Holding Queue, Issue EliteMail VMS/EliteMail Limited | NEC 750370

Issue 3	EliteMail VMS/EliteMail Limited

The Holding Queue

The first caller in the holding queue is handled differently than other callers further back in the queue.

First in Line

If the caller is first in line for the extension, the voice mail system places the caller on hold with the Electra Elite. The caller hears music or silence, whichever the Electra Elite provides for holding calls. Periodically, the voice mail system tries the extension to see if it is still busy. If the extension is free, the voice mail system takes the call off hold and transfers it to the extension.

If the extension is still busy, the voice mail system waits for a brief period, then tries the extension again. If the extension remains busy after several tries, the voice mail system returns to the caller and asks if the caller wants to continue to hold. If the caller still wants to hold, the voice mail system repeats the holding cycle.

This holding cycle is not a camp-on feature. The voice mail system instead repeatedly tries the extension to see if it is still busy. The length of this holding cycle for the caller first in line is controlled by the values in the call holding fields shown in Figure 2-7 Call Holding

Fields on Switch Setup Screen Page 2. Second in Line or Further Back

Callers that are second in line or further back in the holding queue are not transferred to the Electra Elite. The voice mail system holds the call, until it can pass the call to the Electra Elite as a first-in-line caller.

These Callers hear a series of music-on-hold prompts. Each music- on-hold prompt can contain music or a special message that you record. When the caller first enters the holding queue second in line or further back, the caller hears the first music-on-hold prompt. At the end of this prompt, the voice mail system checks to see if the caller can move to first in line in the queue. The voice mail system then updates the caller status:

“<Name> is still on the telephone.”

“You are <second, third,...> in line. To continue to hold, press 1; to leave a message, press 2; or to try another extension, press the pound key.”

2 - 6

Call Hold, Transfer, and Screen

Image 84

NEC 750370 manual Holding Queue, Issue EliteMail VMS/EliteMail Limited

Contents

Page NEC America, Inc Walnut Hill Lane Irving, TX Section General Section Table of Contents Hardware Specifications Iii Hardware Description Section Installing Section Environmental Issue EliteMail VMS/EliteMail Limited To upgrade a VMS2-U10 ETU to VMS4-U10 ETUInstallation To upgrade VMS4-U10 ETU to VMS8-U10 ETU Section Upgrade Elite Mail Limited To 4-PORTS FMS -U10 ETU Section Install Modem KIT Unit FCC Part 68 and UL1459 Install Modem Kit Unit Section Overview VMS -U10 ETU FMS -U10 ETU Programming Iii Enter Programming Mode Section OverviewRequired For DVM From Port 01 or Then Assign Voice Mail Parameters Live Record Parameters Live Monitoring Parameters Assign DVM Extensions to Hunt DIT Assignment Allow Call Forwarding Programming Individual Stations Section Configuration Support EliteMail VMS/EliteMail Limited Issue VMS -U10 ETU shows the controls and indicators Section VMS Switches Reset KTU Switch SW1 Position DIP switchLED Indications Port status as follows Connectors ETU Controls Indicators Section FMS Switches Main power ON/OFF switch for the FMS -U10 ETU can be used to Chapter Introduction Issue 3EliteMail VMS/EliteMail Limited Table of ContentsFile Transfer Options File Menu Screen Files You May Transfer Transfer Files During File Transfer EliteMail VMS/EliteMail LimitedIssue Console Maintenance Iii List of Figures and Tables Section Disk for Remote Maintenance Section Remote Maintenance Telephone BookSection General Information Section Connect Host Remote Computers Section What YOU Need to Connect Section Hardware Section Before YOU Install Remote Maintenance Software Section Install Remote Version Maintenance SoftwarePress to cancel. If you do not know the COM port Cancel the procedurePage Section SET UP Remote Software Menu is displayed Phone Book Directory Screen -3 PhoneDirectory is displayed Book Entry Screen -4 Default Phone Book Entry is Default?/@A!=9==7901 Add Phone Book Entry for Each Host Computer Press to save the entry Console Maintenance Displayed -5 Adding Phone Book Entries 9721234567 EliteMail VMS/EliteMail Limited Issue Section Solve Problems After InstallationAppendix B Solving Problems Computer UsingRemoteMaintenance Section Start Remote Version Section Access Remote Maintenance Menus Remote Maintenance from Memory onSection Return to DOS Section Call Host Computer Format described in Install Remote Computer Software on Section USE Quick Connect Section Access Menus Disconnect from the Host Computer Section Unload Remote Maintenance from Memory Leave File Compression at OFF default Prepare for File TransferFile Compression Overwrite Verify $%% Set File Transfer OptionsFrom the Main Menu, press to select the Files option Press To select Options File Lists Status BoxPhone Book ID Local/Arrow/Host Tag or Untag a Group of Files Using DOS Wildcard Characters Functions LineTagging Files Tag or Untag Files Individually Tag or untag a group of files Section Transfer Files Between Host Remote ComputersYou may transfer files from one host computer to the remote Are not erased Move to right-hand list Move to left-hand listUp one file Down one file During File Transfer If the File Transfer Fails Section Other File Menu Functions Replog Files REPLOGd.m Computer without disconnecting from the host computer For advanced applications. This appendix explains how to Section Suspend Resume a session Operator ID NameDescription Telephone Number Section Take Screen Snapshots Press !repeatedly until you exit Remote Maintenance Copy a screenRefer to Figure A-2 Record/Playback Menu View a screen At the Support Menu, press .to select Record/Playback MenuPress .to select View Screen Images Section Special Keyboard Handling Section Follow Table Procedure Set Up Remote Software on Section Still Having Chapter Using This Book Chapter Guests Chapter Messages Reference Iii Chapter Operator Box Chapter Reports Chapter Screens Chapter Security Codes Reference Vii Viii Table of Contents Chapter System IDs Chapter Transaction Boxes Chapter Back Up and Restore List of Figures Xii List of Figures 11-7 12-113-1 14-1 Xiv List of Figures Subscriber Personal Greetings Fields 20-14 Feature Also Refer ToSection Reference Book You to additional, helpful information in this manual Using This Book On-line HelpSection Sign in to System Only System Managers may sign in at the computer console Set Up Call Holding Section Call HoldNumber of calls holding anytime or for any extension Can press 1 to hold for an extension Limited Call Hold, Transfer, and Screen Thevalues allowed in the Holding? field are YesVox Access code options I and J are unused for EliteMail Limited Subscribers Cannot Switch Holding Types by Telephone Call Holding ConversationTake-msg Holding Queue Setup Screen Holding CyclesCall Holding Parameters EXY1XWY1 Control the Number of Calls on Hold Controlling the First-in-Line Message Cycle An Example Playing Music-On-Hold Prompts TransferGreetingAction Structure Section Call Transfer 10 Call Transfer on the Operator Box Call Transfer Set Up Call Transfer Fields Extension # ID Subscribers Only System ID Boxes OnlyPage Changing Call Transfer by Telephone Section Screen CallsCall screening include IC Introduce and Confirm Set Up Call Screening for a Subscriber Limit the Call Screening Recording Recording FieldCall screening Max screening recording field. Refer to Directory Assistance Section Automatic Versus Numeric Directory Section Automatic Directory Assistance Turn On the Automatic Directory ID for Alpha Directory Turn Off the Automatic Directory Remove Subscriber from the Automatic Directory Use First Names in the Automatic Directory Prevent Subscriber From Changing Directory Listing Groups Screen To use first namesSection Numeric Directory Assistance Without letters Directory Groups Directory appears in all capital letters on the right sideRefer to Figure System Directory Menus Numeric directory assistance. Refer to Figure Numeric Directory Assistance Example Opening Greeting Set Up Numeric Directory Assistance Add a Directory Group or Directory MenuTo highlight Directory Assistance, and press Press To select Directory Group, or press to highlight Delete a Directory Group or Directory Menu Add Subscribers to a Group Directory Delete a Subscriber from a Directory Group Add a Choice to a Directory Menu LJ%&+,&#=%AAA&%3%5+-&+%!,#. &%+%03&A%1&+%5+A.CC15C Remove a Choice from a Directory Menu Sign in to the system and press repeatedly to display Application screenStartup field, press repeatedly to move the cursor to Menus Transaction Directory page for the departments box is shown You can use it as a model for any otherCall routing applications you might create Numeric Access Opening Greeting Recording Voice Fields Opening GreetingAutomatic Directory Assistance Numeric Section Offer Automatic Numeric Directory Assistance Differences Between Manual Automatic Faxes Manual faxesAutomatic faxes ?.A+U1KV1= Section Public FAX BOXConsole. Press To view Application screen Fax ID Voice nameTransfer? Alt Action Set Up the Public Fax Box Section Using Multiple FAX Machines Add the CNG Startup OptionSET the CNG Startup Option Enter CNG, then press to accept each option on Line When the system asks Add Guest for subscriber name? Y/N ADD a GuestConsole Section Delete a Guest Section Guest Conversation Guests and Message Groups Two-way messaging between the guest and the host subscriberMaking a separate call to the system Section Urgent Messages From Guests Section SET UP AN Interview BOX Section ADD Interview Boxes Interview Box Screen Telephone Night Sales box has a message for you Leave Message in an Interview Box Retrieve Message from Interview Box Delete AN Interview BOX Delete All Messages from Interview Box Numeric Access Wildcard KeyKeypad Maps on System L d#ca$%r d = Keypad Maps When to Change the Keypad Map ConsiderationsSection Check the Keypad MAP Directory Assistance Section SET UP Live Record SYSTEM-WIDE Electronic Message-Taking Section Customize Live Record AT Each Extension Function Description Button Mailbox. Refer to -2 Live Record Features Programmed at Section USE Live RecordSection Record After Transfer $977%8--%= %,*!% 9*%$*$ Section Feature KEY Press # to add or remove a code Press to close the windowSection Live Monitoring Section ENABLE/DISABLE Section Live Monitoring Operating Procedures To enable Live MonitoringTo cancel the Live Monitoring Feature when not in use To retrieve a call during the Live Monitoring Feature Identified Callers or Outside Callers Message Left by Left for One-Way Messages Two-way Messages Differences between One-way and Two-way Messages Public Messages Section Identify Yourself To the System System is listening for IDs or extension numbersSection Special Delivery Options Access Codes Control Special Delivery Options Urgent Messages from GuestsUrgent Messages from Outside Callers Section Message Life Cycle Newmessage Old message Archived messageNew Messages New messages are those not yet heard or saved as new. AfterPage ++99%3 Limited Also Refer To Message Delivery Conversation Set Message Delivery Fields Section Message Delivery Fields in the Message Delivery LinePage Page Special Dialing Characters Dialing External Telephone Numbers Override the Outdial Access Code Change Length of External Telephone NumbersPrioritized Message Delivery Dispatch Message Delivery Change Message Delivery by TelephoneEnter Pauses for Message Delivery by Telephone Set Default Urgent Message Delivery Number Keep Subscriber from Changing Message DeliverySet the System to Call a Pager Use Special Characters for Pagers Group Owner Group Members Differences between Private and Open GroupsPrivate Groups and Guests Dispatch Distribution Message Group Definitions Press To access the Groups Screen EliteMail VMS/EliteMail LimitedName Member name Differences between Named and Numbered Groups All Sales People Technical SupportTechnical Support Name Groups Created by Telephone Choose Group Names and Numbers Add Groups at the Console Add Group Members at the Console Remove Group Members at the Console Change the Owner of an Open Group at the Console Delete Groups or Group Messages at the ConsoleRemove Subscriber Owner Assign New Owner to System Group Assign Dispatch DistributionTo display the Groups Screen. Press or Keep Subscriber from Sending to Open Groups Create Message Groups by Telephone Code Message Notification and Delivery Section MessageNotification Constant Message Count Examples of Constant Message CountEliteMail displays Number of new Messages No New Messages Page Moves to a new source of messages in the message stack. For ExampleSeconds is announced as lasting 30 seconds After Each Message Is PlayedPage Page Redirect Procedure Archive or Delete a New MessagePage Touchtone KEY Effect on Message Playback Page Page EliteMail VMS/EliteMail Limited Issue Repeat Section Message Receipt Conversation Message Receipt Access Result Code Not affected by the B, X, or Z access code Leave MessagesMessage Types on Section Take a Message 4N000000000000000000000000X-9N System-Wide Message Fields MaE Page 16 Message-Taking Fields on Subscriber Personal Directory Messages Subscriber Default Fields Value Does this Use Access Codes to Control Subscriber Messages New Msgs 0 =000 Total 0 =000 Transaction Box Message Fields Take Messages in the Operator BoxTake Messages in Interview Boxes Set Fields for Subscriber Message Waiting Lamp Section Message Waiting Lamps Resetting message waiting lamps Set Fields for Message Waiting Lamps System-WideOn Now? 21 Port Status Page Use Message Waiting Ring Use Pager or Beeper Numeric Access Section SET UP System for Switch between Using Numbers and Using Letters Section Leave Messages by Number Field on Application Screen ID for numbered groups is a System ID, and must be uniqueDirectory Assistance Keypad Maps Messages Subscribers OpeningGreeting Prompts Opening Greeting PromptsUnlike other parts $Greeting transaction directory Section USE the Voice Detect Feature Route Outside Calls to Specific Message BOX Section Language Prompt Subdirectory Filename Avprmpt Subdirectory Location and Filename Change the Prompts Used for Quick Play Use Avprmpt file Shipped with the SystemCD PROMPT\US, and press Enter Copy AVPRMPT.2M AVPRMPT.US, and press Use Your Own List of Prompts in Quick Play QP=ALLQP=NONE QP= n 23-32 are*Lused in Quick Play Turn Off Quick Play Copy AVPRMPT.US AVPRMPT.OLD, and press Features Are described Operator System ID Transfer Assign the Operator Mailbox to an ExtensionSection Transfer Greeting Action Greeting Call Transfer FieldsFor details, refer to Appendix C Call Transfer Options Default Greetings Default ActionAction Section SET UP Multiple Operators Operator Messages Are Public MessagesOperator Box or Voice Detect. Then, in the Alternate System =131 2=132 3-4=135 Screens for the application screens Application Screen Page 2 for 4-Port System Port Status Section Port Status OptionsPage Section Control Number of Rings to Wait SET the DAY/NIGHT SET UP Public Interview BOX 333 Default Questions Public Interview Box ID $PMQuestion Max Reply Time Section Leave a Message Public Interview BOX Section SET UP Subscribers To Receive Public Messages Youcan delete all messages in the Public Interview BoxDelete Public Interview BOX Messages Delete all messages in the Public Interview Box Section Messages from Public Interview BOX Public Interview Box after they check all new messagesSingle message. a beep is recorded between each response Consecutive beeps, indicating no response SET Public Message Fields Refer to -2 Application Screen Page 6, with Public Message Also Refer To Section Location Various Voice Fields These recordings are located on several screensScreen. Refer to -1 The Voice Prompt Editor Screen Voice field for the opening greeting prompt is displayed Modes. Dual columns for Ports Day Section Record Tips To make high-quality recordings, follow these tips Section Make Voice Field RecordingsRecording A voice field involves the following steps Change Opening Greeting on page 15-6 for instructions Establish a Local Connection Record the Voice Field Listen to the Recording Section Change OpeningCopy from a voice field to a sound file Copy a sound file to a voice field Section Append to RecordingsFor Into current field Append a Beep Append Silence Cannot restore it unless you copied the recording in a Section Delete a Recording A Voice FieldIf you accidentally delete a recording you made, you Sound file Also Refer To Error Log Section Store Data for Reports Section Usage Reports Us ge Table When you run the us Ge table for Percentage equals the number of minutes the ports were busyDivided by the number of minutes they could h ve been busy. Times the number of ports on the system B8C Section Directory Reports ?7G Group Reports $%&%+ Membership 11 Directory Group List Section Call LOG This report calledReplog PRN file contains a record of each call placed to Refer to -14 Call Log Data Fields. Each call record Field Length Description Section Error LOG Section Previous ReportAscii text files, such as Readme files Section RUN Reports Access the Reports Menu Run a Usage ReportRun a Directory Report Press to highlight Subscriber Report, or Extension List, Run the Busy Ports or Error Log Report Section Choose the Report Output File that can be imported to other programsView a Report On Screen Search for Words and Phrases in Reports Copy the Report to a File Copy the report to a floppy diskPrevious Report Option Use the Previous Report Option to View Other Files Port Applications System IDs Details, refer to Back Up and Restore Telephone service is available ReferenceDAY and Night Modes Section Multiple Schedules DAY. Schedule #4 Section Additional Schedules Section Switch to or from Holiday Mode Ignore HolidaysSection Change Current Schedule by Telephone Section Holidays Section SET Daylight Savings Time Change the date or time by telephoneChange the date or time at a console Opening Greeting Operator Box Port Applications Section Banner Screen Screens and indicates w Limited Banner Screen Page Section Awaiting a KEY Few minutes System Screens Section Application Screen Site Name Name of your organization ContactVoice mail system answers all, some, or no trunks Screens Station Numbers Port Day/Night Schedule May Applied toApplications and Schedules BoxPage Take a Message on page 9-45. Send Msg Urgent? Message on Today’s Date Set date in this field Time Now Daylight Savings? Daylight savings time, the On Now? field is Yes UseApplication4 Personal ID Access Code Options Transfer on page 2-11, Screen Calls on page 2-16,Take a Message on Call Transfer on page 2-11, Screen Issue EliteMail VMS/EliteMail Limited Transfer Options / Screening OptionsInt = One key dialing #/+ +93 Refer to System IDs Message Groups on Section Personal Directory Screen 12 Personal Directory Screen Holding? Controls call holding. For details, refer to Call Hold on page 2-1. GreetingAction Section Access Code Options Telephone numbers. Refer to Message Delivery Press -, then press Expanded TransferCall Transfer on page 2-11and Section Screen Calls on Int Guests Subscriber from an outside caller. Refer to Take Message Group Section Groups ScreenDirectory menus At once. Refer to -16 a Message Group For details, refer to #CC Directory Menu For details, referTo Chapter Assistance Transaction Boxes Section Transaction Mode. Refer to Call Transfer on page 2-11and Screen Calls on Call Hold on Name Interview box spelled name Interview box unique System ID Screens 21 The Public Interview Box Voice Detect Includes a Voice Elll Move ba kward through the prompt sets Section Switch Setup Screen Switch NEC telephone system DescriptionOutdial Access Integration Options Pooled delay 25 Switch Setup ScreenPage Page Switch Setup Screen Refer to -26 Switch Setup ScreenAlsoRefer To Security Codes Personal ID Section SET a Security Code Security Codes and Other Security Issues Section USE a Security Code Section Forgotten Security Codes Directory page. Refer to -1 Personal Directory Page with a Delete a subscriber security code at the console Schedules Security Codes Section Default Subscriber Settings Features, message notification, and message delivery Telephone, add F to the Access field on Application screen Section FIRST-TIME Enrollment Conversation Section Personal Directory Personal DirectoryPage Lamps on page 9-54. On Now? Section Access Codes Window Methods by telephoneFor details, refer to Message Waiting Lamps on Description of each code Subscribers Remove an access code Section Expanded Transfer Options WindowHighlight the to the left of the description of the code Press %- , then press , and press Program Section Personal Set up the personal secretary feature for a subscriber Add Mailboxes Using the Telephone Main Steps to Add SubscribersAdd Subscribers Individually at the Console Add Many Subscribers by Range at the Console Enter Range of Extension # IDs Start Stop Constant prefix Constant suffix 647+% Record a Name =.+%% Greetings,# Record or Change Greetings Section Delete Subscribers Delete subscriber using the console Delete only subscriber messages using the consoleSort the Personal Directory Quick Keys Section Subscriber Quick Option Menus Switch Setup Section Automatic Switch Setup Section USE Online Switch Setup Help View online help for the Switch Setup ScreenEach Section Change Switch Switch Setup Help Screen Section SET Integration When the voice mail system is playing and recording messages Section Control Touchtone Sensitivity Section SET Incoming Call Timing Message waiting lamps are programmed on Switch Setup screen Dialtone DelaySection Control Message Waiting Lamps Section Control DIAL-OUT Section Control Call Holding SET the Call Holding Pattern +%5 Section Control Live Record Section SET UP Ring Detection SET Refresh Interval for Constant Message Count Max time to wait for voice Section SET the Voice Detect ParameterCall Hold, Transfer, and Screens Call Hold, Transfer, and Screen Call routing and audiotext features Screens Where they ResideSending messages to numbered groups Examples System IDSPage Section Special System ID For Numbered Groups Section Rules for System Section HOW the System Listens for IDS Listening for System IDsTouchtones to check Conflicting IDs Bad IDs ID Digits Unique IDS Ranges of System IDs Operator Box IDSpecial System ID for Numbered Groups Match Extension # IDs with Extension Numbers System ID Entity Screen Sample Boxes and Directories Section Personal IDS Security CodesNumbering plan you use for System IDs IDs, security codes are never displayed Security Codes Subscribers System Manager Transaction Boxes WHO can be a System MANAGER? Section Sign in AS System Manager Section Create System Managers Promote a subscriber to a System ManagerRemove System Manager status Screens Subscribers System IDs Section Improved System Manager Conversation System Manager to maintain Voice messaging system over Section Access a Transaction BOX To access a transaction boxSection Transaction Directory Sample Transaction Box Transfer Greeting Action Structure Sample Transaction Box Transfer Greeting Action Example Section ONE-KEY Dialing Delay between Single Digits You Can set System to Pause aNumber Seconds Change the time the system waits during one- key dialing Section Sample Transaction Boxes Technical support calls. These sample transaction boxes are Sample Sales Box Create a Test Box Owner Section Transaction BOX Owner Record Transaction Box Greetings by Telephone Section ADD Transaction Boxes Add Transaction Boxes by Range Sign in to the system, and press to access the Transaction Add Transaction Boxes One by OneSection Record a Name Section Delete a Transaction BOX or ITS Messages Delete transaction boxDelete messages for a transaction box Section Sort Transaction Section Other Transaction Subscribers System IDs Voice Detect Section Voice Detect Boxes ID $VOICE already added Section Handle Calls with a Reference Boxes Voice Detect Section SET UP a Voice Detect Application To set up a voice detect application Example Use Voice Detect for Operator Transfers Opening Greeting $Greeting Use voice detect before routing callers to the Operator Box For details, refer to Transaction Boxes M7c Section ADD a Voice Detect BOX Console Range of voice detect boxes cannot be added Plays the default alternate greeting Automatically after playing a voice detect box greetingSection Delete a Voice Detect BOX or ITS Messages You can delete a voice detect box, or just the box messages Set up the opening greeting for voice detect Delete the messages for a voice detect boxSection Voice Detect Section SET UP Voice Detect Call Holding Section Test the Voice Detect ApplicationSection Control HOW Long System Waits For Speech Wait for Voice Field Change the time outside callers can wait before speaking Section Example of AN Advanced Voice Example of Advanced Call Routing Using Voice Detect Also refer to Archive Feature DescriptionIntroduction Section Definitions Feature Input/Output RestoreArchive User Interface Backup Feature Operational CriteriaVPS again Intervals Backup Begin the backup/restore function Restore Configure Exit Access Codes Access Codes Menu Mode Exclusively Automatic Return Receipt Action Codes Call Transfer Options Console Shortcut Keys Page Special Dialing Characters Page Section Dialtone Detection Section DIAL-OUT Access Section Special Telephone System SettingsPage Access ActionAlphabetic Directory Alternate Greeting Day Mode DefaultAudiotext Messages Auto Dial Dtmf Extension # ID Follow-Along IDGreeting Greetings Held Message Interview BoxIntro Live Record Night Mode Message Box IntegrationMessage Delivery Message Group One-Key Dialing One-Way MessageOpening Greeting Option Set Personal Secretary PortPrivate Group Prompt Switch Screening OptionsSpelled Name Subscriber Voice Detect Voice FieldVoice Mail Voice Response