Page 1: Telephone System
Emerald ICE Digital Key Telephone System HD Voicemail Installation Manual...
Page 2 The information contained in this document is proprietary and is subject to all relevant copyright, patent and other laws protecting intellectual property, as well as any specific agreement protecting TADIRAN TELECOM, INC. (herein referred to as the “Manufacturer”) rights in the aforesaid information. Neither this document nor the information contained herein may be published, reproduced or disclosed to third parties, in whole or in part, without the express, prior, written permission of the Manufacturer. In addition, any use of this document or the information contained herein for any purposes other than those for which it was disclosed is strictly forbidden. The Manufacturer reserves the right, without prior notice or liability, to make changes in equipment design or specifications. Information supplied by the Manufacturer is believed to be accurate and reliable. However, no responsibility is assumed by the Manufacturer for the use there of nor for the rights of third parties which may be affected in any way by the use thereof. Any representation(s) in this document concerning performance of the Manufacturerʹs product(s) are for informational purposes only and are not warranties of future performance either express or implied. The Manufacturerʹs standard limited warranty, stated in its sales contract or order confirmation form, is the only warranty offered by the Manufacturer in relation thereto. This document may contain flaws, omissions or typesetting errors; no warranty is granted nor liability assumed in relation thereto unless specifically undertaken in the Manufacturerʹs sales contract or order confirmation. Information contained herein is periodically updated and changes will be incorporated into subsequent editions. If you have encountered an error, please notify the Manufacturer. All specifications are subject to change without prior notice. © Copyright by TADIRAN TELECOM, INC., 2005. All rights reserved worldwide.
Page 3 Record of Revisions Revision Date of Issue Supercedes Major Changes - Brief Description Initial Release January 1, 2004 Revision A January 6, 2004 January 1, Various changes including; default mailbox 2004 passwords and Simplicity card photo. Revision B January 8, 2004 January 6, Added section on AMIS Networking.
Page 4 NOTES...
Page 5 General Information and Disclaimers NOTICE While this manual contains current Emerald ICE HD Voice Mail System information, its contents are subject to change without notice. While every effort has been made to insure the accuracy of any information provided, Tadiran Telecom, Inc. disclaims all liability for any difficulties that arise from the application or interpretation of any information provided in this document. ELECTRO-STATIC DISCHARGE WARNING The ICE system circuit boards contain static sensitive components. Please handle the circuit board by the edges only and keep the card in the provided anti‐static bag until it is ready for installation in the PBX. Do not subject any component parts on the card to static discharge or physical mishandling. When handling the circuit board, it is advisable to use an anti‐static wrist strap and cover the work surface with the anti‐static bag used to ship the board. Static charges should be discharged from the body before touching the board or component by touching the grounded metal case of the system power supply unit or cold water ground connection if available. The product warranty for this equipment does not cover damage caused by such described static discharges or mishandling. Any modules or components determined to be damaged in such a manner will only be replaced at dealer cost. HAZARDOUS VOLTAGE WARNINGS The final equipment purchaser is responsible for protecting the installed equipment from hazardous voltages. The Emerald ICE HD Voice Mail System card was submitted to a Nationally Recognized Testing Laboratory (NRTL) for safety approvals. Before installing the equipment, check local electrical codes that apply to the installation of telephone and electronic equipment. The following safety guidelines are taken from UL document 1459, Issue 2, which is a product safety specification governing telephone equipment. LITHIUM BATTERY USAGE WARNING The Emerald ICE HD Voice Mail System card contains a battery backup circuit that prevents loss of setup data if the main system power fails. This battery is a ...
Page 6 EXTERNAL CONNECTIONS The Emerald ICE HD Voice Mail System card has connector ports located on the front panel for external equipment such as: • Serial communication devices • Parallel port devices The Emerald ICE HD Voice Mail System card has been assessed as TNV‐3. All ports shall be connected to like circuits only or an approved line isolation unit must be used. GENERAL SAFETY GUIDELINES When installing and using telephone equipment, the basic safety precautions described below should always be followed to reduce the risk of fire and/or electrical shock. • Be sure to read and understand all instructions. • Follow all warnings and instructions that are marked on the product. • Do not use this product near any sources of water or in a wet environ‐ ment.FCC REGULATIONS This equipment has been tested by an independent testing lab and found to comply with the limits for a Class A digital device, pursuant to part 15 of the FCC Rules as reproduced below: These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial environment. This equipment generates, uses and can radiate radio frequency energy and, if not installed and used in accordance with the instruction manual, may cause harmful interference to radio communications. Operation of this equipment in a residential area is likely to cause harmful interference in which case the user will be required to correct the interference at his own expense. FCC rulings state that the owner of the system to be installed give the local telephone company sufficient advance notice of intention to use privately owned telephone equipment. The owner must also furnish information as to the identification of the particular lines to be connected to the system and the affected telephone numbers. FCC registration information on the model number, FCC‐assigned registration number and ringer equivalence information must also be furnished. The ringer equivalence (REN) is used to determine how many devices can be connected to a telephone ...
Page 7 is suspected, the connectors terminating the equipment to the CO lines should be disconnected. REPAIRS In the unlikely event that trouble is experienced with the Emerald ICE HD Voice Mail System system, please contact Tadiran Telecom, Inc. technical support at 516 ‐632‐7300 for repair, return authorization or warranty information. A return authorization number must be obtained from Tadiran before any products may be returned. LIMITED WARRANTY Tadiran provides original purchases with a limited warranty against defects in material and workmanship on this product for one (1) year from date of purchase. This limited warranty is extended only to original purchasers. THIS WARRANTY SPECIFICALLY EXCLUDES THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR ANY PARTICULAR PURPOSE. THIS LIMITED WARRANTY IS IN LIEU OF AND EXCLUDES ANY CLAIMS BY THE PURCHASER FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES. EXCLUSIONS This warranty does not apply to defects or malfunctions caused by abuse, accident, modification, negligence or any other damage not resulting from defects in the original materials or workmanship or for reasons beyond the control of Tadiran. Some states do not allow for the exclusion of consequential or incidental damages, in which case the foregoing exclusions may not apply to you. This warranty gives you specific legal rights that vary from state to state. WARRANTY REPAIRS In accordance with the Federal Communications Commission regulations, Tadiran Telecom, Inc. or an authorized agent must perform any repairs to this equipment.
Page 9: Table Of Contents
7.2 Voice Menu Operation Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7‐2 7.3 Voice Menu Box Routing Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7‐4 7.4 DTMF Key Assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7‐7 7.5 Emerald ICE Voicemail Port Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7‐9 7.6 Special Auto‐Attendant Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7‐9 7.7 Linking Voice Menu Boxes for Complex Menu Systems . . . . . . . . . . . . . . . . . . . . . . . . 7‐11 7.8 Recording Voice Menu Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7‐11 8 Class of Service Administration ..................8‐1 8.1 Mailbox Class of Service Administration Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8‐1 Emerald ICE HD Voicemail Installation Manual...
Page 10 10.12 Time Sensitive Custom Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10‐6 10.13 Question and Answer Mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10‐6 10.14 UCD Auto Attendant Overflow (Future Enhancement) . . . . . . . . . . . . . . . . . . . . . . . 10‐7 10.15 UCD Overflow Announcements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10‐8 10.16 Intercom Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10‐9 11 Special Keys & Screens....................11‐1 12 Mailbox Group Administration..................12‐1 12.1 Mailbox Group List Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12‐1 12.2 Defining Group Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12‐1 12.3 System Group Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12‐2 12.4 Creating A System Group List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12‐3 12.5 Personal Group Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12‐6 Emerald ICE HD Voicemail Installation Manual...
Page 11 15 Backup & Restore Procedures ..................15‐1 15.1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15‐1 15.2 Supported Hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15‐1 15.3 Backup Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15‐2 15.4 Iomega Zip or Jazz Drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15‐2 15.5 Backpack CD‐R . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15‐3 15.6 Imation Superdisk LS‐120 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15‐4 16 Special Applications....................... 16‐1 16.1 Single‐Digit Menus In Your Personal Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16‐1 Emerald ICE HD Voicemail Installation Manual...
Page 12 Emerald ICE HD Voicemail Installation Manual...
Page 13 Figure 6‐1. Outcall Administration Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6‐1 Figure 6‐2. Mailbox Bin Number Administration Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6‐3 Figure 7‐1. Voice Menu Administration Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7‐2 Figure 7‐2. Incoming Call Flow Diagram . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7‐13 Figure 7‐3. Voice Menu Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7‐14 Figure 7‐4. Voice Menu Tenant Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7‐15 Figure 8‐1. Mailbox Class of Service Administration Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8‐1 Figure 12‐1. System Group Administration Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12‐2 Figure 12‐2. Personal Groups Administration Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12‐6 Figure 13‐1. Sample Report Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13‐1 Emerald ICE HD Voicemail Installation Manual...
Page 14 Emerald ICE HD Voicemail Installation Manual...
Page 15: 1 Introduction
Introduction About Emerald ICE HD Voicemail Emerald ICE HD Voicemail is a sophisticated voice application generator using state‐of‐the‐art hardware and software. All voice processing is handled by digital voice processing components on the card for the utmost in voice clarity and reliability. The software is a task‐oriented system that connects directly to the digital signaling bus in the Tadiran Emerald ICE telephone system, allowing for extremely precise integration. All programming is done through a series of easy‐to‐follow menus. Function key help menus are available on all screens. Emerald ICE HD Voicemail System Information And Capacity Emerald ICE HD Voicemail is a standalone unit which plugs directly into the Emerald ICE PBX backplane for integration. Emerald ICE HD Voicemail supports both large and small system applications. Emerald ICE HD Voicemail offers virtually limitless mailbox capacity through its flexible numbering plans. Hardware Summary • Common components: • 486 compatible CPU • latest DSP technology • SMT component technology for maximum reliability • Minimum 2.0GB hard drive • 200 hours storage capacity •...
Page 16 Specific terminal software settings will need to be modified and some Function keys will need to be re-mapped - see Addendum 2 -Terminal Setup • 9‐pin male‐female straight‐thru serial cable One of the following devices is required for Emerald ICE HD Voicemail field‐installed software upgrades and data backups: • 1.44MB MicroSolutions Backpack drive • 120MB Imation SuperDisk drive • 100 or 250MB Iomega Zip Disk drive Emerald ICE HD Voicemail Installation Manual...
Page 17: About This Manual
• Section 1 ‐ Introduction ‐ this section provides a general description of Sim‐ licity for ICE, a description of this manual and the conventions used through‐ out. • Section 2 ‐ PC Terminal Setup ‐ this section describes the PC setups required to communicate with the Emerald ICE HD Voicemail card. • Section 3‐ Installation Procedures‐ This section provides suggestions for the preparations before installing the card and the actual installation of the card on the Emerald ICE system. • Section 4 ‐ System Programming ‐ This section provides descriptions of all of the programming screens with accompanying field descriptions. • Section 5 ‐ Mailbox Programming‐ This section provides descriptions of all of the Mailbox programming screens and their use. • Section 6 ‐ Outcall Administration‐ This section provides descriptions of all fo the Outcall Administration programming screens and their use. • Section 7 ‐ Voice Menu Programming‐ This section provides descriptions of all of the Voice Menu box programming screens and their use. • Section 8 ‐ Class of Service Administration‐ This section provides descrip‐ tions of all of the Class of Service programming screens and their use. • Section 9 ‐ System Administrator Mailboxes‐ This section provides descrip‐ tions of the programming screens and mailbox options available to the Sys‐ tem Administrator. • Section 10 ‐ System Features‐ This section provides descriptions of the vari‐ ous features of the system. Emerald ICE HD Voicemail Installation Manual...
Page 18 • Section 11 ‐ Special Keys & Screens‐ This section provides descriptions of the use of special keys and “hidden” screens that are invariably used in pro‐ gramming. • Section 12 ‐ Mailbox Group Administration‐This section provides descrip‐ tions of how the System Administrator establishes and maintains system and personal group lists. • Section 13 ‐ System Reports‐ This section provides descriptions of the vari‐ ous reports that can be generated for management reporting. • Section 14 ‐ Remote Modem Programming ‐ This section provides instruc‐ tions for using the Emerald ICE HD Voicemail with a modem. • Section 15 ‐ Backup and Restore Procedures ‐ This section provides descrip‐ tions of backup and restoring data using various supported hardware. • Section 16 ‐ Special Applications ‐ This section provides descriptions of the special applications that can be used with Emerald ICE HD Voicemail includ‐ ing Single Digit Menu’s or One‐Touch options available in your Personal Mailbox. Emerald ICE HD Voicemail Installation Manual...
Page 19: Document Conventions
Document Conventions The following conventions are used throughout this manual. Table 1-1 Conventions Convention Description Normal Used in body text throughout this manual. Normal, Italic Used in referencing sections, telephone features and voice recordings or prompts. Bold, Italic Used in describing the fields in PC screens and other form names or items. Normal, Bold Used to describe filenames, device names and specific areas of PC screens. Press Means to press a specific key. (e.g. press ESC means to press and release the Escape key.) Enter Means to type or push a button on the telephone keypad. Indicates the keystrokes that are required to be (Telephone Keys) entered on a telephone. PC Keyboard Keys Indicated to show keystrokes required to be entered on a PC keyboard. Emerald ICE HD Voicemail Installation Manual...
Page 20: Related Documents
Related Documents The following documents should be used in conjunction with this manual: • Emerald ICE Deluxe Model Telephone User Guide (PN 72447010146) • Emerald ICE Standard Model Telephone User Guide (PN 72447010147) • Emerald ICE Flash Voicemail Installation & Maintenance Manual • Emerald ICE HD Voicemail Installation & Maintenance Manual Emerald ICE HD Voicemail Installation Manual...
Page 21 PROCOMM FOR WINDOWS VERSION 4.7 UP Terminal setup (Direct Connect) Terminal type . . . . . . . . . . . . . TVI 950 Speed. . . . . . . . . . . . . . . . . . . 9600 Parity . . . . . . . . . . . . . . . . . . . None Word length . . . . . . . . . . . . . . 8 Stop bit . . . . . . . . . . . . . . . . . . 1 Terminal update . . . . . . . . . . . FAST Break length. . . . . . . . . . . . . . 350ms (350 1/10ths of a second) Terminal scroll method. . . . . . NORMAL Enquiry type . . . . . . . . . . . . . . OFF Terminal size . . . . . . . . . . . . . 25 Rows / 80 Columns XON/XOFF flow control . . . . . OFF Hardware flow control . . . . . . OFF Emerald ICE HD Voicemail Installation Manual...
Page 22 FUNCTION KEY MAPPING Most versions of Procomm Plus have only the first four function(F) keys mapped to terminal functions. Since ICE HD Voicemail uses all 12 Function keys, you may need to map the keys from to manually. Each F key has four states that can be programmed. You only need to program the NORMAL state. These settings are found under the Setup option, Terminal Setup, Keyboard files. The complete set of correct key mappings is below: . . . . . . . . . . . ^A@^M . . . . . . . . . . . ^AA^M . . . . . . . . . . . ^AB^M . . . . . . . . . . . ^AC^M . . . . . . . . . . . ^AD^M . . . . . . . . . . . ^AE^M . . . . . . . . . . . ^AF^M . . . . . . . . . . . ^AG^M . . . . . . . . . . . ^AH^M . . . . . . . . . . . ^AI^M . . . . . . . . . . . ^AJ^M . . . . . . . . . . . ^AK^M Once you have made these changes, save them and exit to the terminal screen. Press the key and the screen should refresh. If the system has been idle for five minutes or more the screen saver has activated. Press the bar and then the key to view the screens and begin programming. Emerald ICE HD Voicemail Installation Manual...
Page 23: 3 Installation Procedures
Installation Procedures Before You Start Proper preparation is the cornerstone of a successful installation and will result in improved customer satisfaction. Taking a few moments now to secure the necessary equipment, programming information and manpower requirements will save you many hours of frustration during the course of the installation, as well as enhancing the customer’s perception of how the new system will work for them. In order to properly set up the system, you should make sure the following items are available BEFORE starting the initial setup: • A system Voice Menu design plan that has been discussed with and approved by the end user. • A well‐spoken person available to do the necessary recordings for the system greetings. • A technician who is capable of doing any required PBX system program‐ ming. • All required documentation for the PBX options programming. You should plan to start the installation early enough in the day to allow sufficient time for customer changes, integration issues, etc. A good estimate is to allow 1‐2 hours for a complete installation, excluding the necessary time for training the end users. Make sure to review this installation manual BEFORE the day of installation. Emerald ICE HD Voicemail Installation Manuall...
Page 24: Installing Emerald Ice Hd Voicemail
Install the Emerald ICE HD Voicemail Voice Mail System card into the Emerald ICE system as follows. : Installation of Emerald ICE HD Voicemail System Figure 3-1 Card can be used for reference. Prior to installation of the Emerald ICE HD Voicemail System card, the system should be powered down or damage to the system can occur during the installation. Figure 3-1 Installation of Emerald ICE HD...
Page 25 1. Remove the 4 mounting screws from the CCB card and replace with the 4 standoffs supplied with the Emerald ICE HD Voicemail System card. Set the 4 mounting screws aside. 2. While holding the card close to the Emerald ICE cabinet connect the ribbon cable with the receptacle on the CCB card and connect the red/white power line connector with the receptacle on the 610‐2 board. 3. Line up the 4 mounting holes on Simlicity for ICE Voice Mail System card with the 4 stand offs on the CCB card. Firmly, secure the Emerald ICE HD Voicemail card to the CCB card with the 4 mounting screws previously set aside. 4. Turn the Emerald ICE cabinet power on and verify that the Voice Mail card green System Status LED’s at the top of the card is blinking. 5. Connect a 9‐pin serial cable male‐end to the female receptacle on the Emerald ICE Flash Voice Mail System card. 6. Connect the other end of the serial cable with the desired serial port on a laptop or PC. The Emerald ICE HD Voicemail System is now installed, synchronized and ready for programming on a laptop or PC. The card automatically starts up once it is inserted and receives power from the Emerald ICE bus. As Emerald ICE HD Voicemail boots up, you will see a series of screens open and close as the various drivers and programs load. Finally the port status screen will appear. Emerald ICE HD Voicemail is now installed and running. All that is left is to program the user mailboxes and voice menu options. Refer to Sections 3 through 7 for detailed instructions on Emerald ICE HD Voicemail system programming. The figure below shows the various ports and indicator lights located on the Emerald ICE HD Voicemail card. Emerald ICE HD Voicemail Installation Manual...
Page 26: Emerald Ice Pbx Programming
Figure 3-2 Emerald ICE HD Voicemail Card-Front View Emerald ICE PBX Programming Emerald ICE HD Voicemail requires no additional Emerald ICE programming. By default, the system is configured to operate with the Emerald ICE HD Voicemail system when the card is installed and the system is turned on. Emerald ICE HD Voicemail Installation Manual...
Page 27: Shutting Down The System
Shutting Down the System Perform the following sequence of actions to properly shut down the Emerald ICE HD Voicemail system: 1. Connect your programming PC system. At the main status screen, press the key and enter the system password(default is 1234). b. When the system menu appears, press 7 to shutdown the system. A pop‐up screen appears and gives you the choice of an immediate or friendly shutdown. d. The friendly shutdown ( ‐continue) waits until an in‐use port hangs up and then disables it. After all ports become disabled, the system then shuts down and exits to DOS. The immediate shutdown( ‐ Immediate) option, when selected, hangs up all ports immediately and exits to DOS. Emerald ICE HD Voicemail Installation Manual...
Page 28 Emerald ICE HD Voicemail Installation Manual...
Page 29: 4 System Programming
: System Administrator Mailboxes. Section 9 Programming Navigation When programming Emerald ICE HD Voicemail, remember that the program will always fill in leading zeros if and when they are required. This is true for all the programming fields throughout the system. When moving about in the programming screens it is important to know how the ...
Page 30 . . . . . . returns to the previous menu screen . . . . . moves forward through each field . . moves forward through each field . . . . . . deletes characters to the left as it is pressed . . . clears the screen and prepares a blank data entry record . . . clears the field where the cursor is currently placed . . . updates or saves information on the screen . . . deletes the current record on the screen after confirmation . . . moves to a sub‐window as described in the upper left corner . . . moves backward one screen after pressing . . . move to the previous data record . . . move to the next data record . . . performs a refresh of the screen display . . . replaces the key for multi‐key functions like ‐A Emerald ICE HD Voicemail Installation Manual...
Page 31: Main Status Screen
Main Status Screen The Main Status Screen displays the current status of the active system ports, allows entrance to the system programming menus and allows the running of the clean up routine manually. The lower section of the screen displays current statistical information about Emerald ICE HD Voicemail. Figure 4-1 Main Status Screen Keystrokes Available from the Main Status Screen The following function keys may be used at the Main Status Screen: . . . . . . brings up the Enter Password window. (The default password of 1‐2‐3‐4 may be changed.) . . . . . . toggles the screen saver on and off . . . . . manually starts the Disk Cleanup process . . . . . . prompts for a “Channel Number to Start” . . . . . prompts for a “Channel Number to Stop” Emerald ICE HD Voicemail Installation Manual...
Page 32 and Emerald ICE HD Voicemail will prompt for a “Channel Number to Stop.” Enter the port number that is off‐hook and press . To stop or start all ports, enter 99 as the port number and then press Field Descriptions The fields listed below are not programmable, however display important information about the current configuration of the system. This information may aid in troubleshooting a system fault. Ports Status Section Port ‐ This field indicates the voice mail port number (01 to 08). Ports 01 ‐08 will be active for a Emerald ICE HD Voicemail system. Status ‐ This information field displays the current activity for the specific port. Some of the functions that may be seen include Idle, Off‐hook, On‐hook, Playing, Get T.T. (Touch Tone). Mailbox ‐ This field displays the mailbox number that is currently being accessed by the port. This entry could be either a subscriber mailbox or a voice menu mailbox. If no mailbox is in use, the field is empty. Action ‐ This field displays the task/menu code that Emerald ICE HD Voicemail is currently executing. System Information Section System Version ‐ Displays the currently installed version number of the system software. Logic Version ‐ Displays the currently installed version of the Task/Menu control files. Ports ‐ Displays the number of voice mail ports that are available. Hours ‐ Displays the total message storage capacity of the Emerald ICE HD Voicemail hard drive. Hours Left ‐ Displays the amount of storage space currently available on the Emerald ICE HD Voicemail hard drive. Calls Since On Line Section ‐ These fields show information that is related to the last time the system was activated as shown in the Calls Since On Line date shown. Emerald ICE HD Voicemail Installation Manual...
Page 33 Calls Since On Line . . . . . [DATE] ‐ This field and the following three fields contain the date the system was last powered on and statistics regarding the number of calls handled since that date. Incoming ‐ Displays the total number of incoming calls that Emerald ICE HD Voicemail has received since being installed and the power turned on. Outgoing ‐ Displays the total number of outgoing calls that Emerald ICE HD Voicemail has processed since being installed and the power turned on. i.e. Pager outdials All Busy ‐Displays the number of times that all ports were in use simultaneously since being installed and the power turned on. Calls Since Midnight . . . . . [DATE] ‐ This field and the following three fields contain the current date of the system and statistics regarding the number of calls handled since midnight of that date. Incoming ‐ Displays the total number of incoming calls that Emerald ICE HD Voicemail has received that day since midnight. Outgoing ‐ Displays the total number of outgoing calls that Emerald ICE HD Voicemail has processed that day since midnight. i.e. Pager outdials All Busy ‐ Displays the number of times that all ports were in use at the same time on that day since midnight. This is useful information when trying to determine if a ports upgrade is needed to handle an increase of incoming traffic to the system. Emerald ICE HD Voicemail Installation Manual...
Page 34: Password Entry Screen
ICE HD Voicemail will not run the Disk Clean Up. The following error message will appear at the bottom of the screen: “Press any key to exit and run Clean Up.” Emerald ICE HD Voicemail will then run the clean up routine. Always remember to exit the programming screens.
Page 35: Site Administration Screen
Screen Saver The system has a screen saver that engages when a screen is being displayed and no action is taken for two minutes. It is recommended that the , , or keys be used when exiting the screen saver. Field Descriptions Refer to the field desciptions on page Site Administration Screen The Site Administration Screen, as shown below, sets a number of default parameters that the system will use. In the top half of the screen, you can set the number of digits for the mailbox numbers, telephone extension numbers, and password minimum and maximum lengths. Figure 4-3 Site Administration Screen Field Descriptions The following are fields on the Site Administration Screen: Mailbox Length ‐ This value is the number of digits in a mailbox number. Default for Emerald ICE HD Voicemail is three digits. All mailboxes in the system will normally have the same number of digits. Valid entries are two, three, four and five. Exceptions are the system control boxes as described later. Emerald ICE HD Voicemail Installation Manual...
Page 36 Trunk Access Code ‐ This value tells Emerald ICE HD Voicemail which trunk line to access in order to perform outbound dialing for system outcall operations. Valid entries may be individual trunk lines, or trunk group/route numbers including Least Cost Routing and overflow dialing groups. If this field is left blank, Emerald ICE HD Voicemail places the digit ‘9’ in front of the telephone number and will access the next available trunk line. Fax Extension ‐ Enter the extension number that is connected to the Fax machine that will be used to receive Fax calls routed through the Automated Attendant. When the Auto Attendant recognizes incoming Fax tones, it will transfer the call to this extension. Enter the characters &, followed by the extension number. For example: if the system Fax extension is 325 ‐ enter &, 325 in this field Operator Schedule Section When a caller dials Zero (0) to be transferred to an operator, the system determines the destination of this transfer based on three items: 1 ‐ where the caller is in the voice mail system 2 ‐ the current day of the week 3 ‐ the current time of day If the caller is in a Voice Menu or in a subscriber mailbox (type 1‐5) with an “On Zero GoTo” entry filled in and dials 0, the system will send the caller to the programmed destination. If neither of these first two options have a valid destination, or the caller presses 0 from anywhere else in the voice mail, the system will check and use the Operator entry fields on this screen to determine the destination of the request for the Operator. To make this decision, the system first looks at the Override field: 1. Override field is set to “Y” ‐ The system checks the AHM (After Hours Mailbox) field on that line. If the AHM field is empty, the system will transfer the caller to the destination specified in the “On Zero GoTo” entry in the Functions area. If the AHM field is programmed with a number from 1 through 4, the system will transfer the caller to the mailbox destination specified in the appropriate After Hours Mailbox as programmed in the Global Mailboxes area. Emerald ICE HD Voicemail Installation Manual...
Page 37 Zero GoTo” entry in the Functions area. If the AHM field is programmed with a number from 1 through 4, the system will transfer the caller to the mailbox destination specified in the appropriate After Hours Mailbox as programmed in the Global Mailboxes area. Lines a‐d determine the schedule of Operator assignments. Each line has three component fields that make up the schedule line: Days ‐ Valid entries in the Days fields are blank or any combination of the digits 1‐7, which represent Sunday(1) through Saturday(7). From and To ‐ These are the times that this line is considered to be active. The From and To entries are both entered in 24 hour format. Blank is a valid entry. AHM ‐ Enter the desired AHM mailbox number to be used for this time period. Valid entries are from 1 ‐ 4. These assignments are made in the Global Mailboxes Section. Global Mailboxes Section Sys Admin. ‐ Emerald ICE HD Voicemail allows the programming of two different system administrator mailboxes. The second administrator mailbox is convenient when there may be a secondary administrator who needs access to system programming in the absence of the primary System Administrator. Sys Admin. 1 is the default mailbox used by the system administrator to access the system and is set in default programming as Mailbox 555. See the System Administrator section and guide for more information on setting up the System Administrator mailbox. After Hours ‐ These fields provide the destinations for any After Hour Mailbox(AHM) assignments that have been made in the Operator Schedule Section. Valid entries are existing mailboxes on the system. Functions Section On Zero GoTo ‐ This field is utilized by the operator schedule when the AHM entry is left empty. There are two sections. The first section may contain a D for dialing a telephone system extension or an M for sending the caller to a mailbox. The second section contains either the extension or mailbox destination number. Emerald ICE HD Voicemail Installation Manual...
Page 38 Disk Cleanup routine can take anywhere from 3 minutes up to approximately 30 minutes. System Message ‐ This is an informational field that lets the System Administrator know if there is a system wide broadcast message in effect. No entries need to be made in these fields for a broadcast message to be sent to all mailbox subscribers. However, if a PLUS is displayed signifying a broadcast message is in effect, then changing it to MINUS will disable the broadcast message notification in the subscribers’ mailboxes. The broadcast message, however, will not be deleted when the field is changed to MINUS. Message notification to subscribers’ mailboxes can be enabled by changing the field back to a PLUS. 4-10 Emerald ICE HD Voicemail Installation Manual...
Page 39 A broadcast message is only deleted when a new broadcast message is recorded by the System Administrator, or the System Administrator manually deletes it. This is helpful when the same broadcast message needs to be sent at various times during the year. The message does not have to be re‐recorded, just re‐activated.Port Usage ‐ This field determines how a port is used for outcalls, message waiting indicator(MWI) notification or neither function. Entries are only required for installed equipment ports (1‐24). The four valid field entries are: N ‐ indicates that this port will not be used for Outcalls or Message Waiting O ‐ indicates that the port will be used for Outcalls only M ‐ indicates that it will be used for Message Waiting only B ‐ indicates that the port will be used for both Message Waiting and Outcalls Directory Opt. ‐ This field determines whether the first or last name prompt is used with the Dial By Name Directory feature. If the field is empty (the default) or contains a “1,” the system uses the last name for directory searches. If the field contains a “3”, the system uses the first name for directory searches. 4-11 Emerald ICE HD Voicemail Installation Manual...
Page 40: Holiday Dates Administration Screen
Holiday Dates Administration Screen The Holiday Dates Administration Screen is reached by pressing while in the Site Administration Screen. Holiday Dates allows for the programming of recurring dates that require special greetings to be played to the caller. Each date can have its own greeting and menu structure or all dates can use the same greeting and menu structure. It is recommended that Holiday Dates table that contain traditional holidays such as July 4 or December 25 be re‐programmed each year. To access the Holiday Dates screen, use the key while in the Site Administration Screen. Figure 4-4 Holiday Dates Administration Screen FIeld Descriptions The following are fields on the Holiday Dates Administration Screen: Table No ‐ This field contains the port number and the table number assigned to the port(s). Port numbers can be assigned in two ways. A single port may be designated i.e. 01, or 99 can be entered to designate that all ports will use the same table. 4-12 Emerald ICE HD Voicemail Installation Manual...
Page 41 Enter the port number or 99 for all ports. After the colon enter the table number. Multiple pages of tables are accessed by scrolling with the keys. Start Date – Time ‐ Enter the date and the time that this holiday schedule is to begin. This must be entered in 24‐hour format HHMM. Until Date – Time ‐ Enter the date and the time that this holiday schedule is to end. This must be entered in 24‐hour format HHMM. Action ‐ This field tells Emerald ICE HD Voicemail what to do when the schedule is activated. The action can be sending a caller to a pre‐recorded Voice Menu (C) or the caller can be sent directly to a designated mailbox (M). For example C‐81, 1 sends the caller to Voice Menu 81, greeting 1 where the caller may make menu choices; M‐0000200 sends the caller to mailbox 200 to take a message. Comments ‐ This field allows a description of the action that Emerald ICE HD Voicemail is to perform. This is for programming information only and has no effect on operation of the holiday schedules. Recommendations The Start Time should be the time when your company closes for the holiday and the Until Time would be when your company re‐opens for regular business. For example, let’s say the holiday is Labor day, which always falls on a Monday. Set the Start Time for 5:00PM on Friday and the Until Time for 8:00AM on Tuesday morning. This will cover the entire weekend as a holiday. 4-13 Emerald ICE HD Voicemail Installation Manual...
Page 42: Mailbox Linking Screen
Mailbox Linking Screen Emerald ICE HD Voicemail features the ability to allow a variety of message transfers between mailboxes. There are four Link Types available to serve different applications. Each individual link is one way and goes from one mailbox to another mailbox or from one mailbox to a system group list. The mailbox specified in Mailbox 1 will hear a standard prompt informing the subscriber that their mailbox is linked to another mailbox/group. This prompt is played for Mailbox 1 no matter what link type is active. To delete an entire mailbox link, position the cursor anywhere on the line and press the (Delete) key. Figure 4-5 Mailbox Link Administration Screen 4-14 Emerald ICE HD Voicemail Installation Manual...
Page 43 When the subscriber enters mailbox 1 Emerald ICE HD Voicemail announces: “Messages being sent to your mailbox are automatically copied to . . . (the system plays the linked-to mailbox subscriber’s name).” Link Type 2: Direct Mailbox with Greeting ‐ A Direct Mailbox with Greeting links one mailbox to another and directs all messages to the second mailbox of the link. This link is useful in providing two mailboxes each with a separate ...
Page 44 When the subscriber enters mailbox 1 Emerald ICE HD Voicemail announces: “Messages being sent to your mailbox are automatically copied to . . . (the system plays the linked-to mailbox subscriber’s name).” Link Type 3: Supervisor’s Link ‐ This type links one mailbox to another and directs a copy of all messages sent to the first mailbox on to the second mailbox and lights the MWI for both mailboxes. When outside callers dial mailbox 1, they will hear the name and greeting for mailbox 1. And when a message is left, the message will go to mailbox 1, with a copy directed without comments to mailbox 2. The Message Waiting Indicator (MWI) associated with both mailboxes will light. If mailbox 1’s subscriber deletes the message in mailbox 1, there will still be a new message waiting to be heard in mailbox 2.
Page 45: 5 Mailbox Programming
Mailbox Programming Mailbox Administration The Mailbox Administration Screen is used to add, modify or delete individual subscribers’ mailboxes. The screen has fields to assign a mailbox’s Type, Class of Service and the Owner Name of the mailbox subscriber. The Owner Name is used by the Dial by Name directory feature. Both of the System Administrator Mailboxes are also set up using this screen. Figure 5-1 Mailbox Administration Screen When a mailbox is first added using the keyboard, it is assigned the default password of 0000. This default password is needed to access the mailbox for the first time. When Subscribers access their mailbox for the first time, the system takes them through a setup tutorial. During this tutorial, the mailbox subscriber is required to enter a new, different password. If the mailbox subscriber forgets the new password, the system administrator can reset the password using the System Administrator’s mailbox functions. Emearld ICE HD Voicemail Installation Manual...
Page 46 500 General Delivery Mailbox 555 System Administrator Mailbox 900‐906 System Control Mailboxes ‐ DO NOT DELETE OR MODIFY Adding Subscriber Mailboxes It is always a good idea to coordinate with the customer and design the system plan before attempting to program the Emerald ICE HD Voicemail system. The following information should be gathered from the customer before beginning to add mailboxes: 1. Determine the digit lengths for both the Mailbox and Extension numbers and make sure they are entered correctly in the Site Administration screen. These are usually the same length, but may be different. 2. List the Class of Service and Mailbox type that will be assigned to each subscriber mailbox. 3. List mailboxes where Multiple Message Waiting Indicators will need to be assigned. 4. List mailboxes where Outcall dialing will be required and the numbers that need to be dialed. Also check if they are home or beeper numbers. 5. List mailboxes that will require a dedicated “Dial Zero” option and record the destination number. 6. Decide which programmable options will be required for each mailbox. 7. Make a list of any special mailboxes that will be required. I.e. Question & Answer, Bulletin, Status, etc. Emerald ICE HD Voicemail Installation Manual...
Page 47 To add a new mailbox, press the key and enter “Y” when prompted “Clear Screen?” Enter the new mailbox number. If it has not yet been programmed, Emerald ICE HD Voicemail will prompt “Information Not Found. F1 for Closest. Enter To Continue.” Press to accept the new mailbox number and continue programming the mailbox. If you press , you will be sent to the closet mailbox to the number you entered. Mailbox Range Programming: To add a range of mailboxes, add the first new mailbox number of the range needed as above. After saving, press the key combination +A. Emerald ICE HD Voicemail will prompt: Input Range of Mailbox, [ICEXXX‐XXX] Type ICE followed by the starting mailbox number, a dash (‐), the ending mailbox number and then press the key. Be sure not to add any spaces in the information being typed. For example: enter [ICE400‐499] to add mailboxes 400 through 499 The system will prompt you if you would like the program to allow you to add the mailbox names as they are added. Select Y if you wish to enter names now or N to enter them later. Extension ‐ This is the physical extension number associated with a specific mailbox that is dialed by the system when using the Automated Attendant transfer. If this mailbox is going to be assigned to take messages ONLY and there will be no physical extension, place a MINUS in this field. Do this with ALL Voice Menu mailboxes, Bulletin Board mailboxes and any other that will not transfer to a physical extension. Class of Service ‐The number of the Class of Service that has been assigned to this mailbox. The Class of Service determines the individualized features and settings that a given mailbox will use. Emerald ICE HD Voicemail comes with default COS 100 and 700. COS 100 is for general subscriber mailboxes and COS 700 is for the system administrator. Emerald ICE HD Voicemail Installation Manual...
Page 48 This is a subscriber mailbox that plays the recorded Company Name followed by the mailbox greeting, but no system prompts are played, it just provides the tone to begin recording a message. This is a subscriber mailbox that plays the mailbox greeting and the caller is given a choice of dialing one (1) to leave a message or zero (0) to reach the operator. If nothing is dialed, the caller automatically transfers to the operator as defined by the Mailbox ON ZERO GOTO field or if there is no entry there, the ON ZERO GOTO field in the Site Administration screen. This is a mailbox where there are no greetings when accessed. All the caller will hear is a beep to begin recording. Question and Answer mailbox that confirms a caller’s answers by repeating the recorded answer capabilities. You may record up to 99 questions to be answered. See Notes 1 & 2 below. Question and Answer mailbox that confirms a caller’s answers without repeating the recorded answers. You may record up to 99 questions to be answered. See Notes 1 & 2 below. Question and Answer mailbox that just present questions, records the callers’ answers and then hangs up. You may record up to 99 questions to be answered. See Notes 1 & 2 below. Emerald ICE HD Voicemail Installation Manual...
Page 49 This type is used to program the intercom paging zone destinations in mailboxes 9400‐9409. Enter the correct paging zone number in the ALT‐EXT field. See Mailbox Options for additional information. This type is assigned to UCD Announcement Mailboxes. You program the UCD group to go to the voice mail and send the ID digits for the UCD mailbox. Once the mailbox is accessed, the recorded greeting will play and then hang up. This provides status updates for callers that are holding in the UCD queue. Hotel Guest mailbox ‐ provides a limited number of functions for a hotel room guest ‐ greeting and wake‐up calls only This is a listen only mailbox used to make announcements and hangup. You may record up to seven announcements that will play one after the other. The seven announcements are recorded as greetings 1 through 7. This is a listen and reply mailbox used to ask questions and get a caller’s response to the announcements. You may record up to seven announcements that will play one after the other. The seven announcements are recorded as greetings 1 through 7 This is a listen and transfer mailbox used to make an announcement to a caller and then automatically transfer them to the destination programmed in the ON ZERO GOTO field. You may record up to seven announcements that will play one after the other. The seven announcements are recorded as greetings 1 through 7. This is a listen and reply mailbox used for order‐entry types of applications. The caller is asked to provide specific information and when completed, the mailbox restarts itself to get another set of information from the same caller. Typically used for Order Entry type applications. UCD Announcer ‐ same as type 18 except no prompts are played This type sends a caller to the entry point for subscribers. This type is used in conjunction with a Voice Menu box only. The default system mailbox for this feature is 900. Emerald ICE HD Voicemail Installation Manual...
Page 50 Special Transfer / Forwarding ‐ *** IN DEVELOPMENT *** This type provides a method to send callers to specific Voice Menu Mailboxes. When a caller is routed to this type of mailbox, they are immediately sent to the Voice Menu box that has been programmed in the ALT EXTENSION field. i.e. If 5 is entered in that field, when the mailbox is accessed, the caller will be sent to Voice Menu 5 Greeting 1. Hotel Front Desk Operations. Allows a hotel desk attendant to reset a mailbox to default values when a guest checks out of the hotel. This type activates the various system administrator functions. This mailbox type should only be given to the actual System Administrator boxes as defined in the Site Administration screen. Technical Support Schedule Mailbox ‐ *** IN DEVELOPMENT Note 1 ‐ When using any of the Q&A mailboxes, enter the number of questions that must be answered to make a call valid in Box Options Position 1. Acceptable entries are 1 ‐ 9, 0 or blank. Note 2 ‐ When using Question & Answer mailbox types, you MUST make a separate Class of Service for these mailboxes. In this COS, you must enter a value of 01 or higher in the MAX SILENCE IN MESSAGE field. If you do not do this, the first question will play and record the answer, but it will not proceed to the next question in the group. Owner Name ‐ Enter the last name and first name of the mailbox subscriber. It is important to spell the name properly since it will be used in the Dial by Name directory feature. Place an exclamation point (!) before the name if this subscriber does not want to be found when the Dial by Name feature is used. Emerald ICE HD Voicemail Installation Manual...
Page 51 • The number of system messages • MWI marked as on or off MWI ‐ This field is where you program the extension number where the Message Waiting Indication needs to be left when there is a new message in the mailbox. If there is no corresponding physical extension for message waiting place a MINUS in the field. Comments ‐ Use this field to provide information about the particular mailbox. For example, in mailbox 555 the Comments field contains “System Manager Mailbox.” Active Greeting ‐ This is a display field that indicates what greeting or name has been recorded in this mailbox. The possible entries that may be displayed are: 1 ‐The mailbox greeting has been recorded 2 ‐The mailbox name has been recorded. 3 ‐The mailbox temporary greeting is active This helps the System Administrator know what a caller hears for a given mailbox. New User Intro ‐ This field indicates whether this mailbox has been set up by the subscriber yet. There are two valid entries: Y. . . . indicates that the mailbox remains unused N. . . . indicates that the mailbox subscriber has used the tutorial, changed the password, and recorded his/her name and greeting. The System Administrator may reactivate the new user tutorial at any time by entering a Y in this field. They may also set this option to N for an experienced user. Outcalls ‐ This field controls whether the mailbox subscriber is allowed to set up and use the outcall feature. Enter “Y” if outcalling is allowed. For security reasons, you should not activate this feature unless it is needed by the Subscriber. The System Administrator cannot activate this feature through the System Administrator mailbox. It must be activated from the keyboard. On Zero GoTo ‐ This field is used to identify what action the system should take when the caller dials 0 while the mailbox greeting is being played. The allowable entries are: Emerald ICE HD Voicemail Installation Manual...
Page 52 bar or key to move through the ten positions: [ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ] 1 2 3 4 5 6 7 8 9 The functions of each position and the allowable programming options are: Position 1 ‐ Mailbox Operation Mode 0 . . . . allows callers to transfer to the programmed extension. Subscriber must input their password when entering the mailbox. 1 . . . . sends callers directly to the mailbox to leave a message. Subscriber must input their password when entering the mailbox. Most commonly used when there is no physical extension associated with the mailbox. 2 . . . . allows subscriber to determine whether to answer a call at the extension or let the mailbox take a message. When this option is set, Emerald ICE HD Voicemail will screen the call and notify the subscriber who is calling. Subscriber must input password when entering mailbox. 3 . . . . allows callers to transfer to the programmed extension. Password is not required to enter the mailbox. 4 . . . . sends callers directly to the mailbox to leave a message. Password is not required to enter the mailbox. 5 . . . . allows subscriber to determine whether to answer a call at the extension or let the mailbox take a message. This option has Emerald ICE HD Voicemail screen the call and notify the subscriber who is calling. Password is not required to enter the mailbox. 9 . . . . allows subscriber to transfer messages from one mailbox to another by specifying the destination mailbox in the Alt Extension field (for Multi‐ Extension Mailbox applications). Emerald ICE HD Voicemail Installation Manual...
Page 53 Regardless of the above option settings, time and date stamp information is always available by pressing 5 at any time while listening to the message. Position 3 ‐ Secondary MWI Lamp Option This option determines if an MWI indicator needs to be lit for two keysets sharing one mailbox. 1 . . . . tells Emerald ICE HD Voicemail to send MWI codes for both mailbox A and B when messages are left in mailbox B for the mailbox programmed in the Alt Extension field. See for Section 10- System Features further information. Position 4 ‐ [Not currently used] Emerald ICE HD Voicemail Installation Manual...
Page 54 Position 6 through 10 ‐ [Not currently used] Example Options Setup A sample entry for Box Options could be: [ 5 2 _ _ 2_ _ _ _ _ ]. With the options being set this way, the system would perform the following functions: 5 . . . . (Position 1) find out the caller’s identity (make sure that COS field, Call Supervision is set to “4” for this to work) to give the subscriber the opportunity to accept the caller or send them to the mailbox to take a message. Additionally, when the subscriber enters his mailbox he would not be required to enter a password during hours that do not have an After Hours Mailbox assigned in Site Administration. 2 . . . . (Position 2) the mailbox would announce the time and date AFTER each message was played to the subscriber 2 . . . . (Position 5) the user would be paged over all keysets in paging group 2 when a call was ringing on their phone Alt Extension ‐ If a specialized mailbox type, for example Type 17 for paging, is specified, this field contains any digits required for these specialized functions to work. The mailbox with Type 17 would contain the page zone directory number to announce the call prior to Emerald ICE HD Voicemail transferring the caller to the Subscriber’s telephone. In the sample entry for Box Options above, position 5 contains a “2” for intercom paging. The Alt Extension field in default mailbox 9402 must contain the directory number used to page this Subscriber in zone 2. Another example would be if there was a mailbox on the Emerald ICE HD Voicemail system connected to a mailbox on another system (Type 6 in Mailbox Bin Numbers Administration), then the destination mailbox is entered in the Alt Extension field. Other specialized mailbox types are: Multi‐Site Message Forwarding and Multi‐Extension Mailbox Access. The field also is used to enter voice menus and mailbox numbers to light multiple message waiting indicators. Active Guests ‐ These fields are for informational purposes only, and do not require programming. These fields show the number of guest passwords a subscriber has activated in the mailbox. An “!” indicates an active guest is entered. A “‐” indicates an inactive guest. 5-10 Emerald ICE HD Voicemail Installation Manual...
Page 55: 6 Outcall Administration
Outcall Administration Outcall Administration Screen Every mailbox has the built in capability to make outcalls to pagers and home phones when a new message is left in the mailbox. If this option has been enabled for a specific mailbox, a schedule to control the outcalls is required. Every subscriber’s schedule is programmed through the Outcall Administration Screen. Figure 6-1 Outcall Administration Screen Each subscriber has an outcall schedule for weekdays and a separate schedule for weekends. Both the weekday and weekend schedule are able to be divided into two schedules (Schedule 1 and Schedule 2). In addition there is an Override schedule (Schedule O) for weekdays and for weekends, and a wake up schedule (Schedule W). When the Override schedule is programmed, it takes the place of schedules 1 and 2. Emerald ICE HD Voicemail Installation Manual...
Page 56 Remember that if there is an entry in this field, the outcall will ONLY occur when the message received in the mailbox is from that sender. Delay NM(Normal Messages) / PM(Priority Messages) ‐ This field determines how long Emerald ICE HD Voicemail waits until it performs an outcall. Allowable entries are: 00 ‐ for immediate outcall 01 ‐ 09 to indicate hours to wait before activating the outcall 10 ‐ 99 to indicate minutes. Different values may be entered: for these two fields ‐ i.e. NM=01 and PM=00 means that the ICE HD Voicemail will wait one hour to send an outcall notification for normal messages but will immediately send an outcall notification for Priority messages. Call Time From/Until ‐ The start and stop time during which an outcall will be attempted. Enter the time in 24‐hour clock format (e.g., 2 p.m. is 14:00). This is entered for each of the schedules (1 and 2, Override and Wake‐up). This allows users to receive pages only during bthe hours desired. Emerald ICE HD Voicemail Installation Manual...
Page 57: Mailbox Bin Number Administration Screen
Override Status ‐ This field is used both to indicate and to change the status of the override schedule. A one (1) in this field indicates the override schedule is on for this schedule. A zero (0) indicates that the override schedule is off. Mailbox Bin Number Administration Screen The Mailbox Bin Numbers Administration Screen is used to program the phone numbers used by mailboxes that are allowed to make Outcalls. Figure 6-2 Mailbox Bin Number Administration Screen There are four fields that need to be programmed for each bin number entry. Each time an entry is saved, Emerald ICE HD Voicemail will numerically sort all the existing entries. The mailbox bin screen uses a multi‐page format. All bin entries for the same mailbox are listed together on these pages. Emerald ICE HD Voicemail comes default with two pages of entries. When this two‐page limit has been reached, additional pages may be added by following these steps: 1. Press to save the second page 2. Press to clear the screen ‐ this starts a new page of entries 3. Add additional bin entries as required Emerald ICE HD Voicemail Installation Manual...
Page 58 You must first save page 2 by pressing , Y and then use the procedure above to add a new page. Field Descriptions The following are fields on the Mailbox Bin Numbers Administration Screen: Mailbox ‐ Enter the mailbox number that relates to this bin entry. Bin ‐ Enter the number to be programmed: 01 ‐ 09 for standard bins, 91‐99 for One‐Touch dialing from a mailbox greeting. Type ‐ Enter the type of Outcall to be made using this telephone number. The valid entries are: 1 . . . . for an external number such as a cellular or home telephone 2 . . . . for internal extension number within the local phone system 3 . . . . for a beeper number 4 . . . . for an external connection to an answering machine 7 . . . . used for bins 91‐99 when assigning One‐Touch dialing to an individual mailbox. Emerald ICE HD Voicemail Installation Manual...
Page 59 If a mailbox has multiple entries, please save the entry and press clear the screen before entering the next bin number’s information. This will keep the system from modifying an existing entry. Emerald ICE HD Voicemail Installation Manual...
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Page 61: 7 Voice Menu Programming
Voice Menu Programming Voice Menu Boxes The power of Emerald ICE HD Voicemail call processing is controlled by the Voice Menu Box. The programming for these boxes determine how a call is processed when received by Emerald ICE HD Voicemail. When callers are routed to a Voice Menu Box, they hear a greeting based upon the day and time of day as programmed. While listening to the Voice Menu Box greeting, callers may select choices by pressing the DTMF keys on their telephone. These choices may send callers to a specific extension, a mailbox, or even to another Voice Menu Box for further processing. You can even program destinations for callers that cannot dial DTMF: i.e. those callers with rotary dial telephones. Voice Menu boxes can contain up to nine different greetings. Greetings 1 through 8 are programmable to allow for different time schedules and routing options. Emerald ICE HD Voicemail Installation Manuall...
Page 62: Voice Menu Operation Overview
Any time it seems that your Voice Menu programming is correct, but the wrong greeting is playing, always check to see if greeting 9 has been recorded. Voice Menu Operation Overview The Voice Menu Administration Screen is where all of the voice menu programming occurs. Figure 7-1 Voice Menu Administration Screen Emerald ICE HD Voicemail Installation Manual...
Page 63 for more detailed information. Administrator Mailboxes If Emerald ICE HD Voicemail’s operation is changed from automatic to either of the two manual modes by the System Administrator, the Fixed Day and Fixed Night Voice Menus must be recorded with the appropriate greetings. If they are not, then the system follows the Voice Menu 1, greeting 1 and Voice Menu 1, greeting 2 programming.
Page 64: Voice Menu Box Routing Issues
NEVER delete Voice Menu 1, Greeting 1. In most cases, Emerald ICE HD Voicemail looks for Voice Menu 1, Greeting 1 as a starting point for processing the caller. If Emerald ICE HD Voicemail does not find this greeting, the system will answer and then hang up on the caller.
Page 65 Greeting ‐ This field contains the number of the greeting that this screen represents. (1‐8) Emerald ICE HD Voicemail Installation Manual...
Page 66 1PM is entered as 13:00. Otherwise Continue ‐ When a call is answered, this field tells Emerald ICE HD Voicemail where to look for the next greeting to be played when the active days and times for a screen don’t match the current day and time. The allowable entries in the field before the dash are: D. . . . for unsupervised(blind) transfers to a phone extension M . . . to send a caller to a specific mailbox C. . . . to route the caller to a Voice Menu. Entries allowable after the dash are 1 ‐ 99 and 1 ‐ 9 after the colon in the Greeting field. Examples: 1 If C‐1:2 is the entry, Emerald ICE HD VoicemailEmerald ICE HD Voicemail sends the caller to Voice Menu 1, Greeting 2. 2 If D‐401 is the entry, the caller is transferred to extension 401. 3 If M‐431 is the entry, the caller is sent to mailbox 431 to leave a message. Data ‐ This field determines whether the voice menu will count each time a Voice Menu key is pressed. The totals may be used to provide reports to the System Administrator on how often a given menu choice is selected. In default programming, no counting is performed. An empty field is the default value. If “Y” is entered in the field, the mailbox will count the keystrokes. Forced Listen ‐ This field determines whether the caller must listen to all of the Voice Menu greeting before being able to dial any options. If a “Y” is entered in the field, Emerald ICE HD Voicemail will not act upon any DTMF digits before the greeting has completed playing. Comments ‐ This field is used to enter a detailed description of the Voice Menu. This is particularly important when the customer has a number of different Department menus for instance. When it is easy to determine a Voice Menu Box function, there is less chance of any programming errors. Emerald ICE HD Voicemail Installation Manual...
Page 67: Dtmf Key Assignments
Do not assign any Mailbox destination other than M-902 for digits that match the leading digit for your mailbox/PBX extension numbering plan. If you do, the Automated Attendant feature will not function. This does not apply to D or C destinations. [D][xxx] - any valid telephone extension number in the PBX. This is a BLIND (unsupervised) transfer. Emerald ICE HD Voicemail Installation Manual...
Page 68 , followed by the the affected port number. If you need to have a greeting repeated to the caller if they do not select a choice, increase the number in the T.O option as required for your application. Data Total ‐ This field displays the total number of times that all keys in the Voice Menu Box were pressed. This total includes all Invalid Keys and Time Out actions. A setting of Y for “yes” will display the totals in the Data Total field. Emerald ICE HD Voicemail Installation Manual...
Page 69: Emerald Ice Voicemail Port Assignment
Programming Example: the system extensions are in the 1xx, 2xx and 3xx ranges. The customer also wants to have a menu that will let a caller press for Accounting, for Administration and for Technical Support. The desired routing needs to be: Accounting goes to Voice Menu 2 Administration goes to Extension 425 Tech Support goes to Voice Menu 5 Once pressing the desired digit, the Caller will be routed to the correct Voice Menu with further destinations to choose from. This scenario is programmed in Voice Menu 1 digit fields as follows: (1)‐[C‐2:1] (2)‐[D‐425____:_] (3)‐[C‐5:1] (4)‐[M‐902____:_] (5)‐[M‐902____:_] (6)‐[M‐902____:_] (7)‐[M‐902____:_] (8)‐[M‐902____:_] (9)‐[M‐903____:_] (*)‐[M‐901____:_] (0)‐[D‐0______:_] (#)‐[M‐900____:_] When a caller presses , or the system will wait to see if any more digits are dialed. If they are, the system will then transfer the Caller to the desired extension number. If no further digits are entered, the system will then send the Caller to the programmed destination. Emerald ICE HD Voicemail Installation Manual...
Page 70 INCORRECT: [D][0000424] ‐ dials 0 when the Voice Menu key is pressed. CORRECT: [D][424____] ‐ dials 424 when the Voice Menu key is pressed. When programming Emerald ICE HD Voicemail, remember that the program will always fill in leading zeros if and when they are required. This is true for all the programming fields throughout the system. 7-10 Emerald ICE HD Voicemail Installation Manual...
Page 71: Linking Voice Menu Boxes For Complex Menu Systems
If you are recording a Holiday Voice Menu box such as 81, the proper entry would be 81 in a two-digit system and 081 in a three digit system 4. Once you enter the desired mailbox number, you will be prompted: Greetings: “To listen press one.” “To record press two.” “To erase press three.” Press two to record your greeting. 7-11 Emerald ICE HD Voicemail Installation Manual...
Page 72 Once greeting 9 is erased, the programmed greetings will function again. 6. The system will prompt you to begin recording and to press when you are finished. 7. After you confirm the recording by pressing , you will be returned to step 4 to perform any other recording functions that you may need to do. It is recommended that you now listen to your new greeting to verify that it has been recorded properly by pressing followed by the greeting number. 8. Once you have finished working with the recordings, press three times until you exit the system 9. Test the various operation modes to ensure the proper greetings are playing as required. 7-12 Emerald ICE HD Voicemail Installation Manual...
Page 73: Figure 7-2 Incoming Call Flow Diagram
Figure 7-2 Incoming Call Flow Diagram Alternate Greeting 1 7-13 Emerald ICE HD Voicemail Installation Manual...
Page 74: Figure 7-3 Voice Menu Operations
Figure 7-3 Voice Menu Operations 7-14 Emerald ICE HD Voicemail Installation Manual...
Page 75: Figure 7-4 Voice Menu Tenant Operations
Figure 7-4 Voice Menu Tenant Operations 7-15 Emerald ICE HD Voicemail Installation Manual...
Page 76 7-16 Emerald ICE HD Voicemail Installation Manual...
Page 77: 8 Class Of Service Administration
Class of Service Administration Mailbox Class of Service Administration Screen Emerald ICE HD Voicemail allows you to establish multiple Classes of Service (COS). Each mailbox in the system is assigned a Class of Service. The COS controls access to various features and system resources in addition to certain system settings. The Mailbox Class of Service Administration Screen is used to program the various COS features. Figure 8-1 Mailbox Class of Service Administration Screen Emerald ICE HD Voicemail Installation Manual...
Page 78 4. Press to accept the new Class of Service number. 5. Enter the desired values into the screen fields. 6. Press to save the new COS information. To modify an existing Class of Service, follow these instructions: 1. From the programming menu, press for Class of Service. 2. Press and enter “Y” when prompted “Clear Screen?” 3. Enter the desired Class of Service number. 4. Modify the desired values in the screen fields. 5. Press to save the modified COS information. To delete an existing Class of Service, follow these instructions: 1. From the programming menu, press for Class of Service 2. Press and enter “Y” when prompted “Clear Screen?” 3. Enter the desired Class of Service number 4. Press to delete the currently displayed COS information. You will be asked for confirmation before the deletion is actually performed. Emerald ICE Voicemail Installation Manual...
Page 79 When programming Emerald ICE HD Voicemail, remember that the program will always fill in leading zeros if and when they are required. This is true for all the programming fields throughout the system. Field Descriptions In most fields, the number of spaces determines the length of valid entries. For example: the Max Message Length field has four spaces, so the maximum time length could be set for up 9999 seconds. Number ‐ This is the number used to refer to this Class of Service as defined on the screen. The number must be three digits that can range from 001 to 999. ...
Page 80 Future Messages Delivery ‐ Future Messages Delivery is a feature that permits a subscriber to record a message and then have the system deliver the message sometime in the future. This parameter provides a limitation on how far in advance a subscriber can send a message. This value is entered in days. The range for this entry is 000 to 999 days. Max Future Messages ‐ This field limits the number of messages a subscriber can have marked for Future Messages Delivery. The range for this entry is 000 to 999 messages. Message Scroll ‐ 1,FIFO 2,LIFO This value is used to change the order in which a subscriber hears messages. The allowable values are: 1. The message playback is first in, first out. 2. The latest message delivered to a mailbox is the first message heard, and messages play in the reverse order from their entry in the mailbox. Max No Of Guests ‐ This parameter limits the number of guest mailboxes a subscriber can set up for use by other persons. The subscriber can have up to a total of nine Guest mailboxes: Guest mailbox 1 is a mailbox that has secretary privileges only ‐ it can only play the date and time stamp information of messages contained in the subscriber’s mailbox. The secretary mailbox cannot play the actual messages in the subscriber’s mailbox, and cannot receive or send messages. Guest mailboxes 2 to 9 are reserved for use by guests. Silent Monitor Record Len ‐ When using the Silent Record feature, this is the maximum amount of time that a recording can be made. Once this time limit has been reached, the Recording LED will go out to show that recording has stopped and saved as a mailbox message. You may press the Record button again to start a new recording session on the same call. Each session will be stored as a unique message. If there are users that require longer recording periods, it would be advisable to make a new Class of Service for these users. The range for this entry is 000 to 999 minutes. You must have at least 001 minutes entered in order for the feature to activate. If the entry is 000, the Recording LED will not come on since the feature has not been activated. Emerald ICE Voicemail Installation Manual...
Page 81 The Emerald ICE HD Voicemail system announces to a caller that there are 30 seconds left to record. Even though the value can be changed here, the recorded prompt does not change from 30 seconds to the value entered in this field.
Page 82 1 in the User Controlled Transfers field. MWI Option ‐ This parameter effects how Message Waiting Indication signals are sent to the Emerald ICE system for processing a MWI indicator on a given telephone set. The default value from the factory is set to 3. It is recommended to use this setting. The allowable entry values are listed below. The NEW description represents the MWI action taken when a new message is left in the mailbox. The CHECK description represents the MWI action taken when a user enters their mailbox to check their messages. 1 NEW ‐ only the first new message received in the mailbox will cause the MWI ON code to be sent to the Emerald ICE system. CHECK ‐ the MWI OFF code will not be sent to the Emerald ICE until ALL new messages have been either saved or erased. 2 NEW ‐ every new message will send the MWI ON code to the Emerald ICE system. CHECK ‐ The MWI OFF code will be sent to the Emerald ICE as soon as the user enters a valid password and then presses to listen to their messages. 3 NEW ‐ every new message received in the mailbox will cause the MWI ON code to be sent to the Emerald ICE. CHECK ‐ the MWI OFF code will not be sent to the Emerald ICE until ALL new messages have been either saved or erased. Emerald ICE Voicemail Installation Manual...
Page 83 CHECK ‐ the MWI OFF code will be sent to the Emerald ICE as soon as the user enters a valid password and presses to listen to their messages. 5 NEW ‐ every new message received in the mailbox will cause the MWI ON code to be sent to the Emerald ICE. CHECK ‐ the system will check the mailbox status after every New, Save, or Delete action is made by the user and will send the correct MWI action code as required. This option will increase the MWI activities in a busy system. When using this setting, allocate more than one port for MWI call-outs. Emerald ICE HD Voicemail Installation Manual...
Page 84 Emerald ICE Voicemail Installation Manual...
Page 85: 9 System Administrator Mailboxes
Introduction General Information The System Administrator mailbox in Emerald ICE HD Voicemail is dedicated to the System Administrator’s needs and functions. It can be used to send broadcast announcements, set various features and perform various system maintenance functions. It has full voice mail capability and can send or receive normal subscriber messages as well. In Emerald ICE HD Voicemail, two separate System Administrator mailboxes are available. This permits a second person to access the administrative features when one person is out of the office, or otherwise unavailable. Using the System Administrator’s mailbox, there are options to: • Record any of the Voice Menu greetings. • Create or delete a broadcast announcement. • Add or delete mailboxes. • Reset any mailbox password. • Record greetings for any mailbox in the system. • Reset message waiting indicators (MWI). • Manage system group distribution lists. • Set the system date and time. • Change the system operating mode. • Record the company name. • Perform system shutdown procedures. Emerald ICE HD Voicemail Installation Manual...
Page 86 If a voice mail key is programmed, press * to access the main menu and then press # followed by the administrator’s mailbox number (the default is 555) 4. The Main Menu for System Administration now plays. 5. Press to exit the system when done. Voice Menu Greetings Using Voice Menus, Emerald ICE HD Voicemail can be programmed to answer a call, play a greeting (providing a listing of choices to dial) and then wait for the caller to press a digit. The caller uses the dial pad of a DTMF keyset to select a destination. Based on the digit(s) the caller presses the Voice Menu routes the caller to the appropriate destination. Voice Menus can be programmed to route calls even if the caller does not press a digit. RAN’s are recorded using the System Administrator’s mailbox. Emerald ICE HD Voicemail Installation Manual...
Page 87 The System Administrator must program the days and times that the various greetings are played via the Voice Menu Administration screen on the programming terminal. See Section 6 - Outcall Administration for more detailed information. The System Administrator customizes system sign‐on greetings to meet each organization’s needs. When the System Administrator records a customized greeting, it should remind subscribers to dial # to identify themselves to the system as subscribers. This is important for new subscribers who can get confused and end up leaving unintended messages for others rather than entering their own mailboxes. Emerald ICE HD Voicemail Installation Manual...
Page 88 # followed by the administrator’s mailbox number and password. 4. Dial for Voice Menu Greetings. 5. Enter Voice Menu Box Number. This entry is the Voice Menu number and must be at least two digits. Example: Voice Menu 1 would be 01. The maximum number of digits that may be entered is seven. Once you have entered the Voice Menu number, there are three available choices: Dial to review – then the greeting number (1‐9). The selected greeting is played. Greeting 9 is the Override Greeting. If it is recorded, then Voice Menu Greetings 1 ‐ 8 are not used. Emerald ICE HD Voicemail follows the programming for Voice Menu 1, greeting 1 after Greeting 9 has played. Dial to record – then the desired greeting number (1‐9). When you are done recording, press to save the recording. Emerald ICE HD Voicemail Installation Manual...
Page 89 Broadcast announcements appear in new subscriber mailboxes, even when the subscriber mailbox is added after the broadcast announcement was sent. Only one broadcast announcement can be active at a time. The System Administrator can activate/ deactivate broadcast messages. Since broadcast announcements cannot be interrupted or skipped by subscribers, they should be used sparingly. In many instances, a large group distribution list may be a better method for sending such an announcement. Working with Broadcast Announcements The system can only have one broadcast announcement active at any time. To listen to the active broadcast announcement, to record a new broadcast announcement, or to delete an outdated broadcast announcement, follow the steps below. 1. From the System Administrator’s Main Menu, dial for Broadcast Announcements. Dial one of the following: Dial to review a broadcast announcement. The broadcast announcement is played. Dial to record a new broadcast announcement. Emerald ICE HD Voicemail Installation Manual...
Page 90: Mailbox Administration
1. Resetting a forgotten mailbox password to a new temporary password. The only way to reset a mailbox password is by using the System Administrator mailbox. 2. Adding and deleting mailboxes. You may need to use : Mailbox Figure 5-1 Administration Screen to enter any additional information, like the mailbox user’s name. 3. Recording mailbox greetings, including Voice Menu greetings and Survey question counts. 4. Resetting Message Waiting Indicators (MWI). Resetting a Mailbox Password If subscribers forget their password, the System Administrator can reset the password without deleting the mailbox or messages. Subscribers should enter their mailbox immediately and change the temporary password to one of their own. This is the only method for resetting a mailbox password. To reset a mailbox password: Emerald ICE HD Voicemail Installation Manual...
Page 91 for Mailbox Administration. 2. Dial to add a mailbox. 3. Enter the mailbox number to be added. 4. Enter the extension number associated with the mailbox. 5. Enter the mailbox class of service (COS). 6. Enter the mailbox type number. These are the numeric equivalents for the standard mailbox types. Please refer to for Section 5 - Mailbox Programming detailed descriptions of each mailbox type. 7. Enter a zero destination number if desired. Press if the destination will be an extension that is dialed. Press if the destination will be a system mailbox. If the zero destination field is left blank, a caller is routed according to the Site Administration screen entry when is pressed – this is the default condition. 8. Enter the department number (optional). The information entered in this field is for reporting purposes only. At this time, the only way to program the department number is through the keyset. Emerald ICE HD Voicemail Installation Manual...
Page 92 The temporary password is always 0000. 12. When finished press one time to return to the System Administrator Menu or press two times to exit the system completely. Give the temporary password to new subscribers to allow them to access their new mailbox. Deleting a Mailbox The System Administrator’s mailbox can be used to delete a mailbox by following the steps below: 1. From the System Administrator’s Main Menu, dial for Mailbox Administration. 2. Dial to delete a mailbox. 3. Enter the mailbox number to be deleted. 4. Dial to confirm. To cancel the mailbox deletion, press 5. When finished, press one time to return to the System Administrator Menu or press two times to exit the system completely. Emerald ICE HD Voicemail Installation Manual...
Page 93 Greeting 6 ‐ future use Greeting 7 ‐ future use Greeting 8 ‐ future use Greeting 9 ‐ future use To record mailbox greetings, follow the steps below: 1. From the System Administrator Main Menu, dial for Mailbox Administration. 2. Dial to record mailbox greetings. 3. Enter the subscriber’s mailbox number. 4. Dial to record. 5. Enter the greeting number (1‐9). 6. Record the greeting. 7. Dial to end recording. 8. The system returns to step 2 in case you wish to record additional greetings. 9. When finished press one time to go back to step 1 – the Mailbox Maintenance menu or press two times to return to the System Administrator Menu or press three times to exit the system completely. Emerald ICE HD Voicemail Installation Manual...
Page 94 6. When finished press one time to return to the System Administrator Menu or press two times to exit the system completely. Linking Mailboxes Emerald ICE HD Voicemail offers the ability to allow a variety of linked connections between mailboxes. Example: Members of a Customer Service department are part of a UCD group. Emerald ICE HD Voicemail is set up to put callers in a queue. It also is set up to prompt callers to either stay in queue or press a certain digit to leave a message. if the message option is selected, that message goes into a customer service general mailbox that is linked to the customer service supervisor’s mailbox. The link tells Emerald ICE HD Voicemail to put a copy of the message into the supervisor’s mailbox. To link mailboxes: 1. From the System Administrator’s Main Menu, dial for Mailbox Administration. 2. Press to link mailboxes. 3. The system prompts: “Enter the first mailbox number to be linked.” Enter a valid mailbox number. This is Mailbox A. 4. The system prompts: “Enter the second mailbox number to be linked.” Enter a valid mailbox number. This is Mailbox B. 5. The system prompts: “Enter the mailbox link type:” 9-10 Emerald ICE HD Voicemail Installation Manual...
Page 95: System Group Lists
6. After these steps are completed, Emerald ICE HD Voicemail confirms mailbox numbers and link type and prompts “If this is correct, press pound. To change it press star”. System Group Lists System Group Lists The System Administrator can establish up to 50 system group lists. System group lists and personal group lists enable subscribers to send the same message to multiple mailboxes by simply entering the group list number as a destination. System group lists, unlike personal group lists, can be shared by many subscribers and can accommodate many more mailbox numbers. System group lists are numbered 30 through 79. The System Administrator maintains system group lists using either the System Administrator mailbox or via the programming interface. Establishing a System Group List System group list numbers range from 30 to 79. (Numbers 11 through 29 are reserved for subscribers’ personal group lists). When creating a new system group list, it is a good idea to verbally record the name of the list. The recorded name of the system group list is played when subscribers enter the list number as a message destination. System group lists should be printed and distributed either as part of the organization’s telephone directory or as a separate document. To establish a system group list, follow the steps below: 1. From the System Administrator’s Main Menu, dial for System Group Lists. 9-11 Emerald ICE HD Voicemail Installation Manual...
Page 96 5. When finished press one time to return to the System Administrator Menu or press two times to exit the system completely. Deleting a System Group List The System Administrator’s mailbox can be used to delete an entire group list. To delete a group list, follow the steps below: 1. From the System Administrator’s Main Menu, dial for System Group Lists. 2. Dial to delete a complete system group list. 3. Enter the system group list number to be deleted (30‐79). The group list number and recorded name are played for verification. 4. Dial to confirm deletion. Dial to cancel the operation. 5. When finished press one time to return to the System Administrator Menu or press two times to exit the system completely. 9-12 Emerald ICE HD Voicemail Installation Manual...
Page 97: Utility
Setting the System Date and Time The System Administrator’s mailbox can also be used to set the system date and time. The system date and time is used to generate the time and date stamp used for all envelope information and check delivery notifications. It also is used to generate accurate system traffic reports. It is important to insure that the system date and time is accurate. The time and date MUST be reset when there is a local time change such as Daylight Savings Time. To set the system date and time: 1. From the System Administrator’s Main Menu, dial 9-13 Emerald ICE HD Voicemail Installation Manual...
Page 98: Operating Modes
Emerald ICE HD Voicemail follows the Voice Menu 1, 1 or 1, 2 program can accomplish this by dialing into the system, rather than having to access the programming terminal. When the mode is changed manually, Emerald ICE HD Voicemail stays in that mode until the System Administrator changes Emerald ICE HD Voicemail back to Automatic mode through the Administration menu. The mode cannot be changed back from the programming terminal.
Page 99: Company Name
5. Dial to exit the system. Company Name Recording the Company Name This function allows the System Administrator to record the company name. This recording is used with the Outcalling feature when dialing a telephone number where someone will answer. When Emerald ICE HD Voicemail calls a subscriber at another number, the person answering the phone will hear the following message: “This is the (recorded Company Name). If you are an operator, please transfer this call to (recorded mailbox name). If (recorded mailbox name) cannot be reached at this number, please dial star, and please have (recorded mailbox name) call the (recorded company name) voice mail system. If you are (recorded mailbox name), dial your password now.” To record a new company name, follow the steps outlined below: 1. From the System Administrator’s Main Menu, press . The system will play the following prompt: “At the tone, record the system greeting. Press # to stop recording when you are done.” 2. Once the greeting has been recorded, the system will replay the system greeting for you to review. Network Administration Network Node Administration This feature is not in use at this time. 9-15 Emerald ICE HD Voicemail Installation Manual...
Page 100: Shutdown
Shutdown Procedures A shutdown of Emerald ICE HD Voicemail makes voice processing inoperable until the system is either manually restarted from the DOS prompt or physically rebooted. This option is for system maintenance and should only be utilized by trained technicians. After a shutdown is completed, maintenance can be performed on the Emerald ICE HD Voicemail system. Example: To move the Emerald ICE HD Voicemail card to another slot in the KSU, a technician can use the shutdown without having to hook up their programming terminal or computer. At the System Administrator Menu, press to reach the Shutdown Menu. The System Administrator has two shutdown options: 1. To initiate a friendly shutdown, press 2. To force the system to shutdown immediately, press A friendly shutdown alerts the System Administrator with “The number of active ports is xx . Press pound to continue or star to cancel.” . If the System Administrator continues, the system prompts: “Shutdown in progress. To get status, press one. To cancel shutdown, press star.” An immediate shutdown prompts the System Administrator: “The number of active ports is xx (number of ports currently active). The system will perform a forced shutdown. All callers currently in the system will be disconnected. To continue, press pound. To cancel, press star.” If is pressed, the system prompts: “The system is now shutting down. Goodbye.” All callers are immediately disconnected and the system shuts down. 9-16 Emerald ICE HD Voicemail Installation Manual...
Page 101: System Features
Emerald ICE HD Voicemail supports a rich set of built‐in features. All features are included with the system, but some may require additional hardware for implementation. Any such requirements will be noted in the feature’s description. Features that are planned for a future software enhancement release are marked accordingly. Answering Machine Emulation 10.1 Emerald ICE HD Voicemail integrates with the Answering Machine Emulation feature found on the Emerald ICE key system. This allows a subscriber to press a soft key on their telephone to “pull” a caller out of their mailbox and connect to them as if they had answered the original call. Audio Text Response 10.2 The Emerald ICE HD Voicemail Audio Text Response mailboxes provide callers access to “general” prerecorded data such as product information, hours of operation, directions to your location, instructional information on troubleshooting and more. Mailbox types 20 and 22 must be used for Audio Text Reponse. 10-1 Emerald ICE HD Voicemail Installation Manual...
Page 102: Auto Attendant
The system always looks for Voice Menu 1 Greeting 1 first. DO NOT delete Voice Menu 1 Greeting 1. There are five basic steps required to set up an automated attendant: 1. Determine the Voice Menu(s) and Greeting(s) to be used for the application. 2. Create the Voice Menu(s) and Greeting(s) in programming. 3. Record the required greeting(s) that give callers dialing instructions for this particular Voice Menu. Recording of Voice Menu greetings is done through the System Administrator Mailbox. (Section 8) 4. Program the Voice Menu dialing options. Do not forget to program the Time Out and Invalid Key fields for the Voice Menu. 5. Repeat for any additional Voice Menus that may exist. Silent Record 10.4 Emerald ICE HD Voicemail mail utilizes the features of the Integrated Voice Mail type found in the Emerald ICE telephone system software. The Silent Record feature can be invoked from the Voice Record feature key on a keyset. If invoked during an active call, the Silent Record feature will record the conversation as a voice mail message. Refer to the Emerald ICE Deluxe Telephone User Guide for complete instructions on the use of the Silent Record feature. 10-2 Emerald ICE HD Voicemail Installation Manual...
Page 103: Group Lists
Group Lists 10.5 System and Personal Distribution Lists are available on the Emerald ICE HD Voicemail system. Record a message once and send it to several people. Each user can have up to 18 personal lists (11‐29) in addition to the 50 system lists (30‐79). Mailbox Linking 10.6 Linking is a feature in Emerald ICE HD Voicemail which allows messages left in one mailbox to be copied to or left in another mailbox. For example, link your mailbox to a mailbox of a colleague and Emerald ICE HD Voicemail will copy all incoming messages into both mailboxes. Or, if you have more than one mailbox, link them together to simplify message retrieval. Message Reminder 10.7 If your telephone does not have a lamp for message waiting, let Emerald ICE HD Voicemail know at what extension you will be and it will call you periodically to inform you of any waiting messages. Message Reminder is programmed as an Outcall Schedule with an Outcall Bin Type 2. 10-3 Emerald ICE HD Voicemail Installation Manual...
Page 104: Multi-Extension Mailbox
1, greeting 1) the message goes to the mailbox rather than the destination in the Alt Extension field. The same result is found if a subscriber records a message and sends it directly to a mailbox number that is not the desired destination. 10-4 Emerald ICE HD Voicemail Installation Manual...
Page 105: Non-Receipt Notification
Non-Receipt Notification 10.9 As an option to standard notification that your message has been received, Emerald ICE HD Voicemail provides Non‐Receipt Notification. Utilizing this feature, the system notifies senders of messages when messages they have sent have not yet been reviewed by the recipient. The notification of non‐receipt occurs after an amount of time specified in the sender’s Class of Service. The minimum amount of time is one day. Pager Notification 10.10 Emerald ICE HD Voicemail can notify you of a waiting voice mail message at any telephone or pager you specify on‐premise or off‐premise, long distance, even cellular. Pager notification is programmed as an Outcall Schedule with an Outcall Bin Type 3. Secretary Mailbox Access 10.11 This feature of Emerald ICE HD Voicemail allows someone other than yourself access to only the envelope information of your messages. The Secretary Mailbox Access requires a separate mailbox access code that you create. The actual contents of the messages in your mailbox cannot be sent or received. 10-5 Emerald ICE HD Voicemail Installation Manual...
Page 106: Time Sensitive Custom Greetings
Utilizing Voice Menus, you can record separate greetings for an unlimited number of tenants or departments, and specify different prompts to play at specific times of the day. Question and Answer Mailboxes 10.13 The Question and Answer Mailboxes allow you to ask questions and receive a verbal reply from the caller. This type of mailbox is useful for taking orders, doing customer surveys, emergency service and more. Programming Example: 1. In Mailbox Administration, set up a mailbox number with Type set to: Type 11, 12 or 13. 2. In the Box Options field, the first position in a Q&A type mailbox is reserved for the number of answers required to make it a valid message. Enter a value from 1 ‐ 9 in this field. Zero or blank indicates there is no minimum number of answers. The required number of questions must be sequential, and must always starts from question 1. For example, 4 means you must answer the first 4 questions or it is not a valid answer for the group of questions. You cannot require question 2 and 5, with questions 1, 3, 4 and 6 optional. You may have more questions than the minimum number, however. Only the first 4 in our exmple would be rquired. 3. From the keyset, the System Administrator can record the questions in the Q&A mailbox number by entering that mailbox as a subscriber. 4. The On Zero Goto field is used to route the caller after all questions have been answered. For example, send it to a mailbox assigned as UCD‐01 to say “Thank you, Goodbye.” Or, to a voice menu to give the callers more options. 10-6 Emerald ICE HD Voicemail Installation Manual...
Page 107: Ucd Auto Attendant Overflow (Future Enhancement)
The caller will still be in the UCD queue even when you send them to a mailbox. If a member of the UCD group answers the call, the caller will be ‘pulled’ from the voice mail system. To remove them from the UCD queue 10-7 Emerald ICE HD Voicemail Installation Manual...
Page 108: Ucd Overflow Announcements
‘Q’ above. 4. Assign the Time Out and Invalid Key fields to go to Mailbox 9999. Voice Menus will hang up if they are not programmed to route a caller in the event a caller doesn’t dial (Time Out) or dials a digit that is not used (Invalid Key). Right before the voice system hangs up it says to the caller “Hanging up now, Goodbye!”. For this application that particular message is not desired. By routing it to the default Mailbox 9999, the system will disconnect without confusing the caller waiting in queue. Mailbox 9999 is set up to hang up without playing any further prompts. UCD Overflow Announcements 10.15 Emerald ICE HD Voicemail utilizes the features of the Integrated Voice Mail type found in the Emerald ICE telephone system software. Emerald ICE HD Voicemail can be used as an Overflow device for UCD groups. This eliminates the need for external overflow devices, such as a Digital Voice Announcer. Programming Example: In Emerald ICE HD Voicemail: 1. Record the 9300 series mailbox greeting. 2. Assign the appropriate 9300 series mailbox type 18. In the Emerald ICE system: 1. Assign the directory number for the appropriate overflow as the voice mail UCD directory number. 10-8 Emerald ICE HD Voicemail Installation Manual...
Page 109: Intercom Paging
Intercom Paging 10.16 Emerald ICE HD Voicemail offers Intercom Paging. This feature alerts a subscriber to an incoming call before the automated attendant transfers the call to the subscriber’s extension. It uses the paging groups of the Emerald ICE system to actually make a page. Intercom Paging can be enabled on an as needed basis and is programmed via the terminal programming interface on a per mailbox basis. Programming Example: 1. Make sure that the paging groups are set up properly in the Emerald ICE software. 2. Determine which Intercom Paging mailboxes are to be used and enter the paging directory number in the Alt Extension field. Mailbox 9400 defaults to group paging directory 200. Mailboxes 9401 through 9409 are not assigned with a particular paging directory number. 3. Determine which subscriber mailboxes will be enabled and which page group each mailbox will use. 4. For a subscriber’s mailbox, enter A, or 1 ‐ 9 (A is used with mailbox 9400) in the fifth position of the Box Options field. This position designates which page zone will be used. See the Mailbox Programming Options field Section for more detail. 10-9 Emerald ICE HD Voicemail Installation Manual...
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Page 111: 11 Special Keys & Screens
In order to access these extended screens, press and release the key, then press and release the letter key for the desired screen: Add a range of mailboxes ‐ see for com‐ Mailbox Administration on page plete details. Mailbox Status ‐ this screen shows various fields of information con‐ cerning a particular mailbox such as message counts. Select COS ‐ when adding/editing a mailbox, this option provides a list of the available COS selections. Select mailbox type ‐ when adding/editing a mailbox, this option pro‐ vides a list of the available mailbox type selections. Outcall Parameters ‐ this screen allows for adjustment of the timing parameters Emerald ICE HD Voicemail uses when making an Outcall from the system. Digit Grabber ‐ After pressing D, another screen opens. If you call any port while this screen is active, you will be able to see what DTMF digits are being sent back and forth on a particular port. The screen will dis‐ play the port number and DTMF digits any time a port is accessed. COS ‐ this option allows access to the Class of Service screens for view‐ ing and/or modification of parameters. Text Search Tool ‐ this option opens a window where you may enter a text string to search for. This function searches all mailboxes for a match to your entry. If the mailbox found is not the one you need, press then T once again to find the next occurrence of your search string. This function is very useful for finding mailbox names. Function Menu ‐ lists the most commonly used functions listed above. 11-1 Emerald ICE HD Voicemail Installation Manual...
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Page 113: 12 Mailbox Group Administration
Mailbox Group Administration Mailbox Group List Administration 12.1 In the Emerald ICE HD Voicemail system, mailboxes perform the major part of subscriber and application activity. The System Administrator creates and configures these mailboxes for operation based on the needs of subscribers and the required voice processing application(s). The System Administrator also sets up mailbox group lists which are used to deliver messages to multiple subscribers. This section instructs System Administrators on how to establish and maintain system and personal group lists. All group list administration functions can be performed either on‐line or from the System Administrator’s mailbox. Defining Group Lists 12.2 Group lists allow subscribers to send messages to multiple mailboxes using a single command. There are two types of group lists which may be defined in the Emerald ICE HD Voicemail system: system and personal. System group lists may only be setup and configured by the System Administrator. Up to 50 (30‐79) of these system group lists can be defined, each group may contain up to 180 members. Personal group lists can be set up by a subscriber or the System Administrator. Up to 19 (11‐29) of these personal group lists can be defined for each subscriber, each group may contain up to 25 members. Each subscriber can access and modify only their own personal group lists. 12-1 Emerald ICE HD Voicemail Installation Manual...
Page 114: System Group Lists
Subscribers may send messages to system group lists if their mailbox COS permits this function to be used. When defining the group lists, organize the groups logically. Each list should contain subscribers that would normally receive copies of the same message. For example: SALES ‐ all members of the sales force TECHNICAL ‐ all in‐house technicians CUSTOMER SERVICE ‐ all members of the Customer Service team System Group Lists 12.3 System group lists are created by the System Administrator on the System Groups Administration Screen with the system programming terminal, or from within the System Administrator mailbox. Figure 12-1 System Group Administration Screen The default number of system groups is 50 with the list numbers ranging from 30 to 79. Each group list can contain up to 180 individual mailbox numbers. It is good practice to print and distribute the group lists to all personnel allowed to use them. When sending a message to a group list, the system immediately informs the subscriber that the message has been sent, even though the system may not have completed the process yet. This allows the subscriber to perform other functions while the group message is being sent. 12-2 Emerald ICE HD Voicemail Installation Manual...
Page 115: Creating A System Group List
7. When finished, press to save the group list. The system prompts: “Save Screen Information ? (Y/N).” Undefined mailbox numbers are not saved. The system will prompt you as follows: Error [ X Mailboxe(s) Could Not Be Found] Press to clear the message. 8. Press to return to the Main Menu. 12-3 Emerald ICE HD Voicemail Installation Manual...
Page 116 If you change the group name, remember to re-record the name for the group list using the System Administrator mailbox. DELETIONS: To delete a mailbox member from the group permanently, press until you are in the desired field and press to delete the entry. Asterisks will fill the field. Press to move to the next mailbox field to be deleted. Continue as described above until all required deletions have been made. ADDITIONS: enter the mailbox number you are adding in the next available grid box field. Press to move to the next mailbox field if desired. Mailbox numbers can be entered in any sequence. To enter sequential mailbox numbers, press . The system adds the next mailbox number to the list. 12-4 Emerald ICE HD Voicemail Installation Manual...
Page 117 6. When finished, press to save the group list. The system prompts: “Save Screen Information ? (Y/N).” Press Y to save your changes. Deleting a System Group List To delete an entire System Group: 1. Enter system programming by pressing from the Main Status Screen and entering the system password (default=1234). 2. Press for Group List Management. 3. In the Group‐No field, enter the group list number (must be between 30 and 79), and press . The screen will fill with the corresponding entries. 4. Verify that this is the group you wish to delete. If it is correct, press 5. The system will prompt you to verify the deletion: “Erase This Group ...? (Y/N)” 6. Press Y to delete the group or N to cancel the operation 7. Press to return to the Main Status Screen. 12-5 Emerald ICE HD Voicemail Installation Manual...
Page 118: Personal Group Lists
Personal group lists are created by subscribers using their mailboxes, or by the System Administrator with the system programming terminal. Each subscriber can define up to 19 personal group lists with the group list numbers ranging from 11 to 29. Each list can hold up to 25 mailbox numbers. The mailbox COS defines the maximum number of personal group lists and mailbox numbers per list. A personal group list is only used by the subscriber whose mailbox is associated with the list. When sending a message to a group list, the system immediately informs the subscriber that the message has been sent, even though the system may not have completed the process yet. This allows the subscriber to perform other functions while the group message is being sent. Figure 12-2 Personal Groups Administration Screen Creating a Personal Group List To create a new Personal Group: 1. Enter system programming by pressing from the Main Status Screen and entering the system password (default=1234). 2. Press for Group List Management. 3. Press for Personal Groups. 12-6 Emerald ICE HD Voicemail Installation Manual...
Page 119 Undefined mailbox numbers are not saved. The system will prompt you as follows: Error [ X Mailboxe(s) Could Not Be Found] Press to clear the message. 10. Press to return to the Main Status Screen. Recording the Personal Group List Name After creating a new personal group list, record the name of the list using the System Administrator mailbox. This recorded group list name plays whenever a subscriber enters the group list number as a message send destination. 12-7 Emerald ICE HD Voicemail Installation Manual...
Page 120 6. Press to move to the NAME field. 7. If desired, enter a new group list name into the NAME field. If you change the group name, remember to re-record the name for the group list using the System Administrator mailbox. DELETIONS: press until you reach the first mailbox number to be deleted. To delete a mailbox member from the group permanently, press until you are in the desired field and press to delete the entry. Asterisks will fill the field. Press to move to the next mailbox field to be deleted. Continue as described above until all required deletions have been made. 12-8 Emerald ICE HD Voicemail Installation Manual...
Page 121 Error [ X Mailboxe(s) Could Not Be Found] Press to clear the message. 9. Press to return to the Main Status Screen. Deleting a Personal Group List To delete an entire Personal Group: 1. Enter system programming by pressing from the Status screen and entering the system password (default=1234). 2. Press for Group List Management. 3. Press for Personal Groups. 4. In the Mailbox field, enter the mailbox number you are working with 5. In the Group‐No field, enter the group list number (must be between 11 and 29), and press . The screen will fill with the corresponding entries. 12-9 Emerald ICE HD Voicemail Installation Manual...
Page 122 6. Verify that this is the group you wish to delete. If it is correct, press 7. The system will prompt you to verify the deletion: “Erase This Group ...?” (Y/N) 8. Press Y to delete the group or N to cancel the operation. 9. Press to return to the Main Status Screen. 12-10 Emerald ICE HD Voicemail Installation Manual...
Page 123: System Reports
System Reports General Information 13.1 The Emerald ICE HD Voicemail card has the ability to generate a number of management reports. Several of these reports are designed to help the system administrator analyze and monitor subscriber usage of the system. This helps the administrator keep the system operating at peak efficiency as well as provide information or planning future expansion needs. Emerald ICE HD Voicemail retains these statistics for one month on its hard drive. After that, they will be automatically erased. System reports may be viewed on the computer screen, sent to a local printer via the parallel port or stored on an external drive. Figure 13-1 Sample Report Screen 13-1 Emerald ICE HD Voicemail Installation Manual...
Page 124: Detailed Reports
Before printing, the ICE HD Voicemail displays a Yes/No Option for a detailed report. Either a “Y” for Yes or “N” for No is entered at this point. An example of this option would be the System Group List Reports that lists only extension numbers found in a particular group if “N” is entered. Or, the report lists subscriber names and extension numbers if “Y” is entered. Once the report information is complete, the system prompts that the report is completed and any key can be pressed to continue. Press the key. A sample of the report display screen is shown on the previous page. In the Output field enter one of the following choices: this option asks for a file name for the specific report that is being saved to a hard drive or floppy drive. Enter the destination drive letter, directory and file name in the Data field. i.e. C:\DIRECTORY.TXT or A:\DIRECTORY.TXT this option displays the report on the display screen this option allows you to send the report to a local printer. The printer should be an IBM‐compatible printer using a Centronics parallel port connection. Connect the printer cable to the system parallel port located on the top of the ICE HD Voicemail card. If the report you have requested consists of multiple pages you can navigate through the report on‐screen by using the following keystrokes: Input page # ‐ the system will display the page number that you enter Print the report. Press to print all pages. Press to print a range of pages. Displays the first page of the report Displays the last page of the report Displays the previous page of the report Displays the page of the report 13-2 Emerald ICE HD Voicemail Installation Manual...
Page 125: Mailbox Directory Report
• A capsule view of a mailbox’s attributes. • An easy way to determine the COS of the mailboxes. • Information on how frequently a mailbox is used. Individual Field descriptions are: Mailbox # The mailbox number. Ext # The extension number associated with the mailbox. Subscriber Name The subscriber’s name, up to 26 characters, associated with the mailbox. Dept The department number, up to four digits, associated with the mailbox. The class of service, 001 ‐ 999, associated with the mailbox. Created The date that the mailbox was created. Used The total number of times that the mailbox has been used by the subscriber. TMSG The total number of messages that have been processed by the mailbox since its creation. NMSG The total number of NEW messages that are currently being held in the mailbox. SMSG The total number of SAVED messages that are currently being held in the mailbox. 13-3 Emerald ICE HD Voicemail Installation Manual...
Page 126: Mailbox Directory Uninitialized Report
Mailbox Directory Uninitialized Report 13.4 This report provides the system administrator with a list of mailboxes that still have default passwords. These mailboxes may be susceptible to unauthorized use or “hacking.” Once these mailboxes are identified, the System Administrator may wish to delete them to minimize any security issues. Individual Field descriptions are: Mailbox # The mailbox number. Subscriber Name The subscriber’s name, up to 26 characters, associated with the mailbox. Dept The department number, up to four digits, associated with the mailbox. Created The date this mailbox was opened in the system (month/day/year). 13-4 Emerald ICE HD Voicemail Installation Manual...
Page 127: Mailbox Summary Report
• A list of all active mailboxes in the system. • Usage statistics which may be used for bill‐back purposes. • Indications of possible security violations (for example, a large number of invalid password Accesses may indicate that a hacker is attempting to gain access to the mailbox). • Information on how frequently a mailbox is used. Individual Field descriptions are: From/To The period that the report covers. The default is daily, but any period can be requested: weekly, biweekly or monthly. The maximum period is the previous 30 days. Mailbox # The mailbox number. Subscriber The subscriber’s name, up to 26 characters, associated Name with the mailbox. # Bad Accs The number of bad password attempts up to 999. Conn The total amount of connect time in hours and minutes. # Conn The total number of mailbox connects up to 9999. # Msgs The total number of messages currently in the mailbox up to 999. Last The last time (month/day) that the mailbox was accessed using a valid password. 13-5 Emerald ICE HD Voicemail Installation Manual...
Page 128: Mailbox Daily Detail Summary Report
Mailbox Daily Detail Summary Report 13.6 This report provides the system administrator with: • Incoming usage statistics for billing purposes • Information on how frequently a mailbox is used • Information about the type of callers to the mailbox Individual Field descriptions are: From/To The period that the report covers. The default is daily, but any period can be requested: weekly, biweekly or monthly. The maximum period is the previous 30 days. CMP‐BOX The mailbox number. If there is data under this column without a mailbox number the information displayed is for calls that entered the system without entering a mailbox. Call The number of the call, in sequence, made to the given mailbox (One indicates the first, two indicates the second, etc.). LST Call The LAST date that a call was received by the mailbox(month, year, date). Call Duration The total amount of connect time per call in hours, minutes and seconds. Run Total The total number of calls to ALL mailboxes up to 999999. Also indicated is the total connect time for ALLmailboxes in hours, minutes and seconds. 13-6 Emerald ICE HD Voicemail Installation Manual...
Page 129: Mailbox Daily Detail Report
The period that the report covers. The default is daily, but any period can be requested: weekly, biweekly or monthly. The maximum period is the previous 30 days. CMP – BOX The mailbox number. If there is data under this column without a mailbox number the information displayed is for calls that entered the system without entering a mailbox. Call The number of the call, in sequence, made to the given mailbox(one indicates the first, two indicates the second, etc.). Date The date that calls were received by the mailbox (month/day/year). The day of the week in which the call was made to the given mailbox. (one indicates Sunday, two ‐ Monday . . . seven ‐ Saturday). Time The time the call was made to the mailbox in hours, minutes and seconds. Call Duration The amount of connect time per call in hours, minutes and seconds Port The Emerald ICE HD Voicemail port that was accessed (1 ‐ 24). User The type of caller to access the mailbox: 00 ‐ non‐subscriber, 80 ‐ subscriber. Run Total The total number of calls to ALLmailboxes up to 999999. Also indicated is the total connect time for ALLmailboxes in hours, minutes and seconds. 13-7 Emerald ICE HD Voicemail Installation Manual...
Page 130: Mailbox Report By Box
• Information about the type of callers to the mailbox and information on daily totals. Individual Field descriptions are: From/To The period that the report covers. The default is daily, but any period can be requested: weekly, biweekly or monthly. The maximum period is the previous 30 days. CMP – BOX The mailbox number. If there is data under this column without a mailbox number the information displayed is for calls that entered the system without entering a mailbox. Call The number of the call, in sequence, made to the given mailbox.(One indicates the first, two indicates the second, etc.). Date The date that calls were received by the mailbox (month/day/year). The day of the week in which the call was made to the given mailbox. (one indicates Sunday, two ‐ Monday . . . seven ‐ Saturday). Time The time the call was made to the mailbox in hours, minutes and seconds. Call Duration The amount of connect time per call in hours, minutes and seconds. Port The ICE HD Voicemail port that was accessed (1 ‐ 8). User The type of caller to access the mailbox: 00 ‐ non‐subscriber, 80 ‐ subscriber. 13-8 Emerald ICE HD Voicemail Installation Manual...
Page 131: Survey Mailboxes
Survey Mailboxes 13.9 This report provides the system administrator with answers to survey questions by listing the number of time each answer choice was selected and an indication of which choices are being selected the most often in a given Voice Menu application. Individual Field descriptions are: Date The date this report was viewed or printed out. This report shows cumulative statistics for up to 30 days before automatically clearing. The report may be manually cleared to begin a new survey period. Range The mailbox range that this report covers. The information displayed is the seven digit mailbox number and then the one‐digit menu number. TAD:xxxxxxx[x] The mailbox to which the information applies. The information displayed is the three‐character Company code, the seven‐digit mailbox number and then the one‐digit menu number. Name The name of the mailbox as determined from the Comments field of the Voice Menu programming screen. Digits The field under the Name lists the digits available on the keypad and the number of times each digit was pressed. Total The total number of callers that responded to the question.Port Usage 13-9 Emerald ICE HD Voicemail Installation Manual...
Page 132: Port Statistics By Port
Individual Field descriptions are: From/To The period that the report covers. The default is daily, but any period can be requested: weekly, biweekly or monthly. The maximum period is the previous 30 days. Port The ICE HD Voicemail port to which the statistics apply. Only the ports for which the customer is configured will actually be displayed, i.e. a four‐port system will only display four ports on the system. # Subs The number of times subscribers have accessed the port up to 99999. # Non Subs The number of times non‐subscribers have accessed the port up to 99999. # Out The number of outcall attempts (successful or not) made from this port up Total # The total number of accesses for this port. This is the sum of both the subscriber and non‐subscriber call out attempts. % Busy The percentage of time the port was busy. # XFR Number of transfers to an extension, attendant or group. Min in The amount of inbound connect time in minutes up to 9999. Min out The amount of outbound connect time in minutes up to 9999. Total min The total of both inbound and outbound connect time in minutes up to 99999. 13-10 Emerald ICE HD Voicemail Installation Manual...
Page 133: System Port Statistics
# Outgoing The number of outcall attempts (successful or not) made from this port up to 99999. # Total Conn The total number of accesses for all ports up to 9999999. This is the sum of both the subscriber and non‐subscriber call out attempts. # Inbound The amount of inbound connect time in minutes up to 99999. # Outbound The amount of outbound connect time in minutes up to 99999. # Total Min The total of both inbound and outbound connect time in minutes up to 99999. # XFRS Number of transfers to an extension, attendant or group. # Times All The number of times all ports were busy up to 99999. Busy % Busy The percentage of time all ports were busy. Avg. All Busy This number is determined by dividing TIME ALLBUSY by # TIMES ALLBUSY. Time All The total amount of time that all ports were busy up to 99999 Busy minutes. Avg. Conn The average connect time for all ports up to 99 minutes and 59 seconds. This number is determined by dividing TOTALCONN by # TOTALCONN. 13-11 Emerald ICE HD Voicemail Installation Manual...
Page 134: Hourly Port Statistics Report
Hourly Port Statistics Report 13.12 The Hourly Port Statistics Report provides the System Administrator with an indication of the times during the day that peak usage are occurring and a “snapshot” of usage patterns of the Emerald ICE HD Voicemail system. Individual Field descriptions are: From/To The period that the report covers. The default is daily, but any period can be requested: weekly, biweekly or monthly. The maximum period is the previous 30 days. Hours The hour for which the information applies in this report. #CONN The total amount of connects for all ports during the hour up to 99999. #CONN MIN The total amount of time the ports were in use for the hour up to 9999 minutes. Ports Busy The number of times all the ports were busy during the given hour up to 9999. Time Busy The total amount of time all ports were busy up to 9999 minutes. 13-12 Emerald ICE HD Voicemail Installation Manual...
Page 135: Outcalling Detailed Report
This information may indicate attempted abuses of the system; and also provide proof that outcall contact was made by the ICE HD Voicemail. Individual Field descriptions are: From/To The period that the report covers. The default is daily, but any period can be requested: weekly, biweekly or monthly. The maximum period is the previous 30 days. Date The date (month/day) that the outcall was made. Time The time in hours/minutes that the outcall was made. Port The port used to initiate the outcall. Number Dialed The telephone number that was outcalled up to 20 digits. Mailbox The mailbox number, up to seven‐digits, that initiated the outcall. Type The type of outcall: one indicates an external number; two indicates an internal extension number and three indicates a beeper number. Duration The duration of the outcall in minutes and seconds up to 99 minutes and 59 seconds. S indicates the outcall was successful, U indicates the outcall was unsuccessful. An outcall is considered successful once the correct password is entered. Display Report This screen displays a report previously saved. the name of the desired file in the field followed by the “F” File command in the Output field. 13-13 Emerald ICE HD Voicemail Installation Manual...
Page 136: Detailed Group List Reports
System Group List The System Group List Report that is displayed when “N” is pressed provides system administrators a list all the system groups, making administration of system groups a less time‐consuming activity. Plus, it provides a hard‐copy list for distribution to system subscribers. Individual Field descriptions are: Group # The system group number. The name of the group is shown also. Members The list of members (mailboxes) that are part of this group. Expanded System The Expanded System Group List provides System Group List Administrators with listings for all the system groups making administration of system groups a less time‐consuming activity. Plus, it provides a hard‐copy list for distribution to the system subscribers. Group # The system group number. The name of the group is shown also. Members The list of members (mailboxes) that are part of this group. Name The name associated with each member mailbox as entered in Owner Name field of the Mailbox Administration programming screen. 13-14 Emerald ICE HD Voicemail Installation Manual...
Page 137: Personal Group List Report
Personal Group List Report 13.15 The Personal Group List Report that is displayed when “N” is pressed provides system administrators a list of all the personal groups created for a particular subscriber’s mailbox, making administration of personal groups a less time‐consuming activity. Plus, it provides a hard‐copy list for distribution to system subscribers. Individual Field descriptions are: Mailbox # The mailbox number. Group # The personal group number Members The list of members (mailboxes) that are part of this group. Expanded Personal The Expanded Personal Group List provides System Group List Report Administrators with listings for all the system groups making administration of system groups a less time‐consuming activity. Plus, it provides a hard‐copy list for distribution to the system subscribers. Mailbox # The mailbox number. Group # The personal group. Members The list of members (mailboxes) that are part of this group. Name The name associated with each member mailbox as entered in the Voice Menu programming screen. 13-15 Emerald ICE HD Voicemail Installation Manual...
Page 138: Digit Grabber
Digit Grabber 13.16 The Digit Grabber is a utility that displays the DTMF digits received by voice mail or digits that ICE HD Voicemail dials. After selecting Digit Grabber, enter D in the Output field and press The digit information will be displayed real‐time on the current screen at the same location the port is shown on the Main Status Menu. The port number and the latest digits received or sent for that port are displayed. To exit the Digit Grabber, press , which will return you to the previous screen. The characters that can be displayed in the Digit Grabber include: T ‐ for tone dialing L ‐ for link dialing The DTMF digits 0, 1‐9, #, and * & ‐ for a hookflash Sample 1: [24]: #96:401 This shows that port 24 has gone off‐hook, is dialing TouchTone® and the digits dialed are #96:401, instructing the Emerald ICE to turn on the MWI lamp on station 401. Sample 2: [01]: 403 This shows that port 01 is off‐hook and the incoming caller has dialed 403 to reach extension 403. 13-16 Emerald ICE HD Voicemail Installation Manual...
Page 139: 14 Remote Modem Programming
Remote Modem Programming There may be occasions where it will be desirable or necessary to call into a Emerald ICE HD Voicemail system from a remote location. This is easily accomplished by attaching an external modem to the programming port. This modem needs to be programmed in a specific fashion to operate properly with the Emerald ICE HD Voicemail card. The sections herein will outline the requirements for remote modem access. Required Equipment 14.1 The following list is the minimum equipment you will need to do remote programming on the Emerald ICE HD Voicemail card: • A Hayes‐compatible, external modem with the extended AT modem com‐ mand set (most new modems will have this feature). The modem must be capable of 9600 Baud Rate. • A standard modem cable that ends in a 9‐pin female connector on the PCNML side. • A 9‐pin male‐to‐male gender changer. • A standard null‐modem adapter 9‐pin male‐female. 14-1 Emerald ICE HD Voicemail Installation Manual...
Page 140: Modem Setup
4. Type AT and press ENTER to verify the connection to the modem is working. You should receive OK back as the response on the screen. If the modem does not respond, check your modem documentation and recheck all connections. 5. Once you receive the OK response, continue with the next section. Programming the Special Modem Commands 14.3 1. Type AT&F0 and press ENTER –the modem should respond “OK”. 2. Type the following string of characters carefully and then press ENTER: ATE0Q1&C0&D0S0=1&K0+MS:11,0,9600,9600,0,0&W0 (zeros, not the letter O). The cursor will now jump to the beginning of the current line. The rest of the commands you enter and the modem responses to them will not be displayed on the screen. This is normal. By entering the string of characters specified above, 9600 baud rate is set. 14-2 Emerald ICE HD Voicemail Installation Manual...
Page 141: Using The Modem For Programming
The special modem programming is now complete. Using the Modem for Programming 14.4 In order to remotely program a Emerald ICE HD Voicemail system, you must first connect the modem to the HD Voicemail card as follows: Modem Connection Procedures 1. Connect the modem cable to the modem. 2. Connect the male‐male gender changer to the cable. 3. Connect the null modem adapter to the cable. 4. Connect the null modem’s open end to the programming DCE serial port 1 on the HD Voicemail card. 5. Connect a CO line to the modemʹs line jack. It is recommended to always connect a CO trunk for two reasons: a. You will usually connect at a higher speed, which makes the remote screens run faster. b. If the HD Voicemail is not running, you will not be able to access the modem by transferring through the Automated Attendant. 6. Power up the modem. 14-3 Emerald ICE HD Voicemail Installation Manual...
Page 142 Restoring the Modem to Factory Default Settings If for some reason it becomes necessary to return the modem to its original factory default settings, follow these steps: 1. Connect the modem to the PC you will be using for the setup procedure and power it up. 2. Start the communications program, making sure to use the correct port assignment (COM1: COM2: etc.). 3. Type AT&F0 and press ENTER (you will not see anything as you type yet). You should see an “OKʺ response on the screen and now your typed commands will show in the following steps. 4. Type AT&W0 and press ENTER. This stores the factory default setting back into the modem as Profile 0. 5. Type AT&Y0 and press ENTER. This signals the modem to load Profile 0 and the factory settings every time the modem is powered up. The modem has now been reset to “out‐of‐the‐boxʺ condition. Common Issues Issue ‐ After connecting the modem to any system, when you attempt to log in remotely, there is gibberish on the screen and you are unable to remotely program the system. Cause ‐ Over the last year, all modem manufacturers have completed updating their firmware for the new V.90N.92 modem transmission protocols. This has 14-4 Emerald ICE HD Voicemail Installation Manual...
Page 143 6. Or take the voice mail off line at a DOS prompt and call into the modem. The system will now come on‐line. After 3‐4 minutes the screensaver will activate and the MODEM will be ready to receive calls. Scenario 2 -The system cannot be shut down to DOS and restarted at the current time: 1. Using the PC terminal press the F2 key to activate the system screensaver. 2. Disconnect your PC programming terminal from the system. 3. Connect the AC adapter and turn on the modem power switch. Several lights should come on. 4. Connect the MODEM to the system using the cable and adapter supplied with the Modem. After the system runs the next nightly cleanup and reboots, the MODEM will activate properly and you will be able to call into the system. You will NOT be able to call into the XMDM until this system reboot has occurred. 14-5 Emerald ICE HD Voicemail Installation Manual...
Page 144 US Robotics Dip Switch on a 56k External Modem If using a US Robotics 56K, external modem, the DIP switches in the rear of the modem must be set as follows: DIP Switch Settings: 1‐Down 2‐Up Down Down Down Down 3‐Up 4‐Down 5‐Up 6‐Down 7‐Up 8‐Down 14-6 Emerald ICE HD Voicemail Installation Manual...
Page 145: 15 Backup & Restore Procedures
Backup & Restore Procedures Overview 15.1 The Emerald ICE HD Voicemail system is shipped with several available methods by which Backup and Restore operations can be managed. Batch files are pre‐installed in the C:\UTILS directory to handle the loading of drivers for these devices. The Backup procedure stores a copy of the Customer’s configuration data and mailbox directory structure including all recorded greetings, names and messages in the system when the Backup is done. The Restore procedure allows you to restore a previously saved set of Customer files to an existing system. This allows quick recoveries in the event of a system failure. It is also now possible to maintain a library of “clean” Customer configuration files. Supported Hardware 15.2 Current hardware systems that have been tested and approved are listed below: • Iomega ZIP . . . . . . . . . . . . . . . . . . . . . . . .External drive • Iomega JAZ. . . . . . . . . . . . . . . . . . . . . . . . External drive • Backpack CD‐R. . . . . . . . . . . . . . . . . . . . . External drive • Imation SuperDisk 120 . . . . . . . . . . . . . . . External drive The use of external tape drives is not recommended or supported at this time due to speed and accessability limitations. 15-1 Emerald ICE HD Voicemail Installation Manual...
Page 146: Backup Procedures
External Drive Unit Step 1 ‐ exit the HD Voicemail system to DOS: 1. Press at the Status screen and enter the system password (default is 1234). 2. Press for System Shutdown. 3. Press either or as desired. Step 2 ‐ activate the device: 1. Connect the ZIP/JAZ drive cable to the 25 pin parallel port connector located on the front of the card. 2. Connect the power cord to the ZIP/JAZ drive ‐ the power light should come on. 3. Insert the desired ZIP/JAZ disk into the drive. 4. Type CD \IOMEGA and press the key. 5. Type GUEST and press the key. 6. The GUEST program will assign a drive letter to use. i.e. 7. Make note of the drive letter assigned to the device. 15-2 Emerald ICE HD Voicemail Installation Manual...
Page 147: Backpack Cd-R
[drive] this is the drive letter assigned to the storage unit when the GUEST program is run. DO NOT include any characters other than the actual drive letter. i.e. E not E: The Backup procedure will now start and run to completion without any further user input. Backup time will vary depending on the number of messages in the system. Backpack CD-R 15.5 External Drive Step 1 ‐ exit the ICE HD Voicemail system to DOS: 1. Press ! at the Status screen and enter the system password (default is 1234). 2. Press for System Shutdown. 3. Press either ! or ) as desired. Step 2 ‐ activate the device: 1. Connect the CD‐R drive cable to the 25 pin parallel port connector located on the front of the card 2. Connect the power cord to the CD‐R drive ‐ the power light should come 3. Insert the desired CD‐R disk into the drive. 4. Type CD \BPPD and press the key. 5. Type LOADCD and press the key. 15-3 Emerald ICE HD Voicemail Installation Manual...
Page 148: Imation Superdisk Ls
[drive] this is the drive letter assigned to the storage unit when the GUEST program is run. DO NOT include any characters other than the actual drive letter. i.e. E not E: The Backup procedure will now start and run to completion without any further user input. Backup time will vary depending on the number of messages in the system. Imation Superdisk LS-120 15.6 External Drive Step 1 ‐ Exit the ICE HD Voicemail system to DOS: 1. Press at the Status screen and enter the system password (default is 1234). 2. Press for System Shutdown. 3. Press either or as desired Step 2 ‐Activate the device: 1. Connect the SuperDisk drive cable to the 25 pin parallel port connector located on the front of the card. 2. Connect the power cord to the SuperDisk drive ‐ the power light should come on. 3. Insert the desired SuperDisk disk into the drive. 15-4 Emerald ICE HD Voicemail Installation Manual...
Page 149 4. Type CD \IMATION and press the key. 5. Type LS and press the key. 6. The driver program will assign a drive letter to use. i.e. 7. Make note of the drive letter assigned to the device Step 3 ‐ Enter the backup job parameters: 1. Type CD \UTILS and press the key. 2. Type the required Backup command as follows, then press the key: Usage: IMA‐BACK [drive] [directory] (i.e. IMA‐BACK E smithco) where: [directory] is directory name of where to store the data, up to eight characters in length. DO NOT include a backslash or drive letter as part of the directory name. [drive] this is the drive letter assigned to the storage unit when the GUEST program is run. DO NOT include any characters than the actual drive letter. i.e. E not E: The Backup procedure will now start and run to completion without any further user input. Backup time will vary depending on the number of messages in the system. 15-5 Emerald ICE HD Voicemail Installation Manual...
Page 150 15-6 Emerald ICE HD Voicemail Installation Manual...
Page 151: 16 Special Applications
16.1 There may be some mailbox users that desire to have a group of “One‐Touch” options in their mailbox greeting to further direct callers. This is done using special bin entries for that particular mailbox. You may assign up to 9 single‐digit destinations for any mailbox. The bin numbers are 91 through 99. No schedule programming is required for this feature to work. Bin numbers 91 through 99 must be type 7. For example, Mailbox User 403 want to have options available to: 1. Transfer to their secretary at extension 417. 2. Transfer to a department menu ‐ Voice Menu 6 via a Emerald ICE type 40 mailbox. To accomplish this, all you need to do is program the following bin numbers: Mailbox Bin Type Phone Number 0000203 91 1 0000203 92 1 Type 40 Mailbox 16-1 Emerald ICE HD Voicemail Installation Manual...
Page 152 16-2 Emerald ICE HD Voicemail Installation Manual...
Page 153 Tadiran Telecom, Inc. USA Headquarters Tadiran Telecom, Inc. 4 Tri Harbor Court Port Washington, NY 11050 Tel. +1-516-632-7200, Fax. +1-516-632-7210 Visit us at our website http://www.tadiran-us.com or http:/www.tadiranamerica.com Email: icel@tadiran-us.com E m e r a l d I C E H D Vo i c e m a i l I n s t a l l a t i o n M a n u a l...
Page 154 Tadiran Telecom, Inc. USA Headquarters Tadiran Telecom, Inc. 4 Tri Harbor Court Port Washington, NY 11050 Tel. +1-516-632-7200, Fax. +1-516-632-7210 Visit us at our website http://www.tadiran-us.com or http:/www.tadiranamerica.com Email: icel@tadiran-us.com E m e r a l d I C E H D Vo i c e m a i l I n s t a l l a t i o n M a n u a l...

Tadiran Telecom Emerald ICE Installation Manual

1 Introduction

2 PcTerminalSetup

3 Installation Procedures

4 System Programming

5 Mailbox Programming

6 Outcall Administration

7 Voice Menu Programming

8 Class of Service Administration

9 System Administrator Mailboxes

10 SystemFeatures

11 Special Keys & Screens

12 Mailbox Group Administration

13 SystemReports

14 Remote Modem Programming

15 Backup & Restore Procedures

16 Special Applications

Quick Links

Telephone System

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Summary of Contents for Tadiran Telecom Emerald ICE

Table of Contents