Set Up Call Holding, Section Call Hold | NEC 750370 guide

Call Hold, Transfer, and Screen

SECTION 1
CALL HOLD	The voice mail system call holding feature allows you to queue up several
	callers holding for a busy extension. The system tells callers on hold how
	many calls are waiting before their call and allows each caller to hold, leave a
	message, or try another extension. The system may also be set up to play
	music and special messages to callers on hold. All these features are
	independent of any call holding features provided by the Electra Elite.
	You can enable the call holding feature for individual subscribers, transaction
	boxes, the Operator Box, or voice detect boxes. You can also control whether
	a subscriber can turn call holding on or off by telephone and limit the total
	number of calls holding anytime or for any extension.
	You can set up the system so that outside callers using a touchtone telephone
	can press 1 to hold for an extension.
	You can allow callers without a touchtone telephone to say Yes to hold: The
	system listens for spoken sound, using the system voice detect feature.
	Both types only work with call transfer turned on and Await Answer or Wait for
	Ringback	call transfer. Call holding does not work with Release call transfer.

Each caller placed on hold, ties up one port of the voice mail system. You should plan for enough ports on the system to handle call holding. You can also limit the total number of callers placed on hold.

Set Up Call Holding

You can allow callers to hold for a particular subscriber, or you can allow callers routed through a transaction box to hold until the transaction box extension is free. Outside callers can also hold for the Operator Box or a voice detect box extension. To turn on call holding, use the Holding? field. The four figures below show where the Holding? field is located on these screens.

You can also set call holding for new subscribers added to the system with the

Holding? field on Application screen Page 5 shown in Figure 2-6 Allow New

Subscribers to Change Call Holding by Telephone.

Reference

2 - 1

Image 79

NEC 750370 manual Set Up Call Holding, Section Call Hold, Number of calls holding anytime or for any extension

Contents

Page NEC America, Inc Walnut Hill Lane Irving, TX Section Section General Table of Contents Hardware Specifications Iii Hardware Description Section Environmental Section Installing To upgrade a VMS2-U10 ETU to VMS4-U10 ETU Issue EliteMail VMS/EliteMail LimitedInstallation Section Upgrade Elite Mail Limited To 4-PORTS To upgrade VMS4-U10 ETU to VMS8-U10 ETU FMS -U10 ETU FCC Part 68 and UL1459 Section Install Modem KIT Unit Install Modem Kit Unit Section Overview Programming Iii VMS -U10 ETU FMS -U10 ETU From Port 01 or Then Enter Programming ModeSection Overview Required For DVM Live Record Parameters Assign Voice Mail Parameters Live Monitoring Parameters DIT Assignment Assign DVM Extensions to Hunt Programming Individual Stations Allow Call Forwarding Section Configuration Support VMS -U10 ETU shows the controls and indicators EliteMail VMS/EliteMail Limited Issue Port status as follows Section VMS SwitchesReset KTU Switch SW1 Position DIP switch LED Indications ETU Controls Indicators Connectors Main power ON/OFF switch for the FMS -U10 ETU can be used to Section FMS Switches Chapter Introduction Files You May Transfer Transfer Files During File Transfer Issue 3EliteMail VMS/EliteMail LimitedTable of Contents File Transfer Options File Menu Screen Console Maintenance Iii EliteMail VMS/EliteMail LimitedIssue List of Figures and Tables Section Connect Host Remote Computers Section Disk for Remote MaintenanceSection Remote Maintenance Telephone Book Section General Information Section Hardware Section What YOU Need to Connect Cancel the procedure Section Before YOU Install Remote Maintenance SoftwareSection Install Remote Version Maintenance Software Press to cancel. If you do not know the COM portPage Section SET UP Remote Software Phone Book Directory Screen -3 Phone Menu is displayedDirectory is displayed Default Book Entry Screen -4 Default Phone Book Entry is?/@A!=9==7901 Add Phone Book Entry for Each Host Computer Displayed -5 Adding Phone Book Entries Press to save the entry Console Maintenance 9721234567 Computer EliteMail VMS/EliteMail Limited IssueSection Solve Problems After Installation Appendix B Solving Problems Section Start Remote Version UsingRemoteMaintenance Section Call Host Computer Section Access Remote Maintenance MenusRemote Maintenance from Memory on Section Return to DOS Section USE Quick Connect Format described in Install Remote Computer Software on Disconnect from the Host Computer Section Access Menus Section Unload Remote Maintenance from Memory Overwrite Verify Leave File Compression at OFF defaultPrepare for File Transfer File Compression Press To select Options $%%Set File Transfer Options From the Main Menu, press to select the Files option Local/Arrow/Host File ListsStatus Box Phone Book ID Tag or Untag Files Individually Tag or Untag a Group of Files Using DOS Wildcard CharactersFunctions Line Tagging Files Are not erased Tag or untag a group of filesSection Transfer Files Between Host Remote Computers You may transfer files from one host computer to the remote Down one file Move to right-hand listMove to left-hand list Up one file If the File Transfer Fails During File Transfer Section Other File Menu Functions REPLOGd.m Replog Files For advanced applications. This appendix explains how to Computer without disconnecting from the host computer Resume a session Section Suspend Telephone Number Operator IDName Description Section Take Screen Snapshots Copy a screen Press !repeatedly until you exit Remote MaintenanceRefer to Figure A-2 Record/Playback Menu Section Special Keyboard Handling View a screenAt the Support Menu, press .to select Record/Playback Menu Press .to select View Screen Images Set Up Remote Software on Section Follow Table Procedure Section Still Having Chapter Using This Book Chapter Guests Reference Iii Chapter Messages Chapter Operator Box Chapter Reports Chapter Screens Reference Vii Chapter Security Codes Chapter System IDs Viii Table of Contents Chapter Transaction Boxes Chapter Back Up and Restore List of Figures Xii List of Figures 14-1 11-712-1 13-1 Xiv List of Figures Subscriber Personal Greetings Fields 20-14 You to additional, helpful information in this manual FeatureAlso Refer To Section Reference Book Only System Managers may sign in at the computer console Using This BookOn-line Help Section Sign in to System Can press 1 to hold for an extension Set Up Call HoldingSection Call Hold Number of calls holding anytime or for any extension Call Hold, Transfer, and Screen Limited Yes Thevalues allowed in the Holding? field areVox Access code options I and J are unused for EliteMail Limited Call Holding Conversation Subscribers Cannot Switch Holding Types by TelephoneTake-msg Holding Queue Holding Cycles Setup ScreenCall Holding Parameters Control the Number of Calls on Hold EXY1XWY1 An Example Controlling the First-in-Line Message Cycle Playing Music-On-Hold Prompts Section Call Transfer TransferGreetingAction Structure 10 Call Transfer on the Operator Box Call Transfer Extension # ID Subscribers Only System ID Boxes Only Set Up Call Transfer FieldsPage IC Introduce and Confirm Changing Call Transfer by TelephoneSection Screen Calls Call screening include Set Up Call Screening for a Subscriber Max screening recording field. Refer to Limit the Call Screening RecordingRecording Field Call screening Directory Assistance Section Automatic Directory Assistance Section Automatic Versus Numeric Directory ID for Alpha Directory Turn On the Automatic Directory Remove Subscriber from the Automatic Directory Turn Off the Automatic Directory Prevent Subscriber From Changing Directory Listing Use First Names in the Automatic Directory Without letters Groups ScreenTo use first names Section Numeric Directory Assistance System Directory GroupsDirectory appears in all capital letters on the right side Refer to Figure Numeric directory assistance. Refer to Figure Directory Menus Numeric Directory Assistance Example Opening Greeting Press To select Directory Group, or press to highlight Set Up Numeric Directory AssistanceAdd a Directory Group or Directory Menu To highlight Directory Assistance, and press Add Subscribers to a Group Directory Delete a Directory Group or Directory Menu Add a Choice to a Directory Menu Delete a Subscriber from a Directory Group Remove a Choice from a Directory Menu LJ%&+,&#=%AAA&%3%5+-&+%!,#. &%+%03&A%1&+%5+A.CC15C Menus Sign in to the system and press repeatedly to displayApplication screen Startup field, press repeatedly to move the cursor to You can use it as a model for any other Transaction Directory page for the departments box is shownCall routing applications you might create Section Offer Automatic Numeric Directory Assistance Numeric Access Opening Greeting Recording Voice FieldsOpening Greeting Automatic Directory Assistance Numeric Manual faxes Differences Between Manual Automatic FaxesAutomatic faxes Section Public FAX BOX ?.A+U1KV1=Console. Press To view Application screen Voice name Fax IDTransfer? Alt Action Set Up the Public Fax Box Enter CNG, then press to accept each option on Line Section Using Multiple FAX MachinesAdd the CNG Startup Option SET the CNG Startup Option ADD a Guest When the system asks Add Guest for subscriber name? Y/NConsole Section Guest Conversation Section Delete a Guest Section Urgent Messages From Guests Guests and Message GroupsTwo-way messaging between the guest and the host subscriber Making a separate call to the system Section ADD Interview Boxes Section SET UP AN Interview BOX Telephone Interview Box Screen Night Sales box has a message for you Retrieve Message from Interview Box Leave Message in an Interview Box Delete All Messages from Interview Box Delete AN Interview BOX Wildcard Key Numeric AccessKeypad Maps on System Keypad Maps L d#ca$%r d = Considerations When to Change the Keypad MapSection Check the Keypad MAP Directory Assistance Electronic Message-Taking Section SET UP Live Record SYSTEM-WIDE Section Customize Live Record AT Each Extension Function Description Button Section USE Live Record Mailbox. Refer to -2 Live Record Features Programmed atSection Record After Transfer $977%8--%= %,*!% 9*%$*$ Press # to add or remove a code Press to close the window Section Feature KEYSection Live Monitoring Section ENABLE/DISABLE To retrieve a call during the Live Monitoring Feature Section Live Monitoring Operating ProceduresTo enable Live Monitoring To cancel the Live Monitoring Feature when not in use Message Left by Left for Identified Callers or Outside Callers Two-way Messages One-Way Messages Public Messages Differences between One-way and Two-way Messages System is listening for IDs or extension numbers Section Identify Yourself To the SystemSection Special Delivery Options Urgent Messages from Guests Access Codes Control Special Delivery OptionsUrgent Messages from Outside Callers New messages are those not yet heard or saved as new. After Section Message Life CycleNewmessage Old message Archived message New MessagesPage Limited ++99%3 Also Refer To Set Message Delivery Fields Message Delivery Conversation Fields in the Message Delivery Line Section Message DeliveryPage Page Dialing External Telephone Numbers Special Dialing Characters Change Length of External Telephone Numbers Override the Outdial Access CodePrioritized Message Delivery Change Message Delivery by Telephone Dispatch Message DeliveryEnter Pauses for Message Delivery by Telephone Keep Subscriber from Changing Message Delivery Set Default Urgent Message Delivery NumberSet the System to Call a Pager Group Owner Use Special Characters for Pagers Dispatch Distribution Group MembersDifferences between Private and Open Groups Private Groups and Guests Message Group Definitions Member name Press To access the Groups ScreenEliteMail VMS/EliteMail Limited Name All Sales People Technical Support Differences between Named and Numbered GroupsTechnical Support Name Groups Created by Telephone Add Groups at the Console Choose Group Names and Numbers Remove Group Members at the Console Add Group Members at the Console Delete Groups or Group Messages at the Console Change the Owner of an Open Group at the ConsoleRemove Subscriber Owner Keep Subscriber from Sending to Open Groups Assign New Owner to System GroupAssign Dispatch Distribution To display the Groups Screen. Press or Code Create Message Groups by Telephone Section Message Message Notification and DeliveryNotification Examples of Constant Message Count Constant Message CountEliteMail displays Number of new Messages No New Messages Page After Each Message Is Played Moves to a new source of messages in the message stack. ForExample Seconds is announced as lasting 30 secondsPage Page Archive or Delete a New Message Redirect ProcedurePage Touchtone KEY Effect on Message Playback Page Page EliteMail VMS/EliteMail Limited Issue Repeat Section Message Receipt Conversation Message Receipt Access Result Code Section Take a Message Not affected by the B, X, or Z access codeLeave Messages Message Types on System-Wide Message Fields 4N000000000000000000000000X-9N MaE Page 16 Message-Taking Fields on Subscriber Personal Directory Messages Value Does this Subscriber Default Fields New Msgs 0 =000 Total 0 =000 Use Access Codes to Control Subscriber Messages Take Messages in the Operator Box Transaction Box Message FieldsTake Messages in Interview Boxes Section Message Waiting Lamps Set Fields for Subscriber Message Waiting Lamp Set Fields for Message Waiting Lamps System-Wide Resetting message waiting lampsOn Now? 21 Port Status Page Use Pager or Beeper Use Message Waiting Ring Section SET UP System for Numeric Access Section Leave Messages by Number Switch between Using Numbers and Using Letters ID for numbered groups is a System ID, and must be unique Field on Application ScreenDirectory Assistance Keypad Maps Messages Subscribers $Greeting transaction directory OpeningGreeting PromptsOpening Greeting Prompts Unlike other parts Calls to Specific Message BOX Section Section USE the Voice Detect Feature Route Outside Avprmpt Subdirectory Location and Filename Language Prompt Subdirectory Filename Enter Copy AVPRMPT.2M AVPRMPT.US, and press Change the Prompts Used for Quick PlayUse Avprmpt file Shipped with the System CD PROMPT\US, and press QP= n Use Your Own List of Prompts in Quick PlayQP=ALL QP=NONE Turn Off Quick Play 23-32 are*Lused in Quick Play Copy AVPRMPT.US AVPRMPT.OLD, and press Operator System ID Features Are described Assign the Operator Mailbox to an Extension TransferSection Transfer Greeting Action Call Transfer Fields GreetingFor details, refer to Appendix C Call Transfer Options Default Action Default GreetingsAction Operator Messages Are Public Messages Section SET UP Multiple OperatorsOperator Box or Voice Detect. Then, in the Alternate System Screens for the application screens =131 2=132 3-4=135 Application Screen Page 2 for 4-Port System Section Port Status Options Port StatusPage Section Control Number of Rings to Wait SET the DAY/NIGHT 333 SET UP Public Interview BOX Section Leave a Message Public Interview BOX Default QuestionsPublic Interview Box ID $PM Question Max Reply Time Delete all messages in the Public Interview Box Section SET UP Subscribers To Receive Public MessagesYoucan delete all messages in the Public Interview Box Delete Public Interview BOX Messages Consecutive beeps, indicating no response Section Messages from Public Interview BOXPublic Interview Box after they check all new messages Single message. a beep is recorded between each response Refer to -2 Application Screen Page 6, with Public Message SET Public Message Fields Also Refer To Voice field for the opening greeting prompt is displayed Section Location Various Voice FieldsThese recordings are located on several screens Screen. Refer to -1 The Voice Prompt Editor Screen Ports Day Modes. Dual columns for Section Record Tips Change Opening Greeting on page 15-6 for instructions To make high-quality recordings, follow these tipsSection Make Voice Field Recordings Recording A voice field involves the following steps Record the Voice Field Establish a Local Connection Section Change Opening Listen to the RecordingCopy from a voice field to a sound file Section Append to Recordings Copy a sound file to a voice fieldFor Into current field Append Silence Append a Beep Sound file Cannot restore it unless you copied the recording in aSection Delete a Recording A Voice Field If you accidentally delete a recording you made, you Also Refer To Section Store Data for Reports Error Log Section Usage Reports Times the number of ports on the system Us ge Table When you run the us Ge table forPercentage equals the number of minutes the ports were busy Divided by the number of minutes they could h ve been busy. B8C Section Directory Reports Group Reports ?7G Membership $%&%+ 11 Directory Group List Refer to -14 Call Log Data Fields. Each call record Section Call LOGThis report called Replog PRN file contains a record of each call placed to Field Length Description Section RUN Reports Section Error LOGSection Previous Report Ascii text files, such as Readme files Press to highlight Subscriber Report, or Extension List, Access the Reports MenuRun a Usage Report Run a Directory Report Run the Busy Ports or Error Log Report Search for Words and Phrases in Reports Section Choose the Report OutputFile that can be imported to other programs View a Report On Screen Copy the report to a floppy disk Copy the Report to a FilePrevious Report Option Port Applications System IDs Use the Previous Report Option to View Other Files Telephone service is available Reference Details, refer to Back Up and RestoreDAY and Night Modes DAY. Schedule #4 Section Multiple Schedules Section Additional Schedules Section Holidays Section Switch to or from Holiday ModeIgnore Holidays Section Change Current Schedule by Telephone Opening Greeting Operator Box Port Applications Section SET Daylight Savings TimeChange the date or time by telephone Change the date or time at a console Screens and indicates w Section Banner Screen Limited Banner Screen Page Few minutes Section Awaiting a KEY System Screens Site Name Name of your organization Contact Section Application ScreenVoice mail system answers all, some, or no trunks Screens Port Station Numbers Box Day/Night ScheduleMay Applied to Applications and SchedulesPage Message on Take a Message on page 9-45. Send Msg Urgent? Today’s Date Set date in this field Time Now Personal ID Daylight Savings?Daylight savings time, the On Now? field is Yes Use Application4 Call Transfer on page 2-11, Screen Access Code OptionsTransfer on page 2-11, Screen Calls on page 2-16, Take a Message on One key dialing Issue EliteMail VMS/EliteMail LimitedTransfer Options / Screening Options Int = +93 #/+ Refer to System IDs Message Groups on 12 Personal Directory Screen Section Personal Directory Screen Hold on page 2-1. Greeting Holding? Controls call holding. For details, refer to CallAction Telephone numbers. Refer to Message Delivery Section Access Code Options Int Press -, then pressExpanded Transfer Call Transfer on page 2-11and Section Screen Calls on Subscriber from an outside caller. Refer to Take Guests At once. Refer to -16 a Message Group For details, refer to Message GroupSection Groups Screen Directory menus #CC Assistance Directory MenuFor details, refer To Chapter Section Transaction Transaction Boxes Call Hold on Mode. Refer to Call Transfer on page 2-11and Screen Calls on Interview box unique System ID Screens Name Interview box spelled name 21 The Public Interview Box Includes a Voice Voice Detect Move ba kward through the prompt sets Elll Integration Options Section Switch Setup ScreenSwitch NEC telephone system Description Outdial Access 25 Switch Setup Screen Pooled delayPage Page Refer to -26 Switch Setup Screen Switch Setup ScreenAlsoRefer To Section SET a Security Code Security Codes Personal ID Section USE a Security Code Security Codes and Other Security Issues Directory page. Refer to -1 Personal Directory Page with a Section Forgotten Security Codes Schedules Security Codes Delete a subscriber security code at the console Features, message notification, and message delivery Section Default Subscriber Settings Section FIRST-TIME Enrollment Conversation Telephone, add F to the Access field on Application screen Personal Directory Section Personal DirectoryPage Lamps on page 9-54. On Now? Description of each code Subscribers Section Access Codes WindowMethods by telephone For details, refer to Message Waiting Lamps on Section Expanded Transfer Options Window Remove an access codeHighlight the to the left of the description of the code Program Press %- , then press , and press Section Personal Set up the personal secretary feature for a subscriber Add Many Subscribers by Range at the Console Add Mailboxes Using the TelephoneMain Steps to Add Subscribers Add Subscribers Individually at the Console Constant prefix Constant suffix Enter Range of Extension # IDs Start Stop Record a Name 647+% Greetings,# =.+%% Section Delete Subscribers Record or Change Greetings Delete only subscriber messages using the console Delete subscriber using the consoleSort the Personal Directory Section Subscriber Quick Keys Quick Option Menus Section Automatic Switch Setup Switch Setup View online help for the Switch Setup Screen Section USE Online Switch Setup HelpEach Switch Setup Help Screen Section Change Switch Section SET Integration Section Control Touchtone Sensitivity When the voice mail system is playing and recording messages Section SET Incoming Call Timing Section Control DIAL-OUT Message waiting lamps are programmed on Switch Setup screenDialtone Delay Section Control Message Waiting Lamps Holding Pattern Section Control Call Holding SET the Call Section Control Live Record +%5 SET Refresh Interval for Constant Message Count Section SET UP Ring Detection Call Hold, Transfer, and Screen Max time to wait for voiceSection SET the Voice Detect Parameter Call Hold, Transfer, and Screens Examples System IDS Call routing and audiotext featuresScreens Where they Reside Sending messages to numbered groupsPage Section Rules for System Section Special System ID For Numbered Groups Listening for System IDs Section HOW the System Listens for IDSTouchtones to check Bad IDs Conflicting IDs ID Digits Unique IDS Match Extension # IDs with Extension Numbers Ranges of System IDsOperator Box ID Special System ID for Numbered Groups System ID Entity Screen IDs, security codes are never displayed Sample Boxes and DirectoriesSection Personal IDS Security Codes Numbering plan you use for System IDs Security Codes Subscribers System Manager Transaction Boxes Section Sign in AS System Manager WHO can be a System MANAGER? Screens Subscribers System IDs Section Create System ManagersPromote a subscriber to a System Manager Remove System Manager status System Manager to maintain Voice messaging system over Section Improved System Manager Conversation Sample Transaction Box Section Access a Transaction BOXTo access a transaction box Section Transaction Directory Sample Transaction Box Transfer Greeting Action Structure Greeting Transfer Action Section ONE-KEY Dialing Example Change the time the system waits during one- key dialing Delay between Single DigitsYou Can set System to Pause a Number Seconds Technical support calls. These sample transaction boxes are Section Sample Transaction Boxes Sample Sales Box Section Transaction BOX Owner Create a Test Box Owner Section ADD Transaction Boxes Record Transaction Box Greetings by Telephone Add Transaction Boxes by Range Add Transaction Boxes One by One Sign in to the system, and press to access the TransactionSection Record a Name Section Sort Transaction Section Delete a Transaction BOX or ITS MessagesDelete transaction box Delete messages for a transaction box Subscribers System IDs Voice Detect Section Other Transaction ID $VOICE already added Section Voice Detect Boxes Section Handle Calls with a Reference Voice Detect Boxes Detect Application To set up a voice detect application Section SET UP a Voice Opening Greeting $Greeting Example Use Voice Detect for Operator Transfers For details, refer to Transaction Boxes Use voice detect before routing callers to the Operator Box M7c Console Range of voice detect boxes cannot be added Section ADD a Voice Detect BOX You can delete a voice detect box, or just the box messages Plays the default alternate greetingAutomatically after playing a voice detect box greeting Section Delete a Voice Detect BOX or ITS Messages Delete the messages for a voice detect box Set up the opening greeting for voice detectSection Voice Detect Wait for Voice Field Section SET UP Voice Detect Call HoldingSection Test the Voice Detect Application Section Control HOW Long System Waits For Speech Section Example of AN Advanced Voice Change the time outside callers can wait before speaking Example of Advanced Call Routing Using Voice Detect Also refer to Section Definitions Archive FeatureDescription Introduction Restore Feature Input/OutputArchive User Interface Intervals Backup FeatureOperational Criteria VPS again Begin the backup/restore function Backup Restore Configure Exit Access Codes Menu Mode Exclusively Access Codes Automatic Return Receipt Action Codes Call Transfer Options Console Shortcut Keys Page Special Dialing Characters Page Section Dialtone Detection Section Special Telephone System Settings Section DIAL-OUT AccessPage Alternate Greeting AccessAction Alphabetic Directory Auto Dial Day ModeDefault Audiotext Messages Dtmf Greetings Extension # IDFollow-Along ID Greeting Live Record Held MessageInterview Box Intro Message Group Night ModeMessage Box Integration Message Delivery Option Set One-Key DialingOne-Way Message Opening Greeting Prompt Personal SecretaryPort Private Group Subscriber SwitchScreening Options Spelled Name Voice Response Voice DetectVoice Field Voice Mail