NEC 750370 Call Hold, Transfer, and Screen

Reference 2 - 1

Call Hold, Transfer, and Screen

SECTION 1

CALL HOLD The voice mail system call holding featu re allows you to queue up se veral

callers holding for a busy extensio n. The system tells callers o n hold how

many calls are waiting befo re their call and allows ea c h 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 featur es provided by the Electra Elite.

You can enable the call holding feature for individu al subs cribers, transac tion

boxes, the Operator Box, or voice detect boxes. You can also control whether

a subscriber can turn call hold ing on or off by te lephone and limit th e total

number of calls holding anytime or for an y ex te ns io n.

You can set up the system so that outside callers using a touchtone tele phone

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 R e lease 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 allo w

callers routed through a transac tion box to hold until the transaction b ox

extension is free. Outside callers can also hold for the Opera tor Box or a voice

detect box extension. To turn on call hold ing , use th e Holding? field. The four

figures below show where the Holding? field is located on t he se 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.

Contents

Main Page Preface SECTION 1 GENERAL I SECTION 2 T SUPPORTING D Page Page Hardware Description Installation Page SECTION 4 UPGRADE ELITEMAIL LIMITED Page Page Page Page Page Programming SECTION 1 O Page Page Page Page 1 - 6 Programming SECTION 2 CONFIGURATION S EliteMail VMS/EliteMail Limited Issue 3 Programming 1 - 7 SECTION 3 VMS ETU CONTROLS AND I Figure 1-1 VMS( )-U10 ETU SECTION 4 VMS LED I SECTION 5 VMS S Page SECTION 8 FMS LED I SECTION 9 FMS S Chapter 1 Introduction Chapter 2 Install the Remote Computer Software Chapter 3 Using Remote Maintenance Chapter 4 Transferring Files Appendix A Adva nced Features Appendix B Solv ing Problems List of Figures and Tables Introduction Page Install the Remote Computer Software Page SECTION 3 SET UP REMOTE S 3.1 Set the Default Telephone Book Entry Page Page 3.2 Add Phone Book Entry for Each Host Computer Page Page SECTION 5 SOLVE PROBLEMS A FTER I Using Remote Maintenance SECTION 1 GENERAL I SECTION 2 START REMOTE V SECTION 3 ACCESS REMOTE M AINTENANCE M SECTION 4 RETURN TO DOS Press to return to DOS from the Remote Mainte nance Main Menu SECTION 5 CALL HOST C 5.2 Call a Host Computer from the Call Menu SECTION 6 U SE Q UICK C 6.2 Call a Host Computer Using the Quick Connect Option SECTION 7 ACCESS MENUS D SECTION 8 END CONNECTION 8.1 Properly Disconnect from a Remote Maintenance Session 8.2 Disconnect from the Host Computer Page Transferring Files SECTION 1 GENERAL I SECTION 2 PREPARE FOR FILE T 2.1 File Transfer Options 2.2 The File Menu Screen Page Page SECTION 3 TRANSFER FILES BETWEEN HOST AND R EMOTE C 3.2 Transfer Files Page 3.3 During File Transfer SECTION 4 OTHER FILE MENU F 4.1 Make Directory Under the Current Directory in t he Act ive List 4.2 View File Contents 4.3 Delete Files from the Acti ve List SECTION 5 REPLOG F d.m m d Advanced Features SECTION 1 GENERAL I SECTION 2 SUSPEND AND R ESUME S SECTION 3 U SE BILLING L SECTION 4 TAKE SCREEN S Page SECTION 5 SPECIAL KEYBOARD H Console Maintenance B - 1 Solving Problems e.g. SECTION 1 FOLLOW TABLE P Chapter 2 Section 3 Set Up Remote Software on page 2-3 Page Page Page Chapter 9 Messages Chapter 10 Numeric Access Chapter 11 Opening Greeting Page Chapter 16 Reports Chapter 17 Schedules Chapter 18 Screens Chapter 19 Security Codes Chapter 20 Subscribers Chapter 21 Switch Setup Chapter 22 System IDs Chapter 23 System Manager Chapter 24 Transaction Boxes Chapter 25 Voice Detect Page List of Figures Page Page Page Page Using This Book SECTION 1 THE REFERENCE BOOK This On-line Help SECTION 2 SIGN IN TO THE S Call Hold, Transfer, and Screen SECTION 1 C ALL H Set Up Call Holding Page Page Allow Subscribers to Change Holding by Telephone Subscribers Cannot Switch Holding Types by Telephone The Call Holding Conversation The Holding Queue Holding Cycles Call Holding Parameters Control the Number of Calls on Hold Controlling the First-in-Line Message Cycle An Example Playing Music-On-Hold Prompts SECTION 2 C ALL T The Transfer Greeting Action Structure Page Call Transfer Set Up Call Transfer Fields Page Changing Call Transfer by Telephone SECTION 3 SCREEN CALLS When Await Answer call transfer is used, options allow the voice m ail Set Up Call Screening for a Subscriber any Limit the Call Screening Recording Directory Assistance SECTION 1 A NUMERIC DIRECTORY A SECTION 2 A D A Turn On the Automatic Directory Turn Off the Automatic Directory Remove Subscriber from the Automatic Direct ory Use First Names in the Automatic Directory SECTION 3 NUMERIC DIRECTORY A The Groups Screen Directory Groups Directory Menus "For Sales, press 1. For Shipping, pres s 2. For Custome r Service, press 3. Numeric Directory Assistance Example 3 - 10 Directory Assistance Figure 3-4 Numeric Directory Assistance Using Directory Groups and Directory Menu Opening Greeting 4 1 1 Numeric Directory Assistance 3 1 2 1 2 Set Up Numeric Directory Assistance For Sales, press 1. For Custom er Service, press 3. Page Allowing System IDs during Directory Menus SECTION 4 USE TRANSACTION BOXES WITH DIRECTORY A SSISTANCE ...press 3 for a list of all personnel. Opening Greeting SECTION 5 OFFER AUTOMATIC DIRECTORY A Numeric Directory Assistance Opening Greeting " 12 Automatic Directory Assistance Faxes and the Public Fax Box SECTION 2 T HE P UBLIC F AX B Page Page Page Add the CNG Startup Option SECTION 4 USING MULTIPLE FAX M Guests SECTION 1 A DD A G SECTION 2 D ELETE A G SECTION 3 THE GUEST C <Guest name>, how nice to hear from y ou ! If youd like to try an extension, you may do so now (pause). See you later! SECTION 4 URGENT MESSAGES Guests and Message Groups Interview Boxes SECTION 1 ADD INTERVIEW B The Interview Box Screen <The Night Sales box> has a message for you. Im going to ask several questions. After each, please reply. First,... Leave Message in an Interview Box Retrieve Message from Interview Box Page Keypad Maps SECTION 1 KEYPAD MAPS ON The Wildcard Key Page SECTION 2 CHECK THE KEYPAD M When to Change the Keypad Map Considerations Page Live Record/Live Monitoring Electronic Message-Taking SECTION 2 CUSTOMIZE LIVE RECORD AT EACH E EliteMail VMS/EliteMail Limited Issue 3 Figure 8-2 Live Record Features Programmed at Each Extension Reference 8 - 3 FUNCTION DESCRIPTION BUTTON SECTION 3 U SE L IVE R SECTION 4 RECORD AFTER T SECTION 5 LIMITED RECORDING TIME ON THE VOICE M SECTION 6 SET UP LIVE M Add or remove Live Monitoring codes at the Acces s Code Options window: SECTION 7 FEATURE KEY A SECTION 8 LIVE MONITORING R SECTION 9 ENABLE/DISABLE L IVE M SECTION 10 LIVE MONITORING OPERATING P Messages SECTION 1 M ESSAGE T Identified Callers or Outside Callers One-Way Messages Two-way Messages Differences between One-way and T wo-way Messages Public Messages SECTION 2 IDENTIFY YOURSELF Press one to leave a personal messag e for <recipient name>. SECTION 3 SPECIAL DELIVERY O Access Codes Control Special Delivery Options Urgent Messages from Guests Urgent Messages from Outside Callers SECTION 4 THE MESSAGE LIFE C Page Page SECTION 5 M ESSAGE D The Message Delivery Conversat ion Set Message Delivery Fields Page Page Page Special Dialing Characters Dialing External Telephone Numbers Override the Outdial Access Code Change Length of External Tel ephone Numbers Prioritized Message Delivery Dispatch Message Delivery Change Message Delivery by Telephone Enter Pauses for Message Delivery by T elephone Set Default Urgent Message Deliver y Number Keep Subscriber from Changing Message Delivery Set the System to Call a Pager Use Special Characters for Pagers SECTION 7 M ESSAGE G The Group Owner The Group Members Differences between Private and Open Groups Private Groups and Guests Dispatch Distribution SECTION 8 T HE G ROUPS S Page Differences between Named and Numbered Groups All Tec Name Groups Created by Telephone i.e. Choose Group Names and Numbers Page Change the Owner of an Open Grou p at the Console Page Create Message Groups by Telephon e before SECTION 9 MESSAGE NOTIFICATION Message Notification and Delivery Constant Message Count Examples of Constant Message Count New Messages New Messages, Including Urgent Messages No New Messages SECTION 10 M ESSAGE P You have 3 new messages) Your message box... recorded today at... recorded yesterday at... recorded three days ago at... ...recorded today at 11:57am. The next message is... Amy Ronk Would you like to redirec t this? Amy Ronk Would you like me to archive this? Page For no reply press 2, otherw ise I'll record y our message now... Press pause to continue playing. Would you like to hear it SECTION 11 M ESSAGE R The Message Receipt Conversation first Page Leave Messages The Transfer Greeting Action Structure System-Wide Message Fields Page Whom may I say is calling? Set Subscriber Message Fields Page Subscriber Default Fields Use Access Codes to Control Subscriber Messages Transaction Box Message Fields Take Messages in the Operator Box Take Messages in Interview Boxes SECTION 13 MESSAGE WAITING L Set Fields for Subscriber Message Wait ing Lamp Set Fields for Message Waiting La mps System-Wide Message Notification Dial Out Page Use Message Waiting Ring Use Pager or Beeper Numeric Access SECTION 1 SET UP THE SYSTEM FOR N UMERIC A Group 234: Sales Dep artment SECTION 2 LEAVE MESSAGES BY N Switch between Using Numbers and Using Letters during Please enter the extension n umber or <System ID> for groups... Please enter the first three letters of the last name... Set Up Special System ID for Numbered Gro ups Opening Greeting SECTION 1 THE OPENING GREETING P Display Additional Ports SECTION 2 USE THE VOICE D ETECT F EATURE SECTION 3 ROUTE OUTSIDE CALLS TO SPECIFIC M ESSAGE B S ECTION 4 T HE AVPRMPT F Page Change the Prompts Used for Quick Pl ay Page Page Page Operator Box SECTION 2 TRANSFER, GREETING, A Transfer Call Transfer Fields Greeting Default Greetings Action Default Action Operator Messages Are Public Messages SECTION 3 SET UP MULTIPLE O Page Port Applications SECTION 2 PORT STATUS O Port Status at least one SECTION 3 CONTROL THE N W Public Interview Box and Public Messages SECTION 1 SET UP THE PUBLIC INTERVIEW B Public Interview Box ID: $PM Default Questions ? SECTION 2 LEAVE A MESSAGE IN INTERVIEW BOX A caller route d t o t he Public Interview Box is asked the series of questions Page SECTION 5 MESSAGES FROM THE PUBLIC INTERVIEW B SECTION 6 SET PUBLIC MESSAGE F Page Recording Voice Fields SECTION 1 L VARIOUS VOICE F Ill transfer you now SECTION 2 HOW VOICE FIELDS A RE D SECTION 3 THE VOICE PROMPT EDITOR SCREEN To move around the Voice Prompt Editor Screen: SECTION 4 R ECORD T SECTION 5 MAKE VOICE FIELD R Page SECTION 6 CHANGE OPENING G SECTION 7 C OPY R SECTION 8 APPEND TO R Page SECTION 9 DELETE A RECORDING SECTION 10 RECORD QUICK PLAY P Page Reports SECTION 1 STORE DATA FOR R SECTION 2 U SAGE R Page Page SECTION 3 D IRECTORY R Group Reports Page SECTION 4 B USY P ORTS R SECTION 5 C ALL L 16 - 10 Reports Figure 16-14 Call Log Data Fields FIELD LENGTH DESCRIPTION Page Page Page SECTION 9 CHOOSE THE REPORT O filename <filename> Page Schedules SECTION 1 DAY AND NIGHT M SECTION 2 M ULTIPLE S SECTION 3 D AY M ODE S SECTION 4 ADDITIONAL S SECTION 5 CHANGE CURRENT SCHEDULE BY T SECTION 6 H Ignore Holidays SECTION 7 SWITCH TO OR FROM H OLIDAY M SECTION 9 SET DATE OR TIME You can use the Today date field or the Time Now field to change the Screens Page Page SECTION 2 AWAITING A KEY Generally, when you sit down at the console, the system is turned on and Page Page Page . Ill transfer you now Page Page Page Access Code Options Expanded Transfer Options SECTION 8 APPLICATION SCREEN PAGE 6 Use Page 6 to configure system-wide pa rameters. Figure 18-11 Whom may I say is calling? Page Page SECTION 9 PERSONAL DIRECTORY S Page SECTION 10 ACCESS CODE O SECTION 11 EXPANDED TRANSFER O SECTION 12 G Message Group Directory Group Directory Menu SECTION 14 TRANSACTION D Transaction Boxes Page Interview Boxes Public Interview Box Voice Detect Page Page Page Page Page Page Security Codes SECTION 1 SECURITY CODES SECTION 2 SET A SECURITY C SECTION 3 USE A SECURITY C Security Codes and Other Security Issues SECTION 4 FORGOTTEN SECURITY C Page Subscribers SECTION 1 DEFAULT SUBSCRIBER S SECTION 2 THE FIRST-TIME ENROLLMENT C SECTION 3 THE PERSONAL D Page Page SECTION 4 ACCESS CODES W Page Page Page Set up the personal secretary featur e for a subscriber SECTION 7 A DD S The Main Steps to Add Subscribers Page Record a Name SECTION 8 P ERSONAL GREETINGS Page Record or Change Greetings SECTION 9 DELETE SUBSCRIBERS Page SECTION 10 THE SUBSCRIBER C Quick Keys Quick Option Menus Switch Setup SECTION 1 A SWITCH SETUP To view Switch Setup screen, sign in to the voice mail system and press Page Page SECTION 4 SET INTEGRATION O SECTION 5 SET DIALING CODES The voice mail system must know what codes to dial to access particular SECTION 6 CONTROL TOUCHTONE S SECTION 7 SET INCOMING CALL T SECTION 9 CONTROL DIAL-OUT T SECTION 10 CONTROL CALL H Max lines holding total/Max lines holding for ext SECTION 12 CONTROL LIVE R Page SECTION 15 SET THE VOICE D ETECT PARAMETER System IDs Page SECTION 2 SPECIAL SYSTEM ID G RANDY SANDY SECTION 3 RULES FOR SYSTEM ID Page Conflicting IDs Bad IDs SECTION 6 PLAN SYSTEM IDSEstimate what kind and how many System IDs you need, then design an Ranges of System IDs Operator Box ID Special System ID for Numbered Grou ps Match Extension # IDs with Extensio n Numbers RANDY SANDY 72639 Sample Boxes and Directories Page System Manager SECTION 2 SIGN IN AS SYSTEM M SECTION 3 CREATE SYSTEM M Page Transaction Boxes The Transfer Greeting Action Structure Transfer Greeting Action Example Delay between Single Digits SECTION 4 SAMPLE TRANSACTION B Page SECTION 5 THE TRANSACTION B OX O Create a Test Box Owner SECTION 6 ADD TRANSACTION B Page SECTION 7 R ECORD A N The Sales Box has 4 new messages. W ou ld you like to hear them? Box 700 has 4 new messages. Would yo u lik e to hear them? SECTION 9 SORT THE TRANSACTION D SECTION 10 OTHER TRANSACTION D Voice Detect SECTION 1 VOICE DETECT B Page Page Page SECTION 3 SET UP A VOICE D ETECT A Example: Use Voice Detect for Opera tor Transfers Page Page SECTION 4 ADD A VOICE DETECT B <Owner recorded name> is out tod ay. SECTION 5 DELETE A VOICE DETECT BOX OR ITS M Page Page SECTION 10 EXAMPLE OF AN ADVANCED VOICE D ETECT A Page Page Back Up and Restore SECTION 1 I SECTION 2 D SECTION 3 ARCHIVE FEATURE Description Feature Input/Output Archive Restore User Interface Archive Restore Operational Criteria SECTION 4 BACKUP FEATURE Description Feature Input/Output User Interface Backup Restore Configure Exit Reference A - 1 Access Codes i.e. except You have 3 new messages totaling 3 minutes, 20 seconds. Would you like to hear them? A - 2 Access Codes Would you like to hear them? Would you like to do anything else? Page Reference B - 1 Action Codes Reference C - 1 Call Transfer Options Switch Setup Call for <name> Call from <recorded name>. Console Shortcut Keys Page Special Dialing Characters Page Integration Option Codes SECTION 1 D D SECTION 2 D SECTION 3 SPECIAL TELEPHONE SYSTEM SETTINGS TM Im sorry. I did not hear your selection. Please ree nter your selection now. Page Page Page Page Hi, Ill be away on vacation until... Ill transfer you now. ...your message box has a message... Page Page voice names users