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Norstar Voice Mail 4.0 Set Up And Operation Manual

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Norstar Voice Mail 4.0
Set Up and Operation Guide
Norstar is a trademark of Northern Telecom
© Copyright Northern Telecom 1998
1-800-4 NORTEL
www.nortel.com/norstar
Norstar is a trademark of Northern Telecom.
P0886600 Issue 1.0
Printed in Canada

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  • Page 1 Norstar Voice Mail 4.0 Set Up and Operation Guide Norstar is a trademark of Northern Telecom © Copyright Northern Telecom 1998 1-800-4 NORTEL www.nortel.com/norstar Norstar is a trademark of Northern Telecom. P0886600 Issue 1.0 Printed in Canada...
  • Page 2 COPYRIGHT NOTICE This Nortel documentation is protected by copyright. It may not be copied in any form or medium except pursuant to the Nortel License to Copy Documentation ("License"). If a License has been purchased, it will be enclosed with this copy of Nortel documentation.

  • Page 3: Table Of Contents

    Chapter 2 Setting up Norstar Voice Mail 11 Overview 11 Who can use Norstar Voice Mail 11 Using Norstar Voice Mail with a two-line display telephone 11 Other telephones 12 Using the Norstar dialpad 12 Logging on 13 Ending a session 14...
  • Page 4 Contents Programing which lines will be answered by Norstar Voice Mail 31 Adding lines and assigning a Greeting Table 31 Viewing and changing the line configuration 32 Assigning the number of rings before Norstar Voice Mail answers 32 Enabling Touchtone Gate 34...
  • Page 5 Contents iii General Delivery Mailbox 62 Class of Service for Special Mailboxes 63 Setting up the System Coordinator and General Delivery Mailboxes 63 Opening the Mailboxes 63 Initializing the Mailboxes 63 Recording the Mailbox in the Company Directory 63 Recording the Mailbox greeting 65 Selecting a Mailbox Greeting 66 Listening to and dealing with messages left in Special Mailboxes 67 Copying a message to another Mailbox 68...
  • Page 6 Verifying the Feature Codes 112 Leave a Message 112 Open Mailbox 112 Operator Status 113 System Administration 113 Norstar Voice Mail Directory Number 113 Transfer to Mailbox 113 Interrupt a Message 114 Chapter 11 Overview of Custom Call Routing 117...
  • Page 7 Overview 153 Installation overview 154 NAM network prerequisites 154 PC prerequisites 154 Installing the Norstar Voice Mail Manager client software 154 Starting the Norstar Voice Mail Manager client software 155 Removing the Norstar Voice Mail Manager client software 156 Chapter 15...
  • Page 8 Greetings are played at the wrong time of day 184 Greetings are played on the wrong line 184 A telephone cannot be forwarded to Norstar Voice Mail 184 Feature 981 produces a Log prompt on the Norstar display 184 Set Up and Operation Guide P0886600 Issue 1.0...
  • Page 9 You cannot enter a name for a mailbox 187 Incomplete messages are received in a mailbox or “Message delivered” plays while recording a message, or a Norstar Voice Mail session ends unexpectedly 188 You cannot create a Group List 188...
  • Page 10 Contents Creating an Autoexec.bat file 206 Loading the files onto the DOS system disk 207 Loading the Dialing Translation Table file onto the Norstar Voice Mail system 207 Appendix B: Norstar Configuration Tips and Norstar Feature Compatibility 209 Overview 209...
  • Page 11 The enclosed computer software (“Program”) is provided by Northern Telecom Limited or its Subsidiaries (“Northern Telecom”) under license from Northern Telecom's suppliers (“Northern Telecom's Licensors”) for use only on Northern Telecom's Norstar Applications Module with which the program was provided to you (“Northern Telecom Hardware”). Sub-License Grant...
  • Page 12 Assignment of Sub-License You may assign your rights under this Sub-License to any subsequent owner of the Northern Telecom Hardware, but not otherwise. To assign this Sub-License, you must (i) delegate all of your obligations under this Sub-License to the assignee, (ii) obtain from the assignee an unconditional written assumption of all such obligations, and (iii) transfer physical possession of the Program and all associated documentation to the assignee and destroy any backup copies.
  • Page 13 Confidentiality The program and related documentation are copyrighted. Although copyrighted, they are unpublished and contain proprietary and confidential information of Northern Telecom and Northern Telecom's Licensors and are considered by them to be trade secrets. You agree to hold the Program and documentation in confidence.
  • Page 14 U.S. GOVERNMENT RESTRICTED RIGHTS You acknowledge that any software, including documentation, furnished under this Agreement is commercial computer software developed at private expense and is provided with RESTRICTED RIGHTS. Any use, duplication or disclosure by the U.S. Government or its agencies is subject to restrictions set forth in subparagraph (c) (1) of FAR 52.227-19 or in (c) (1) (ii) of the Rights in Technical Data and Computer Software clause at DFAR 252.227-7013 and you shall ensure that such restrictions are complied with.
  • Page 15 Section I - Getting started • Introduction • Setting up Norstar Voice Mail P0886600 Issue 1.0 Set Up and Operation Guide...
  • Page 16 2 Getting started Set Up and Operation Guide P0886600 Issue 1.0...

  • Page 17: Introduction

    For more information on installing and using Norstar Voice Mail Manager see "Norstar Voice Mail Manager" on page 151. The following is a brief description of the four main components of Norstar Voice Mail and how they enhance your office communications. Automated Attendant Answers your business calls promptly, 24 hours a day, with a Company Greeting.

  • Page 18: Two Methods For Programing Norstar Voice Mail

    · ° ‹ Norstar Voice Mail programing can be administered by two methods: , which this guide covers in detail or by Norstar Voice Mail Manager. The Norstar Voice Mail programing administration comparison table below lists the types of programing functions that can be performed by each method.
  • Page 19 Introduction 5 ƒ·°‹ Administration feature Norstar Voice Mail Manager √ √ FAX Parameters √ Loading Faxes Reports √ √ Directory √ √ Mailbox Information √ √ Group List √ √ Message Usage √ √ Mailbox Activity √ √ Calling Line Information √...

  • Page 20: How This Guide Is Organized

    The Appendices located at the back of this Guide include detailed information on topics relevant to setting up and operating the Norstar Voice Mail system. The Norstar Voice Mail Set Up and Operation Guide is organized into six main sections.

  • Page 21: Symbols And Conventions

    A Glossary and Index can be found at the end of this Guide. Symbols and conventions As you work through this Guide, you will notice certain conventions have been used to represent the words that appear on the Norstar telephone display and dialpad. Convention/Symbol...

  • Page 22: Prerequisites

    8 Introduction Prerequisites Before you attempt to set up Norstar Voice Mail, ensure you are familiar with how Norstar two-line display telephones operate. We recommend you read the telephone user card before proceeding. The Norstar Voice Mail document set Document...
  • Page 23 Description Norstar Voice Mail All users Information about programing and using the optional AMIS software AMIS User Guide available for Norstar Voice Mail. Norstar Voice Mail Installer Information about installing the optional FAX hardware and software available FAX Installation Guide for Norstar Voice Mail.
  • Page 24 10 Introduction Set Up and Operation Guide P0886600 Issue 1.0...

  • Page 25: Setting Up Norstar Voice Mail

    Preparing to program Norstar Voice Mail Who can use Norstar Voice Mail Norstar Voice Mail can be used by any outside caller and by mailbox owners in your company. Inside your office, Voice Mail can be used from any touch tone phone connected to your Norstar system.

  • Page 26: Other Telephones

    RETRY Display button Other telephones Norstar single-line display telephones can be used for most Voice Mail sessions, but are not suitable for the programing or administration tasks performed by the System Coordinator. Configuration tasks require a two-line display. A single-line, tone dial telephone connected to an Integrated Communication System (ICS) through an Analog Terminal Adapter (ATA) can also be used for many Norstar Voice Mail sessions, but cannot perform administration tasks.

  • Page 27: Logging On

    Accessing your Personal Mailbox while away from the office • • When you are away from the office, you can access Norstar Voice Mail using the dialpad of any touch tone telephone. To access your Personal Mailbox, press while your Personal Greeting plays. Enter your Personal Mailbox number and password combination and follow the voice prompts.

  • Page 28: Ending A Session

    On a Norstar two-line display telephone, the voice prompt plays after a five-second delay. If you do not select an option, Norstar will disconnect the call. On a Norstar single-line display telephone, the voice prompt plays immediately. When you do not select an option within an additional four seconds, the voice prompt replays the options before Norstar ends the session.
  • Page 29 Setting up Norstar Voice Mail 15 Feature 983: First level Feature 983 Log on ⁄ Re-install Norstar Voice Mail Other Mailboxes Automated Reset Norstar Voice Mail Attendant ¤ Change language availability, Group Lists › Group Other List Change Voice Mail...
  • Page 30 16 Setting up Norstar Voice Mail Set Up and Operation Guide P0886600 Issue 1.0...
  • Page 31 Section II - Automated Attendant • Setting up an Automated Attendant • Auto Attendant Status settings P0886600 Issue 1.0 Set Up and Operation Guide...
  • Page 32 18 Automated Attendant Set Up and Operation Guide P0886600 Issue 1.0...

  • Page 33: Setting Up An Automated Attendant

    Setting up an Automated Attendant Overview The Automated Attendant provides a convenient means of answering your company’s incoming telephone lines with a prerecorded greeting selected from the Greeting Table, according to the time of day. You can record and assign different greetings to the Greeting Table. You can also specify which greeting will play for particular lines.

  • Page 34: Tools And Materials

    To program your Automated Attendant, you will need a Norstar two-line display telephone. The Norstar Voice Mail Programing Record, provided to you by your installer or your customer sales representative, contains useful information about programing options and can be a helpful reference while setting up the Automated Attendant.

  • Page 35: Greeting Tables

    Greeting Tables The Greeting Tables store the recordings played by the Automated Attendant to incoming callers. Norstar Voice Mail provides four Greeting Tables numbered 1 to 4. You can store a total of 40 Company Greetings in memory, but only four greetings can be assigned a Greeting Table at any one time.

  • Page 36: Company Greetings

    22 Setting up an Automated Attendant The following shows an example of how Greetings can be assigned to the tables Greeting Type Table 1 Table 2 Table 3 Table 4 Morning Greeting 1 Greeting 5 Greeting 9 Greeting 13 Afternoon Greeting 2 Greeting 6 Greeting 10...
  • Page 37 Setting up an Automated Attendant 23 The four greetings will reflect the Morning, Afternoon, Evening and Non-business hours. For example: “Good morning. You have reached Touchstone 1) Morning Greeting: Marketing .” 2) Afternoon Greeting: “Good afternoon. You have reached Touchstone Marketing .”...

  • Page 38: Recording A Greeting

    24 Setting up an Automated Attendant Recording a Greeting When you are recording your company Greetings, do not use the Handsfree feature. Speak directly into the telephone receiver. To record a company Greeting: ƒ · ° ‹ 1. Press Log: 2.

  • Page 39: Setting Up A Greeting Table

    Setting up an Automated Attendant 25 Setting up a Greeting Table To set up a Greeting Table, complete all 39 steps of the procedure to: • record a Custom Menu prompt, if you are replacing the default Automated Attendant Menu •...
  • Page 40 26 Setting up an Automated Attendant Grtg table: 5. Enter the Greeting Table number (1 to 4) and RETRY press OK . AA menu prompt:Y 6. Press CHNG . Prompt: 7. Press PRIME . Prompt: pri 8. Press REC . At the tone, record your primary PLAY QUIT prompt.

  • Page 41: Assigning A Greeting To A Greeting Table

    This can be changed at any time. You can set the language preference for each Greeting Table. This setting determines which language the Automated Attendant uses when answering incoming calls. If the Norstar Voice Mail Bilingual Option is set to No, this display is not shown.

  • Page 42: Assigning The Greeting Table Attendant

    28 Setting up an Automated Attendant Assigning the Greeting Table Attendant Assigning the Greeting Table Attendant overrides the designated Operator. If the Attendant does not answer, the call goes to the destination Mailbox. If there is no mailbox, the call goes to the General Delivery Mailbox. Atdt: (none) 21.
  • Page 43 Setting up an Automated Attendant 29 Mo morn:<8:00>am 29. Press NEXT . CHNG Mo aft: 12:00 pm 30. Press CHNG . NEXT Enter hhmm:<1201> 31. Enter the Monday Afternoon start time and RETRY press AM or PM . Mo aft: 12:01 pm 32.

  • Page 44: Changing The Norstar Voice Mail Language Availability

    When Norstar Voice Mail was installed, the language of the Automated Attendant was set by the installer. When the Norstar Voice Mail bilingual option is set to N, there is no Alternate · Language capability, and all the Classes of Service are assigned the Primary Language selected.

  • Page 45: Programing Which Lines Will Be Answered By Norstar Voice Mail

    Setting up an Automated Attendant 31 Programing which lines will be answered by Norstar Voice Mail Norstar Voice Mail is able to answer all of your incoming lines, or just those lines you specify. Before Norstar Voice Mail will answer an incoming line, you must assign the line and set the Answer status to Yes.

  • Page 46: Viewing And Changing The Line Configuration

    Assigning the number of rings before Norstar Voice Mail answers You can assign Norstar Voice Mail to answer incoming calls after a specified number of rings. The number of rings ranges from 0 (zero) to 12. If the number of rings is left at zero, Norstar Voice Mail answers immediately.
  • Page 47 Setting up an Automated Attendant 33 To assign or change the number of rings before the Automated Attendant answers: ƒ · ° ‹ 1. Press Log: 2. Enter the System Coordinator Mailbox number QUIT RETRY and password, then press OK . Admin 3.

  • Page 48: Enabling Touchtone Gate

    34 Setting up an Automated Attendant Enabling Touchtone Gate The Touchtone Gate option allows you to speed up routing incoming calls. When Touchtone Gate is enabled, you can choose to have the standard voice prompt play or you can record your own custom prompt. If you choose the standard ⁄...

  • Page 49: Enabling And Disabling Voice Mail

    Mailboxes, or press to reach the Operator. If the Voice Mail Option is disabled, Norstar Voice Mail users may still leave a message in a mailbox using Feature 980, as shown below, or the record message option in Feature 981. The mailbox owner may also transfer internal calls to another mailbox by using Feature 986.
  • Page 50 36 Setting up an Automated Attendant Overview of Sending Messages using Feature 980 Feature 980 Enter mailbox Directory number Owner’s name confirmation Record message Send Delivery Options message Certified Urgent Other Private Timed To enable or disable Voice Mail: ƒ · ° ‹ 1.

  • Page 51: Auto Attendant Status Settings

    • change the Operator password • set the Business Status • assign Norstar Voice Mail Line answering • change Automated Attendant Status Setting the Operator Status When your company Receptionist or Operator is available to respond to callers, the Operator Status should be set to Yes. When your company Receptionist or designated Operator goes for a break, lunch, or leaves in the afternoon, the Operator Status should be set to No.

  • Page 52: Changing The Operator Password

    38 Auto Attendant Status settings To set the Operator Status: ƒ · ° ¤ 1. Press fl ‡ ‹ ‡ ¤ ° fl ‡ Pswd: 2. Enter RETRY (OPERATOR) and press OK . This is the default Operator password. To change the Operator password, see below.

  • Page 53: Changing The Operator Default Directory Number (Dn)

    Voice Mail puts the request through to the Operator’s Directory Number (DN). For example, if Norstar Voice Mail is operating on a two digit Norstar DN length, this DN is 21. You can change the Receptionist or designated Operator DN.

  • Page 54: Setting The Business Status

    Making changes from a remote telephone You can access Norstar Voice Mail to change a greeting or the Business Status by using the dialpad of any internal or external touch tone phone. Remote administration must be done through the System Coordinator Mailbox. The System Coordinator’s Mailbox must be initialized before remote administration can be...

  • Page 55: Changing The Business Status From A Remote Telephone

    Auto Attendant Status settings 41 Changing the Business Status from a remote telephone If the Business Status is No (office is closed) and you wish to set it to Yes (office is open), start from the Remote Administration Menu: The following voice prompts play: ⁄...

  • Page 56: Changing A Company Greeting From A Remote Telephone

    Administration Menu. Setting the Answer Lines status Norstar Voice Mail can answer all your Central Office (CO) lines included in line configuration. When Answer Lines is enabled, Norstar Voice Mail answers all incoming calls and presents each caller with the Company Greeting and Automated Attendant Menu.

  • Page 57: Setting The Automated Attendant Status

    You may want to set the Automated Attendant prompt to No to prevent callers from establishing lengthy Norstar Voice Mail sessions, or if Norstar Voice Mail is behind a private exchange system. P0886600 Issue 1.0...
  • Page 58 44 Auto Attendant Status settings To change the Automated Attendant status: ƒ · ° ‹ 1. Press Log: 2. Enter the System Coordinator Mailbox number QUIT RETRY and password, then press OK . Admin 3. Press AA . MBOX OTHR Auto Atdt Admin 4.
  • Page 59 Section III - Mailboxes • • Special Mailboxes: General Delivery and System Coordinator • Creating Mailboxes • Changing and Deleting Mailboxes • Mailbox Administration Tasks • Mailbox Feature Codes P0886600 Issue 1.0 Set Up and Operation Guide...
  • Page 60 46 Mailboxes Set Up and Operation Guide P0886600 Issue 1.0...
  • Page 61 P0886600 Issue 1.0 Set Up and Operation Guide...
  • Page 62 Set Up and Operation Guide P0886600 Issue 1.0...

  • Page 63: Overview Of Mailboxes

    Overview of Mailboxes 49 Overview of Mailboxes A mailbox is a storage place for both voice and fax messages on the Norstar Voice Mail system. This section contains information on creating and administering the different types of mailboxes. For information about fax, refer to the Norstar Voice Mail fax documents.

  • Page 64: User Mailboxes

    Before you begin adding mailboxes, ensure you have completed the Mailboxes section of the Norstar Voice Mail Programing Record. This will enable you to enter the values and become familiar with the task without having to stop and review each feature, especially when you are adding the first few mailboxes .

  • Page 65: Terms And Definitions

    When a caller dials a set that has been programed to have one or more alternate DNs, Norstar Voice Mail rings at all of the sets simultaneously. The first set to answer accepts the call, the other sets cannot access the line or use the Interrupt Feature (Feature 987) to access the answered line.
  • Page 66 User mailbox) or Information. User Mailboxes User Mailboxes store the messages for mailbox owners who are unable to answer their telephone. User Mailboxes can be assigned to anyone who has a Norstar Directory Number (DN). Overview of Mailbox Programing Feature 983...

  • Page 67: Class Of Service

    This allows a caller, who reaches a mailbox and presses , to be transfered Outbound Transfer to an external phone number or a Norstar set. In order for Outbound Transfer to function, incoming lines must be equipped with Disconnect Supervision. Incorrect password...

  • Page 68: Default Values

    In some areas Call Record is not available as it contravenes local laws, therefore Call Record is not enabled in any Class of Service. If Call Record is legal in your area, use Norstar Voice Mail Manager to customize a Class of Service to enable Call Record.

  • Page 69: Mailbox Overrides

    The amount of time available to be distributed depends on the amount of message storage available on the Norstar Voice Mail system. The Class of Service values can be changed by using the optional Norstar Voice Mail Manager application.

  • Page 70: Company Directory

    56 Overview of Mailboxes Company Directory The Company Directory is an internal voice list containing the names of mailbox owners with initialized mailboxes who have been assigned to the directory. When the System Coordinator registers a mailbox, they determine whether or not that mailbox is available to callers using the Company Directory.

  • Page 71: Fax Line (Virtual)

    Norstar Voice Mail FAX User Guide. Setting up a Fax Line Before assigning a line as a Fax Line, you must: • ensure the line has the Norstar Voice Mail Directory Number (DN) set as its ƒ · ° fi prime set. (Press to determine the Norstar Voice Mail DN.)

  • Page 72: Activating The Call Screening Feature

    When you add Guest Mailboxes, the Message Waiting Notification must be set to No. These mailboxes do not have an operating Norstar DN. When you add a Guest Mailbox to a single-line telephone, the Message Notification must be set to No at the ATA.
  • Page 73 CCR trees, Off-premise Message Notification and Outbound Transfers. When assigning an Outdial route, all dialing is done by the set to which Norstar Voice Mail is connected, not by the Norstar telephone. Refer to your Norstar System documentation for additional information.
  • Page 74 60 Overview of Mailboxes Set Up and Operation Guide P0886600 Issue 1.0...

  • Page 75: Special Mailboxes: General Delivery And System Coordinator

    1, the default values for the Special Mailboxes become 20 and 22. All mailbox and DNs used in this manual assume the length is three digits. For more information about the Norstar Voice Mail default values, refer to "Appendix C: Default Configuration Values"...

  • Page 76: System Coordinator's Mailbox

    "Initializing the Mailboxes" on page 63. The mailbox numbers used in this guide for the Special Mailboxes are the Norstar Voice Mail default mailbox numbers based on a two digit DN length. The mailbox number length is determined in the initial system set up. Mailbox numbers can range from two to seven digits.

  • Page 77: Class Of Service For Special Mailboxes

    General Delivery Mailbox number is 10. The default password for both is 0000. Initializing the Mailboxes Before any Norstar Voice Mail Mailbox can be used, it must be initialized. The steps for initializing Special Mailboxes and Personal Mailboxes are the same. Initializing a mailbox involves: •...
  • Page 78 64 Special Mailboxes: General Delivery and System Coordinator To initialize the mailboxes: ƒ · ° ⁄ 1. Press Log: 2. Enter the System Coordinator Mailbox number QUIT RETRY and password, then press OK . If the set you are using has a mailbox, the Pswd: prompt appears.

  • Page 79: Recording The Mailbox Greeting

    CFWD Greeting: 6. Press PRIME . PERS Press ALT to record your Alternate Greeting. For information on recording Personalized Greetings, refer to the Norstar Voice Mail Reference Guide. Record new? 7. Press YES . QUIT Record greeting: 8. At the tone, record your greeting and press OK.

  • Page 80: Selecting A Mailbox Greeting

    66 Special Mailboxes: General Delivery and System Coordinator 10. For each Special Mailbox Greeting, follow steps 1 through 9 ® press to end this programing session. After the Primary and Alternate Greetings are recorded, you must select a greeting to play. If you do not select a greeting to play, the Primary Greeting plays automatically.

  • Page 81: Listening To And Dealing With Messages Left In Special Mailboxes

    Volume control does not apply to system prompts. The system prompts play at the preset volume. Delivery Options When leaving a message in a mailbox, Norstar Voice Mail provides you with Delivery Options: Certified, Urgent, Private, and Normal. • Certified (CERT) This notifies you that your message has been received and read.

  • Page 82: Copying A Message To Another Mailbox

    When a message is left by an internal caller who has a mailbox initialized with Norstar Voice Mail, the display shows the REPLY feature. The display also shows REPLY if a message is left by an external caller and your company subscribes to Call services.
  • Page 83 Special Mailboxes: General Delivery and System Coordinator 69 To send a copy of a message to a mailbox owner, you must open the mailbox and listen to the message. ƒ · ° ⁄ 1. Press Pswd: 2. Enter the System Coordinator Mailbox number OTHR RETRY and password, then press OK .

  • Page 84: Replying To A Message

    70 Special Mailboxes: General Delivery and System Coordinator Delivery options 10. To mark a message Certified, press CERT , CERT URGENT OTHR then press SEND . To mark a message Urgent, press URGENT , then press SEND . Delivery options To mark a message Private, press OTHR , then PRIV TIME...
  • Page 85 Special Mailboxes: General Delivery and System Coordinator 71 1 new 0 saved 3. Press PLAY . ADMIN End of message 4. Press REPLY . ERASE NEXT Reply to msg 5. Press CALL . You are transfered to the QUIT message sender’s DN. Press MSG to reply with a recorded message.
  • Page 86 72 Special Mailboxes: General Delivery and System Coordinator Set Up and Operation Guide P0886600 Issue 1.0...

  • Page 87: Creating Mailboxes

    User Mailboxes New mailboxes can be added to Norstar Voice Mail whenever they are required. Before you add a new mailbox, ensure that you have all the necessary mailbox information. You should complete "Mailboxes", in the Norstar Voice Mail Programing Record, outlining the: •...

  • Page 88: Adding A User Mailbox

    YES means the mailbox owner’s name always plays in the Company Directory. Msg waiting? 11. Press YES or NO . Note: This establishes whether a message notification appears on the Norstar telephone display. Set Up and Operation Guide P0886600 Issue 1.0...
  • Page 89 Outdial: none 12. Press LINE to select a specific outgoing line. POOL NONE Press POOL for Norstar Voice Mail to select a line within a line pool. Press NONE if you do not want to assign an outdial route. Display changes to Alt1 ext:(none) three steps below.
  • Page 90 76 Creating Mailboxes Alt2 ext: 19. Enter the second Alternate DN and press OK . RETRY Alt2 ext:xxxx 20. Press NEXT . CHNG Note: If a fax card is not installed, the next three steps will not appear during programing. Fax line:(none) 21.

  • Page 91: Adding Several User Mailboxes Using The Create Mailbox Utility

    Mailbox Utility. When enabled, the Create Mailbox Utility seeks out all user DNs in a predefined range that have not been assigned a mailbox. Norstar Voice Mail then creates a mailbox for each DN. The DN range must be entered by the System Coordinator.
  • Page 92 78 Creating Mailboxes When to use the Creating Mailbox Utility Mailbox request given to System Coordinator System Coordinator decides: with following information: - Class of Service - type of mailbox - user’s name - options required Are there several Mailboxes to add at the same time? Select the appropriate Are they all...
  • Page 93 Creating Mailboxes 79 Outdial: none 8. Press LINE . POOL NONE Press POOL for Norstar Voice Mail to select a line within a line pool. Press NONE if you do not want to assign an outdial route to the created mailboxes.

  • Page 94: Guest Mailboxes

    80 Creating Mailboxes Guest Mailboxes Guest Mailboxes are assigned to users who do not have an operating Norstar DN, but require a mailbox. These mailboxes receive and store messages just as the User Mailboxes do. When you establish Guest Mailboxes, you should assign mailbox numbers that begin with the same digit.

  • Page 95: Adding Guest Mailboxes

    . To reach our receptionist, press .” Note: The number 46 in this example is an operating Norstar DN while the number 28 is the Guest Mailbox. The leading digit of Guest Mailbox numbers should be different from the leading digit of the DNs.

  • Page 96: Information Mailboxes

    Information Mailboxes do not take messages and do not have operating DNs. Information Mailboxes are certified by the System Coordinator, and are either maintained by the System Coordinator or a Norstar Voice Mail mailbox owner. Information Mailboxes can be established as needed.

  • Page 97: Adding Information Mailboxes

    When you establish Information Mailboxes, you should assign mailbox numbers beginning with the same digit. This helps you identify the mailbox type. For information on entering names using the telephone dialpad, refer to "Using the Norstar dialpad" on page 12. To add an Information Mailbox: ƒ · ° ‹...
  • Page 98 84 Creating Mailboxes Type:subscriber 6. Press NEXT . Type:information 7. Press OK . NEXT Service class: 8. Enter a Class of Service from 1 to 16. RETRY Name: 9. Enter the mailbox name and press OK . NEXT Directory? 10. Press YES if you want the mailbox owner’s name to play in the Company Directory press NO if you do not want the owner’s name to play in the Company Directory.

  • Page 99: Changing And Deleting Mailboxes

    CHNG button. Changing mailbox options After a mailbox is certified with Norstar Voice Mail, you can change several options and overrides. The following series of steps will take you through: •...
  • Page 100 86 Changing and Deleting Mailboxes To reset a mailbox password: ƒ · ° ‹ 1. Press Admin 2. Press MBOX . OTHR Mailbox Admin 3. Press CHNG . Mbox: 4. Enter the mailbox number. QUIT Password 5. Press RESET . NEXT Password reset 6.
  • Page 101 Changing and Deleting Mailboxes 87 Changing a mailbox owner’s name To change a mailbox owner’s name: Service class:3 13. Press NEXT . CHNG <mbox owner name> 14. Press CHNG . NEXT FRY,R 15. Enter the mailbox owner’s last name, comma, RETRY BKSP and first initial, (FRY,R in this example) and...
  • Page 102 OK . Although line pools are labeled by a letter such as A, B or C, Norstar Voice Mail accepts only numbers. When you enter a line pool use 1 for A, 2 for B, 3 for C, and so on.
  • Page 103 Changing and Deleting Mailboxes 89 Alt1 ext:656 28. Press NEXT to assign the second Alternate CHNG Alt2 ext:755 29. Press CHNG to change the second Alternate NEXT DN (755 in our example) press NEXT if you do not want to change the second Alternate DN.

  • Page 104: Deleting A Mailbox

    90 Changing and Deleting Mailboxes Changing the Call Screening feature status To change the status of the Call Screening feature: Fax line:27 34. Press NEXT . CHNG Xfers:blind 35. Press CHNG . NEXT Xfers:screened 36. Press NEXT . CHNG Mailbox Admin Note: You have completed the changing the CHNG Call Screening status.

  • Page 105: Mailbox Administration Tasks

    Mailbox Administration Tasks Overview This chapter describes the steps for administering the Norstar Voice Mail mailboxes, including: • Special Mailboxes (System Coordinator Mailbox and General Delivery Mailbox) • Personal Mailboxes (User and Guest) • Information Mailboxes Administering Special Mailboxes Special Mailbox administration involves listening to messages, attending to each message, and then deleting the message.

  • Page 106: About The Passwords

    About the passwords Each mailbox certified with Norstar Voice Mail is protected by a password established by the mailbox owner. When you add a mailbox to Norstar Voice Mail, the password 0000 is assigned automatically. This is called the default password.

  • Page 107: Enabling External Initialization

    Enabling external initialization The System Coordinator can assign Mailbox initialization to be performed only from an internal Norstar telephone. This added security feature makes it more difficult to tamper with or gain access to the mailboxes fraudulently. If a user attempts to access an uninitialized mailbox from an external number, they will be denied access.

  • Page 108: Configuring The Company Directory

    94 Mailbox Administration Tasks Configuring the Company Directory The System Coordinator can determine whether callers can search the Company Directory by first name, last name or both first and last name. Also, the Company Directory can be disabled if necessary. For more information about the Company Directory, refer to "Company Directory"...

  • Page 109: Setting Up Outbound Transfer

    Outbound Transfer For Off-premise Message Notification and Outbound Transfer to work, voice channels must be available to Norstar Voice Mail. You must assign channels to Norstar Voice Mail to place outgoing calls. To determine the number of channels enabled, call your Norstar Technical Support Group.

  • Page 110: Enabling And Disabling The General Delivery Mailbox

    General Delivery Mailbox. Your company’s designated Operator should be assigned the General Delivery Mailbox number. The DN can be any operating DN on your Norstar Voice Mail System that is not already assigned to a mailbox. To change the mailbox number: ƒ...

  • Page 111: Broadcast And Group Messages

    61. Broadcast Messages are recorded by the System Coordinator and played on all mailboxes initialized with Norstar Voice Mail. A mailbox owner does not have to select a Broadcast Message to play. The message is played automatically when mailbox owners open their mailboxes, and is erased automatically once it has played.

  • Page 112: Sending Group Messages

    To record your message again, press RETRY . ® Press to end this programing session. Your message is delivered to all initialized mailboxes certified with Norstar Voice Mail. Sending Group Messages Group Messages can be sent by any user, but the Group List to which the messages are sent must be defined or changed by the System Coordinator.

  • Page 113: Preparing A Group List

    The next two digits are assigned automatically by Norstar Voice Mail when you add the Group List. The Group List numbers are assigned in sequential order. You must assign the Group List name.

  • Page 114: Adding A Group List

    GList: 901 6. Press OK . If fax is available, press either VOICE or FAX . Note: Norstar Voice Mail assigns a Group List number automatically. In this display, 901 is used as an example. Set Up and Operation Guide...

  • Page 115: Changing A Group List Name And Company Directory Recording

    Mailbox Administration Tasks 101 Record name: 7. At the tone, record the Group List name and RETRY press OK to end the recording. Note: This Group List name is played to any caller who leaves a message for the mailboxes in the group. Accept name? 8.
  • Page 116 102 Mailbox Administration Tasks To change a Group List name and Company Directory recording: ƒ · ° ‹ 1. Press Log: 2. Enter the System Coordinator Mailbox number QUIT RETRY and password, then press OK . Admin 3. Press OTHR . MBOX Admin 4.

  • Page 117: Changing And Viewing The Members Of A Group List

    Mailbox Administration Tasks 103 Changing and viewing the members of a Group List Mailbox numbers can be added to or deleted from a Group List at any time. Mailboxes must be initialized before they can be added to a Group List. To create a new Group List, refer to "Adding a Group List"...

  • Page 118: Changing The Group List Leading Digit

    104 Mailbox Administration Tasks GList members 14. Press VIEW , then DEL to delete a mailbox number from the Group List. ® Press to end this programing session. Changing the Group List leading digit During the system installation, a number from 0 to 9 (default 9) was assigned as the Group List leading digit.

  • Page 119: Deleting A Group List

    You can delete a Group List at any time. When you do, the Group List number is re-assigned automatically by Norstar Voice Mail the next time you add a Group List. Deleting a Group List does not delete any mailboxes from the Norstar Voice Mail system.

  • Page 120: Sending A Group Message

    When a mailbox owner sends a message to the Group List, the mailbox owner’s own mailbox does not receive the message. To send a Group Message from your Norstar telephone: ƒ · ° ‚ 1. Press Mbox:∫∫∫...

  • Page 121: Canceling Off-Premise Message Notification From A Called Number

    Follow the voice prompts to cancel notification. If Off-premise Message Notification is to a Norstar DN, text prompts and voice prompts are presented. To cancel Off-premise Message Notification from an...
  • Page 122 108 Mailbox Administration Tasks Programing Caller ID (CLID) using Feature 983 Feature 983 Log on ⁄⁄ Other Automated Mailboxes CLID Attendant Change Quit Telephone Telephone number number Destination Destination Table Ext Othr Feature 983: (CLID) Administration Feature 983 Log on CLID Group Automated...

  • Page 123: Mailbox Feature Codes

    Norstar Voice Mail. Programing the feature codes To carry out a Norstar Voice Mail function, a Feature Code must first be entered. There are seven Feature Codes that work with Norstar Voice Mail. The default Feature Codes are shown in table"Feature Codes" below.

  • Page 124: Determining The Feature Codes

    Label the buttons with the Feature Code description using the paper labels provided with your Norstar telephone. Repeat steps 1 through 4 for each Norstar Voice Mail Feature Code you want to program. Note: We recommend you program a memory button with the Norstar Voice Mail DN.
  • Page 125 Mailbox Feature Codes 111 Feature Codes shown below are the default Feature Codes. If the codes change, record the assigned codes in the space provided. ƒ · ° ‚ Leave msg: F9xx NEXT Note: Feature 9 ___ ___ ƒ · °⁄ Open mbox: F9xx NEXT...

  • Page 126: Verifying The Feature Codes

    112 Mailbox Feature Codes Verifying the Feature Codes Norstar Voice Mail uses default Feature Codes 980 through 987, or assigned Feature Codes as described earlier. To verify the Feature Code display prompts, use a Norstar two-line display telephone and enter each Norstar Voice Mail Feature Code. The display prompts should be as follows: ƒ...

  • Page 127: Operator Status

    System Administration The System Administration Feature Code is used by the System Coordinator and the installer to set up Norstar Voice Mail. This Feature Code is also used by the System Coordinator to add mailboxes and select an Alternate Language. This Feature Code is protected by a password chosen by the System Coordinator.

  • Page 128: Interrupt A Message

    114 Mailbox Feature Codes Interrupt a Message The Interrupt Feature Code is used to interrupt Norstar Voice Mail and allows you to speak with a caller who has reached your mailbox. ƒ · ° ‡ To use the Interrupt Feature, press When a caller leaving a message in a mailbox is interrupted, the first part of the message remains in the mailbox.
  • Page 129 Section IV - Custom Call Routing (CCR) • Overview of Custom Call Routing • Building, Saving, and Enabling a CCR Tree • Changing or Deleting a CCR Tree P0886600 Issue 1.0 Set Up and Operation Guide...
  • Page 130 116 Custom Call Routing (CCR) Set Up and Operation Guide P0886600 Issue 1.0...

  • Page 131: Overview Of Custom Call Routing

    Overview of Custom Call Routing Custom Call Routing (CCR) allows you to replace the Automated Attendant menus with a more sophisticated menu that can include several sub-menus to offer callers a wider range of options. When a CCR Tree is enabled, callers hear the CCR Home Menu immediately after the Company Greeting.
  • Page 132 118 Overview of Custom Call Routing The System Coordinator records a voice prompt that will inform callers of the Home Menu options. When a selection is made from the Home Menu (by pressing a single button) the caller follows a Path, which may access a sub-menu on a level below the Home Menu.

  • Page 133: Planning And Designing A Ccr Tree

    Destination Types • recording the prompts and messages • designing the CCR Tree template in the Norstar Voice Mail Programing Record (Photocopy this record and use the photocopy as an outline as you proceed through this section.) · ‚...

  • Page 134: About The Ccr Tree Structure

    120 Overview of Custom Call Routing About the CCR Tree structure After the Company Greeting, a caller hears the Home Menu at the top of the CCR Tree (Level zero). When a caller selects an option from the Home Menu, they can access a sub-menu, leave a message, transfer to a DN or an external number, or play an information message.

  • Page 135: Destination Types

    Overview of Custom Call Routing 121 Information Message An Information Message is a message you record to provide a caller with information about goods or services available from your company. This message can be used to provide callers with information about sales, specials, company events, business hours, price lists, shipping times or even the weather.

  • Page 136: Paths

    122 Overview of Custom Call Routing Sample CCR Tree Paths Path 0 - Level 0 Level zero ⁄ Home Menu Voice Prompt example: (Home) ¤ “To place an order, press ‹ To add your name to our mailing list, press ›...

  • Page 137: Building, Saving, And Enabling A Ccr Tree

    Tools and materials To have a clear record of the paths and options you intend to create, we recommend that you first complete the appropriate section of the Norstar Voice Mail Programing Record and have it handy during the programing.

  • Page 138: Feature 983: Custom Call Routing (Ccr)

    124 Building, Saving, and Enabling a CCR Tree Feature 983: Custom Call Routing (CCR) Changing the parameters of existing CCR trees Feature 983 Log on Group Automated Mailboxes List Attendant Admin Tree number Workspace (5) Tree (1) (2) (3) (4) Change Print Quit Change Print...
  • Page 139 Overview of Programing for CCR: Part 1 Feature 983 Log on Group Automated Mailboxes List Attendant Admin Tree number Workspace (5) New tree (1) (2) (3) (4) Build Quit Quit Build Home Info message Home Menu Rec prompt Rec message Destination Path number Option type...

  • Page 140: Beginning A New Ccr Tree And Recording The Home Menu Voice Prompt

    126 Building, Saving, and Enabling a CCR Tree Beginning a new CCR tree and recording the Home Menu voice prompt After your CCR Tree is designed, the first step is to begin a new tree and record the Home Menu Voice Prompt. Remember that if you record an Information Message as the Home Menu prompt, you cannot add any other sub-menus.
  • Page 141 Building, Saving, and Enabling a CCR Tree 127 To begin to build a new tree and record the Home Menu Voice Prompt: ƒ · ° ‹ 1. Press Log: 2. Enter the System Coordinator Mailbox number QUIT RETRY and password, then press OK . Admin 3.

  • Page 142: Adding A Sub-Menu

    128 Building, Saving, and Enabling a CCR Tree Adding a Sub-menu The sub-menu provides a caller with single-digit access to another list of options. If your Tree is designed to progress to a second level, you must add a sub-menu on the first level to inform the caller of further options.

  • Page 143: Adding An Information Message

    Building, Saving, and Enabling a CCR Tree 129 Rec alt prompt? 6. Press NO If you want to record a prompt in the Alternate Language, press YES and follow the instructions that appear on the display. Do not replace the receiver. You can now continue to build this Tree and add more options, finish building and save it, or save it and add to it later.

  • Page 144: Assigning The Destination Type

    130 Building, Saving, and Enabling a CCR Tree Assigning the Destination Type Both the Information Message and Leave Message options must be assigned a Destination Type. There are three kinds of call Destination Types: • return to the Previous menu •...

  • Page 145: Adding A Transfer

    Building, Saving, and Enabling a CCR Tree 131 Mbox: 4. Enter the mailbox number. QUIT Note: To access the Company Directory, press DIR . Destination? 5. Press HOME to return the caller to the Home PREV DISC Menu Voice Prompt. Pressing DISC disconnects the call.

  • Page 146: Adding A Transfer To An External Number

    In order to optimize the use of Norstar Voice Mail lines, the incoming line can be used to make the external transfer. This type of transfer is called a Link transfer.
  • Page 147 Building, Saving, and Enabling a CCR Tree 133 Ext transf:none 5. Press LINE to select a specific outgoing line. POOL PHONE Pressing POOL selects a line within a line pool. Line: 6. Enter the Line or Pool number and press OK . RETRY Although line pools are labeled by a letter such as A, B, or C, the system accepts only numbers...
  • Page 148 134 Building, Saving, and Enabling a CCR Tree For example, when Norstar Voice Mail is installed on a Norstar System behind PBX or Centrex+ and you want to access an outside line and recognize · £ › ¤ fi fi fi ⁄ ¤ ‹ ›...

  • Page 149: Saving A Ccr Tree

    Building, Saving, and Enabling a CCR Tree 135 Saving a CCR Tree When a CCR Tree is built and you have recorded all the menus and messages, you must save the Tree as Tree 1, 2, 3 or 4. You must save the Tree before it can be enabled.

  • Page 150: Assigning A Ccr Tree To A Greeting Table

    136 Building, Saving, and Enabling a CCR Tree Assigning a CCR Tree to a Greeting Table To enable a Tree by assigning it to a Greeting Table: ƒ · ° ‹ 1. Press Log: 2. Enter the System Coordinator Mailbox number QUIT RETRY and password, then press OK .

  • Page 151: Making A Ccr Tree A Destination Within The Caller Id Table

    Building, Saving, and Enabling a CCR Tree 137 Making a CCR Tree a destination within the Caller ID Table As mentioned previously, your company must subscribe to CallerID services before you can use this aspect of the feature and the following steps: ƒ...
  • Page 152 138 Building, Saving, and Enabling a CCR Tree Set Up and Operation Guide P0886600 Issue 1.0...

  • Page 153: Changing Or Deleting A Ccr Tree

    Tools and materials To have a clear record of the paths and options you intend to change, we recommend that you first alter the appropriate section of the Norstar Voice Mail Programing Record and have it handy during the programing changes.
  • Page 154 140 Changing or Deleting a CCR Tree Overview of Programing for CCR: Part 2 Feature 983 Log on Group Automated Mailboxes List Attendant Admin Tree number Workspace (5) Tree (1) (2) (3) (4) Change Print Quit Change Print Quit Path number Option type Leave...

  • Page 155: Disabling A Ccr Tree

    Changing or Deleting a CCR Tree 141 Disabling a CCR Tree Before you make any changes to a CCR Tree you must ensure service is not disrupted by first disabling the CCR Tree and making sure all references to the Tree are removed from the Greeting and Caller ID Tables.

  • Page 156: Removing Caller Id (Clid) Numbers From A Ccr Tree

    142 Changing or Deleting a CCR Tree Removing Caller ID (CLID) numbers from a CCR tree To remove CLID numbers from the CCR Tree: ƒ · ° ‹ 1. Press Log: 2. Enter the System Coordinator Mailbox number QUIT RETRY and password, then press OK .

  • Page 157: Changing Options On An Existing Ccr Tree

    Changing or Deleting a CCR Tree 143 To access the Workspace: ƒ · ° ‹ 1. Press Log: 2. Enter the System Coordinator Mailbox number QUIT RETRY and password, then press OK . Admin 3. Press OTHR . MBOX Admin 4.

  • Page 158: Changing The Home Menu Or A Sub-Menu

    144 Changing or Deleting a CCR Tree CCR Admin 5. Press ADMIN . CCR tree: 6. Enter the Tree number (from 1 to 4) and press RETRY OK . Tree: x 7. Press CHNG . PRINT QUIT Path: 8. Enter the Path number you want to add and RETRY press OK .

  • Page 159: Changing An Information Message

    Changing or Deleting a CCR Tree 145 Alternate rec? 6. Press OK . PLAY To record an Alternate Language Menu, press REC and follow the instructions that appear on the display. Path: 7. Press END . RETRY Tree: <x> 8. Press SAVE . PRINT QUIT Save as tree <x>...

  • Page 160: Changing A Leave Message Option

    146 Changing or Deleting a CCR Tree Path: 8. Press END . RETRY Tree: <x> 9. Press SAVE . PRINT QUIT Save as tree <x> 10. Press YES . ® OTHR QUIT Press to end this programing session. Changing a Leave Message option Ensure the mailbox is initialized before assigning the mailbox number to a CCR Tree.

  • Page 161: Changing The Destination Type

    Changing or Deleting a CCR Tree 147 Changing the Destination Type Changing the Destination Type applies only to Information Message and Leave Message options. To change a destination, begin from this display. To arrive at this display, repeat steps 1 to 8 in "Adding an Option"...

  • Page 162: Changing A Transfer

    148 Changing or Deleting a CCR Tree Changing a Transfer To change a Transfer begin from this display. To arrive at this display, repeat steps 1 to 8 in "Adding an Option" on page 143. Path: RETRY Path: 1. Enter the Path number you want to change and RETRY press OK .

  • Page 163: Deleting A Tree

    Changing or Deleting a CCR Tree 149 CCR Admin 5. Press ADMIN . CCR tree: 6. Enter the Tree number and press OK . RETRY Tree: <x> 7. Press CHNG . PRINT QUIT Path: 8. Enter the Path number you want to delete and RETRY press OK .
  • Page 164 150 Changing or Deleting a CCR Tree CCR tree: 6. Enter the Tree number you want to delete and RETRY press OK . ° Tree:<x> 7. Press CHNG PRINT QUIT Delete tree <x>? 8. Press YES . ® Press to end this programing session. Set Up and Operation Guide P0886600 Issue 1.0...
  • Page 165 Section V - Norstar Voice Mail Manager P0886600 Issue 1.0 Set Up and Operation Guide...
  • Page 166 Set Up and Operation Guide P0886600 Issue 1.0...

  • Page 167: Using Norstar Voice Mail (Nvm) Manager

    NAM. The procedure for installing the client portion of Norstar Voice Mail Manager is described in this document. The PC with Norstar Voice Mail Manager client installed can be connected to the NAM in several ways: •...

  • Page 168: Installation Overview

    Norstar Voice Mail 4.0 Documentation and Client Software CD-ROM. If you create a floppy disk to install the Norstar Voice Mail Manager client software, ensure you label the diskette Norstar Voice Mail 4.0 Manager 1 of 1. Set Up and Operation Guide P0886600 Issue 1.0...

  • Page 169: Starting The Norstar Voice Mail Manager Client Software

    5. Follow the instructions that appear on the screen 6. After the software has been loaded, remove the floppy disk labeled Norstar Voice Mail 4.0 Manager 1 of 1 from the floppy disk drive of the PC. Norstar Voice Mail Manager software is now ready to use.

  • Page 170: Removing The Norstar Voice Mail Manager Client Software

    The Uninstall program starts removing the items associated with Norstar Voice Mail Manager. This procedure takes several seconds. The Norstar Voice Mail Manager client software is now removed from your PC. Set Up and Operation Guide P0886600 Issue 1.0...

  • Page 171: Troubleshooting

    Section VI - Maintenance and Troubleshooting • Resetting and Initializing programing • Norstar Voice Mail Reports • Norstar Voice Mail Troubleshooting P0886600 Issue 1.0 Set Up and Operation Guide...
  • Page 172 Set Up and Operation Guide P0886600 Issue 1.0...

  • Page 173: Backing Up And Restoring Programing

    Frequent backups ensure that configuration information can be restored if Norstar Voice Mail programing information is lost or the NAM (NAM) is replaced. When you back up Norstar Voice Mail programing, you will copy the following: • System configuration parameters •...

  • Page 174: Backing Up Norstar Voice Mail Programing

    All backed up data is stored in special backup files on the floppy disks. These files are named STBCKUP.001, STBCKUP.002, and so on. The last disk in a backup has a LASTDISK file written on it. This file is used to notify Norstar Voice Mail that the restore process is complete.

  • Page 175: Restoring A Norstar Voice Mail System

    If there is a power failure during the backup, you must start the backup again. Restoring a Norstar Voice Mail system In the event you have to replace the NAM, you can restore your old Norstar Voice Mail programing using the Norstar Voice Mail restore feature.
  • Page 176 Restore Complete 9. Press OK to end the restore session. If a restore fails, Norstar Voice Mail is initialized and left without any programing information. Attempt to perform another restore immediately. Set Up and Operation Guide...

  • Page 177: Resetting And Initializing Programing

    Resetting Norstar Voice Mail erases all the Company Greetings, Greeting Table and mailbox information. Before you reset Norstar Voice Mail, ensure that you have a copy of the current Norstar Voice Mail set up. Refer to your completed Norstar Voice Mail Programing Record.
  • Page 178 System ready and then Exit. After the Exit programing is completed, the display returns to the time and date automatically. You are now ready to initialize Norstar Voice Mail. Refer to "Initializing Norstar Voice Mail" on page 165. Set Up and Operation Guide...

  • Page 179: Initializing Norstar Voice Mail

    When Norstar Voice Mail was first installed, the initialization was completed by the installer. You need to initialize Norstar Voice Mail only if you have reset the module to accommodate a new Norstar Voice Mail mailbox number length. This is usually necessary only if your Norstar system is upgraded or expanded.
  • Page 180 After the initialization programing is completed, the display automatically returns to the time and date. You are now ready to enter your Greeting Table and mailbox information. Refer to your Norstar Voice Mail Programing Record and "Setting up an Automated Attendant" on page 19.

  • Page 181: Norstar Voice Mail Reports

    Overview This chapter describes the Norstar Voice Mail Reports and explains how to connect a printer to the parallel port on the Norstar Applications Module and how to generate and print reports. The following reports are used to view Norstar Voice Mail programing, status and...

  • Page 182: Directory Report (1)

    168 Norstar Voice Mail Reports Directory Report (1) This report shows the mailbox owners listed in the Company Directory, including the mailbox owner’s name, mailbox number, the type of mailbox, DN, whether or not mailbox owners recorded their name in the Company Directory and if they have a greeting recorded for their mailbox.

  • Page 183: System Group List Report (3)

    Norstar Voice Mail Reports 169 • whether the owner has had their mailbox locked for surpassing the number of incorrect password attempts The table below shows a sample Numeric Mailbox Report. Example of a Numeric Mailbox Information Report NUMERIC MAILBOX INFORMATION REPORT...

  • Page 184: Message Usage Report (4)

    170 Norstar Voice Mail Reports Message Usage Report (4) This report shows the total minutes of message storage time available. Example of a Message Usage Report MESSAGE USAGE REPORT Date: 1998/10/11 Minutes Current storage available When this report shows less than 20 minutes of message storage time available, you should send a Broadcast Message telling mailbox owners to delete any unnecessary messages in their mailboxes.
  • Page 185 You can print this report for individual mailboxes or all mailboxes certified with Norstar Voice Mail. When you are printing the Mailbox Activity Report for all the mailboxes, ensure the printer has enough paper. Because of the size of this report, we recommend that you print at night or during a slow time.

  • Page 186: Caller Id (Clid) Report (6)

    Numbers to Substitute Note: The “ ” character shown after a value signifies any digits in the phone remaining to be dialed. Norstar Voice Mail automatically adds the “ ” character after every Input and Output value. Alarm Report (8) This report shows the alarm messages in the Alarm log.

  • Page 187: Custom Call Routing Report (9)

    Norstar Voice Mail Reports 173 Custom Call Routing Report (9) This report shows the Tree number, the Greeting Table(s) the CCR Tree is currently assigned to, the date the Tree was last modified, and the Tree status. The report also shows the Path, type, description, destination, a seven day rolling count of the number of calls received by the Tree and the number of times each path is visited.

  • Page 188: Nvm Call Handling And Port Usage Report (10)

    Allocation: Minimum and maximum number of ports allocated to Norstar Voice Mail, Port Status: Number of ports the customer has paid to use, and Percentage of Time All NVM Ports Busy: * indicates periods in which at least one port is disabled.

  • Page 189: Nvm Call Handling And Port Usage Report Part 2

    Norstar Voice Mail Reports 175 NVM Call Handling and Port Usage Report Part 2 This report provides the number of calls, total duration and average duration expressed in minutes and includes the following categories: • Incoming Calls: Internal, External and Total Incoming •...

  • Page 190: Fax Parameters

    176 Norstar Voice Mail Reports Date: NVM CALL HANDLING AND PORT USAGE REPORT 1998/10/11 Call Handling Tues Fax-On-Demand Delivery No. of calls Total duration Average duration Total Outgoing No. of calls Total duration Average duration All Calls No. of calls...

  • Page 191: Nvm System Configuration Report, Part 2

    Norstar Voice Mail Reports 177 NVM SYSTEM CONFIGURATION REPORT Date:1998/10/11 Voicemail Enabled: Directory Enabled: Match: First name Gen Delivery Mbox: External Init: Outdial Channels: Minimum Ports: Maximum Ports: Installed Voicemail Options Option names NVM System Configuration Report, Part 2 In the Greetings column, the list does not show greetings that are neither recorded nor used in any Greeting Table.

  • Page 192: Nvm System Configuration Report, Part 3

    178 Norstar Voice Mail Reports NVM System Configuration Report, Part 3 The following categories in Part 3 appear only if the applicable options are installed: Fax Parameters, General Networking Parameters, AMIS Networking Parameters, and Digital Networking Parameters. Example of a NVM System Configuration Report, Part 3...

  • Page 193: Nvm System Configuration Report, Part 4

    Norstar Voice Mail Reports 179 NVM System Configuration Report, Part 4 The Site Table appears only if at least one networking option is installed. Local site information is available within the Site Table data structure, and does not appear in this report.

  • Page 194: Connecting A Printer To The Nam

    Connecting a printer to the NAM About the printer Connecting and using a printer to print Norstar Voice Mail reports is optional. The NAM supports any EPSON compatible printer. This type of printer is attached to the NAM’s parallel port. The NAM is equipped with one parallel port that features a female DB-25 connector.

  • Page 195: Printing The Tree Reports

    Norstar Voice Mail Reports 181 5. To print another report, press NEXT until the Mbox Info NEXT correct report number appears on the display. Then press PRINT . ® Press to end this programing session. Report 5 (Mailbox Activity) can provide a report on a specific mailbox or all mailboxes.
  • Page 196 182 Norstar Voice Mail Reports Printing... Note: When the report is finished printing, the display changes to show: ® Tree <x> 8. Press either QUIT or to end the session. CHNG PRINT Set Up and Operation Guide P0886600 Issue 1.0...

  • Page 197: Norstar Voice Mail Troubleshooting

    YES. This means that Norstar Voice Mail is set to answer the line. 2. All the Norstar Voice Mail channels may be busy. Try calling back. Your call will be answered when a channel is available. 3. Verify that greetings 1 to 4 have been recorded. These greetings default to the Greeting Tables and must be recorded for the Automated Attendant to operate.

  • Page 198: The Automated Attendant Transfers Some Callers To The General Delivery Mailbox

    Norstar Voice Mail requires a touch tone phone signal and a minimum voice level. Norstar Voice Mail waits for a caller to respond. If a response is not received, the caller is transfered to the Receptionist or designated Operator. If they are not available, the caller is automatically transfered to the General Delivery Mailbox.

  • Page 199: Set Up And Operation Guide P0886600 Issue

    The date and time are wrong If the date and time are wrong, they must be reset through the ICS. The Norstar Voice Mail date and time is taken from the ICS programing. Refer to the System Administration Guide that came with your ICS.

  • Page 200: Operating Trouble

    You cannot access a line or a line pool Your Norstar ICS may not support the feature you are trying to use. If the calls are not being completed when attempting to reply to a Caller ID message or reach an Off-premise Message Notification number, ensure the Outdial feature that has been assigned is available and is correctly configured.

  • Page 201: A Mailbox Owner Lost The Mailbox Password

    A mailbox cannot be added to Norstar Voice Mail Ensure the mailbox is not already certified with Norstar Voice Mail. Mailbox numbers must be unique. Norstar Voice Mail can store up to 1000 mailboxes. This number includes the Special Mailboxes. Refer to the Norstar Voice Mail Programing Record.

  • Page 202: Incomplete Messages Are Received In A Mailbox Or "Message Delivered" Plays While Recording A Message, Or A Norstar Voice Mail Session Ends Unexpectedly

    Norstar Voice Mail system. Call your advice line for more information. You cannot create a Group List The maximum number of Group Lists that can be created is 99. The Norstar Voice Mail Group List must be enabled during installation. If the Group List feature is not enabled, you cannot create a Group List.

  • Page 203: Interruptions While Building Or Changing The Tree

    Norstar Voice Mail Troubleshooting 189 ® Interruptions while building or changing the Tree If you press by mistake, or there is a power outage, or there is no screen activity, all data is automatically saved to Tree 5. Tree 5 is designated as the Workspace for building or changing a Tree.

  • Page 204: Norstar Voice Mail Error Messages

    Appears when the selected option is not valid for the command display Invalid key shown. Norstar Voice Mail supports line numbers from 1 to 500. Invalid line Appears when an incorrect mailbox number is entered. Also appears when a Invalid mailbox mailbox has not been assigned to the requested DN.
  • Page 205 16. The maximum field length includes the comma. Appears when the Company Directory is empty. Either Norstar Voice Mail No dir available mailboxes have not been initialized by the mailbox owners, or there are no mailboxes certified with Norstar Voice Mail.
  • Page 206 Appears when recording a greeting or message and the minimum volume Speak up level of Norstar Voice Mail is not met. Do not use Handsfree. When recording a greeting or message, speak directly into the receiver of your Norstar telephone.
  • Page 207 Section VII - Appendices • Appendix A: Dialing Translation • Appendix B: Norstar Configuration Tips and Norstar Feature Compatibility • Appendix C: Default Configuration Values P0886600 Issue 1.0 Set Up and Operation Guide...

  • Page 208: Appendix A: Dialing Translation

    For Dialing Translation to occur, the System Coordinator needs to create a Dialing Translation Table that recognizes the digits of an external number and translates them into a number that can be dialed by the Norstar system. The Norstar system also consults the restrictions and schedules tables prior to dialing the number.
  • Page 209 Network DNs which, if matched, are replaced by the corresponding value in the Output column. The “*” character shown after a value signifies any digits in the phone number remaining to be dialed. Norstar Voice Mail automatically adds the “*” character after every Input and Output value.

  • Page 210: Network Access

    The final step is to prefix any digits required to reach the local network · from your Norstar System. For systems that are behind a PBX or PABX, typically in North America a must be prefixed to the phone number. For systems attached to Central Office (CO) lines no digits need to be prefixed.

  • Page 211: Setting The Dialing Translation Parameters

    • Access code (Access cd) The access code is required if Norstar Voice Mail is installed behind a PBX or PABX. In North America, the access code is usually ”. This number is prefixed to all numbers after Translation to access the local telephone network. If Norstar Voice Mail is attached directly to CO lines, the Access Code should be set to none.
  • Page 212 198 Appendix A: Dialing Translation Lg dst ac: x 7. Press NEXT . CHNG Note: The x represents the long distance access code. Area code: none 8. Press CHNG . NEXT Note: Press NEXT if you do not want to set this parameter.

  • Page 213: Building A Dialing Translation Table

    To create a Dialing Translation Table, you must enter an Input value and an Output value for each entry. The Input value is the number that Norstar Voice Mail will look up in the Dialing Translation Table. After the corresponding entry has been matched, the Output value is substituted for the Input value.

  • Page 214: Reviewing Entries In The Dialing Translation Table

    Note: Inval* outval* is an example of a Table entry. The * character shown after a value signifies any digits in the phone number remaining to be dialed. Norstar Voice Mail automatically adds the * character after every Input and Output value.

  • Page 215: Finding An Entry In The Dialing Translation Table

    Note: Inval* outval* is an example of a NEXT OTHR Table entry. The * character shown after a value signifies any digits in the phone number remaining to be dialed. Norstar Voice Mail automatically adds the * character after every Input and Output value. ® Press to end this programing session.

  • Page 216: Changing An Entry In The Dialing Translation Table

    Note: inval* outval* is an example of a Table entry. The * character shown after a value signifies any digits in the phone number remaining to be dialed. Norstar Voice Mail automatically adds the * character after every Input and Output value.

  • Page 217: Deleting A Dialing Translation Table Entry

    Note: inval* outval* is an example of a Table entry. The * character shown after a value signifies any digits in the phone number remaining to be dialed. Norstar Voice Mail automatically adds the * character after every Input and Output value.

  • Page 218: Using A Pc To Create A Dialing Translation Table

    PC. After the ASCII file has been created and saved to a floppy disk, the technician can load it onto the Norstar Voice Mail system. The disk can be kept and used to install the Dialing Translation Table on other Norstar Voice Mail systems in the same calling area.

  • Page 219: Installing A Pc Generated Dialing Translation Table

    Create an Autoexec.bat file. • Load the Dialing Translation Table file (dial.30) and the Autoexec.bat file onto the DOS system disk. • Load the Dialing Translation Table file onto the Norstar Voice Mail system. P0886600 Issue 1.0 Set Up and Operation Guide...

  • Page 220: Creating A Dos System Disk

    In the following steps you are creating an Autoexec.bat file that automatically loads the Dialing Translation Table file into the proper location on the Norstar Voice Mail system. To create the Autoexec.bat file: 1. Open the text editor program you used to create the Dialing Translation Table file.

  • Page 221: Loading The Files Onto The Dos System Disk

    Loading the Dialing Translation Table file onto the Norstar Voice Mail system To load the Dialing Translation Table file onto the Norstar Voice Mail system you must shut down Norstar Voice Mail and then reboot the system using the DOS system disk you created.
  • Page 222 208 Appendix A: Dialing Translation Shutdwn Graceful 6. Press YES . Note: The Norstar Voice Mail system issues a series of tones in descending pitch when the shutdown is complete. Wait for the tones before you unplug the Norstar Applications Module.

  • Page 223: Appendix B: Norstar Configuration Tips And Norstar Feature Compatibility

    Central Office (CO) telephone lines after a specified number of rings. Norstar Voice Mail answers incoming calls when: 1. The installer programs Norstar Voice Mail to be the prime telephone for one or more designated CO lines. The Norstar Delay Ring Transfer (DRT) feature transfers unanswered calls on these lines to the Norstar Voice Mail Automated Attendant after the specified number of rings.

  • Page 224: Ringing Lines And Answer Buttons

    When one or more telephones have a Ringing Answer Button for another telephone, and one of these is CFAC or CFNA to Norstar Voice Mail, all incoming calls will be directed into the Personal Mailbox of the call forwarded telephone.

  • Page 225: Sample Norstar Voice Mail Set Ups

    Appendix B: Norstar Configuration Tips and Norstar Feature Compatibility 211 To call forward to a mailbox: ƒ · ° fi 1. Press 2. This is the Feature Code for determining the Norstar Voice Mail DN. The DN appears on the telephone display. ƒ› 3. Press ∞...
  • Page 226 (non-busy) line in a group of six lines. All six lines appear on the receptionist telephone. Norstar Voice Mail is the Prime Set for each of the six lines. Norstar’s Delayed Ring Transfer (DRT) feature is used to forward unanswered lines to the Automated Attendant.

  • Page 227: Setting Up For A Medium Sized Company

    When Greeting Table 1 was configured, the Primary Language was set as English. The Costume Room The Costume Room has one telephone with a Norstar Voice Mail mailbox. Calls are directed to the Costume Room Attendant by the receptionist or the Automated Attendant.
  • Page 228 Norstar programed with DRT to Prime are forwarded after four rings. In the Norstar Configuration, this is done by setting the Prime Set of the line to the Norstar Voice Mail DN. The DRT to Prime is set to YES, and the DRT Delay is set to four.
  • Page 229 Norstar Voice Mail Transfer Feature (Feature 986). When Norstar Voice Mail is set up in this manner, the Norstar CFNA for the manager’s set is not used. The receptionist answers the manager’s calls and uses Norstar Voice Mail’s Transfer Feature to transfer the caller to the manager’s...

  • Page 230: Feature Compatibility

    Analog Terminal Adapter (ATA) An analog single-line set can be connected to Norstar Voice Mail using an Analog Terminal Adapter. This type of set, working with DTMF tones, allows access to Norstar Voice Mail options through the dialpad only. There is no Message Waiting Notification availability.
  • Page 231 Norstar System Coordinator Guide that came with your system. Camp On The Camp On Feature cannot be used to access Norstar Voice Mail. If a user calls the DN and there is no answer, the user cannot invoke the Camp On Feature.
  • Page 232 2. Setting the Norstar DRT to YES. 3. Setting DRT Delay from one to six rings. 4. Assigning a Greeting Table to each line that is to be DRT to Norstar Voice Mail. 5. Setting the Norstar Voice Mail Answer option to NO for the lines that are to be DRT to Norstar Voice Mail.
  • Page 233 Feature Code 983. When a line programed for the Automated Attendant appears on a set, it will ring when Norstar Voice Mail transfers the call. When a line programed to be answered by the Automated Attendant does not appear on a set, a call is transfered to an intercom line appearing on the intercom button.
  • Page 234 Ringing line preference Ringing lines programed to Norstar DNs are recognized by Norstar Voice Mail. Features such as CFNA and CFAC to Norstar Voice Mail are not recognized by non-ringing lines programed to Norstar DN. Refer to the "Call Forward No Answer (CFNA)"...

  • Page 235: Appendix C: Default Configuration Values

    SPA = Spanish *When the Group List leading digit is 1, the Special Mailboxes default to 20 and 22. The DN length defaults to the Norstar KSU DN length. For more information, refer to the Installation Guide that came with the system.
  • Page 236 Mailbox leading digit 0 - 9 none Digits in mailbox two to seven digits none System Coordinator Mailbox and password combinations Norstar DN Number length Norstar Voice Mail mailbox Default number length 120000 1020000 10020000 100020000 1000020000...
  • Page 237 301 - 399 401 - 499 501 - 599 601 - 699 701 - 799 801 - 899 901 - 999 Default Feature Codes for Norstar Voice Mail Leave Message Feature 980 Open Mailbox Feature 981 Operator Status Feature 982...
  • Page 238 224 Appendix C: Default Configuration Values Class of Service values Prompt language Mailbox message time (in minutes) Message length (in minutes) Message retention period (in days) Greeting length (in minutes) Off-premise Message Notification Retry intervals (in minutes) Number of attempts Outbound Transfer Incorrect pswd attempts Password expiry (in days)

  • Page 239: Configuration Default Menus

    Configuration default menus The Main Menu appearing on the two-line telephone display remains the same even if the optional software applications are not enabled with Norstar Voice Mail. The following are examples of different menus that appear: Norstar Voice Mail Main Menu: Admin 1.
  • Page 240 226 Appendix C: Default Configuration Values Set Up and Operation Guide P0886600 Issue 1.0...

  • Page 241: Glossary

    Spanish. When the Primary Language is English, the Alternate Language is either French or Spanish. Analog Terminal Adapter (ATA) A Norstar product that allows the connection of an analog device, such as a single- line telephone or a facsimile machine, to a Norstar system. Attendant sign ON/OFF A task performed by a company Receptionist or designated Operator that indicates to Norstar Voice Mail when an “Operator”...
  • Page 242 Non-business greeting until turned off. See Custom Call Routing. Channel configuration The number of channels on the Norstar Voice Mail unit that are designated for outdialing. Class of Service A Class of Service defines the values for the special features of a Mailbox. When...
  • Page 243 A two to seven-digit number that is used to reach a designated telephone. Directory Number length The number of digits in a Norstar DN and a Norstar Voice Mail mailbox number. The DN length ranges from two to seven digits.
  • Page 244 Greeting Tables A table for storing recorded Company Greetings, start times assigned to the greetings, and the lines that are to be answered by Norstar Voice Mail. There are four Greeting Tables. Group Lists A collection of mailbox numbers that are assigned a special “Group” number by Norstar Voice Mail.
  • Page 245 Company Directory name, and recording Personal Mailbox Greetings. Initializing Norstar Voice Mail Preparing the Norstar Voice Mail settings that are used in mailbox number length and Language preference. Leave Message The Feature Code used to leave messages in Norstar Voice Mail mailboxes.
  • Page 246 232 Glossary M7310 telephone The Norstar model M7310 telephone that has a two-line display with three display buttons, 10 programmable buttons with indicators, and 12 dual programmable buttons without indicators. M7324 telephone The Norstar model M7324 telephone that has a two-line display with three display buttons, and 24 programmable buttons with indicators.
  • Page 247 The Norstar Voice Mail setting that tells the system whether or not a Receptionist or designated Operator is available. Option A Norstar Voice Mail choice that is given to a user through voice or display prompts. Outdial route Outdial route determines which line or line pool the system uses when a mailbox owner replies to a message left by an external caller.
  • Page 248 Buttons on the Norstar one-line and two-line display telephones that can store Feature Codes and numbers. Registering Mailboxes Registering a mailbox adds a mailbox number onto the Norstar Voice Mail system using the Configuration Feature Code. Reports The Reports used to view Norstar Voice Mail programing, the amount of available message storage time, and CCR programing and administration.
  • Page 249 Norstar telephone. Voice Prompts The prerecorded voice instructions that are played when accessing the different Norstar Voice Mail Features and Options. Voice Prompts also guide a caller along the call Path of a CCR Tree. P0886600 Issue 1.0 Set Up and Operation Guide...
  • Page 250 236 Glossary Workspace The Workspace is a temporary space on the system that allows the System Coordinator to assemble or make changes to a CCR Tree. Set Up and Operation Guide P0886600 Issue 1.0...

  • Page 251: Index

    53 Call Screening feature summary 54 mailbox 58 Target Attendant 53 Caller ID (CLID) 71 Company Directory 51 Caller ID (CLID) Reports 172 changing recording 101 Camp On configuring the search 94 Set Up and Operation Guide Norstar Voice Mail...
  • Page 252 207 DOS system disk DB-25 connector 180 Dialing Translation Table 206 Default extension Operator DN 39 Enabling Delayed Ring Transfer (DRT) CCR Tree 135 NVM Feature Compatibility 218 External Initialization 93 Norstar Voice Mail Set Up and Operation Guide...
  • Page 253 Alternate Language 22 Interrupting a Voice Prompt 14 Greetings Afternoon 28 assigning to a Greeting Table 25 Language Evening 28 changing availability 30 Mailboxes 66 choosing 27 Morning 28 Language choice troubleshooting 184 Set Up and Operation Guide Norstar Voice Mail...
  • Page 254 87 Overrides 55 Night Service include in Company Directory 55 NVM Feature Compatibility 219 Message Waiting Notification 55 Norstar Applications Module (NAM) 180 outdial route 55 Norstar Configuration password 85 tips 209 password expiry 53 Norstar dialpad...
  • Page 255 211 Outbound Transfer 53 troubleshooting 183 channels for outdialing 95 user eligibility 11 Outdial route 51 Norstar Voice Mail Error Messages 190 choosing 75 Norstar Voice Mail Reports mailbox 58 overview 167 mailbox override 88 Numeric Subscriber Report 168...
  • Page 256 CCR Tree Reports 181 System Group List 167 Points, CCR adding a Menu 128 Resetting adding an Information Message 129 Norstar Voice Mail 163 Information Message 145 Ringing Answer Button 210 Leave Message 146 Ringing line Leave Message Point 130...
  • Page 257 Group List 188 log prompt 184 mailbox not accepting messages 186 message lost in a mailbox 186 messages 188 Norstar DN 185 Norstar Voice Mail 183 operating trouble 183 password lost 187 Path Number 188 Reply Feature 185 system trouble 183...
  • Page 258 244 Index Norstar Voice Mail Set Up and Operation Guide...

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