Nortel P0911621 - Manuals

6 Contents Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02 Chapter 11 Recording a call 79 Introduction 79Using Call Record 79 Chapter 12 Enterprise Edge Voice Messaging Tips 81 Introduction 81Enterprise Edge Voice Messaging Tips 81 Chapter 13 Troubleshooting 83 Introduction 83 ...

P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide How to use this guide Introduction Use the Enterprise Edge 2.0 Voice Messaging Reference Guide with the Enterprise Edge 2.0 Voice Messaging Quick Reference Guide. The Enterprise Edge 2.0 Voice Messaging Reference Guide gives you d...

8 How to use this guide Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02 Conventions and symbols used in this guide The following conventions and symbols are used for describing features and their operation: Prerequisites If you are a new user, make sure you are familiar with ho...

P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide Using Enterprise Edge Voice Messaging Introduction Enterprise Edge Voice Messaging works with the Enterprise Edge system to provide an automated receptionist service. Enterprise Edge Voice Messaging answers incoming calls, routes ...

10 Using Enterprise Edge Voice Messaging Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02 Enterprise Edge two line display telephones Enterprise Edge two line display telephones show you Enterprise Edge Voice Messaging commands and options. All system administration tasks, such ...

Using Enterprise Edge Voice Messaging 11 P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide Enterprise Edge ATA 2 You cannot use a telephone attached to an Enterprise Edge ATA 2 for Enterprise Edge Voice Messaging System Administration tasks. There is no Message Waiting Notificati...

12 Using Enterprise Edge Voice Messaging Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02 For instance, the following display shows the Name: command line prompt: When you begin to enter the last name, the Name: command line prompt disappears. For example, if you enter the name ...

Using Enterprise Edge Voice Messaging 13 P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide Automated Attendant The Automated Attendant acts as a receptionist for incoming calls. When enabled, the Automated Attendant answers your company’s incoming telephone lines depending on the...

14 Using Enterprise Edge Voice Messaging Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02 Guest mailbox Guest mailboxes provide temporary employees and guests with access to internal messaging and call routing features. Guest mailboxes do not have an operating extension. They ar...

P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide Setting up your mailbox Introduction This chapter shows you how to set up your mailbox and describes the following topics: • Initializing your mailbox • Opening your mailbox • Mailbox Password • Company Directory • Assigning a Tar...

16 Setting up your mailbox Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02 Initializing and opening your mailbox for the first time To initialize and open your mailbox for the first time: After your mailbox is initialized, record your Personal mailbox greetings. If you do not r...

Setting up your mailbox 17 P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide Opening your mailbox You can open your mailbox from: • your own extension • another Enterprise Edge Voice Messaging extension • an outside telephone (as shown in Opening your mailbox remotely ) Opening a...

18 Setting up your mailbox Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02 Mailbox Password Your password is from four to eight digits long and cannot start with zero. When you initialize Enterprise Edge Voice Messaging, the default mailbox password is four zeros (0000). You ar...

Setting up your mailbox 19 P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide Company Director y The Company Directory is a list of mailbox owners on the Enterprise Edge Voice Messaging system. Before you can use your mailbox to receive messages, you must record your name in the C...

20 Setting up your mailbox Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02 Assigning a Target Attendant The person that you assign to answer your telephone is your Target Attendant. After you assign your Target Attendant, a caller who reaches your mailbox can press ‚ to speak w...

P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide Feature codes and mailbox options Introduction This chapter describes the Enterprise Edge Voice Messaging feature codes and mailbox options including: • Feature codes • Programming a memory button with a feature code • Mailbox opt...

22 Feature codes and mailbox options Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02 Note: If a caller who is leaving a message in a mailbox is interrupted, the part of the message that is recorded before the interruption remains in the mailbox. Delete this message. If Off-prem...

Feature codes and mailbox options 23 P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide Mailbox options To access the main mailbox menu, refer to the table Main Mailbox menu and options on page 23. The main mailbox menu options are described in the table Main Mailbox options on pa...

P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide Greetings Introduction This chapter describes mailbox greetings and how to record them. This chapter includes: • Types of mailbox greetings • Recording a Primary or Alternate mailbox greeting • Choosing a Primary or Alternate mail...

Greetings 27 P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide Information mailbox greetings Information mailboxes greetings provide messages and announcements to callers. A caller is automatically disconnected after listening to an Information mailbox greeting. Information mailb...

28 Greetings Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02 To record your Primary or Alternate mailbox greeting: 1. Press ƒ ·°⁄ to open your mailbox. 2. Enter your mailbox password and press OK or £ . Note: If you record a mailbox greeting from a telephone that has not been a...

Greetings 29 P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide Choosing a Primar y or Alternate mailbox greeting Primary mailbox greeting You record a Primary mailbox greeting after initializing your mailbox. If you record a Primary and an Alternate mailbox greeting, you need to ...

30 Greetings Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02 Note: If you choose a greeting that is not yet recorded, you are transferred back to the greeting options menu to record the greeting. Recording a Personalized mailbox greeting If your company subscribes to a CLID ser...

Greetings 31 P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide Deleting a Personalized mailbox greeting If you program Enterprise Edge Voice Messaging with a Personalized mailbox greeting that you no longer need, you can delete the Personalized mailbox greeting. To delete a Perso...

32 Greetings Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02 Recording an Information mailbox greeting Before you record an Information mailbox greeting, you must determine what the greeting includes. As you prepare your greeting, be sure to include important times and dates. W...

P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide Accessing your messages Introduction This chapter describes accessing your messages and explains the following related topics: • Receiving calls • Enterprise Edge Voice Messaging Never Full mailbox feature • Listening to your mail...

34 Accessing your messages Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02 Listening to your mailbox messages To listen to your messages: A number of options are available to you during and after listening to a message. The table Listening to your mailbox messages shows the opt...

36 Accessing your messages Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02 Notes: 1. Because your mailbox has limited message storage space, delete any messages you no longer need. After a certain time period, your saved messages are erased automatically. Ask your System Admini...

Accessing your messages 37 P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide Call Screening Call Screening lets you determine who is calling before you accept the call. It applies only to external calls transferred from the Automated Attendant or from Custom Call Routing (CCR). S...

P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide Sending messages Introduction This chapter describes sending messages and explains: • Types of messages • About recording and sending a message • Using the Company Directory • Message delivery options • Recording and sending a mes...

40 Sending messages Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02 About recording and sending a message Messages can be recorded and sent using: • the Open Mailbox feature ( ƒ ·°⁄ ) • the Leave Message feature ( ƒ ·°‚ ) When you use the Open Mailbox feature, you open your per...

42 Sending messages Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02 Message deliver y options Enterprise Edge Voice Messaging gives you five message delivery options: • Normal • Certified • Urgent • Private • Timed Delivery Normal, Certified, and Private messages play in the or...

44 Sending messages Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02 Assigning message delivery options using the Leave Message feature To assign message delivery options using the Leave Message feature: Recording and sending a message using the Open Mailbox feature To record an...

Sending messages 45 P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide Recording and sending a message using the Leave Message feature To record and send a message using the Leave Message feature: 6. Enter the mailbox number or Group List number of the person or Group you want to ...

46 Sending messages Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02 Replying to messages You can reply to internal message senders and to external message senders. To reply to a message from an external message sender, your company must subscribe to Caller ID (CLID). Replying t...

Sending messages 47 P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide Replying to an external message sender You can reply to a message from an external message sender if your company subscribes to CLID. Before using the Reply option you must play the message. To reply to an exte...

48 Sending messages Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02 Forwarding a copy of a message to one or more recipients From the Main Mailbox menu you can forward a copy of a message during or after playing the message. When you forward a copy of a message to a mailbox, yo...

P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide Call Forwarding your calls Introduction This chapter shows the following ways that you can forward your calls: • Call Forwarding your calls to Enterprise Edge Voice Messaging • Setting up Call Forward remotely • Call Forward with ...

Call Forwarding your calls 51 P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide Call Forward on Busy overrides CLID If your Enterprise Edge telephone is assigned Call Forward on Busy, CLID information does not appear on the display. Call Forward on Busy is a feature that forwards...

P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide Transferring calls Introduction This chapter describes transferring calls and explains: • Transferring calls to an Enterprise Edge Voice Messaging mailbox • Transferring calls from your mailbox to the Operator • Transferring calls...

54 Transferring calls Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02 To transfer a call to a mailbox from your Enterprise Edge telephone: 1. Press ƒ ·°fl . Do not press ˙ because the call is put on hold automatically. 2. Enter the mailbox number or use the Company Directory by...

Transferring calls 55 P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide Transferring calls from your mailbox to the Automated Attendant To transfer to the Automated Attendant from your mailbox, press £ at the Main Mailbox menu. For more information, refer to Automated Attendant o...

56 Transferring calls Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02 Outbound Transfer You can set up Outbound Transfer to transfer a caller who reaches your mailbox to a number that you assign. A caller can use Outbound Transfer from any touch tone telephone, and you can dire...

Transferring calls 57 P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide To add special characters on an Enterprise Edge one line display telephone, refer to the table Adding special characters using an Enterprise Edge one line display telephone . Adding special characters using a...

58 Transferring calls Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02 Optimizing Outbound Transfer When Enterprise Edge Voice Messaging transfers a call to an external telephone number using Outbound Transfer, two lines are used. An incoming line connects a caller to a mailbox ...

Transferring calls 59 P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide Setting up Outbound Transfer to a phone number To set up Outbound Transfer to a phone number for the first time: Setting up Outbound Transfer to an extension To set up Outbound Transfer to an extension for th...

60 Transferring calls Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02 Changing the Outbound Transfer parameters To change the Outbound Transfer parameters: 5. Press ADMIN or ⁄ to set up Outbound Transfer. 6. Enter the destination extension and press OK or £ . 7. Press OK or £ t...

Transferring calls 61 P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide Turning Outbound Transfer on and off You can turn Outbound Transfer on or off at any time after you set it up. Turning Outbound Transfer off does not affect any of its assigned parameters. To turn Outbound Tr...

P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide Off-premise Message Notification Introduction This chapter describes how to set up and change Off-premise Message Notification and includes the following topics: • About Off-premise Message Notification • Setting up Off-premise Me...

64 Off-premise Message Notification Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02 Off-premise Message Notification parameters You can set up the parameters for Off-premise Message Notification from any touch tone phone. The parameters include: • destination type (telephone, e...

Off-premise Message Notification 65 P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide 8. Press OK or £ to accept the destination phone number. The <x> represents the phone number. Press ADD or ¤ to add special characters. For information, refer to Adding special characters ...

66 Off-premise Message Notification Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02 Setting up Off-premise Message Notification to an extension To set up Off-premise Message Notification to an extension for the first time: 1. Press ƒ ·°⁄ to open your mailbox. 2. Enter your mail...

68 Off-premise Message Notification Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02 Setting up Off-premise Message Notification to a pager number When you set up Off-premise Message Notification, you can add special characters to the destination pager number. For more informati...

Off-premise Message Notification 69 P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide 7. Enter the destination pager number and press OK or £ . 8. Press OK or £ to accept the destination pager number. The <x> represents the pager number. Press ADD or ¤ to add special charac...

70 Off-premise Message Notification Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02 Changing Off-premise Message Notification To change the parameters of Off-premise Message Notification refer to: • Changing Off-premise Message Notification parameters • Changing the destination...

Off-premise Message Notification 71 P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide 9. Press OK or £ to accept the destination number (represented by <x> ). Press ADD or ¤ to add special characters if the destination number is a phone or pager. For information, refer to A...

Off-premise Message Notification 75 P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide 12. Enter the time when Off-premise Message Notification is to stop. This is a four digit field. Any single-digit hour and minute must be preceded by a zero. 13. Press AM or ⁄ or PM or ¤ . 14. P...

Off-premise Message Notification 77 P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide Adding an Off-premise Message Notification destination number You can add another destination number if you have more than one destination number. To add an Off-premise Message Notification dest...

78 Off-premise Message Notification Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02 Turning Off-premise Message Notification on and off You can turn Off-premise Message Notification on or off at any time. If you turn Off-premise Message Notification off, you do not affect any o...

P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide Recording a call Introduction ƒ ·°· lets you record an active telephone call and put the resulting message in your mailbox. Before you activate the Call Record feature, ask the parties on the call for permission to record the call...

P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide Enterprise Edge Voice Messaging Tips Introduction This chapter contains some easy to follow guidelines to optimize using Enterprise Edge Voice Messaging. Enterprise Edge Voice Messaging Tips To take advantage of Enterprise Edge Vo...

P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide Troubleshooting Introduction This chapter describes some problems that can occur when you use Enterprise Edge Voice Messaging. This chapter includes a list of typical problems and what to do if they occur. The problems you encount...

84 Troubleshooting Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02 My name is not played in the Company Directory. Check to ensure that your mailbox is initialized. If it is not initialized, your name is not played in the Company Directory and your mailbox cannot receive any me...

Troubleshooting 85 P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide Outbound Transfer does not work. Ensure that you have recorded the correct instructions for callers in your personal greeting. In your greeting, tell callers to press ‡ to reach you. Refer to Outbound Transfer o...

P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide Appendix A: Default values and tone commands Default mailbox numbers for the General Delivery mailbox s If the Group List leading digit is one then the default General Delivery mailbox numbers begin with two. DTMF tone commands fo...

P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide Glossar y Administration The tasks involved in maintaining the Enterprise Edge Voice Messaging mailboxes, greetings and set up configuration. Alternate greeting A greeting recorded for a Personal mailbox and played on occasions su...

Glossary 91 P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide Group Lists A collection of mailbox numbers assigned to a special group name and number by the System Administrator. If a message is sent to a Group List, each mailbox in the list receives the same message. Guest mailb...

92 Glossary Enterprise Edge 2.0 Voice Messaging Reference Guide P0911621 Issue 02 Never Full mailboxes Your Enterprise Edge Voice Messaging mailbox is equipped with the Never Full mailbox feature, which lets an external caller leave a message in your mailbox, even if the mailbox is “full”. The messa...

Glossary 93 P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide Resetting passwords A System Administrator task that changes a mailbox password from its current setting back to the Enterprise Edge Voice Messaging default setting 0000 (four zeros). Special mailboxes The two mailboxe...

P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide Index A Activating Call Forward with Caller ID 49 Outbound Transfer 61 Adding special characters pause characters 69 to a destination number 56 Alert tone 50 Alternate greeting 26 , 81 choosing whether mailbox accepts messages 29 ...