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www.nortelnetwo rks.com © 2000 Nortel Network s P0911 621 Issue 02 Enterprise Edge 2. 0 V oice Messaging Refe re nce G uide.
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P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Re ference Guide Contents Chapter 1 How to use this gu ide 7 Introduction 7 Conventions and symbols used in t his guide 8 Prerequisites 8 Chapter .
4 Contents Enterprise Edge 2.0 Voice Messaging Re fer ence Guide P0911621 Issue 02 Chapter 5 Greetings 25 Introduction 25 Types of mailbox greetings 25 Personal mailbox greetings 25 Information mailbo.
Contents 5 P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Re ference Guide Chapter 8 Ca ll Forwarding your calls 49 Introduction 49 Call Forwarding your calls to Enterprise Edge V oice Messagin.
6 Contents Enterprise Edge 2.0 Voice Messaging Re fer ence Guide P0911621 Issue 02 Chapter 11 Recording a call 79 Introduction 79 Using Call Record 79 Chapter 12 Enterprise Edge Voice Messaging Tips 8.
P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide How to use this guide Introduction Use the Enterprise Edge 2.0 Voice Messaging Referenc e Guide with the Enterprise Edge 2.0 Voice Messaging Quick Re ference Guide . The Enterprise Edge 2.
8 How to use this guide Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02 Conventions and symbols used in this guide The following conventions and symbols are used for describing.
P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide Using Enterprise Edge V oice Messaging Introduction Enterprise Edge Voice Messaging works with the Enterprise Edge system to provide an automated receptionist service.
10 Using Enterprise Edge Voice Messaging Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02 Enterprise Edge two line display telephones Enterprise Edge two line display telephones show you Enterprise Edge Voice Messaging commands and options.
Using Enterprise Edge Voice Messaging 11 P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide Enterprise Edge A T A 2 You cannot use a telephone attached to an Enterprise Edge ATA 2 for Enterprise Edge Voice Messaging System Administration tasks.
12 Using Enterprise Edge Voice Messaging Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02 For instance, the following display shows the Name : command line prompt: When you begin to enter the last name, the Name: command line prompt disappears.
Using Enterprise Edge Voice Messaging 13 P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide Automated Attendant The Automated Attendant acts as a receptionist for incoming calls . When enabled, the Automated Attendant answers your company’s incoming telephone lines depending on the time of day.
14 Using Enterprise Edge Voice Messaging Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02 Guest mailbox Guest mailboxes provide temporary employees and guests with access to internal messaging and call routing features. Guest mailboxes do not have an operating extension.
P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide Setting up your mailbox Introduction This chapter shows you how to set up your mailbox and describes the following topics: • In.
16 Setting up you r mailbox Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02 Initializing and opening your mailbox for the first time To initialize and open your mailbox for the first time: After your mailbox is initialized, record your Personal mailbox greetings.
Setting up your mailbox 17 P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide Opening your mailbox You can open your mailbox from: • your own exte nsion • another Enterprise Ed.
18 Setting up you r mailbox Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02 Mailbox Password Your password is from four to eight digits long and cannot start with zero. When you initialize Enterprise Edge Voice Mes saging, the default mailbox password is four zeros (0000).
Setting up your mailbox 19 P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide Company Director y The Company Directory is a list of mailbox owners on the Enterprise Edge Voice Messaging system. Before you can use your mailbox to receive messages, you must record your name in the Company Directory.
20 Setting up you r mailbox Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02 Assigning a T arget Attendant The person that you assign to answer your telephone is your Target Attendant. After you assign your Targe t Attendant, a caller who reache s your mailbox can press ‚ to speak with the Target Attendant.
P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide Fe atur e codes and mail box opt ions Introduction This chapter describes the Enterprise Edge Voice Me ssaging feature codes and .
22 Feature codes and mailbox options Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02 Note: If a caller who is leaving a message in a mailbox is interrupted, the part of the message that is recorded bef ore the interruption remains in the mailbox.
Feature codes and mailbox options 23 P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide Mailbox options To access the main mailbox menu, refer to the table Main Mailbox menu and options on page 23. The main mailbox menu options are described in the table Main Mailbox options on page 23.
24 Feature codes and mailbox options Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02 Table 2 Mailbox Administration options Display button Dialpad button Description page -- ⁄ Recording o r changing your name i n the Compan y Directory.
P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide Greetings Introduction This chapter describes mailbox greetings and how to record them.
26 Greetings Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02 Primary mailbox greeting Record your Primary mailbox greeting for everyday use. In this greeting include your name and a brief message explai ning to callers that you are unable to answer their cal ls.
Greetings 27 P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide Information mailbox greetings Information mailboxes greetings provide messages and announcements to callers. A caller is automatically disconnected after listening to an Information mailbox greeting.
28 Greetings Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02 To record your Primary or Alternate mailbox gre eting: 1. Press ƒ ·°⁄ to open your mailbox.
Greetings 29 P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide Choosing a P rimar y or Alternate mailbox greeting Primary mailbox greeting You record a Primary mailbox greeting after initi alizing your mailbox. If you record a Primary and an Alternate mailbox greeting, you need to choose which greeting plays.
30 Greetings Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02 Note : If you choose a greeting that is not yet recorded, you are transferre d back to the greeting options menu to record the greeting.
Greetings 31 P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide Deleting a Personalized mailbox gr eeting If you program Enterprise Edge Voice Messaging with a Personalized mailbox greeting that you no longer nee d, you can delete the Personalized mailbox gre eting.
32 Greetings Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02 Recording an Inf ormation mailbox greeting Before you record an I nformation mailbox greeting, you must determine what the greeting includes. As you prepare your greeting, be sure to include important times and dates.
P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide Access ing your message s Introduction This chapter describes accessing your messages and explains the following related topics: .
34 Accessing your messa ges Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02 Listening to your mailbox messages To listen to your messages: A number of options are available to you during and after listening to a message. The table Listening to your mailbox messages shows the options and when they are avai lable.
Accessing your messag es 35 P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide Next fl or ££ XX Plays the n ext message in y our mailbox . If used while a message is play ing, it stops pl aying the current message an d plays the nex t message in your mai lbox.
36 Accessing your messa ges Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02 Notes: 1. Because your mailbox has limited message storage space, delete any messages you no longer need. After a ce rtain time period, your saved messages are erased automatically.
Accessing your messages 37 P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide Call Screening Call Screening lets you determine who is calling before you accept the call. It applies only to external calls transferred from the Automated Attendant or from Custom Call Routing (C CR).
38 Accessing your messa ges Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02.
P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide Sending messa ges Introduction This chapter describes sending messages and explains: • Types of messa ges • About rec ording .
40 Sending messages Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02 About recor ding and sending a message Messages can be recorded and se nt using: • t he Open Mailbox featu.
Sending messages 41 P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide To access the Company Directory using the Leave Message f eature: 1.
42 Sending messages Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02 Message deliver y options Enterprise Edge Voice Messaging gives you five message delivery options: • Normal • Certified •U r g e n t •P r i v a t e • Timed Delivery Normal, Certified, and Private messages play in the order they are received.
Sending messages 43 P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide Assigning message deli very options using the Open Mailbox feature To assign message delivery options using the Open Mailbox feature: 1. Press CERT or ⁄ to assign th e Certified delivery option.
44 Sending messages Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02 Assigning message deli very options using the Leave Message featu r e To assign message delivery options usi.
Sending messages 45 P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide Recording and sending a message using the Leave Message featur e To record and send a message using the Leave Message feature: 6. Enter the mailbox number or Group List number of the person or Group you want to leave a message for.
46 Sending messages Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02 Replying to messages You can reply to internal message senders and to externa l message senders. To reply to a message f rom an external message sender, your company must subscribe to Caller ID (CLID).
Sending messages 47 P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide Replying to an external message sender You can reply to a message from an ex ternal message sender if your company subscribes to CLID. Before using the Reply option you must play the message.
48 Sending messages Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02 Forwarding a copy of a message to one or more recipients From the Main Mailbox menu you can forward a copy of a message during or afte r playing the message. When you forward a copy of a message to a mailbox, you can record an introduction to the message.
P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide Call For wa rding your calls Introduction This chapter shows the following ways that you can forward your calls: • Call Forward.
50 Call Forwarding your call s Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02 7. Press ⁄ to turn Call Forward on or off. Note: If Call Forward is on, the voice prompt says: “Calls will be answered immediately.” All calls to your telephone are now answered by Enterprise Edge Voice Messaging.
Call Forwarding your calls 51 P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide Call Forward on Busy overrides CLID If your Enterprise Edge telephone is assigned Call Forward on Busy, CLID information does not appear on the d i splay.
52 Call Forwarding your call s Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02.
P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide T ransferring calls Introduction This chapter describes transfer ring calls and explains: • Tra nsferring calls to an Enterpris.
54 Transferring calls Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02 To transfer a call to a mailbox from your Enterprise Edge telephone: 1. Press ƒ ·°fl . Do not press ˙ because the call is put on hold automatica lly. 2.
Transferring calls 55 P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide T ransferring calls from your mailbox to the Automated Attendant To transfer to the Automated Attendant from your mailbox, press £ at the Mai n Mailbox menu.
56 Transferring calls Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02 Outbound T ransfer You can set up Outbound Transfer to transfer a c aller who reaches your mailbox to a number that you assign.
Transferring calls 57 P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide To add special char acters on an Enterprise Edge one line display telephone, r efer to the table Adding special characters using an Enterprise Edge one line display telephone .
58 Transferring calls Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02 Optimizing Outbound Transfe r When Enterprise Edge Voice Me ssaging transfers a call to an ex ternal telephone number using Outbound Transfer, two lines are used.
Transferring calls 59 P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide Setting up O utbound Transfer to a phone number To set up Outbound Transfer to a phone number for the first time: Setting up Outbound Transfer to an extension To set up Outbound Transfer to an extension for the first time: 1.
60 Transferring calls Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02 Changing the Outbound Transf er parameters To change the Outbound Transfer paramete rs: 5. Press ADMIN or ⁄ to set up Outbound Transfer. 6. Enter the destination extension and press OK or £ .
Transferring calls 61 P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide Turning Outbound Transfer on and off You can turn Outbound Transfer on or off at any time afte r you set it up. Turning Outbound Transfer off does not affect any of its assigned parameters.
62 Transferring calls Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02.
P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide Of f-premise Message Notific ation Introduction This chapter descr ibes how to set up a nd change Off -premise Message Notifica t.
64 Off-premise Message Notification Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02 Off-premise Message Notification parameters You can set up the parameters for Off- premise Message Notification from any touch tone phone.
Off-premise Message Notification 65 P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide 8. Press OK or £ to accept the destination phone num be r. T he <x> represents the phone number. Pre ss ADD or ¤ to add special characters.
66 Off-premise Message Notification Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02 Setting up Of f-premise Message Notification to an extension To set up Off-premise Message Notification to an ex tension for the first ti me: 1.
Off-premise Message Notification 67 P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide 15. Press NEXT or £ to accept the start time that you entered. Press CHNG or ⁄ to change the start time. Steps 16 and 17 let you review the start and stop times.
68 Off-premise Message Notification Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02 Setting up O ff-premise Message Notifi cation to a pager number When you set up Off-premise Message Notification, you can add special charac ters to the destination pager number.
Off-premise Message Notification 69 P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide 7. Enter the destination pager number and press OK or £ . 8. Press OK or £ to accept the destination pager number. The <x> repre sents the pager number.
70 Off-premise Message Notification Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02 Changing Off-premise Message Notification To change the parameters of Off- premise Message N.
Off-premise Message Notification 71 P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide 9. Press OK or £ to accept the destination number (represented by <x> ). Press ADD or ¤ to add spe cial characters if the destination number is a phone or pager.
72 Off-premise Message Notification Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02 Changing the destina tion type fr om a pager to a tele phone or extensi on To change the Off-premise Message Notifica tion destination from a pager to a phone or extension (assuming that you have not entered a time range): 1.
Off-premise Message Notification 73 P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide Changing the destination type from phone or extension to a pager To change the Off-premise Message Notifica tion destination from a phone or extension to a pager: 1.
74 Off-premise Message Notification Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02 Setting up Off-premise Message Notification to more than one destination You can receive notification of a message a t a maximum of five different destination numbers assigned by you.
Off-premise Message Notification 75 P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide 12. Enter the time when Off-premise Message Notification is to stop. This is a fou r digit field. Any single-digit hour and minute must be preceded by a zero.
76 Off-premise Message Notification Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02 Deleting an Of f-premise Message Notifi c ation desti nation number If you have set up more than one destination number in Off-pr emise Message Notification, you can to delete the destinations.
Off-premise Message Notification 77 P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide Adding an Off-premise Message Notificatio n destination n umber You can add another destination number if you have more than one destination number.
78 Off-premise Message Notification Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02 T urning Off-premise Message Notification on a nd of f You can turn Off-premise Message Notification on or off at any time. If you turn Off-premise Message Notification off, you do not affect any of the assigned parameters.
P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide Recording a call Introduction ƒ ·°· lets you record an active telephone call and put the res ulting message in your mailbox. Before you activate the Call Record feature, a sk the parties on the call for permission to record the ca ll.
80 Recor d i n g a call Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02.
P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide Enterprise Edge V o ice Messaging T ips Introduction This chapter contains some easy to follow guidelines to optimize using Enterprise Edge Voice Messaging.
82 Enterprise Edge Voice Messaging Tips Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02 Exte nded Abse nce Gr eeti ng. Begin this greeting by announcing your vacation or travel pla ns. This gets the atte ntion of the ca ller. For e xample, “ Vacation alert! Hi, this is Marshall.
P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide T roubleshooting Introduction This chapter describes some problems that can occur when you use Enterpr ise Edge Voice Messaging. This chapter includes a list of typical problems and what to do if they occur.
84 Troubleshooting Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02 My name is not played in the Company Director y. Check to ens ure that your mailbox is initialized. If it is not initi alized, your name is not played in the Company Directory and your mailbox cannot receive any messages.
Troubleshooting 85 P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide Outbound Transfer does not work. Ensure that you have recorded the corr ect instructions for callers in your personal greeting. In your greeting, tell callers to press ‡ to reach you.
86 Troubleshooting Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02.
P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide Appendix A : Def ault val ues an d tone command s Default mailbox number s for the General Delivery mailbo x s If the Group List leading digit is one then the default General Delivery mailbox numbers begin with two.
88 Appendix A: Default values and tone commands Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02.
P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide Glossar y Administration The tasks involved in maintaining the Enterprise Edge V oice Messaging mailboxes, greetings and set up configuration. Alternate gr eeting A greeting recorded for a Personal mailbox and played on occa sions such as absence, illness, or vacation.
90 Glo ssary Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02 Designated Operat or An individual in a company who is assigned to answer the Enterprise Edge Voice Messaging Operator Request option.
Glo ssar y 91 P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide Group L ists A collection of mailbox numbers assigned to a special group name and number by the System Administrator. If a message is sent to a Group List, each mailbox in the list rece ives the same me ssage.
92 Glo ssary Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02 Never Full mailboxes Your Enterprise Edge Voice Messaging mailbox is equipped with the Never Full mailbox feature, which lets an externa l caller leave a message in your mailbox, e ven if the mailbox is “full”.
Glo ssar y 93 P0911621 Issue 02 Enterprise Edge 2. 0 Voice Messaging Reference Guide Resetting passwords A System Administrator task that changes a mailbox password from its current setting back to the Enterprise Edge Voice Messaging default setting 0000 (four zeros).
94 Glo ssary Enterprise Edge 2.0 Voice M essag ing Reference Guide P0911621 Issue 02.
P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Re ference Guide Index A Activating Call Forward wi th Caller ID 49 Outbound Transfer 61 Adding spe cial char acters pause char acters 69 to a des.
96 Index Enterprise Edge 2.0 Voice Messaging Re fer ence Guide P0911621 Issue 02 E Entering a destination number 56 Enteri ng chara cters on command lin e 11 Enterprise Edge ATA 2 no Message Waiting N.
Index 97 P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Re ference Guide Private 42 Timed Delivery 42 Urgent 42 Message Waiting Notification not availabl e with E nterprise E dge ATA 2 11 Messa.
98 Index Enterprise Edge 2.0 Voice Messaging Re fer ence Guide P0911621 Issue 02 R Recording Alter nat e gree ting 27 Personaliz ed greeti ng 30 Primary gr eeting 27 your name i n the Compan y Directo.
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