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AT&T 3 manual Voice Mail Service, Operator

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AT&T 3 manual Voice Mail Service, Operator

Contents

AT&T Copyright 1996, AT&T All Rights Reserved Issue June Contents Understanding the Mail System Features Mail System Planning Verifying System Operation and TroubleshootingUpgrading the System Mail System Factory Settings Letter Key and Class of Service TableGL Glossary Index Programming Hierarchy Diagrams Communications System PlanningPurpose and Audience TermsHow to Use This Book Typographical ConventionsSafety Labels Related DocumentsPartner Mail Voice Messaging System Release Toll Fraud SecurityPartner II Communications System Release Partner Plus Communications System ReleaseIntroduction Partner Mail Services System Administrator’s ResponsibilitiesIntroduction Partner Mail Services Overview of System Services and Features Assignments Automated Attendant ServiceAttendant Interactions with the Communications System Fax Extension and Fax Message ReceiverImmediate Call Handling Call Answer Service Interactions with the Communications System Voice Mail Service OperatorSystem Security System Administrator’s ResponsibilitiesFor more information, see Personal Mailbox Administration Preventative Measures Page Security Policy and User Education Routine Maintenance Helpful Programming Hints Introduction Preparing for Installation Installing the Mail SystemImportant Safety Instructions Preparing for Installation Mail System Hardware Communications System HardwareMail System Site Requirements Mail System Requirements ConditionRequirementPreparing for Installation Installing the Mail System Mounting the System UnitMounting the Cabinet Connecting to the Communications System Connecting Cords to the System UnitSystem Unit Front and Right Side View Connecting to the Remote Maintenance Device Remote Maintenance DeviceMail System Initial Programming Introduction Before You BeginAfter Initial Programming Before You Begin Comlpeting Planning FormsPreparing the Communications System Hunt Group ExtensionsLine Access Mode Transfer Return ExtensionLine Assignment for Remote Maintenance Device Outgoing Call RestrictionLogging In to System Administration Automatic Extension Privacy for Remote Maintenance DevicePage Mail System Login Accessing the System Administration Menu Programming the Mail SystemInitial Programming Quick Reference System ParmetersSystem Greetings Parameter Factory Setting Programming System ParametersSingle or Multiple Automated Attendant System LanguageMaximum Digit Length Automated Attendant Line Assignments Automated Attendant Line AssignmentsProgramming Mailboxes MailboxesConsiderations for Creating Mailboxes Creating MailboxesAssigning a Group Mailbox Owner Specifying Fax Extensions and System Mailboxes Fax Extension and Fax Message ReceiverGeneral Mailbox Owner Call Answer Service OperatorSystem Administrator’s Mailbox Schedule Administration Programming the ScheduleSystem Date and Time Schedule ControllerBusiness Schedule Setting the Touch-Tone Gate Automated Attendant AdministrationRecording System Greetings System Greetings Administration Recording Touch-Tone Gate GreetingsRecording a Voice Mail Greeting Programming the Automated Attendant Menus Recording Announcements Creating SubmenusProgramming Day and Night Menus + Announcement number + # Group Lists Administration Creating Group ListsAssigning Line Ownership Line Ownership AssignmentSetting System Security Options 10. System Security AdministrationMinimum Password Length Security Violation NotificationAfter Initial Programming Assigning the System Administrator’s Mailbox PasswordAssigning a System Administration Password Page Call Answer Service Communications System Initial ProgrammingTelephone Button Programming Introduction Entering Programming Mode Automated Attendant ServiceVMS Hunt Delay Group Call DistributionLine Ringing Fax Machine ExtensionsFax Hunt Group Automatic Extension Privacy VMS Hunt ScheduleNight Service Music on HoldDisallowed Phone Numbers Creating a Disallowed ListAssigning the Disallowed Phone Number List To save the number in memory, you must press EnterAssigning the Allowed Phone Number List Allowed Phone NumbersCreating an Allowed Phone Number List VMS Line Cover Call Answer ServiceLine Coverage VMS Cover Rings Communications System Release 4.0 or later Exiting Programming ModeAutomatic VMS Cover Do Not Disturb Telephone Button ProgrammingVMS Cover Voice Mailbox Transfer Voice Mail MessagesAfter Initial Programming Administering Features Automated Attendant Service Broadcast MessageAnnouncements Automated Attendant Bulletin BoardCall Answer Service Operator Dial 0/Timeout Action Automated AttendantBusiness Schedule and Temporarily Closed DirectoryGroup Lists Group Mailbox OwnerLanguage Line AssignmentsMain Menus Automated Attendant Maximum Digit LengthOpen or Closed for Today OutcallingPasswords Personal Mailbox AdministrationPersonal Operator Schedule ControllerSystem Administrator’s Mailbox Submenus Automated AttendantSystem Date and Time System LanguageAdministering Features Logging In to System Administration Logging In to Voice MailDescription Announcements Automated AttendantAt a Glance Announcement Options Announcements and Bulletin BoardsRelated Mail System Features ApplicationsProgramming Recording an Announcement Monolingual mode Bilingual modeProcedure is complete For the secondary languagePlaying an Existing Announcement Enter the Announcement number 1-99 + #Deleting an Announcement Related Communications System Features Related Mail System Features Broadcast Message Broadcast Messages and Group ListsProgramming Sending a Broadcast Message Bulletin Board Dial 0 Destination Monolingual or Bilingual ModeBulletin Boards and Announcements Bulletin Board Mailbox Password Other Bulletin Board OptionsConsiderations and Constraints Mailbox Procedures Accessing a Bulletin Board MessageProgramming Bilingual mode only Recording or Deleting a Bulletin Board MessageMessage. Go to Step Go to Step20Bulletin Board Setting a Dial 0 Destination Changing a Bulletin Board Mailbox PasswordChanged. Procedure is complete Enter extension number + #Business Schedule and Temporarily Closed Weekly Business Schedule Temporarily ClosedProgramming Playing the Business Schedule TodayCreating or Changing the Weekly Business Schedule 26Business Schedule and Temporarily Closed Programming a Temporary Closing Confirm. Go to Step Repeat StepBusiness Schedule and Temporarily Closed Call Answer Service Operator Dial 0/Timeout Action for Main Menus Automated Attendant Dial 0/Timeout Action Automated Attendant Programming Changing a Dial 0/Timeout Action Menu. Go to StepPrompt. Go to Step Procedure is complete. Bilingual mode, primary language Directory Procedure Using the Directory to Reach a Subscriber Using the Directory to Address a MessageTransferred. Procedure is complete Changing a Directory ListingFax Message Receiver Fax Extension and Fax Message ReceiverDescription Fax Extension Considerations and Constraints Hunt Group. Procedure is complete Receiver. Go to StepDeleting a Fax Extension or Fax Message Receiver Enter Fax Message Receiver + #Extension. Procedure is complete General Mailbox Programming Changing the General Mailbox Owner’s Extension Automated AttendantEnter General Mailbox Owner + # Single Automated Attendant Procedure Forwarding a Message from the General MailboxExtension. Go to Step List. Repeat Step Group List. Repeat Step Greetings Personal Procedures Recording a Personal Greeting Call Answer Service OperatorFor Monolingual Mode, procedure is Greeting. Go to StepComplete For Bilingual Mode, primary languageActivating a Personal Greeting Deleting a Personal GreetingMonolingual Mode, procedure is Greetings System Voice Mail GreetingMonolingual Mode-Touch-Tone Gate On Automated Attendant Touch-Tone Gate GreetingExamples Monolingual Mode-Touch-Tone Gate Off Main Menu, Primary LanguageProgramming Recording the Voice Mail Greeting Greetings PersonalRepeat for the secondary Recording a Touch-Tone Gate Greeting New greeting. Repeat Step Menu. Return to StepGroup Lists Group Lists and Broadcast Messages Programming Creating Group Lists Scanning Group ListsEnter Group List number + # Repeat until all extensions areModifying or Reviewing a Group List Group List. When finished, go to Deleting Group ListsIf desired, return to Step For each mailbox to be added toProcedure Sending a Message to a Group List Under Personal Mailbox Administration Forwarding a Message to a Group ListGroup Mailbox Owner Programming Assigning or Deleting the Group Mailbox Owner Enter Group Mailbox Number If the mailbox has an ownerIf the mailbox has no owner No owner. Return to StepMode only LanguageMain Menus Automated Attendant Submenus Automated Attendant Programming Recovering from a Language Choice ErrorAnnouncements Automated Attendant Changing the Language Mode or the Language Language. Repeat StepLine Assignments Programming Reviewing Line Assignments Adding Line AssignmentsRemoving Line Assignments If the line is not currently assigned toAutomated Attendant 2 or Repeat until finished76Line Assignments Line Ownership Programming Scanning Line Ownership If a line owner is assigned If no owner is assignedModifying Line Ownership If the line number has an ownerDeallocating Line Ownership Deleted.Return to StepMailbox Class of Service COS Class of Service Table Mailbox StorageMessage Length Greeting LengthTransfer Permitted Mailbox TypePage Mailbox Language Bilingual Mode only Outcalling PermissionMailbox Name Letter KeyConsiderations and Constraints Administration Group Mailbox OwnerProgramming Playing a Mailbox Configuration Enter Mailbox Number + #Class of Service + # Monolingual mode onlyBilingual mode only. Choose an option Number. Go to StepMailbox and any messages in it Deleting a MailboxChanging a Mailbox Name Mailbox number. Return to Step Enter Class of Service + # Changing the Class of ServiceInitializing a Mailbox Password Changing the Mailbox Language Bilingual Mode OnlyLanguage Bilingual Mode only Main Menus Automated AttendantMonolingual Mode Example with Touch-Tone Gate On Menu PromptMonolingual Mode Example with Touch-Tone Gate Off Selector CodesPage Caller Options Programming Playing a Main Menu Prompt or Definition RecommendationDefinition. Repeat Step Recording the Main Menu Prompt OnlyMenu. Go to Step Multiple Automated Attendant only Monolingual mode 106Main Menus Automated Attendant Change the Dial 0/Timeout Action Modifying a Day or Night Main MenuIf the Selector Code is already assigned If the Selector Code is not already assignedSelector Code. Return to Step Monolingual mode 110Main Menus Automated Attendant Maximum Digit Length Programming Changing the Maximum Digit LengthMenu. Procedure is complete Enter Maximum Digit LengthOpen or Closed for Today Open for TodayClose for Today Resume Regular ScheduleDefault Temporary Closure Greetings French Primary/English Secondary Spanish Primary/English SecondaryProgramming Programming Open or Closed for Today 118Open or Closed for Today Resuming the Regular Schedule Outcalling Outcalling List Minimum Time Between Outcalling Attempts Outcalling Cycles Outcalling ScheduleProcedures Turning Outcalling On/Off Reviewing the Outcalling ListListening to Instructions for Outcalling Creating or Changing the Outcalling ListPager. Go to Step Enter Outcalling number + #Setting Up the Outcalling Schedule Not set to all hoursSchedule. Go to Step Set to all hoursSetting the Minimum Time Between Outcalling Attempts Setting the Number of Outcalling Cycles Passwords System Administrator’s PasswordsPassword Cautions Password InitializationProgramming Initializing a Mailbox Password Setting the Minimum Password LengthEnter Minimum Password Length + # Changing the System Administration PasswordProcedures Changing a Mailbox Password Changing a Bulletin Board Mailbox Password Personal Mailbox Administration Transfer-Only MailboxesPersonal Operator Old and New MessagesPersonal Greetings Ss System Features OutcallingProgramming Logging In to Voice Mail From Automated AttendantMessage. Repeat Step Activity Menu. Procedure is completeRecording and Sending a Message Group List. Return to Step Use 7 for the letter Q 9 for the letter ZNames. Go to Step Listening to Messages Replying to a Message Forwarding a Message Use 7 for the letter Q 9 for Letter Z Choosing a Personal Operator Recording a Mailbox NameRecording and Activating Personal Greetings Personal Operator Programming Administering a Personal Operator Follow the Switch Mode Schedule ControllerFollow the Partner Mail Business Schedule Business ScheduleProgramming Setting the Schedule Controller Security Violation Notification No Security Violation NotificationNotification Unsuccessful Login AttemptsMailbox Unlock Attempts. Go to Step Programming Changing the Security Violation NotificationLength Single/Multiple Automated Attendant For each Automated Attendant, you can program the following Programming Setting Single or Multiple Automated Attendants Submenus Automated Attendant Selector Codes and Selector Code Actions Submenu Modification Other Submenu OptionsSubmenu Creation Press 3 for Submenus Submenu Administration Menu Programming Playing a Submenu Prompt or DefinitionCreating a Submenu Submenu number + #160Submenus Automated Attendant Recording the Submenu Prompt Only Repeat to Step Modifying a Submenu 164Submenus Automated Attendant Choose an option # to use the existing Submenu Deleting a Submenu Submenu number + # Prompt to confirm deletionSystem Administrator’s Mailbox Changing the System Administrator’s Mailbox Enter new extension + # Programming Re-assigning the System Administrator’s MailboxChanging the System Administrator’s Mailbox Password Programming Updating the System Date and Time Personal Mailbox AdministrationSystem Date and Time If System Administrator’s mailbox Language is English Time. Go to StepSystem Language Touch-Tone Gate Setting Touch-Tone GateConsiderations and Constraints Programming Turning the Touch-Tone Gate On or Off Troubleshooting Verifying System OperationContents Dealer Verify Mail Service GreetingVerifying System Operation Delayed Call Handling Immediate Call HandlingDay Menu Night MenuVMS Line Coverage Fax MachinesVMS Extension Coverage Troubleshooting Callers hear ringing, but the mail system does not answerMail system does not answer immediately Authorized DealerCalls are routed to the wrong Automated Attendant Calls are not transferred properly Touch-tones are entered but not detected Message cannot be left in a mailboxSubscriber is unable to log in to Voice Mail Subscriber receives a busy signal when calling Voice MailCaller is cut off while leaving a message in a mailbox Subscriber is unable to log in to Voice Mail Possible Cause Corrective Action 12Verifying System Operation and Troubleshooting Possible Cause Corrective Action Outcalling is delayed Outcalling is not workingOn next Outcalling is not working Press 1 for English, 2 for French, or 3 for Spanish Upgrading the System Introduction Disconnecting the Mail System Captive Retaining Screw LocationRemoving the Mail System Unit from the Wall Removing the Cover Removing the Cover ScrewsVoice Processing Card DIP Switch Settings Adding a Voice Processing CardInstalling the Voice Processing Card Putting the System Unit Back Together Security Alert Mail System Planning Introduction Planning ResponsibilitiesTable A-1. Partner Mail Mail System Planning Forms Name Planning Responsibilities When to Fill Out the FormsHow to Fill Out the Forms Information for the Installer Single or Multiple Automated Attendant = Single Form a System Parameters-Part 1 DescriptionMaximum Digit Length = Page Security Alert Class of ServiceForm B Mailboxes Description Mail System Planning A-7 Instructions COSPage Call Answer Service Operator = System Administrator’s Mailbox =Form C System Parameters-Part 2 Description General Mailbox Owner =Form D Schedule Description System Date and TimeMultiple Automated Attendant only Weekly Business Schedule = ClosedForm E Touch-Tone Gate Description Touch-Tone Gate GreetingsPage Form F Voice Mail Greeting Description Main Menu Prompt Form G Main Menu Prompt DescriptionDay or Night Main Menu Page Form H Main Menu Definition Description Main Menu DefinitionMultiple Automated Attendant only Form I Submenu Prompt Description Submenu NumberSubmenu Name Submenu PromptForm J Submenu Definition Description Submenu DefinitionForm K Announcement Description Announcement NumberAnnouncement Name AnnouncementForm L Group List Description Group List NumberGroup List Name Group List MembersForm M Line Ownership Description Line OwnershipSecurity Violation Notification Minimum Password Length =Form N System Security Description Form O Security Checklist Description Instructions Maximum Digit Length 2 3Form B Mailboxes Call Answer Service Operator Ext System Administrator’s Mailbox Mailbox No Security AlertFax Extension Fax Message ReceiverForm D Schedule Weekly Business ScheduleForm E Touch-Tone Gate Form F Voice Mail Greeting Voice Mail GreetingForm G Main Menu Prompt Day or Night Main Menu 1 DayForm H Main Menu Definition Form H Main Menu Definition Form I Submenu Prompt Form J Submenu Definition Submenu Number 01-99 Submenu Name Submenu DefinitionForm K Announcement Form L Group List Group List Number Group List Name Group List MembersForm M Line Ownership Minimum Password Length Form N System SecuritySecurity Policy Yes Mail System Yes NoCommunications System Yes Introduction Form a System Configuration, Form B2 Customized Extension SettingsForm B1 System Extensions Form C PhoneCommunications System Order NumberForm a System Configuration, Form a Page 1 DescriptionMethod VMS-Mail Form a Page 2 Description Receptionist answers calls during business hours?VMS Hunt Delay #506 = Immediate VMS Cover Rings #117 =Ring on Transfer #119 = Active Music on Hold 602 = ActiveWrite Name/Description Form B1 System ExtensionsForm B1 Description FAX Machine Extensions #601 Write Transfer Return Ext. No. #306Automatic Extension Privacy #304 = Not Assigned Form B2 Customized Extension SettingsForm B2 Description Automatic VMS Cover #310 = Not Assigned No RingLines/Pools Not Assigned Outgoing Call Restriction #401 = No RestrictionDisallowed List Assignment #405 Allowed List Assignment #408Night Service Button #503 = Not Assigned Do Not Disturb Feature 0Form C Phone Form C DescriptionVoice Mail Messages Intercom 7 7 VMS Cover Feature 1Voice Mailbox Transfer Feature 1 Disallowed Phone Number Lists #404 Form D Number ListsForm D Description Allowed Phone Number Lists #407 Introduction Factory Settings Default Greetings Default MenusSystem Parameters Factory SettingsFeature Factory Setting Valid Entries Schedule Automated Attendant Service MailboxesOutcalling Security SystemPersonal Operator Mail Setting Value Group ListsSystem Greetings MessagesDefault Greetings Touch-Tone Gate On-MonolingualTouch-Tone Gate On-Bilingual Temporary Closure Greetings Touch-Tone Gate Off-Monolingual Touch-Tone Gate Off-Bilingual Voice Mail Greetings Personal Mailbox Greetings Default Menus English Default Mailbox Name General MailboxFrench Default Mailbox Name Boîte Vocale Centrale Spanish Default Mailbox Name Buzón GeneralDay/Night Main Menu Touch-Tone Gate On-Monolingual BilingualEnglish Day/Night Menu French Day/Night MenuEnglish Primary/French Secondary-English Day/Night Menu English Primary/Spanish Secondary-English Day/Night MenuFrench Primary/English Secondary-French Day/Night Menu Spanish Primary/English Secondary-Spanish Day/Night MenuLetter Key Class of Service Table Letter Key Table D-1. Letter KeyClass of Service Table Table D-2. Class of ServiceGlossary GL-2Glossary Group Mailbox Owner See Dial PlanGL-4Glossary See Subscriber See Primary language and Secondary languageSee Automated Attendant Touch-Tone Gate Greeting Index IN-2 Index IndexIndex IN-3 IN-4 Index Index IN-5 IN-6 Index Index IN-7 IN-8 Index Index IN-9 IN-10 Index Index IN-11 IN-12 Index Index IN-13 IN-14 Index Index lN-15 IN-16 Index Nota Remarque Page Page AT&T Comcode Issue