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Phantom Messages
To eliminate unwanted or unintended messages, Express Messenger
automatically stops recording a message if it hears a steady, non-voice tone,
such as dial tone. Express Messenger may interpret background noise, such as
in a factory, as a steady tone and mistakenly disconnect the caller. Using a car
telephone when the car windows are open can also cause an unwanted
disconnection. The caller should try again from a quieter location.
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Music-on-Hold
There is always a delay between the time Express Messenger answers an
outside call and the time someone answers the telephone or Express
Messenger sends the call to a mailbox. On most telephone systems, the caller
hears nothing while Express Messenger transfers the call unless you install
Music-on-Hold. Music can be alternated with product advertisements to keep
callers interested while they wait for an answer to their call.
Note: Express Messenger ports can operate as Recorded Announcement
Devices (RAD) to provide Music-on-Hold or other audio. For more
information, see page 88.
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The Operator's Mailbox
Messages left in the operator's mailbox (mailbox 0) need to be checked
regularly. Assign someone the task of frequently checking the operator's
mailbox and forwarding any messages to the appropriate persons.
If the operator is away from the telephone or unable to answer (such as at night or when
the business is closed), callers may become irritated if they have to wait through too many
rings before being transferred to the operator's mailbox. To avoid irritating callers in this
manner, either set the call forwarding on the operator's telephone to Express Messenger
or set a shorter transfer-recall time.
The default passcode for the operator's mailbox is [99, 999, or 9999].
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The Operator's Telephone
A special feature of Express Messenger is that the auto attendant attempts to
transfer calls to the operator even if the console is busy. This allows the
operator an opportunity to put the current call on hold and answer the new call.
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Message Notification to Extensions
If a subscriber's telephone does not have a message light, Express Messenger
can use the Message Notification feature to inform the subscriber when
messages arrive in their mailbox.
One of the five available notification methods is to ring any internal extension
number. If you enter the mailbox owner's extension as the alternate number,
that extension will ring when a message arrives. Refer to Message Notification
in the Section 4, Changing Mailbox Parameters for more information.
Introduction
9
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