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Oak Telecom VoxBox User Manual

Voice mail and auto attendant system
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VoxBox & VoxBox Lite
User Guide
For Version 7.0 VoxBox's
© Oak Telecom Ltd. 2005
Release 1.00

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Summary of Contents for Oak Telecom VoxBox

  • Page 1 VoxBox & VoxBox Lite User Guide For Version 7.0 VoxBox’s © Oak Telecom Ltd. 2005 Release 1.00...

  • Page 3: Table Of Contents

    3.1. General ....................3-1 3.2. Unpacking ....................3-1 3.3. Installing the Unit ................... 3-1 3.3.1. Expanding the System to 4 Ports (VoxBox only) ....... 3-3 DTMF Programming..................4-1 4.1 General ....................4-1 4.2 Entering and Exiting the Programming Mode......... 4-1 4.3 First Time Programming.................
  • Page 4 Table of Contents 4.4.6 Programming Script Messages ..........4-17 4.4.7 Directory Listing Programming ..........4-23 4.4.8 Resetting Script Message Programming to Default ....4-23 4.4.9 Supervised, Semi-Supervised and Non-Supervised Transfers 4-24 4.5 Additional Features ................4-26 4.5.1 Changing Passwords............... 4-26 4.5.2 Activate Flash Memory Force Reorganize.......
  • Page 5 Table of Contents 6.2.10. Exit .................... 6-5 6.3. Communication Menu ................6-6 6.3.1. Read Parameters ..............6-6 6.3.2. Send Parameters............... 6-7 6.3.3. Read Recording ................ 6-8 6.3.4. Send Recording................. 6-9 6.3.5. Backup ..................6-11 6.3.6. Restore..................6-11 6.3.7. System Init................6-12 6.3.8.
  • Page 6 Table of Contents 7.4.2. Record Name ................7-3 7.4.3. Directory Listing................. 7-4 7.4.4. Change Password ..............7-4 7.4.5. Do Not Disturb (DND)..............7-4 7.4.6. External Notification..............7-5 7.4.7. Pager Notification ..............7-6 7.4.8. Return to Previous Menu............7-6 7.5. Send Message ..................7-6 7.6.
  • Page 7 Appendix 3 – Frequently asked questions ..........3-1 Appendix 4 – Testing..................4-1 Appendix 5 – Initialisation................5-1 Appendix 6 – VoxBox returns ..............6-1 Appendix 7 – Contacting us................. 7-1 Voice Mail and Auto Attendant System Installation and Programming Manual...
  • Page 8 Table of Contents List of Figures Figure 2-1: General View ..................2-1 Figure 2-2: VoxBox Unit Upgrading ................ 2-8 Figure 2-3: Unit With Cover Removed ..............2-9 Figure 2-4: Unit Side Panel ..................2-9 Figure 2-5: Unit Side Panel ................... 2-10 Figure 3-1: Analog Line Connections..............
  • Page 9 Table of Contents Figure 6-20: Restore Window ................6-11 Figure 6-21: System Init Window ................6-12 Figure 6-22: Change Password Window............... 6-12 Figure 6-23: COM Port Selection Window ............6-13 Figure 6-24: COM Port Selection Window ............6-13 Figure 6-25: PBX Parameters Window – Extensions Tab........6-14 Figure 6-26: PBX Parameters Window –...
  • Page 10 Table of Contents Figure 6-54: Help Menu ..................6-41 Figure 6-55: Help Topics Window ................. 6-41 Figure 7-1: Quick Reference Guide ................ 7-7 Voice Mail and Auto Attendant System Installation and Programming Manual viii...
  • Page 11 Table of Contents List of Tables Table 4-1: PBX Parameter Commands..............4-3 Table 4-2: Time and Date Commands ..............4-8 Table 4-3: Operational Modes Commands ............. 4-9 Table 4-4: Mailbox Creation Commands............... 4-12 Table 4-5: Mailbox Creation Commands............... 4-13 Table 4-6: Program Notification for Mailboxes Commands........4-15 Table 4-7: Recording Script Messages Commands..........

  • Page 13: Introduction

    Attendant and Voice Mail System. The information in this manual is valid for the following devices: Voice Mail 128 mail boxes (VoxBox) Voice Mail 32 mail boxes (VoxBox Lite). Note that the only differences between these units are: Feature VoxBox...
  • Page 14 Appendix 1 – Pre-installation Appendix 2 – Installation Appendix 3 – FAQ Appendix 4 – Testing Appendix 5 – Initialisation Appendix 6 – VoxBox returns Appendix 7 – Contacting us Voice Mail and Auto Attendant System Installation and Programming Manual...

  • Page 15: General Description

    SMT production. Figure 2-1: General View The VoxBox is available with 2 or 4 ports and up to 128 mailboxes. It provides up to 10 hours of recording time. The VoxBox Lite is available with 2 ports and up to 32 mailboxes. It provides up to 5 hours of recording time.

  • Page 16: System Features

    10 hours of recording time. The system administrator can upgrade the unit by adding a 2-port expansion card to the motherboard to provide 4-ports. The VoxBox Lite is available with 2-ports and 5 hours of recording time only. • Programming The system administrator can program the unit by: −...

  • Page 17: Automated Attendant Features

    General Description • Message Notification The unit automatically notifies the mailbox owner of new messages in different ways according to the system configuration. Notification may be local (to a PBX extension) or remote (to a telephone at a remote location, a cellular telephone or a pager).
  • Page 18 General Description − Night Mode During non-working hours, the unit answers calls with a pre-recorded nighttime greeting that enables the caller to leave a message in a requested mailbox. − Holiday Mode During holidays, the unit answers calls with a special greeting that enables the caller to leave a message in a specific mailbox or in the operator’s mailbox.
  • Page 19 General Description • Call Transfer The system administrator can program the unit to detect the Call Progress tone and DTMF signals sent by the PBX and transfer the calls to extensions in one of the following modes: − Non-Supervised The unit transfers the call immediately without verifying the status of an extension.

  • Page 20: Voice Mail Features

    Up to 47 messages (new and saved) can be stored in the mailbox. • Real/Virtual Mailboxes The unit supports up to 128 real and virtual mailboxes (32 for VoxBox Lite). A real mailbox has a telephone extension, whereas a virtual mailbox does not. • Personalized Mailboxes...

  • Page 21: The Basic System Description

    • Sophisticated DSP voice-processing device • Flash memory for storing voice recording and parameter data • Central Processing Unit • 2- or 4-ports (VoxBox Lite 2 ports only) analog extensions line interface • Real-time clock The unit provides two major services: •...

  • Page 22: Figure 2-2: Voxbox Unit Upgrading

    The VoxBox comes with two lines and 10 hours recording time. You can upgrade the unit by adding a 2-port expansion card to the motherboard to provide four lines. The VoxBox Lite comes with two lines and 5 hours recording time. This unit is not scalable. Figure 2-2: VoxBox Unit Upgrading...

  • Page 23: Physical Description

    Connects the unit to the PBX or a PC 2 RJ-11 Sockets Connects the unit to 2 or 4 PBX extensions (VoxBox), Connects the unit to 2 PBX extensions (VoxBox Lite) Voice Mail and Auto Attendant System Installation and Programming Manual...

  • Page 24: Front Panel

    General Description 2.3.2. Front Panel Figure 2-5: Unit Side Panel The following table describes the function of the four LEDS on the front panel. Status Night Holiday Auto Day Mode: Manual Night Mode: Manual Holiday Mode: Manual Break Mode: Manual Day Mode: Auto Night Mode: Auto Break Mode: Auto...

  • Page 25: Technical Specifications

    General Description 2.4. Technical Specifications The technical specifications of the unit are as follows: DC Power Supply 9VDC/800mA Line Voltage 24 to 72VDC DC Leakage Current > 10µA On-hook Insulation Resistance 0 to 100VDC > 5MΩ between Line Terminal and 100 to 200VDC >...

  • Page 27: Installation

    Main Distribution Frame (MDF) of the PBX (see Figure 3-1). NOTE Each RJ-11 socket on the side panel of the unit can support up to two analog telephone lines (VoxBox only). Voice Mail and Auto Attendant System Installation and Programming Manual...

  • Page 28: Figure 3-1: Analog Line Connections

    Installation Figure 3-1: Analog Line Connections 4. On the side panel of the unit, plug the 9 VDC adapter jack into the power supply connector. 5. Plug the 9 VDC adapter into the main power supply outlet to turn the unit on.

  • Page 29: Expanding The System To 4 Ports (Voxbox Only)

    Installation Figure 3-2: Analog Line Connections 3.3.1. Expanding the System to 4 Ports (VoxBox Only) The 2-port expansion kit contains: • 2-port expansion card • 4-wire cable • 2 plastic spacers. To install the expansion card: Disconnect all external cables and connectors.

  • Page 31: Dtmf Programming

    DTMF Programming Chapter 4: DTMF Programming General You can program the unit using: A telephone – by means of DTMF tones A computer – by means of the designated Voice Mail Maintenance software (see Chapters 5 and 6). NOTE You will hear a confirmation tone every time you enter a programming command. Entering and Exiting the Programming Mode NOTE The unit is unable to handle calls when in the programming mode.

  • Page 32: Defining Pbx Parameters

    DTMF Programming 4. Set the unit’s real-time clock according to Paragraph 0. 5. Set the system schedule according to Paragraph 4.3.3. 6. Create mailboxes according to Paragraph 4.4.1. 7. Define a notification type for each mailbox according to Paragraph 4.4.3. 8.

  • Page 33: Table 4-1: Pbx Parameter Commands

    DTMF Programming Table 4-1: PBX Parameter Commands Operation Command Default Extension size *300 + X where X is a digit 1-4 You can only change this parameter if mailboxes and/or legal extensions have not yet been defined. Cut off time for *301 + X 6 seconds continuous call...
  • Page 34 DTMF Programming Operation Command Default Disconnection Code *333 + CODE The unit terminates a call when it receives the disconnection code. The code can include up to four digits. Legal values for this code can be any combination of 0-9, *, #, and A-D. Clear Disconnection * 333 + # Code...
  • Page 35 DTMF Programming Operation Command Default Flash-1 *370 + XXX 600 ms where XXX is a 3-digit number (000-980) in steps of 20 ms. Example: *370 300 sets Flash-1 to 300 ms Flash-2 Flash-2 is fixed at 1200 ms. 1200 ms Flash-2 is used in some PBX’s for Recall from No-Answer or Busy Codes.
  • Page 36 DTMF Programming Operation Command Default Voice and DTMF *376 + X + Y Sensitivity X = 1; Voice sensitivity level X = 2; DTMF sensitivity level Y = Sensitivity level (0-9) The volume at which the unit detects voice when the called extension answers or the volume level at which the unit detects DTMF throughout its operation.
  • Page 37 DTMF Programming CODE DTMF Character Number to Dial Digits 0-9 Extension Pause *1, indicates a 1 second pause Hook Flash 1 Hook Flash 2 Voice Mail and Auto Attendant System Installation and Programming Manual...

  • Page 38: Setting The Time And Date

    DTMF Programming 4.3.2 Setting the Time and Date Table 4-2 presents the commands used to set the unit time and date. NOTE Make sure to enter programming mode by dialing *900 and the administrator’s password before using the programming commands. Table 4-2: Time and Date Commands Operation Command...

  • Page 39: Table 4-3: Operational Modes Commands

    DTMF Programming Table 4-3: Operational Modes Commands Operation Command Selecting an Operational Mode *400 + X where X stands for the operational mode. Day mode = 0 (default mode) Night mode = 1 Holiday mode = 2 Auto mode = 3 Break mode = 4 Selecting time stamp format *410 + X...
  • Page 40 DTMF Programming Operation Command Entering annual holiday dates *470 + DD + MM + hh:mm + hh:mm (For Auto mode only) where: DD = Day of the month (01-31) MM = month (01-12) hh:mm = Start time; Hour and minutes in 24 hour format hh:mm = End time;...

  • Page 41: Programming The Unit

    4.4.1 Creating Mailboxes You can define up to 128 (for VoxBox) or 32 (for VoxBox Lite) mailboxes. The numbers of the mailbox and its extension are identical. Make sure that the number of digits in the mailbox number conforms to the number of digits in an extension (*300).

  • Page 42: Creating Mailbox Groups

    DTMF Programming Table 4-4: Mailbox Creation Commands Operation Command Creating a range of mailboxes *500 + First Mailbox + Last Mailbox + # Creating one mailbox *501 + Mailbox Number + # Selecting an announcer mailbox *502 + XXXX + Y + # where: XXXX = existing mailbox number Y = 0;...

  • Page 43: Notification

    DTMF Programming NOTE Do not forget to enter programming mode by dialing *900 and the administrator’s password before using the programming commands. Table 4-5: Mailbox Creation Commands OPERATION COMMAND Adding a mailbox to a group *540 + Group Number + Mailbox Number + # Note: You must define the mailbox before adding it to a group.
  • Page 44 DTMF Programming The system administrator can set the notification method to one of two states (code *760): Notification on first new message Notification on every new message Sign Rings. The unit rings the notified extension number. These Sign Rings may be sent at programmed intervals (code *720). The unit stops sending Sign Rings after the mailbox owner retrieves all his new messages or the maximum number of retries has been made (code *750).

  • Page 45: Table 4-6: Program Notification For Mailboxes Commands

    DTMF Programming 4.4.3.3 Setting Notification for Mailboxes NOTE Do not forget to enter programming mode by dialing *900 and the administrator’s password before using the programming commands. Virtual mailboxes do not have extensions and may not be configured for internal notification.

  • Page 46: Programming The Automated Attendant Script Menu

    DTMF Programming OPERATION COMMAND Number of Ring Notification *750 + XX retries where XX refers to the number of ring notification attempts. Default is 05. Activate the LED notification *760 + X where X = 0; for 1 new message (Default) X = 1;...

  • Page 47: Programming Script Messages

    DTMF Programming NOTE XX is script message 00-26, 31-36 and 41-46. 4.4.6 Programming Script Messages You can program each script message separately. The programming command format for script messages is: * + Command Code + XX + B + YY + # Where: Command Code defines the action that should be taken when B is pressed during playback of script message XX.
  • Page 48 DTMF Programming Technicians and System Administrators should program the script messages according to the application. 4.4.6.1 End Of Message Timeout Sets the EOM timeout period for each script individually. Command: *105 + XX + Y + # Where: XX = Script number Y = Timeout in seconds Example: *105 05 6 #...
  • Page 49 DTMF Programming 4.4.6.5 Transfer to a Script Message and Change the Language Changes the system language and plays another script message. The unit supports up to three system languages simultaneously (factory loaded). Command: *117 + XX + B + YY + Z + # XX = The current script message B = The digit dialed by the caller during playback of script message XX...
  • Page 50 DTMF Programming 4.4.6.8 Dialing a Programmed DTMF String from the Auto- Attendant Script Dialing a programmed DTMF string from the Auto-Attendant script. Command: *121 + XX + B +YY+ # Y = The DTMF string number (00-19) See also command *381 4.4.6.9 Transferring the Call to the Operator at the End of the Script Message Transferring the call to the operator at the end of the script message: The unit...
  • Page 51 DTMF Programming 4.4.6.12 Leaving a Message in a Mailbox Initiates the procedure for leaving a message in a mailbox. Command: *150 + XX + B + # Example: *150 00 8 # The unit asks for a mailbox number when “8” is dialed during playback of script message 00.

  • Page 52: Placing A Call On Hold

    DTMF Programming 4.4.6.15 Transferring a Call Directly to a Mailbox Transfers the call directly to a mailbox number. This feature is similar to directly dialing an extension, except the call is transferred directly to a mailbox. You can enter up to four different digits. Command: *175 + XX + first digit(s) + # Example 1:...

  • Page 53: Directory Listing Programming

    DTMF Programming 4.4.7 Directory Listing Programming The directory-listing feature (Dial By Name) allows calls to be transferred to proper extensions based on recorded names and codes of mailbox owners. The Directory Listing parameters are set through the commands explained in the following paragraphs.

  • Page 54: Supervised, Semi-Supervised And Non-Supervised Transfers

    DTMF Programming Default values: 0-9. If a caller dials a digit that has not been programmed (or set to default) during playback of a script message, the unit plays “This entry is not supported” and repeats the script message. If the caller dials the Operator ID code, the call is forwarded to the operator extension regardless of script message programming.

  • Page 55: Table 4-9: Transfer Modes Programming Commands

    DTMF Programming Operation Command Delete all DTMF condition *221 + # codes Delete the DTMF code for a *221 + X + # specific condition X = 1; Answer condition X = 2; Busy condition X = 3; Do Not Disturb condition If you select Call Progress tone supervision, the unit detects a busy tone based on the cadence parameters set using code *371.

  • Page 56: Do Not Disturb

    DTMF Programming 4.4.9.3 Changing the Busy and No Answer Menus System messages 96, 97, 103, and 104 are default messages. The System Administrator can replace the system messages with script messages as follows: System message 96 (Busy and the extension has a mailbox) is replaced by script message 21 in the first language, script message 31 in the second language and 41 in the third language.

  • Page 57: Activate Flash Memory Force Reorganize

    DTMF Programming 4.5.1.2 Changing the Operator’s Password The System Administrator can change the operator’s password by dialing code *900 to enter the programming mode, dialing the System Administrator’s password and then dialing: *601 + * + Old Password + New Password + # Operator’s password must be 4 digits long.

  • Page 58: Changing The Operational Mode

    DTMF Programming 4.5.4 Changing the Operational Mode The operator can change the operational mode by calling the unit and, during the opening greeting, dialing: *8 + XXXX + Y XXXX refers to the operator’s password. This password can be disabled. Y = 0;...

  • Page 59: System Message Setting

    DTMF Programming 4.5.7 System Message Setting To determine if some of the system messages are played, dial *900 and the administrator password to enter the programming mode, then dial: *699 + X + Y Where: X = system message affected: X = 1 system message 004 X = 2 system message 102 X = 3 system message 095...
  • Page 60 DTMF Programming To set message length dial *900 and the administrator password to enter the programming mode, then dial: *790 + X X = 1-9 minutes. This parameter is set to two minutes by default. Voice Mail and Auto Attendant System Installation and Programming Manual 4-30...

  • Page 61: Switching To Computer Programming

    Switching to Computer Programming Chapter 5: Switching to Computer Programming 5.1. General This section describes the purpose and main features of the Voice Mail Maintenance Software (VMS) and details the installation process. The VMS enables you to: • Define PBX parameters •...

  • Page 62: System Requirements

    Switching to Computer Programming Figure 5-1: RS-232 Cable Connection 5.3. System Requirements Before installing the VMS, check that your computer meets the following minimum requirements: • PC Pentium II or higher • Set the unit clock and calendar • Create and maintain mailboxes •...

  • Page 63: Starting Vms

    Switching to Computer Programming 5.5. Starting VMS To start the VMS click on the VMS icon. The application will offer to select relevant Com port for read configuration data from the device. Figure 5-2: COM Port Selection Window Select a COM port and press OK. NOTE To continue to work in Off line mode press Cancel.

  • Page 64: Communication Setup

    Switching to Computer Programming Figure 5-4: Main Screen NOTE To continue to work in Off line mode press Cancel. 5.5.1. Communication Setup The communication between the PC and unit needs to be checked initially. By default, COM Port 1 is used to send data to and receive data from the unit. To change this setting: 1.

  • Page 65: Vms Programming

    VMS Programming Chapter 6: VMS Programming 6.1. General This chapter describes all menu item. In some cases, the DTMF commands are added as an extra reference and examples are clarified. 6.2. File Menu Via the File menu you can execute the functions Open, Save, Save As, Open Default, Print Settings Menu, Print, Print Preview, Print Setup, Options and Exit.

  • Page 66: Save

    The Save As function from the File menu saves the current open file with the specified name in the specified directory. You can save files with the following extensions: *.VUP corresponding to VoxBox *.VUJ corresponding to VoxBox Lite Voice Mail and Auto Attendant System Installation and Programming Manual...

  • Page 67: Open Default

    VMS Programming Figure 6-4: Save As Window 6.2.4. Open Default The Open Default function in the File menu opens the default device’s file. You must first specify the target device. Voice Mail and Auto Attendant System Installation and Programming Manual...

  • Page 68: Print Settings Menu

    VMS Programming 6.2.5. Print Settings Menu The Print Settings menu function in the File menu (Figure 6-5) opens a submenu in which you can define the parameters for printing. Figure 6-5: Print Settings Menu 6.2.6. Print The Print function in the File menu opens the default Windows Print window. Figure 6-6: Print Window 6.2.7.

  • Page 69: Print Setup

    VMS Programming Figure 6-7: Print Preview Window 6.2.8. Print Setup The Print Setup function in the File menu (Figure 6-8) opens a default Windows Print Setup window. Figure 6-8: Print Setup Window 6.2.9. Options The Options function in the File menu consists of two screens: The Toolbar Configuration screen and the File Location screen.

  • Page 70: 6.2.10. Exit

    VMS Programming Figure 6-9: Options Window – Toolbar Configuration Tab 6.2.9.2. File Location In the File Location screen (Figure 6-10) you can define the save and load location of the files. By default, the location is the same as where the VMS.EXE program is stored.

  • Page 71: Communication Menu

    VMS Programming 6.3. Communication Menu Via the Communications menu you can execute the functions Read Parameters, Send Parameters, Read Recording, Send Recording, Backup, Restore, System Init, Password and ComPort. Figure 6-11: Communication Menu 6.3.1. Read Parameters The Read Parameters function in the Communications menu reads the information from the Voice Mail to PC.

  • Page 72: Send Parameters

    VMS Programming 6.3.2. Send Parameters The Send Parameters function in the Communications menu sends the edited information from the PC into the unit (Figure 6-13). After clicking OK, a screen asking for the administrator password appears. Figure 6-13: Send Parameters Window Figure 6-14: Password Window NOTE Before editing and sending parameters in the VMS, FIRST perform a read action,...

  • Page 73: Read Recording

    VMS Programming 6.3.3. Read Recording The Read Recording function in the Communications menu reads the script recordings from the unit to the VMS. You can edit this information or send it to another unit. Figure 6-15: Read Recording Window NOTE The script recordings in the unit are not .WAV files, but special DSP formatted files.

  • Page 74: Send Recording

    VMS Programming Figure 6-16: List of Scripts to be Read Window 6.3.4. Send Recording Figure 6-17: Send Recording Window The Send Recording function in the Communications menu sends the script recordings from the VMS into the unit. Voice Mail and Auto Attendant System Installation and Programming Manual 6-10...

  • Page 75: Figure 6-18: List Of Scripts To Be Sent Window

    VMS Programming 6.3.4.1. List of Script Recordings to be Sent The List of Script Recordings button shows a screen in which scripts can be selected. After selecting Script Recording numbers from the list and pressing the Add button, you need to select the files from the location where they were stored (They will have the extension of the Script Recording number e.g.

  • Page 76: Backup

    VMS Programming 6.3.5. Backup The Backup function in the Communications menu enables a full backup of the unit, containing all scripts, messages, personal greetings and parameters. The information is collected in a WAX file. Figure 6-19: Backup Window 6.3.6. Restore The Restore function in the Communications menu enables a full restore of the unit.

  • Page 77: System Init

    VMS Programming 6.3.7. System Init The System Init function in the Communications menu is used to reset or update the unit and to clear the flash memory. The VOX file contains all system messages and language combinations. After a System Init, the unit will return to the manufacturers defaults.

  • Page 78: Comport

    VMS Programming 6.3.9. ComPort The ComPort function in the Communications menu enables you to change the communication port number, used to enable the communication between the PC and the unit. Figure 6-23: COM Port Selection Window 6.4. Parameters Menu Via the Parameters menu you can execute and configure the functions PBX Parameters, System Parameters and In-Band DTMF Protocol.
  • Page 79 VMS Programming 6.4.1.1. Extensions Figure 6-25: PBX Parameters Window – Extensions Tab Extension’s Size – The PBX extension size needs to be defined. This refers to the numbering plan of the PBX, for example: if the extensions in the PBX are from 200 to 299, then the extension size is 3 digits.

  • Page 80: Call Transfer

    VMS Programming NOTE Make sure that the day and night operator extensions are configured. Night Operator Extension – The extension number defined here is the number that will be used when the operator ID is accessed while the Voice Mail is in Night, Break or Holiday Mode.
  • Page 81 VMS Programming Transfer Code - This code is used to transfer a call from an analog extension to another. & = Represents a Hook Flash X = Represents an Extension number DTMF = O- 9, A-D P = Pause 1sec Command: *380 Recall from Busy Code –...
  • Page 82 VMS Programming Transfer Mode – By selecting a radio-button you can define the operation mode for the Voice Mail’s Auto Attendant. Non-Supervised is when the Voice Mail transfers the call without checking the status of the target extension, Semi-Supervised is when the Voice Mail only recognizes the busy signal from the PBX and Supervised is when the Voice Mail check for busy signal from the PBX and no-answer time out.
  • Page 83 VMS Programming 6.4.1.4. CP Tone & Disconnect Figure 6-28: PBX Parameters Window – CP Tone & Disconnect Tab Busy Tone – The “Busy on-time” and the “Busy off-time” determine the busy tone cadence. Busy tone is used for: a.) Detecting a busy extension when transferring a call in semi or supervised transfer mode and b.) Disconnecting the line when detecting a disconnect situation.

  • Page 84: System Parameters

    VMS Programming 6.4.2. System Parameters Figure 6-29: System Parameters Window The System Parameters function in the Parameters menu defines a number of essential system related parameters. Max. Recording Time – In this box the maximum recording time for the user messages, script messages, mailbox greetings and names are determined.

  • Page 85: In-Band Dtmf Protocol

    VMS Programming Directory Listing – This is the “Dial By Name” feature for the caller in order to locate a mailbox owner from the Auto Attendant using first names or last names can do this. Command: *011 6.4.3. In-Band DTMF Protocol Figure 6-30: In-Band DTMF Protocol Window The In-Band DTMF Protocol function in the Parameters menu provides four screens in which the PBX integration codes are defined.

  • Page 86: Auto-Attendant Menu

    VMS Programming NOTE If a DTMF is not heard within the allocated time, the opening greeting will be heard. 6.5. Auto-Attendant Menu Figure 6-31: Auto-Attendant Menu Via the Auto-Attendant menu, you can configure the Script Menus and Scheduling table. 6.5.1. Script Menu The Script Menu function in the Auto-Attendant menu consists of a number of screens, which will be shown separately.
  • Page 87 VMS Programming Script Number – In the box you define the Script number, which has to be edited. EOM = End of Message – this is operation what will be done at the end of the message. EOM Time Out – this is the amount of time before EOM operation will be done. Type of Operation –...
  • Page 88 VMS Programming Transfer to a Mailbox – This is the option for the caller to dial the required mailbox by pressing the digit and the call will then be directly transferred to the mailbox and the personal greeting played. Command: *130 Direct Call to an Extension –...
  • Page 89 VMS Programming 6.5.1.2. Dial-a-String Figure 6-33: Script Menu Window – Dial a String Tab In this screen you have to make definitions for the 20 DTMF strings to dial. A string can be up to 20 digit including A-D, 0-9, *, #, p for pause and & for Hook Flash.
  • Page 90 Figure 6-34: Script Menu Window – Script Opening Tab In this screen the script opening parameters are defined. Line 1 and Line 2 are relevant for VoxBox Lite. Number of Rings before Answer – The number of rings are defined before a call is answered on the respected line.
  • Page 91 VMS Programming 6.5.1.4. Script Recording Figure 6-35: Script Menu Window – Script Recording Tab In this screen you can define the Script Recordings (loaded and deleted). 6.5.1.5. Script Status Figure 6-36: Script Menu Window – Script Status Tab Voice Mail and Auto Attendant System Installation and Programming Manual 6-27...

  • Page 92: Time, Date And Weekly Schedules

    VMS Programming In this screen displays a list of all the scripts with their programming and recording status. For each script you can name the file for future reference. The icon of the script will change if the script is recorded. A number of scripts have been pre-defined.
  • Page 93 VMS Programming 6.5.2.1. Schedules Figure 6-38: Time & Date Window The schedules button on the time and date screen is available in the Auto Operation mode only. NOTE Automatic Mode – When the Voice Mail is programmed in Automatic mode, the weekly and holiday schedules must be programmed.
  • Page 94 VMS Programming Weekly Schedule Figure 6-39: Auto Window – Weekly Schedule Tab Voice Mail and Auto Attendant System Installation and Programming Manual 6-30...
  • Page 95 VMS Programming Figure 6-40: Auto Window – Auto Breaks Tab Weekly Schedule – In above example the Weekly Schedule has been programmed as: on Monday from 8:00 to 14:00 the Voice Mail will play script message 00 (default day) and then from 14:00 to 15:00 script no 15 (default break), from 15:00 to 18:00 script 00, which is the day script again and then from 18:00 to 08:00 script 10 (default night).
  • Page 96 VMS Programming Holiday Schedules Figure 6-41: Auto Window – Holiday Schedules Tab Holiday’s Schedule – This list (up to 50) shows the dates that are defined as holidays. If the holiday lasts more than 1 day, each of the holiday days must be inserted separately.

  • Page 97: Voice Mail Menu

    VMS Programming 6.6. Voice Mail Menu Figure 6-42: Voice Mail Menu Via the Voice Mail menu you can configure the List of Mailboxes, Notification Parameters and Groups of Mailboxes. 6.6.1. List of Mailboxes The List of Mailboxes function in the Voice Mail menu consists of two screens, in which you can define the individual and general mailbox parameters.
  • Page 98 VMS Programming Pressing the Add button (Command: *501) Figure 6-44: New Mailbox Window – Mailbox Parameters Tab Mailbox – Enter the mailbox number that you want to open. User Password – 1234 is the default. When the password has been changed to a “secret Password”...
  • Page 99 VMS Programming NOTE After transferring a call in non-supervised mode using in band DTMF integration, the Busy, No Answer and Do not Disturb menu is played with the language defined here. Do Not Disturb – When this is enabled, the Voice Mail will not transfer any calls from the Auto-Attendant to this extension.
  • Page 100 VMS Programming 6.6.1.2. Parameters Figure 6-45: List of Mailboxes Window – Parameters Tab Key to Retrieve Messages during Mailbox Greeting – This is the key that will be pressed during a personal greeting to enter to the mailbox menu for retrieve messages, i.e.

  • Page 101: Notification Parameters

    VMS Programming 6.6.2. Notification Parameters Figure 6-46: Notification Parameters Window The Notification Parameters function in the Voice Mail menu contains a number of editable notification parameter. Message Light 1-Code, Message Light 2-Code and Message Light Off-Code – The Voice Mail will dial the above codes always from port 2 and the legal entries are: X = extension P = pause...

  • Page 102: Groups Of Mailboxes

    VMS Programming PBX External Line Access Code – This is the key pressed by the Voice Mail to get an external line for external notification. External access code can be 1-4 digits. Message Light Activation – Defines if lights up for every message or only after the first new message.

  • Page 103: Line Monitor Menu

    VMS Programming First Digit of Groups – This parameter defines the digit that the mailbox groups start with. If a mailbox and a group of mailboxes have been defined with the same number, the messages will be sent to a mailbox and not to the group. 6.7.

  • Page 104: Statistics Menu

    VMS Programming 6.8. Statistics Menu Figure 6-50: Statistics Menu The Statistics menu provides the general statistics related to the unit and a List of Messages and Statistics per mailbox. 6.8.1. General NOTE Each group can contain up to 20 mailboxes (excluding the group for all mailboxes). To receive the most accurate information, perform Communication Read Parameters before opening the General Statistics.

  • Page 105: Wizard Menu

    VMS Programming • Total number of messages. 6.9. Wizard Menu Figure 6-52: Wizard Menu Selecting Wizard Start will activate the Wizard, which will to guide you step- by-step through the integration process. Figure 6-53: Wizard Window Voice Mail and Auto Attendant System Installation and Programming Manual 6-41...

  • Page 106: 6.10. Help Menu

    VMS Programming 6.10. Help Menu Figure 6-54: Help Menu The Help Topics function in the Help menu will provide you a list of topics for which help is available. Figure 6-55: Help Topics Window Voice Mail and Auto Attendant System Installation and Programming Manual 6-42...

  • Page 107: User Operation Instructions

    User Operation Instructions Chapter 7: User Operation Instructions 7.1. General The following paragraphs describe the user operational menus. 7.2. User’s Main Menu Users can enter their mailbox menus for retrieving messages and set up their mailboxes in three ways: • Through the auto attendant using access digits for the retrieve message process (*160) •...

  • Page 108: Retrieve Message Menu

    User Operation Instructions 7.3. Retrieve Message Menu If the mailbox owner dials “1” while in user’s main menu, the unit plays the new messages, followed by previously saved messages. At the end of each message, the unit plays the Retrieve Message menu: Digit Name Description...

  • Page 109: Record Greeting

    User Operation Instructions 7.4.1. Record Greeting The mailbox owner can record a personal greeting by dialing “1” on the user’s parameters menu (see Paragraph 7.4). The unit then plays the Record Greeting menu: Digit Name Description Play Back Play existing recording Record Record a new greeting message Delete...

  • Page 110: Directory Listing

    User Operation Instructions 7.4.3. Directory Listing The mailbox owner can set the directory listing parameters by dialing “3” on the user’s parameters menu (see Paragraph 7.4). The unit then plays the Directory Listing menu: Digit Name Description Play Back Play current directory listing code Change Change directory listing code Delete...

  • Page 111: External Notification

    User Operation Instructions NOTE Extension corresponds to the mailbox, which is in the DND mode will be unavailable to get calls from the Auto Attendant. 7.4.6. External Notification For activating the external notification of a mailbox, the System Administrator must enable this feature for the mailbox, thereafter, the mailbox owner can: •...

  • Page 112: Send Message

    User Operation Instructions 7.4.7. Pager Notification For activating the external notification of a mailbox, the System Administrator must enable this feature for the mailbox, thereafter, the mailbox owner can: • Enable/disable pager notification • Enter his pager number • Listen to the current pager number by dialing “7” on the user’s parameters menu (see Paragraph 7.4).

  • Page 113: Voice Mail And Auto Attendant System Installation And Programming Manual

    User Operation Instructions User's Main Menu Retrieve Message Return to Next Replay Save Forward Reply Delete Previous Message Menu User's Parameters Menu Mailbox Parameters Record Greeting Play Return to Record Delete Previous Back menu Record Name Return to Play Record Delete Previous Back...

  • Page 115: Programming The In-Band Dtmf Protocol

    Programming the In-Band DTMF Protocol Chapter 8: Programming the In-Band DTMF Protocol 8.1. General This chapter describes how to program the unit to detect In-Band DTMF codes sent by your PBX and to take appropriate action upon detection. When the In-Band DTMF Protocol feature is programmed, the unit waits a defined period of time for an In-Band DTMF code after answering a call from the PBX.

  • Page 116: Defining An In-Band Dtmf Code For An Event

    Programming the In-Band DTMF Protocol 8.2.1. Defining an In-Band DTMF Code for an Event To define an In-Band DTMF code for an event, dial: *200 + XX + YY...YY + # XX = Event number (00-39) YY...YY = In-Band DTMF code sent by the PBX Each DTMF code can contain up to twenty characters, including 0-9, A-D, *, #, source and target.

  • Page 117: Selecting An Operation Type

    Programming the In-Band DTMF Protocol 8.2.2. Selecting an Operation Type You can program each event to perform an operation. To select an operation type, enter: *201 + XX + YY XX indicates the event number (00-39) Y indicates the operation to be performed by the unit according to the following options: 00 = Play the Automated Attendant’s Opening Script 01 = Leave a message in a designated mailbox...

  • Page 118: Selecting A Destination

    Programming the In-Band DTMF Protocol 8.2.3. Selecting a destination If you have programmed an event to play a script, transfer to an extension, or a mailbox dial the following command code to define the destination: *202 + XX + YYYY + # XX indicates the event number (00-39) YYYY indicates the script number, an extension number or a mailbox number NOTE...

  • Page 119: Matra Pbx Support

    Programming the In-Band DTMF Protocol 8.2.6. MATRA PBX Support The unit can support the Q23 Protocol. To activated the support in Q23: Enter to programming mode and dial: *204 + X Where X=1, unit support X=0, unit not support 8.3. Sample Programming 8.3.1.
  • Page 120 Programming the In-Band DTMF Protocol Dial *201 00 02 *201 is the programming code to select an operation 00 is the event number 02 is the unit’s operation type that indicates retrieving messages from a mailbox. To program the unit to detect an In-Band DTMF code from the PBX and enable an internal caller to leave a message in a mailbox (***3 *** Source Target *1): Dial...

  • Page 121: Troubleshooting

    Troubleshooting Chapter 9: Troubleshooting 9.1. General This chapter presents answers to commonly asked questions on operating the unit. If problems persist, contact your dealer. 9.2. Troubleshooting Guide Symptom: Local notification does not work. Solution: Make sure you have entered the correct notification codes. Make sure that local notification is enabled.
  • Page 122 Troubleshooting Symptom: Command *510 does not allow a mailbox to be deleted. Solution: The mailbox is used in script menus. Please remove the mailbox from all the scripts and then use the delete command. Symptom: In supervised mode, the unit incorrectly returns calls. Solution: The unit’s time to wait for No-Answer parameter value is greater then the PBX’s recall time parameter value.
  • Page 123 Troubleshooting Symptom: Pager Notification does not work. Solution: Make sure you have selected the correct External Access Code. Make sure you did not add the External Access Code to the pager number. Make sure pager notification is allowed and enabled. Make sure the pager number is entered correctly.

  • Page 125: Programming Commands

    Programming Commands Chapter 10: Programming Commands 10.1. General Table 10-1 presents a summary of DTMF programming commands. Table 10-1: DTMF Programming Commands Operator Commands Operation Command Day light summer time *7 + XXXX + Y XXXX = operator’s password Y = 0; Reduce the time by one hour Y = 1;...
  • Page 126 Programming Commands Script Programming Commands Operation Command Transfer to the directory listing *111 + XX + B + # XX = Script number Select opening menu *112 + XX + YY + Z + # XX = Default script number 00,10,15 or 20 YY = Replacement script number 00-20 Z = Line number 1-4 Transfer to opening menu...
  • Page 127 Programming Commands Script Programming Commands Operation Command Leave a message to a mailbox *150 + XX + B + # XX = script No. Retrieve messages from a mailbox *160 + XX + B + # Direct transfer to an extension *170 + XX + first digit(s) + # Direct transfer to a mailbox *175 + XX + first digit(s) + #...
  • Page 128 Programming Commands In-Band DTMF Programming Commands Operation Command Select a task for an In-Band DTMF code *201 + XX + YY XX = Event number YY = Task number: 00 = Auto Attendant opening script 01 = Leave a message 02 = Retrieve messages 03 = Play a specific script* 04 = Play a busy menu...
  • Page 129 Programming Commands In-Band DTMF Programming Commands Operation Command Define Transfer Supervision Type *220 + X X = 0; Use Call Progress Tones X = 1, Use DTMF codes Define the DTMF code for the Answer, Busy *221 + X + Code and DND conditions X = 1;...
  • Page 130 Programming Commands PBX Parameters Operation Command External access code *340 + X + # X = up to 4 digits external line access code.Legal entries:digits 0-9,ABCD, , Pause- Clear external access code *340 + # Pause before and after external access code *341 + X X = pause length in seconds (0-9) Default: 2 sec.
  • Page 131 Programming Commands PBX Parameters Operation Command Cadence of system input and output tones in *371 + X + YYYY milliseconds X = 0; incoming minimum DTMF length X = 1; busy off X = 2; busy on X = 3; Disconnect off X = 4;...
  • Page 132 Programming Commands PBX Parameters Operation Command Procedural codes sent to the PBX in order to *380 + X + Code # perform a specific task X = 1; LED1 notification code X = 2; LED2 notification code X = 3; LED off code X = 4;...
  • Page 133 Programming Commands Setting Time and Date Operation Command Set break time *460 + X + Y + hh mm + hh mm + SS, where X - Day of the week 1-7, 1 for Monday Y – Break number 0-9 SS –...
  • Page 134 Programming Commands Mailbox Configuration Commands Operation Command Create a range of mailboxes *500 + First mailbox + Last mailbox + # Create a mailbox *501 + Mailbox + # Change to announcer mailbox *502 + XXXX + Y + # XXXX = Existing mailbox number Y = 0;...
  • Page 135 Programming Commands System Functionality Commands Operation Command Change the system administrator’s password *600 + * + Old password + * + New password + # Warning: Do not use the * or # keys. Change the operator’s password *601 + * + Old password + New password Warning: Do not use the * or # keys.
  • Page 136 Programming Commands Mailbox Notification Commands Operation Command Set local notification for a range of mailboxes *700 + First mailbox + Last mailbox + X + X = 0; disabled X = 1; LED 1 X = 2; LED 2 X = 3; Ring Signs X = 4;...
  • Page 137 Programming Commands Refers to PBX codes. Each code contains digits 0-9, *, #, Flash-1, Flash-2, Pause and Extension Number. When entering a code, dial: *0 for extension *6 for B *1 for pause *7 for C *2 for Flash-1 *8 for D *3 for Flash-2 *9 for the number of new *4 for #...

  • Page 139: Programming Forms

    Programming Forms Chapter 11: Programming Forms 11.1. General The following pages include forms to help you properly setup and maintain the Voice Mail using DTMF programming commands. Operation Command Select opening menu *112 ___ ___ __ # ___ ___ __ # ___ ___ __ # ___ ___ __ # No.
  • Page 140 Programming Forms Operation Command Procedural Codes Sent to the PBX in Order to *380 ___ _____________________ # Perform Specific Tasks Create a range of mailboxes *500 _____ _____ # Create a mailbox *501 _____ # Create a range of virtual mailboxes *520 _____ _____ # Create a virtual mailbox *521 _____ #...
  • Page 141 Programming Forms Setting the Holiday Schedule See Section 6.5.2.1 for information on setting the holidays using code *470 Month Start Name of holiday _____ _____ _____ _____ _______________ _____ _____ _____ _____ _______________ _____ _____ _____ _____ _______________ _____ _____ _____ _____ _______________...
  • Page 142 Programming Forms This form contains the programming schedule for up to four script messages. Please copy the form if you have more than four script messages. The following numbers are dedicated to specific script messages by default: Script message number 00 to the Day Mode Opening Menu Script message number 10 to the Night Mode Opening Menu Script message number 15 to the Break Time Opening Menu Script message number 20 to the Holiday Mode Opening Menu...
  • Page 143 Programming Forms Command Codes Used to Program the In-Band DTMF Protocol OPERATION COMMAND Define an In-Band DTMF code for an event *200 __ __________ # Select a task for an In-Band DTMF code *201 __ __ Select a destination for a specific in band DTMF event *202 __ ____# Define the time to wait for the first DTMF character in the *210 _______...

  • Page 145: System Messages

    System Messages Chapter 12: System Messages 12.1. General This chapter lists the Voice Mail system messages and their numbers. You can hear each of these messages in the programming mode by dialing: *690 + language digit (1, 2 or 3) + system message number - or - To hear all system messages dial: *691 + language digit...

  • Page 146: 12.3. Numbers

    System Messages 12.3. Numbers Fifteen Sixteen Three Seventeen Four Eighteen Five Nineteen Twenty Seven Thirty Eight Forty Nine Fifty Sixty Eleven Seventy Twelve Eighty Thirteen Ninety Fourteen Voice Mail and Auto Attendant System Installation and Programming Manual 12-2...

  • Page 147: 12.4. Dates

    System Messages 12.4. Dates First Twelfth Second Thirteenth Third Fourteenth Fourth Fifteenth Fifth Sixteenth Sixth Seventeenth Seventh Eighteenth Eighth Nineteenth Ninth Twentieth Tenth Thirtieth Eleventh 12.5. Months Of January Of July Of February Of August Of March Of September Of April Of October Of May Of November...

  • Page 148: 12.6. General Messages

    System Messages 12.6. General Messages System Message …and… You have… …new messages …new message …messages To retrieve messages, press 1. To change mailbox settings, press 2. To send a message, press 8. To return to the main menu, press 9. You have no messages.
  • Page 149 System Messages System Message The required extension is busy. To try another extension, press 1 followed by the extension number. To hold, press 2. To leave a message, press 8. To transfer to the operator, press 0. To return to the Main Menu, press 9. The required extension does not answer.
  • Page 150 System Messages System Message The required extension is unavailable. To try another extension, press 1 followed by the extension number. To leave a message, press 8. To transfer to the operator, press 0. To return to the main menu, press 9. Invalid extension number.
  • Page 151 System Messages System Message Using your keypad, please enter the first 3 letters of the person’s last name. For Q press 7 for Z press 9. Using your keypad, please enter the first 3 letters of your first name. For Q press 7 for Z press 9.

  • Page 153: Appendix 1: Pre-Installation

    INSTALLATION. ALL VOICEMAIL PROGRAMMING ON THE PBX MUST BE COMPLETED BEFORE CONTINUING. 1. Power up the VoxBox 2. Attach Analogue phone cable to the phone system and the box 3. Ring box and await answer 4. On answer dial *900, 1234, *654, *, 1234 # (to initialise box) 5.

  • Page 155: Appendix 2: Installation

    1. Connect VoxBox to voicemail ports (page 3-1). 2. Load the relevant PBX VMS file and check PBX Parameters (see page 6-4 and page 6-13 of User Guide) to ensure correct integration between the VoxBox and the PBX. 3. Set the VoxBox’s real time clock (see page 4-8).

  • Page 157: Appendix 3 - Frequently Asked Questions

    Question: Every time I call the VoxBox it plays the main script (00). I want the VoxBox to treat different types of calls differently. How do I set up the...

  • Page 159: Appendix 4: Testing

    3. Connect serial link and read from box, set-up 2 options on script00 to leave a message and retrieve messages send to box. 4. Dial VoxBox and leave a message in an existing mailbox, return to the main script and retrieve that message successful? If no, then re-initialize the box.

  • Page 161: Appendix 5: Initialisation

    The actual process is very straightforward and should take approximately 30 minutes. Please note that resetting the VoxBox in this way, will delete all saved information such as messages, greetings and Script recordings. It is possible to backup the whole system data (Script-recordings, names, greetings, messages, system prompts) by using the Backup and Restore command also available in the VMS software.

  • Page 163: Appendix 6: Voxbox Returns

    VoxBox Returns Appendix 6: VoxBox Returns RETURNS FORM FOR VOXBOX VOXBOX RETURNS OAK TELECOM LTD 7 ALBANY PARK CABOT LANE POOLE DORSET BH17 7BX Forename: Surname: Company name: Address: City: Postcode: Country: Telephone: Name of Installer: Telephone N . of Installer:...

  • Page 165: Appendix 7: Contacting Us

    Contacting Us Appendix 7: Contacting Us If you require any further information on VoiceMail products from Oak Telecom Ltd., or need to order any expansion components for your VoxBox, please contact us at: - Oak Telecom Ltd 7, Albany Park...

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