Related Manuals for Lucent Technologies PARTNER Voice Messaging
Summary of Contents for Lucent Technologies PARTNER Voice Messaging
- Page 1 PARTNER® Voice Messaging PC Card Installation and Programming 585-322-706 Comcode 108520115 Issue 1 June 2000...
- Page 2 Copyright © 2000 by Lucent Technologies. All rights reserved. For trademark, regulatory compliance, and related legal information, see the copyright and legal notices section of this document.
- Page 3 Lucent Technologies does not warrant that this product is immune from or will prevent unauthorized use of common-carrier telecommunication services or facilities accessed through or connected to it.
- Page 4 Support Telephone Number In the continental U.S., Lucent Technologies provides a toll free customer helpline 24 hours a day. Call the Lucent Technologies Helpline at 1 800 628-2888 or your Lucent Technologies authorized dealer if you need assistance when installing, programming, or using your system. Outside the continental U.S., contact your local Lucent Technologies authorized representative.
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Page 5: Table Of Contents
PARTNER Voice Messaging Planning Forms ........ - Page 6 PARTNER Voice Messaging Installation and Programming Programming the Messaging System Overview ..............17 Assigning VMS Hunt Group Extensions (#505) .
- Page 7 Table of Contents Centralized Telephone Programming..........35 Manual VMS Cover (F15) .
- Page 8 PARTNER Voice Messaging Installation and Programming A Planning Forms Form 1: System Configuration and Mailbox Assignments ......45 Completing this form .
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Page 9: Getting Started
System Manager who is responsible for managing the system on an ongoing basis. The PARTNER Voice Messaging PC Card Release 3.0 is available in two versions, Release 3 Small (R3S) and Release 3 Large (R3L), to support a greater range of mailbox configurations (see “System Specifications,”... -
Page 10: System Services And Features
Figure 1. See Using PARTNER Voice Messaging for instructions for recording a personal greeting, listening to messages, transferring to another extension, changing a password, and changing Call Answer Mode (in Release 3.0 only). -
Page 11: Mailboxes
Getting Started Figure 1 summarizes the features associated with each service. PARTNER Voice Messaging PC Card Call Answer Service Automated Attendant Voice Mail Service Allows subscribers to: Prompts callers to leave a message Answers and routes call without Listen to messages the aid of a receptionist. -
Page 12: System Specifications
PARTNER Voice Messaging Installation and Programming System Specifications System Capacities and Factory Settings 2 voice channels (ports) - assigned extensions 78 and 79 Supported Configurations Release 2.0 supports a maximum of four mailboxes. R3S Configurations Number of Mailboxes Minutes of Storage per... -
Page 13: Voice Mail Service
Factory-set Selector code action: Direct Extension Transfer Factory-set Automated Attendant Menu Prompt: “Your call is being answered by PARTNER Voice Messaging. Please enter the extension number of the person you wish to reach. Or to reach the receptionist, press 0.”... -
Page 14: Security
Monitor your call reporting system records of outgoing calls to identify possible system abuse. You should also: Ask users to tell you if any of the following suspicious activity occurs: — Inability to log into PARTNER Voice Messaging. — Lost mail messages or altered greetings. — Inability to get an outside line. -
Page 15: Initial Preparation
Initial Preparation Overview To prepare for voice messaging system installation and programming: Review voice messaging service interactions with communications system features. Complete the necessary communications systems forms. Complete the necessary voice messaging system forms. System Interactions The tables in this section identify the communications system features that interact with the voice messaging system. -
Page 16: Interactions With Automated Attendant Service
PARTNER Voice Messaging Installation and Programming Interactions with Automated Attendant Service Table 1 summarizes the communications system features for which you must choose settings if Automated Attendant Service (AA Service) will be used. Table 1. Communications System Features Affecting Automated Attendant Service... -
Page 17: Automated Attendant Service Scenarios
Set VMS Hunt Schedule (#507) to Always. c. Set VMS Hunt Delay (#506) to Immediate. d. Set Automatic Extension Privacy (#304) to Assigned for each PARTNER Voice Messaging extension. (When VMS Hunt Delay is set to Immediate, you can use this feature to prevent users from accidentally picking up calls sent to the voice mail system.) -
Page 18: Interactions With Call Answer Service
Voice Mailbox A Voice Mailbox Transfer button can be programmed on a Transfer (F14) user’s phone so that the user can transfer callers directly to a PARTNER Voice Messaging mailbox without ringing the subscriber’s extension first. System Interactions... -
Page 19: Communications System Planning Forms
Initial Preparation Communications System Planning Forms The following forms that come with your communications system documentation contain the information required to program PARTNER Voice Messaging. Use Form: Identify basic information about the system, System Configuration including line number and type of voice messaging service required for each line. -
Page 20: Partner Voice Messaging Planning Forms
PARTNER Voice Messaging Installation and Programming PARTNER Voice Messaging Planning Forms To complete the PARTNER Voice Messaging forms (see Appendix A), obtain completed copies of the relevant planning forms for the communications system. See “Communications System Planning Forms,” below, for a description of these forms that provide the names, extensions, and VMS coverage information required to program PARTNER Voice Messaging. -
Page 21: Installation Instructions
If you are using Release 1.0 of the Partner ACS processor module, you will need to upgrade to Release 1.1 or later before you can install the PARTNER Voice Messaging PC Card. Contact your local Authorized Dealer. Important Safety Instructions Always follow these basic safety precautions when using this product: 1. - Page 22 Gently pull the cover up and away from the carrier. 3. To insert the PARTNER Voice Messaging PC Card, hold it with the Lucent Technologies label facing to the right, and slide it gently into one of the PC card slots on the PARTNER communications system processor module.
- Page 23 Voice Messaging (see “System Capacities and Factory Settings” in Chapter 1) and the PARTNER ACS system or PARTNER Endeavor system. If you want to make changes to the initial settings for PARTNER Voice Messaging, use the instructions in Chapter 4. If you want to make changes to the initial PARTNER ACS or PARTNER Endeavor settings, use the instructions in Chapter 5.
- Page 24 PARTNER Voice Messaging Installation and Programming Important Safety Instructions...
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Page 25: Programming The Messaging System
CAUTION: To ensure that your voice messaging system operates correctly, you must first assign extensions 78 and 79, which are associated with PARTNER Voice Messaging, to Hunt Group 7 according to the following procedure (#505). Assigning VMS Hunt Group Extensions (#505) Perform this procedure first, before logging into PARTNER Voice Messaging, for new installations. -
Page 26: Using Partner Voice Messaging System Programming
Note that Step 1 of each programming procedure in this chapter is logging into PARTNER Voice Messaging, which is explained below. If you are already logged into PARTNER Voice Messaging, you can skip Step 1. Logging Into System Administration from an... -
Page 27: Logging Into System Administration From Another Location
Location To log into System Administration from a telephone outside your communications system: 1. Call in on a line answered by PARTNER Voice Messaging. 2. Press *7 during the Automated Attendant Menu Prompt or during a mailbox greeting. 3. Enter 0 and press # when prompted. -
Page 28: The System Administration Menu
PARTNER Voice Messaging Installation and Programming The System Administration Menu The System Administration Menu enables you to assign mailboxes to extensions, change the system configuration, play mailbox assignments, record the Automated Attendant Menu Prompt, assign Selector Codes, change the System Manager’s password, initialize mailboxes, and reinitialize mailbox passwords. -
Page 29: Assigning A Mailbox To An Extension
3. Refer to Form 1 and do one of the following: — For PARTNER Voice Messaging Release 2.0, enter the two-digit mailbox number (01-04). — For PARTNER Voice Messaging Release 3.0 or later, enter the mailbox number and press # . -
Page 30: Assigning Automated Attendant Selector Codes
Messaging. All Selector Codes are factory set to Direct Extension Transfer. To assign the Automated Attendant Selector Codes for PARTNER Voice Messaging: 1. Log into System Administration according to the appropriate procedure. 2. Press 4 to administer the Selector Code assignments. -
Page 31: Recording The Automated Attendant Menu Prompt
— To exit, press *7 . This action restores the factory-set prompt. Listening to the Automated Attendant Menu Prompt To listen to the current Automated Attendant Menu Prompt for PARTNER Voice Messaging Automated Attendant Service: 1. Log into System Administration according to the appropriate procedure. -
Page 32: Reinitializing A Mailbox
PARTNER Voice Messaging R3S and R3L configurations. If you increase the number of mailboxes configured for the PARTNER Voice Messaging system, this procedure deletes any messages left in existing mailboxes and turns off the telephone message light (if on);... -
Page 33: Valid Configurations
Programming the Messaging System All new mailboxes are assigned to previously unassigned extensions starting at extension 10. For example, if the system size is decreased from 4 mailboxes to 2 mailboxes, the resulting extension assignments are: Mailbox 1 is assigned to extension 10 and Mailbox 2 is assigned to extension 11. See Appendix B for more information on mailbox extension assignments. -
Page 34: Changing The System Manager's Password
PARTNER Voice Messaging Installation and Programming Changing the System Manager’s Password This section tells you how to change the System Manager’s password (for mailbox 0). The factory- set password for mailbox 0 is 1234. To prevent unauthorized programming of the system, you should change the default password immediately after installation. -
Page 35: Programming The Communications System
You must program the following communications system features for every installation: VMS Hunt Group Extensions (#505) Assign the PARTNER Voice Messaging PC Card’s extensions 78 and 79 to PARTNER ACS or PARTNER Endeavor Hunt Group 7 (#505), which is used for voice mail systems. See Chapter 4 for instructions. -
Page 36: Using Communications Systems Programming
PARTNER Voice Messaging Installation and Programming For Call Answer Service, program the following communications system features: Line Coverage Extension (#208) Automatic VMS Cover (#310) VMS Cover Rings (#117) (#321 on PARTNER ACS Release 3.0 or later) You may also perform Telephone Button Programming for Manual VMS Cover (F15), Do Not Disturb (F01), Voice Mailbox Transfer (F14), Voice Mail Auto Dial (I777). -
Page 37: Assigning Automatic Extension Privacy (#304)
2. Enter 78. 3. Press D until the display reads 1 Assigned. 4. Press n or p until the next PARTNER Voice Messaging extension number (that is, 79) specified on the System Extensions Form displays. 5. Press D until the display reads 1 Assigned. -
Page 38: Assigning Group Call Distribution (#206) - Option 1
PARTNER Voice Messaging Installation and Programming Assigning Group Call Distribution (#206) - Option 1 Use this procedure to specify the outside lines on which Automated Attendant Service is required. To assign VMS-AA lines specified on the System Configuration Form, Page 1, Line Coverage, to Hunt Group 7: 1. -
Page 39: Assigning Night Service (#503)
3. Label the Night Service button at extension 10. Specifying Transfer Return Extensions (#306) For extensions 78 and 79 assigned to PARTNER Voice Messaging, use the following procedure to assign an extension as the Transfer Return extension. Transfer Return ensures that calls... -
Page 40: Specifying Vms Cover Rings
PARTNER Voice Messaging Installation and Programming Specifying VMS Cover Rings Use the appropriate procedure to specify the number of times calls ring before they are sent to the voice messaging system as indicated on the System Configuration Form, Page 2, VMS Cover Rings. -
Page 41: Assigning Vms Hunt Delay
Programming the Communications System Assigning VMS Hunt Delay Check the System Configuration Form, Page 2, VMS Hunt Delay. If Delayed is specified, follow the appropriate procedure below. For PARTNER ACS Release 3.0 or later (#506) 1. Press #506. 2. At the Mode: prompt, enter Day (1) or Night (2). 3. -
Page 42: Setting Vms Hunt Schedule
PARTNER Voice Messaging Installation and Programming Setting VMS Hunt Schedule Check the System Configuration Form, Page 2, VMS Hunt Schedule. If Day Only or Night Only is selected, follow the appropriate procedure below to change the VMS Hunt Schedule setting. The factory setting is Always. -
Page 43: Centralized Telephone Programming
Programming the Communications System Centralized Telephone Programming Before you begin, locate the Button Assignments Form of the System Planner for the communications system. Be sure you have a copy of the form for each subscriber’s phone. Use this section to program buttons on subscribers’ phones, including the receptionist’s phone. When you are finished programming, be sure to label the buttons on all phones. -
Page 44: Voice Mailbox Transfer (F14)
PARTNER Voice Messaging Installation and Programming Voice Mailbox Transfer (F14) This button lets any system user transfer calls directly to a PARTNER Voice Messaging mailbox without ringing the associated extension first. To program a Voice Mailbox Transfer (VMBox) button as specified on the Button Assignments Form: 1. -
Page 45: Testing Your System's Operation
Authorized Dealer. Verifying the System Programming After you finish programming the PARTNER Voice Messaging and the communications system, you should perform the tests identified in the following table to verify system operation. If you have a display phone at extension 11, you should perform these tests from extension 11 leaving extension 10 for the receptionist to handle calls. -
Page 46: Test 1
2. Press i79 . See “Result.” Expected Result: You should hear the following: “Welcome to PARTNER Voice Messaging. Please enter extension and # sign.” Problem Resolution: If you do not hear the correct system response, verify that extensions 78 and 79 have been assigned to Hunt Group 7 (#505). -
Page 47: Test 3
4. Repeat this procedure for every extension that has voice mail coverage. Expected Result: If Do Not Disturb is on at the extension, PARTNER Voice Messaging should answer the call after one ring and you should hear the factory-set or personal greeting for the mailbox. (If Do Not Disturb is not on, the call rings at the extension before Call Answer Service answers it.) -
Page 48: Test 4
PARTNER Voice Messaging Installation and Programming Test 4 1. Make sure VMS Cover is on at the owner’s extension. 2. Call in on the assigned line and make sure the call goes to VMS Cover by the number of rings specified by VMS Cover Rings (#321 on PARTNER ACS Release 3.0 or later, #117 for all other... -
Page 49: Troubleshooting
Testing Your System’s Operation Troubleshooting Responding to Caller Complaints About System Operation Outside callers hear ringing, but the system does not answer. 1. If this problem occurs when Automated Attendant Service answers calls, reduce the number of options on (or length of) the Automated Attendant menu prompt to reduce the amount of time VMS extensions are busy. -
Page 50: Outside Callers Hear Silence, Tones, Or Ringing During Transfer
PARTNER Voice Messaging Installation and Programming Outside callers hear silence, tones, or ringing during transfer. See Music On Hold (#602) in the documentation for your communications system. The system does not transfer calls properly. 1. If this problem occurs when the Automated Attendant Service answers calls, verify that the menu has been programmed correctly by performing Test 2, earlier in this section. -
Page 51: Responding To Problems Reported By Subscribers
1. Use Hunt Group Extensions (#505) to verify that the VMS extensions are assigned to Hunt Group 7. 2. PARTNER Voice Messaging can handle a maximum of two calls simultaneously. If this is not sufficient for your needs, contact your local Authorized Dealer for another Lucent solution. - Page 52 PARTNER Voice Messaging Installation and Programming Troubleshooting...
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Page 53: A Planning Forms
Planning Forms Form 1: System Configuration and Mailbox Assignments Factory settings are indicated by the R3S: ___ 2 mailboxes ___ 4 mailboxes R3L: ___ 4 mailboxes ___ 6 mailboxes ___ 8 mailboxes ___ 10 mailboxes ___ 12 mailboxes ___ 14 mailboxes ___ 16 mailboxes Mailbox Extension Assignment Subscriber Name... -
Page 54: Completing This Form
PARTNER Voice Messaging Installation and Programming Release 2 supports up to 4 mailboxes, which are identified as 01, 02, 03, and 04. Completing this form To identify your system configuration (that is, the number of mailboxes supported), place a checkmark ( ) in the appropriate area (for Release 3.0 or later). -
Page 55: Form 2: Automated Attendant Selector Codes
Planning Forms Form 2: Automated Attendant Selector Codes Selector Code Action (Choose One) Extension # or Group Selector Range of Extension # for Description Code Extensions Unused Selector Code for Direct Transfer Extension Transfer 10-19 20-29 30-39 40-49 71-74, 76, 771-776 General Information The factory settings are listed in the “Range of Extensions for Direct Extension Transfer”... -
Page 56: Completing This Form
PARTNER Voice Messaging Installation and Programming Completing this Form For Direct Extension Transfer: 1. In the “Description” column, write “Direct Extension Transfer.” 2. Do one of the following: — In the “Range of Extensions for Direct Extension Transfer” column, leave the factory setting in the range of extensions. -
Page 57: Form 3: Automated Attendant Menu Prompt
Planning Forms Form 3: Automated Attendant Menu Prompt The menu prompt can assist your callers in reaching their desired destination so that your staff is free to perform other tasks. The menu prompt can be up to two minutes long. Menu Prompt: General Information The Automated Attendant Menu Prompt should contain a welcome and a list of menu options. -
Page 58: Completing This Form
PARTNER Voice Messaging Installation and Programming Completing this Form Write the message that you want callers to hear when they call, including the instructions to the caller for selecting menu options. Suggested options include: “Remain on the line for assistance.”... -
Page 59: B Mailbox Extension Assignments
Assignments Overview PARTNER Voice Messaging PC Cards are available in two versions: R3S (small) and R3L (large). The R3S configuration can support from 2 to 4 mailboxes (with a factory setting of 4), and the R3L configuration can support from 4 to 16 mailboxes (with a factory setting of 8). You can change the system configuration (see Chapter 4) to accommodate changes in staff size or to gain more message storage space for your system. -
Page 60: Extension Assignments For Changed Configurations
PARTNER Voice Messaging Installation and Programming Table 4 shows the 8-mailbox (factory-set) PVM R3L configuration assignments. Note that you can assign mailboxes to any extension from 10 through 49. Table 4. PVM R3L Factory-Set Mailbox Extension Assignments Mailbox Extension Extension Assignments for Changed... - Page 61 Planning Forms Table 6 shows the extension assignments for a PVM R3L configuration, when you decrease the system size to four mailboxes. Table 6. PVM R3L Mailbox Extension Assignments for a 4-Mailbox Configuration Mailbox Extension Table 7 shows the extension assignments for a PVM R3L configuration, when you decrease the system size to six mailboxes.
- Page 62 PARTNER Voice Messaging Installation and Programming Table 9 shows the extension assignments for a PVM R3L configuration, when you decrease the system size to 10 mailboxes. Table 9. PVM R3L Mailbox Extension Assignments for an 10-Mailbox Configuration Mailbox Extension Table 10 shows the extension assignments for a PVM R3L configuration, when you decrease the system size to 12 mailboxes.
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Page 63: Mailbox Extension Assignments For Systems With Increased Capacity
Planning Forms Table 11 shows the extension assignments for a PVM R3L configuration, when you decrease the system size to 14 mailboxes. Table 11. PVM R3L Mailbox Extension Assignments for an 14-Mailbox Configuration Mailbox Extension Mailbox Extension Assignments for Systems with Increased Capacity It is important to note that when you increase system capacity (see “Reconfiguring System Capacity”... - Page 64 PARTNER Voice Messaging Installation and Programming When the system encountered the mailboxes (mailboxes 1, 2, and 3) already assigned to extensions 13, 14, and 15, it skipped these extensions and continued assigning new mailboxes to the next available extensions. So, mailboxes 12 and 13 were assigned to extensions 16 and 17.
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Page 65: Index
Customer support, see Appendix A Night Service initial programming, 31 Direct Extension Transfer, 2 Do Not Disturb, 10 Do Not Disturb button, 35 PARTNER Voice Messaging PC Card Release 3 versions, 1 password reinitializing, 25 factory settings, 4 System Manager, 25, 26... - Page 66 PARTNER Voice Messaging Installation and Programming R3L version, 1 Transfer Return Extension, 8, 27, 31 R3S version, 1 troubleshooting, 41 Record Mode, 2 Record Mode options, 2 VMBox button, 36 VMS Cover Rings, 32 security, 6 VMS Coverage, 10 Security, see also Appendix A...