needs.
Teaching others to record prompts .................... 77
Training subscribers ............................................. 78
Training operators ................................................ 79
Training other system managers ......................... 80
Providing follow-up training ................................ 81
Special topics for training .................................... 82
TRAINING USERS 73
Planning the training session
The voice messaging system is extremely The largest group that requires training is
easy to use, but any new product requires the subscribers. You may also have some-
training. Use these guidelines as a starting one who serves as the operator for your
point and modify the training program to organization, and some organizations have
suit the unique needs of your organization. more than one system manager. Each of
Be sure to read the Training Guide so you these users has unique needs that should
are familiar with how to use the voice be addressed in your training program.
messaging system. The more familiar you
Your system has many features, but you
are with the product, the more effective you
need not teach them all at once. Your
will be in training others.
training will be more effective if you con-
A thorough training program includes centrate on the essential features that users
identifying the users, evaluating their needs, need to begin using the system. As users
providing training sessions that meet those become familiar with the basics, or as they
needs, and providing follow-up training develop special needs, you can provide
and problem-solving. additional training on advanced features.
When training employees, ensure they
understand that they are the crucial players
in making the most of the new system for
themselves and your customers.

PLANNING THE TRAINING SESSION
Tips
◆ Designate one individual to provide
help to subscribers. This can be you or
another person, such as the installer.
This individual sends updates and
responds to questions from users.
◆ Train in small groups. The training
sessions will be most effective if you
limit the size of the class to no more than
15 users.
◆ Train using a speakerphone that can be
set loud enough for everyone to hear.
◆ Hold the training session at a time and
place that is free from interruptions.
TRAINING USERS 75
Introducing the system to your organization
You will need three tools to get started: a

training checklist, an announcement to
users, and the Training Guide booklets that
came with your system. This checklist can
help you plan your training program.
Item Date Scheduled Date Finished

Training Subscribers
Send announcement memo
Distribute training guides
Schedule training sessions
Send a welcome group message
Send a follow-up group message
Training other system managers
Schedule training session
Schedule follow-up session
Training operators
Schedule training session
Schedule follow-up session

Teaching others to record prompts
A memo or e-mail message is a useful way Tip Send a group message to users wel-
to announce the new voice messaging coming them to the system. Encourage
system to users. users to reply. This gives them practice
using the system and lets you know they
You will distribute the Training Guide
are enrolled.
booklets to subscribers and other users.
The Training Guide provides quick answers
to the most common user questions. On the
back cover of each subscriber’s Training
Guide, fill in the individual’s name, exten-
sion, and personal ID. The subscribers will
need this information the first time they try
to use the system.
TRAINING USERS 77
Training subscribers
The training session gives you a chance • Demonstrate how to retrieve messages.
to meet with subscribers, demonstrate the Explain the order in which messages are
system, and answer questions before they listed.
begin using the system. The goal of the
• Demonstrate how to respond to a
training is to assure users that the system
message from another subscriber.
is easy to use.
• Demonstrate how a subscriber turns call
You will find most of the information
transfer on and off.
you need in the Training Guide, including
information about quick option menus and • If the system has directory assistance,
how to respond to or retrieve a message. dial the system ID for the directory and
demonstrate how an external caller
• Demonstrate how to call the voice
selects a subscriber from the directory.
messaging system to set up personal
options or retrieve messages. All sub- • Take questions and encourage everyone
scribers need to do is listen to the to call the system to check their own new
system and answer the questions, messages.
using 1 for Yes and 2 for No.
Tip Review the special topics at the end of
• Demonstrate how to use quick option this section for additional items to be
menus instead of using 1 for Yes and 2 covered in this or later training sessions.
for No.

Training operators
Well-trained operators are critical to the Teach the operators how to answer calls
effectiveness of the system. The operators transferred from the system and from direct
talk to more callers than any other person telephone lines. Sometimes there is no way
in the organization, so their attitude has a to tell the difference between system
tremendous influence on customer rela- transfers and direct calls. In this case, help
tions. The operators must know how to talk the operators create a suitable greeting that
to callers about the system, and they must can be used to answer any type of call.
be able to use the system efficiently.
If the voice messaging system is used as an
The details of training operators depend on automated attendant, instruct the operators
which telephone system your site has and to tell callers the extension numbers to
how it is configured. However, there are which they are being transferred. This will
several key points that must be covered help educate frequent callers and lighten
at almost every site. the operators’ call load. The operators must
also know how to transfer calls to voice
The training should be held using a system
mailboxes. The timing of the transfer is
identical to the one the operators use. Do
important, so encourage the operators to
not allow operators to handle actual calls
practice.
during training. Forward calls to another
person. Tip Review the special topics at the end
of this section for additional items to be
The operator is an advocate for your voice
covered in this or later training sessions.
messaging system. When discussing how to
talk to callers about the system, ensure the
operators understand its benefits. For
example, the system answers on fewer rings,
transfers more quickly, records long and
detailed messages, and delivers messages
in the caller’s own voice.
TRAINING USERS 79
Training other system managers
Use a working voice messaging system,

preferably one that is located away from
your organization, such as the installer’s
system. Review the information in this
manual and provide the system managers
with a demonstration of how to use the
console. It is a good idea to train all system
managers to record prompts.
Tip Review the special topics at the end of
this section for additional items to be
covered in this or later training sessions.

Providing follow-up training
During the first week of the voice messaging After training a system manager or operator,
system operation, leave a group message be available to answer questions for several
for all subscribers asking them to call you days. For system managers, it may be wise
with any questions or problems. Check for to split the training into two separate
messages on a daily basis and reply sessions one week apart. Ensure that the
promptly. operator is comfortable with the system
and check back within a week.
Some subscribers may want to use the
system’s quick option menus instead of When you enhance the system with new
the Yes-and-No conversation. Let sub- features or combinations of features,
scribers know that quick option menus are provide updates to the users and schedule
available. additional training sessions if necessary.
TRAINING USERS 81
Special topics for training
Explaining voice mail etiquette All callers deserve the best service.
Ensure that your prompts are courteous and
The voice messaging system may be the
welcoming. Let them know right away they
first contact a caller has with your organiza-
have choices, such as, “You may dial 0 at
tion. First impressions are important, so
any time to reach the operator. However, if
follow these guidelines to ensure that
you know your party’s extension, you may
callers have a pleasant experience. Voice
dial it now.” Be sure the system acknowl-
mail etiquette incorporates these funda-
edges callers at each step with prompts,
mental principles: be informative, be polite,
such as, “Thank you. I’ll transfer you now.”
be friendly, give callers options, and above
all, keep it simple. Apply these principles Ensure the recorded prompts and greetings
when recording greetings and prompts. sound professional, but also have a pleas-
ant, human quality. Callers will be much
It is a good idea to prepare customers and
more likely to listen to and follow the
frequent callers for the new system. Send
prompts. Try not to use more than one
letters informing regular callers that you are
voice for prompts. Hearing one reassuring,
installing a new voice messaging system to
friendly voice will make callers feel com-
serve them better. Let them know how it will
fortable. How the prompts are phrased is
differ from your previous system. Give them
also important. “If you know your party’s
tips on using the new system. Callers also
extension, you may dial it at any time”
need signposts along the way. For example,
sounds better than “Dial the extension
if they call after working hours, ensure your
you are calling now.”
night greeting gives regular business hours
and explains how to leave a message.

SPECIAL TOPICS FOR TRAINING
Callers need to feel they are in control. If

they are given choices in a friendly, straight-
forward manner, they will make them
confidently. Ensure callers know they have
options: they can leave a message; they can
reach an operator at any time; they can
choose to hold; they can dial another
extension if the one they have called is
busy; they can repeat any prompt by
pressing a certain touchtone; or they can
return to their previous choice. They also
need to know how to exit the system at any
time.
Tip Give callers no more than four choices
at any one time. Make the first set of four
those choices that are most often used.
TRAINING USERS 83
Teaching others to record prompts • Before making the actual recordings, ask
the person to practice different prompts.
It is useful to have someone available in
Ask the person to listen to the recordings
your organization to record modifications
on the telephone, then have them adjust
and updates to the prerecorded prompts.
volume and tone as needed.
The person making the recording must
understand the importance of pauses • Provide the person with lots of encour-
when appropriate, adequate volume, and agement. If you make the recording
a friendly, not flat, intonation. Ideally, the session enjoyable, the prompts will
person’s tone and volume will be even and reflect enjoyment and relaxation,
their intonation slightly exaggerated. The helping callers feel comfortable.
training session must also include the
Tip The voice messaging system comes
mechanics of how to record in local
with hundreds of standard prompts already
connect mode at the console.
recorded. These prompts are provided so
• Sit with the person at the console and that you can begin using your system as
review the system features and console soon as possible. You will want to record
screens. The training session can be an opening greeting specifically for your
conducted in about one hour. However, organization first, then record remaining
the actual recording of all greetings, prompts and messages, as needed.
prompts, and names used in the system
can take several hours.

Explaining subscriber enrollment The enrollment option you choose will

determine how you cover this step in your
The system offers two ways to enroll a
training sessions.
subscriber: console enrollment and over-
the-telephone enrollment. In console Tip Delete unused voice mailboxes. A
enrollment, the system manager enters mailbox that the subscriber has never used
information about each subscriber at the or a mailbox set up for a subscriber who
system console, including the complete does not enroll is an unused mailbox.
spelled name, recorded name, personal ID, Check frequently to find out if new sub-
and extension ID. With this enrollment scribers are promptly enrolling themselves
option, the subscriber is able to begin by telephone, and encourage them to do so.
using the system immediately.
In over-the-telephone enrollment, you
set up a range of voice mailboxes for the
extensions at your site and then ask sub-
scribers to enroll themselves by telephone.
When the subscriber initially calls the
system and enters a personal ID, the system
asks the subscriber to record a name, spell it
for the automatic directory (if applicable),
record a personal greeting, and enter a
security code. Over-the-telephone enroll-
ment can save you time and help subscrib-
ers learn about the system.
TRAINING USERS 85
Explaining the subscriber conversation You decide which features a subscriber can
change by telephone when you complete
Subscribers call the voice messaging system
the Subscribers And Guests>Access Options
from a touchtone telephone and identify
console screen.
themselves with their personal IDs and
security codes. Most subscribers communi- Tip Subscribers can use quick keys to
cate with the system by answering a series jump ahead in the conversation directly to
of Yes-and-No questions. These questions a particular option. Some subscribers may
let subscribers perform four basic tasks: want to hear quick option menus in place
of the Yes-and-No conversation. You set up
• Check new messages.
this option at the console.
• Leave messages for others.
• Review old messages.
• Change setup options.
Through setup options, subscribers can
control many aspects of their setup,
including:
• Record and switch between standard
and alternate greetings.
• Create, edit, list, and delete message
groups they own.
• Turn call transfer to their extension on
or off, including changing the telephone
number where calls are transferred.
• Turn call screening on or off (if
available).
• Turn call holding on or off (if available).
• Change their message delivery tele-
phone numbers and schedules.
• Change personal options, such as
security code, recorded name, spelled
name, and directory listing.

Explaining security codes You decide the number of retries a sub-

scriber is allowed to enter a valid personal
Security codes protect subscribers’ voice
ID. You do this in Application Setup>
mailboxes and the voice messaging system
General Settings. A subscriber is allowed
from inappropriate use. A security code
only one try to enter a valid security code.
differs from a personal ID in that the
security code is known only to the sub- Subscribers should change their security
scriber. It is never displayed on screen or codes frequently. Because training guides
in reports. You are not able to select a may have personal IDs and other informa-
subscriber’s security code. Only the sub- tion written in them, subscribers should
scriber can select the code, and only by notify you if a Training Guide is missing.
telephone. A security code can be up to ten
If a subscriber forgets a security code, you
digits and should be something the sub-
must delete the code at the console and ask
scriber can remember, but not something
the subscriber to call the system to set a new
other people can guess.
security code.
TRAINING USERS 87
Explaining message playback

A subscriber retrieves messages by calling
the system and entering a personal ID and
security code. A subscriber may redirect,
save, or reply to messages, and control how
the system plays them.
Description of the three message types
Message From To
One-way External (unidentified) caller Subscriber
Two-way Subscriber Other subscribers or own guest
Guest Host subscriber
Public message External caller or system Subscribers with public mes-
sage access

A public message is also a one-way mes- If the subscriber has public message access,
sage. A subscriber responds to a one-way the system then plays:
message by hanging up and dialing the
• Messages recorded by the Operator box
number of the caller. A subscriber can
respond to a two-way message immediately • Messages recorded by the Public
without pressing a single key on the tele- Interview box
phone. All messages, including one-way
The system plays messages marked urgent
messages, can be redirected.
before playing nonurgent messages. The
The system tells the subscriber how many subscriber hears urgent messages in the
new messages are waiting and the source of order listed above before hearing any non-
each message. When a subscriber listens to urgent messages.
new messages, the system reports the
messages in the following order:
• Messages from other subscribers
• Messages from guests
• Messages from external (unidentified)
callers
• Messages recorded by transaction boxes
• Messages recorded by interview boxes
TRAINING USERS 89
A list of touchtone keys that can be used to control how the system plays
messages for subscribers
Press To
1 Skip to end of message
2 Interrupt to redirect or delete message
4 Slow down
5 Raise or lower volume
6 Speed up
7 Back up several seconds
8 Pause
9 Fast forward several seconds
✳ Stop message and save as new
# Repeat last few seconds
Note If your system uses a Bicom voice Tip If Subscriber A tries to leave a message
board, you cannot slow down or speed up for Subscriber B—and B has left an unheard
messages while listening to them. message for A—the system tells A that there
are messages waiting and offers to play
them. This ensures that A is up-to-date
before leaving a new message for B.

C H A P T E R • 6
Using visual
menus on
Panasonic display
phones
This chapter applies only to organizations using The constant message count display ................. 92
Panasonic display phones with a Panasonic DBS
OAI integration. Accessing voice messaging options ................... 94
Using keys to choose options ........................... 100
Explaining the integration options

to subscribers ..................................................... 102
Disabling visual menus ...................................... 103
Changing the refresh interval for constant

message count ................................................... 104
USING VISUAL MENUS ON PANASONIC DISPLAY PHONES 91

The constant message count display
Constant message count shows the number Small LCD display phones show two lines
of new and urgent voice messages on of information; large LCD display phones
subscribers’ display phones. The display show additional lines of information.
updates periodically so that subscribers Constant message count affects only the
easily see if they have new messages. second line of the display. The first line
displays the time, day, and date as pro-
grammed in the telephone system.

THE CONSTANT MESSAGE COUNT DISPLAY
New messages No new messages
08:30 Tue MAY 09 08:30 Tue MAY 09

7 MSGS 1 URG Yale, Hugh 101
The second line of the display shows the total The telephone system controls the display (in this
number of new messages, as well as the number of example, the subscriber
subscriber’’s name and extension).
messages marked urgent.

Accessing voice messaging options
Subscribers using small display phones Subscribers with large display phones can
access voice messaging options through the also use the menu mode digits:
system conversation after dialing the voice
• 4 through 7 to select options
messaging system.
• ✳ to return to the Main menu
Subscribers using large display phones can
use either the system conversation or the • # to go to the previous menu
extended visual menus on their telephones.
For some options, such as replying to
When these subscribers dial the voice
another subscriber’s message, subscribers
messaging system, options appear on the
must follow instructions in the system
telephone’s visual display. Subscribers can
conversation. When the system conversa-
use the soft keys on their display phones to
tion replaces visual menus, subscribers see
choose options.
“Listen for options” on the LCD display.
Voice messaging options

System conversation Visual menus
MAIN MENU
“You have 2 new messages. The first mes- 2 NEW MSGS
sage is <system plays message>.” CHECK NEW MSGS
“Would you like to leave any messages?” LEAVE MESSAGES
“Would you like to review old mes- REVIEW OLD MSGS

sages?”
“Would you like to access your setup SETUP OPTIONS

options?”
“If you’d like to try an extension, you may CALL EXTENSION

do so now. See you later.”
The system conversation and visual menus offer the same voice messaging options.

ACCESSING VOICE MESSAGING OPTIONS
The message list on large display

telephones
When subscribers with large display
telephones use the visual menu to check
messages, the display shows a list of current
messages. Subscribers can listen to the
messages in any order. The list also
includes codes that identify message types.
Message codes
Code Description
U An urgent message, left by another subscriber.
P A public message, left for subscribers with public message
access.
R A return receipt, identifying a message a subscriber marked for
return receipt.
A<number of days> An archived message, displaying the number of days remaining
in the archive period. (On list of old messages.)
The LCD display
CHECK NEW MSGS A The message list includes message

7 MSGS 1 URG codes.
A U Xavier, Jay
B Messages from other subscribers are
Aaronson, Chris
B identified by the subscribers’ spelled
Yeoman, Mike
names.
C MAY 09,08:30AM
***END*** C Messages from unidentified callers are
identified by date and time.

How a subscriber might interact with visual menus and the system conversation
Visual menus System conversation Subscriber
MAIN MENU The subscriber picks up

7 MSGS 1 URG the handset and dials the
CHECK NEW MSGS voice messaging system.
LEAVE MESSAGES The subscriber selects
REVIEW OLD MSGS “Check new msgs.”
SETUP OPTIONS
CALL EXTENSION
CHECK NEW MSGS To play a message, press the The subscriber is expect-
7 MSGS 1 URG one-touch (soft) key. To look ing a message from Pat
U Wu, Pat through your message list, about a business trip
Bronson, Denis press the “Next” or “Previous” later that day, and
Donaldson, Ray key. decides to listen to
Fuller, Roger Pat’s message.
Nguyen, Brenda
PLAY NEW MSGS Hugh, your flight leaves at The subscriber listens to
U Wu, Pat 5 P.M.. A taxi will pick you most of the message and
INFO REPLY up right after the meeting. decides to send a quick
PAUSE REDIRECT reply.
REVERSE FORWARD
RESTART ARCHIVE
SAVE DELETE

Visual menus System conversation Subscriber
LISTEN OK, I’ll record your message The subscriber records a

FOR OPTIONS now. reply:
1 = YES Pat, thanks for all your help.
2 = NO See you next week.
He presses ✳ when finished.
PLAY NEW MSGS The subscriber decides to

U Wu, Pat delete Pat’s message and
INFO REPLY selects “Delete.” The sub-
PAUSE REDIRECT scriber decides not to
REVERSE FORWARD listen to other new
RESTART ARCHIVE messages and replaces
SAVE DELETE the handset.

LCD display reference: Menu tree for reviewing messages
08:24 Tue MAY 09 Constant message count

7 MSGS 1 URG
Access mailbox
MAIN MENU
7 MSGS 1 URG
CHECK NEW MSGS CHECK NEW MSGS
LEAVE MESSAGES 7 MSGS 1 URG PLAY NEW MSGS
REVIEW OLD MSGS U Xavier, Jay U Xavier, Jay
SETUP OPTIONS Aaronson, Chris INFO REPLY
CALL EXTENSION Yeoman, Mike PAUSE REDIRECT
MAY 09, 08:30AM REVERSE FORWARD
MAY 09, 10:00AM RESTART ARCHIVE
SAVE DELETE
MSGS INFORMATION PLAYBACK PAUSED LISTEN

URGENT U Xavier, Jay FOR OPTIONS
FROM: Xavier, Jay RESUME
MAY 09, 07:30AM PAUSE 1 = YES
20 Seconds 2 = NO
EXIT
EXIT
See also
Using keys to choose options .................. 100

LCD display reference: Menu tree for setup options
MAIN MENU GREETINGS

7 MSGS 1 URG
CHECK NEW MSGS HEAR CURRENT GRT
LEAVE MESSAGES SWITCH GREETINGS
REVIEW OLD MSGS EDIT MAIN GREET
SETUP OPTIONS SETUP OPTIONS EDIT ALT GREET
CALL EXTENSION
CHANGE GREETINGS
SET UP GROUPS GROUPS
TRANSFER/DELIVER
PERSONAL OPTIONS CREATE A GROUP
EDIT YOUR GROUPS
LIST YOUR GROUPS
DELETE A GROUP
PERSONAL OPTIONS
SECURITY CODE
RERECORD NAME
RESPELL NAME
DIR LISTING ON/OFF
TRANSFER/DELIVER When OFF When ON
CHANGE TRANSFER CHANGE TRANSFER CHANGE TRANSFER

CHANGE DELIVERY
TRANSFER OFF TRANSFER ON
CHANGE PHONE #
CALL SCREEN ON/OFF
CALL HOLDING ON/OFF
MESSAGE DELIVERY CHANGE DELIVERY CHANGE DELIVERY
WORK PHONE WORK PHONE OFF WORK PHONE ON

HOME PHONE CHANGE PHONE #
PAGER CHANGE SCHEDULE
SPARE PHONE URGENT ONLY ON/OFF
Each phone has a Change Deliver

Deliveryy visual menu: work, home, pager
pager,, spar e.
spare.

Using keys to choose options
Subscribers select options from visual

menus using soft keys located on each side
of the LCD display. Subscribers navigate
among the visual menus using fixed func-
tion keys: MENU; PREV; and NEXT. The fixed
function keys are located below the LCD
display.
Making a selection from one column Making a selection from two columns
of options of options
MAIN MENU PLAY NEW MSGS
7 MSGS 1 URG U Xavier, Jay
CHECK NEW MSGS INFO REPLY
LEAVE MESSAGES PAUSE REDIRECT
REVIEW OLD MSGS REVERSE FORWARD
SETUP OPTIONS RESTART ARCHIVE
CALL EXTENSION SAVE DELETE
Press the soft key on either side of the option. Press the soft key next to the option.
USING KEYS TO CHOOSE OPTIONS
Setting an option to ON or OFF
CHANGE DELIVERY CHANGE DELIVERY

WORK PHONE OFF WORK PHONE ON
CHANGE PHONE #
CHANGE SCHEDULE
URGENT ONLY OFF
Press the soft key on either side of the option.
Using the fixed function keys

MAIN MENU A The MENU key displays the Main menu.
7 MSGS 1 URG
B The PREV key displays either the previ-
CHECK NEW MSGS
ous menu or the previous messages on
LEAVE MESSAGES
the message list.
REVIEW OLD MSGS
SETUP OPTIONS C The NEXT key displays either additional
CALL EXTENSION messages on the message list or inter-
rupts the current message and plays the
next one.
A B C

Explaining the integration options to subscribers
You can help subscribers use the options For subscribers already familiar with
available with the Panasonic DBS OAI Panasonic display phones
integration if you provide some brief
Remind subscribers that the telephone’s
explanation.
programmable options are still available.
Subscribers can access both telephone
For subscribers already familiar with system and voice messaging system
the voice messaging system options.
Let subscribers know that all of the voice
messaging system’s options remain avail- For subscribers new to Panasonic
able to them, including standard conversa- display phones and the voice
tion, menu mode, and message waiting messaging system
indication.
Train subscribers to use their new display
phones, the telephone system’s options,
and the voice messaging system’s options.
See also
Training subscribers ................................... 78
The constant message count display ........ 92
Accessing voice messaging options .......... 94
Disabling visual menus
You can disable visual menus for individual

To disable visual menus
subscribers in the Subscribers and Guests
screen. To disable visual menus, select one If subscribers want to use the hands-free
of the other available methods for retrieving method, go to their individual Subscribers
messages: and Guests>Conversation screen and select
“Play new messages hands-free.”
• Hands-free
If subscribers want to use the original
• Original version conversation
version conversation, go to the their indi-
vidual Subscribers and Guests>Access
Options screen and select “Original version
conversation.”
To enable visual menus
Clear the option you selected when dis-

abling visual menus.

Changing the refresh interval for constant
message count
The refresh interval controls how often

To change the refresh interval
the voice messaging system updates the
constant message count on LCD display 1 Go to the Telephone System
phones. You do not need to change this Setup>Message Waiting and Call Hold-
value unless you experience delays with ing screen.
the constant message count display.
2 Type the refresh interval in “Message
On busy telephone systems, a more fre- refresh interval.” Use a numerical setting
quent refresh interval may slow system from four to 10 seconds.
operations.
To disable constant message count for all
subscribers
1 Go to Telephone System Setup>Message

Waiting and Call Holding screen.
2 Type 0 (zero) in “Message refresh
interval.”
C H A P T E R • 7
Maintaining your
system
After you plan and set up your system, you will Changing system settings by telephone ......... 106
have a few ongoing maintenance tasks, such as
adding and deleting users or editing subscriber Adding subscribers and guests ......................... 108
information.
Changing and removing subscribers
and guests ........................................................... 110
Adding message groups .................................... 111
Changing and removing message groups ....... 112
Adding transaction boxes .................................. 113
Changing and removing transaction boxes ..... 114
Changing the keypad map ................................ 116
MAINTAINING YOUR SYSTEM 105

Changing system settings by telephone
As system manager, you can change the The system manager conversation consists
system settings without having to sign in at of five questions. Each question has a short-
a console. Simply call the system and sign cut key (shown next to the question in the
in with your personal ID and security code. list below) to skip to that set of options
After you sign in, you will have a chance to immediately.
check your messages and change your
setup options. The system then begins a Would you like to change a
special series of questions called the system mailbox? ( 4 )
manager conversation. You can skip directly Lets you add a new mailbox, see if a
to the system manager conversation by mailbox has a security code, delete
pressing 0 (zero). security codes, reset the mailbox for
a new user, and delete a mailbox.
Would you like to change the

opening greetings? ( 5 )
Lets you switch to or from the holiday
mode, and change the day, night, or
holiday greeting.
Would you like to change the

system schedule? ( 6 )
Lets you change the system clock and
date settings, and change the current
schedule.
CHANGING SYSTEM SETTINGS BY TELEPHONE
Would you like to hear system

information? ( 7 )
Lets you hear information about your
system, such as what software version
you are using.
Would you like to change the operator

mailbox? ( 8 )
Lets you assign the operator’s mailbox to
an extension, set the fax extension, and
turn fax notification on or off.
Tips
◆ Have ready the system ID for each group
or subscriber you want to add or change.
◆ You can exit the conversation at any time
by pressing ✳✳✳ on your telephone.

Adding subscribers and guests
As people come in to your organization, you Enroll each subscriber.

will need to add them to the voice messag- You can do this at the console, or you
ing system. There are four basic steps to can let new users enroll themselves. If
adding a subscriber. you have many people to enroll, you
can add a range of extensions and let
Complete the subscriber default settings subscribers set up their mailboxes by
These options, located in Subscribers telephone.
and Guests>Subscriber Defaults, include
the default personal ID, subscriber Change settings on individual records.
conversation and access options, call If needed, you can give an individual
handling, and message notification subscriber options different from the
settings. When you add a subscriber, default settings. For example, if you
the system uses these default settings added a range of extensions, the spelled
automatically. name for each new subscriber appears
as the extension number enclosed in
Add new subscribers one-by-one or as a brackets, such as {835}. You need to
range of extensions. change it to the spelled name for each
You can add each subscriber individu- subscriber so that callers can find the
ally, assigning a personal ID and exten- individual in the automatic directory.
sion, or you can add a range of exten-
sions and then complete the missing
options. If your organization uses a first
name directory, you must type the
subscriber’s first name in the “Last
name” field and the subscriber’s last
name in the “First name” field in Sub-
scribers and Guests>Summary.
ADDING SUBSCRIBERS AND GUESTS
Each subscriber can host one or more

guests who have special message privileges
with their hosts. When you add a guest, you
assign the guest a personal ID.
Tips
◆
You can change the same settings for
many subscribers or boxes at once using
the Quick Edit screens.
◆ If you are going to add several sub-
scribers at once, quickly review and, if
necessary, revise the default subscriber
settings. That way, each new subscriber
you add will be set up with the settings
you want.
◆ If you want to add just one subscriber,
and the Default Subscriber settings are
set as you want them, you can use the
system manager conversation to add
the subscriber from your desk.

Changing and removing subscribers and guests
Occasionally, you will need to change If you want to reassign a mailbox to another
subscriber or guest information. Whether subscriber instead of deleting it, you can
the change is a subscriber’s name, a transfer delete all of the messages in the mailbox
to another extension, or removal of the and reset it to new. You can do this by
subscriber record, you can quickly change telephone or at the console.
and remove subscriber and guest informa-
Note The system cannot delete a sub-
tion in Subscribers and Guests. You can also
scriber or mailbox messages while any
quickly delete or reset a mailbox.
system port is active. Whenever you delete
First, in Subscribers and Guests, locate the a subscriber, the console screen will be
record that you want, and then change the unavailable until all system ports have
information. Each subscriber screen has cleared.
several subscreens of options.
When you delete a subscriber, you also
delete all private message groups, transac-
tion boxes, and interview boxes that the
subscriber owns. If the deleted subscriber
owned an open message group, the open
group is reassigned to the voice messaging
system.
Adding message groups
By using message groups, you can send the You add message groups in
same message to a group of people. The Groups>Message Groups. When adding a
voice messaging system comes with the ALL message group, you need to decide how
group that includes all subscribers. You can you want the group to function.
create additional groups as you need them.
Subscribers can create groups of their own Spelled name or numbered
or make changes to their groups by tele- To reach a spelled name group, sub-
phone. As system manager, you can create, scribers spell the first three letters of
change, or delete any group at the console, the name on the telephone keypad. For
including those owned by you, another numbered groups, subscribers press a
subscriber, or the system. special system ID for numbered groups,
plus the three-digit group number. Use
In most cases, the person who creates a
numbered groups in situations where
message group owns it, and that person can
telephone keypads do not have letters.
make changes to it by telephone. However,
as system manager, you can make changes
Private or open
to any group at the console.
Only the owner of a private group can
A group can also be owned by the voice send messages to the group. Any sub-
messaging system. The system ID for the scriber can send messages to an open
system is SYSTEM. Groups owned by the group.
system can only be changed by the system
manager, only at the console. Dispatch distribution
The first member to listen to the mes-
sage is the only person who receives it.
This is useful when a group of subscrib-
ers is equally responsible for a task, but
only one person needs to respond, such
as customer support. If you do not select
“Dispatch distribution,” each member
receives every message sent to the
group. This is useful for announcements
that each individual needs to hear.

Changing and removing message groups
Group owners can make the following

changes to their own groups by telephone:
• Add or delete group members.
• Change a group’s name or number.
• Delete a group.
When someone deletes a message group, all
messages addressed to the group, including
pending messages, are also deleted.
Adding transaction boxes
As you build your system or change how it For example, the sales receptionist can use
works, you may need additional transaction his own personal ID to access personal
boxes. You can add them one at a time or mailbox messages, but he can also use the
several at once. Before you add a box, you personal ID of the virtual subscriber to
need to consider who will own it. You maintain or access messages left in a par-
cannot change who owns the transaction ticular transaction box. If the receptionist
box after it is created. Owners have control leaves that position, the new receptionist
over the transaction box in several ways: can simply use the virtual subscriber’s
personal ID to maintain the transaction box.
• Messages sent to the transaction box are
available only to the owner. Note The available number of mailboxes
and transactions boxes may vary depending
• Owners can record the transaction box
on the number of ports your system has.
greetings by telephone.
Replay 3.0 provides 25 mailboxes per port
• If an owner is deleted, the transaction and a total of 15 transaction boxes. Replay
box is also deleted. A transaction box Plus 6.71 provides an unlimited number.
cannot be reassigned to another sub-
scriber.
Occasionally, you may want to create a
transaction box that will be permanent. You
do this by assigning it to a position, not a
person. For example, you can create a
transaction box for the Sales group, which
can be owned by the sales receptionist,
regardless of who actually occupies that
position. In that case, you can create a
virtual subscriber. A virtual subscriber
has a system ID but not an extension.

Changing and removing transaction boxes
If you want to fine-tune the way a transac- Note With numeric access, the transaction
tion box works, you can do so at the con- box greeting cannot be recorded by tele-
sole. The system manager can make any phone if the box’s system ID contains a
change to a transaction box except to dollar sign ($) or any symbol not found
change who owns it. If you remove a on a telephone keypad.
transaction box, make sure you remove all
references to its system ID in the system.
A transaction box owner can change the
transaction box greetings by telephone.
All other transaction box changes must be
made by the system manager at the console.
CHANGING AND REMOVING TRANSACTION BOXES
To record transaction box greetings by

telephone
1 Call the system. Enter your personal ID

and security code.
2 Spell the first three letters of the transac-
tion box’s name, or enter its system ID.
The system tells you which greeting is
currently active.
3 Respond as prompted to record the
standard day and night greetings. Repeat
this procedure to record the alternate
greeting.

Changing the keypad map
The location of letters on the telephone Changing the keypad map

keypad can vary among different telephone
The following considerations can help you
manufacturers and different countries. For
decide whether to change the keypad map
example, many countries use a numbers-
and what keypad map to select. If you
only keypad. In the United States, some
decide to change the active keypad map,
keypads do not show the letters Q and Z,
contact your installer.
while others may show them on the 1 key.
The voice messaging system supports five Do you want to accommodate internal
keypad maps, shown on the next page. subscribers or external callers?
During installation, your installer selected Many organizations select the keypad
the keypad map that best meets your map that matches the keypad on internal
organization’s needs. You can check the subscribers’ telephones. Others prefer to
current keypad map in Application select the keypad map that best accom-
Setup>General Settings. modates suppliers or clients, rather than
internal staff.
You will rarely need to change the active
keypad map. You may, however, need to
Do most callers use a numeric keypad?
change the keypad map if your organization
If most callers use a numeric keypad,
installs new telephones with a different
you may want to select the numbers-
keypad, or if another keypad map would
only keypad map.
better match the keypad used by most
external callers.
CHANGING THE KEYPAD MAP
What do you want callers to hear? Tip Most keypads support a wildcard key.
If the letters Q and Z do not appear on The wildcard key maps to any letter or digit,
most callers’ keypads, you may want to and callers can use it when they are unsure
consider using the Q=7, Z=9 keypad. If of a number or a spelling. For example, the
you use this keypad, callers leaving numbers-only keypad uses the 1 key as a
messages or using the automatic direc- wildcard that subscribers can use to locate
tory hear this message: numbered message groups. Pressing 1-1-1
matches all numbered message groups.
“Please press the first three letters of the
The Q=7, Z=9 keypad uses the 1 key as a
person’s last name. For Q, press 7. For Z,
wildcard. Pressing 7-1-1 matches all
press 9. Please enter the letters now.”
names that begin with P, Q, R, or S.
If the letters Q and Z do appear on most
callers’ keypads, consider selecting one
of the other lettered keypad maps.
Callers leaving messages or using the
automatic directory hear this message:
“Please press the first three letters of the
person’s last name.”

C H A P T E R • 8
Expanding your
system with
transaction boxes
This chapter presents a step-by-step process you Evaluating your needs ....................................... 120
can use at any time to design and create new
branches for your voice messaging system. Planning one-key dialing options ..................... 122
Creating new transaction boxes ....................... 124
Recording the new greetings ............................ 126
Testing the new branch of the system ............. 128
Telling callers about the new branch ............... 130
EXPANDING YOUR SYSTEM WITH TRANSACTION BOXES 119

Evaluating your needs
Evaluating your needs is the first step in Steps to create the new Parts
building a new branch for your voice Department branch:
messaging system.
1 Draw a diagram of the system
For example, calls to the Parts Department
expansion plan
at the Beautiful Bicycle Company have been
increasing, and the system manager wants
2 Create a new schedule
the voice messaging system to route the
calls
3 Plan three new one-key dialing menus
Most callers want to place an order, ask
about order status, or ask about parts prices 4 Set up four new transaction boxes
and availability. The department employees
want to stop taking calls at 4:00 P.M. so they 5 Plan and record greetings for each
can ship the day’s orders. new box
A diagram of the system expansion plan
6 Test the transaction boxes
shows how transaction boxes accommodate
all of these needs. Each decision point for a
7 Tell callers about the new branch
caller is a transaction box. Each transaction
box requires a greeting, and selection of
call transfer and action-after-greeting
functionality.
EVALUATING YOUR NEEDS
System expansion plan
Hello. This is the Beautiful Bicycle Company. You may enter the
extension number of the person you wish to speak to at any time
during this message.
For Sales, enter 1.
For Service, enter 2.
For Parts, enter 3.
For a directory of Beautiful Bicycle employees, enter 555.
Otherwise, please hold and an operator will assist you.
1 2 3
You have reached the Beautiful

Bicycle Sales Department...

Bicycle Service Department...
1 2 3

Planning one-key dialing options
Creating a new schedule One-key dialing options

In our example, the Parts Department takes The system manager at the Beautiful Bicycle
calls on a slightly different schedule, closing Company wants to give callers to the Parts
an hour earlier than the rest of the Beautiful Department three menu choices: placing a
Bicycle Company. The system manager uses new order, checking on an order’s status,
the Application Setup Schedule Settings and obtaining information.
screen to develop the new schedule.
One-key dialing choice number 3 is used to
This schedule will be attached to the new route callers from the Opening Greeting
Parts Department transaction boxes when transaction box to the main Parts Depart-
they are built. ment transaction box. Additional one-key
dialing choices in the main box route callers
to the specific extension that handles new
orders (choice number 1), order status
(choice number 2), or parts information
(choice number 3.)
The system manager leaves zero (0) blank
in one-key dialing setup so that 0 will
always connect a caller to an operator.
See also
Setting schedules for handling calls ......... 48
PLANNING ONE-KEY DIALING OPTIONS
Opening Box, ID: Greeting

Greeting One Key Dialing
For parts, enter 3. 1=S100 6=
2=R200 7=
3=P300 8=
4= 9=
5= 0=
Parts Department Box, ID: P300

Greeting One Key Dialing
You have reached 1=P310 6=
the Parts Depart- 2=P320 7=
ment... 3=P330 8=
4= 9=
5= 0=
Parts Order Box, ID: P310

Call Transfer Greeting Action After Greeting
Yes All of our parts Day: Go to operator
people are busy...
Parts Status Box, ID: P320

Yes For information Day: Take a message
about your order...
Parts Query Box, ID: P330

No All of our parts Day: Go to operator
people are busy...

Creating new transaction boxes
Assign a transaction box owner Select Action-after-Greeting

Multiple subscribers need ownership For “Day” callers, the system manager
access to the Parts Department boxes, so the selects the “Operator” Action-after-Greeting
system manager creates a virtual subscriber to route callers who do not enter any digit,
who will own the new transaction boxes. or who enter a digit that is not in the list of
choices, or when the Order or Information
extensions are busy. For “Day” callers
Assign a unique system ID to each
routed to the Status box, as well as all
transaction box
“Night” callers, “Take message” allows
The system manager at the Beautiful Bicycle them to leave a message after hearing the
Company assigns system IDs to transaction greeting.
boxes so that all related boxes will be dis-
played together at the console. The system
Link the new main menu to the opening
IDs for the four new boxes all begin with P3.
greeting
To allow for future expansion, the box IDs
are assigned as P300, P310, P320, and P330. Add a one-key dialing option to the opening
greeting, using the system ID for the new
branch’s first transaction box.
Select Call Transfer options
The system manager wants the “Day” Call
Transfer option to ring the Parts Department
extension before playing the day greeting
for the Order, Status, and Information
transaction boxes. The extension number is
placed in the “Transfer to” field, and “Await
answer” transfer type is selected. The
“Night” transfer option is left blank, allow-
ing the night greeting to play immediately
for all of the boxes.
See also
Using system IDs ........................................ 32
Understanding the transfer-greeting-
action structure ........................................... 40
Adding transaction boxes ........................ 113
124 REPLAY 3.0 • REPLAY PLUS 6.71 SYSTEM MANAGER’S GUIDE

CREATTING NEW TRANSACTION BOXES
System expansion worksheet
OPENING BOX, ID:
Instructions to add to Opening Greeting: One-Key Dialing

1= 6=
2= 7=
3= 8=
4= 9=
5= 0=
BOX ID:
Call Transfer Greeting and Action-after-Greeting

One-Key Dialing
❑ Day Day Day

Transfer to ❑ Take message
❑ Night ❑ Say good-bye
Transfer to
❑ Disconnect
Transfer type ❑ Restart
❑ Await answer Night ❑ Operator
❑ Wait for ringback ❑ Route to ID
❑ Release
Night
Rings
❑ Take message
❑ Say good-bye
1= 6=
❑ Disconnect
2= 7=
3= 8= ❑ Restart
4= 9= ❑ Operator
5= 0= ❑ Route to ID
EXPAND YOUR SYSTEM WITH TRANSACTION BOXES 125

Recording the new greetings
Callers learn about the options available to Tip When recording one-key dialing
them through the greetings in the branch’s instructions, give the subject first, then the
transaction boxes. In our example, the one-key option. For example, “To place an
system manager for the Beautiful Bicycle order, enter 1.”
Company needs to plan and record the
following greetings:
• An opening greeting that includes a one-
key dialing choice for the Parts Depart-
ment. (This recording is not put into
place until the branch has been fully
tested.)
• A Parts Department main greeting that
offers a one-key dialing choice for each
of the three menu options (place a new
order, ask about the status of an existing
order, or ask about the price and avail-
ability of specific items.)
• A day greeting for each transaction box
that callers reach via their one-key
dialing choice. Callers will hear this
greeting if the extension is busy.
• A night greeting for each transaction box
that allows callers to leave a message.
See also
Using greetings effectively ......................... 56
RECORDING THE NEW GREETINGS
Hello. This is the Beautiful Bicycle Company...

For Sales, enter 1.
For Parts, enter 3. 3
Or for a directory...
You have reached the Beautiful Bicycle Parts Department. To

place an order, enter 1. To ask about the status of an order,
enter 2. To ask about prices and availability, enter 3.
1 2 3
All of our staff are busy with other

customers. Please hold, and I’ll transfer
you to an operator.
Operator All of our Parts Department staff are busy with other
customers. For information about your order, leave a
message with your name, telephone number, and the
order number. We’ll return your call as soon as pos-
sible. To speak to an operator, enter zero.
Message Operator
All of our Parts Department staff are busy

with other customers. Please hold, and I’ll
transfer you to an operator.
Operator

Testing the new branch of the system
Testing ensures that every transfer, greeting,

and action works correctly. The system
manager tests all of the 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 of the paths
available in the new branch.
2 Test the first path

Following one path to its conclusion,
whether that is ringing an extension,
leaving a message in a voice mailbox,
reaching the operator, or saying good-
bye, is followed under both “Day” and
“Night” conditions.
3 Test the remaining paths

Step 2 is repeated for all paths in the new
branch.
TESTING THE NEW BRANCH OF THE SYSTEM
extension number of the person you wish to speak to at any time
during this message.
For Sales, enter 1.
For Parts, enter 3.
Or for a directory of Beautiful Bicycle Company employees,
enter 555.
1 2 3

Bicycle Sales Department...

Bicycle Service Department...
You have reached the Beautiful Bicycle Parts

Department...
1 2 3

handling other calls. Please hold...
All of our staff are busy handling other

calls. For information about your order...

handling other calls. Please hold...

Telling callers about the new branch
To make the new Parts Department branch

available to callers, the Beautiful Bicycle
Company’s system manager rerecords the
opening greeting to add one-key dialing
instructions for reaching the department.
extension number of the person you wish to speak to at any
time during this message.
For Sales, enter 1.
For Parts, enter 3.
Or for a directory of employees, enter 555.
C H A P T E R • 9
Protecting your
data
You have spent a lot of time building your Backing up your data ......................................... 132
system, and it makes sense to protect it by
backing up your data. You should back up all of Choosing what and when to back up ............... 134
the voice messaging system. If a problem occurs
and you have a recent backup, you can recover Restoring to a clean hard disk ........................... 136
quickly by restoring the files. Backups guard
against hard disk crashes or loss of data. Backing Restoring over previous data ............................ 137
up is also a good way to retain subscriber
messages and save the system configuration
before updating or making extensive changes.
PROTECTING YOUR DATA 131

Backing up your data
Backing up is a critical part of system The voice messaging system cannot answer
maintenance. Fortunately, the voice mes- any calls or take messages during a backup
saging system includes tools to make it or restore procedure. Forward calls to the
quick and easy. operator, or perform the backup or restore
after hours when call traffic is light.
The Toolkit menus, which appear when you
shut down the voice messaging system, Note The tape backup method is highly
provide backup commands for the voice recommended. It is more reliable than
messaging system. You tell the system backing up to floppy disks, with fewer
where to create the backup (on floppy disks, incidences of lost data.
a tape backup system, or another storage
device), indicate what type of backup to
perform, and insert disks or set up the
storage device. Toolkit backs up the correct
files for the backup type you choose.
A good backup strategy is to alternate
between two sets of backup disks or tapes
for each type of backup. If you do monthly
backups, for example, use one tape for the
first month, the second tape for the second
month, reuse the first tape for the third
month, and so on.
BACKING UP YOUR DATA
Tips
To back up your files
◆ You can only recover what you have
1 Shut down the voice messaging system.
backed up. Backing up the voice messag-
2 From the Toolkit menus, choose a ing system weekly means that in the
backup type. event of a hardware failure, you can
restore the system as it was no more
3 Follow the on-screen instructions.
than one week earlier, including all your
settings. That way, your organization can
resume using the system with minimal
interruption.
◆ If you purchase the Active Voice tape
backup system, you can schedule
automatic backups using the Toolkit
software. Refer to the online instruc-
tions included with Toolkit for more
information.

Choosing what and when to back up
It is a good idea to develop a routine for Here is a recommended schedule for

daily, weekly, and monthly backups. You backing up your data.
can use Toolkit to set up automatic backups,
or you can use another backup software Before and after a system upgrade or
program to manually back up the files. major change
Either way, ensure that you have enough Back up the entire hard disk, if possible,
floppy disks or tape space to handle the or at least the voice mail and message
entire backup. files.
Note If you use another backup software
Daily
program, modify the configuration or batch
To ensure that you have a current
files to include the appropriate voice
backup of voice messages, perform a
messaging system files. Refer to your
daily Messages or Mailbox Database
backup program’s documentation for
backup.
assistance.
Monthly
To maintain a backup of all system
information, perform a monthly All Hard
Disk Files backup.
CHOOSING WHAT AND WHEN TO BACK UP
Different types of backups available through Toolkit menus
Type of backup What this backup type stores Media recommendation

All hard disk files Contains every file on the A 30-hour 330 MB hard disk
computer’s hard disk. This system could require over 100
includes all voice mail files, floppies. A tape backup or other
incoming messages, MS-DOS high-capacity storage device is
operating system files, and highly recommended.
Toolkit.
Voice mail and Includes all voice mail files and This type of backup could
messages incoming messages. require over 100 floppies. A tape
backup or other high-capacity
storage device is highly recom-
mended.
Voice mail only Contains all voice mail files Usually requires between 15–30
(voice mail software, custom- floppy disks.
ized greetings and voice names,
audiotext, and mailbox data-
base). It does not include
incoming messages.
Custom Includes the greetings, voice Usually requires between 15–30
greetings names, audiotext, and mailbox floppy disks.
database.
Messages Includes incoming messages This type of backup typically
and the mailbox database. requires a significant number of
floppy disks. A tape backup or
other high-capacity storage
device is highly recommended.
Mailbox Includes only the mailbox Often fits on one floppy disk.
database database.

Restoring to a clean hard disk
If your hard disk fails and must be reformat-

To restore the voice messaging system
ted, or if you install a new hard disk, you
will need to restore a complete set of files to 1 Reinstall MS-DOS version 6.2.
the new or reformatted hard disk. With a
2 Reinstall the voice messaging system
recent “All hard disk files” or “Voice messag-
software using the installation disks.
ing system” backup, you can quickly restore
the voice messaging system using Toolkit’s 3 Run Toolkit and choose “Restore.”
“Restore” command.
4 Restart the voice messaging system.
Restoring over previous data
If your database has become corrupt or

unusable, you can restore a partial set of
backup files and overwrite the faulty files.
Contact Technical Support before
proceeding.
Warning! Restoring can help you recover
lost data or files, but it can also cause
serious system problems in certain in-
stances. To guarantee that your system
performs properly, contact Technical
Support before proceeding.

C H A P T E R • 10
Using reports
to assess
your system
The voice messaging system provides informa- Creating reports ................................................. 140
tion about your organization’s incoming and
outgoing telephone calls, as well as directory Viewing call activity ............................................ 142
information about subscribers, groups, and
boxes. You can use the information to help Viewing subscriber and group
make decisions about your organization, such directory reports ................................................. 146
as staffing levels, productivity, and
telephone hardware needs. Viewing call traffic summaries ........................... 148
This chapter discusses the types of reports you
Determining the load on ports ......................... 150
can create and gives examples of how you might
use them to assess the current state of your
Viewing text files and previous reports ............ 152
system.
Using Automatic Rep Log Collection ............... 154
USING REPORTS TO ASSESS YOUR SYSTEM 139

Creating reports
Creating a report is a simple task. If you To create a report

choose to view the report on screen, it
appears on a new screen. If you print it, 1 Choose a report name from the Reports
screen.
it prints on the printer connected to your
system. If you choose to copy the report to 2 Choose how you want to view the report
a text file, you can import it into your word data: on-screen, printed, or as a text file.
processor or spreadsheet program to create
styled reports or graphs or to keep an 3 Specify criteria to limit the report
information. Some of the criteria are
ongoing record of call traffic and system
optional, such as choosing a specific
performance.
port for the Busy Ports report, but some
are required. For example, if you are
running a usage report for an individual
subscriber, you need to specify the
subscriber’s name or ID.
CREATING REPORTS
Tips
◆ If you want the system to store call
information for a longer period, you can
change the “Call report aging” setting in
Application Setup>General Settings.
Although the system can store call
information for 365 days, you might
want to set the period to 31 days or
less to conserve disk space.
◆ Depending on the system’s size and call
volume, a report can take several
minutes to create.

Viewing call activity
If you want to see a detailed record of call The REPLOG.TXT file contains a record
activity for the entire system or for an of each call placed to the system. Each
individual subscriber, use the Call Log record is divided into fields of data, sepa-
report. rated by commas. Each call record in the
REPLOG.TXT file is 82 characters long,
The Call Log report gives you a record of
including the commas between data fields
every call the voice messaging system
and two control characters (“Return” and
answers, dials, or transfers. You can build
“Line feed”) ending each record. Text fields
the Call Log for the entire system, or for an
are surrounded by quotation marks;
individual subscriber or system ID. When
numeric fields are not.
you create the report, the system creates an
ASCII text file called REPLOG.TXT, which
you can import into a word-processing,
database, and spreadsheet program to
review in more detail.
VIEWING CALL ACTIVITY
A B C D E F G H I
A Port E Origin
B Date (YY/MM/DD) F Type of call
C Time (HH:MM:SS) G Status of call
D Duration (seconds) H System ID
I Name of subscriber or box

Descriptions of codes found on the Call Log report
Field Description of abbreviated terms

Origin of call A Answered incoming call/Collision
C Continued (call restarted)
D Dialed out
Type of call Owner Call from a subscriber
Guest Call from a guest
Int Box Call for an interview box
Tran Box Call for a transaction box
Msgbox Call for a message box
Public Public call
Xfer op Transfer to operator
Xfer ID Operator ID transfer
Restart Voice messaging software restarted
Shutdown Voice messaging software stopped
<Phone#> Voice messaging system placed a call but
did not contact anyone, or dialed out to
light a message indicator
FAILURE System failure occurred, fail codes in
following three fields
Field Description of abbreviated terms

Status of call Busy Dial out reached a busy tone
Complete Call completed successfully
No answer Dial out resulted in no answer
No connect Dial resulted in no connection
Intercept Dial out resulted in intercept tone
Incomplete Dial out interrupted by local connect
No ID Dial out resulted in answer but no ID
No msg External caller hung up
Error Error during call or ** pressed
Bad ID Caller entered an invalid ID
Bad SC Invalid security code
Locked Caller ID locked out

Viewing subscriber and group directory reports
If you want to see the structure of the Tip To quickly create a current list of
system, its subscribers, system IDs, message subscribers, run the All Extensions report
groups, and numeric directory assistance and copy it to a text file. Then, open the file
information, you will find the report you in a word processing program.
want in the Directory reports section of the
Reports screen.
You can run these directory reports:
• Directory Assistance
• All Subscribers
• All Extensions
• All Message Groups
• All Open Message Groups
• Groups Owned by Individual Subscriber
• Members in a Group
• Individual Subscriber or Guest in All
Groups
VIEWING SUBSCRIBER AND GROUP DIRECTORY REPORTS
Sample directory reports
Subscriber report Group Membership report
Extension report Directory Group List report
Group List report

Viewing call traffic summaries
You can create usage reports for an indi- Note For reports, Day refers to the hours
vidual guest, subscriber, extension ID, or between 6:00 A.M. and 6:00 P.M. and Night
system ID, or for the entire voice messaging refers to the hours between 6:00 P.M. and
system. You can create the report in either a 6:00 A.M.
bar graph or table format.
Tip When you run a usage report on a
Individual report, bar graph format subscriber’s name or personal ID, the report
shows all usage for that mailbox. However,
Shows the percent of each hour that the
to create a report that shows usage for a
person or box was using the voice
subscriber’s message box (calls from
messaging system.
external callers), you must run the report
by extension ID.
System report, bar graph format
Shows the percentage of each hour that
the voice messaging system’s ports were
in use, based on the total available time.
(Each hour consists of 60 minutes
multiplied by the number of available
ports.)
Individual report, table format

Shows the total number of calls by
system port and the number of minutes
the calls lasted.
System report, table format

Shows, for each hour of the day, the
total number of calls answered by each
system port and the total number of
minutes the calls lasted. The report also
includes totals for day, night, and each
24-hour period.
VIEWING CALL TRAFFIC SUMMARIES
Sample usage reports
Bar graph, for an individual subscriber
Table, for the entir

entiree system

Determining the load on ports
If your telephone ports are full or nearly full It also shows the average percentage of time
during peak times, callers may receive a the ports were busy during a specific time
busy signal and calls will not get through. If period. You can run the report for an
you want to determine how often your ports individual port, or for all ports on the
were busy, you can run the Busy Ports system.
report.
DETERMINING THE LOAD ON PORTS
The Busy Ports report

Viewing text files and previous reports
You can use the Previous Report screen to Whenever you create a report, the system
display, copy or print reports you created creates a text file with the report results.
earlier. When you run the report again, the system
creates a new text file with the same name,
replacing the old file.
File names for reports

Report File name
Call Log reports REPLOG.TXT
All Subscribers REPLOG.TXT
Individual Subscriber REPLOG.TXT
BUSYPORT.TXT Busy Port
Directory Assistance DIRASST.TXT
All Subscribers SUBSCRIB.TXT
All Extensions EXTENSIO.TXT
VIEWING TEXT FILES AND PREVIOUS REPORTS
Report File name

All Message Groups GROUPLIS.TXT
All Open Message Groups GROUPLIS.TXT
Groups Owned by Individual Subscriber GROUPLIS.TXT
Members in a Group GROUPLIS.TXT
Individual Subscriber or Guest in All GROUPMEM.TXT
Groups MEMBERSH.TXT
Error Log report ERRLOG.TXT
All Subscribers, Guests and System IDs GRAPH.TXT or TABLE.TXT
Individual Entity GRAPH.TXT or TABLE.TXT
Tip You can also use Previous Report to

view or print any text file without leaving
the voice messaging system console.
Previous Report screen
You can use Previous Repor

Previous Reportt to see the cur
currr ent version of a rrepor
epor
eportt or other text files.

Using Automatic Rep Log Collection
Using a modem connection, Automatic Rep

To download archived Call Log reports
Log Collection allows a central computer to
download archived call log reports from 1 At the C:\ prompt, type GETLOGS.
multiple remote computers. You may want
2 From the Main menu, select “Choose/
to use this utility if you maintain multiple
add/delete sites.”
voice messaging systems from a central
location. 3 Use the SPACEBAR to highlight the sites
from which you would like to download
Note Remote site computers that have
the archived reports. An asterisk will
diagnostic traces turned on may have large
appear to the left of the selected entries.
Call Log reports. Automatic Rep Log Collec-
tion decreases download time by automati- 4 Press ESC to return to the Main menu.
cally filtering diagnostic information from
5 Choose “Set up next gathering” and
Call Log reports before archiving them.
follow the on-screen prompts to down-
load reports immediately, or to schedule
the download for a later date and time.
When dialing begins, sites are dialed
one after the other until the central
computer calls all selected sites. If the
central computer is not able to contact a
site, or if an interruption occurs during
file transfer, the computer retries the site
for a maximum of three times.
6 After gathering the archived reports, run
the antivirus program.
Warning! Since the archived reports are

executable files, a virus from the site
computer could be downloaded to the
central computer when the files are trans-
ferred. Be sure to run the antivirus program
regularly.
USING AUTOMATIC REP LOG COLLECTION
Extracting the archived Call Log reports

To access the Rep Log database
All archived Call Log reports downloaded to
1 At the C:\ prompt, type GETLOGS.
the central computer will follow a naming
convention of RLYYMMDD.EXE, where YY 2 Select “Choose/add/delete sites” from
stands for the last two digits of the year, MM the Main menu.
the month, and DD the day on which the log
archive was downloaded. Each file is
To extract the archived Call Log report file
downloaded to a directory called
C:\GETLOGS\LOGS\SITEID, where SITEID 1 Go to C:\GETLOGS\LOGS\SITEID,
is the ID entered when a site was added to where SITEID is the ID you entered
the Rep Log (Getlogs) database. You can when setting up the sites in the Rep Log
view the site IDs in the database. database.
Since archived call log reports are in a 2 Type RLYYMMDD, where YY stands for
compressed format, you must extract the the last two digits of the year, MM the
files before you can examine the daily call month, and DD the day on which the log
log reports. When daily call log reports are archive was downloaded. For example, if
extracted from the archived Call Log report Automatic Rep Log Collection down-
file, they are named RPTLOGd.m, where “d” loads an archived Call Log report for a
is the day and “m” is the month that the site with ID 2195 on December 16, 1996,
report was created. go to C:\GETLOGS\LOGS\2195, and type
RL961216.EXE.

C H A P T E R • 11
Changing the
system
conversation
This chapter will help you customize the system Overview ............................................................ 158
conversation. Although you do not have to
change the conversation, some features can be Understanding the system conversation ......... 160
more effective if you do. For example, two
organizations may want to share a single system, Identifying the prompt you want to change ... 164
or one organization may want to offer service in
more than one language. Locating voice fields ......................................... 166
Recording the new prompt .............................. 172
Finding and recording

unnumbered prompts ....................................... 173
CHANGING THE SYSTEM CONVERSATION 157

Overview
Changing the conversation involves the 1 Understanding the system

following tasks. The topics in this chapter conversation.
provide detailed information on accom-
plishing these tasks. 2 Finding the number for the prompt
you want to change.
3 Confirming that the new prompt

works in all of the phrases that use it.
4 Locating the appropriate voice field on

the console.
5 Recording the new prompt.
OVERVIEW
Before changing the conversation or

rerecording any prompts, make sure you
have a copy of System Conversation, which
contains lists of all prompts used in the
conversation.

Understanding the system conversation
To maintain the natural flow of your system The phrase name that identifies this part
conversation, it is important to understand of the conversation is:
how the different parts of the conversation
PH_Chk_WouldLikeToCheck
work together before making any changes.
One of the instructions in the phrase tells
the system to check how many messages
Phrases and phrase names
the subscriber has. If there is one new
The system conversation consists of message, the phrase instructs the system to
phrases and prompts. Whenever the system play prompt SLØ5Ø: “Would you like to
reaches a point in the conversation where check it?” If there is more than one new
it must play a recording, that location is message, the phrase instructs the system to
marked with a unique phrase. This phrase play prompt SLØ51: “Would you like to
is a set of instructions that tells the system check them?”
which prompts to play at that point in the
The same prompt may be used at several
conversation. A prompt is the actual
different points in the conversation. In
recording the system plays.
other words, the same prompt may be used
Each phrase has a phrase name. For by more than one phrase. If a prompt is
example, when the system reaches the used in more than one phrase, you should
part of the conversation where it must ask a think about how the prompt is used in each
subscriber if he or she would like to check phrase before rerecording it.
new messages, the subscriber hears:
“Would you like to check [it\them]?”
[PH_Chk_WouldLikeToCheck]
UNDERSTANDING THE SYSTEM CONVERSATION
Prompt sets
A prompt set is a group of prompts relating
to a specific part of the conversation. Each
prompt set is identified by a two-letter
code. Each prompt in the prompt set has its
own number. The complete prompt num-
ber contains the prompt set code followed
by a three-digit number (for example,
HDØØ1).
The prompt disks store prompts in separate
sound files in the appropriate prompt set’s
subdirectory. For example, the first prompt
in the Message Box prompt set is stored on
Prompt Disk 3 as \MB\MBØØ1 (the
subdirectory followed by the complete
prompt number).

Prompt set codes
Prompt Prompt set name Prompt set contents

set code
DR Directory Played when external callers reach automatic or
numeric directory assistance.
DS Delivery Schedules Played when subscribers set message delivery
schedules by phone.
DT Date & Time Played in time stamps and when subscribers use
future message delivery.
ER Error Messages Played when certain system errors occur.
GL Global Played in several parts of the system conversation
(silence, beeps, “on” and “off”).
GR Group Maintain Played when subscribers create change, or delete
message groups.
HD Holding Played when callers hold for an extension (includes
up to 10 music-on-hold prompts).
IN Integration Played to a subscriber who is using an LCD tele-
phone with OAI integration.
MB Message Box Played when external callers reach a subscriber’s
voice mailbox, a transaction box, or an interview
box.
Prompt Prompt set name Prompt set contents

set code
ME Menus Played when subscribers use menu mode.
NM Numbers Played whenever a number is needed (message
announcements, dates, and time stamps).
OP Opening Line Played in the opening if you are updating Replay
Plus of installing a new system and you have not
set up an opening greeting transaction box.
SD Special Delivery Played when subscribers set special delivery
options (urgent, private, return receipt, future
delivery).
SL Sub. Listen Played when subscribers call the system to check
messages.
SM System Manager Not currently used.
SP Subs. Options Played when subscribers change individual setup
options.
SR Sub. Record Played when subscribers leave messages for sub-
scribers, guests, or message groups.
SS Sub. Setup Played for subscribers during first-time enrollment.
SY System Administra- Played when the system manager configures the
tion voice messaging system over the telephone.

Identifying the prompt you want to change
Before you rerecord a prompt, you must

identify the prompt’s complete number.
Identifying a prompt number depends on
how you discovered the change you want to
make.
• If you heard the part of the conversation
you want to change while listening to
the system conversation, you know the
prompt text.
• If you find the part of the conversation
you want to change by reviewing Table 3
(Identifying the prompts associated with
a phrase name) in System Conversation,
you know the phrase name.
IDENTIFYING THE PROMPT YOU WANT TO CHANGE
To identify the prompt if you know the prompt

text
1 Look up the prompt you want to change

using the alphabetical prompt list in
Table 1 (Finding a prompt by its text) in
System Conversation.
2 Remember that the same prompt may
be used in more than one phrase in
the system conversation. Check which
phrases use the prompt. If the prompt
is used in only one phrase, go to step 3.
If the prompt is used in more than one
phrase, look up each phrase in Table 3
(Identifying the prompts associated with
a phrase name) in System Conversation.
Make sure the new prompt you want to
record works in each of these phrases.
3 Write down the complete prompt
number for each prompt you want to
change (for example, DRØØ3), and go
to the next topic.

Locating voice fields
Each system prompt is accessed through Note Voice names, transaction box
a voice field on a console screen. Choose greetings, and interview box questions are
“Voice prompts” from the Screen Menu located on the appropriate Subscribers And
to access the Prompt Sets screen. You can Guests, Call Handling, or Groups screens.
access most prompts from the Prompt The Operator box voice name and greetings
Sets screen. are located in voice fields in Application
Setup>Operator Box.
Select Prompt Set screen
LOCATING VOICE FIELDS
Edit Prompt Set screen
Each pr ompt set has a separate Edit Pr

prompt ompt Set scr
Prompt een
screen
A The “Default Day” and “Night” voice C To view or record a different day or night
fields display the original system prompt for a particular port, choose
prompts that came with your system. “Show.”
The system uses these default prompts
D To move within a multipage prompt set,
on all ports, day and night, unless other
choose a navigation option.
prompts are specifically recorded for a
particular port. The Description boxes Note You can edit descriptions by typing
display the prompt text. over the text in the Description boxes.
However, typing new text in the Description
B When a voice field contains a recording,
boxes does not change the prompt record-
the field displays the duration of the
ing. Similarly, rerecording the prompt does
recording. If a voice field does not
not change the description.
contain a recording, the field displays a
duration of 0:00.

Prompt details
In addition to the “Default Day” and “Night” voice fields,

which apply to all por ts, each por
ports, portt has “Day” and “Night”
voice fields. If you want the system to play special pr ompts for
prompts
a par ticular por
particular t, or to use a dif
port, fer
differ ent pr
ferent ompt for after
prompt -hours
after-hours
calls, you can rrecor
ecor
ecord d pr ompts in that por
prompts t’
t’ss “Day” and “Night”
port’
voice fields. These fields allow you to customize your pr ompts
prompts
for dif fer
differ ent businesses or depar
ferent tments sharing a system, or to
departments
provide pr
provide ompts in several dif
prompts fer
differ ent languages.
ferent
T i p If you want several ports, but not all, to

play the same prompt, copy the prompt to
the voice field for each of those ports.
Prompt priorities
Prompts recorded in a port’s “Day” and
“Night” fields are played according to the
following prioritization schedule.
Prompt priority in day mode Prompt priority in night mode

1st: Port “Day” prompt 1st: Port “Night” prompt
2nd: “Default Day” prompt 2nd: Port “Day” prompt
3rd: “Default Day” prompt
In day mode, the system first looks for a In night mode, the system first looks for a
prompt in a port’s “Day” voice field. If no prompt in a port’s “Night” voice field. If no
prompt is recorded in that voice field, the prompt is recorded in that voice field, the
system plays the prompt recorded in the system looks in the port’s “Day” voice field
“Default Day” voice field. and plays the prompt recorded there. If no
prompt is recorded in the “Day” voice field,
the system plays the prompt recorded in
the “Default Day” voice field.

Notes
• The system plays the default “Night” • A voice field may contain the letters QP,
recording only when nothing is recorded which means the prompt can be used in
in a port’s “Day” and “Night” voice fields. “Quick Play,” a feature that speeds the
When you record prompts in a port’s system’s conversation. On the Voice
“Day” and “Night” fields, the system Prompts screen, only the prompts in
bypasses the default “Night” field. the “Default Day” voice field can be
used in Quick Play.
For example, you might decide to record
prompts in only the Port 1 “Night” and
the Port 2 “Day” voice fields. During day
mode, callers ringing in on Port 1 hear
the “Default Day” prompt because no
prompt is recorded in the Port 1 “Day”
voice field. Callers ringing in on Port 2
hear the Port 2 “Day” prompt. During
night mode, callers ringing in on Port 1
hear the Port 1 “Night” prompt. Callers
ringing in on Port 2 hear the Port 2
“Day” prompt because no prompt is
recorded in the Port 2 “Night” voice
field.
Storing prompts on the computer For example, the first prompt in the Mes-
sage Box prompt set is stored with the file
When a prompt is recorded in a voice field
name MBØØ1 (Message Box prompt set,
other than the “Default Day” field, it keeps
prompt number 1). If you make two new
the same file name as the prompt stored in
recordings for Port 2, the sound files for
the “Default Day” field but uses a different
those Port 2 recordings are named
file name extension. The file name exten-
MBØØ1.A2 for the “Day” field and
sion indicates whether the prompt is played
MBØØ1.P2 for the “Night” field.
in “Day” mode (A for AM) or “Night” mode
(P for PM), along with the number of the Note Prompts stored in the “Default Day”
port (1, 2, 3, and so on) that plays the field do not have a file name extension.
prompt.

Recording the new prompt
Choose the voice field you want to change, For example, the original prompt might
then select the appropriate option on the contain this wording: “Press 1 to hold; press
Edit Voice Recording screen. Record the 2 to leave a message.” Do not rerecord the
new prompt using a local connection. prompt as, “Press 1 to leave a message;
press 2 to hold.” Rerecording the prompt
You should not change the meaning of any
does not change the functions of the 1 and
individual prompt. For example, when you
2 touchtones. Pressing 1 still places a caller
rerecord a prompt, use wording that is
on hold, and pressing 2 still offers the caller
synonymous with the original. Remember:
the option of leaving a message.
you cannot change the meaning of
touchtones or change the design of other
conversational features by rerecording To record a new prompt
prompts.
1 Select a recording option.
2 Choose local connect.
Finding and recording unnumbered prompts
You can access most of the voice fields from You will find a list of the unnumbered
the Prompt Sets screen. The voice messag- prompts in System Conversation.
ing system includes additional prompts
that are stored on other screens. These
To re-record unnumbered prompts
unnumbered prompts have a different type
of MS-DOS file name and are not members 1 Locate the voice field you want to
of any prompt set. change.
2 Rerecord the prompt using a local
connection.
Note Rerecording unnumbered prompts
by copying files to the voice fields is not
recommended.

C H A P T E R • 12
Using the
Hospitality
package
Configuring general Hospitality settings ......... 176 Training hotel staff ............................................. 192
Adapting the default guest settings ................. 177 Offering a hotel information service ................ 194
Configuring wake-up calls ................................. 178 Planning information service menus ................ 196
Managing wake-up calls proactively ................ 179 Setting up transaction boxes for your
information service ............................................ 198
Configuring the hotel guest directory ............. 180
Routing guests to the information service ....... 202
Using Multilingual Guest Conversation ........... 181
Expanding your information service ................ 204
Using Hospitality with your property
management system .......................................... 182 Setting up Help for new callers ........................ 205
Telling hotel guests about the guest Setting up direct call transfers .......................... 206
messaging service .............................................. 184
Working with advertisers ................................... 208
Enrolling hotel guests in the voice
Setting up remote recording of
messaging system .............................................. 186
announcements for a business ......................... 210
Checking hotel guests out of the system ........ 188
Building a multilingual information service ..... 212
Retrieving a guest’s messages .......................... 190
Keeping your information service current ....... 213
Deleting forgotten guest security codes ......... 191
Evaluating your information service ................. 214
USING THE HOSPITALITY PACKAGE 175

Configuring general Hospitality settings
You can structure the guest messaging When deciding which options to offer
service to meet your organization’s needs guests, consider these questions:
by specifying which messaging options are
available for guests. You may want to limit Do you want external callers to be
the options available to keep the messaging offered access to a hotel guest
service simple and to reduce training directory?
requirements. The Hospitality package provides a
voice messaging service for hotel guests
that includes a guest directory. Access to
the directory is controlled by a unique
system ID. Guests can choose whether
they are included. Room numbers are
never given out by the voice messaging
system.
Do you want hotel guests to be able

to schedule their own wake-up calls?
This option allows guests to schedule
and change one-time or daily wake-up
calls via the system conversation.
Do you want to offer hotel guests a

system conversation language choice?
The optional Multilingual Guest Conver-
sation package offers guests a wide
range of language choices.
Adapting the default guest settings
The Hospitality package allows you to How long do you want to store saved
choose the options available to all guests. guest messages?
These options are set on the Default Hotel Guests may save their messages after
Guest Summary screen. Any changes you listening to them. The system will store
make on this screen will affect only new these messages for the length of time
guests. To change the settings for an indi- you specify.
vidual guest, go to the Hotel Guest Sum-
mary screen for that guest’s room and select Do you have a property management
the options you want. The system automati- system (PMS) integration?
cally clears any special options and returns If you have a PMS integration, you may
to the standard settings when the message be able to turn off guest messaging for
box is reset for the next guest. an individual guest from the PMS. When
you turn off guest messaging, the voice
When deciding what options to offer your
messaging system routes the guest’s
guests, consider the following:
calls to the hotel operator.
Do you want guests to set their own Tip You can change the status of a guest
security codes? who needs special attention to that of
This option allows a guest to set a subscriber. Giving subscriber status to a
security code, so that only the guest can guest allows the guest to use the voice
access the message box. This security messaging system in the same manner as
code does not appear on the console, a regular subscriber. When the guest checks
and is not accessible to hotel staff. out, remember to return the room to hotel
guest status.
Do you want guests to record their own
personal greetings?
This option allows a guest to record a
personal greeting for the room exten-
sion. If a guest does not record a per-
sonal greeting, the system plays the
standard greeting.

Configuring wake-up calls
When configuring the Wake-Up Call feature, How many wake-up call retries will the
consider the following: system make?
The number of subsequent retry calls is
Do you want guests to be able to also configurable. Two retries generally
schedule their own wake-up calls? is an acceptable number.
If so, select “Wake-Up Call feature on.”
Where should unanswered final retry
How long should the system wait wake-up call notifications be sent?
between an unanswered wake-up call Determine the system ID of the message
and a retry? box that will receive unanswered wake-
If a guest does not answer the initial up call notification. This message box
wake-up call, the system can automati- should be dedicated solely to wake-up
cally post a subsequent wake-up call for call notification, and set to notify via
some time in the future. The time delay pager. Each message to this box will be
between the initial wake-up call and the designated “urgent.” The dedicated
subsequent retry is configurable. Ten pager for this box can then be assigned
minutes generally gives guests an to a hotel staff member for prompt
acceptable amount of time to answer a investigation. Unanswered wake-up calls
second call. If the interval is too long, can alert hotel staff to a guest’s possible
guests may have insufficient time to need for assistance.
meet their desired schedule. If the
interval is too short, wake-up calls may
be missed if the guest is in another room
of the suite or is otherwise unable to
take a call.
Managing wake-up calls proactively
There may be times when demand for Wake-Up Call Failures

wake-up calls is extremely high, such as This report assists the system adminis-
during a large convention. During these trator in maximizing guest satisfaction
times of peak demand, it is very important with the wake-up call service. It lists
to proactively monitor system activity to wake-up calls that:
ensure that guests are receiving the wake-
• Were scheduled more than 10
up call service they need.
minutes prior to a guest’s requested
Three reports are provided for management time. A manual wake-up call can be
of wake-up calls. These reports help you considered if this situation arises.
during troubleshooting and to maximize
• Went unanswered after the maximum
guest satisfaction with the wake-up call
number of retries. This condition
service.
also generates an urgent message
to the designated pager number for
Pending Wake-Up Calls
immediate action.
This report lists all pending wake-up
calls in the system queue. It helps the • Expired before they could be made.
system administrator manage wake-up A wake-up call will expire if it cannot
calls and track system utilization. It can be made within 10 minutes after its
also be used to schedule alternative scheduled time. This report is the
wake-up call service if the system is only notification for expired wake-up
unavailable. Always run this report calls.
before the system is brought down
for maintenance.
To maximize your system performance
Wake-Up Call log 1 If you want to record a custom wake-up
This report lists all attempted wake-up call greeting, keep it short to maximize
call dialouts. It can be used as a trouble- your system performance. The length of
shooting tool to check when a wake-up the wake-up call greeting affects the
call was made. When tracked over time, number of wake-up calls that the system
wake-up call usage patterns can be can make per hour.
established and monitored.
2 The maximum number of wake-up calls
that the system can make per hour also
depends on the number of dial-capable
ports available on your voice messaging
system. Wake-up calls are sent out only
on ports configured as “Answer/Dial
out,” “Dial out only,” “Answer/Message,”
and “Message only.” Plan on three calls
per minute per dial-capable port.

Configuring the hotel guest directory
The Hospitality package provides a voice How do you want the system to obtain
messaging service for hotel guests that spelled guest names?
includes a hotel guest directory. There are A spelled guest name is required for a
several options that you can set on the guest to be included in the guest direc-
Hospitality Settings screen. tory. The guest may enter the name
during enrollment, or the hotel staff
When configuring the guest directory,
can enter the guest’s name at the con-
consider the following:
sole. If your hotel has an integrated PMS
system, the PMS may automatically send
Do you want to use the hotel guest
guest names to the guest directory.
directory?
The guest directory system ID must be
Do you want external callers to be
set to activate the guest directory. New
transferred directly to a guest’s
systems will ship with a default system
telephone if only one match is found?
ID for the guest directory. If your site
The hotel guest directory conversation
decides not to use the guest directory,
asks external callers to identify the guest
removing the system ID will turn it off.
they are trying to reach by entering the
If the hotel guest directory will be used, first few letters of the guest’s last name.
the opening greeting must be set up to You may choose to allow direct transfers
provide caller access via the guest without confirmation if the system finds
directory system ID. This ID can be only one matching guest name in the
included in a one-key dialing menu, directory, or you can require that outside
if desired. callers confirm all selections of guest
names.
Guest directory inclusion preference is
set by each guest through the guest
enrollment conversation. The directory
status of each guest can be viewed at the
console. The default setting is “Not
included.”
Using Multilingual Guest Conversation
If you have the optional Multilingual Guest On the Hospitality Settings screen, you can
Conversation package, one or more addi- set these Multilingual Guest Conversation
tional languages are installed on your options:
system. This option allows hotel guests,
• Select “Allow language choice” to have
and their external callers, to hear the system
the system offer new guests the option of
conversation in the guest’s language choice
selecting a language, and current guests
while in the guest’s message box. The first
the option of changing their language
time guests dial the voice messaging
choice.
system, the system asks them to choose
a language. It offers the default system • Select “Callers hear guest language
language first, then presents the other choice” if you want the language of the
language choices in the order they were system prompts heard by outside callers
installed. A guest’s language choice remains to match the guest’s language choice,
in effect until the guest either changes it or while in the guest’s message box.
checks out.
Changing these settings after installation
does not alter guest language choices
currently in effect. Turning off “Allow
language choice” prevents guests from
making changes to language choices they
made.

Using Hospitality with your property
management system
If Hospitality is integrated with your prop- Automatic security code assignment

erty management system (PMS), you may If you choose to use automatic security
have special options available in your guest code assignment, select “Automatic
messaging service. Because special options security code assignment” on the
vary depending on the brand and version of Hospitality Settings screen. The system
your PMS, determine if your PMS supports: will then assign the first few letters
(usually four) of a guest’s last name as
Automatic guest messaging setup at the security code. Staff should encourage
check-in and checkout guests to change this security code,
When a hotel guest is checked in on the however. Be sure “Allow security codes”
PMS, the PMS integration automatically is selected on the Default Hotel Guest
adds the room extension to the voice Summary screen so that guests can
messaging system. You do not need to change their security codes.
add room extensions by range on the
The PMS integration can automatically
assign security codes to hotel guests.
When a guest is checked out on the PMS, The security code is usually the first four
the PMS integration automatically saves letters of the guest’s last name.
any unheard messages to a special
message box and removes that room Guest messaging disable
extension from the system. When a new You may be able to turn off guest
guest checks into the same room, the messaging for an individual guest
PMS integration creates a new voice through the PMS. When guest messaging
mailbox for that guest. is disabled, the voice messaging system
routes the guest’s calls to the hotel
operator.
USING HOSPITALITY WITH YOUR PROPERTY MANAGEMENT SYSTEM
Mailbox merge and room change Restore room

If a hotel guest checks out of one room The PMS integration allows hotel staff
and moves into a vacant room, the PMS to undo a checkout and check the guest
integration can record the move and back into the same room. If a guest is
transfer the guest’s messages to the new accidentally checked out, or if a guest
room’s voice mailbox. If the guest moves needs to check back into the hotel on
into a room already occupied by another the same day that the checkout was
guest, the PMS integration can merge the recorded on the PMS, the PMS integra-
mailboxes by moving messages from the tion restores any unheard messages and
old room’s box to the occupied room’s the guest’s personal settings, including
box; the guests will share this mailbox. the security code, personal greeting, and
language choice. Restore room is
Mailbox modification available only if the guest checks
Hotel staff can change a guest’s name or back into the same room.
security code from the PMS.
Text message notification
Message notification at checkout Guests receive a voice mail message
When a guest checks out, hotel staff can notifying them that they have written
check the PMS to make sure the guest messages or packages waiting at the
has received all messages. front desk.

Telling hotel guests about the guest
messaging service
When guests check in, hotel staff should Guests should receive information about:
give them some basic information about the
guest messaging service and its available Hotel guest directory
options, so that they will feel comfortable Guests can be included in the guest
with the service right away and make fewer directory by recording their name during
calls for assistance. Each hotel room should the enrollment conversation. Depending
contain a table tent card that tells guests on the PMS integration, guests may also
how to save, delete, or repeat a message. need to spell their name.
When guests make their first call to the
Wake-up calls
voice messaging system to retrieve mes-
Guests can schedule their own daily or
sages, the guest conversation explains the
one-time wake-up calls.
available options and how to use them.
Language choice
If you have the Multilingual Guest
Conversation package, guests can hear
the guest messaging conversation in the
language of their choice.
Personal greeting option

Guests can record a personal greeting
for callers.
TELLING HOTEL GUESTS ABOUT THE GUEST MESSAGING SERVICE
Security code option

Guests can set a security code so that no
one else can access their mailboxes. If
you have a PMS integration, you may
have automatic security code assign-
ment. Hotel staff should encourage
guests to change their system-assigned
security code.
Message retrieval
Guests can retrieve messages by calling
the voice messaging system and enter-
ing a personal ID. If you allow guests to
set security codes, they must also enter
the code. Depending on the capabilities
of your telephone system, guests may
also retrieve messages by pressing a
speed-dial key. Guests can also call the
front desk or hotel operator, who can
transfer them to their mailbox.
Text messaging
If you have a PMS integration, hotel
guests may be able to receive a voice
mail message when they have messages
or packages at the front desk.

Enrolling hotel guests in the voice
messaging system
Once Hospitality is installed and guest How the system creates a guest
room extensions are added to your system, personal ID
you do not need to enroll individual guests
when they check into your hotel. The A B C
system creates a mailbox and a personal ID
for each guest room extension. The room 8 638 8638
extension, its mailbox, and the personal ID
are immediately ready for use by a hotel
guest. A Default guest ID
The default guest ID is set on the Default
The personal ID is assigned to the room
Hotel Guest screen. If you change the
extension, rather than to an individual
default guest ID, verify that the new ID
guest. When guests call the voice messaging
does not conflict with any others on the
system, the system uses the personal ID to
system.
identify the guest’s mailbox. You do not
need to create a personal ID for each new
B Guest room extension
hotel guest.
Guest room extensions are entered into
the system at the time of installation.
C Guest personal ID
The guest personal ID consists of the
default guest ID followed by the guest
room extension. It is displayed on the
Hotel Guest Summary screen.
See also
Using system IDs ........................................ 32
Defining users ............................................ 36
ENROLLING HOTEL GUESTS IN THE VOICE MESSAGING SYSTEM
Guest name field

The “Name” field on the Hotel Guest
Summary screen contains either the guest
room number or a numeric representation
of the guest’s name. If you have a PMS
integration, the PMS may supply spelled
guest names.
Tip Using room numbers as the extension
numbers will simplify use of the guest
messaging service for both hotel staff and
guests. Doing this allows each Hotel Guest
Summary screen, which displays a guest
room extension and its mailbox, to corre-
spond to a guest room number.

Checking hotel guests out of the system
Checking guests out of the guest messaging The guest’s unheard messages are stored
service is easy. Staff simply reset the room’s for the number of days specified in “Store
mailbox when a guest checks out of the checked-out guest messages” on the
hotel. Once the mailbox has been reset, the Hospitality Settings screen.
guest messaging service is immediately
The reset code is displayed on the Hospital-
available to the next guest. When a mailbox
ity Settings screen. Instructions for using the
is reset, the system clears any special
code and resetting a message box are in the
options set by the previous guest (for
Front Desk Card.
example, a security code, personal
greeting, or language choice).
The system also creates a message storage
box for any unheard messages. The exten-
sion ID and personal ID for the storage box
are the same as the original extension ID
and personal ID, except that they are
preceded by an asterisk (*) and end with the
day the message box was reset (typically
checkout day).
Message box Message storage box

Extension ID 712 *71203 (the guest checked
out on the third day of
the month)
Personal ID 8712 *871203
CHECKING HOTEL GUESTS OUT OF THE SYSTEM
If you have a PMS integration Tips

A PMS integration adds additional capabili- ◆ If you do not have PMS integration but
ties to your guest messaging service: want to check a guest back into the same
room after resetting the room’s mailbox,
Automatic check-in and checkout you can restore the guest’s mailbox
When a guest is checked out on the settings on the console. Delete the room
property management system, the PMS from the system, then change the
integration automatically resets the personal ID and extension ID in the
room’s mailbox. Hotel staff do not need guest’s mailbox to the room’s original
to reset the mailbox. IDs. This restores the room as well as
the guest’s personal settings.
Mailbox merge and room change
◆ Your site may find it easiest to have
If a guest decides to change rooms,
housekeeping staff reset guests’
the PMS integration can automatically
mailboxes.
transfer a guest’s messages to the new
room’s mailbox. If a guest moves into
a room already occupied by another
guest, the PMS integration can merge
the two mailboxes.
Restore room
Hotel staff can undo a checkout if a guest
wants to check back into the same room
or if the guest was accidentally checked
out. As long as staff restore the room on
the same day the checkout was recorded
on the PMS, the PMS integration restores
unheard messages along with any
options the guest selected.
Message notification at checkout

When a guest checks out, hotel staff can
check the PMS to make sure the guest
has received all messages.

Retrieving a guest’s messages
Guests can retrieve messages from their When guests call from outside the hotel,
hotel rooms at any time by calling the voice the front desk or hotel operator can transfer
messaging system. Your telephone system them to their mailboxes. Hotel staff can also
may also support additional options for retrieve unheard messages for checked-out
guest message retrieval. guests. Instructions for transferring guests
to their message box and retrieving mes-
sages after checkout are on the Front Desk
Card.
If the telephone system supports Guests can

Easy message access Press one button on their room tele-
phone to retrieve new messages
Message-waiting indication Determine whether they have messages
without calling into the guest messaging
service
Deleting forgotten guest security codes
Hotel guests may occasionally forget their

personal security codes. When this happens,
go to the Hotel Guest Summary screen and
choose the “Delete” button. Select “Security
code,” then press DELETE.
You cannot see a guest’s security code on
the console nor access it from anywhere in
the system. After you delete the security
code, the guest can call the voice messaging
system and enter a new security code.

Training hotel staff
Hotel staff should know enough about the Retrieving messages for a checked-out
guest messaging service to accomplish their guest
assigned tasks easily and efficiently. They The staff should know that a guest’s
need to know how to perform the following unheard messages are stored when the
tasks: guest checks out and that the mailbox is
reset. Instructions for retrieving a guest’s
Explaining the messaging service to messages after checkout are on the Front
guests Desk Card.
Staff members should understand the
guest messaging service well enough to Resetting hotel guest mailboxes
explain clearly how it works. They also When a guest checks out, a hotel staff
need to explain any options you decide member must reset the room’s mailbox
to make available to guests, such as in order to make it available to the next
security codes, personal greetings, guest. Instructions are on the Front Desk
and language choice. Card.
Transferring guests to their mailboxes

Front desk staff should know how to
transfer guests to their mailboxes.
Instructions are on the Front Desk Card.
See also
Using Hospitality with your
property management system ................ 182
TRAINING HOTEL STAFF
Overview If you have a PMS integration, staff may

need additional training on:
To help staff members understand how the
guest messaging service works, you may • Automatic check-in and checkout.
want to lead them through this training
• Automatic security code assignment.
exercise:
• Mailbox merge and room change.
1 Select a guest room extension that you
• Restore room.
can use for practice.
• Guest messaging disable.
2 Have a staff member pose as a hotel
Staff may also want to obtain a current list of
guest and practice the tasks associated
all hotel guests. The Hotel Guests report can
with the guest enrollment conversation.
be created at any time, and either printed or
viewed at the console.
3 Have another staff member call the
practice extension and leave a message.
4 Have the “guest” call the front desk,

and a staff member transfer the “guest”
to the mailbox.
The “guest” should save the practice
message after reviewing it.
5 Have the “guest” check out.

Before resetting the mailbox, staff
members should ask if the “guest” has
checked for any new messages.
6 After checkout, have the “guest” call in

and ask for messages.
Another staff member can practice
transferring the checked-out guest to the
message storage box.

Offering a hotel information service
A hotel information service can meet a A hotel information service is one way to
variety of needs, and you can easily adjust use the transaction boxes of your voice
it as your needs change. You may want to messaging system. Transaction boxes
provide information about hotel services, are versatile and have many possible
entertainment and dining, or transportation. applications.
You can also work with businesses that may
Every menu or announcement in the
want to place advertisements on your
information service is contained in a
service.
transaction box. You record the menu or
A hotel information service uses linked announcement in the transaction box’s Day
transaction boxes to offer announcements greeting, then set up the next set of links.
and other information to hotel guests. The When adding new menus or one-key
service begins with a main menu that offers dialing choices to your service, be sure to
one-key dialing choices. Each choice verify that the links lead the caller to the
branches to an announcement or to a menu appropriate place. After an announcement,
containing additional one-key dialing you may simply want the system to discon-
choices. Using this basic structure, you can nect the caller.
make your service as simple or as sophisti-
cated as you wish.
See also
Using system IDs ........................................ 32
Building the system with transaction
boxes ........................................................... 38
Routing callers quickly with one-key
dialing ......................................................... 52
Expanding your system with transaction
boxes ......................................................... 119
OFFERING A HOTEL INFORMATION SERVICE
A “Welcome to the Inn’s Info Line. For general information on

the hotel, enter 1. For other information, enter 2.”
1 2
“For information on hotel services, “For directions to destinations in the B

enter 1. To find out how to get city, enter 1. For transportation
somewhere in the hotel, enter 2. For options, enter 2.”
information on schedules…”
1 2
“For directions to the airport, enter 1. “To get a taxi, enter 1. For schedule
For directions to the shopping mall, and route information from FastTran,
enter 2.” enter 2.”
1 2 1 2
C “To get to the “To get to the Direct dial to Direct dial to D
airport…” shopping Red Taxi the FastTran
mall…” information line
A The Main menu introduces the hotel C Announcements provide information to

information service and tells callers how callers. After an announcement, you can
to access the information they want. give callers the option of returning to the
Main menu, or you can have the system
B Each submenu provides a list of addi-
say good-bye and disconnect.
tional choices. Be sure to tell callers
which number to press for each choice. D In an announcement, you can give
callers the option of dialing a business
directly from the information service.

Planning information service menus
The first step in setting up an information Once you have a list of topics and possible
service is planning how you want to use the submenus, the following guidelines can
service and what kind of announcements help shape your ideas into an effective,
you want to offer. As you plan your informa- easy-to-use information service.
tion service, you may want to consider the
following approach: Keep the menus simple
Each menu should provide a short
1 Write down a complete list of topics introduction, followed by a list of
that might be of interest to hotel available choices. The main menu
guests. should introduce the information
service and provide a brief explanation
2 List the questions most frequently asked of the available information. Each
by your hotel guests. submenu introduction should explain
Consider making the answers to these the category covered by that submenu.
questions topics in the information Any menu can offer either a list of
service. announcement choices or a list of
submenus. Remember that keeping
3 Organize the topics into categories that menus short and simple makes it easy
you can use as submenus. for hotel guests to move through the
Topics within each category can be system on their first try.
developed into announcements.
PLANNING INFORMATION SERVICE MENUS
Divide menu choices into easy-to-hear Provide direct access to the operator
units It is a good idea to provide callers with
Make the choices that you offer easy one-key access to the hotel operator at
to understand over the telephone. In all times. Consider reserving the 0 (zero)
general, each menu should contain no for a direct transfer to the hotel operator.
more than three or four choices. If you
find that one category contains more, Write a script
group some of the choices together on a Write a brief script for each menu and
separate submenu. For example, rather practice saying the words out loud.
than offering 12 choices under a heading Check that the wording is clear and
called Entertainment, group the indi- concise. Remember that hotel guests
vidual choices under submenus such as hear instructions, rather than read them.
Family Activities, Night Life, and Tourist When listening to menu choices, callers
Attractions. find it easier to hear the option first, then
the number selection (for example, “For
Plan for a hotel guest’s errors hotel services, press 1”).
If you use one-key dialing, decide how
to handle callers who fail to press a digit,
or who press one that is not in your list
of choices. To make your service more
user-friendly, you may want to route
such callers to the hotel concierge for
personal assistance.

Setting up transaction boxes for your
information service
Once you plan your Main menu, submenus, Transaction box name
and announcements, you are ready to set
You may want to start all transaction box
up the transaction boxes for your informa-
names with the same two or three letters, so
tion service. You will set up a transaction
they appear one after the other in the “Select
box for the Main menu, each submenu, and
transaction box” list.
each announcement. Each transaction box
must have a name, an owner, a schedule,
and a system ID. Transaction box schedule
You can use any of the voice messaging
Transaction box owner system’s four schedules for the information
service’s transaction boxes. Keep in mind
The system manager often owns the infor-
the following considerations when deciding
mation service’s transaction boxes, but any
which schedule to use:
subscriber can own them. Remember these
details when deciding ownership: • If you do not assign a schedule number
to the transaction box, the box will
• If you delete a subscriber from the voice
follow the schedule assigned to the
messaging system, you also delete all
voice messaging port that takes the call.
transaction boxes owned by that sub-
scriber. To avoid accidentally deleting • To ensure 24-hour availability, use
transaction boxes, assign them to a Schedule 4.
virtual owner, such as “Information
Service.”
• The box owner receives any messages
recorded in the transaction box. (Keep
this in mind if you select the “Take
message” option in “Action after
greeting.”)
SETTING UP TRANSACTION BOXES FOR YOUR INFORMATION SERVICE
System IDs Hide your information service

transaction boxes
Use the following guidelines to plan the
As a general rule, start each system ID
system IDs for the information service.
with a dollar sign ($) (for example,
$M200), so that it cannot be dialed from
Reserve a range of system ID numbers
a telephone. This prevents callers from
for the hotel’s exclusive use
accidentally dialing individual transac-
You want to avoid duplicating system ID
tion boxes.
numbers but also allow for the addition
of future transaction boxes. This also
Allow for growth in the system
makes it easier to organize your boxes
You may want to leave gaps in your
and to distinguish them from other
numbering scheme so you can add
transaction boxes.
transaction boxes at a later date. For
example, instead of numbering a
Include a unique letter in each system ID
submenu set with system IDs $M110,
The letter identifies the transaction box
$M111, $M112, and $M113, you may
as one that is part of the information
want to use $M110, $M120, $M130, and
service (for example, you may want to
$M140. This allows you to add new
begin each system ID with M for Menus).
submenus at the same level and still
keep a consistent numbering scheme.

Setting up the system IDs, greetings and one-key dialing for the menu and
submenu transaction boxes
Main menu
A
System ID: $M100
B “Welcome to the Inn’s Info Line. For

general information on the hotel, press 1.
For other information, press…”
One-key dialing
C
1 $M200 6
2 $M300 7
3 8
4 9
5 00
Hotel information submenu Other information submenu

System ID: $M200 System ID: $M300
“For information on hotel services, enter “For directions to destinations in the city,
1. To find out how to get somewhere in the enter 1. For transportation options,
hotel, enter 2. For information on enter 2.”
schedules…”
One-key dialing One-key dialing
1 $M210 6 1 $M310 6
2 $M220 7 2 $M320 7
3 $M230 8 3 8
4 9 4 9 $M100
5 00 5 00
A Use a dollar sign ($) to keep the system

IDs in your information service hidden.
You can make the system ID for the Main
menu transaction box a number that can
be dialed if you want to allow callers to
dial the service directly.
B The greeting for each menu should let
callers know where they are and tell
them how to access the information
they want.
C Use one-key dialing menus to route
callers to submenus or to announce-
ments. Confirm that all of your one-key
dialing menus are set up correctly.

Routing guests to the information service
The Main menu is the gateway to the

information service. The Main menu gives
callers the categories of information avail-
able and identifies numbers for reaching
the information. You have several methods
available for routing guests to the Main
menu.
To route guests using this method Do this

Guests automatically hear the Main menu In the Hospitality Settings screen, type
after checking for messages. the system ID for the Main menu in “After
message retrieval, route to ID.”
After checking for messages, guests are Set up a transaction box with a greeting
offered the option of pressing a digit to that prompts guests to press a digit if they
access the information service. want to access the information service. In
the one-key dialing field for that digit,
type the system ID for the Main menu.
And on the Hospitality Settings screen,
type the system ID for this transaction
box in “After message retrieval, route
to ID.”
Guests can dial the information service at Give the Main menu a system ID that
any time they want, without first having to functions like any other hotel extension.
check for messages. Guests dial different numbers to reach
the information service and to retrieve
messages. Be sure to tell guests the
number of the information service as
well as the number of the voice messag-
ing system.
ROUTING GUESTS TO THE INFORMATION SERVICE
Depending on your telephone system’s

capabilities, you may be able to set up other
ways for guests to reach the information
service’s Main menu. Two common alterna-
tives include speed-dial keys or a separate
telephone number.
Speed-dial keys
Many guest room telephones have one
or more programmable buttons that can
be set up to allow hotel guests to reach
the information service by pressing a
single button. This can be set up using
transaction box access or port-based
access.
Separate telephone number

Hotel guests dial a particular number to
reach the service. With this option, the
information service must be set up with
port-specific access.

Expanding your information service
As you develop relationships with advertis- Note If you increase the size of your
ers or want to add additional options for information service, be sure to confirm that
hotel guests, you can add this functionality your voice messaging system has enough
at any time: available recording time to accommodate
the growth.
• Help for callers
• Special call routing
• Online interviews, using the voice
messaging system’s interview box
• Remotely controlled announcements
• Multilingual announcements
See also
Collecting information with
interview boxes ........................................... 68
Setting up Help for new callers
Most hotel guests find it easy to use an Use simple language for explanations
information service. You may want to Do not confuse callers (particularly
provide a Help option in your service to guests from other countries) by using
provide callers with guidance on what the jargon or unusual words.
service is and how to use it. A Help option
is simply a special set of submenus in your Allow callers to go directly to the hotel
service that callers can easily reach from operator
many places in the service. Set up each Help From a Help option, you can give
component in its own transaction box. callers the ability to directly dial the
hotel operator. This option is worthwhile
Here are a few recommendations for setting
for callers who cannot find the needed
up a Help option.
information or who are simply not
comfortable using the system. In the
Make it accessible from the Main menu
transaction box where the Help text is
A caller who is unfamiliar with informa-
recorded, use a one-key dialing option
tion services needs guidance right away.
for direct access. Typically, the 0 (zero) is
used for routing callers to the operator.
Make it accessible with the same digit
Offer the same one-key dialing digit to
Provide a route back to the Main menu
reach the Help menu from many other
In the transaction box where the Help
points in your information service. For
text is recorded, use a one-key dialing
example, you could use “5” to reach
option to route callers back to the Main
Help from any menu or announcement.
menu. Enter the Main menu’s system ID
in the one-key dialing menu.
Provide basic information on the
service’s purpose and use
For example: “This information service
is provided to make your stay more
pleasant. In it, you may obtain informa-
tion on the hotel and nearby amenities.
You may press the number keys on your
telephone at any time to make a selec-
tion. To reach the hotel operator, press
zero at any time. To return to the begin-
ning, press 1.”

Setting up direct call transfers
A basic hotel information service contains Notes

menus that you set up to route callers to
• If the voice messaging system sends a
submenus and announcements. As you
call to an outside number on a release
expand your service, you may want to
transfer and the number does not
transfer callers who select certain menu
answer, the call terminates. The caller
options to an internal extension or to an
is not returned to the hotel information
outside telephone number.
service.
Internal call routing • The direct-dial option depends on
Callers are transferred to another certain capabilities of the telephone
hotel extension (for example, to the system. Keep in mind that the hotel is
concierge). responsible for any long-distance tolls
for calls transferred to an outside
Direct-dial option number with direct-dial.
Callers are transferred to an outside
number, such as an advertiser’s
business.
SETTING UP DIRECT CALL TRANSFERS
To set up direct call transfers
1 Create a new transaction box. It will be 4 Select the transfer type. For outside calls,
used to transfer callers to an internal select “Release.”
extension or to an outside telephone
5 In the “Intro for transfer” voice field,
number.
record a greeting that informs callers
2 On the new transaction box’s Call their call is being transferred.
Transfer screen, select both the “Day”
6 Go to the transaction boxes containing
and “Night” transfer options.
the submenus or announcements in
3 Type the destination number, either a which you want to offer the direct call
hotel extension or an outside telephone transfer. In the appropriate one-key
number, in “Transfer to.” If an outside dialing edit box, type the newly created
dial access prefix is required but is not transaction box’s system ID.
set up on the Telephone System Setup
screen, be sure to include it in the
number.

Working with advertisers
You can incorporate advertisements and Typical service categories

service announcements for local businesses
into your hotel information service. These • Complete service sponsorship
announcements can provide valuable One business is the information service’s
information to out-of-town hotel guests primary advertiser and is featured in the
while also generating income for your hotel. Main menu, which all callers hear.
A 24-hour information service is an effective
• Branch sponsorship
way for advertisers to reach tourists and
A business sponsors a branch of the
business travelers staying at your hotel.
service to target a particular audience.
Sponsorship categories allow businesses to
For example, a ski shop might sponsor a
choose the level of visibility they want on
submenu for ski conditions, transporta-
your information service. You can also use
tion, and equipment.
sponsorship categories to structure your
advertisement fee schedule.
• Service announcement with direct-dial
A business sponsors an announcement
offering callers the option of directly
dialing the business.
• Service announcement
A business sponsors one or more
announcements in the service.
WORKING WITH ADVERTISERS
Getting your information service started Will you enroll advertisers on your voice
messaging system?
Before contacting businesses about adver-
If you want to send advertisers voice
tising on your information service, decide
mail messages on a regular basis, you
which sponsorship options you want to
can enroll them as guests of the system
offer and how you want to work with the
manager or advertising manager.
businesses:
Advertisers who remotely record their
own announcements must be enrolled
Which announcement methods will you
as regular subscribers so that they can
offer?
own the transaction box containing their
Businesses can provide a written script
announcement.
that you record in the appropriate
transaction box, or they can remotely Note Advertisers you enroll as subscribers
record and maintain their own an- on your system become members of the “All
nouncements. Subscribers” message group. If you choose
not to remove advertisers from the “All
What kind of rate schedule will you use? Subscribers” message group, caution hotel
You can charge different rates for staff to avoid using this group to send
different levels of sponsorship. You can companywide messages intended for
also base your rates on the length or employees only.
type of announcement, or on how many
callers hear the announcement.

Setting up remote recording of announcements
for a business
You may want to allow a business to record The system is now ready for the business to
and maintain its own announcements on call in to record its announcement. Be sure
the information service. To set up a busi- to go over the following items:
ness for remote control of announcements,
• Advise the subscriber to create a security
set up a transaction box for the announce-
code.
ment, then follow these steps:
• Provide training on how to dial in and
1 Enroll the business, or an individual from record the announcement. You may want
the business, as a regular subscriber on to have the business subscriber practice
the voice messaging system. dialing the system and recording a
sentence or two.
2 Select the access options.
• Assist the business in writing the actual
To ensure proper access to the system
script. Provide a blank worksheet with
and to maintain security, provide the
recording tips and instructions
appropriate class of service to the
for recording remote-control
business subscribers. On the Subscribers
announcements.
and Guests Access Options screen, turn
on the following options: • Clarify ownership. Stress that the
announcement belongs to the business.
• “1 for Yes, 2 for No conversation”
Its content and maintenance are entirely
• “Enroll when calling for the first up to the business subscriber.
time”
• “Explicit receipts as requested”
• “Greeting changes allowed”
Turn off these options:
• “Sending options by spelled name”
• “Subscriber messaging allowed”
• “Message review allowed”
• “Receives public messages”
SETTING UP REMOTE RECORDING OF ANNOUNCEMENTS FOR A BUSINESS
Worksheet for advertisers: Remote control announcement

Sponsor identification Instructions for remote control
Sponsor name: 1 Dial the information service at
telephone number:
Box ID:
Box name:
2 Enter your personal ID:
Enter your security code:

Tips for announcements
◆ Write concisely.
3 When the system asks if you want to
◆ Use complete information.
leave any messages, enter 1 for Yes.
◆ Speak clearly. Then, enter the first three digits of the
transaction box’s name:
◆ Record in a quiet area.
◆ Avoid lengthy pauses.
4 Answer the questions to record the
◆ Provide a telephone number for more
standard day and night greetings, or to
information.
record an alternate greeting, or to switch
between the standard and alternate
greetings. The system records your
announcement and deletes the old one.
5 To indicate you are finished recording,
press ✳.
6 If desired, you may review the
announcement and, if needed, rerecord
it. Follow the instructions provided by
the system.
Maintenance
Date tested: Update frequency:

Building a multilingual information service
If your hotel has many guests who speak Tip If you have the same menus and
another language, you may want to offer the announcements in each of the service’s
information service in multiple languages. languages, set up your transaction box
You can create a multilingual information names and system ID numbers so you can
service by building parallel menus and easily determine which boxes are dupli-
announcements, with each branch of the cated in other languages. Remember that
service in a different language. a change in one language’s menus or
announcements may require a correspond-
The first transaction box in a multilingual
ing change in the other branches of your
information service should briefly intro-
multilingual information service.
duce the service and offer guests a language
choice. Each language choice corresponds
to a one-key dialing option that routes
callers to the appropriate branch of the
service. When guests select a language, they
hear the Main menu in the language of their
choice.
Keeping your information service current
Keeping your information service Encourage advertisers to keep their

announcements current is key to building announcements current. You can remind
guests’ interest in the service. Make sure advertisers that their announcements will
that the staff member responsible for attract new customers only if they contain
maintaining an announcement rerecords it up-to-date information. Businesses may
when the information becomes inaccurate find it easier to record and maintain their
or outdated. own announcements remotely rather than
sending updated scripts to you.
For example, your hotel restaurant might
provide an announcement listing weekly
specials. The restaurant manager should be
responsible for this announcement’s
transaction box and record a new menu
each week. The manager, as well as other
transaction box owners, can record new
announcements over the telephone.

Evaluating your information service
Periodically, you may want to evaluate

how hotel guests are using your informa-
tion service so that you can adjust the
service if necessary.
To measure how many guests use each To measure call activity

announcement
Create a Call log. This report can help you
Create a Usage report for each transaction evaluate the total call activity in and out of
box you want to evaluate. If few guests the voice messaging system.
reach an announcement or a branch of your
service, you may want to reevaluate the
usefulness of the information. If the menus
seem confusing, you might also try reword-
ing the recordings.
See also
creating reports ......................................... 140
viewing call activity .................................. 142
viewing call traffic summaries ................. 148
C H A P T E R • 13
Using the
optional Active
Fax package
Active FaxTM adds two components to your voice Building expanded fax library menus
messaging system: fax-on-demand and fax mail. using transaction boxes ..................................... 224
Adding documents to the fax library ................ 226

Fax-on-demand
This feature allows callers to select documents Creating a fax catalog ........................................ 228
from a fax library and have the documents faxed
directly to them. Subscribers can also use the fax Changing the fax library menu ......................... 230
library to send documents to customers and
business contacts. Creating a custom fax-on-demand
cover sheet ......................................................... 232
Fax mail
Customizing personal fax mail for individual
This feature allows subscribers to receive subscribers .......................................................... 234
personal fax mail. Fax messages are stored and
delivered at the subscriber’s convenience, as are Setting up single-extension access .................. 236
voice messages.
Using special-purpose fax boxes ...................... 238
Promoting your services using
fax-on-demand ................................................... 216 Training subscribers to use fax mail .................. 239
Planning your fax library .................................... 218 Creating a custom fax mail cover sheet ........... 240
Routing external callers to the fax library ........ 220 Using Active Fax reports to evaluate use
of fax mail and fax-on-demand ......................... 244
Integrating fax-on-demand with other
options using one-key dialing ........................... 222
USING THE OPTIONAL ACTIVE FAX PACKAGE 215

Promoting your services using fax-on-demand
You can use fax-on-demand to make Even if you choose not to allow public
information about your organization, its access to your fax-on-demand service, your
services, or its products readily available to organization’s employees can use it to send
anyone who calls. Fax-on-demand is most information quickly and efficiently to
effective as an information or advertising callers, customers, or other business
tool if the public knows about your service. contacts. Fax-on-demand eliminates the
Employees can promote your fax-on need to take paper originals to a fax ma-
demand service by mentioning it to callers chine and wait for transmission. Instead,
or customers. You can also promote the employees can fax documents from their
service in print advertisements. touchtone telephones.
PROMOTING YOUR SERVICES USING FAX-ON-DEMAND
Employees must have the following infor- Tips

mation to use fax-on-demand:
◆ Depending on the capabilities of your
• The fax library document list telephone system, you can program a
speed key so that subscribers can reach
• The numbers assigned to each docu-
the fax library by pressing only one key.
ment in the library
◆ Let employees know they can ask the
• The fax library’s system ID
system manager to add frequently
• The recipient’s fax machine number requested documents to the fax library.

Planning your fax library
With fax-on-demand, you can create a When planning your fax library, you should
central fax library accessible to both sub- decide how you want callers to use the
scribers and external callers. Callers can library and which options you want to make
request the documents they want directly available. The flexibility of the system’s
from your fax library, and subscribers can transaction boxes allows you to custom-
fax documents from the library to customers build fax-on-demand to meet your
and business contacts. organization’s particular needs. The follow-
ing strategies for configuring fax-on-
demand illustrate a few of the possibilities.
Small libraries
Use the standard fax library menu, built
by the system, to provide callers with a
list of available documents. Callers can
select documents from this menu.
Libraries with a large number of

documents
The standard fax library menu lists only
documents that have recorded voice
names. Record voice names for docu-
ments that you want listed in the stan-
dard menu. Route callers to other
documents using one-key dialing.
Special applications
Give each fax library document a
number already known to callers, such
as a postal code. Instead of using the
standard menu, which lists each docu-
ment, record a one- or two-sentence
introduction that instructs callers to
enter their zip code.
PLANNING YOUR FAX LIBRARY
The following considerations can help you You can also hide fax library documents
decide the best strategy for your organiza- by starting the document number with a
tion. Once you decide how you want to use dollar sign ($) or by not recording a
fax-on-demand, refer to the other topics in name for the document. The system
this chapter for information on how to manager can still fax hidden documents
custom-build your library. from the console.
Will your fax library be available to Do you want to name your fax-on-
the public or for internal use only? demand service?
You can use the fax library solely as a Naming your fax-on-demand service can
repository for documents that employ- help your marketing efforts. It can also
ees frequently send to callers, custom- help callers remember this convenient
ers, or vendors. You can also use fax-on- service.
demand as a way for callers to obtain
documents without staff assistance. Do you want a custom logo to appear
on the fax-on-demand cover sheet?
If your fax library is available to the The system attaches a cover sheet to
public, how will external callers reach each fax-on-demand request. The cover
the library? sheet comes with a default logo, which
You can allow callers to access the fax you can replace with a custom logo that
library directly from the opening greet- promotes your service.
ing. You can also set up one-key dialing
options in any transaction box in the Do you want to create a fax catalog?
system. If you have a large number of docu-
ments in your library, you may want to
How do you want to number documents create a catalog that lists the available
in the fax library? documents.
Decide on a numbering scheme before
you add documents to the library. If you
want to group documents by category,
you can designate a range of numbers
for each category.

Routing external callers to the fax library
If you want callers to access the fax library One-key dialing option
directly from the opening greeting, you can
If you do not want callers to dial the library
set up a direct dialing option, a one-key
directly, make the fax library ID a hidden ID
dialing option, or automatic routing.
by starting it with a dollar sign ($). Then set
up a one-key dialing option in the transac-
Direct dialing option tion box that contains your opening greet-
ing. When you record the opening greeting,
If you want callers to dial the fax library
be sure to tell callers which touchtone to
directly, make the fax library ID a dialable
press to reach the library.
number, similar to an extension number.
When callers hear the opening greeting,
they can enter the fax library ID just as they
would any extension number.
If you use this option, be sure to mention
the library and its extension number in your
opening greeting.
ROUTING EXTERNAL CALLERS TO THE FAX LIBRARY
Automatic routing
If you want to route callers to the fax library
automatically after they hear the opening
greeting, go to the Action after Greeting
screen for the transaction box that contains
your greeting. In the “Action after Greeting,”
section, select “Route to ID” from the “Day”
or “Night” list, or both if you prefer. Type the
fax library ID in the “Route to ID” field.
Tip You can use automatic routing and
one-key dialing in any transaction box in
the voice messaging system.

Integrating fax-on-demand with other options
using one-key dialing
You can use one-key dialing menus to give Offer an alternative to leaving a
callers the option of requesting a fax library message
document at any time while they are in your Callers who simply want information
voice messaging system. This allows you to may prefer to receive a fax library
integrate fax-on-demand with the other document rather than leave a message.
voice messaging options available to
callers. You may want to use one-key dialing Offer an option in any announcement or
menus in addition to allowing callers to greeting
reach the fax library from the opening Giving callers the option of requesting a
greeting. Or, you may want to use menus document can help reduce subsequent
to limit access to the library. calls for information.
The following suggestions are a few pos-
Offer an option at the end of an
sible uses for the one-key dialing feature.
interview box
You can use one-key dialing to route callers
After callers complete an automated
to a fax library document from any transac-
interview, they may appreciate the
tion box in the voice messaging system.
option of receiving additional
information.
Offer an alternative to holding
You can allow callers to choose between Note While a caller requesting documents
holding for service or receiving a fax directly from the fax library can request
library document. For example, a more than one document at a time, a caller
restaurant with take-out service could who selects the option of receiving a fax
allow callers to hold or to receive a fax from a one-key dialing menu can choose
of the take-out menu. only one document. After the system
schedules the selected document for
delivery, it disconnects the call.
See also
Building the system with
transaction boxes ....................................... 38
Routing callers quickly with
one-key dialing ........................................... 52
INTEGRATING FAX-ON-DEMAND WITH OTHER OPTIONS USING ONE-KEY DIALING
To set up one-key dialing To allow callers to receive a document at the

end of an automated interview
1 Go to the transaction box where you
want to offer the option. 1 Go to the interview box where you want
to offer the option.
2 In the one-key dialing menu, type a tilde
character (~) followed by the fax library 2 Select “Route to ID” from the “Action
document number. after Completing Questions” list. In the
“Route to ID” field, type the system ID of
3 Rerecord the transaction box’s greeting
the transaction box that offers the option
to tell the caller about the option. Be
of receiving a document.
sure to tell the caller which digit to press
to receive the document. When the caller
selects the option, the system automati-
cally selects the document from the fax
library and asks the caller to enter a fax
machine number.

Building expanded fax library menus using
transaction boxes
If you have numerous documents in your Note If you add or delete documents from
fax library, callers may become impatient your fax library, remember to make any
while listening to a long menu and discon- needed changes in the transaction boxes
nect before finding the document they want. containing the fax library menus. You may
By setting up a series of shorter submenus, need to change the one-key dialing options
with documents grouped by topic or sub- and rerecord the instructions for some
ject, you can make your fax library more transaction boxes.
usable and accessible to callers with
different needs.
Tips
You can easily set up submenus using
◆ You can use Schedule 4 to ensure 24-
transaction boxes and their one-key dialing
hour availability.
menus. The first transaction box contains
the main menu. This main menu lists the ◆ When setting up the one-key dialing
available submenus, and each submenu options for the fax library submenus,
lists the fax library documents available in you may want to reserve digit 9 for the
that group. fax library’s main menu and 0 (zero) for
the operator.
The expanded menus you build with
transaction boxes replace the standard fax ◆ Callers may find it reassuring to hear
library menu built by the system, so callers a confirmation that they selected the
no longer hear the standard menu when correct document after pressing a digit.
they reach the library. To create a menu that Instead of having the one-key dialing
callers hear, simply record an appropriate option send the caller directly to the fax
set of instructions in each transaction box’s library document, have it send the caller
“Greeting” voice field. The instructions for to another transaction box. Record an
the main menu should tell callers which introduction to the document, then set
touchtone to press to reach each submenu. “Action after Greeting” to route to the
The instructions for the submenus should document.
tell callers which document they will receive
if they press a particular touchtone. Be sure
each transaction box’s instructions match
the one-key dialing options you set up for
that box.
See also
Building the system with
transaction boxes ....................................... 38
BUILDING EXPANDED FAX LIBRARY MENUS USING TRANSACTION BOXES
Sales submenu
System ID: $Sales
“For a list of products, press 1. For
an order form, press 2. To return
to the Main menu, press 9. To reach
the operator, press zero.”
One-key dialing
1 ~101 6
A Main menu 2 ~102 7
System ID: $Main 3 8
B “For Sales, press 1. For Repair 4 9 $Main
services, press 2.” 5 00
C One-key dialing
1 $Sales 6 Repair Services submenu
2 $Service 7 System ID: $Service
3 8 “For a list of available services,
4 9 press 1. For locations, press 2. For
5 00 an order form, press 3. To return
to the Main menu, press 9. To reach
the operator, press zero.”
A Use a dollar sign ($) to hide the system One-key dialing
IDs in your fax library. You can make the 1 ~201 6
system ID for the Main menu transaction 2 ~202 7
D 3 ~102 8
box a dialable number if you want to
4 9 $Main
allow callers to dial the fax library
5 00
directly.
B The greeting for each menu should let
callers know where they are and tell
them how to access the information D The document numbers in the one-key
they want. dialing menus must be preceded by a
tilde character (~). You can use the same
C You can use one-key dialing menus document in as many menus as you like.
to route callers to submenus or to fax For example, callers can request an
library documents. Confirm that all of order form, shown here as document
your one-key dialing menus are set up number ~102, from either the Sales or
correctly. Repair Services submenu.

Adding documents to the fax library
You can add new documents to your fax If you do not enter a document number
library at any time. You can also delete now, you can do so later from the console.
documents, replace an existing document However, the system assigns the designa-
with a new one, or append pages to an tion “unknown” to all unnumbered fax
existing document. submissions. You cannot see the contents of
a document after you fax it into the system,
Prepare a paper original for each document
so you will not be able to distinguish
you want to add. You also need to prepare
between “unknown” documents.
paper originals if you want to append pages
to an existing document. Once you have
prepared your originals, you are ready to
begin.
ADDING DOCUMENTS TO THE FAX LIBRARY
To add documents to the fax library
1 On the Fax Port Settings screen, locate 5 Start the fax transmission.
the fax port you want to use and select
6 Wait until the fax machine has com-
“Fax library submission” from the
pleted the call and disconnected before
“Status” list for that port. Before you
you submit additional documents. You
change the fax port status, be sure to
must fax each document on a separate
write down the current status so you can
call. The voice messaging system
reset the port when you are finished
interprets all pages faxed in a single
adding documents to the library.
call as one document.
2 Using a standard fax machine, insert all
7 When you have finished faxing docu-
the pages of your first document. Dial
ments to the system, go to the Fax Port
the extension number assigned to the
Settings screen and reset the fax port to
fax port directly from the fax machine’s
its original setting.
keypad. Do not use automatic or speed
dial. 8 Go to the Fax-On-Demand Library
screen and add the documents to the fax
3 Listen for a short tone. This tone will
library, numbering them if you have not
sound different than the usual high-
already done so.
pitched fax carrier tone.
4 Enter the fax library document number
from your fax machine’s keypad. The
number must be five digits or less. For
a dollar sign ($), use the # key.

Creating a fax catalog
A fax catalog lists the documents available To create a fax catalog, you first create a
from the fax library and presents all of your paper original. Keep the following consider-
available information in one reference ations in mind when preparing the original:
document, thus reducing requests for
• Use a clear typeface in a size and style
information. A fax catalog also can inform
that will be easy to read after faxing.
the public about your fax-on-demand
service. Callers can request the catalog, • Include each document’s name, a short
then look it over before ordering specific description, the number of pages in the
documents. document, and the number callers enter
to request the document.
• Keep your fax catalog short in order to
make it easy to use and reduce transmis-
sion time.
When your paper original is ready, add the
catalog to your fax library just as you would
any other fax library document.
CREATING A FAX CATALOG
Tips
◆ If you give the fax catalog the lowest
document number in your library and
identify it as a catalog in its recorded
name, callers hear about the catalog first
when they listen to the menu of avail-
able documents.
◆ If the catalog is short, you may want to
incorporate it into a customized fax-on-
demand cover sheet. Callers then
receive a fax catalog each time they
order a fax from the library.

Changing the fax library menu
When you add documents to your fax Changing the standard menu
library, the system automatically builds a
The standard fax library menu built by the
fax library menu. The system updates the
system lists the document name and the
fax library menu whenever you add or
document number; for example, Touring
delete documents in the fax library. The
bikes, 101. You can change the standard
menu lists all the documents in the library,
menu so that callers hear, For touring bikes,
except for those hidden with a dollar sign
press 101.
($) and those without a recorded name.
Callers hear the menu when they reach
To add the “for” and “press” prompts to the
the fax library. The menu tells them how to
fax library menu
request documents. It also tells them to
press the # key if they want to hear a list 1 Select Prompt Sets from the Screen
of available documents. menu, then select the “Fax Library (FX)”
prompt set.
Note Make sure that each document that
you want available to callers has a recorded 2 Go to FX017, the place holder for the
name. The system will not include docu- “for” prompt. Record the word for in the
ments without a recorded name in the fax “Default day” voice field.
library menu.
3 Go to FX018, the place holder for the
“press” prompt. Record the word press in
the “Default day” voice field.
CHANGING THE FAX LIBRARY MENU
Replacing the standard menu Tips

You can replace the entire standard menu ◆ If you want to return to the original
instructions. To do so, record new instruc- menu structure, simply erase the record-
tions in the “Fax voice menu” voice field ings in the “Default day” voice fields.
on the Fax-On-Demand Library screen. Be
◆ You can return to the standard menu
sure that your instructions mention the
instructions at any time by deleting your
following:
recorded instructions.
• How to request a document
• How to exit the fax library menu by
pressing ✳
Warning! If you replace the standard menu
instructions, callers can no longer press the
# key to list the documents in the library.

Creating a custom fax-on-demand cover sheet
Fax-on-demand attaches a cover sheet to Note The voice messaging system creates
every fax delivery sent from the fax library— separate cover sheets for fax-on-demand
both faxes requested by external callers and and fax mail. Changing the fax-on-demand
faxes sent by subscribers. The default fax- cover sheet does not affect the cover sheet
on-demand cover sheet contains only used for fax mail.
basic information: the recipient, the time
requested, and the total number of pages, You can easily add your letterhead, logo,
including the cover sheet. The default cover or other information to the fax-on-demand
sheet does not contain a logo or other cover sheet. The image resides in the fax
information that identifies the sender. library as a fax library document, and the
system adds it to the cover sheet.
CREATING A CUSTOM FAX-ON-DEMAND COVER SHEET
To create a custom fax-on-demand cover sheet
1 Prepare a paper original with the image. 4 Be sure to give this document a number
starting with a dollar sign ($) so that it is
2 The paper original must be 8.5 inches
hidden from fax library callers.
wide by 6 inches long (for A4 paper size:
21 cm by 15 cm). The image appears at 5 Type the document number in “Cover
the top of the fax-on-demand cover sheet logo” in the Fax-On-Demand
sheet. It must be 6 inches (15 cm) or less Library screen.
in height so that it does not cut off the
Tip If you give your cover sheet logo a fax
recipient’s information, which appears
library document number consisting of one
at the bottom of the cover sheet.
or more dollar signs ($), the system will sort
3 Fax the paper original to the voice the document so that it appears at the top of
messaging system and add it to the fax the fax library’s document.
library, as you would any other
document.

Customizing personal fax mail for
individual subscribers
Active Fax allows you to give each sub- If you want to add subscribers without
scriber a personal fax mailbox that stores assigning them a fax box, delete the default
faxes just as a personal voice mailbox stores fax ID on the Default Subscriber>Fax
voice messages. How you assign fax boxes Handling screen before adding the sub-
to subscribers depends on whether you scriber. Be sure to reenter the default fax ID
purchased Active Fax with your voice after adding the subscriber.
messaging system or added it later.
The default settings on the Default
Subscriber>Fax Handling screen apply to
If you purchased Active Fax with your
all subscribers. You can change any of the
default fax mail options for an individual
The system automatically creates fax
subscriber on that subscriber’s Fax Han-
boxes for all subscribers you add to the
dling screen.
system.
Some subscribers may want automatic fax
If you added Active Fax to an existing delivery, which automatically delivers faxes
system. to a specified fax machine. Other subscrib-
The system automatically creates fax ers may want to choose the delivery loca-
boxes for any new subscribers you add tion on a fax-by-fax basis. Subscribers can
to the system. You must manually add also ask callers to leave a voice annotation
fax boxes for existing subscribers. Go to with their fax.
each subscriber’s Summary screen and
Note Unless you set up single-extension
choose “Add,” then select “Personal fax
access, the fax mailbox and the voice
box.”
mailbox have different system IDs, and
callers must dial different extension num-
bers to reach each mailbox.
See also
using system IDs ........................................ 32
adding subscribers and guests ................ 108
Changing and removing
subscribers and guests ............................. 110
CUSTOMIZING PERSONAL FAX MAIL FOR INDIVIDUAL SUBSCRIBERS
If subscribers want Do this with the Voice Annotation Options

Ask for voice Caller can Announce
annotation edit/review fax if no
message annotation
To allow callers to leave a voice ✓
annotation with a fax, and no
announcement in the message box
for faxes without an annotation
To allow callers to edit or review a ✓ ✓
voice annotation
To receive an announcement in the ✓ ✓ ✓
message box even if a caller did not
leave a voice annotation
Automatic delivery and an ✓
announcement in the message box
Automatic delivery and no
announcement
Note For subscribers who want auto-

matic delivery, go to each subscriber’s
Fax Handling screen and select the “Fax
delivery” option. Be sure to enter a
delivery number and schedule. If the
“Announce fax if no annotation” check
box is clear and no delivery schedule is
specified, the system will neither an-
nounce the fax nor deliver it.

Setting up single-extension access
With single-extension access, callers can use

To edit the subscriber’s personal voice and fax
a single extension number to leave either
mail settings
fax mail or voice messages for a subscriber.
Callers no longer need to dial different 1 On the Subscribers and Guests>
extension numbers to reach a subscriber’s Summary screen for the individual
fax mailbox or voice mailbox. subscriber, type a dollar sign ($) at the
beginning of the extension ID.
The following method of setting up single-
extension access is compatible with most 2 On the subscriber’s Call Transfer screen,
telephone systems. If you find that this select the “Transfer calls to” check box
method does not work for you, call Techni- and type the subscriber’s telephone
cal Support. extension number.
With this method, callers reach the transac- 3 Under the “Message Notification” section
tion box when they dial the subscriber’s on the subscriber’s Notification and
extension number. If they do not press any Delivery screen, type the subscriber’s
digits, the transaction box sends them to the telephone extension number in “Mes-
subscriber’s fax mailbox. If they do press a sage lamp extension.”
digit, they are sent to the subscriber’s voice
4 On the subscriber’s Fax Handling screen,
mailbox.
type a dollar sign ($) at the beginning of
the fax ID.
SETTING UP SINGLE-EXTENSION ACCESS
To set up the transaction box
1 Add a new transaction box to the system. 3 On the transaction box’s Greeting
Make the individual subscriber its and One-Key Dialing screen, type the
owner, and make the transaction box subscriber’s new extension ID (for
system ID the subscriber’s telephone example, $213) in all of the one-key
extension number. dialing boxes.
2 On the Action after Greeting screen for 4 Have the subscriber record a personal
the new transaction box, select the greeting in the transaction box’s “Greet-
“Route to ID” option in both the “Day” ing” voice fields. Make sure the sub-
and “Night” lists. Type the subscriber’s scriber includes instructions on how
new fax ID (for example, $809) in both to reach the fax mailbox or the voice
“Route to ID” fields. mailbox.
5 Be sure to test the new transaction box
to confirm that it works properly.

Using special-purpose fax boxes
Special purpose fax boxes allow subscribers Note The system delivers faxes in special-
to collect certain types of incoming faxes in purpose fax boxes according to the delivery
one location, rather than mixing all their schedule specified on the box owner’s
faxes in one box. Subscribers can use Notification and Delivery screen. The
special purpose fax boxes to collect schedule set up on a subscriber’s Notifica-
résumés, incoming sales orders, or tion and Delivery screen applies to all
reports from regional offices. mailboxes and fax boxes owned by that
subscriber.
You can create special purpose fax boxes on
the Call Handling>Fax Boxes screen. These
fax boxes must be given a system ID and
must be assigned to an owner. When the
subscriber who owns the box calls into
the voice messaging system to check for
messages, the system tells the subscriber
whether any of the mailboxes owned by the
subscriber contain messages:
• The subscriber’s voice mailbox
• The subscriber’s fax mailbox
• Any special-purpose fax boxes owned by
the subscriber
Training subscribers to use fax mail
You will find most of the information you • For subscribers using fully automatic
need in the Training Guide. The goal of this delivery, be sure to tell the subscribers
training is to show users that the fax features which fax machine their fax mail is
are easy to use. delivered to.
• Explain how subscribers are notified • Explain that subscribers have separate
when they have a fax. extensions for voice calls and fax mail.
If you set up single-extension access,
• If callers can include a voice annotation
explain how the feature works.
with a fax, explain this feature to sub-
scribers. • Let subscribers know they can have fax
mail delivered to them while they are
• Make sure subscribers can explain to
away from the office by changing their
external callers how to send them a fax.
fax delivery number.
• Let subscribers know that they can
• Demonstrate how to use the fax library.
record a personal greeting for their fax
box. Refer them to the Training Guide for • Demonstrate how to use the Active Fax
instructions. keyboard shortcuts.
• Demonstrate how to request delivery of
fax mail.
Keypad shortcuts: Enter personal ID + security code +

Deliver all new faxes 45
Change fax delivery number 7658
Change fax notification number 765
Change personal fax greeting 748

Creating a custom fax mail cover sheet
Active Fax attaches a fax mail cover sheet to Subscriber and delivery information
every fax delivery. This cover sheet appears
The system uses the information on a
in addition to any cover sheet included by
subscriber’s Summary screen to fill in this
the sender. It has three parts: subscriber and
part of the fax mail cover sheet. The sub-
delivery information, a contents summary,
scriber and delivery information include
and a logo.
the following items:
Note The voice messaging system creates
• The name of the subscriber who
separate cover sheets for fax-on-demand
received the fax
and fax mail. Changing the fax mail cover
sheet does not affect the cover sheet used • The total number of pages in the fax
for fax-on-demand.
• When the fax mail delivery was initiated
• Whether the fax was delivered in one or
multiple bundles
• Whether the delivery is complete or
whether additional bundles are
following
See also
Adding documents to the fax library ....... 226
CREATING A CUSTOM FAX MAIL COVER SHEET
Contents summary Fax mail cover sheet logo

The contents summary includes these Active Fax adds a default logo to the fax mail
details about the fax: cover sheet. You can replace the default logo
with a logo of your choice. Before you
• The date and time the voice messaging
begin, be sure that your logo meets these
system received the fax
specifications:
• Information about the sender
• The logo image must be stored as a
• Whether or not the fax was split into standard mode Group 3 TIFF file (tag
multiple bundles image file format, with a .TIF extension).
• The paper original that you fax into the
system can be no larger than 8.5 inches
wide by 6 inches long (for A4 paper size:
21 cm by 15 cm). The paper original
must be 6 inches (15 cm) or less in
height so that it does not cut off the
subscriber and delivery information or
the contents summary.
• The logo image that appears on the
paper original can be no larger than 4
inches tall by 6 inches wide (10 cm by
15 cm).

Once you prepare your logo image, fax it

To replace the default fax mail cover sheet
into the fax library, then replace the default
logo
fax mail cover sheet logo.
1 Exit the voice messaging system
software.
To fax your logo into the system
2 Go to the directory where the voice
1 Prepare a paper original with your logo
messaging software is installed (for
image on it according to the above
example, drive D). From there, go to the
specifications.
\FAX\SEND subdirectory (for example,
2 Add this document to the fax library. type CD FAX\SEND and press ENTER).
3 Run the Fax Document report to obtain 3 Copy the existing FMCOVER.TIF file to
the DOS file name of the new document. a floppy disk (for example, type COPY
FMCOVER.TIF A:\ and press ENTER).
4 Type FMLOGO <file name>, where
<file name> is the DOS file name you
obtained from the Fax Document report.
Send a test fax mail message to confirm
that the new logo and cover sheet print
properly.
Removing a fax logo or restoring the

To restore the default fax mail cover sheet
default logo
logo
You can also remove the cover sheet logo,
1 Exit the voice messaging system
leaving that part of the fax mail cover sheet
software.
blank, or restore the default logo.
2 Go to the directory where the voice
To remove the fax mail cover sheet logo
example, drive D). From there, go to
1 Exit the voice messaging system the \FAX\SEND subdirectory.
software.
3 Type FMLOGO ORIGLOGO and press
2 Go to the directory where the voice ENTER .
example, drive D). From there, go to
the \FAX\SEND subdirectory.
that the new cover sheet prints properly.
3 Copy the existing FMCOVER.TIF file to a
floppy disk.
4 Type FMLOGO BLANK and press ENTER.
This command suppresses the cover
sheet logo.
that the new cover sheet prints properly.

Using Active Fax reports to evaluate use of
fax mail and fax-on-demand
You may find it useful to evaluate how Do you want to measure call activity?
subscribers use fax mail so that you can Run the Activity report. You can use this
adjust the fax mail settings if necessary. report to measure call activity for either
Periodically, you may also want to evaluate fax mail or fax-on-demand.
how callers use your fax-on-demand service
to be sure it meets their needs. Do you need detailed information about
calls coming in and going out of the
Do you need information about which voice messaging system?
documents are in the fax library? Check the Call log. You can use this log
Run the Fax Library Document report. to obtain information about call status
This report provides a list of each docu- and to identify transmission errors.
ment in the library. It includes the
document number, name, and file name
of each document.
If you use North American SmartDialing,

do you need a list of local exchanges?
Run the Local Exchanges report. It
provides a list of all the local exchanges
entered on the Fax Delivery Setup
screen.
See also
Creating reports ........................................ 140
Viewing call traffic summaries ................ 148
C H A P T E R • 14
Using the optional

Rnet package to
communicate with
remote offices
Rnet enables an organization to communicate Using Rnet to reduce long-distance costs ....... 246
with remote offices.
Adding new sites ................................................ 247
Special considerations for dialing external

telephone numbers ........................................... 248
Training subscribers ........................................... 250
USING THE OPTIONAL RNET PACKAGE TO COMMUNICATE WITH REMOTE OFFICES 245
Using Rnet to reduce long-distance costs
Rnet enables an organization to reduce You can use Rnet to both send and receive
the costs of exchanging long-distance voice messages. Or, if you do not want subscribers
messages with regional offices, vendors, to send any long-distance messages, you
or customers. Rnet links each office’s voice can use Rnet to receive messages only.
messaging system and allows the linked Simply select the messaging options you
offices to send and receive voice messages. want on the Rnet>Local Site Setup screen.
Rnet uses telephone lines to deliver mes-
The message delivery schedule is specified
sages according to the schedule you specify.
on the Rnet>Remote Site Defaults screen.
Most organizations schedule message
Unless you set up a different schedule on a
delivery during evening or weekend hours,
remote site’s individual screen, Rnet deliv-
when long-distance telephone rates are
ers messages to remote sites according to
lowest.
the default schedule.
Each linked office defines itself as a local
Tip Rnet is most effective when used for
site and all other offices as remote sites. For
delivery of routine, nonurgent messages.
example, your office is a local site, and it can
You may want to use another delivery
exchange messages with the offices set up
method for urgent messages.
as remote sites on your system. Subscribers
at your site record messages to subscribers
at linked sites whenever they want, and Rnet
delivers the messages according to the
schedule you specify. Rnet delivers mes-
sages from a remote site directly to a
subscriber’s mailbox, and the subscriber
retrieves them just like any other voice
message.
Adding new sites
You can add as many offices as you want

To add a remote site
to your system, as long as each office has a
voice messaging system that supports the 1 Go to the Select Remote Site screen and
Audio Messaging Interchange Specification choose the “Add” button.
(AMIS) analog standard. Before you access
2 On the Add Remote Site screen, type the
the console to add a new site, make sure
remote site’s name.
you have the following information about
the site: 3 Type the remote site’s country code, area
or city code, and telephone number.
• Site name or number
4 Choose “Add.”
• Country code
5 On the Remote Sites screen, change
• Area or city code
the defaults under Network Messaging
• Telephone number Options, as needed. Select the “Phone
#1” check box under Message Delivery.
Sites use these numbers to identify them-
Type the number that your site must dial
selves to one another during message
to deliver messages to the remote site.
delivery calls. You must type in the exact
country code, area or city code, and tele- 6 Change the default delivery schedule
phone number used by the remote site on if you want a different schedule for this
its Local Site Setup screen. You can obtain remote site. You may set up a second
these numbers from the site’s system delivery number and schedule for the
manager. remote site, if needed.
Note Whenever you add a new remote site 7 Choose “Save.”
to your system, that site must also add your
office as a remote site on its voice messag-
ing system. Coordinate with system manag-
ers at other offices to make adding new sites
easier.
Special considerations for dialing external
telephone numbers
When setting up the telephone numbers in

the “Phone #1” and “Phone #2” delivery
schedules, you may include the following
special characters as part of the number.
Character What the voice messaging system does

, (comma) Pauses for one second during dialing.
; (semicolon) Pauses for three seconds during dialing.
& (ampersand) Performs a hookswitch flash (go on hook for one-half second,
then go off hook). This is commonly used to access special
features on your telephone system.
% Performs a long hookswitch flash (go on hook for three
seconds, then off hook again). On most telephone systems,
this is equivalent to hanging up and reinstating a call. On
some telephone systems, this is used for recall.
P Switches to pulse dialing. The voice messaging system uses
tone dialing by default. To use pulse dialing throughout your
system, you must prefix all dialout telephone numbers with P.
T Switches to tone dialing. The T option is only used when a
number must be dialed via pulse, then switched midstream
to tone (for example, a credit card call on a pulse exchange).
SPECIAL CONSIDERATIONS FOR DIALING EXTERNAL TELEPHONE NUMBERS
Dialing outside telephone numbers

If the telephone numbers specified in
“Phone #1” or “Phone #2” contain six or
more characters, including special charac-
ters, the voice messaging system assumes
that it is an outside number and automati-
cally dials the outdial access code before
dialing the number. (The outdial access
code is set up on the Telephone System
Setup screen.) If you do not specify an
outdial access code on the Telephone
System Setup screen, you must include it
in “Phone #1” or “Phone #2” to reach an
external line for message delivery.
Training subscribers
Subscribers who are already familiar with

To send a message through Rnet
the voice messaging system find Rnet easy
to use. Providing some additional training 1 Call the voice messaging system and
can help subscribers use Rnet properly. enter your personal ID and security
code.
Sending an Rnet message 2 Follow the prompts to leave a message.
If you are asked to enter an extension
Subscribers send messages to remote sites
number, press ## to change to lettered
in much the same way they send local
access. When the system asks you to
messages. Make sure subscribers under-
spell a name, press the first three letters
stand how the procedures differ.
of the remote site’s name, or enter the
remote site’s three-digit number. To
confirm, press 1 for Yes.
3 Enter the extension number of the
person you want to leave a message for.
4 Follow the voice messaging system
prompts to leave a message.
TRAINING SUBSCRIBERS
Retrieving and replying to an Rnet Directing returned Rnet messages

message
Under some circumstances, the voice
Subscribers retrieve messages from a messaging system may be unable to deliver
remote site the same way as they retrieve a message or a reply to a remote site. The
messages from their local site. Subscribers system returns the message to the sub-
can record a reply by following the voice scriber who sent it. The system also pro-
messaging system prompts. vides a reason for the return.
The subscriber may resend or cancel the
returned message.
Glossary
GLOSSARY 253
Glossary
A ANNOUNCEMENT
A recorded message that provides informa-
ACTION tion to callers. A hotel information service
Any action the system takes when process- records announcements in transaction
ing a call, for example, taking a message, boxes to offer information to guests. At the
routing to the operator, or saying good-bye. end of an announcement, the caller is given
options or the system says good-bye and
ACTIVE FAX PACKAGE disconnects. See also information service,
The optional Active Fax package adds hotel.
two components to your voice messaging
system: fax-on-demand and fax mail. See ARCHIVED MESSAGE
also fax-on-demand; fax mail. Any message a subscriber listens to and
then saves for a number of days. You set the
ACTIVE FAX REPORTS number of days that messages are archived.
Create the Active Fax reports to evaluate All old or archived messages must be saved
how subscribers use fax mail or to deter- each time they are heard or they will be
mine how callers use your fax-on-demand deleted. See also new message; old
service. message.
ADDRESSING OPTIONS AUDIO MESSAGING INTERCHANGE

Permission you give a subscriber to use SPECIFICATION (AMIS)
certain message options. For example, the An analog standard used to facilitate
permission to label a message “urgent” or communication between voice messaging
to forward a message to others. systems. When adding new sites to your
Rnet system, make sure that each office has
ALTERNATE GREETING a voice messaging system that supports the
A greeting for a voice mailbox, trans- AMIS standard.
action box, or voice detect box that can be
recorded and turned on over the telephone.
The alternate greeting can be used as a 24-
hour-a-day greeting in place of the day
greeting or night greeting. See also box’s
greeting.
A
AUDIOTEXT AUTOMATIC DIRECTORY ASSISTANCE

Recorded information that is available to With automatic directory assistance,
callers 24-hours-a-day about whatever your callers reach a subscriber’s extension ID or
organization wants callers to hear. You can a named message group by spelling the first
provide menus of information or other three letters of the name on a touchtone
messages of your choosing, and you can keypad. See also numeric directory assis-
use audiotext messages in transaction and tance; directory assistance.
interview boxes.
AUTOMATIC FAX
AUTOMATED ATTENDANT Callers set their fax machines to send your
A group of features that allows the voice organization a fax automatically. Callers do
messaging system to act as a receptionist to not monitor the call. When the voice mes-
answer and route incoming telephone calls. saging system answers the call and detects
a fax tone, the system transfers the call to
AUTOMATIC CHECK-IN AND CHECKOUT, the fax extension automatically. See also
AUTOMATIC GUEST MESSAGING (PMS) manual fax.
The Hospitality package, when integrated
with a property management system (PMS), AUTOMATIC REP LOG COLLECTION
automatically adds a room extension to the An optional package that copies Call logs
voice messaging system when a hotel guest from off-site voice messaging systems to
checks in. When the guest checks out, the a central computer.
PMS automatically saves any unheard
messages to a special message box and AUTOMATIC ROUTING
removes that room extension from the A process set up through transaction boxes
system until a new guest checks into that to route callers through the voice messaging
room. system to a specific ID after they hear the
opening greeting. Use transaction boxes to
route callers to menus (such as fax library or
information service menus) or to interview
boxes to gather information from the caller.
GLOSSARY 255
A–B
AUTOMATIC SECURITY CODE ASSIGNMENT (PMS) B

A feature available when Hospitality is
integrated with a property management BATCH DELIVERY
system (PMS). The PMS automatically A message delivery process in which the
assigns security codes to hotel guests. The voice messaging system collects messages
on/off option is on the Hospitality Settings and then calls subscribers at regularly
screen. Guests can change their security scheduled intervals to let them know they
code if you select the “Allow security codes” have messages. You set up the delivery
option on the same screen. A third field, intervals. One of three types of message
“Security code length,” is activated if you delivery methods. See also each delivery;
select “Automatic security code assignment”; urgent delivery; message notification.
the default is four characters.
BOX ID
AWAIT ANSWER The number a caller uses to reach a transac-
One of three types of call transfer. The tion box, interview box, operator box, or
system waits for the extension to be voice detect box. Also used for automatic
answered before completing a transfer routing of calls and in one-key dialing
to that extension. See also release, wait menus.
for ringback.
BOX’S GREETING
A recorded greeting or menu of options in
a transaction box. The box owner is respon-
sible for recording the box greeting. Day
greeting plays during the days and times
you have designated as normal business
hours. Night greeting plays during the days
and times outside of those specified in your
day schedule. You can use an alternate
greeting as a 24-hour-a-day greeting.
B–C
BUSY PORTS REPORT CALL ROUTING

Create the Busy Ports report if you want to Calls are routed through the voice messag-
determine how often your ports are busy, ing system without being transferred to the
whether your telephone ports are full or telephone system. See also call transfer.
nearly full during peak times, and the
average percentage of time the ports are CALL SCREENING
busy during a specific time period. Create Allows a subscriber to either accept a call
the report for an individual port or for all or forward it to their voice mailbox after
ports on the system. hearing information about the caller.
CALL TRANSFER
C Calls are transferred to the telephone
system which takes control of connecting
CALL HOLDING the call to an extension. See also call
You can set up the voice messaging system routing.
to let callers hold until the busy extension
they are calling becomes free. CONSOLE ENROLLMENT
You enroll subscribers by entering informa-
CALL LOG tion about each subscriber at the system
Create the Call Log report (on the System console, including the complete spelled
Reports screen) to get a record of every call, name, recorded name, personal ID, and
whether in or out, that the voice messaging extension ID. See also over-the-telephone
system answers, dials, or routes. Create the enrollment; enrollment conversation.
report for the entire system, or for an
individual subscriber or system ID. For CONVERSATION
further analysis, you can import the report The collection of prerecorded questions,
into most database and spreadsheet choices, and responses that the system
programs. plays to guide callers through the voice
messaging system.
GLOSSARY 257
D
D DIRECTORY ASSISTANCE
Allows callers to reach a subscriber’s
DAY GREETING extension ID without speaking to an opera-
Plays during the days and times you have tor. Callers whose telephones have letters
designated as normal business hours. See on their touchtone keys can use automatic
also alternate greeting; night greeting. directory assistance. Callers whose tele-
phones do not have letters on their touch-
DAY MODE tone keys or who need other special direc-
You can configure the system to handle tory assistance can use numeric directory
calls differently during day mode and night assistance. See also automatic directory
mode hours. You define the days and hours assistance; numeric directory assistance.
when each mode operates. For example,
you might define day mode as the hours DIRECTORY GROUP
when your organization is open. All other A group of subscribers listed in numeric
hours are assigned to night mode. See also directory assistance. You set up directory
holiday schedule; schedule. groups that list subscribers with a common
characteristic, such as department, location,
DEFAULT or schedule. When a caller requests numeric
The option the system uses if you do not directory assistance, the system plays the
select another option. names of the directory group members and
their extensions.
DIAL TONE DETECTION
Enables the voice messaging system to DIRECTORY ID
listen for a dial tone when initiating a Callers use the directory ID to access
dialout. Upon initiating a dialout for mes- numeric directory assistance.
sage waiting indication or message delivery,
the system can listen to make sure a line is
available. Dial tone detection is accom-
plished through a feature called General
Tone Detection. See also General Tone
Detection.
D
DIRECTORY MENU DIRECTORY REPORTS

A directory menu lists the names of direc- Create these reports to see the structure
tory groups or submenus. Use directory of the system: its subscribers, system IDs,
menus to automatically create one-key message groups, and numeric directory
dialing menus for numeric directory assistance. Create the report for everyone
assistance. enrolled in the system, for all extension IDs,
for message groups, or for numeric direc-
DIRECT-DIAL OPTION (HOSPITALITY) tory assistance.
In a hotel information service announce-
ment, you can give callers the option of DISPATCH
dialing an outside number, such as a A message distribution option. If you select
business or advertiser, directly from the it, only the first member to hear the mes-
information service. If the voice messaging sage receives it. If you do not select it, each
system sends a call to an outside number member of the group receives the group
on a Release transfer and the number does message.
not answer, the call terminates.
DTMF
DIRECT DIALING OPTION (ACTIVE FAX) Dual-tone multifrequency. This is a techni-
In Active Fax, if you want callers to dial the cal term for true touchtones.
fax library directly, make the fax library ID a
dialable number, similar to an extension
number. Callers may dial the fax library ID
as they would any extension number.
GLOSSARY 259
E–F
E EXTENSION
The actual telephone extension number of
EACH DELIVERY a telephone. An extension number may or
A message delivery process in which the may not be the same as its extension ID. See
voice messaging system calls subscribers also extension ID.
each time they have a new message. See
also batch delivery; urgent delivery; mes- EXTENSION ID
sage notification. The number a caller uses to reach a
subscriber’s voice mailbox. The extension
EASY MESSAGE ACCESS ID is not always the same as the actual
Subscribers can press one touchtone to telephone extension number. For example,
retrieve new messages without pressing if two subscribers share the same extension,
their personal IDs. Available only when the they will have different extension IDs for
voice messaging system is integrated with their separate voice mailboxes. See also
your telephone system. extension.
ENROLLMENT CONVERSATION
You can configure the system to play a F
special enrollment conversation for new
subscribers that lets them enroll themselves FAX BOARD
the first time they call the voice messaging The Active Fax package requires that you
system. See also console enrollment; over- install one fax board for every fax port on
the-telephone enrollment. the voice messaging system.
ERROR LOG REPORT FAX BOX ID

Create this report to see system errors, Active Fax allows you to give each sub-
including the error code, the port on which scriber in the system a personal fax mail-
the error occurred, and the date and time box that stores faxes. You can set a default
the error occurred. Use the Error Log report convention for assigning fax IDs as well as
to identify system problems. a default fax mail delivery method.
F
FAX BOX, SPECIAL PURPOSE FAX DETECT

Allows subscribers to collect incoming faxes The voice messaging system can be config-
in one location, rather than mixing their ured to recognize incoming fax tones. If the
faxes in one box. Special purpose fax boxes caller does not dial a specific extension, the
can be used to collect resumes, incoming system automatically delivers faxes to the
sales orders, or reports from regional Public Fax box.
offices. Each box must be given a system ID
and assigned to an owner. FAX ID
The voice messaging systems uses a fax ID
FAX CATALOG to route faxes to the Public Fax box, a special
Create a fax catalog to list all of the docu- purpose fax box, or a subscriber’s fax
ments available from your fax library. You mailbox.
can make a paper original and add it to your
fax library; callers can order the catalog FAX LIBRARY
from the fax library menu. See also fax In fax-on-demand, you can create a central
library; fax library menu. fax library that is accessible to subscribers
and outside callers. Callers can request the
FAX COVER SHEET documents they want directly from your
Fax-on-demand attaches a cover sheet to library, and your organization’s employees
every fax delivery sent from the fax library. can fax documents from the library to
It contains basic fax information and any customers and business contacts. You can
other information you add. Active Fax also custom-build your fax library to best serve
attaches a fax mail cover sheet to every fax your organization.
delivery. You can add a logo and make other
custom modifications to either fax cover
sheet.
GLOSSARY 261
F
FAX LIBRARY MENU FAX PORT

If you use the standard fax library menu The fax port status options are: Send Faxes,
built by the system, the system automati- Receive Faxes, Send And Receive Faxes, and
cally updates the menu when you add Fax Library Submission.
documents to your fax library. Callers hear
the menu, including each document that FAX RETRY PARAMETERS
has a recorded name, when they call the You can configure the voice message system
fax library. to attempt to send a fax to a busy or unavail-
able fax machine. On the Fax Delivery Setup
FAX MAIL screen, you can define how many attempts
Fax mail, a component of the Active Fax the system will make to deliver the fax, as
package, allows subscribers to receive fax well as how long it will wait before trying
mail in personal boxes. Fax messages are again.
stored and delivered at the subscriber’s
convenience. See fax box ID; fax box, FRONT DESK CARD, GUEST MESSAGING
special purpose. The Front Desk Card contains instructions
to assist hotel staff in understanding the
FAX NOTIFICATION guest messaging service and performing
Each time the voice messaging system their duties associated with the system. It
delivers a fax, it can leave a voice message explains how to transfer guests to their
to notify the recipient. message boxes, reset guest message boxes,
and retrieve messages for a checked-out
FAX-ON-DEMAND guest.
Fax-on-demand, a component of the Active
Fax package, allows callers to select docu- FUTURE MESSAGE DELIVERY
ments from a fax library and have the A subscriber can specify a future date and
documents faxed directly to them. Your time for a message to be sent. This is often
organization’s employees can also use the used to send automatic reminders to
fax library to send documents to customers individuals or groups.
and business contacts.
G
G GROUP REPORT
Create this report to show all message
GENERAL TONE DETECTION (GTD) groups, the members of a particular group,
A feature in the voice messaging system the owners of private groups, and the
used to determine the correct frequencies groups to which a particular subscriber or
for dial tone, reorder tone, and busy tone. guest belongs. See also directory reports.
GTD is useful for telephone systems that do
not provide immediate disconnect signal- GUEST
ing; when GTD is turned on, the voice A guest is an individual who is given limited
messaging system listens for dial tone, subscriber privileges in the voice messaging
reorder tone, and busy tone. system. A guest has a guest mailbox and can
trade two-way messages with the subscriber
GREETING who hosts him or her. A guest can be a
Any recorded announcement a caller hears. member of the host’s private message
Greetings give information, welcome callers groups. Guests cannot be members of
to the system, offer menu options, and offer open message groups.
a chance to leave a message. The opening
greeting is what callers hear when they dial GUEST MESSAGING DISABLE (PMS)
the main telephone number for your If Hospitality is integrated with a property
organization. A subscriber’s personal management system (PMS), this feature
greeting is what callers hear when they allows you to turn off guest messaging for
reach a subscriber’s voice mailbox. A box’s an individual guest. The guest’s calls are
greeting is a recorded greeting or menu of then routed to the operator.
options in a transaction box.
An internal greeting is the greeting internal
callers hear when they reach a subscriber’s
extension.
GLOSSARY 263
H–I
H HOTEL GUEST PERSONAL ID

In the Hospitality package the system
HOLIDAY SCHEDULE creates a message box and a personal ID
You can schedule up to 18 holidays per year, for each guest room extension added to the
during which the system remains in night system. (Unless you have a property
mode for 24 hours. See also day mode; management system (PMS) integration,
night mode. guests are not enrolled by name in the guest
messaging system.) The system creates the
HOSPITALITY PACKAGE hotel guest personal ID using the default
The optional Hospitality package offers guest ID and the extension ID (typically the
special guest messaging service to hotels. room extension number).
You can use voice messaging system
features, such as transaction boxes, to
enhance your use of the Hospitality pack- I
age. Hospitality uses a special guest conver-
sation. See also information service, hotel. INFORMATION SERVICE, HOTEL
You can set up an information service using
HOST the Hospitality package. This service is built
A subscriber who sponsors a guest in the with transaction boxes and uses a decision
voice messaging system. Some subscribers tree structure consisting of menus and
may want to give vendors or important announcements to provide guests with
customers special privileges within your helpful information over the telephone.
organization by hosting them as guests. Use the information service to offer regu-
larly updated announcements, direct dial to
an outside business, or conduct online
interviews.
I–L
INSTALLER IP ADDRESS
The individual who installs the voice Internet Protocol address. A numeric
messaging system for your organization. address (for example, 555.555.55.555) that
Typically, the installer sets up many options represents the computer’s location on a
for the system, including ports and tele- network or the Internet. To access a com-
phone setup. puter from a browser over a network or the
Internet, you must specify the IP address.
INTERNAL CALLER
An individual who can be identified by
the voice messaging system using an ID. L
Subscribers and guests who call from within
the voice messaging system, or who enter LANGUAGE CHOICE (HOSPITALITY)
their personal IDs when calling from The Multilingual Guest Conversation
outside the system, are internal callers. option in the Hospitality package allows
you to install more than one language to
INTERNAL GREETING use for system conversations. The system
The greeting internal callers hear when they language is the first language installed, and
dial a subscriber’s extension. it is always offered to the guest as the first
language choice. Additional languages are
INTERNAL ID offered in the order that they were installed.
You can hide a system ID to prevent callers See also multilingual guest conversation.
from dialing it directly. Hide a system ID by
adding a prefix, such as a dollar sign ($) LOCAL CONNECT
character, that cannot be dialed. In local connect mode, you can record
prompts or greetings using an internal
INTERVIEW BOX telephone extension. You establish the local
Interview boxes can contain up to 20 connection on the system console, then use
recorded questions. You can set the inter- a nearby extension to complete your
view box to record responses to each of the recordings.
interview questions. For example, a busi-
ness could use interview boxes to take sales
orders or do market research. See also
transaction box.
GLOSSARY 265
L–M
LOCAL SITE (RNET) MAILBOX MODIFICATION (PMS)

The on-site voice messaging system in an A special feature available when Hospitality
Rnet system is called the local site. It defines is integrated with your property manage-
all other offices linked to it in the system as ment system (PMS). Hotel staff can change
remote sites. Subscribers at the local site the guest’s name or security code from the
record messages to subscribers at remote PMS.
(linked) sites, and Rnet delivers the mes-
sages according to the schedule you specify. MANUAL FAX
See also remote site; Rnet. Callers dial your organization’s telephone
number from their fax machine handset.
They monitor the progress of the call and
M when the voice messaging system answers,
they press the number for the fax extension.
MAILBOX They can leave a message for the fax
The voice messaging system stores mes- recipient before connecting to the fax
sages from callers in a subscriber’s mailbox. machine. See also automatic fax.
MAILBOX MERGE (PMS) MESSAGE GROUP

A special feature available when Hospitality A list of subscribers and/or guests to whom
is integrated with your property manage- a subscriber can send the same message.
ment system (PMS). If a hotel guest checks Any subscriber can be a member of any
out of one room and moves into another message group. Guests can only be mem-
room, the PMS integration can record the bers of private groups owned by their host
move and transfer the guest’s messages to subscriber. See also private message group;
the new room’s message box. The PMS open message group.
integration can also merge the mailboxes
of two occupied rooms.
M
MESSAGE NOTIFICATION MESSAGE WAITING INDICATOR

The voice messaging system can call A feature on a telephone such as an indica-
subscribers at any telephone number they tion light, a distinctive dial tone, or an LCD
specify when they have new messages. The display that lets subscribers know when
system can also activate pagers and mes- they have messages waiting.
sage waiting indicators.
MULTILINGUAL GUEST CONVERSATION
MESSAGE NOTIFICATION AT CHECKOUT (PMS) An optional feature of the Hospitality
A special feature available when Hospitality package. One or more additional languages
is integrated with your property manage- are installed on your system; hotel guests
ment system (PMS). When a guest checks may choose the language they wish to hear
out, hotel staff can check the PMS to make for guest messaging conversation. See also
sure the guest has received all messages. conversation; language choice.
MESSAGE STACK MULTILINGUAL INFORMATION SERVICE

The collection of new, unheard messages A Hospitality guest messaging service
listed by source in a subscriber’s mailbox. feature. You can create a multilingual
information service by building parallel
MESSAGE STORAGE BOX menus and announcements, with each
A Hospitality guest messaging service branch of the service in a different language.
feature. If a hotel guest checks out and has When guests select a language, they hear
any unheard messages, the system auto- the main menu in that language. See also
matically creates a message storage box for information service, hotel.
those messages. The extension ID and
personal ID are the same as the original MULTIPORT SERIAL BOARD
IDs; however they are preceded by an This board provides the additional COM
asterisk (*) and end with the date the ports (IRQs) necessary when installing a
message box was reset. serial telephone integration in addition to
the property management system integra-
tion. Install the multiport serial board to the
voice messaging system computer prior to
installing the PMS package.
GLOSSARY 267
N
N NORTH AMERICAN SMARTDIALING

An option available with the Active Fax
NEW MESSAGE package. The option allows you to limit
A message that has not yet been heard by what telephone numbers the system can
the recipient. See also archived message; dial to deliver fax-on-demand faxes, thus
old message. controlling long distance charges. Set up the
system to allow only local calls, only long-
NETWORK ACCESS distance calls within the home area code, or
An optional package that enables you to any long-distance call within the United
use an Internet browser, such as Netscape States and Canada. See also fax-on-demand.
or Internet Explorer, to access the voice
messaging console from a separate NUMBERED GROUP
computer. Message groups that are identified by a
three-digit group number instead of a
NIGHT GREETING name.
Plays during all days and times except those
specified in your day mode. NUMBERED GROUPS ID
To reach a numbered group, subscribers
NIGHT MODE must first press the numbered groups ID,
You can configure the system to handle then the three-digit group number.
calls differently during day mode and night
mode hours. You define the days and hours NUMERIC DIRECTORY ASSISTANCE
when each mode operates. For example, Numeric directory assistance allows callers
you might define day mode as the hours to identify a subscriber’s extension ID by
when your organization is open. All other pressing numbers to move through a
hours are assigned to night mode. See also directory of subscribers. You group sub-
holiday schedule; schedule. scribers by directory groups and directory
menus to set up this feature. See also
automatic directory assistance; directory
assistance; directory group; directory menu.
O
O OPERATOR BOX
A transaction box used exclusively for
OLD MESSAGE handling calls that go to your operator.
A message that has been heard, but not
deleted or archived. You decide how long OUTSIDE CALLER
old messages are saved. All old or archived An outside caller is an individual calling
messages must be saved each time they are from outside the voice messaging system.
heard or they will be deleted. See also This may also be referred to as an unidenti-
archived message; new message. fied caller. If a subscriber calls the system
and does not enter a personal ID, that
ONE-KEY DIALING subscriber is treated as an outside caller.
A method by which you allow callers to
press one touchtone to reach certain OVER-THE-TELEPHONE ENROLLMENT
system IDs. You can configure the system to play a
special enrollment conversation for new
ONE-WAY MESSAGE subscribers that lets them enroll themselves
A message left by an unknown caller. The in the voice messaging system the first time
recipient must dial the extension of the they call the system. See also console
caller in order to reply. See also two-way enrollment; enrollment conversation.
message.
OWNER
OPEN MESSAGE GROUP A subscriber or system manager who has
A message group to which all authorized control over a transaction box, voice detect
subscribers can send messages. Guests box, interview box, or message group is its
cannot be members of an open group. owner. If the owner is deleted, all transac-
tion boxes, interview boxes, private mes-
OPENING GREETING sage groups, guests, and fax boxes that he or
The greeting that callers hear when they she owns are also deleted. Only the owner
dial the main telephone number for your can record by telephone a greeting for a
organization. transaction box or voice detect box.
GLOSSARY 269
P
P PROPERTY MANAGEMENT SYSTEM

INTEGRATION FEATURES
PERSONAL ID If the Hospitality package is integrated with
A unique system ID that identifies a sub- your PMS, you may have special features
scriber or guest to the system. available in your guest messaging service.
The features’ availability depend on the
PERSONAL SECRETARY brand and version of your PMS. See also
If a subscriber is unavailable, the system automatic check-in and checkout; automatic
can route callers automatically to another guest messaging; automatic security code
extension, such as the subscriber’s secretary assignment; guest messaging disable;
or assistant, or it can play a menu of other mailbox merge; mailbox modification;
extensions that might be helpful to callers. message notification at checkout.
This mechanism is called the personal
secretary. PORT
A telephone line coming into the voice
PROPERTY MANAGEMENT SYSTEM messaging system.
INTEGRATION
An optional package that allows a property PREVIOUS REPORT
management system and a voice messaging Use the Previous Report screen to display,
system to transmit data to each other over a copy, or print reports you created earlier.
serial link. It works in conjunction with the This feature is useful when you display a
Hospitality package to provide automatic report on screen and later decide to print it.
hotel guest voice mailbox management. You can also use Previous Report to view or
print any text file without leaving the voice
messaging system console.
P–R
PRIVATE MESSAGE GROUP Q

A private message group allows only the
group’s owner to send a message to the QUICK OPTION MENU
group. An alternative to the Yes-and-No conversa-
tion, in which subscribers select menu
PROMPT options using touchtones.
A recording that is played at specific places
in the system conversation.
R
PUBLIC FAX BOX
The voice messaging system’s Public Fax RECEIPT
box provides fax detect, routing, and A record of a message one subscriber has
notification for incoming faxes. left for another.
PUBLIC INTERVIEW BOX RECORDED NAME

An interview box that handles callers who The system plays the recorded name of a
have not reached an operator or have not subscriber, guest, operator, or transaction
chosen any system ID. You may also choose box in prompts that require identification
to route other callers to this box. Messages of the source or destination of a message
collected here are public messages. or call. Also called voice name.
PUBLIC MESSAGES RELEASE

Messages collected in the Public Interview One of the three types of call transfer.
box or the operator box are public mes- The voice messaging system completes the
sages. These are distributed only to sub- transfer without checking whether the call is
scribers with public message access. answered or whether there is a busy signal.
See also await answer; wait for ringback.
GLOSSARY 271
R–S
REMOTE SITE (RNET) S

All offices in the Rnet system that are linked
to the local site are considered remote sites. SCHEDULE
The terms “local site” and “remote site” are Schedules determine how calls will be
relative, depending upon which voice handled at different times and/or different
messaging system you use as a point of days. You can define up to three different
reference. See also local site; Rnet. schedules for the system. In addition, you
can use Schedule 4, which remains in either
REPLY TIME day mode or night mode 24 hours a day.
The maximum time allowed to record an You can set up certain subscriber mailboxes,
answer to an interview box question. transaction boxes, or ports to function on a
particular schedule. See also holiday
RNET schedule; day mode; night mode.
The optional Rnet package enables an
organization to reduce the costs of exchang- SECURITY CODE
ing long distance voice mail with regional Subscribers can set a security code so that
offices, vendors, or customers. It links each no one else can access their message boxes.
office’s voice messaging system and allows If you have the Hospitality package, you can
the linked offices to send and receive voice also allow hotel guests to set a security
mail. Rnet uses telephone lines to deliver code.
messages; you can schedule message
delivery during lower rate hours. SERIAL TELEPHONE INTEGRATION
A feature that allows a telephone system
to communicate with voice mail through a
serial cable. Information typically transmit-
ted includes forwarded and direct call IDs,
and message waiting notifications.
S
SERVICE ANNOUNCEMENT (HOSPITALITY) STATION NUMBER (EXTENSION NUMBER)

You can incorporate service announce- The number used by the telephone system
ments for local businesses in your hotel to identify a particular physical extension.
information service whereby the businesses Same as extension number.
sponsor one or more announcements. The
announcements can also offer callers a SUBSCRIBER
direct-dial option to a business. See also Anyone enrolled in the voice messaging
direct-dial option. system is a subscriber. See also guest;
system manager.
SINGLE-EXTENSION ACCESS
A feature in Active Fax whereby callers can SUBSCRIBER’S PERSONAL GREETING
use a single extension number to leave The greeting callers hear when they reach a
either fax mail or voice mail for a subscriber. subscriber’s voice mailbox. See also alter-
nate greeting; internal greeting.
SPELLED-NAME GROUP
Message groups that are identified by a SWITCH
name that begins with three letters instead The telephone system is sometimes called
of three numbers. To reach a spelled-name the switch.
group, subscribers select the group by
spelling its name on the telephone keypad. SYSTEM GREETINGS
When callers first reach the voice messaging
SPONSORSHIP (HOSPITALITY) system, they hear the opening greeting. If
An opportunity for local businesses to place you use schedules, you can have two
announcements or advertisements in a opening greetings. The day greeting plays
hotel information service. You can set up during the days and times you have desig-
several levels of sponsorship—complete nated as normal business hours. The night
service, branch, service, or service with greeting plays during the days and times
direct-dial—to structure your advertisement outside of those specified in the day
fee schedule and allow businesses to schedule.
choose the level of visibility they want.
See also information service; service
announcement.
GLOSSARY 273
S–T
SYSTEM ID T
You assign a unique system ID for each
subscriber, guest, interview box, transaction TABLE TENT (HOSPITALITY)
box, voice detect box, fax box, directory A stand-up brochure that gives guests easy-
group, and directory menu. System IDs can to-use instructions for their hotel voice
include numbers, letters, or symbols. mail. Place table tents in the hotel guest
rooms, next to the telephone.
SYSTEM MANAGER
The individual in an organization who TEXT MESSAGE NOTIFICATION
sets up and maintains the voice messaging A feature of the PMS Integration package.
system. The system manager typically sets Hotel guests receive a voice message stating
default options, adds and removes sub- that they have written messages or packages
scribers, controls access to certain parts of at the front desk.
the system, trains operators, and backs up
the system data. See also installer; sub- TOUCHTONE
scriber. Push-button telephones or push-button
telephone keys, or the sound they make.
SYSTEM MANAGER CONVERSATION
The collection of prerecorded prompts, TOUCHTONE CALL HOLDING
questions, choices, and menus that the Allows callers to choose whether or not to
system plays to the system manager to hold by pressing a touchtone.
allow the system manager to maintain
the system. TRANSACTION BOX
A type of box that you use to set up call
routing, create menus, or provide audiotext
announcements. See also voice detect box;
interview box; Operator box; Public Inter-
view box.
T–U
TRANSFER U
A physical connection of a call to a particu-
lar telephone. URGENT DELIVERY
A message delivery process in which the
TRANSFER-GREETING-ACTION voice messaging system calls subscribers to
The three-part sequence by which every call notify them of new messages only when an
routed to a message box is handled. Trans- urgent message has arrived. One of three
fer determines if and how to physically types of message delivery methods. See
connect a call to the destination telephone. also batch delivery; each delivery; message
If the transfer does not occur or the call is notification.
not answered, the greeting plays recordings
and offers new options to the caller. After URGENT MESSAGE
the greeting, the action is what the system An urgent message is a message the caller
does next, for example, takes a message or has marked urgent. Urgent messages are
says good-bye. listed first in a recipient’s message stack.
TWO-WAY MESSAGE URL

When both the sender and the recipient of a Uniform Resource Locator. The
message are enrolled on the voice messag- string of characters (for example,
ing system, the recipient can immediately http://www.activevoice.com) that
reply to a message when prompted to do so describes the access method and the
by simply staying on the line. See also one- address of a resource on the Internet.
way message.
USAGE REPORTS
Run these reports to see how much the
voice messaging system is being used
hour by hour. Create a usage report for an
individual subscriber, guest, extension ID,
system ID, or the entire voice messaging
system. You can display the information
in a bar graph or table format.
GLOSSARY 275
V–W
V VOICE FIELD
You record prompts, recorded names, or
VIRTUAL SUBSCRIBER greetings in voice fields.
You can create a virtual subscriber to serve
as the owner of a collection of transaction VOICEMATE
boxes and/or message groups that you do VoiceMate® is a voice messaging system
not want to connect to a particular indi- that comes with all necessary hardware and
vidual in your organization. Using virtual software preinstalled.
subscribers helps ensure that important
boxes and groups are not inadvertently VOICE NAME
deleted. Recorded name. The system plays the
recorded name of a subscriber, guest,
VOICE DETECT operator, or transaction box in prompts
With voice detect, the voice messaging that require identification of the source
system listens for spoken sounds, not or destination of a message or call.
touchtones. See also recorded name.
VOICE DETECT BOX

A kind of transaction box that allows callers W
to make choices or respond to prompts by
saying “Yes” or by remaining silent for “No.” WAIT FOR RINGBACK
One of three types of call transfer. The voice
VOICE DETECT CALL HOLDING messaging system waits for an extension to
Allows callers to choose to hold by saying ring a certain number of times before
“Yes” rather than by pressing touchtones. transferring the call. See also await
answer; release.
Index
INDEX 277
Index
A alternate greeting 56
Action AMIS standard
defined 40 Rnet 247
Transfer-Greeting-Action sequence Application Setup screen 16
40, 60, 62 archived call log reports
Active Fax downloading, using Automatic Rep Log
automatic delivery of fax mail 235 Collection 154
customizing fax mail for subscribers 234 extracting, using Automatic Rep Log
fax mail defaults 234 Collection 155
fax-on-demand tips 217 archiving messages 64
features 215 Audio Messaging Interchange
hiding documents in the library 219 Specification (AMIS) 247
planning your fax library 218 audiotext defined 31
routing outside callers to fax library 220 auto-apply feature 25
setting up single-extension access 236 Automated attendant
single-extension access 236 and opening greeting 42
special purpose fax boxes 238 defined 30
speed-dial keys 217 automatic delivery
training subscribers to use fax mail 239 fax mail 235
voice annotation for fax mail 235 Automatic Directory Assistance 50
See also Fax library configuration Automatic faxes 66
Active Fax reports Automatic Rep Log Collection
Activity Report 244 downloading archived call log reports 154
Call log 244 extracting archived call log reports 155
Fax Library Document Report 244 Automatic routing option
Local Exchanges Report 244 routing outside callers to the fax library 221
North American SmartDialing 244
using to evaluate fax mail use 244
B
using to evaluate fax-on-demand use 244
backing up data 134
Activity Report 244
bar graph reports 148
adapting Rnet to meet your organization’s
booklets, training 76
needs 246
boxes
adding a remote site
and system IDs 33
Rnet 247
description 167
adding documents to the fax library 226
interview 39
adding new Rnet sites 247
Operator 39
advertising
Public Interview 39
fax-on-demand 216
transaction 39, 113
See also business announcement
voice detect 39
ALL message group 59, 111
B–C
browser call routing

auto-apply feature 25 and Personal Secretary 62
real-time status 14 Transfer-Greeting-Action sequence
building the system 38 40, 60, 62
business announcement call transfer. See transfer
direct dial 208 callers, identifying 61
getting started 209 catalog of faxes in fax library
level of sponsorship 208 creating 228
ownership of 210 changing the fax library menu 230
remote recording of 210 changing the fax port status
system enrollment 208 to add documents to the fax library 227
training for 210 changing the standard fax library menu 230
using voice messaging for 208 choosing a menu item 16, 18, 19, 20, 21
Busy Ports report 150 clock 12
buttons codes for prompt sets 161
help 22 collect caller information 68
reset 20 combining features 46
save 20 configuring fax-on-demand
search 21 special applications 218
toolbar 22 tips 218
tips for large libraries 218
tips for small libraries 218
C
console
call activity
links to screens 16
Active Fax reports 244
shortcuts to screens 16, 18, 19, 20, 21
viewing 142
signing in 13, 15
call handling 48
console screens
faxes 66
described 2
setting up 41
navigating 22, 24
subscriber 86
constant message count
unanswered calls 61
described 92
Call Handling screen 16, 38
disable 104
call holding 54
information displayed 92
and voice detect 42, 71
refresh interval 104
customizing 55
content
call information, storing 141
fax catalog 228
Call log 244
contents summary
Call Log report 146
fax mail cover sheet 241
conversation, system manager
questions 106
INDEX 279
C–E
cover sheet system manager name 14

contents summary 241 voice fields 167, 169
creating a custom fax mail 240 default cover sheet logo
creating a custom fax-on-demand 232 replacing in fax mail 242
custom logo for fax-on-demand 219 deleting documents from the fax library 226
logo 241 delivery information
removing the logo 243 fax mail cover sheet 240
replacing the default in fax mail 242 description boxes 167
restoring, to fax mail 243 dialing outside numbers
subscriber and delivery information 240 Rnet 248
tips 233 direct dialing option
custom cover sheet routing outside callers to the fax library 220
fax mail 240 directing returned Rnet messages 251
fax-on-demand 232 directory assistance
custom logo automatic 33
fax-on-demand cover sheet 219 numeric 33, 50
faxing to the fax library 242 reports 146
planning 218 spelled 50
custom logo specifications training 78
Group 3 TIFF file 241 directory of subscribers 50
size limitations 241 directory reports 146
tag image file format 241 dispatching groups 59
TIFF file, Group 3 241 display phones
customizing fixed function keys 100, 101
personal fax mail 234 soft keys 94, 100, 101
prompts 164, 168 See also Visual menus
system conversation 160 document numbers
voice messaging system 46 fax-on-demand 225
DOS, starting system from 12
downloading archived call log reports
D
Automatic Rep Log Collection 154
data, backing up 132, 134
day greeting 56
day hours defined 148 E
day mode 38, 48 easy message access
default hotel guest 190
fax mail 234 editing messages 60
settings, subscriber 108 educating callers and subscribers. See Training
system IDs 34 enrolling subscribers and guests 108
E–F
etiquette, voicemail 82 fax library menu

extracting archived call log reports changing the standard menu 230
using Automatic Rep Log Collection 155 replacing the standard menu 231
fax library submission
fax port status 227
F
fax logo
Fax box, Public 66
faxing to the fax library 242
fax boxes
See also custom logo
special purpose 238
fax mail
fax catalog
creating a custom cover sheet 240
content 228
custom cover sheet 240
length 228
customizing for subscribers 234
typeface 228
defined 215
Fax catalog
removing the cover sheet logo 243
creating 228
replacing the default cover sheet logo 242
Fax IDs 67
restoring the default cover sheet logo 243
Fax libraries
setting up single-extension access 236
adding documents 226
single-extension access 236
appending pages to documents 226
special purpose fax boxes 238
configuring large libraries 218
training subscribers 239
configuring small libraries 218
using Active Fax reports to evaluate use 244
configuring special applications 218
fax mail cover sheet
deleting documents 226
contents summary 241
faxing your custom logo to the fax library.
logo 241
See custom logo
subscriber and delivery information 240
one-key dialing 218
fax mail defaults 234
planning 218
fax mail options
replacing documents 226
automatic delivery 235
routing outside callers 220
voice annotation 235
transaction boxes 218
fax port status
fax library configuration
fax library submission 227
how callers will reach the library 219
fax-on-demand
how to number documents in the library 219
adding documents to the fax library 226
whether library will be for public or
advertising tool 216
internal-only use 219
appending pages to documents in the fax
whether to create a catalog 219
library 226
whether to name your service 219
automatic routing option 221
whether to use a custom logo 219
building expanded fax library menus 224
Fax Library Document Report 244
changing the fax library menu 230
changing the fax port status 227
INDEX 281
F–H
fax-on-demand, continued features

changing the standard fax library menu 230 combining 46
configuring with one-key dialing 222 subscriber control of 86
creating a custom cover sheet 233 follow-up training 81
creating a fax catalog 228
custom cover sheet 232
G
custom logo for cover sheet 219
Getlogs. See Automatic Rep Log Collection
defined 215
glossary, online 26
deleting documents from the fax library 226
graphical user interface 2
direct dialing option 220
greetings
document numbers 225
defined 40
fax catalog 219
etiquette of 82
faxing hidden documents from the
fax-on-demand 225
console 219
opening 42, 56
greeting 225
Transfer-Greeting-Action sequence
hiding documents in the library 219
40, 60, 62
information necessary for use 217
types of 56
integrating with voice messaging system 222
with one-key dialing 53
one-key dialing 220, 225
Group 3 TIFF file
one-key dialing for large libraries 218
custom logo specifications 241
planning your fax library 218
groups
promoting your services 216
directory 33
replacing documents in the fax library 226
message 111
replacing the standard fax library menu 231
Groups screen 16
routing outside callers to fax library 220
guest directory. See hotel guest directory
speed-dial keys 217
guests 36
submenus 224
adding 108
system IDs 225
identifying 32
tips 217, 221
removing 110
transaction boxes 218
using Schedule 4 to ensure 24-hour
availability 224 H
using Active Fax reports to evaluate use 244 handling calls. See call handling
faxes hard disk
automatic 66 failure 136
manual 66 storing prompts on 171
routing 66 Help, Online 26, 27
faxing hidden documents from the console 219 hidden system IDs 34, 67
faxing your custom logo to the fax library 242 hiding fax-on-demand documents 219
H–J
Hold feature 54 expanding 204

See also call holding maintenance of 213
holiday greeting 56 menu 198
hospitality features 176 multilingual 212
hotel guest. See hotel guest: setup planning for 196
check out 188 routing guests to 202
default ID 186 scheduling 198
default settings setup 194
direct call transfer 206 speed dial keys 202
direct operator access 205 submenu 198
easy message access 190 transaction box, changing 198
forgotten security code 191 transaction box, name of 198
front desk card 190 transaction box, owner of 198
Help setup 205 transaction box, system ID for 198
menu routing 205 hotel staff
message box setup 186 training 192
message retrieval 184, 190
message waiting indicator 190
I–J
name display 186
identifying callers 61
personal ID 186
identifying prompt numbers 165
report 193
identifying subscribers and guests 32
reset security code 191
information
resetting mail boxes for 188
collecting 68
setup 177
storing 141
subscriber status 177
information service. See hotel information
table tent card 184
service
voice messaging enrollment 184
integrating fax mail and voice mail
voice messaging training 184
single-extension access 236
hotel guest directory
integrating fax-on-demand and voice
guest names 180
messaging 222
system ID 180
internal system IDs 34
transfer to 180
internal system IDs 67
direct operator access 205
interview boxes 39
Help setup 205
interview boxes
menu routing 205
identifying 32
hotel information service
uses of 68
error handling 196
evaluation of 214
INDEX 283
K–O
K message groups
keypad map, changing 116 adding 111
keys, Panasonic display phones. See Display changing and removing 112
phones creating 58
keys, touchtone 90 message lamp. See message waiting indicator
message retrieval
hotel guest 190
L
message waiting indicator
list of subscribers 146
hotel guest 190
local connect mode
Multisite Messaging. See Rnet
and new prompts 172
multilingual
recording in 84
guest conversation 181
Local Exchanges Report 244
guest conversation, changing 181
local sites
hotel information service 212
Rnet 246
music-on-hold 44
logging in. See signing in
logo. See custom logo
fax mail cover sheet 241 N
long-distance charges name display
reducing, using Rnet 246 hotel guest 186
new prompts, recording 172
night greeting 56
M
night hours defined 148
mailboxes
night Mode 38, 48
after-hours access 42
North American SmartDialing
deleting and resetting 110
Active Fax reports 244
maintenance
notification of message 63
backing up 132, 134
Numeric Directory Assistance 50
manual faxes 66
maximum message length 60
menu item, choosing 16, 18, 19, 20, 21 O
message one-key dialing
message taking 60 configuring large fax libraries 218
notification 63 fax-on-demand 222, 225
playback 88 in opening greeting 42
types of 88 routing callers quickly 52
urgent 60, 89 routing outside callers to the fax library 220
waiting indicator 63 setting up 223
message box transaction boxes 122
hotel guest 186 one-key dialing features
alternative to holding 222
O–P
alternative to leaving a message 222 PMS

fax documents at the end of guest check-in 182
interview box 222 guest checkout 182
fax documents during announcements and guest messaging 182
greetings 222 guest security code assignment 182
one-way message 88 mailboxes 182
Online Help undo a transaction 182
described 26, 27 ports
exiting 27 determining load on 150
using 22 resetting 12, 15
open message groups 58 status of 12, 15
opening greeting previous data, restoring over 137
customizing 42 Previous Report screen 152
prerecorded greeting 42 private message groups 58
transaction box 42, 43 promoting your services
using effectively 56 fax-on-demand 216
Operator box 39 prompt disk
operators, training 79 defined 161
outside callers prompt number
defined 36 defined 161
routing to fax library 220 identifying 165
outside numbers prompt priorities 169
dialing from Rnet 248 prompt sets
overwriting previous data 137 defined 161
field 171
prompts
P
copying 168
Panasonic display phones. See display phones;
customizing 164, 168
visual menus
defined 160
password, subscriber and guest. See security code
disks 161
personal greetings 56
editing 167
personal ID
etiquette of 82
hotel guest 186
filenames 171
of guests 109
multilingual 168
subscriber 87
music-on-hold 44
vs. security code 87
phrase name 160, 164
personal secretary 62
recording 84, 164,172
phrase name 160, 164
planning your fax library 218
INDEX 285
P–R
prompts, continued Replay

standard 84 new system functionality 5
stored on hard disk 171 new voice mail features 4
storing on hard disk 171 Replay Plus
text 164 new system functionality 8, 9
unnumbered 173 replying to Rnet messages 251
voice field 167, 169 reports
property management system. See PMS Activity Report 244
Public Fax box 66 all extensions 146
Public Interview box 39, 69 bar graph 148
public message access 69 Busy Ports 150
Call Log 146, 244
creating 140
Q
directory 146
QP 170
Fax Library Document Report 244
quick keys 86
file names listed 152
quick option menus
Local Exchanges Report 244
setting up 86
previously created 152
training 78, 81
run 140
Quick Play 170
table format 148
text files 152
R usage 148
real-time port status using Active Fax reports to evaluate
browser capabilities 14 fax mail use 244
recording using Active Fax reports to evaluate fax-on-
prompts 84, 164, 172 demand use reports 244
recovering data 133, 136 hotel guests 193
reducing long-distance charges pending wake-up calls 179
using Rnet 246 wake-up call failures 179
remote sites wake-up call log 179
adding, for Rnet 247 Reports screen 16
Rnet 246 reset button 20
sending a message 250 resetting ports 12
using Rnet to communicate restoring data 133, 136
See also Rnet restoring the default fax mail cover
removing the fax mail cover sheet logo 243 sheet logo 243
replacing documents in the fax library 226 retrieving messages 88
replacing the default fax mail cover retrieving Rnet messages 251
sheet logo 242
replacing the standard fax library menu 231
R–S
returned Rnet messages S

directing 251 Save button 20
reviewing messages 60 saving messages 64
Rnet schedules
adapting, to meet your organization’s customizing 48
needs 246 holidays 48
adding a remote site 247 Schedule 4 49
adding new sites 247 setting 48
AMIS analog standard 247 transaction boxes 122
dialing outside numbers 248 scheduling message delivery
directing returned messages 251 using Rnet to reduce long-distance
exchanging long-distance voice charges 246
messages 246 Screen Menu 16, 17
linking offices 246 links to console screens 16
local sites 246 screens
reducing long-distance charges 246 application setup 16
remote sites 246 call handling 16, 38
replying to messages 251 groups 16
retrieving messages 251 moving around on 18, 19, 20, 21
returned messages 251 navigating 22, 24
sending a message 250 options 20
special characters for dialing outside reports 16
numbers 248 Search feature 21
tips 246 Sign-In 15
training subscribers 250 subscreens 19
using to communicate with remote sites 245 subscribers and guests 16
See also Rnet telephone system setup 16
routing callers titles of 19
tips 221 voice prompts 16
routing calls Secretary, Personal 62
fax 66 security codes
one-key dialing 52 explained 87
with Personal Secretary 62 hotel guest 191
with transaction box 38 security sign out 15
routing outside callers to fax library 220 selecting options
routing outside callers to fax-on-demand 16, 18, 19, 20, 21, 22, 23, 24, 25
automatic routing option 221 sending an Rnet message 250
direct dialing option 220 setting up one-key dialing 223
one-key dialing option 220
INDEX 287
S
setting up single-extension access 236 enrolling 85, 108

editing subscriber’s personal voice and fax hotel guest as a 177
mail settings 236 removing 110
transaction boxes 237 security code 87
setting up your system 30 subscriber and delivery information
shortcuts to console screens 16, 18, 19, 20, 21 fax mail cover sheet 240
shutting down the system 12, 15 subscriber training
Sign-In screen 15 Rnet 250
signing in 13 subscribers
signing out adding 108
automatic 15 creating list of 146
single-extension access directory of 50
editing subscriber’s personal voice and fax identifying 32
mail settings 236 training 78
integrating fax mail and voice mail 236 Subscribers and Guests screen 16
setting up 236 summary of contents
transaction boxes 237 fax mail cover sheet 241
sound files 161 system conversation
special characters for dialing outside numbers and call holding 54
Rnet 248 customizing 160
special-purpose fax boxes 238 defined 160
speed-dial keys system expansion
fax-on-demand 217 planning 120
spelled name group 111 using transaction boxes 119
spoken responses, recognition of 53 system IDs
standard fax library menu and one-key dialing 52
changing 230 default 34
replacing 231 fax-on-demand 225
standard prompts 84 hidden 34, 67
status of fax ports internal 34, 67
Fax Library Submission 227 list of types 33
storing messages 64 system manager
submenus default sign-in name 14
for fax-on-demand 224 training 80
subscreens 19 system performance
subscriber maximizing 179
control of features 86 system settings, changing 106
conversation 86 system setup 30
default settings 108
T
T training
TAB key, using 16, 18, 19, 20, 21 booklets 76
table reports 148 customers and frequent callers 42, 82
tag image file format etiquette 82
custom logo specifications 241 follow-up 81
taking messages 60 hotel staff 192
telephone system operators 79
without touchtone 70 planning 74
Telephone System Setup screen 16 subscribers 78
testing training subscribers
transaction boxes 128 Rnet 250
text files, viewing 152 to use fax mail 239
text, typing 22, 23, 24, 25 transaction boxes
TIFF file adding 113
custom logo specifications 241 building expanded fax library menus 224
tips call holding, activating 55
configuring fax-on-demand 218 changing and removing 114
creating a custom fax-on-demand creating 124
cover sheet 233 defined 38
creating a fax catalog 229 expanding your system with 119
fax-on-demand 217, 221 fax-on-demand 218
routing outside callers to fax-on- greetings 57, 126
demand 221 identifying 32
routing outside callers to transaction one-key dialing 52, 122
boxes 221 opening greeting 42
using Rnet 246 permanent 113
tips for building expanded fax library menus schedules 122
record a confirmation for the caller 224 setting up one-key dialing 223
reserve touchtone 0 for the operator 224 system expansion plan 120
reserve touchtone 9 for the main menu 224 system IDs 124
use Schedule 4 to ensure 24-hour testing 128
availability 224 worksheet 124
toolbar transfer
buttons 22 answering transferred calls 79
location of 19 defined 40
Toolkit Personal Secretary and 62
backup and restore tools 132 Transfer-Greeting-Action sequence 40, 60, 62
touchtone keys 42, 90 troubleshooting
wake-up calls 179
INDEX 289
T–Z
two-way message 88 message list 95

typeface train subscribers 102
fax catalog 228 See also Constant message count
voice annotation
fax mail 235
U
voice detect
unanswered calls, handling 61
and opening greeting 42
unauthorized use, preventing 87
application of 70
unnumbered prompts 173
boxes 53
unused voice mailboxes 85
voice detect boxes
updating Replay
defined 39
new voice messaging features 4
identifying 32
reconfigure greeting keys 43
voice field
transaction box limit 43
default 167, 169
updating Replay Plus
locating 166
new features 8, 9
voice mail
opening greeting transaction box, adding 43
defined 31
upgrading the hard disk 12, 13, 14, 15
voice messaging system
urgent messages 60, 89
customizing 46
usage report 148
integrating with fax-on-demand 222
users
setting up 31
defined 36
shutting down 15
using Active Fax reports
signing in 13, 15
to evaluate fax mail use 244
starting 12
to evaluate fax-on-demand use 244
voice prompts screen 16
using Rnet
tips 246
to communicate with remote offices 246 W–Z
using transaction boxes to build expanded fax wake-up call
library menus 224 management of 179
maximizing system performance 179
port setup 179
V
reports 179
Visual menus
retries 178
access messages 94, 95
settings 178
access options 100, 101
troubleshooting 179
and system conversation 94, 96
unanswered 178
available options 94, 98, 99, 100
worksheet
disable 103
system expansion using transaction
information displayed 92
boxes 124

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1 On the File Menu, click “Print.”

Printing time is approximately 30 minutes.

Copyright © 1997 Active Voice Corporation. All rights

Active Voice, Replay, and VoiceMate are registered

The entire program and user interface including the

Protected by one or more of the following United States

Active Voice Corporation

USING THIS GUIDE v

Using this guide ..................................... v Allowing callers to hold for

What you need to know about CHAPTER•5

your system ....................................... 29 Training users .................................... 73

What do you want CHAPTER•6

the system to do? ............................. 45 Using visual menus on Panasonic dis-

vi SYSTEM MANAGER’S GUIDE REPLAY 3.0 • REPLAY PLUS 6.70 / 6.71

Explaining the integration options C H A P T E R • 10

to subscribers ..................................... 102 Using reports to assess

message groups ................................. 112 Changing the system

Telling hotel guests about Integrating fax-on-demand

If you are updating Replay Plus ........................... 8

IF YOU ARE UPDATING FROM A PREVIOUS VERSION 1

2 SYSTEM MANAGER’S GUIDE REPLAY 3.0 • REPLAY PLUS 6.70 / 6.71

The new product documentation now

System Manager’s Guide

IF YOU ARE UPDATING FROM A PREVIOUS VERSION 3

Replay 3.0 supports two- and four-port

New voice messaging features

Voice mail Automated attendant and Optional packages

4 SYSTEM MANAGER’S GUIDE REPLAY 3.0 • REPLAY PLUS 6.70 / 6.71

New system functionality Direct Connect replaces technician’s

IF YOU ARE UPDATING FROM A PREVIOUS VERSION 5

Improved system manager conversation Earlier software versions required a

6 SYSTEM MANAGER’S GUIDE REPLAY 3.0 • REPLAY PLUS 6.70 / 6.71

Improved local connect method

IF YOU ARE UPDATING FROM A PREVIOUS VERSION 7

In addition to the new console interface System manager conversation

8 SYSTEM MANAGER’S GUIDE REPLAY 3.0 • REPLAY PLUS 6.70 / 6.71

Improved local connect method

IF YOU ARE UPDATING FROM A PREVIOUS VERSION 9

Using online Help ................................................ 26

USING THE SYSTEM CONSOLE 11

The voice messaging system begins to run

12 SYSTEM MANAGER’S GUIDE REPLAY 3.0 • REPLAY PLUS 6.70 / 6.71

To access the voice messaging system from an

1 On a separate computer, start a session

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When you select an option or menu item, a

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Each screen in the console follows the

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The top of each screen

At the top of each scr een is the scr

When a screen has several subscreens

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Use your mouse or press the TAB

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The search feature

Some select lists fill mor

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Toolbar buttons and what they do