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NEC 17600SUG05 User Manual

Voice mail and automated attendant
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Voice Mail and Automated Attendant
User's Guide
17600SUG05
April 2001
Printed in U.S.A. (2562)

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  Summary of Contents for NEC 17600SUG05

  • Page 1 Voice Mail and Automated Attendant User’s Guide 17600SUG05 April 2001 Printed in U.S.A. (2562)
  • Page 2 NEC America shall not be liable for any errors or omissions. In no event shall NEC America be liable for any incidental or consequential damages in connection with the use of this manual.
  • Page 3: Table Of Contents

    Introducing NVM- Series ...1 About NVM-Series ......1 About This Guide and the Cross Reference Chart ..1 About the Automated Attendant .
  • Page 4 Table of Contents Recording and Checking Messages ...37 Recording a Message ......37 Recording a Future Delivery Message ... . .41 Using the Recording Options .
  • Page 5: Introducing Nvm- Series

    This guide describes the NVM-Series features and how they integrate with the i-Series, DS1000/2000, Portrait 308/824 and ONYX/DS01 telephone systems. Some of the features in this guide are not applica- ble to all NVM-Series models and to all telephone systems. Refer to the Feature Cross Reference Chart at the back of this guide.
  • Page 6: About Fax Mail

    Introducing NVM- Series About Fax Mail The FAX Mail Option lets callers send a FAX message to your mail- box. NVM-Series stores the faxed document as if it were a message, hence the name FAX Message. What’s nice about FAX Mail is that FAX Messages stay private until you are ready to get a printout of them.
  • Page 7: About The Voice Prompts

    And while you are listening to a network message from another Voice Mail system, you can: Record a reply. NVM-Series will deliver your reply to the message sender at the programmed delivery time. Make an immediate call to the message sender. No need to exit your mailbox and make the call.
  • Page 8: Numbers To Remember

    Introducing NVM- Series Numbers to Remember Your System Administrator can give you these numbers. NVM-Series outside telephone number ________________________ NVM-Series master extension number __________________________ NVM-Series Voice Mail Key (if any) __________________________ Remote Mailbox Log-On Code (by default, it is #) ________________...
  • Page 9: Calling Nvm- Series

    2. Follow the dialing instructions. If the phone system you call has External Extensions, your call may actu- ally go to another telephone number. This works only if all your calls are for- warded to your mailbox (see page 60). In...
  • Page 10: Calling Your Subscriber Mailbox

    Calling NVM- Series Calling the Automated Attendant (cont'd) To return to the Automated Attendant after exiting a mailbox To return to the Automated Attendant after you leave a "quick message" To exit the Automated Attendant Calling Your Subscriber Mailbox Calling your Subscriber mailbox gives you access to the NVM- Series Main Menu.
  • Page 11 Calling Your Subscriber Mailbox (cont'd) To call your mailbox from your extension To call your mailbox from a co-worker’s extension Calling NVM- Series If the Message key or lamp is flashing, this means you have messages (see also page 25). i-Series: Press only VM key;...
  • Page 12 Calling NVM- Series Calling Your Subscriber Mailbox (cont'd) To call your mailbox from outside the company through the Automated Attendant To call your mailbox from outside your company on your direct line To “back up” if you inadvertently call a co-worker’s mailbox 1.
  • Page 13: The Nvm-Series Main Menu

    The NVM-Series Main Menu The NVM-Series Main Menu of features is shown below. To gain access to this menu, you must call your mailbox (page 6). The menu below also shows you where to go in this guide for more information. Listen to Messages ...25 Record and Send a Message...37 Check on a Message You Sent ...46...
  • Page 14: Calling An Announcement Mailbox

    Calling NVM- Series Calling an Announcement Mailbox An Announcement Mailbox is a mailbox that simply plays recorded information. Typical Announcement Messages include: monthly sales figures, a weekly business schedule, daily interest rates, insurance claim information, movie schedule, etc. You can call an Announcement Mailbox from outside the company and listen to the Announcement Message.
  • Page 15: Calling A Guest Mailbox

    Calling a Guest Mailbox A Guest Mailbox is a mailbox that your System Administrator can reserve for an outside party you know, perhaps a vendor you frequent- ly do business with. You can record messages for the Guest Mailbox, and the Guest can retrieve them through the Automated Attendant or through an extension inside your company.
  • Page 16 Calling NVM- Series Calling a Guest Mailbox (cont'd) To call their Guest Mailbox from their special Guest exten- sion (if there is one), a person must To call their Guest Mailbox from any extension inside your company, a person must If the Message key or lamp is flashing, this means there are messages in the mailbox.
  • Page 17: Calling A Message Center Mailbox

    Calling a Message Center Mailbox Your System Administrator usually sets up a Message Center Mailbox for callers who dial the Automated Attendant from a rotary dial phone. A Message Center Mailbox is a "catch-all" type of mailbox that lets rotary dial callers leave a message without dialing any codes. At some point in the day, someone in your company must call the Message Center Mailbox to listen to the messages and forward them to the appropriate mailboxes (see Listening to Messages and Using the...
  • Page 18 Calling NVM- Series Calling a Message Center Mailbox (cont'd) To call a Message Center Mailbox from any extension To call a Message Center Mailbox from outside the company Get intercom dial tone, dial Voice Mail master extension. You hear: Please enter your mailbox number.
  • Page 19: Calling A Future Delivery Mailbox

    Calling a Future Delivery Mailbox A Future Delivery Mailbox stores Future Delivery Messages. NVM-Series sends a Future Delivery Message to other mailboxes on the programmed delivery date and time. (See also Recording a Future Delivery Message.) If necessary, you can call the Future Delivery Mailbox to listen to and erase a Future Delivery Message before NVM-Series sends it.
  • Page 20: Calling A Network Mailbox

    Calling NVM- Series Calling a Network Mailbox If necessary, a person can call (i.e., log onto) an Alias or Remote Network Mailbox and listen to the stored messages before NVM- Series sends them to the other Voice Mail System (s). NVM-Series lets the person use the listening options and all the other features explained in the User's Guide except: Record and Send a Message (RS)
  • Page 21: About Your Incoming Call Options

    About Your Incoming Call Options NVM-Series can handle your incoming callers in a variety of ways. About Call Announcing With Call Announcing, the Automated Attendant can let you know who is calling. For more information, see Using the Call Announcing Option on page 58.
  • Page 22: About Call Waiting

    About Your Incoming Call Options About Call Waiting With Call Waiting, NVM-Series lets Automated Attendant callers send a signal (beeps) to your extension while you are busy on a call. For more information, see Using the Call Waiting Option. About the Paging Message If you record a Paging Message, NVM-Series uses it to page you when a caller tries to reach you.
  • Page 23 About Your Incoming Call Options About the Paging Message (cont'd) The Paging Message itself is simply a message you record to page yourself. For example, John Smith should record a Paging Message something like this: John Smith. You have a call parked at your extension. NVM-Series is initially set up to page the All Call Page Zone.
  • Page 24: About Caller Id

    About Your Incoming Call Options About Caller ID Caller ID identifies the telephone number of an incoming caller. This enhances NVM-Series operation in a couple of ways (see below). Caller ID and the Make Call Option If an outside caller tries your extension and gets your Mailbox Greeting, NVM-Series can ask the caller to identify (that is, enter) their telephone number right after the greeting plays.
  • Page 25: About Auto Attendant Do Not Disturb

    About Your Incoming Call Options About Auto Attendant Do Not Disturb Auto Attendant Do Not Disturb prevents Auto Attendant calls from ringing your phone. Callers immediately hear your Mailbox Greeting and can leave a message. For details, see Recording a Mailbox Greeting &...
  • Page 26: Exiting Nvm-Series

    Exiting NVM- Series Exiting the Automated Attendant To exit the Automated Attendant Exiting a Mailbox After you call a mailbox to listen to its messages and/or use other NVM-Series features, you exit the mailbox as described below. These instructions apply to Subscriber, Guest, Message Center, and Future Delivery Mailboxes.
  • Page 27 Exiting a Mailbox (cont'd) To eXit a mailbox and return to the Automated Attendant Exiting NVM- Series You cannot return to the Automated Attendant after you dial 9 to exit a Future Delivery Mailbox from an inside extension. 1. Press X (9). Listen for: To go to the Automated Attendant, press the star key (if you do not hear it, you cannot call the...
  • Page 28: Getting Help And The Time/Date

    Getting Help and the Time/Date Getting Recorded Help If you forget what codes to press or you press a code and NVM- Series says: That is an invalid entry: Wait a few seconds without dialing anything. NVM-Series will repeat your choices or play the prompt: For a help message, press zero.
  • Page 29: Listening To Messages

    How You Know You Have Messages NVM-Series lets you know you have messages as follows: It flashes the Message key/lamp at your phone. The Message key/lamp flashes as long as there are new messages in your mailbox (that is, messages that you have not started to listen to). You may also hear the synthesized announcement over your phone’s speaker: You have a message.
  • Page 30 Listening to Messages How You Know You Have Messages (cont'd) To display how many messages you have From your i-Series keyset: 1. Do not lift handset. 2. Press CHECK. 3. Dial There are 3 message displays: VOICE MESSAGES (For messages in your mailbox) VAU GENERAL MESSAGE (For a General Message [recorded]) CHECK MESSAGE...
  • Page 31: Listening To Your Messages

    Listening to Messages Listening to Your Messages You can listen to your messages after you call your mailbox. If you listen to a message all the way through, NVM-Series will erase or save it, depending on programming. To override the automatic erase/save, press SA to save or E to erase the message.
  • Page 32: First Time Logon Tutorial

    Listening to Messages Listening to Your Messages (cont'd) To Listen to your Messages First Time Logon Tutorial When you call (log onto) your mailbox for the first time, NVM-Series may play a recorded Announcement and Tutorial to guide you in the basics for using your mailbox.
  • Page 33 Using the Listening Options (cont'd) Some of listening options are not available to Message Center, Guest and Future Delivery Mailboxes. For more information, see Calling a Message Center Mailbox, Calling a Guest Mailbox and Calling a Future Delivery Mailbox. To record a REply to a message To have the Message Forwarded to anoth-...
  • Page 34 Listening to Messages Using the Listening Options (cont'd) To have the Message Forwarded to anoth- er mailbox (including network mailboxes), cont’d You can forward the message to a maxi- mum of 10 mailboxes. You can enter the following mailbox types: Subscriber, Guest, Message Center, Distribution, Alias Network, Remote Network.
  • Page 35 Using the Listening Options (cont'd) To have the Message Forwarded to anoth- er mailbox (including network mailboxes), cont’d Listening to Messages If you press MF in the middle of a mes- sage, NVM-Series will erase it when you exit your mailbox unless auto save is enabled or you save it.
  • Page 36 Listening to Messages Using the Listening Options (cont'd) To Make a Call to the message sender (including message senders from other Voice Mail systems in the network) 1. Press MC (62). You hear: Please Hold. Then NVM-Series calls the extension that left the message.
  • Page 37 Using the Listening Options (cont’d) To exit the listening mode To hear TIme, date, sender To SAve the message To Erase the message Listening to Messages 1. Press #. You hear an options menu. 1. Press TI (84). If you press TI in the middle of a mes- sage, NVM-Series plays the time/date/sender, then continues play- ing the message.
  • Page 38 Listening to Messages Using the Listening Options (cont'd) To Reverse the order in which you Listen to the messages To Listen (skip) to the next message To pause while listening To continue listening after a pause To Backup a few seconds and listen To Backup to the Beginning and listen...
  • Page 39 Using the Listening Options (cont'd) To Go ahead (fast forward) a few sec- onds and listen To turn the Volume Up or Down, or restore it to Normal To select the list of New messages for listening To select the list of Saved messages for listening To select the list of...
  • Page 40: Retrieving Fax Messages

    Retrieving Fax Messages To send a FAX Message to your mailbox, callers must call you from a FAX telephone. NVM-Series then plays recorded instructions on how to send the FAX. Depending on how NVM-Series is set up, they may be able to record a comment just before sending the FAX.
  • Page 41: Recording And Checking Messages

    Recording and Checking Messages Recording a Message NVM-Series lets you record a message for a person: After you call their extension through the Automated Attendant and can't get through. After you call the person's direct line while it is forwarded to their mailbox.
  • Page 42 Recording and Checking Messages Recording a Message (cont'd) To record a message after you try an extension through the Automated Attendant or you call a person's direct line To record a message for a Distribution List after calling the Auto Attendant To record a message after you make an intercom call and...
  • Page 43 To record a "quick message" through the Automated Attendant (i.e., with- out first calling some- one's extension) 1. Dial NVM-Series telephone number. 2. Press during company greeting. You may have to press 0-9 (it's pro- grammable). 3. Dial the desired extension number (or dial the desired Alias Network Mailbox number).
  • Page 44 Recording and Checking Messages Recording a Message (cont'd) To Record a message and Send it to another mailbox (including network mailboxes) 1. Call your mailbox (see page 6). 2. Press RS (77). To hear the Recording Options while recording, press zero. 3.
  • Page 45: Recording A Future Delivery Message

    Recording and Checking Messages Recording a Message (cont'd) To Record a message and Send it to another mailbox (including network mailboxes), cont’d Recording a Future Delivery Message You can record a message using a Subscriber or Guest Mailbox and have NVM-Series send it to other mailboxes at a future date and time.
  • Page 46 Recording and Checking Messages Recording a Future Delivery Message (cont'd) To record a Future Delivery Message and send it to another mailbox (including network mailboxes) 1. Call your mailbox (see page 6). 2. Press FD (33). To hear the Recording Options while recording, press zero.
  • Page 47: Using The Recording Options

    Recording and Checking Messages Using the Recording Options You can use the options below while recording. To hear these options while recording, just press zero. NVM-Series pauses the recording and lists the options. You can select an option any time during the listing. Note: NVM-Series does not play the recording options when you press zero while recording a reply to a message or while record- ing a message after making an intercom call.
  • Page 48 Recording and Checking Messages Using the Recording Options (cont'd) To Backup to the Beginning and Listen to the recording To Erase the recording To hear the TIme and date of the recording To end recording 1. Press BB (22) if you started recording by pressing R or RS or if you are recording a comment to a message you are going to forward.
  • Page 49: Recording Urgent Messages

    Recording and Checking Messages Recording Urgent Messages After you record a message, you can tag it as Urgent so that the mes- sage gets priority handling in the recipient’s mailbox. When the recipient logs on to their mailbox, NVM-Series immedi- ately says: You have an Urgent Message.
  • Page 50: Recording A Confidential Message

    Recording and Checking Messages Recording a Confidential Message After you record a message, you can tag it as “Confidential.” Recipients of Confidential Messages will not be able to use the MF command nor the Auto Forward feature to forward the message to another mailbox.
  • Page 51: Requesting A Return Receipt

    Recording and Checking Messages Requesting a Return Receipt After you record a message, you can request that NVM-Series auto- matically place a Return Receipt in your mailbox as soon as the recipi- ent listens to your message. The return receipt lets you know the exact date and time that your message was listened to.
  • Page 52: Recording A Mailbox Greeting And Name

    Recording a Mailbox Greeting/Name Recording a Mailbox Greeting and Auto Attendant Do Not Disturb You can record up to three different personal greetings for your mail- box to let callers know your whereabouts before they leave you a mes- sage. NVM-Series plays the greeting that you select as "active." A typical greeting is: Hello.
  • Page 53: Recording A Mailbox Name

    Recording a Mailbox Greeting/Name Recording a Mailbox Greeting (cont'd) (3) If Auto Attendant Do Not Disturb is on, NVM-Series will not activate the following features: Call Parking/Paging, Call Queuing, Call Waiting, or Call Announcing. (4) If Auto Attendant Do Not Disturb is off, NVM-Series will play your greeting to callers who decide to leave you a mes- sage while using the Call Parking/Paging, Call Queuing, Call Waiting, or Call Announcing feature.
  • Page 54: Using Mailbox Options

    Using Mailbox Options Changing Your Security Code If you assign a security code to your mailbox, you will have to enter the code every time you call your mailbox to listen to your messages or use other NVM-Series features. A security code can be up to 6 dig- its long.
  • Page 55 Series beep you until you call into your mailbox. Again, ask your System Administrator or see the System Guide for the specifics. When you answer a notification call at a telephone and say “Hello,” NVM-Series says either one of the following things, depending on the system: For outside or inside notification calls, you hear: Hello.
  • Page 56: About Message Notification And Urgent Msgs

    Using Mailbox Options About Message Notification and Urgent Messages NVM-Series lets you turn on Message Notification for only Urgent Messages, if desired. If you turn it on, NVM-Series will ask you to assign a calling priority to the numbers. That is, you can program the order in which NVM-Series will call the 3 notification numbers.
  • Page 57 Using Message Notification (cont'd) Note: You can make the following special entries in the notification number. Enter these codes: Using Mailbox Options For this special entry: Flash Wait 2 seconds to hear any type of sound (if none, NVM-Series terminates the call). Wait 2 seconds for dial tone (if none, NVM-Series terminates the call).
  • Page 58: Using Auto Help

    Using Mailbox Options Using Auto Help Auto Help is the automatic "mini" menu of options that plays right after you call your mailbox, after you listen to a message, or when you pause recording or exceed the recording limit. You can turn Auto Help on or off depending on your preference.
  • Page 59: Using Auto Forward

    Using Auto Forward With Auto Forward, NVM-Series can automatically copy each of your messages to another person's mailbox – your "partner mailbox." This way, if you are on vacation, your partner can immediately respond to any messages you receive. You will not have to ask someone to check your mailbox.
  • Page 60: Using Auto Time-Stamp

    Using Mailbox Options Using Auto Time-Stamp After playing a message, NVM-Series can automatically play the following: Time and date that the message was left. Name or number of the message sender. If Auto Time-Stamp is off, you must press TI during or after a mes- sage to get this information.
  • Page 61: Using The Call Waiting Option

    Using the Call Waiting Option Call Waiting lets the NVM-Series Automated Attendant callers send a signal (beeps) to your extension while you are busy on a call. This way, you know when another call is waiting for you. It works like this: When you are busy on a call, the Automated Attendant says this to a caller: Extension XXX (or your name) is busy.
  • Page 62: Using The Call Announcing Option

    Using Mailbox Options Using the Call Announcing Option With Call Announcing, the NVM-Series Automated Attendant can let you know who is calling before putting the person through to your Subscriber extension. You can accept the call or send it back to the Automated Attendant if you are too busy to take the call.
  • Page 63 Using the Call Announcing Option (cont’d) Notes: (1) To have Call Announcing, the System Administrator must allow it for your Subscriber Mailbox in system programming. (2) If you turn on Auto Attendant Do Not Disturb (see also Recording a Mailbox Greeting) or Paging Message, Call Announcing will not be available to callers.
  • Page 64: Sending Calls To A Mailbox

    There really is no need. The Automated Attendant will handle them for you. (3) Your telephone system may remind you that your calls are forwarded. You may hear: "Your calls have been forwarded" over your phone's...
  • Page 65 Sending Calls to a Mailbox Forwarding Your Calls To Your Mailbox (cont'd) To forward calls to your mailbox From your i-Series phone: 1. Press idle CALL key (or lift the handset at SLT). 2. Press Call Forwarding key (or dial 3.
  • Page 66 Sending Calls to a Mailbox Forwarding Your Calls To Your Mailbox (cont'd) To forward calls to your mailbox, cont’d From your ONYX/DS01 phone: 1. Get Intercom dial tone, press #. 2. Dial NVM-Series master extension. 3. Dial 1, 2, or 3, then hang up. 1 forwards unanswered calls (after "X"...
  • Page 67 Sending Calls to a Mailbox Forwarding Your Calls To Your Mailbox (cont'd) To cancel forwarding From your i-Series phone: 1. Press idle CALL key (or lift the handset at SLT). 2. Press Call Forwarding key (or dial 3. Dial 0. From your DS1000/2000 phone: Keyset: Press ICM SLT: Lift handset...
  • Page 68: Transferring A Call To A Mailbox

    Sending Calls to a Mailbox Transferring a Call to a Mailbox You can transfer an outside caller to a co-worker's mailbox (Subscriber, Guest, or Alias Network) so the caller can leave a mes- sage. This is handy when the caller needs to speak with a co-worker who is out of the office.
  • Page 69 Sending Calls to a Mailbox Transferring a Call to a Mailbox (cont’d) To transfer an outside call to a mailbox, cont’d From your DS1000/2000 keyset: DS1000/2000 SLTs cannot Transfer calls to a co-worker’s mailbox. 1. Press ICM. 2. Dial desired mailbox number or press DSS key.
  • Page 70: Recording A Conversation

    Note: In some phone systems, a lit RECORD key means NVM-Series is busy and you won’t be able to record a conversation. To record a telephone conversation From your i-Series, DS1000/2000, Portrait 308/824 or ONYX/DS01 keyset: 1.
  • Page 71: Personal Answering Machine

    Series mailbox. You have several options while the Personal Answering Machine feature is activated. (See the procedures below.) Check with your System Administrator to be sure your telephone sys- tem is set up for Personal Answering Machine Emulation. To enable Personal...
  • Page 72 Sending Calls to a Mailbox Personal Answering Machine (cont’d) To enable Personal Answering Machine, cont’d To disable Personal Answering Machine From your DS1000/2000 keyset: 1. Press ICM. 2. Dial 3 8. 3. Dial Answering Machine Emulation option: 2 = Forward all calls. 7 = Forward just outside calls.
  • Page 73: Notes On Other Integrations

    Notes on Other Integrations About NVM-2004 Use NVM-Series model NVM-2004 if you have a telephone system other than i-Series, DS1000/2000, ONYX/DS01 or Portrait 308/824. This section describes the differences between the NVM-2004 features and the feature descriptions in this guide. All other features apply as written.
  • Page 74: Call Forwarding To A Mailbox

    Notes on Other Integrations Call Forwarding to a Mailbox You must use the Call Forwarding procedure for your phone system. Enter the NVM-Series extension number for the forwarding destina- tion. Please note that Call Forwarding to a Mailbox may not be avail- able in your phone system.
  • Page 75: Using Alliance

    About Alliance This section provides supplemental information on using NVM-Series with Alliance telephone systems. All other features in this guide apply as written. Calling a Subscriber, Guest or Message Center Mailbox To call the mailbox (from your extension) How You Know You Have Messages...
  • Page 76: Cross Reference Charts

    Cross Reference Chart NVM-Series Feature Cross Reference (Sheet 1 of 3) Feature Applicable Phone Systems 28i/124i 704i ONYX VS/DS01 ONYX II/III/IV DS1000/2000 Portrait 308/824 in the following chart means the feature is not available with Portrait 308/824. Automated Attendant Call Announcing Call Blocking Call Queuing Call Waiting...
  • Page 77 Cross Reference Chart NVM-Series Feature Cross Reference (Sheet 2 of 3) Feature Transferring a Call to a Mailbox Transferring a Call to the Auto Attendant Listen to Messages Backup to Beginning Programmable Backup Interval Backup a Few Seconds Erase Message Exit Listen Mode First Time Logon Tutorial Get Time, Date, Sender...
  • Page 78: Hear Time And Date

    Cross Reference Chart Feature Auto Forward Auto Help New dialing code (AH) Auto Time Stamp Call Announcing Call Waiting Message Notification, External Message Notification, Internal Message Notification for Urgent Messages Security Code Networking Paging Message (Park and Page) Record and Send a Message (From Automated Attendant) Dial * to pause (stop in NVM-2e) and 0 for options...
  • Page 80 Fold this panel out for a handy NVM-Series Quick Reference Chart.
  • Page 81 Main Menu Features Listen to Messages Record & Send a Message (77) Check or Delete Message (26) Mailbox Greetings Record Mailbox Name (76) Future Delivery Message (33) PaGing Message (74) Mailbox OPtions (67) TIme and Date (84) Sys Admin Options (72) Select Listen Mode New Messages (16) Saved Messages (17)
  • Page 82 NEC America Inc., Corporate Networks Group 4 Forest Parkway, Shelton, CT 06484 TEL: 203-926-5400 FAX: 203-929-0535 cng.nec.com...

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