EliteMal VMS/EliteMail Limited Technician Guide

Contents of this manual are subject to change without prior notice at the discretion of
NEC America, Inc. This document has been prepared for the use of employees and
customers of NEC America, Inc. and may not be reproduced without prior written
approval of NEC America, Inc.
EliteMail and Electra Elite are trademarks of NEC America, Inc.
Copyright 1999

NEC America, Inc.
1555 Walnut Hill Lane
Irving, TX 75038
Business Terminals Division

Preface
SEC
TION 1

GENERAL
INFORMATION
The EliteMail VMS/EliteMail Limited system is people oriented, and speeds
communication between people using the very latest technology.
This system has a set of manuals that provide all the information necessary to
install and support the system. The manuals are described in this preface.
SEC
TION 2

THIS MANUAL
This manual provides general information about the system features,
configuration, and standards. Sections of this manual include:

Hardware Specifications
Describes installation and operation of VMS(2)/(4)/(8)-U10 and
FMS( )-U10 ETUs.

Programming
Provides Memory Block assignment to program VMS(2)/(4)/(8)-U10 or
FMS( )-U10 ETU.

Console Maintenance
Provides procedures for all local and remote maintenance.

Reference
Provides detailed information to enable the technician to set up and
maintain the EliteMail VMS/EliteMail Limited system.

Glossary
Defines terms used in this guide.
SUPPORTING
DOCUMENTS
EliteMail VMS/EliteMail Limited Job Specifications Manual (Stock
Number 750176-1)
Provides detailed information to tailor the application to the customer's needs.

List of Figures
Figure 2-1
DSP-F-21 Unit Installation ............................................................................................. 2-2
Figure 2-2
FMS( )-U10 ETU .......................................................................................................... 2-4
Figure 2-3
Install Modem Kit Unit ................................................................................................... 2-6
Hardware Specifications
iii

Hardware Description

The EliteMail VMS, VMS( )-U10 ETU, is a 2-port, 4-port, or 8-port
interface that can be installed in any interface slot in the Electra Elite
system. The 2-port or 4-port configuration includes one digital signal
processor (DSP); the 8-port configuration requires an additional DSP-F-21
Unit.
The EliteMail Limited, FMS( )-U10 ETU, is a 2- or 4-port interface that can
be installed in any interface slot in the Electra Elite system.
This electronic telephone unit is a PC platform installed in the Electra Elite
system and contains hard disk space for voice recording storage and
application software. A digital signal processor/voice processing section
handles the following functions:

DTMF detection

DTMF generation

General tone detection

FAX CNG tone detection

PCM compression for audio recording/playback

Automatic gain control (AGC)

A serial port capable of direct connect speeds up to 19.2 Kbps.
The number of EliteMail ports installed has a direct impact on the total
number of system ports available.
Hardware Specifications
1 - 1

Installation

SECTION 1

PRECAUTIONS
The ETUs used in this system make extensive use of CMOS technology
that is very susceptible to static electricity. Static discharge must be
avoided when handling ETUs. Always use the following precautions:

Wear a grounded wrist strap anytime you handle an ETU.

Make all ETU DIP switch setting changes before inserting the ETU in
the KSU.

Carry ETU in a conductive polyethylene bag to prevent static
electricity damage.
S
ECTION 2

ENVIRONMENTAL
CONDITIONS
The following temperature and humidity variances apply for
VMS/FMS( )-U10 ETU operation:

Operating temperature: +32º to 85º F (0º ~ 29.5º C)

Long-term temperature: +50º to 80º F (10º ~ 26.7º C)

Operating humidity: 10% to 90% (noncondensing)
S
ECTION 3

INSTALLING THE
DSP-F-21 UNIT ON
THE VMS(4)-U10
ETU
To upgrade a VMS(2)/(4)-U10 ETU to 8 ports, the DSP-F-21 must be
installed. When the VMS(8)-U10 ETU is purchased, the DSP-F-21 is
installed at the factory. Refer to Figure 2-1 DSP-F-21 Unit Installation.
Hardware Specifications
2 - 1

Issue 3
EliteMail VMS/EliteMail Limited
To upgrade a VMS(2)-U10 ETU to VMS(4)-U10 ETU
1.
Connect the PC to the VMS( )-U10 ETU.
2.
Shut down the Voice Mail Application.
3.
From the C:\VMAIL prompt, enter ACTIVATE.
4.
Enter the Activation Code. (Call NEC customer service for this code).
5.
Restart Voice Mail system.
Piggyback on ETU
(DSP-F-21 Unit)
Auxiliary DSP
Figure 2-1 DSP-F-21 Unit Installation
2 - 2
Installation

EliteMail VMS/EliteMail Limited
Issue 3
To upgrade VMS(4)-U10 ETU to VMS(8)-U10 ETU
1.
Verify that the HDD LED on the VMS(4)-U10 ETU is off.

2.
Verify that the BCLR LED is green.
3.
Turn off the MB (Make Busy) switch and verify that the MB LED is
on.
4.
Wear a grounding strap when removing the VMS(4)-U10 ETU from
the Electra Elite KSU.
5.
Locate connectors J10 and J8 on the left side of the ETU, and press
down on the DSP-F-21 Unit until a secure connection is made.
6.
Return the ETU to the KSU.
7.
Turn the MB Switch on.
8.
Connect the PC to the VMS( )-U10 ETU.
9.
Shut down the Voice Mail Application.
10.
From the C:\VMAIL prompt, enter ACTIVATE.
11.
Enter the Activation Code. (Call NEC customer service for this code).
12.
Restart the Voice Mail system.

To upgrade from VMS(2)-U10 to VMS(8)-U10, perform upgrade
from VMS(2)-U10 to VMS(4)-U10, and then perform upgrade
from VMS(4)-U10 to VMS(8)-U10.
S
ECTION 4

UPGRADE
ELITEMAIL LIMITED
TO 4-PORTS
The EliteMail Limited hardware is shown in Figure 2-2 FMS( )-U10 ETU.
To upgrade from 2-port to 4-port configuration:
1.
Connect the PC to the FMS( )-U10 ETU.
2.
Shut down the Voice Mail Application.
3.
From the C:VMAIL prompt, enter ACTIVATE.
4.
Enter the Activation Code (Call NEC Customer Service for the code).
5.
Restart the VoiceMail system.
Hardware Specifications
2 - 3

Issue 3
EliteMail VMS/EliteMail Limited

Figure 2-2 FMS( )-U10 ETU
2 - 4
Installation

EliteMail VMS/EliteMail Limited
Issue 3
S
ECTION 5

INSTALL MODEM
KIT UNIT
The Modem Kit Unit provides remote connection. To install the Modem Kit
Unit refer to Figure 2-3 Install Modem Kit Unit. The VMS( )-U10 ETU is
shown, but the Modem Kit Unit can also be installed in connectors J2 and
J3 on the FMS( )-U10 ETU.
1.
Verify that the HDD LED on the VMS/FMS( )-U10 ETU is off.
2.
Verify that the BCLR LED is green.
3.
Turn off the MB (Make Busy) Switch and verify that MB LED is Off.
4.
Wear a grounding strap when removing the ETU from the Electra
Elite KSU.
5.
Locate connectors J2 and J3 on the right side of the ETU, and press
down the Modem Kit Unit board until a secure connection is made. If
changing from local to remote connection, place DIP switch SW1,
position 3 down (On).

When DIP switch SW1, position 3 is on, COM1 cannot be used for
direct connection.
6.
Return the ETU to the KSU.
7.
Turn the MB Switch on.

FCC Part 68 and UL1459
The Modem Kit Unit must be used behind an Electra Elite system with
an SLI(8) -U10 ETU or SLT(1)-U10 ADP. It is not approved for FCC
Part 68 and UL 1459; therefore, it should not be directly connected to
the PSTN (CO line).
Hardware Specifications
2 - 5

Issue 3
EliteMail VMS/EliteMail Limited
Figure 2-3 Install Modem Kit Unit
2 - 6
Installation

List of Figures
Figure 1-1
VMS( )-U10 ETU ........................................................................................................... 1-7
Figure 1-2
FMS( )-U10 ETU .......................................................................................................... 1-9
Programming
iii

Programming

SEC
TION 1

OVERVIEW
The VMS ETU is recognized by the Electra Elite system as having four or
eight digital voice mail (DVM) ports; therefore, make all assignments
required for DVM.

The FMS( )-U10 ETU has only four ports
1.
Install VMS/FMS( )-U10 ETU.
2.
Program the telephone system to support digital voice mail (DVM).
Enter Programming Mode
1.
From Port 01 or 02,
2.
Then
3.
Dial

Graphic key face (e.g., ) means press indicated key.
Assign Function Keys
Program Memory Block 4-12, Line Key Selection for Telephone Mode.
This program assigns line keys as feature access keys that are used for
live record. Each live record must have a feature key assigned as follows:
1.
Press LK4.
2.
Dial
3.
Press followed by the port number of the extension to
program.
4.
Enter line key number (e.g., ).
5.
Press LK6 and key number to assign the line as feature access.
6.
to write data and advance to the next line key number.
7.
Repeat Steps 5 and 6 for each line key.
8.
Repeat Steps 3~7 for remaining extensions that require live record.
9.
.
Programming
1 - 1

Issue 3
EliteMail VMS/EliteMail Limited
Assign Voice Mail Parameters
Program Memory Block 7-1, Interface Slot Assignment. This program
assigns the VMS/FMS( )-U10 ETU to the right slot.
1.
Press LK7.
2.
Press LK1.
3.
Enter the slot number of the VMS/FMS( )-U10 ETU.

Page 3 LK3 for 2 or 4 ports; Page 3 LK4 for 8 ports.
4.
Press LK7 (Digital Voice Mail).
5.
to write data and advance to the next port number.
6.
Repeat Steps 4 and 5 for remaining DVM extensions.
7.
.

If installing VMS/FMS(2)-U10 ETU, make the assignment as VMS/
FMS(4)-U10 ETU.
Program Memory Block 4-10, Station Number Assignment. This program
assigns the extension numbers to the VMS/FMS( )-U10 ETU ports
connected to the DVM as Follows:
1.
Press LK4.
2.
Dial
3.
Press followed by the port number of the first ESI port
connected to the DVM.
4.
Enter the extension number to assign.
5.
to write data.
6.
Press .
7.
Enter the next DVM port number.
8.
Dial
9.
Repeat Steps 4~8 for remaining DVM ports.
10. .
Live Record Parameters
Program Memory Block 1-8-08, Class of Service (Station) Feature
Selection 2. This program selects the live record feature per class of
service as follows:
1.
Press LK1.
2.
Press LK8.
1 - 2
Programming

EliteMail VMS/EliteMail Limited
Issue 3
3.
Dial .
4.
Enter the class of service number.
5.
, , to advance to page 4.
6.
Press LK5 to enable live record for that class of service.
7.
to write data.
8.
Repeat Steps 4~7 for each class of service.
9.
.
Program Memory Block 3-45, Live Recording Trunk Selection. This
program selects live record feature trunk-by-trunk as follows:
1.
Press LK3.
2.
.
3.
Dial .
4.
Press followed by the CO/PBX line number.
5.
Press LK2 to allow live record on this CO/PBX line.
6.
to write data.
7.
Repeat Steps 2~6 for each CO/PBX line that requires live record.
8.
.
Live Monitoring Parameters
Program Memory Block 1-8-08, Class of Service (Station) Feature
Selection 2. This program selects the live monitoring feature per class of
service as follows:
1.
Press LK1.
2.
Press LK8.
3.
Dial .
4.
Enter the class of service number.
5.
, , to advance to page 5.
6.
Press LK6 to enable live monitoring for that class of service.
7.
LK6 LED remains on while live monitoring is enabled.

This feature is available on the FMS( )-U10 ETU as an upgrade
option only.
Programming
1 - 3

Issue 3
EliteMail VMS/EliteMail Limited
Assign DVM Extensions to Hunt
Program Memory Block 4-14, Intercom Master Hunt Number. This
program assigns the first DVM extension as the pilot number as follows:
1.
Press LK4.
2.
Dial .
3.
Press followed by the port number of the first DVM
extension.
4.
Press LK2 to assign the DVM port as master hunt.
5.
to write data.
Program Memory Block 4-15, Intercom Master Hunt Number Forward
Assignment. Assign this number as follows:
1.
Enter the extension number of the second DVM port.
2.
.
3.
Press .
4.
Dial .
5.
.
6.
Enter the extension number of the next
DVM port.
7.
Repeat Steps 2~6 for each DVM extension.
8.
to write data.
9.
.
DIT Assignment
Program Memory Block 3-42, DIT Assignment. This program sets up the
DVM to be an automated attendant as follows:
1.
Press LK3.
2.
.
3.
Dial .
4.
Press followed by the first CO line to ring to the
DVM.
5.
Enter the extension number of the first DVM port.
6.
to write data.
7.
Press .
1 - 4
Programming

EliteMail VMS/EliteMail Limited
Issue 3
8.
Dial .
9.
to advance to the next CO line.
10. Repeat Steps 5~9 for each CO line to ring the DVM.
11.
to write data.
12. .
Allow Call Forwarding
Program Memory Block 1-8-08, Class of Service (Station) Feature
Selection 2. This program selects Call Forward Busy/No Answer feature
as follows:
1.
Press LK1.
2.
Press LK8.
3.
Dial .
4.
Enter the Class of Service number.
5.
.
6.
Press LK5.
7.
to write data and advance to the next Class of Service.
8.
Repeat Steps 5~7 for each Class of Service that requires Call
Forward Busy/No Answer.
9.
Hang up.
Programming Individual Stations
Call Forward.
Program Individual stations for Call Forward as follows:
For Busy/No Answer:
1.
Go off hook.
2.
Dial followed by the extension number of the first DVM port.
3.
Hear confirmation tone.
4.
Hang up.
For all Calls:
1.
Go off hook.
2.
Dial followed by the extension number of the first DVM port.
3.
Hang up.
Programming
1 - 5

Issue 3
EliteMail VMS/EliteMail Limited
SEC
TION 2

CONFIGURATION
SUPPORT
Applications
Automated Attendant/Voice Mail with call
forwarding (release transfer)
Automated Attendant/voice Mail without call
forwarding (Await answer transfer)
Voice Mail only ( No transfer)
Message Notification
Through message waiting lamps
Call Forwarding
Supported
Operator Console
100 (default)
Positive disconnect: Digital Signal
Hardware
One VMS( )-U10 ETU for 2, 4, or 8 DVM
extensions
One FMS( )-U10 ETU for 2 or 4 extensions
Connections
Connects to backplane connector of the ESU
Telephone
One of the following phones is required for
programming the Electra Elite system data:
ETW-16DC-1/2 (BK)/(SW)
ETW-16DD-1/2 (BK(/(SW)
ETW-24DS-1/2 (BK)/(SW)
DTU-8D-2(BK)/(WH)
DTU-16D-2 (BK)/(WH)
DTU-32D-2 (BK)/(WH)
DSP-F-21 UNIT
Four additional voice mail ports
VMS( )-U10 ETU only
MDM-F-20 UNIT
For remote connection
1 - 6
Programming

EliteMail VMS/EliteMail Limited
Issue 3
SEC
TION 3

VMS
ETU CONTROLS AND
INDICATORS
Figure 1-1 VMS( )-U10 ETU shows the controls and indicators.

The 8-port VMS KTU is shown
Option Kit (purchased
with a 4-port auxiliary DSP
separately) is required
installed. For 2/4 ports, the
for remote maintenance.
auxiliary DSP is not installed.
DIP Switch
Up = Off
Down = On
9-pin RS-232
COM2 Ports
Modem Port RJ-11
Make Busy Switch
COM1 Local
Connection
Figure 1-1 VMS( )-U10 ETU
Programming
1 - 7

Issue 3
EliteMail VMS/EliteMail Limited
SEC
TION 4

VMS
LED INDICATIONS
The front edge of the VMS ETU has 12 LEDs. LEDs CH1 ~ CH8 indicate
port status as follows:

Off
Port idle or not used

On
Port busy
The Live LED is red if the KTU is receiving power.
When the MB LED is on, the VMS( )-U10 ETU can be removed.
The DOS (BIOS) LED is red if a BIOS error has occurred.
The bicolor (BCLR) LED indicates the application status.

Red
DOS started (VM application not ready)

Green
VM application is running

Orange Error

If BCLR LED is orange, check error type on console screen. After
error is corrected, this LED automatically changes to green.
Do not connect the link between the console and the KTU until BCLR turns
green during booting
The hard disk drive (HDD) LED flashes red when HDD is active.

Do not reset the KTU while the HDD LED is flashing.
SEC
TION 5

VMS SWITCHES
The main power ON/OFF switch for the VMS( )-U10 ETU can be used to
reset the KTU.

Switch SW1 4-position DIP switch:
1
Normally off (on to enable COM1).
2
Normally off. When 1 and 2 are both on, COM1 is enabled for
HOSTKEY and the VM application stops working (Maintenance).
3
On COM2 (Remote/RJ11)
Off COM1 Local connection
4
Normally off (On to boot up to DOS prompt).
If switch SW1, position 1, 2, 3, or 4 is changed, the ETU must be
rebooted (MB switch off, then on).
1 - 8
Programming

EliteMail VMS/EliteMail Limited
Issue 3
SEC
TION 6

VMS/FMS
CONNECTORS
9-pin RS232(COM 2)
Not Used (MDM-U10 Unit)
RJ11 modem port (COM 2)
Remote connector on serial interface
(MDM-U10 Unit)
9-pin RS232(COM1)
Local serial connector on main ETU for
direct connection
SEC
TION 7

FMS
ETU CONTROLS AND
INDICATORS
Figure 1-2 FMS( )-U10 ETU shows the controls and indicators.
DIP Switch
Up = Off
Down = On
Make Busy
Switch
COM1 Local
Connection
Figure 1-2 FMS( )-U10 ETU
Programming
1 - 9

Issue 3
EliteMail VMS/EliteMail Limited
SEC
TION 8

FMS
LED INDICATIONS
The front edge of the FMS ETU has 8 LEDs. LEDs CH1 ~ CH4 indicate
port status as follows:

Off
Port idle or not used

On
Port busy
The Live LED is red if the KTU is receiving power.
When the MB LED is on, the ETU can be removed.
The DOS (BIOS) LED is red if a BIOS error has occurred.
The bicolor (BCLR) LED indicates the application status.

Red
DOS started (VM application not ready)

Green
VM application is running

Orange Error

If BCLR LED is orange, check error type on console screen. After
error is corrected, this LED automatically changes to green.
Do not connect the link between the console and the KTU until BCLR turns
green during booting
The hard disk (HD) LED flashes red when Flash Disk is active.

Do not reset the KTU while the HD LED is flashing.
SEC
TION 9

FMS SWITCHES
The main power ON/OFF switch for the FMS( )-U10 ETU can be used to
reset the KTU.

Switch SW1 4-position DIP switch:
1
Normally off (on to enable COM1).
2
Normally off. When 1 and 2 are both on, COM1 is enabled for
HOSTKEY and the VM application stops working (Maintenance).
3
On COM2 (Remote/RJ11)
Off COM1 Local connection
4
Normally off (On to boot up to DOS prompt).
If switch SW1, position 1, 2, 3, or 4 is changed, the ETU must be
rebooted (MB switch off, then on).
1 - 10
Programming

Introduction

S
ECTION 1

GENERAL
INFORMATION
Console Maintenance is used for all local and remote maintenance. A
computer is used to control a customer voice mail system, monitor operation,
and transfer files back and forth as needed. Console Maintenance display lets
you solve problems on the voice mail computer system without visiting a
customer site (using optional modem).
S
ECTION 2

CONNECT HOST
AND REMOTE
COMPUTERS
The computer controlling a Remote Maintenance connection is the remote
computer. The other computer voice mail system under the control of the
remote computer, is the host. The remote computer is linked to the host
computer by modem or direct link. When a connection is made between the
host and the remote computer, the remote computer screen reflects on-screen
changes for the host computer. The keyboard on the remote computer can
also remotely control the host.
S
ECTION 3

DISK FOR REMOTE
MAINTENANCE
The disk contains the remote software, for the remote computer. The host
software for the voice mail system is preinstalled. If the remote software is not
installed on the remote computer, console maintenance cannot be performed.
S
ECTION 4

REMOTE
MAINTENANCE
TELEPHONE BOOK
Each computer with Remote Maintenance installed also has a Remote
Maintenance Telephone Book. This online telephone book contains the
settings for that particular computer COM port, modem, login, and password.
On remote computers, the telephone book also contains the name, telephone
number, and other information necessary to complete a connection to each
host computer it is set up to contact.
Console Maintenance
1 - 1

Issue 3
EliteMail VMS/EliteMail Limited

SECTION 5

WHAT YOU NEED TO
CONNECT THE
COMPUTER
If the remote computer is linked to the host computer using a modem, the
following items are required for the remote computer before connections
can be made:

MDM-U10 Unit

Single Line Telephone port for the modem

Remote Maintenance software
If linking the remote computer to the host computer using direct connect,
the Serial cable included with the VMS/FMS( )-U10 ETU is required.

SECTION 6

CONNECT A MODEM
For Remote Maintenance to work, each computer must have its own
modem. The host version of Remote Maintenance is already installed on
the VMS/FMS( )-U10 ETU. The optional MDM-U10 Unit must be installed
for remote maintenance.

SECTION 7

HARDWARE
CONNECTION OPTIONS
The following options are available:

Direct connect using serial cable
The cable (included) requires a DB-9 connector. This serial cable
connects the EliteMail VMS/EliteMail Limited card to a serial port on
the remote computer.

Remote connect using MDM-U10 Unit
An RJ-11 connector is required to plug in a telephone extension.

SECTION 8

USE THIS GUIDE
This guide explains how to install the Remote Maintenance software on a
remote computer. It also explains how to use the Remote Maintenance
software to link the computers and transfer files.
1 - 2
Introduction

Install the Remote
Computer Software

S
ECTION 1

BEFORE YOU
INSTALL REMOTE
MAINTENANCE
SOFTWARE
Before you install the remote version of Remote Maintenance software:

If you are connecting remotely, verify that a modem is correctly installed
on the remote computer.

Determine which COM port the modem or direct connection uses.

Verify that you have the Remote Maintenance remote software disk.
S
ECTION 2

INSTALL THE
REMOTE VERSION
OF REMOTE
MAINTENANCE
SOFTWARE
1.
Verify that you are in the drive where you want to install Remote
Maintenance.
2.
Insert the remote Remote Maintenance Disk in the A: floppy drive.
3.
Enter A:INSTALL, and press .
4.
Enter Y, and press to confirm that you want to continue, or enter
N, and press to cancel. If you do not know the COM port,
cancel the procedure.
5.
When the system asks:
Okay to install the remote maintenance option? (Y/N), enter Y, and press
.
Console Maintenance
2 - 1

Issue 3
EliteMail VMS/EliteMail Limited
6.
When the system asks:
Do you want to use a direct serial connection? (Y/N),
enter Y, and press if using direct connection, and go to the
next step. Enter N, and press if using remote connection, and
go to step 9.
7.
When system asks:
Do you know which COM port to use? (Y/N),
enter Y, and press . Copying remote maintenance files is
displayed.
8.
When system asks:
Should direct connect use COM1? (Y/N),
enter Y, and press . Go to step 13.
9.
When the system asks:
Has a modem been installed on this PC? (Y/N),
enter Y, and press . If you have not installed a modem, enter
N, and press to cancel.
10. When the system asks:
Do you know the modem COM port?,
enter Y, and press .
11.
When the system asks:
Is your modem assigned to COM1? (Y/N),
enter N, and press .
12. When the system asks:
Is your modem assigned to COM2? (Y/N),
enter Y, and press .
13. After you identify the modem COM port, the program copies Remote
Maintenance on the computer hard disk and also creates a batch file
(RR.BAT) in the root directory of the hard disk.
14. After Remote Maintenance is installed, remove and store the remote
maintenance disk, and set up software.
2 - 2
Install the Remote Computer Software

EliteMail VMS/EliteMail Limited
Issue 3

SECTION 3

SET UP REMOTE
SOFTWARE
Before using the remote software, set up the online telephone book. To
do this, set up a default telephone book entry. After setting the default,
add the rest of the telephone Book entries (one for each host computer
you plan to access). To make adding entries faster, the default settings
are automatically copied to each new telephone book entry for you. All
you have to add is the host computer name and telephone number.
3.1
Set the Default Telephone Book Entry
To ensure the default settings are correct:
1.
At the DOS prompt, run the Remote Maintenance software.
Change to the root directory of the C: drive (or the drive
where you installed the software). Enter RR, and press
. A Banner Screen is displayed briefly, then the DOS
prompt is displayed again.

!"#$ %& '()'* +$ , # +

,, #$ -. /0 + 1+ #

2,3214$43
5++ /

$%

2.
Press - . (The right Shift key does not work for
this). The Main Menu (Figure 2-1 Main Menu) is displayed.

!"# $

% &' (

) * +,$

- +((

. /(0

1 2

34
Figure 2-1 Main Menu
Console Maintenance
2 - 3

Issue 3
EliteMail VMS/EliteMail Limited
3.
Press to select the Call Menu option. Figure 2-2 Call
Menu is displayed.
4.
If you press the wrong function key and want to try again,
press to return to the Main Menu.

! "#

$ %& !

' (

)*
Figure 2-2 Call Menu
5.
Press to select the Phone Book Menu option. The
Phone Book Directory Screen (Figure 2-3 Phone Book
Directory) is displayed.

!

"
#!#
$%%&
'%''%''

()
********************************************************************************
*" +*********** ,-******
*
*********** #."+
******
*
" +*****
******
*

*****
******
*

,- +
*****
******
*

*****
******
*

. "//
0 *****
******
*

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;4>< !29 ?3 : , 2 5 35 ,@ 45/ 50 ;5:< != / ! 47?3 5 79 :

()
Figure 2-3 Phone Book Directory
6.
Verify that the DEFAULT entry in the Phone Book directory is
selected. If necessary, use the arrow keys to highlight it.
2 - 4
Install the Remote Computer Software

EliteMail VMS/EliteMail Limited
Issue 3
7.
Press again to select the Change option. The Phone
Book Entry Screen (Figure 2-4 Default Phone Book Entry) is
displayed. The NAME field on this screen should read
DEFAULT. If this screen does not appear, press until
you return to the Main Menu, and try again from step 3.

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8.
Press . This moves the cursor from the NAME field
to highlight the COM Ports section at the bottom of the
screen.
9.
Look at the PORT field. The number should be the same as
the COM port you specified during the installation procedure
(e.g., 2 for COM2).
10.
If the port number is incorrect, press repeatedly to show
the correct number.
11.
Look at the BAUD field immediately below the PORT field.
The number in this field should be 2400 for remote
connection or 19,200 for direct connection.
12.
If you want to change the baud rate, press repeatedly until
you display the baud rate you want.
13.
Look at the MODEM field to the right of the BAUD field, and
press to see a list of supported modems.
Console Maintenance
2 - 5

Issue 3
EliteMail VMS/EliteMail Limited
14.
Press or to view the entire list. If you are
using the remote connect option, press the arrow keys to
highlight your modem brand and press . If you do not
see your modem in the list, and your modem is 100% Hayes
compatible, select Hayes Extended. If you are using the
direct connect option, select Direct-Connect and press
.
15.
Press !" three times to redisplay the Main Menu.

To avoid losing your changes, do not press to exit
from the Phone Book Entry Screen.
16.
Press !" again to return to the DOS prompt.
17.
Press # - - to restart the computer.
3.2
Add Phone Book Entry for Each Host Computer
After you set the default Phone Book entry, you should add a
Phone Book entry for each host computer you plan to access. The
COM port, baud rate, modem type, login name, and password are
automatically copied to each Phone Book entry you add. All you
have to do is add each host computer name and telephone
number.
1.
Press - to display the Main Menu.
2.
Press to select the Call Menu option. The Call Menu is
displayed.
3.
Press to select the Phone Book Menu option. The
Phone Book Directory is displayed.
2 - 6
Install the Remote Computer Software

EliteMail VMS/EliteMail Limited
Issue 3

A !

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;4>< !29 ?3 : , 2 5 35 ,@ 45/ 50 ;5:< != / ! 47?3 5 79 :

()
Figure 2-5
Adding Phone Book Entries
4.
Press to select the Add option. A NEW NAME pop-up is
displayed (Figure 2-5 Adding Phone Book Entries).
5.
Enter a name for the host computer and press .
(Usually, this is the name of the company that purchased the
voice mail system.) The Phone Book Entry Screen is
displayed.
6.
Enter the telephone number to dial to reach the host
computer. If needed, change the login name and password
to match the login name and password set on the host
computer. Keep these guidelines in mind:
·
Telephone Numbers. The Phone Book entry PHONE
field stores the telephone number to dial for a particular
host computer modem. Enter up to 35 characters. You
can use all the special characters accepted by Hayes-
compatible modems. Hyphens are ignored during dialing.
The chart in Figure 2-6 Sample Phone Number Format
summarizes the format used.
·
Login Name and Password. Because the host Remote
Maintenance is set up to use a particular login name and
password, leave these entries at the defaults, unless you
have changed them on a particular host computer. The
login name and password are case-sensitive and must
exactly match those on the host computer.
7.
Press to save the entry.
Console Maintenance
2 - 7

Issue 3
EliteMail VMS/EliteMail Limited
8.
Add an additional Phone Book entry for each host computer
you plan to call. To do this, repeat step 4 through step 7.
9.
When you finish, press repeatedly to exit.
SAMPLE PHONE NUMBER FORMAT: 9,9721234567,,,,987
EXAMPLE
MEANING
9
The number used to dial out. For NEC telephone systems, this
is 9.
,
Inserts a two-second delay.
9721234567
The number dialed. In this example, 972 is the area code,
1234567 the phone number.
,,,,987
Adds a delay before dialing an extension. Four or five commas
add an 8- to 10-second pause prior to dialing 987.
Figure 2-6 Sample Phone Number Format

SECTION 4

SET THE HOST MODEM
The serial interface on the EliteMail VMS/EliteMail Limited ETU has a 9-
pin RS-232 connector for direct connection to the Remote Maintenance
computer, and an RJ-11 serial port for remote connection by modem. The
interface designation is COM2. Switch SW1, located on the interface, is a
4-position DIP switch that controls the active connection according to
Table 1-1 SW1 Settings.
Table 1-1 SW1 Settings
1
Normally off.
2
Normally off. When 1 and 2 are both on, the VM
application stops working (Maintenance Mode)
3
On COM2 Remote (RJ11) Connection
Off COM1 Local Connection
4
Maintenance Use
2 - 8
Install the Remote Computer Software

EliteMail VMS/EliteMail Limited
Issue 3

SECTION 5

SOLVE PROBLEMS
AFTER INSTALLATION
When the Remote Maintenance software is installed correctly, there
should be no visible affect during routine operation of the remote
computer.
However, if either the remote computer modem or Remote Maintenance
software was installed improperly, a variety of problems can occur when
you use the remote software.
If the remote computer freezes for about 15 seconds and all keystrokes
are ignored every minute or so, this may occur because:

The modem is installed incorrectly.

The remote software is not set up correctly.

Unsuccessful connection attempt is displayed on the remote
computer when you try to connect to a host computer.
For details to correct problems resulting from improper installation, refer to
Appendix B Solving Problems.
Console Maintenance
2 - 9

Using Remote Maintenance
S
ECTION 1

GENERAL
INFORMATION
This chapter explains how to use Remote Maintenance to make a connection
with the host computer to control or change a customer voice mail system
from the remote computer.
No special action is required to load the host version of Remote Maintenance
software on the host computer.
S
ECTION 2

START REMOTE
VERSION
Remote Maintenance must be running on both the host and the remote
computers to make a connection between them. Remote Maintenance is
always running on the host computer. However, you must explicitly start the
Remote Maintenance software on the remote computer.
To establish a connection from the remote computer, start Remote
Maintenance:
Enter RR, and press to load the software. This command loads
the remote version of the software, making it resident in computer
memory. A Banner Screen is displayed briefly. Then, the DOS
prompt is returned.
You may now continue to use DOS to run other programs on the remote
computer, but the Remote Maintenance Main Menu is now accessible. The
remote software remains resident and accessible until you restart the remote
computer.
Console Maintenance
3 - 1

Issue 3
EliteMail VMS/EliteMail Limited

SECTION 3

ACCESS REMOTE
MAINTENANCE MENUS
Remote Maintenance is a terminate-and-stay resident (TSR) program,
meaning it remains loaded in your computer memory while you use DOS
or run other applications. Press - to access the Remote
Maintenance Main Menu. The Main Menu includes several submenus that
are described below.

You must press Shift key on the left side of the keyboard.
To select from the Main Menu or any submenu, either:

Press the function key listed next to the desired selection.

Use the arrow keys to highlight your selection, and press .
To return from any submenu to a previous menu, press !". To escape
from a submenu or a selected function, you can also press .

When you press ], changes you made are not saved.

SECTION 4

RETURN TO DOS
Press !" to return to DOS from the Remote Maintenance Main Menu
but leave the Remote Maintenance Main Menu accessible. You may then
run other DOS programs and later press - to return to the Main
Menu.
You do not need to reload the remote software with the RR command
unless you restart the computer or unload Remote Maintenance using the
SUNLOAD command. For details, refer to Chapt er 3 Section 9 Unload
Remote Maintenance from Memory on page 3-5.

SECTION 5

CALL HOST
COMPUTER
5.1
Start a Remote Maintenance Session

Use the Call Menu. Applicable for technicians working with
multiple host computers and/or different COM settings (e.g.,
modem or baud rate).

Use Quick Connect. Applicable if you have only one host
computer to support or prefer to manually enter the telephone
number.
3 - 2
Using Remote Maintenance

EliteMail VMS/EliteMail Limited
Issue 3
5.2
Call a Host Computer from the Call Menu
1.
From the Main Menu, press to access the Call Menu.
2.
Highlight the Phone Book entry you wish to call. Use the
arrow keys to move from name to name.
3.
Press to start dialing. A pop-up is displayed, identifying
both the host and the calling parameters in use (e.g., COM
port and baud rate). Note the Dialing! message displayed at
the bottom of the screen.
4.
Wait 5 to 10 seconds for a connection. The waiting time may
vary based on how busy the host system is. The host
computer screen should be displayed on your screen.

SECTION 6

USE QUICK CONNECT
6.1
Quick Connect Option
Quick Connect speeds use of Remote Maintenance. This option
uses data from the DEFAULT Phone Book Entry, including the
login, password, COM port, and baud rate. Since most host
systems use the same COM settings, Quick Connect can save you
time. If you have only one host computer to support, you may even
enter the telephone number in the DEFAULT entry.
6.2
Call a Host Computer Using the Quick Connect Option
1.
From the Main Menu, press to select Quick Connect.
2.
At the displayed ENTER TELEPHONE NUMBER pop-up,
either:

Specify the telephone number. Use the applicable
format described in Chapter 2 Install the Remote
Computer Software on page 2-1.

Use the telephone number from the DEFAULT Phone
Book Entry. To use this, continue to step 3.
3.
Press . A displayed pop-up identifies both the host
and the calling parameters in use. Note the Dialing!
message displayed at the bottom of the screen.
4.
Wait 5 to 10 seconds for a connection. The wait period may
vary based on how busy the host system is. The host
computer screen should be displayed on your screen.
Console Maintenance
3 - 3

Issue 3
EliteMail VMS/EliteMail Limited

SECTION 7

ACCESS MENUS
DURING CONNECTION
To access other menus during connection:
1.
Press - to access the Remote Maintenance Main Menu
anytime during a connection just as you did to access from DOS.
This allows you to access various functions, such as the File Menu to
transfer the host computer REPLOG file to your computer. The
program running on the host computer is not affected and operates
normally.
2.
When you are finished using the Remote Maintenance menus, press
!" from the Main Menu to redisplay the screen from the host
computer and regain control of it.

SECTION 8

END CONNECTION
8.1
Properly Disconnect from a Remote Maintenance
Session
When you have finished a Remote Maintenance session, you must
disconnect properly. If you do not properly disconnect from the
host computer, the telephone line the host computer used for the
connection is not released.

If you do not disconnect correctly, or accidentally
lose your connection, the host immediately
restarts. This safety feature prevents the host from
being left inaccessible. To avoid disconnecting
anyone currently calling the host system, always
disconnect according to these instructions.
8.2
Disconnect from the Host Computer
1.
Press - to display the Main Menu.
2.
Press $ to select the Hangup option. This ends the
connection and releases the telephone line.
3.
Press !" to return to DOS or make a connection to another
host computer using the Quick Connect option.
3 - 4
Using Remote Maintenance

EliteMail VMS/EliteMail Limited
Issue 3

SECTION 9

UNLOAD REMOTE
MAINTENANCE FROM
MEMORY
9.1
Remote Maintenance
Remote Maintenance is a terminate-and-stay resident (TSR)
program. TSR programs remain in the computer memory while you
use DOS or run other applications. The following procedure
unloads Remote Maintenance only. It does not unload other TSR
programs.
9.2
Unload Remote Maintenance from the Remote Computer
Memory
1.
Verify that you are at the DOS prompt in the directory used by
the Remote Maintenance software, generally C:\REMOTE.
2.
Enter SUNLOAD, and press .
Console Maintenance
3 - 5

Transferring Files

S
ECTION 1

GENERAL
INFORMATION
Remote Maintenance allows you to transfer files from the host computer to the
remote computer, including the call report log file (REPLOG file). Related file
transfer features let you change the current directory, view, delete, rename, or
copy files, or print a file from the host computer on a printer attached to the
remote computer.
S
ECTION 2

PREPARE FOR FILE
TRANSFER
Many functions are available from the Remote Maintenance File submenu. To
use any file function, press - to access the Main Menu. From the
Main Menu, press to select the File Menu option and the File submenu is
displayed. The File submenu offers a number of options. Of the various File
options available, only Transfer is dealt with in this guide.
2.1
File Transfer Options
Before transferring files, you may want to set one or more of the
applicable file transfers options below:

File Compression
Leave File Compression at OFF (default).

Overwrite Verify
With this option ON (default), you must confirm any file transfer
that replaces an existing file with the transferred file. If OFF, you
are not asked to confirm before the file transfer.

Overwrite Duplicate Files
This option reduces unnecessary or accidental duplication of
files. Settings are: ALWAYS replace duplicate files (default),
OLDER (replace when the destination file is older than the
transferred source file), or NEVER replace the destination file.
Console Maintenance
4 - 1

Issue 3
EliteMail VMS/EliteMail Limited
Set File Transfer Options
1.
From the Main Menu, press to select the Files option.
2.
Press to select the File Menu expanded menu.
3.
Press % to select Options.
4.
To reset an option at the Options Menu, highlight it, then
press . Settings toggle between ON and OFF.

Leave the File Compression option OFF (default).
5.
Press !" to save entries and exit to the File Menu.
2.2
The File Menu Screen
Figure 4-1 File Menu Screen lets you transfer files between the
host and remote computers. You can also use this Screen to copy,
delete, or view files, and make new directories on either the host or
remote computer.

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4 - 2
Transferring Files

EliteMail VMS/EliteMail Limited
Issue 3
File Lists
The File Menu Screen has two separate windows. The left window
lists files and directories on the local computer (where you are).
The right window lists files and directories on the host you are
connected to by modem. The directory you are in is listed at the
top of each window. To move between the two windows, press the
left or right arrow key. The other elements of the File Menu Screen
(from top to bottom of the screen) are:
Status Box
In Figure 4-1 File Menu Screen, Remote and ACTIVE-FSP are
shown at the top left, below the product name and version number.
Remote indicates the Remote Maintenance software is in use.
ACTIVE indicates a connection to a host computer, with -FSP
indicating that the host software is using the Full-Speed Mode
option.
Phone Book ID
When a connection is established, the host name or ID from the
Phone Book is displayed. JOHNSON CORP. is shown in the
example above. With no connection, DISCONNECTED is shown.
Local/(Arrow)/Host
The left or right arrow centered above the file list windows indicates
the direction that files are transferred. The left arrow indicates file
transfer from the host to the local computer.
Scroll Bars
When more files than can be displayed at once exist, the scroll
bars (left and center) show you the relative position in the file lists.
Highlight Bar
On this screen, the cursor is displayed as a bar and used for
highlighting various files. The window where the highlight bar is
placed is the active window.
Message Line
Watch the line below Files Selected for prompts/messages.
Console Maintenance
4 - 3

Issue 3
EliteMail VMS/EliteMail Limited
Functions Line
The bottom of the screen lists the functions available at this
window by function key and abbreviated name. These may vary
slightly depending on whether the highlight bar is in the local or
host window.
Tagging Files
You can select the files you want to transfer, view, copy, or delete
by tagging (marking) them. Files can be tagged individually by
using the arrow keys or grouped using the DOS wildcard
characters.
Tag or Untag Files Individually
1.
To tag a file, press the arrow keys to highlight the file, then
press .
2.
To remove a tag from a file (untag it), highlight it again, and
press .

If more than one file is tagged when you issue a
command, the command is performed on all the tagged
files.
Tag or Untag a Group of Files Using DOS Wildcard Characters
Wildcard characters are special characters that can represent any
other valid characters in a filename or extension. The ? can be any
single character. For example, ?AT.DOC is all files with AT as the
middle and last character, and DOC as the extension such as
BAT.DOC and CAT.DOC. The * can be any number of characters
(e.g., REP*.* is for all files beginning with REP, with any file
extension).
Refer to Figure 4-2 Expanded File Menu. You can also use this
menu to tag or untag a group of files using DOS wildcard
characters. Press to view the expanded File Menu.
4 - 4
Transferring Files

EliteMail VMS/EliteMail Limited
Issue 3

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Files Selected: 0 Bytes:
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Figure 4-2 Expanded File Menu
Tag or untag a group of files:
1.
Press right or left arrow to move the highlight bar to the
correct window on the File Menu Screen.
2.
Press to display the expanded File Menu.
3.
Press to Tag File(s) or press to Untag File(s).
4.
Enter the name of the file or files, using the wildcard
characters (* or ?) and press .

SECTION 3

TRANSFER FILES
BETWEEN HOST AND
REMOTE COMPUTERS
3.1
Files You May Transfer
You may transfer files from one host computer to the remote
computer during a Remote Maintenance connection. Transferred
files are copied to the remote computer; files on the host computer
are not erased.
3.2
Transfer Files
1.
From the Main Menu, press to select the Files option.
Console Maintenance
4 - 5

Issue 3
EliteMail VMS/EliteMail Limited
Do not transfer or view the voice mail system
database files (AV*.*), executable files (*.EXE)
or the current day REPLOG file while the voice
mail software is running on the host computer.
The host computer must be at the DOS prompt
before you can transfer these files.
2.
To move between windows, press & to move the highlight
bar to the right window or press ' to move to the left
window.
Placement of the highlight bar designates which window is
active. The active window is the source from which files
transfer. The other window is automatically the destination.
3.
To move through the directory list(s), use the following keys:
Key
Movement in the List
&
Move to right-hand list
'
Move to left-hand list
(
Up one file
)
Down one file
*
Up one screen page

Down one screen page
+,
Top of list
-
Bottom of list
4.
To change directories, perform either procedure below:

Move the highlight bar to the directory name, current
directory (.), or parent directory ( .. ). Then press
to list the files in that directory.

Press to display the File Menu expanded menu.
Press to select Change Drive/Directory. At a
dialog box, indicate the drive, directory, and any
subdirectories. Press to list.
4 - 6
Transferring Files

EliteMail VMS/EliteMail Limited
Issue 3
5.
To select a file, highlight it, then either press or press
. A selected (or tagged) file is displayed with a small
triangle to the right. To transfer more files, repeat this
procedure for each.
Optionally, you may list and select files using DOS wildcard
character * or ?. Press ! to display the FILENAMES box,
then specify. If REP*.* is entered, every file beginning with
REP is selected.
6.
Check your choices before the file transfer.

Ensure that the arrow (centered above the windows)
points to the destination computer directory.

Ensure that the directory you want to transfer the files to
is listed correctly over the destination file list window.

Ensure that a small arrow is displayed to the right of
each file you selected.

Verify the total number of files to be transferred.
7.
Press ! to start the file transfer.
3.3
During File Transfer
During a file transfer, a status window provides information about
the transfer. For most users, the most important information is the
percentage of the file transferred. This figure can be used to
estimate when the file transfer will end.
Other activities cannot be performed with Remote Maintenance
until the file transfer is complete. However, transferring files does
not interfere with the voice mail system on the host computer. The
voice mail system continues to answer calls while the file transfer is
in progress.
If the File Transfer Fails
Under some circumstances, the system may fail to transfer a file
because of a poor telephone connection between the host and
remote computers.
If an error occurs during a file transfer, Remote Maintenance
attempts to correct it several times. If the problem persists, the
transfer is eventually aborted. The number of errors is displayed in
a status window. If problems persist with a transfer, try
disconnecting and calling again to establish a better connection.
Console Maintenance
4 - 7

Issue 3
EliteMail VMS/EliteMail Limited

SECTION 4

OTHER FILE MENU
FUNCTIONS
Additional functions at the File Menu include:

Make Directory

View Files

Delete Files.
To use any, start from the File Menu. The function line at the bottom of the
screen lists some functions by function key and abbreviated name.
4.1
Make Directory Under the Current Directory in the Active
List
1.
Press to display the File Menu expanded menu.
2.
Press . to make a directory.
3.
Enter the directory name (no backslash), and press .
4.2
View File Contents
1.
To select a file, move the cursor to the filename, and either
press or press .
2.
Press to display the File Menu expanded menu.
3.
Press / to view file contents. The file automatically scrolls.
Press to pause or restart scrolling.
4.
To return to the File Menu, .
4.3
Delete Files from the Active List
1.
To select a file, move the cursor to the filename, and either
press or press .
2.
Press to display the File Menu expanded menu.
3.
Press $. When asked if you want to confirm deleting each
file before it is deleted, press 0 to individually confirm or
press 1 to delete selected files without confirming.
4 - 8
Transferring Files

EliteMail VMS/EliteMail Limited
Issue 3

SECTION 5

REPLOG FILES
The voice mail system keeps a record (log) of every call it answers, dials,
or transfers. When the system handles a call, a line is added to a DOS file
called REPLOG files. REPLOG files are named using the following
format:
REPLOGd.m
Where d is the day, and m is the number of the month. Each day a new
REPLOG file is created. The REPLOG for March 20, is REPLOG20.3; the
REPLOG for November 6 is REPLOG6.11. For details on the REPLOG
files, refer to the Reference Book.
After you have transferred REPLOG files from a host computer to your
own remote computer, you may review them in several ways. REPLOG
files use ASCII data format. Any standard word processor or spreadsheet
program may be used to display or print the report.
Console Maintenance
4 - 9

Advanced Features

S
ECTION 1

GENERAL
INFORMATION
Remote Maintenance provides several additional features that may be useful
for advanced applications. This appendix explains how to:

Suspend and resume a remote session without ending the connection.
This feature is useful if you want to perform operations on the remote
computer without disconnecting from the host computer.

Use the billing log to keep track of calls made and answered by the
remote computer. You can use this information to bill customers for your
time, or for other reporting reasons.

Restart the host computer from the remote computer. You should only
restart the host computer after exiting the voice mail software.

Take a screen snapshot to save a copy of a single host computer screen
to a file, before you change a host computer screen, so you can restore
the original values if necessary.
Press at the Remote Maintenance Main Menu to access many advanced
features from the Support Menu. Figure A-1 Support Menu is displayed.

!

" #!$ %!!$

& '!( )*%)'+

, -*%!)('(

. /$

01

01
Figure A-1 Support Menu
Console Maintenance
A - 1

Issue 3
EliteMail VMS/EliteMail Limited

SECTION 2

SUSPEND AND
RESUME SESSION
You can suspend a remote session without disconnecting from the host
computer. When you suspend a remote session, the remote computer no
longer controls the host computer. A suspended session allows you to run
other programs on the remote computer as if you were not connected to a
host computer. Later, you can quickly resume the remote session without
having to again call the host computer to reestablish connection.

When you suspend a session, you remain connected to the host computer.
If you are connected using a long distance call, you continue to incur long
distance charges.
If you do suspend a remote session, be sure to return later and disconnect
properly from the host computer. This avoids triggering an abrupt restart
on the host computer.
Suspend a session:
1.
Press - to display the Remote Maintenance Main Menu.
2.
Press % for Support Menu.
3.
At the Support Menu, press ! to select Suspend/Resume. The
session is suspended. The remote computer no longer controls the
host computer.
Resume a session:
1.
At the Remote Maintenance Main Menu, press % for Support
Menu.
2.
At the Support Menu, press ! to select Suspend/Resume. The
host computer display is displayed on the computer screen. The
remote computer again controls the host computer.
A - 2
Advanced Features

EliteMail VMS/EliteMail Limited
Issue 3

SECTION 3

USE BILLING LOG
In some cases, you may want to keep track of the number and length of
calls made or received by the remote computer. To do this, turn on the
billing log. When the billing log is on, the information about a session is
saved as a single record in a text file. You can print this file on a printer, or
use it in database, spreadsheet, or word processing programs. The
information is useful to bill a customer for the time you spend maintaining a
voice mail system, or for other reporting reasons.
Each record in the billing log file is separated by a Return. Each record
contains these fields:
Operator ID
The ID entered by the person who turned on the billing log. You can
change the Operator ID when you disconnect from the host computer.
Name
The name of the host computer taken from the remote computer Phone
Book Entry for the host computer.
Description
A 40-character field used for comments. Initially, the description is taken
from the remote computer Phone Book Entry for the host computer. You
are asked to edit the description when you disconnect from a host
computer. This field is useful for keeping notes about the session.
Telephone Number
The host computer telephone number. The telephone number is taken
from the host computer Phone Book Entry. You can edit the telephone
number when you disconnect from the host computer.
Direction of the Connection
Indicates whether the remote computer made or received the call. ORIG
indicates that the remote computer made the call. RCVD indicates that the
remote computer received the call.
Date
The date the call occurred, in MMDDYY format.
Day-of-Week
The day the call occurred, where 1~7 is Monday~Sunday, respectively.
Console Maintenance
A - 3

Issue 3
EliteMail VMS/EliteMail Limited
Start Time
The time the connection started.
End Time
The time the connection ended.
Elapsed Time
Time connected.
Turn on the billing log:
1.
At the Remote Maintenance Main Menu, press for Support
Menu.
2.
At the Support Menu, press to select Billing Log.
3.
Press to accept the default name SESSION.LOG, or enter a
new name, and press .
4.
When prompted, enter an Operator ID, and press . The
Operator ID indicates who ran a particular remote session. You may
use up to three characters. For example, use your initials or your
extension number.
The billing log remains on until you turn it off. Each time you disconnect
from a host computer, you can change the Operator ID, Phone Book entry,
and description.
Turn off the billing log:
1.
At the Remote Maintenance Main Menu, press for Support
Menu.
2.
At the Support Menu, press to select Billing Log and turn it off.

SECTION 4

TAKE SCREEN
SNAPSHOTS
You can use the Save Screen Image feature to copy any single screen
from the host computer to a file. Before you edit a host computer screen,
you should take a snapshot to have a record of the original values in the
screen fields.
A - 4
Advanced Features

EliteMail VMS/EliteMail Limited
Issue 3
You can also use the Save Screen Image feature to copy screens from
other applications running on the remote computer. You do not have to
establish a connection with a host computer to use this feature.

The Save Screen Image feature can capture screens displayed in text mode
(for example, the voice mail system screens). Screens displayed in EGA or
VGA graphics mode cannot be captured.
Copy a screen:
1.
Display the screen you want to copy.
2.
Press - to display the Remote Maintenance Main Menu.
3.
Press % for Support Menu.
4.
At the Support Menu, press . to select Record/Playback Menu.
(Refer to Figure A-2 Record/Playback Menu).
5.
Press to select Save Screen Image.
6.
Press to accept the default filename, or enter a new filename,
and press .

The first time you take a snapshot of a screen, the system offers
SVSCREEN.ØØØ for the filename. The next snapshot becomes
SVSCREEN.ØØ1. Even if you change the filename, the file extension
number increases by one each time you take a new snapshot.
7.
Press !" repeatedly until you exit Remote Maintenance.
" +

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.& 14L>4?@ ! ::95

. !4O !?7 5 46

.$ 9 2 !?7 5 46 :

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(

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Figure A-2 Record/Playback Menu
Console Maintenance
A - 5

Issue 3
EliteMail VMS/EliteMail Limited
View a screen:
1.
Press - to display the Remote Maintenance Main Menu.
2.
Press % for Support Menu.
3.
At the Support Menu, press . to select Record/Playback Menu.
4.
Press . to select View Screen Images.
5.
To view the file the system offers, press . Otherwise, enter a
different filename, and press .
6.
If you took snapshots of several different screens, press ) or ( to
move back and forth between the screens.
7.
After you finish, press to return to the Record/Playback Menu.
8.
Press !" repeatedly until you exit Remote Maintenance.

SECTION 5

SPECIAL KEYBOARD
HANDLING
The Special Keyboard Handling feature controls how the host computer
receives keystrokes from the remote computer. On the host computer, the
Special Keyboard Handling field is under the Hardware option of the
Remote Options Menu. You cannot set Special Keyboard Handling for the
remote computer.

By default, Special Keyboard Handling is set to No for EliteMail VMS/
EliteMail Limited voice processing systems. Do not change this setting.
With Special Keyboard Handling set to No, you cannot use the Alt key to
perform commands in applications running on the host computer. Some
applications, such as MS-DOS EDIT, require the Alt key if you are not
using a mouse.
If the Alt key does not work for applications running on the host computer,
you may use a mouse on your remote computer instead. For example,
when you use MS-DOS EDIT to change a file on a host computer, you can
use a mouse to display a pull-down menu and save the file.
A - 6
Advanced Features

Solving Problems

S
ECTION 1

FOLLOW TABLE
PROCEDURE
PROBLEM
SOURCE/SOLUTION
The computer hangs
COM port conflict exists.
completely during
Remove or disable any mouse or expansion board (e.g.,
restart.
SIO board or a voice board) that may be using the same
COM port as the modem.
If this is not possible, reconfigure the software to assign
the modem to another COM port. For details, refer to
Chapter 2 Section 3 Set Up Remote Software on
page 2-3.
Unsuccessful
Several sources are possible.
connection attempt
Verify that the telephone number used in the Phone Book
message is displayed
entry is correct.
after attempt to
Verify that telephone line used is working properly.
establish a
Verify that the host computer telephone line is installed in
connection.
the correct jack on the modem.
Verify that the host computer does not have a defective
modem.
Remote Maintenance
The modem is not assigned to the correct COM port.
acts as though no
If you are using an internal modem, verify that it is
modem were
installed, and then verify that the modem COM port
installed.
assignment is correct.
File transfer fails.
Poor telephone connection exists between the host and
remote computers.
If an error occurs during a file transfer, Remote
Maintenance attempts to correct it several times; if the
problem persists, the transfer is eventually aborted. The
number of errors incurred is displayed in the status
window. If problems persist with a transfer, disconnect,
lower the baud rate on the remote computer, and call
again to establish a better connection.
Computer freezes
Verify that the modem is installed correctly.
about 15 seconds
and ignores
keystrokes every
minute or so.
Console Maintenance
B - 1

Issue 3
EliteMail VMS/EliteMail Limited
PROBLEM
SOURCE/SOLUTION
Still experiencing
Set up the software. Verify that the PORT field of the
problems, with
DEFAULT Phone Book Entry specifies the same number
modem installed and
as the modem COM port. Check the Phone Book entry for
set to the correct
accuracy (e.g., baud rate, or modem type).
COM port.

SECTION 2

STILL HAVING
PROBLEMS?
Refer to the troubleshooting section in the documentation accompanying
the modem or contact NEC Technical Support.
B - 2
Solving Problems

Using This Book

S
ECTION 1

THE REFERENCE
BOOK
This book lets you quickly find the information you need for a particular system
task. Other Chapters are in alphabetical order. Each chapter covers part of the
voice mail system. The Table of Contents is a quick guide to desired chapters.
Refer to this Reference Book when you need specific information on a
particular aspect of the system. The material is helpful to those that install and
maintain the voice mail system. As you learn more about the system
automated attendant, voice messaging, and audiotext abilities, this manual
provides you with detailed instructions to change, update or add a particular
feature.
Also Refer To:
At the end of each Reference Book chapter is a list of other chapters or
sections and additional documents that relate to the subject matter at hand,
under the heading Also Refer To. You can use this list as a signpost to direct
you to additional, helpful information in this manual.
Reference
1 - 1

Issue 3
EliteMail VMS/EliteMail Limited
On-line Help
The system on-line help facility provides convenient information on fields,
codes, and settings, plus a glossary of common terms. Press to
access help.
Press again to read Help for Help, a short description of the help
system and how to navigate it
S
ECTION 2

SIGN IN TO THE
SYSTEM
Only System Managers may sign in at the computer console.
Press from the Banner Screen to sign in at the system console, Enter a
System Manager ID, and press . If asked, enter the System
Manager security code, and press .
If this is the first time you are using the system, or if you have not yet
created another System Manager, sign in as the default System Manager,
Amy Ronk, whose Personal ID is NEC (632).

When calling in to the system via telephone, you can also use the System
Manager Personal ID (632) to access the System Manager conversation.
1 - 2
Using This Book

Call Hold, Transfer, and Screen

S
ECTION 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

Issue 3
EliteMail VMS/EliteMail Limited

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Figure 2-3 Operator Box With Call Holding Turned On
2 - 2
Call Hold, Transfer, and Screen

EliteMail VMS/EliteMail Limited
Issue 3

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Figure 2-4 Sample Voice Detect Box With Holding Turned On
The values allowed in the Holding? field are:

Yes
Outside callers must press 1 to hold for a busy extension. If an
outside caller presses 2, the system plays the box greeting then
takes the specified action (typically, takes a message). Outside
callers may also press # to try another extension. Outside caller must
have a touchtone telephone.

Vox
Outside callers must speak to hold for a busy extension and do not
need a touchtone telephone. If an outside caller remains silent, the
system plays the box greeting then takes the specified action
(typically, takes a message). Outside callers using voice detect call
holding may not press # to try another extension, but you can route
them to other voice detect boxes to offer other extensions. For
details, refer to Chapter 25 Voice Detect. Voice detect call holding
must be set up by the System Manager at the console.

No
Turns call holding off. For subscriber mailboxes, remove the K from
the subscriber Access field if you also want to keep a subscriber
from turning call holding on or off by telephone.

If you choose an action other than Take-msg, record the call holding
prompts again so callers know what to expect.
Reference
2 - 3

Issue 3
EliteMail VMS/EliteMail Limited
Allow Subscribers to Change Holding by Telephone
To allow a subscriber to change call holding by telephone, add K to the
Access field on the subscriber Personal Directory page. (Refer to Figure
2-5 Allow Subscriber to Change Call Holding by Telephone). Conversely,
to keep a subscriber from changing call holding by telephone, remove the
K access code.

Access code options I and J are unused for EliteMail Limited.

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Figure 2-5 Allow Subscriber to Change Call Holding by Telephone
Unless specifically authorized by the System Manager, subscribers
cannot turn call holding on or off by telephone through setup options.
You can allow new subscribers to change call holding by telephone by
adding K to the Access field on the Application screen Page 5. (Refer to
Figure 2-6 Allow New Subscribers to Change Call Holding by Telephone)
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Figure 2-6 Allow New Subscribers to Change Call Holding by Telephone
2 - 4
Call Hold, Transfer, and Screen

EliteMail VMS/EliteMail Limited
Issue 3
Subscribers Cannot Switch Holding Types by Telephone
The K access code lets a subscriber turn call holding on or off by
telephone, but does not allow switching between Yes and Vox.
If a subscriber is allowed to change call holding by telephone, and the
Holding? field is Yes, the over-the-telephone conversation toggles the
field between Yes and No. If the subscriber Holding? field is Vox, the
over-the-telephone conversation toggles the field between Vox and No.
The Call Holding Conversation
If call holding is enabled and the system encounters a busy signal while
transferring a call, it plays one of the following:
For a subscriber: "<Name> is on the telephone now."
For a transaction box, the Operator Box or a voice detect box:
"I'm sorry, all lines are busy."
Next it says:
"Calls are answered in the order received. You are <first, second, third.> in
line."
If the Holding? field is Yes, the caller then hears:
"If you'd like to hold, press 1. To leave a message, press 2; or, to try
another extension, press the pound key..."
Or, if the Holding? field is Vox, the caller then hears:
"If you'd like to hold, please say Yes. To leave a message, remain silent..."
If the caller indicates hold, the system places the caller in a holding queue.
If the caller indicates leave a message, the system plays the greeting for
the box and then takes the action specified for that box (typically,
Take-msg).
While most systems set the action to Take-msg, you can choose a
different action (for example, transfer to operator, or GotoID to route the
caller to a different box). If you choose a different action, use a local
connection to record the call holding prompts again so callers know what
to expect.
Reference
2 - 5

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

EliteMail VMS/EliteMail Limited
Issue 3
Or, for voice detect call holding:
"You are <second, third,...> in line. To continue to hold, say Yes; to
leave a message remain silent <beep>."
If the caller indicates to remain on hold, the voice mail system plays
the next music-on-hold prompt.
At the end of the next music-on-hold prompt, the voice mail system
again checks to see if the call can move up in the holding queue,
then again updates the caller current status. The length of the
holding cycle for the second in line or further back caller is
determined only by the length of the music-on-hold prompt played.
Holding Cycles
The voice mail system has one call-holding cycle for callers that are first in
line, and another for callers second in line or further back.

First in line
The voice mail system tries the extension several times to see if it is
free, then returns to the caller to ask for indication to continue
holding. You can configure the time between extension tries and the
number of tries made before the voice mail system returns to the
caller. These two call-holding parameters determine how long the
holding cycle is for the first in line caller. The fields that control this
cycle are on Line 15 of Figure 2-7 Call Holding Fields on Switch
Setup Screen Page 2.

Second in line or further back
The holding cycle is determined only by the length of each music-on-
hold prompt the caller hears. You may record music-on-hold prompts
of varying lengths.
In either case, the caller can exit from the holding cycle. If the Holding?
field is Yes, callers can press 2 and leave a message or press # and dial
another extension number.
Call Holding Parameters
Two sets of fields control call holding system-wide. The fields on Switch
Setup screen Page 2 control how many calls the system allows to hold,
both throughout the system and for any one extension. This screen also
stores fields that control the call holding cycle for the first-in-line caller. A
second set of fields (14 and 15), found on Figure 2-7 Call Holding Fields
on Switch Setup Screen Page 2 controls how the system identifies busy
signals on the Electra Elite telephone system.
Reference
2 - 7

Issue 3
EliteMail VMS/EliteMail Limited
D
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Figure 2-7 Call Holding Fields on Switch Setup Screen Page 2
Control the Number of Calls on Hold
Specify how many calls can wait on hold on Line 14 of Figure 2-7 Call
Holding Fields on Switch Setup Screen Page 2. Each held call ties up one
voice mail system port.

Maximum lines holding total
This specifies the maximum calls allowed to hold in the system at one
time. Each held call occupies one voice mail system port. Set the
maximum to a value less than your total number of answering ports
to avoid tying up the whole system with calls on hold.

Maximum lines holding for extension
This specifies the maximum calls allowed to hold for a particular
extension. This value should be smaller than the Maximum lines
holding total field. In an 8-port system, you might want to limit the
total maximum lines holding in the system to 5, and the maximum
lines holding for any particular extension to 3.
The voice mail system checks the number of lines holding by
counting all calls that ring the same telephone extension. This may
include calls from multiple message boxes or transaction boxes, if
the boxes transfer calls to the same telephone extension. A sales
department representative might have a transaction box that is set up
to transfer calls to a specific desk when outside callers dial the Sales
Department. Callers that dial the extension number directly are also
transferred to the desk extension. The voice mail system counts the
total number of calls attempting to transfer to the extension and
allows the number of calls specified in this field to be put on hold.
2 - 8
Call Hold, Transfer, and Screen

EliteMail VMS/EliteMail Limited
Issue 3
When the number of calls holding in the system reaches either the
value for the Maximum lines holding total field or the Maximum
lines holding for ext field, a new call is not placed on hold. The call
instead is handled as if the extension went unanswered. Usually the
system takes a message.
Controlling the First-in-Line Message Cycle
The length of the message cycle for callers who are first in line in the
holding queue is controlled by fields on Line 15 of Figure 2-7 Call Holding
Fields on Switch Setup Screen Page 2.

Number tries between TT checks
This specifies the number of times the voice mail system should try
the extension before it checks back to ask if the caller wants to
continue to hold. If the value is 4, the system tries the extension 4
times before checking with the caller. This field applies only to first-
in-line callers.

Extra hold time between tries
This specifies time (in tenths of a second) the voice mail system
waits between each try of a busy extension. If the value is 50, the
system waits 5 seconds between each try.
An Example
If the Number tries between TT checks field is 4 and the Extra hold
time between tries field is 50, the voice mail system tries the busy
extension 4 times, and waits 5 seconds between each try, before it checks
back to confirm that the caller wants to remain on hold.
If it takes the voice mail system 3 seconds to try the extension and 5
seconds to wait before the next try, 8 seconds elapses between one try of
the extension and the next try.
Multiply this by 4 tries to calculate that the voice mail system checks back
with the first in line caller every 32 seconds.
Setting the Extra hold time between tries field lower puts calls through
quicker. Setting it higher makes the holding conversation sound better
because the caller hears fewer clicks from the tries of the busy extension
and hears more continuous hold music (if hold music is provided by the
Electra Elite). Four tries between TT checks, and 5 seconds between tries
is recommended.
Reference
2 - 9

Issue 3
EliteMail VMS/EliteMail Limited
Playing Music-On-Hold Prompts
To play music on hold, the system plays 10 prompts in round-robin
sequence to callers who are second in line or further back in the queue.
Only the first music-on-hold prompt comes prerecorded. It contains piano
music by Mozart. You may, however, record additional music-on-hold
prompts in the same manner that you record other prompts and voice
fields. For details, refer to Chapter 15 Recording Voice Fields.
If multiple music-on-hold prompts are recorded, the system plays the
entire series of prompts to each caller who remains second in line or
further back in the holding queue.
Each time the voice mail system finishes playing one music-on-hold
prompt, it asks if the caller wants to continue to hold, then plays the next
music-on-hold prompt in the series. The voice mail system skips
unrecorded music-on-hold prompts. After the voice mail system plays all
prompts, it cycles back to the first music-on-hold prompt.
You may want these music-on-hold prompts to contain music of your own
choice, promotional messages, or information pertinent to your particular
use of call holding.
A music-on-hold prompt between 20 and 60 seconds is recommended to
make the holding conversation flow better with the caller. If the music-on-
hold prompts are too short, the caller is asked too frequently to press a
tone to remain on hold. If prompts are too long, the caller may hang up.
The caller position in the holding queue does not affect which music-on-
hold prompt the caller hears. The first caller does not hear the music-on-
hold prompts. Each caller second in line or further back hears the entire
sequence of recorded music-on-hold prompts, if the caller stays in the
holding queue long enough.
Also Refer To:

Section 2 Call Transfer on page 2-11

Section 3 Screen Calls on page 2-16

Chapter 9 Messages

Chapter 15 Recording Voice Fields

Chapter 20 Subscribers

Chapter 21 Switch Setup

Chapter 24 Transaction Boxes

Chapter 25 Voice Detect

EliteMail VMS/EliteMail Limited Voice Mail User Guide # 750178-0
2 - 10
Call Hold, Transfer, and Screen

EliteMail VMS/EliteMail Limited
Issue 3
S
ECTION 2

CALL TRANSFER
The voice mail system transfers calls to the Electra Elite. A variety of call
transfer options allow you to customize how a call is transferred and what
a caller hears. These settings can be customized for individual subscribers
or for the needs of the Electra Elite.
This topic describes:

The TransferGreetingAction structure

The call transfer types

How to set up call transfer fields

The call transfer options
The TransferGreetingAction Structure
In most cases, the voice mail system handles calls by following the
programmed sequence TransferGreetingAction that is set up for a
subscriber or box and shown on:

The Personal Directory page for each subscriber

Transaction boxes and voice detect boxes
On Application screen Page 5 you can also set the default Transfer
GreetingAction structure for new subscribers added to the system.
When call transfer is turned on for a subscriber or box, the voice mail
system tries to transfer a call to the telephone number listed. If
unsuccessful, the system plays the applicable greeting (if any), then
follows the instructions set in the Action area.
Call transfer always involves the voice mail system passing a call to the
Electra Elite, but call routing involves the voice mail system passing a call
from one System ID to another. Transferring a call to a telephone number
or extension is always handled in the Transfer section of the screen, and
routing a call to another voice mail system Extension # ID or System ID is
handled in the Action and One key dialing sections.
Reference
2 - 11

Issue 3
EliteMail VMS/EliteMail Limited

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Figure 2-10 Call Transfer on the Operator Box
2 - 12
Call Hold, Transfer, and Screen

EliteMail VMS/EliteMail Limited
Issue 3
Call Transfer
Call transfer is active only if the Transfer? field or the Day? or Nite? field
in a screen Transfer section is Yes. The call transfer type is entered in an
unlabeled field directly below these fields and includes:

Await Answer (Await-Ans)
The voice mail system puts the caller on hold and dials the extension
or telephone number. If the line answers before a certain number of
rings (specified in the Rings field), the voice mail system transfers
the call. If the line is busy or does not answer before the specified
number of rings, the voice mail system plays the applicable greeting
and then takes an action (usually takes message).

Release
The voice mail system puts the caller on hold, dials the extension or
telephone number, and releases the call to the Electra Elite. The
caller hears whatever is provided by the Electra Elite. The voice mail
system does not check the progress of the call or the status of the
called extension.
If the line is busy or does not answer, the caller cannot leave a
message unless the extension is set for CALL FWD BUSY/NO
ANSWER or Call FWD ALL to the voice mail pilot number.

Wait for Ringback (Wait Ring)
This modified form of Await Answer is used to have the voice mail
system check only if the line is busy. The voice mail system puts the
caller on hold and dials the extension or telephone number. If the line
is busy, the voice mail system plays the applicable greeting and then
takes an action.
If the line answers before the number of rings specified in the Rings
field, the voice mail system transfers the call. If the line does not
answer before the specified number of rings, the voice mail system
releases the call to the Electra Elite. The caller hears hold music (if
available from the telephone system) while the voice mail system
counts rings, then hears ringing from the telephone system after the
voice mail system releases the call.
Reference
2 - 13

Issue 3
EliteMail VMS/EliteMail Limited
Set Up Call Transfer Fields
Each call transfer is controlled by fields that can be set differently for each
individual subscriber or box with the call transfer feature. Some fields are
displayed on a subscriber Personal Directory page only, while others
appear only on transaction boxes, voice detect boxes, or the Operator Box
on a subscriber Personal Directory page. Press -, then , and
press to see all the call transfer fields.
You can also change call transfer fields for all new subscribers using
Application screen Page 5. Press -, ], and .

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Figure 2-11 Sample Subscriber Page With Expanded Transfer Options Shown

Extension # ID (Subscribers Only)
System ID (Boxes Only)
This System ID to identify the transaction or subscriber message box
is the number dialed for a particular subscriber or box. At many sites,
an Extension # ID matches the subscriber telephone extension
number.

Transfer? (Yes or No) Subscribers)

Day? or Nite? (Yes or No) Other Boxes)
Each label marks a yes-or-no field and a telephone number field.
When Yes, the voice mail system tries to transfer the call to the
specified telephone number or extension (indicated after ). If the
telephone number field is blank, the voice mail system does not try to
transfer a call; instead, it plays the applicable greeting. When No, call
transfer is turned off. In a transaction box, you can set call transfer on
or off independently for Day Mode and Night Mode.
2 - 14
Call Hold, Transfer, and Screen

EliteMail VMS/EliteMail Limited
Issue 3
You can enter any valid telephone number or telephone system
extension number in the telephone number field. You should not
enter a voice mail System ID in this field. You can include , in the
number for a pause. For a subscriber mailbox, you can place an X in
the telephone number field to signify that the telephone number is
identical to the Extension # ID. For a transaction box, X in the
telephone number field indicates that the number is the same as the
box System ID.

Call Transfer Type
This unlabeled field, below Day/Nite options in the Transfer section,
sets the way the voice mail system transfers calls.

Rings
With Wait Ring call transfer, this field specifies the number of times
the voice mail system rings before releasing the call. With
Await-Ans call transfer, it specifies the number of times the voice
mail system rings before returning to the caller to play the greeting
and take an action.

Intro (Transaction Box or Operator Box)
The voice mail system plays a recording in this field before trying to
transfer a call.

Screening? (Subscribers Only)
If this field is Yes, screening options are used. If it is No, call transfer
options in the Transfer Options field are used.

Holding?
This indicates whether or not you want to allow calls to hold if the line
is busy. This refers only to the voice mail system call holding feature,
not to the Electra Elite. You can allow callers to hold by pressing a
touchtone or by saying Yes. For details, refer to Chapter 2 Section 1
Call Hold.

Transfer Options

Screening Options(Subscribers Only)
The call transfer or screening options are used only if call transfer is
turned on and call transfer is Await-Ans. Before turning on transfer
or screening options, verify that call transfer is not Release or Wait
Ring.
Reference
2 - 15

Issue 3
EliteMail VMS/EliteMail Limited
You may enter any of these transfer option codes:
A
Announce
C
Confirm
I
Introduce
M
Message screen
S
Screen
Before changing your call transfer to Release or Wait Ring, you
must first remove any transfer or screening option codes. Refer to
Appendix C Call Transfer Options for a complete description of each
transfer option.
On the subscriber pages of the Personal Directory Screen, you can
enter a second set of transfer options that are used in place of the set
of options in the Transfer Options field, if a subscriber has call
screening turned on (Screening? Yes).
Changing Call Transfer by Telephone
Subscribers can change call transfer settings by telephone, through setup
options. Subscribers can:

Turn call transfer on or off.

Change the number their calls are transferred to.

Switch between call transfer options and call screening options.

Turn call holding on or off.
S
ECTION 3

SCREEN CALLS
When Await Answer call transfer is used, options allow the voice mail
system to screen calls that are transferred to a subscriber. The subscriber
can decide whether or not to take a call, based on who is calling.
The most frequent combinations of call transfer options used to achieve
call screening include:

IC (Introduce and Confirm)
This combination is useful if two or more subscribers share the same
telephone. If one subscriber answers the telephone and hears that
the call is for someone else, 2 can be pressed to route it to the other
subscriber voice mailbox.
2 - 16
Call Hold, Transfer, and Screen

EliteMail VMS/EliteMail Limited
Issue 3

CM (Confirm and Message Screen)
This combination is most commonly used for call screening. The
system asks callers to record their name, then lets the subscriber
accept or refuse the call after hearing the caller name. If the call is
refused, the system plays the applicable greeting to the caller and
takes an action (typically takes message).
Some callers may be offended if you do not take their calls after they
identify themselves. Even if you are away from the telephone, callers are
still screened and then directed to voice mail. To the caller, it may seem
like you are available, but refused to take the call. You can reduce this
problem by having subscribers turn call screening off (or turn call transfer
off) when they are away from their telephones for extended periods.
Set Up Call Screening for a Subscriber
To set up call screening for a subscriber so that the subscriber can turn
call screening on or off by telephone, place one of these call screening
combinations of call transfer options in the Screening Options field on the
subscriber Personal Directory page. Place other call transfer option codes
in the subscriber Transfer Options field.
If the subscriber turns call screening on by telephone, the system uses the
call transfer options listed in the Screening Options field. The
Screening? field is also Yes. If the subscriber turns call screening off by
telephone, the system uses the call transfer options listed in the Transfer
Options field, and the Screening? field is No. A System Manager may
also turn a subscriber Screening Options on or off by entering Yes or No in
the Screening? field.
You may use the call screening combinations of call transfer options in any
call transfer options field, including both the Transfer Options and
Screening Options fields on a subscriber Personal Directory page. You
may use other call transfer option codes instead of IC or MC in the
Screening Options field, to allow a subscriber to switch between two
different sets of call transfer options.
Reference
2 - 17

Issue 3 EliteMail VMS/EliteMail Limited
Limit the Call Screening Recording
You can limit the number of seconds a caller has to record a name during
call screening by setting the Max screening recording field. Refer to
Figure 2-12 The Max Screening Recording Field.

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The Max screening recording field also limits the time allowed for
recording voice names by telephone and should be 3 seconds or longer if
subscribers record voice names or message group names by telephone.
Also Refer To:

Section 1 Call Hold on page 2-1

Chapter 12 Operator Box

Chapter 15 Recording Voice Fields

Chapter 20 Subscribers

Chapter 24 Transaction Boxes
2 - 18 Call Hold, Transfer, and Screen

Directory Assistance

People who call an office may not know the extension number of the person
they are trying to reach. The caller must determine the extension by speaking
to the operator or by looking up the extension in a directory. To free the
operator from answering repetitive requests for extension numbers, the voice
mail system offers two kinds of on-line directory assistance:

Automatic directory assistance.
The automatic directory provides a list of subscriber names and
extensions. To use this directory, callers need to know the last name of
the subscriber they want to reach. The system must be set for a lettered
keypad if you want to provide callers with automatic directory assistance.
After the automatic directory is set up, you do not have to do any special
programming to use it. New subscribers can set up their listing in the
directory themselves by telephone, through the enrollment conversation.
They can also change their listing later, through setup options.

Numeric directory assistance.
The system can also allow callers to press numbers instead of letters to
look up a subscriber extension. Numeric directory assistance involves
grouping subscribers by a common characteristic (such as department,
location, or schedule), and creating a menu that assigns a single
touchtone to each directory grouping.
To use numeric directory assistance, the caller presses the touchtone
assigned to the directory group the person belongs to. The system then
plays back the names and extension numbers of people in the group.
Numeric directory assistance requires special setup at the system
console. Subscribers cannot change their listing in the numeric directory
by telephone.
You may use either type of directory assistance, or both. This chapter
describes how each type of directory assistance works, and explains how to
set up directory assistance.
Reference
3 - 1

Issue 3
EliteMail VMS/EliteMail Limited
S
ECTION 1

AUTOMATIC VERSUS
NUMERIC DIRECTORY
ASSISTANCE
The main differences between numeric and automatic directory assistance
include:
NUMERIC DIRECTORY
AUTOMATIC DIRECTORY
Works for telephones with
Requires letters on the
numbers only.
telephone keypad.
Flexible, user-defined structure
Alphabetic listing by name.
based on groupings of
subscribers (by department,
location, schedule, or other
common characteristic).
Requires special setup by the
No special setup required. The
installer or System Manager.
system is set up for the
You must manually add
automatic directory by default.
subscribers to directory groups,
By default, outside callers press
create a directory menu, and
555 to hear the automatic
record an applicable opening
directory.
greeting. Numeric directory
assistance requires ongoing
maintenance as new
subscribers or groupings are
added or deleted.
The System Manager or installer
Subscribers can control by
sets up numeric directory
telephone whether or not they
assistance at the system
are listed in the automatic
console. Listings in the numeric
directory.
directory cannot be changed by
telephone.
S
ECTION 2

AUTOMATIC
DIRECTORY
ASSISTANCE
To use automatic directory assistance, a caller must have letters on the
touchtone keypad. Callers need to know only the last name of the person
they want to reach. When a caller presses the System ID for automatic
directory assistance, the system asks for the first three letters of the last
name of the person desired.
3 - 2
Directory Assistance

EliteMail VMS/EliteMail Limited
Issue 3
The system then reads the name and extension of each subscriber whose
last name begins with the letters. The caller may dial the extension
anytime, or, in certain cases, may be routed automatically to the
subscriber Extension # ID.

You can also set up the system to ask for the first three letters of the first
name.
Turn On the Automatic Directory
The System ID for the automatic directory (555) is already set for you
when the system is installed. However, you can change the System ID,
and set whether or not the system transfers callers to a subscriber
extension automatically using the ID for Alpha Directory field and the
Auto xfer? field. These fields are on Line 59 of Figure 3-1 Application
Screen Page 6 Showing Automatic Directory Fields.
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ID for Alpha Directory
To provide automatic directory assistance, enter a System ID in the
ID for Alpha Directory field. The default System ID for the
automatic directory is 555. Callers enter this System ID to access the
directory. In the opening greeting, tell callers the System ID to press
to reach the directory.

Auto xfer?
If this field is Yes and only one name matches the three letters
entered by the caller, the system automatically routes the caller to
that subscriber Extension # ID. If more than one name matches, or
this field is No, the system does not route the caller until an
Extension # ID is entered.
Reference
3 - 3

Issue 3
EliteMail VMS/EliteMail Limited
Turn Off the Automatic Directory
To make the automatic directory inaccessible to callers, delete the System
ID in the ID for Alpha Directory field on Application screen Page 6.
You may assign the automatic directory a System ID that is not accessible
over the telephone by including $ in the System ID. This is useful because
it prevents callers from direct dialing the directory, but still allows the
system to route the caller to the directory internally. For example, use
GotoID$555 in a transaction box Action field.
Remove Subscriber from the Automatic Directory
In most cases, subscribers can add themselves to the automatic directory
when they listen to the enrollment conversation. However, there are five
conditions when a subscriber is not listed in the automatic directory:

The System Manager has specifically restricted a subscriber from the
automatic directory by adding D in the Access field on a subscriber
Personal Directory page. (However, the subscriber can still add
himself or herself to the directory by telephone.)

Voice name is not recorded for the subscriber.

Extension # ID is not entered for the subscriber on the Personal
Directory page.

The subscriber has turned off directory listing by using setup options.
This adds D to the subscriber Access field.

The subscriber is set up to hear the enrollment conversation, but has
not called the system to enroll.
To keep subscribers from changing their automatic directory listing by
telephone, add A to the subscriber Access field. This also prevents the
subscriber from accessing any setup options (greetings, message groups,
transfer and delivery options, and personal options).
Keep subscriber from being listed in the automatic directory
1.
At the voice mail system Banner Screen, press to sign in. Enter a
System Manager ID, and press . If asked, enter the System
Manager security code, and press .
2.
Press - to view the Personal Directory.
3.
Press key repeatedly, or use the Jump command, to view
the subscriber Personal Directory page.
4.
Press to move the cursor to the Access field.
5.
Enter D, and press . Verify that the Insert key is active so you
do not overwrite other options by mistake.
3 - 4
Directory Assistance

EliteMail VMS/EliteMail Limited
Issue 3
Prevent Subscriber From Changing Directory Listing
1.
At the voice mail system Banner Screen, press to sign in. Enter a
System Manager ID, and press . If asked, enter the System
Manager security code, and press .
2.
Press - to view the Personal Directory.
3.
Press key repeatedly, or use the Jump command, to view
the subscriber Personal Directory page.
4.
Press to move the cursor to the Access field.
5.
Enter A, and press . This also prevents the subscriber from
changing any other setup options. Verify that the Insert key is active
so you do not overwrite other options by mistake.
Use First Names in the Automatic Directory
You can use first names instead of last names in the automatic directory.
Setting up the system for first names affects the system conversation in
these ways:

Outside callers look up a subscriber extension by pressing the first
three letters of the first name.

Subscribers leave messages by pressing the first three letters of the
recipient first name.

Subscribers use first names to add and delete members from their
message groups by telephone.

Subscribers who enroll on the system by telephone spell their first
name for the automatic directory.

When setup options are used to change directory listing by
telephone, the subscriber spells the first name.
Reference
3 - 5

Issue 3
EliteMail VMS/EliteMail Limited
To use first names
1.
Connect to EliteMail using CoSession.
2.
Exit to DOS prompt from voice mail application on EliteMail.
3.
From C:\vmail, Enter NAMES FIRST, and press .
4.
Enter VM START, and press to run voice mail application.
5.
After voice mail application boot up, subscriber first and last names
must be swapped manually in the Personal Directory.
<Before Swap> Smith (first name), David (last name)
<After Swap>> David (first name), Smith (last name)

The name must be changed in each mail box.
S
ECTION 3

NUMERIC DIRECTORY
ASSISTANCE
Some organizations may want to offer directory assistance using numbers
instead of letters. These organizations can set up the system so that
callers press numbers to look up a subscriber extension, instead of
pressing the first three letters of the subscriber name. Numeric directory
assistance is especially useful if many callers have telephone keypads
without letters.
Using numeric directory assistance involves grouping subscribers by a
common characteristic. In most cases, subscribers are grouped by
department or function. However, they can also be grouped by location,
schedule, alphabet, or any other grouping. Numeric directory assistance
combines the features of the system message groups and transaction
boxes. Directory groups that list the people in your organization can be
set up (in much the same way that message groups to let subscribers
send the same message to several people at once are set up). Next, the
directory groups can be added to a directory menu to create one-key
dialing menus automatically (much like the one-key dialing used in
transaction boxes).
The Groups Screen
Set up numeric directory assistance at the Groups Screen. To view the
Groups Screen, sign in to the system. Press -. Directory menus and
directory groups are listed alphabetically and are included with the
message groups on the system.
3 - 6
Directory Assistance

EliteMail VMS/EliteMail Limited
Issue 3
Directory Groups
A directory group lists subscribers with a common characteristic, such as
a department, location or schedule. Each directory group on the system
has a Groups Screen page. It is easy to distinguish between the pages for
message groups and the pages for directory groups; the word
DIRECTORY appears in all capital letters on the right side of the page.
Refer to Figure 3-2 A Directory Group.
7 G

7A 5 bb

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Figure 3-2 A Directory Group
Even though the directory group pages are included in the Groups Screen,
directory groups are different from message groups in these ways:

A message group lets you leave the same message for several
people at once. You cannot leave a message for a directory group.

Every directory group is owned by the system. Note that the upper
right part of the screen is identified by: DIRECTORY group of
·SYSTEM·.

A directory group can have its own System ID in the Directory ID
field. Callers press this ID to access the directory group. Assigning a
System ID to a directory group is optional. While most sites allow
callers to select a directory group from a directory menu (by pressing
a single digit instead of a System ID), you can also route callers to a
directory group using the GotoID field on a transaction box,
interview box, Operator Box, Public Interview Box, or even from a
subscriber mailbox.

The list of members under Member name also includes the member
recorded name (in the Voice column to the right of Member name),
and Extension # ID (in the column labeled Ext # ID). Each subscriber
recorded name and Extension # ID are added automatically, when
you add the subscriber to the directory group.
Reference
3 - 7

Issue 3
EliteMail VMS/EliteMail Limited
Both a message group and a directory group may be needed for some
departments or subscribers. The message group allows you to send the
same message to subscribers, and the directory group allows the system
to list them in the same place in numeric directory assistance.
Directory Menus
Use directory menus to create one-key dialing menus automatically for
numeric directory assistance. Refer to Figure 3-3 A Directory Menu.
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Figure 3-3 A Directory Menu
The system uses the entries under the Key and Directory Name columns
to create a one-key dialing menu. The Key column number is the
touchtone assigned to the directory group listed next to it. Refer to Figure
3-3 A Directory Menu. The system automatically creates this one-key
dialing menu, using each directory group recorded name:
"For Sales, press 1. For Shipping, press 2. For Customer Service, press
3."
You can also add directory menus in the Directory Name column, to offer
callers a submenu of additional choices. The Customer Service directory
submenu offers two additional choices: one for Technical Support, and
one for Accounts.
Each directory menu is owned by the system. The upper right part of the
screen is identified by: DIRECTORY menu of ·SYSTEM·.
3 - 8
Directory Assistance

EliteMail VMS/EliteMail Limited
Issue 3
A directory menu has its own System ID in the Directory ID field at the top
of the screen. Outside callers can enter this System ID to hear this menu.
You can use the Directory ID to route callers to this menu automatically
by using the GotoID Action on a transaction box, interview box,
Operator Box, Public Interview Box, or a subscriber Personal Directory
page.
You cannot use a directory menu to transfer calls, play a greeting, or
record messages. A directory menu is used only to create one-key dialing
menus for numeric directory assistance.
Numeric Directory Assistance Example
Refer to Figure 3-4 Numeric Directory Assistance Using Directory Groups
and Directory Menu. This example of numeric directory assistance for the
XYZ Corporation includes a directory menu, several directory groups, and
a directory submenu. The opening greeting tells callers the System ID to
press to reach the numeric directory.
The system is shipped with the directory menus and directory to create
this application already added. The System ID for the numeric directory
assistance example is $411. To use this example, change the System ID
to an ID callers can dial using the telephone keypad, and add subscribers
to the directory groups. (If you want to keep the default opening greeting,
use the System ID 411, and change the System ID for any other box
already using the System ID 411.)
Reference
3 - 9

Issue 3
EliteMail VMS/EliteMail Limited
Opening Greeting
Thank you for calling the XYZ Corporation! If
you are calling from a touchtone telephone,
you may enter the extension anytime. If you
don't know the extension, press 411 for a
directory
4 1 1
Numeric Directory Assistance
Directory Menu ID: 411
For Sales, press 1. For Shipping,
press 2. For Customer Service,
press 3.
1
2
3
"Sales: Dial the
"Shipping: Dial the
"Customer Service:
extension anytime.
extension anytime.
For Technical Support,
Chris Aaronson, 890
Mike Yeoman, 893
press 1.
Jan Xavier, 891
Sue Ying, 894
For Accounts, press 2".
Hugh Yale, 892
Pat Zeftig, 895
End of Sales".
End of Shipping".
1
2
"Technical Support:
"Accounts: Dial the
Dial the extension
extension anytime:
anytime:
Yoshi Acki, 850
Neil Zeller, 896
Les Benson, 851
Jay Zink, 897
Sally Caslon, 852
End of Technical
End of Accounts".
Support".
Figure 3-4 Numeric Directory Assistance Using Directory Groups and Directory Menu
3 - 10
Directory Assistance

EliteMail VMS/EliteMail Limited
Issue 3
Set Up Numeric Directory Assistance
Setting up numeric directory assistance involves these main steps:
1.
Create a directory group for each group of subscribers (by location,
schedule, or department) you want listed in the numeric directory at
the Groups Screen. A directory group lists the subscribers in each
group and their Extension # IDs. Use a local connection to record a
name for each directory group. Define who belongs in the directory
group by adding subscribers to it.
2.
Add a directory menu. Do this from the Groups Screen, too. You
can add up to eight different directory groups and directory menus on
each directory menu. A directory menu lists the name of each
directory group or submenu. The system automatically creates a
one-key dialing menu from the list of directory groups and menus.
Outside callers hear directory assistance for a particular directory
group, or choose a submenu by pressing a single touchtone key.
3.
Record the opening greeting again to let outside callers know how to
reach directory assistance.
Add a Directory Group or Directory Menu
The System Manager maintains numeric directory assistance at the
Groups Screen.
1.
Sign in to the system, and press - to display the Groups
Screen.
2.
Press to add.
3.
Press to highlight Directory Assistance, and press
.
4.
Press to select Directory Group, or press to highlight
Menu for Directory, and press .
5.
Enter the name for the directory group or menu, and press .
6.
The system prompts you for a System ID for the directory menu.
Adding a System ID is optional. However, to allow callers to access
the directory group or menu by pressing an ID, or to route callers to
the directory group or menu automatically, you must use a System
ID.
Reference
3 - 11

Issue 3
EliteMail VMS/EliteMail Limited
7.
To skip adding a System ID, press .
8.
To add a System ID, enter up to 10 characters (either letters,
numbers, or $), and press .
9.
Record a name for the directory group or menu using a local
connection. For details, refer to Chapter 15 Recording Voice Fields.

A recorded name is required. If there is no recording, the directory
group or directory menu does not appear in numeric directory
assistance.
Delete a Directory Group or Directory Menu
When you delete a directory group or directory menu, the system
automatically removes it from any directory menus that contained it. This
could create a gap in a directory menu.
If the Shipping directory group were removed from the example, the first
directory menu would announce "For Sales, press 1. For Customer
Service, press 3."
1.
Sign in to the system, and press - to display the Groups
Screen.
2.
Press or repeatedly (or use the Jump command) to
display the directory group or directory menu.
3.
Check that the cursor is positioned in the top portion of the screen.
Press to delete. Press to confirm the deletion, or press to
cancel it.
4.
To delete additional directory groups or menus, repeat steps 2 and 3.
Add Subscribers to a Group Directory
1.
Sign in to the system and press - to display the Groups Screen.
2.
Press or repeatedly (or use the Jump command) to
display the directory group.
3.
Press .
4.
Press to select Member.
5.
Enter the first three letters of the subscriber last name, and press
. The system displays the first subscriber whose last name
matches the letters you entered.
3 - 12
Directory Assistance

EliteMail VMS/EliteMail Limited
Issue 3
6.
Press to select and add the name. The system automatically
includes the subscriber recorded name and Extension # ID. Or,
press to see the next match.
7.
Repeat steps 3 through 6 until you add all the subscribers you want.
8.
Press to exit.
Delete a Subscriber from a Directory Group
1.
At the Groups Screen, press or repeatedly (or use
the Jump command) to display the directory group.
2.
Press until you highlight the name of the subscriber you want to
delete from the directory group.
3.
Press . Press to remove the member or press to cancel.
4.
To remove additional members, repeat steps 3 and 4.
Add a Choice to a Directory Menu
You can add directory groups or directory submenus to a directory menu.

The directory group or directory submenu you want to assign as a choice on
a directory menu must already be added to the system.
1.
Sign in to the system and press - to display the Groups
Screen.
2.
Press or repeatedly (or use the Jump command) to
display the directory menu.
3.
Press until you move the cursor to a blank Directory Name field.
4.
Press . The system prompts you to enter the name of the
directory group or submenu you want to add. Enter the first few
letters of the name, and press .
5.
The system displays the first match for the letters you entered.
Press to select the name or press to select another matching
name.
6.
Repeat steps 3 through 5 until you add all desired groups or menus.
Reference
3 - 13

Issue 3
EliteMail VMS/EliteMail Limited
Remove a Choice from a Directory Menu
Removing a choice from a directory menu does not delete the directory
group or directory submenu from the system. It prevents the system from
listing it on the directory menu one-key dialing menu.
1.
Sign in to the system, and press - to display the Groups
Screen.
2.
Press or repeatedly (or use the Jump command) to
display the directory menu.
3.
Press until you highlight the name of the directory group or
directory menu you wish to delete.
4.
Press . The system asks for confirmation. Press to confirm the
deletion or press to cancel it.
5.
To remove additional choices from the directory menu, repeat steps 3
and 4.
Allowing System IDs during Directory Menus
You can set the system to pause a certain number of seconds for
additional touchtones before routing the call to the directory submenu or
directory group listed on a directory menu. This allows callers to press full
System IDs during directory menus.
Set how long the system waits between touchtones using the MK option in
the Startup field on Line 58 of Figure 3-5 MK Startup Option on
Application Screen Page 6.
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Figure 3-5 MK Startup Option on Application Screen Page 6
3 - 14
Directory Assistance

EliteMail VMS/EliteMail Limited
Issue 3
Set number of seconds to wait for touchtones during a directory
menu:
1.
Sign in to the system and press repeatedly to display
Application screen Page 6.
2.
In the Startup field, press repeatedly to move the cursor to the
end of any options already in the field. Enter MKn, where n is the
number of seconds you want the system to wait before processing a
touchtone entered at a directory menu. Enter MK1 if you want the
voice mail system to wait 1 second before processing the touchtone.
If no MK option is set, or if the option is MKØ, the system does not
allow callers to override the one-key dialing offered during directory
menus.
3.
Press .
S
ECTION 4

USE TRANSACTION
BOXES WITH
DIRECTORY
ASSISTANCE
In addition to the directory assistance features already described, you can
use transaction boxes to create special call routing applications that
supplement or replace the automatic directory or the numeric directory.
For example, the system comes with a sample departments transaction
box using the System ID 411. This System ID is mentioned in the opening
greeting:
"If you are calling from a touchtone telephone, you may enter the
extension at any time. If you don't know the extension, press 411 for a
directory."
Callers who dial 411 then hear the greeting for the departments
transaction box:
"Press 1 for Sales, 2 for Support, or 3 for a list of all personnel. Once
again: press 1 for Sales, 2 for Support, or 3 for a list of all personnel."
This greeting is recorded in the sample transaction box Greeting Day
field. Notice that callers who want to reach a particular subscriber rather
than a particular department can still press the 555 default to reach
automatic directory assistance. This option is also mentioned to callers in
the departmental directory as a one key dialing choice: "...press 3 for a list
of all personnel." Figure 3-6 Using Departments Box for Directory
Assistance shows how the Departments Box routes callers.
Reference
3 - 15

Issue 3
EliteMail VMS/EliteMail Limited
Opening Greeting
"Thank you for calling the XYZ
Corporation! You may enter the
extension number anytime. For
directory assistance, press
411..."
Figure 3-6 Using Departments Box for Directory Assistance
The Transaction Directory page for the departments box is shown in
Figure 3-7 The Departments Box. You can use it as a model for any other
call routing applications you might create.

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Figure 3-7 The Departments Box
3 - 16
Directory Assistance

EliteMail VMS/EliteMail Limited
Issue 3
S
ECTION 5

OFFER AUTOMATIC
AND NUMERIC
DIRECTORY
ASSISTANCE
You can also use transaction boxes to route callers to either automatic
directory assistance or numeric directory assistance.
Opening Greeting
"Thank you for calling XYZ Corporation! If you are calling
from a touchtone telephone, enter the extension anytime. If
you do not know the number, press 1 to spell a name and
hear the extension number. Or, press 2 for a list of
departments and personnel. Otherwise, please hold, and an
operator will be right with you."
1
2
Automatic
Numeric
Directory Assistance
Directory Assistance
Figure 3-8 Opening Greeting with Numeric and Automatic Directory Assistance
For more details about how to use transaction boxes for advanced call
routing applications, refer to Chapter 24 Transaction Boxes.
Also refer to:

Chapter 10 Numeric Access

Chapter 11 Opening Greeting

Chapter 15 Recording Voice Fields
Reference
3 - 17

Faxes and the Public Fax Box

The voice mail system Public Fax Box provides fax detect, routing, and
notification for incoming faxes to eliminate the need for a separate dedicated
telephone line for the fax machine.
The system can send a public notice when a call is routed to the Public Fax
Box, so you can check for fax arrival. A caller can record a voice message
about the fax before sending it, and it is added to the fax notice. The operator,
or anyone with public message access, can then redirect the notice and
attached message to the person who received the fax.
S
ECTION 1

DIFFERENCES
BETWEEN MANUAL
AND AUTOMATIC
FAXES
The voice mail system recognizes two incoming fax types:

Manual faxes
The person sending the fax dials your telephone number from a fax
machine telephone keypad, and listens to the progress of the call on a
speaker or handset. When the voice mail system answers, the caller
presses the fax extension number and may record a voice message
about the fax. When the fax machine tone is heard, the Send or Start key
is pressed to send the fax.

Automatic faxes
The person sending the fax sets the fax machine to send a fax
automatically. The caller does not have to monitor the progress of the
call. The voice mail system hears the fax tone on the line when it
answers the call, and automatically delivers it to the fax extension.
Reference
4 - 1

Issue 3
EliteMail VMS/EliteMail Limited
S
ECTION 2

THE PUBLIC FAX BOX
You control how the system handles incoming faxes using the Public Fax
Box. Refer to Figure 4-1 Sample Public Fax Box on Application Screen
Page 6. To view this screen, sign in to the voice mail system at the system
console. Press to view Application screen Page 6.
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Figure 4-1 Sample Public Fax Box on Application Screen Page 6
The settings in the Public Fax Box section apply to both manual and
automatic fax calls. When the system answers a call and hears fax tone, it
immediately transfers the call to the fax extension specified in the
Transfer? Yes field.
The Fax ID is the number a caller presses to send a manual fax.
Depending on how you set up the system, the system may ask the caller
to record a message describing the fax and stating who should receive it.
If the fax extension does not answer (or the extension is busy and call
holding is not available), the system handles the automatic fax call as
instructed in the Alt Action field. You may allow callers sending a manual
fax to hold if the fax extension is busy. Obviously, a fax machine sending
an automatic fax cannot choose to hold if the fax extension is busy.
The fields in the Public Fax Box section of the screen are used as follows:
4 - 2
Faxes and the Public Fax Box

EliteMail VMS/EliteMail Limited
Issue 3

Fax ID
The System ID to reach the fax machine. The ID must be unique and
cannot conflict with any other Personal IDs, Extension # IDs, or
System IDs. Callers press this ID to send manual faxes. You should
mention this ID in the opening greeting, so callers know the number
to dial to reach the fax machine.
To prevent callers from pressing the System ID directly, you can use
a hidden System ID (by adding $ to the beginning of the System ID).
If the fax System ID is hidden, or if the Fax ID field is blank, outside
callers cannot send manual faxes. The system delivers automatic
faxes only.

Voice name
The fax box recorded name is the Public Fax Box. You may record
this name again using a local connection if you want. For details,
refer to Chapter 15 Recording Voice Fields.

Transfer?
To set up the voice mail system to handle incoming faxes, set the
Transfer? field to Yes and enter the telephone extension number
that the fax machine is connected to. The voice mail system
transfers all incoming fax calls to this extension.
Just below the Transfer? field, specify the call transfer you want:
Release, Await-Ans, or Wait-Ring. Except for a Release call
transfer, specify the number of rings you want the voice mail system
to wait. For more details on how call transfer works, refer to Chapter
2 Section 2 Call Transfer on page 2-11 and Section 3 Screen Calls
on page 2-16.

Holding?
This field applies only to manual faxes, and requires Await Answer or
Wait for Ringback transfer. Set this field to Yes if a person sending a
manual fax should be allowed to hold by pressing 1 if the fax
machine extension is busy. Set this field to Vox if the person should
be allowed to hold by saying Yes instead of pressing touchtones. A
fax machine sending an automatic fax cannot hold. To turn off call
holding, set this field to No.
Reference
4 - 3

Issue 3
EliteMail VMS/EliteMail Limited

Alt Action
Use this field to specify what should happen if the fax extension does
not answer or is busy (and holding is not allowed). This option
requires the Await Answer or Wait for Ringback call transfer. Enter
the letter for the Action you want:
G
Go to system ID
H
Hangup
O
Transfer to operator
R
Restart
S
Say good-bye
T
Take a message
For details on these codes, refer to Appendix B Action Codes.

Announce
This field controls whether or not the system sends a public notice
when it transfers a call to the fax machine, and if it asks the person
sending a manual fax to record a message describing the fax and
stating who should receive it.
ANNOUNCE
ASK CALLER TO
NOTIFY WHEN
FIELD
RECORD A
FAX CALL IS
MESSAGE?
TRANSFERRED?
Always
Yes
Yes
Voice
Yes
Only when caller
records a voice
message
Post
No
Yes
Never
No
No
If you use fax notification, the public fax notice is available to any
subscriber who has public message access (typically the operator or
system manager).
4 - 4
Faxes and the Public Fax Box

EliteMail VMS/EliteMail Limited
Issue 3
If the fax machine is located in the same office with the operator or
system manager, you should set the field to Voice (if you want
callers to be able to record a message), or Never (callers are not
asked to record a message). That way, the operator or system
manager does not receive unnecessary fax notices. However, if the
fax machine is located out of the operator or system manager sight,
you should set the field to Always or Post so they are notified when
faxes are delivered.
Set Up the Public Fax Box
1.
Connect the fax machine to a telephone system extension. Identify
the extension number.
2.
Choose a unique System ID for the Public Fax Box, and enter it in
the Fax ID field. Callers can press this System ID to reach the fax
machine, or it can be used in any Action field GotoID (e.g.,
GotoID329).
3.
Set the Transfer? field to Yes and enter the fax machine extension
number. Choose the call transfer type. If you choose Await Answer
or Wait for Ringback, enter the number of rings the system should
wait before taking an action in the Rings field.
4.
If you want to allow callers to the fax machine to hold if the fax
extension is busy, set the Holding? field to Yes (to let outside callers
press 1 to hold) or Vox (to let outside callers say Yes to hold).
5.
Set the action the system should take if call holding is turned off, and
the fax extension does not answer or is busy.
6.
In the Announce field, set how you want the system to handle fax
notification.
7.
Add the CNG startup option to the Startup field on Line 58 of Figure
4-2 The CNG Startup Option on Application Screen Page 6.
Reference
4 - 5

Issue 3
EliteMail VMS/EliteMail Limited
S
ECTION 3

SET THE CNG
STARTUP OPTION
To use the Public Fax Box, you must add the CNG startup option to the
Startup field on Line 58 of Application screen Page 6. This option sets the
voice mail system to recognize incoming fax tone. Refer to Figure 4-2 The
CNG Startup Option on Application Screen Page 6.
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Figure 4-2 The CNG Startup Option on Application Screen Page 6
Add the CNG Startup Option
1.
At the voice mail system Banner Screen, press to sign in. Enter a
System Manager Personal ID, and press . If asked, enter the
System Manager security code, and press .
2.
Press until you see Application screen Page 6. Highlight the
Startup field.
3.
If necessary, press repeatedly to move the cursor to the end of
any startup options already entered in the field.
4.
Enter CNG, then press to accept each option on Line 58.
S
ECTION 4

USING MULTIPLE FAX
MACHINES
You can connect more than one fax machine. To do this, set up the Public
Fax Box extension as a hunting extension on the Electra Elite system.
Then, if a fax extension is busy when another fax comes in, the Electra
Elite system can transfer the call to another fax extension in the hunt
group. The voice mail system receives a busy signal only if all extensions
in the hunt group are busy.
4 - 6
Faxes and the Public Fax Box

Guests

Subscribers can provide a more personal interface through the voice mail
system for special clients, contacts, friends, or family to greet them by name
and direct access to exchange messages with a particular subscriber.
Such people are enrolled on the system as subscriber guests. A guest is
assigned to a particular subscriber and can trade messages with the host
subscriber the same way other subscribers leave two-way messages.
Guests can leave messages only for their host. A guest can leave a message
for another subscriber or try an extension only as an outside caller.
This chapter describes guests, and how to add them to the system.
S
ECTION 1

ADD A GUEST
Guests are added to the system by the System Manager at the system
console.
1.
At the Banner Screen, press to sign in. Enter a System Manager ID
and press . If asked, enter the System Manager security code,
and press .
2.
Press - to jump to the Personal Directory Screen.
3.
Press or (or use the Jump command) to display the
page for the guest host subscriber.
4.
Press to view the Add Menu.
5.
Press to highlight Guest, and press .
6.
When the system asks Add Guest for <subscriber name>? (Y/N):
press if the system displays the host name. Otherwise, press .
Enter the first three letters of the host last name, and press .
Press until you find the subscriber you want, then press .
7.
At the prompts, enter the guest Personal ID, last name and first name.
The new guest Personal Directory page is displayed. Refer to Figure 5-1
Personal Directory for a Guest.
8.
Record a guest name. For details, refer to Chapter 15 Recording Voice
Fields.

Guests cannot enroll by telephone; their name must be recorded
at the console.
Reference
5 - 1

Issue 3
EliteMail VMS/EliteMail Limited
.

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Figure 5-1 Personal Directory for a Guest
S
ECTION 2

DELETE A GUEST

The system waits for all ports to clear before deleting the guest.
1.
At the voice mail system Banner Screen, press to sign in. Enter a
System Manager ID, and press . If asked, enter the System
Manager security code, and press .
2.
Press - to view the Personal Directory. Press or
(or use the Jump command) to view the guest page.
3.
Press .
4.
Press . The system asks for confirmation.
5.
Press . The system deletes the guest after all ports are
cleared.
S
ECTION 3

THE GUEST
CONVERSATION
To trade messages with the host subscriber, a guest calls the system and
enters a Personal ID when the system answers. The opening greeting may
not specifically tell guests to enter their Personal IDs, so you should tell
them to enter a Personal ID when they call the system.
When the system recognizes a guest Personal ID, it says:
"<Guest name>, how nice to hear from you!"
5 - 2
Guests

EliteMail VMS/EliteMail Limited
Issue 3
The system then:

Plays any messages the host left for the guest.

Offers to take a message or reply from the guest or host.

Says good-bye as follows:
"If you'd like to try an extension, you may do so now (pause). See
you later!"
The system conversation with the guest is simple and direct. It keeps
the touchtones that a guest must press to a minimum, yet allows full
two-way messaging between the guest and the host subscriber.
If the guest wants to reach a subscriber other than the host, the
guest must do so as an outside caller, either by pressing the other
subscriber extension number during the good-bye phrase, or by
making a separate call to the system.
S
ECTION 4

URGENT MESSAGES
FROM GUESTS
Guests can mark messages to their host subscriber for urgent delivery.
Guests cannot access any other special delivery option. To control urgent
message delivery for a guest, use the Send Msg Urgent? field on the
guest Personal Directory page. Set this field to Yes to automatically mark
every message a guest sends as urgent. Set this field to Ask to let the
guest choose if a message is marked urgent. Set this field to No to keep a
guest from marking any message urgent.
Guests and Message Groups
Because a guest can trade messages only with the host subscriber, a
guest can only be a member of the private message groups owned by the
host. A guest cannot be a member of any open message group, even if the
group is owned by the host subscriber.
Also refer to:

Chapter 9 Messages

Chapter 11 Opening Greeting

Chapter 20 Subscribers
Reference
5 - 3

Interview Boxes

The system can ask callers a series of questions using an interview box. An
interview box may be used to ask for names and addresses, take sales
orders, or take names, problems and telephone numbers in a product support
organization.
Each interview box is owned by a subscriber. The owner receives all
messages left in the interview box. This chapter describes how to design and
use interview boxes.
S
ECTION 1

ADD INTERVIEW
BOXES
The System Manager adds interview boxes individually at the system console.
1.
At the voice mail system Banner Screen, press to sign in. Enter a
System Manager ID, and press . If asked, enter the System
Manager security code and press .
2.
Press - to jump to the Transaction Directory.
3.
Press for Add. The Add Menu is displayed.
4.
Press ! to select interview box.
5.
Press to set the System Manager as the box owner, or press
to choose a different owner. Enter the owner last name, and press
. Press until the system displays the owner name, then press
.
6.
Enter the interview box System ID, and press .
7.
Enter the name of the interview box, and press . You cannot
leave the name blank.
S
ECTION 2

SET UP AN
INTERVIEW BOX
Before setting up an interview box, you should write the text of the questions.
For each question, decide the number of seconds a caller response can last.
The questions may include introductory statements or other information. You
should also decide how a caller routes to the interview box.
Reference
6 - 1

Issue 3
EliteMail VMS/EliteMail Limited
A caller may route to an interview box in any of these ways:

You can set the Action to route a caller to the interview box System
ID (For example, GotoID$PM) or set the Action to GotoID for a
transaction box, a voice detect box, or the Operator Box. Callers do
not need touchtone telephones.

You can answer a particular port with an interview box. Enter the
interview box System ID on Line 13 of Application screen Page 2.
Callers do not need touchtone telephones.

You can set up a one-key dialing menu, where the interview box
System ID is assigned to a single key. Caller must have a touchtone
telephone.

The caller can press the interview box System ID. You should include
the System ID in the opening greeting so callers know how to reach
the interview box. Caller must have a touchtone telephone.
The Interview Box Screen

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Figure 6-1 Sample Interview Box

System ID
An interview box is accessed through the System ID that is defined
when the box is created. For details, refer to Chapter 22 System IDs.
6 - 2
Interview Boxes

EliteMail VMS/EliteMail Limited
Issue 3

Voice name
Record a name for the interview box using a local connection. For
details, refer to Chapter 15 Recording Voice Fields. The system
plays the recorded name to the subscriber who owns the box when it
announces that the box has messages. For example:
"<The Night Sales box> has a message for you."
If you do not record a name, the system plays the box System ID
instead, translating any letters in the System ID to the corresponding
touchtone numbers.

Questions
Record the questions in sequence starting with the first. Questions
may include introductory statements or other information in addition
to actual questions. For details, refer to Chapter 15 Recording Voice
Fields. For the introductory statement say, "I'm going to ask several
questions. After each, please reply. First,..."

Reply
After recording each question, enter the maximum reply time, in
seconds, for the caller to answer the question. If the caller stops
speaking before the end of the maximum reply time, the system goes
on to the next question. Set the reply time to zero for any question or
statement that does not require a response from the caller.
The system waits until the caller is finished answering a question
before asking the next question (up to the maximum reply time). The
time that the system pauses after the caller has finished the answer
is determined by the Long ending and Short ending fields on
Figure 18-11 Application Screen Page 6 on page 18-15. If the reply
time is set less than 30 seconds, the system uses the value in the
Short ending field. Otherwise, it uses the value in the Long ending
field. For details, refer to Chapter 9 Messages.

Send Msg Urgent?
This field controls whether or not outside callers are asked to leave
urgent messages in the interview box. If this field is Yes, every
message from an outside caller is marked urgent. If this field is Ask,
the system asks an outside caller whether or not to mark the
message urgent. If this field is No, outside callers cannot leave
urgent messages.
Reference
6 - 3

Issue 3
EliteMail VMS/EliteMail Limited

After
Select an applicable action to be taken after the interview is
completed. The possible actions are the same as for transaction
boxes, except that T (For Take-msg) is not allowed. The most
common actions after an interview are Say good-bye or Hangup.
The actions allowed are:
G
Go to System ID
H
Hangup
O
Transfer to operator
R
Restart
S
Say good-bye
For details on these codes, refer to Appendix B Action Codes.
Leave Message in an Interview Box
A caller routed to an interview box hears the questions in the order they
are recorded. If the caller does not finish answering a question in the
allotted reply time, the system continues with the next question.
Retrieve Message from Interview Box
All responses to the interview are stored as a single message, with a beep
between each response. The subscriber who owns the interview box does
not hear the original questions when listening to the replies. If a caller did
not answer one of the questions in the sequence, the subscriber hears two
consecutive beeps.
Only the owner of the interview box receives messages for the box.
Interview box messages are listed in the message stack after transaction
box messages, but before public messages.
6 - 4
Interview Boxes

EliteMail VMS/EliteMail Limited
Issue 3
S
ECTION 3

DELETE AN INTERVIEW
BOX
1.
Sign in to the system, and press - to jump to the Transaction
Directory.
2.
Press or or use the Jump command to display the
correct interview box.
3.
Press for the Delete Menu.
4.
Press to select Box.
5.
Press to confirm.
Delete All Messages from Interview Box
After you hear an interview box message, the message is deleted at the
same schedule as other messages. A System Manager at the console
can, however, delete all messages from a specific interview box.
1.
Sign in to the system and press - to jump to the Transaction
Directory.
2.
Press or or use the Jump command to display the
correct interview box.
3.
Press for the Delete Menu.
4.
Press to highlight All Messages.
5.
Press to select Box.
6.
Press to confirm.
Also Refer To:

Chapter 2 Section 2 Call Transfer on page 2-11

Chapter 2 Section 3 Screen Calls on page 2-16

Chapter 9 Section 1 Message Types on page 9-1

Chapter 9 Messages Section 10 Message Playback on page 9-31

Chapter 14 Public Interview Box and Public Messages

Chapter 22 System IDs

Chapter 24 Transaction Boxes

Appendix B Action Codes
Reference
6 - 5

Keypad Maps

Telephone manufacturers in many countries have tried to standardize the
location of the letters that appear on a telephone keypad. For example, in the
United States, A, B, and C are always on key 2. However, the location of
letters on the keypad can vary among countries and among different
telephone manufacturers. Many keypads do not show Q and Z, while others
may show them on the 1, 7, 9, or 0 key.
This chapter describes how the voice mail system works with the selected
keypad map.

NEC recommends using the default keypad map installed with the system.
S
ECTION 1

KEYPAD MAPS ON
THE SYSTEM
The system supports five keypad maps shown on next page. For details on
how to set the system to work with the Numbers Only keypad, refer to Chapter
10 Numeric Access.
The Wildcard Key
Some lettered keypads support a wildcard key. This is an unlettered key that
matches any letter or digit. Subscribers and outside callers can use the
wildcard when they are unsure of a spelling. For example, the Q=7, Z=9
keypad map uses the 1 key as a wildcard. Pressing 7-1-1 matches all names
which begin with P, Q, R, or S because the 7 key maps to P, Q, R, or S, and
the 1 key (the wildcard) maps to any letter.
The numbers-only keypad has a wildcard key that can be used only by
subscribers to locate numbered message groups. For example, press 1-1-1 to
match all numbered message groups in the system.

Reference
7 - 1

Issue 3
EliteMail VMS/EliteMail Limited
, !"
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7 - 2
Keypad Maps

EliteMail VMS/EliteMail Limited
Issue 3
S
ECTION 2

CHECK THE KEYPAD
MAP
You can check the name of the current keypad map in the Keypad field on
Line 56 of Figure 7-2 Application Screen Page 6 Showing Keypad Map.
This field is for display only.
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When to Change the Keypad Map
The voice mail system uses one keypad map system-wide. The keypad
map is selected during system installation. After installation, there are only
two reasons to change the keypad map:

An organization installing a new NEC telephone system may want to
change its keypad map if the new telephone keypads are different
from the old telephones.

An organization may want to change its keypad map to better match
the keypad of the majority of its outside callers.
Considerations
Before changing the keypad map, consider the following questions.

Do you want to accommodate internal subscribers or outside callers?
Organizations should try to accommodate both internal subscribers
and outside callers. When that is not possible, most organizations
select the keypad map that matches the keypad on their internal
subscriber telephones.
In some applications, however, you may want to accommodate
outside callers instead of internal subscribers. For example, if you
have an import/export business, you may want to select the keypad
map which best accommodates suppliers or clients, rather than the
internal staff.
Reference
7 - 3

Issue 3
EliteMail VMS/EliteMail Limited

What do you want callers to hear?
If the letters Q and Z do not appear on most caller telephone
keypads, consider using the Q=7, Z=9 keypad map. A system using
this keypad map tells callers where to find Q and Z. Callers leaving
messages or using the automatic directory hear:
"Please press the first three letters of the person last name. For Q,
press 7. For Z, press 9. Please enter the letters now."
If the letters Q and Z do appear on most caller telephone keypads,
consider using one of the other lettered keypad maps. Callers leaving
messages or using the automatic directory hear:
"Please press the first three letters of the person last name."
If only numbers appear on most caller telephone keypads, consider
using the Numbers Only keypad map. For details on systems using
numbers only, refer to Chapter 10 Numeric Access.
Also Refer To:

Chapter 3 Directory Assistance
7 - 4
Keypad Maps

Live Record/Live Monitoring

Live Record allows subscribers to record a telephone conversation from an
outside caller and leave it as a message in a voice mailbox. Live Monitoring
allows a subscriber to hear a message through the speaker of the telephone
as the message is being left by an outside caller.
This chapter explains how to set up Live Record/Live Monitoring for your
system at the EliteMail console, at each telephone extension, and how to use
Live Record/Live Monitoring.
You can decide how to use Live Record to balance subscriber needs with
system resources and requirements. Here are some examples.
Electronic Message-Taking
A receptionist may use Live Record as an electronic message-taking device,
replacing hand-written and hand-delivered messages. Your receptionist
records the conversation live and then assigns it to a mailbox.

Recording telephone conversations may be illegal under certain
circumstances and laws; consult a legal advisor before recording a
telephone conversation. Some federal and state laws require the
party recording a telephone conversation to use an alert tone to
notify all parties to the telephone conversation. Some laws provide
strict penalties for illegal recording of telephone conversation.
S
ECTION 1

SET UP LIVE
RECORD
SYSTEM-WIDE
When you install EliteMail, system settings for Live Record are set to an initial
state that lets you begin to use Live Record immediately. You can adjust each
setting. Refer to Figure 8-1 Live Record Settings.
Reference
8 - 1

Issue 3
EliteMail VMS/EliteMail Limited

°°°°°°°°°°°°°° E A S Y M A D E S W I T C H S E T U P °°°° Page 2 of 3 °°°°

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Figure 8-1 Live Record Settings

Live Record beep interval
Many locales require telephone systems to issue a beep during
conversations being recorded. This field allows you to set an interval
(in seconds, from 0 to 65) for a short beep to confirm that the
conversation is being recorded. When this field is 0, no beep is
issued.

Live Record after transfer
When this field is Yes, the system continues to record a live
conversation after the subscriber who initiated Live Record transfers
the call to another extension.
When this field is No, the system ends the recording session when
the call is transferred to another extension.
S
ECTION 2

CUSTOMIZE LIVE
RECORD AT EACH
EXTENSION
The Live Record feature requires a multiline telephone programmed to
support at least one button to record calls. EliteMail supports six additional
programmable functions to manage Live Record sessions. You can
customize Live Record abilities for individual extensions by programming
buttons to support these required and optional Live Record functions,
listed in Figure 8-2 Live Record Features Programmed at Each Extension.

A station equipped with DTU-16D-2, DTU-32D-2, or DTU-8D-2 may also
access live record features using enabled softkeys.
8 - 2
Live Record/Live Monitoring

EliteMail VMS/EliteMail Limited
Issue 3
FUNCTION
DESCRIPTION
BUTTON
Record
Starts a recording:
Required
Enter the number of a voice mailbox anytime. The
recording is sent when you end the call or the
recording session.
Pause
Stops recording:
Recommended
Press Pause again to resume. Pause does not
add elapsed time to recorded message.
Erase
Erases the recorded call:
Optional
The caller remains on the line. Start another
recording with the Record button.
End
Stops a recording and sends it to the
Optional
specified address:
Caller remains on line after recording ends. If
address is unspecified (Automatic Callback off),
the recording is placed in the voice mailbox of the
one who initiated Live Record.
Rerecord
Erases and automatically restarts recording
Optional
Address
Starts the Automatic Callback conversation if
Recommended
pressed immediately after the recorded call is
completed:
If pressed during the Live Record session, the call
ends and the Automatic Callback conversation
begins. Address lets you review, delete, and
address the recording, and add an introduction.
Urgent
Notifies a subscriber of an urgent message
Requires display
Page
through a pager:
telephone
EliteMail calls the pager number specified by the
subscriber in setup options, within the hours set
by the pager message delivery schedule.
Urgent Page resets the subscriber pager status. If
the pager is off, Urgent Page resets it to on.
Figure 8-2 Live Record Features Programmed at Each Extension
Reference
8 - 3

Issue 3
EliteMail VMS/EliteMail Limited
S
ECTION 3

USE LIVE RECORD
Live Record can be started from any telephone with a Record button.
1.
With an outside call in progress, press Record.
A beep is heard, if enabled, and the Record key lights to indicate that
recording is in progress. Display telephones indicate recording
functions.

If Automatic Recording is enabled, the recording begins immediately
after an outside call is answered.
2.
Dial the mailbox number where the recording should be addressed.
The number may be dialed anytime during the conversation before
the recording party releases the call. The mailbox number can be
changed by entering a new extension during the recording.
To send a recording to multiple mailboxes, send the recording to your
own mailbox, and then redirect it accordingly.
3.
Replace handset to end call. The recording is sent to the applicable
mailbox. Refer to Figure 8-2 Live Record Features Programmed at
Each Extension. If additional Live Record function keys are
programmed at each extension, they function as described.
S
ECTION 4

RECORD AFTER
TRANSFER
Subscribers using Live Record also may want to continue to record a
conversation after the call is transferred.
The subscriber that initiates a Live Record can do this if your Electra Elite
system supports Live Record after transfer and if you have enabled Live
Record after Transfer on Switch Setup screen Page 2 shown in Figure 8-
1 Live Record Settings. If unaddressed, the recording is sent to the
initiating subscriber mailbox.
8 - 4
Live Record/Live Monitoring

EliteMail VMS/EliteMail Limited
Issue 3
S
ECTION 5

LIMITED RECORDING
TIME ON THE VOICE
MAIL SYSTEM
If a site uses Live Record frequently, System Managers should carefully
monitor available recording time. Recording time is displayed on the
Banner Screen at the top right corner, just below the keylock status, and
indicates the time still available for new messages. For example, 1:15
indicates the system has 1 hour and 15 minutes of recording time. If
available recording time falls below 5% of the total possible recording time
for your system, EliteMail VMS does not permit initiating a Live Record
session. If a subscriber attempts to begin a Live Record session, NEC
display telephones display (OUT OF MSG SPACE) on the LCD.
The Disk full warning at mins left field on Easymade Application Screen 6
sets the minimum storage time allowed for Live Record for EliteMail
Limited. EliteMail Limited Subscribers cannot use Live Record if available
storage space is less than or equal to twice this setting (usually 15
minutes). Maximum storage time is 4 hours.
Also Refer To:

Chapter 9 Section 7 Message Groups on page 9-18
S
ECTION 6

SET UP LIVE
MONITORING
You can use a special pop-up window to add or remove manual or
automatic Live Monitoring access code. Refer to Figure 8-3 Access Code
Options Window. On the pop-up window, an active code has * in its
checkbox.

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Reference
8 - 5

Issue 3
EliteMail VMS/EliteMail Limited
Add or remove Live Monitoring codes at the Access Code Options
window:
1.
Press -.
2.
Press .
3.
Press ", #$%&-", , , ', or key to highlight I or J.
4.
Press # ( to add or remove a code.
5.
Press to close the window.
S
ECTION 7

FEATURE KEY
ASSIGNMENT
The Live Monitoring feature key is required for feature operation. The
terminal user can assign the key on a Feature Access or One-Touch key.
The Feature code for Live Monitoring is 07.
S
ECTION 8

LIVE MONITORING
RESTRICTIONS
Voice mail must have Live Monitoring set per mailbox to one of the
following:

Manual Mode

Automatic Mode

Not Available (Default).
Live Monitoring is not available for internal calls but is available for the
following outside calls:

Calls forwarded to Voice Mail

Calls transferred to Voice Mail

DIT/DID calls to Voice Mail.

Manual Mode is available only on terminals with Softkeys.
Live Monitoring is not available:

During an internal call to a station

If a station places a conference call on hold
8 - 6
Live Record/Live Monitoring

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Issue 3

For Voice Mail messages sent to multiple mailboxes

For Voice Mail messages sent to mailboxes that do not correspond
to the actual station number.
If DND, Call Forward - All Call, or station Outgoing Lockout is set during
Live Monitoring Mode, Live Monitoring is canceled. If required, a station
user must set up Live Monitoring after setting Call Forward - All Call.
S
ECTION 9

ENABLE/DISABLE
LIVE MONITORING
Live Monitoring is enabled or disabled using Softkeys. When enabled,
softkeys can set Live Monitoring to automatic or manual mode.
If your telephone does not have softkeys, the system manager can set up
Automatic Live Monitoring.
In automatic mode, a Live Monitoring session starts as an outside caller
begins leaving you a message. Pick up the handset or press Speaker
anytime to connect to the caller.
In manual mode, you choose when to start. As an external caller begins
leaving a message, the softkey LCD shows START and CANCEL. Press
START to begin Live Monitoring or CANCEL to end. After you press
CANCEL, the message continues to be recorded and is sent to your voice
mailbox. Pick up the handset or press Speaker anytime to connect to the
caller. The message recorded before you connect is also saved in your
mailbox.
During Live Monitoring, the Feature Access or One-Touch key that is
assigned for Live Monitoring flashes green and the large LED flashes red.
Reference
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SECTION 10

LIVE MONITORING
OPERATING
PROCEDURES
To enable Live Monitoring:
1.
Press the Feature Access key or One-Touch key assigned as
Live Monitoring.
2.
Dial the password (same as Station Outgoing Lockout password;
default is ).
3.
Live Monitoring key flashes red while feature is set.
To operate Manual Live Monitoring while the caller is leaving a
voice mail message:
1.
Press the START softkey while the CO caller is leaving a
message.
2.
Press the CANCEL softkey to stop Live Monitoring.
3.
Pick up handset to connect to the caller.
To stop Live Monitoring while the caller is leaving a voice mail
message in Automatic mode:
Press the Cancel softkey.
OR
Press the Live Monitoring Feature Access key.
To cancel the Live Monitoring Feature when not in use:
Press the Live Monitoring Feature Access key.
To retrieve a call during the Live Monitoring Feature:
Pick up the handset.
OR
Press the Speaker key.
8 - 8
Live Record/Live Monitoring

Messages

This chapter presents an overview of messages and their life cycle. It also
explains message options, that include:

Edit

Mark for special delivery.
S
ECTION 1

MESSAGE TYPES
The system handles messages differently depending on whether or not it
knows the identity of the sender and recipient of the message.
Identified Callers or Outside Callers
A caller that enters a Personal ID is identified as a subscriber or guest enrolled
on the system. This gives the caller access to more message features than a
caller who is unidentified. Unidentified callers are termed outside callers. Any
caller that has not entered a Personal ID is considered an outside caller by the
system, even a subscriber who forgets to enter an ID or a person that calls
from an extension of the telephone system.
Messages on the system include:
MESSAGE
LEFT BY:
LEFT FOR:
One-way Outside
Caller
Subscriber
Two-way
Subscriber or
Subscriber or Guest
Guest
Public
Outside Caller or
Subscribers with public
System
message access
One-way and two-way messages are described. Public messages are
discussed only briefly here. For details, refer to Chapter 14 Public Interview
Box and Public Messages.
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One-Way Messages
A one-way message is left for a subscriber by an outside caller. The
subscriber who hears the message cannot automatically reply, because
the voice mail system does not know the sender identity.
Many messages for a subscriber are one-way messages. All messages
taken by a transaction box or an interview box are also one-way
messages. These messages are delivered to the subscriber that owns the
box.
Two-way Messages
Two-way messages are left between subscribers or between subscribers
and their guests. A subscriber leaves messages for other subscribers or
guests during the subscriber conversation with the system.
In the subscriber conversation, the subscriber can select who should
receive a message either by the recipient last name or extension number
(actually the recipient Extension # ID). To select by name, the subscriber
spells the first three letters of the recipient last name. The system then
offers a list of matching names, and the subscriber selects the recipient.
Now, the voice mail system knows the identity of both the sender and
recipient of the message, and the recipient can send an immediate reply
as soon as the message is heard. The recipient does not need to identify
who should receive the reply.
Leaving an automatic reply to a subscriber message is the major
difference between one-way and two-way messages.
A subscriber may leave two-way messages for other subscribers or
guests. A guest, however, can leave two-way messages only for the host
subscriber.
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Differences between One-way and Two-way Messages
One-way messages emulate answering machine messages. When
replying to an answering machine message, you must pick up the
telephone and dial the number of the person who called. After listening to
a message from an outside caller, you must call the person who left you
the message to reply.
Two-way messages are interactive. After listening to a two-way message
you can immediately leave a reply without pressing a single key on the
telephone. Two-way messages can be linked in a continuous exchange,
as each subscriber or guest replies to the other previous message.
Public Messages
A public message is a message from either an outside caller or the voice
mail system itself. A caller can leave a public message three ways:

For the Public Interview Box (Transaction Directory)
You can set up the system to interview callers who call after hours.
The interview is performed by the Public Interview Box and the
resulting message is a public message.

For the Public Fax Box (Application screen Page 6)
You can set up the system to route callers to the Public Fax Box
where they can leave a fax. The system creates a notice of the fax,
plus you can also have a caller record a message that is added to
the fax notice. The notice and attached message is a public
message, so anyone with public message access can redirect the
notice and message to the person who received the fax.

For the Operator Box (Application screen Page 3)
You can set up the system to take messages in the Operator Box
when the operator is unable to take a call. Any message left for the
Operator Box is also a public message.
The system can leave a public error notice in the Operator Box if certain
error conditions occur. For details, refer to Section 4 The Message Life
Cycle for the Error Messages later in this chapter.
For details on public messages, refer to Chapter 14 Public Interview Box
and Public Messages.
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S
ECTION 2

IDENTIFY YOURSELF
TO THE SYSTEM
Subscribers who forget to enter a Personal ID when calling the system,
are handled by the system like an outside caller and any messages they
leave are one-way messages or public messages. However, subscribers
or guests can identify themselves by entering a Personal ID when the
system is listening for IDs or extension numbers.
This situation often occurs when the Electra Elite system extensions and
the voice mail system are programmed for Call Forward to Personal
Greeting. A subscriber may call another telephone extension in your office.
If that extension is busy or no answer, the call may be automatically
forwarded to the recipient message box on the voice mail system. The
caller hears the recipient personal greeting. Because the subscriber has
not yet entered a Personal ID, the voice mail system treats the subscriber
as an outside caller and takes a one-way message.
To leave a two-way message, a subscriber can enter a Personal ID while
the recipient personal greeting is still playing. The system then recognizes
the caller as a subscriber and responds:
"Press one to leave a personal message for <recipient name>."
If the subscriber presses 1, the system takes a two-way message for the
recipient.
S
ECTION 3

SPECIAL DELIVERY
OPTIONS
Subscribers can mark messages for special delivery. Delivery options
include:

Urgent
Urgent messages are heard first.

Private
Subscribers cannot redirect a private message.

Future delivery
Specifies a future date and time for the message to be sent.

Return receipt requested
The sender is notified when the recipient hears the message.
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If a subscriber is authorized to use special delivery options, the system
asks each time the subscriber records a message if the message should
be marked for special delivery.
Subscribers can mark messages for more than one special delivery
option. For example, subscribers can send urgent private messages with
return receipt requested. Subscribers can also change or add to the
special delivery options of messages already sent, if the messages have
not yet been received.
Access Codes Control Special Delivery Options
You can restrict a subscriber from using any or all special delivery settings
by adding access codes to the Access field on the subscriber Personal
Directory page. These access codes affect special delivery:
B
No receipt summary
Q
No urgent messages
V
No private messages
W
No future delivery
X
No return receipt request
Z
Automatic return receipt
For complete descriptions of all access codes, refer to Appendix A Access
Codes.
The system can automatically assign special delivery access codes to
each new subscriber you add to the system, or you can add access codes
only for certain subscribers.
Urgent Messages from Guests
Guests can leave urgent messages for their host. However, they cannot
access other special delivery options. The system can automatically mark
every message from a guest as urgent, or the system can ask the guest
whether or not to mark a message urgent. For details, refer to Chapter 5
Guests.
Urgent Messages from Outside Callers
You can allow outside callers to leave urgent messages for particular
subscribers. For any subscriber, you can set the system to mark all
messages from outside callers urgent, mark none of the messages from
outside callers urgent, or ask the callers if they want to mark their
messages urgent. For details refer to Chapter 20 Subscribers.
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You can also allow outside callers to leave urgent messages for
transaction boxes, interview boxes, the Public Interview Box, and the
Operator Box. For details, refer to:

Chapter 6 Interview Boxes.

Chapter 12 Operator Box

Chapter 14 Public Interview Box and Public Messages

Chapter 24 Transaction Boxes.
S
ECTION 4

THE MESSAGE LIFE
CYCLE
All messages are subject to the same retention (aging) pattern:
New message Old message Archived message.

New Messages
New messages are those not yet heard or saved as new. After
access, the system stores a message for a limited time as an old
message. You can keep a new message as new by pressing * during
playback. The next time you call, the system offers the message
again as a new message.
After you open a message, the system sends a receipt to the sender,
even if you save it as new (if the sender is set up for receipt
summaries or return receipts). Also, after you open a message, the
sender cannot cancel it or change its special delivery options.

Old Messages
An old message is one that you have heard but not archived. Old
messages allow you to review recent messages. An old message is
stored for a limited time, typically less than a day. If you want to store
a message for a longer period, you must archive it. Each time you
listen to an old message, you must archive it. Otherwise, the old
message is deleted. An old message must be saved each time it is
heard or it is deleted.
Old messages are stored for the number of days indicated in the
Hold field on a subscriber Personal Directory page.
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Archived Messages
You may explicitly save any message as an archived message. The
time the system stores archived messages, Archive time, is
independent of the Hold time, allowing archived messages to be
stored for a longer period. You can save an archived message more
than once, to extend its life. An archived message must be saved
each time it is heard or it is deleted.

Error Messages
The system indicates a system error by displaying a text message at
the system console and, for some errors, by also sending a voice
message.
·
Text Error Message
The system displays text error messages at the bottom of the
Banner Screen and logs messages in the Call Log (the
ERRLOG.RPT file). Each message has a special code that
identifies the problem. To view the error messages, run an
Error Log or Call Log Report.
·
Voice Error Message
For certain errors, you can set the system to send a voice error
message and display a text message at the console.
For these errors, the system also writes a more detailed
message in the Call Log (also called REPLOG) file that
describes the error and offers some steps you can take to
resolve the problem.
You control who receives an error notice by using the Error notices
to field on Application screen Page 6. Refer to Figure 9-1 Error
Notices to Field on Application Screen Page 6. The system is set by
default to send error notices to the Operator Box (System ID Ø) that
are then available to anyone with public message access.
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EliteMail VMS/EliteMail Limited

C 5 C
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H333333333333333333333@33333333333333333333333333@33333333333333333333333333333I
Figure 9-1 Error Notices to Field on Application Screen Page 6
Like other voice messages, an error notice includes a day and time
stamp and can be redirected to other subscribers or groups.
However, you cannot reply to it.
You can specify one or more subscribers that should receive error
notices by setting the Error notices to field to one or more Personal
IDs. If an error occurs, these subscribers receive a notice from the
voice mail system. This notice is played after urgent messages.
To send error notices to more than one subscriber, separate the
subscriber Personal IDs using , (e.g., 9123,9456,9789). You can also
send error notices to everyone with public message access and to
one or more subscribers (e.g.,Ø,9123,9456,9789).
The field can contain only the System ID for the Operator Box
(usually Ø), and/or one or more Personal IDs. System IDs for other
boxes are not allowed.
If you delete a subscriber who receives error notices, replace that
subscriber Personal ID in the Error notices to field. Otherwise,
unless there is another valid ID in the field, the system cannot send
the voice message if an error occurs. The system can only display a
text message at the system console.
To turn off this feature, remove all the System IDs from the Error
notices to field. The system does not send voice error notices, but
even when this field is blank, the system displays text error
messages at the system console.
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Also Refer To:

Section 5 Message Delivery on page 9-9

Section 6 Message Delivery Telephone Numbers on page 9-11

Section 10 Message Playback on page 9-31

Section 11 Message Receipts on page 9-42

Section 12 Take a Message on page 9-45

Section 13 Message Waiting Lamps on page 9-54

Chapter 2 Section 2 Call Transfer on page 2-11

Chapter 2 Section 3 Screen Calls on page 2-16

Chapter 5 Guests

Chapter 16 Reports

Chapter 15 Recording Voice Fields

Chapter 20 Subscribers

Chapter 22 System IDs

EliteMail VMS/EliteMail Limited Voice Mail User Guide #750178-0

SECTION 5

MESSAGE DELIVERY
The voice mail system can call subscribers to deliver your messages. This
feature is called message delivery. Subscribers can set up the system to
call at home, at work extensions, or on pagers or mobile telephones to
deliver new messages.

Messages are delivered only after the subscriber accesses the system.
The system can make message delivery calls at regular intervals or as
each new message is received. The system can also dial long-distance
numbers, both domestic and international. You can also set the system to
call only when you have an urgent message. Guests may also use
message delivery.
This section describes how to set up message delivery.
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The Message Delivery Conversation
When the system calls to deliver a subscriber messages, it dials a number
then waits for a certain number of rings for an answer. If the telephone is
answered, the system says:
"This is the voice mail system calling with a message for <subscriber>.
Please press your Personal ID now to receive the message."
If the person who answers the telephone enters the correct Personal ID
and security code, the system proceeds with the normal subscriber
conversation and plays the subscriber messages. If the correct Personal
ID and security code are not entered, the system hangs up and logs an
unsuccessful message delivery.
Set Message Delivery Fields
When you add a subscriber or guest to the system, the system sets the
Personal Directory page with the values in the message notification and
delivery fields on Application screen Page 5. You can save time by setting
the fields the way you want for most subscribers, before adding new
subscribers.

The system does not deliver messages for subscribers with the F access
code. The system enables message delivery only after access.
You can also set message delivery individually on a Personal Directory
page for a subscriber or for a guest. Refer to Figure 9-2 Message Delivery
Fields on the Personal Directory Page. The message delivery fields are at
the bottom of the screen on the lines labeled #1, #2, #3, and #4. Each line
stores the message delivery settings for one telephone number.

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H333333333333333333333333333333333333333333333333333333333333333333333333333333I
Figure 9-2 Message Delivery Fields on the Personal Directory Page
Each message delivery line sets the telephone number, the delivery delay,
delivery schedule, the number of rings per delivery attempt, the interval
between delivery attempts, and the delivery method.
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Each field is explained in detail below. The fields that control message
waiting lamps (Lamp #, Activate Lamps?, and On Now?) are described
in Section 13 Message Waiting Lamps.
S
ECTION 6

MESSAGE DELIVERY
TELEPHONE NUMBERS
You can set four different message delivery telephone numbers to provide
message delivery at different numbers on different days, or establish a
cascading priority of which number to try first, second, third, or fourth.
The system allows subscribers to change several of the message delivery
settings over the telephone. For convenience, the system identifies the
message delivery numbers as follows:
ON SCREEN
IDENTIFIED AS
#1
Your work telephone
#2
Your home telephone
#3
Your pager telephone
#4
Your spare telephone
You can assign message delivery numbers using a different convention
(e.g., message delivery for Phone #1 can be assigned to a subscriber
home number). Tell subscribers which number is referred to in each case.
For each message delivery number you use, you should set up several
options. Figure 9-3 Fields in the Message Delivery Line shows where
these options are entered on each line.
#1:X after 0 min,8:00am-6:00pm MTWHF 3 rings 30 min Off
\____/\_________/\__________________/\_______/\______/ \____/
Ext.No. Delay Delivery Schedule Rings Interval Method

Figure 9-3 Fields in the Message Delivery Line

Ext. No.
The extension number or telephone number to dial for message
delivery is entered in the first field of the message delivery line. The
telephone number can have up to 40 characters. (The field scrolls to
the left to accommodate long telephone numbers.) You may use the
standard touchtone digits and symbols (0 through 9, *, #) and certain
letters and characters that have special meanings. These characters
are listed in Appendix E Special Dialing Characters.
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Any other character entered in the telephone number field is ignored
when the system dials the telephone number. To make it easier to
read, you may include parentheses and dashes.

The system does not dial telephone numbers with letters such as 555-
INFO. Enter the actual touchtone digits represented by these letters
instead.

Delay
If Batch delivery is selected, the after __ min field sets the minutes
the system waits after receiving a new message before making its
first attempt to deliver a message to this number. This allows you to
prioritize message delivery numbers for each subscriber. If you set
Phone #1 to 0 minutes delay time and Phone #2 to 60 minutes delay,
for the first 60 minutes the system tries to deliver a new message
only to Phone #1. After 60 minutes, the system attempts to deliver
the message to both Phone #2 and Phone #1.
Do not confuse this initial delay with the delivery interval. This field
only sets the delay of the first attempt to deliver a message to this
number. In contrast, the delivery interval controls how much time
elapses between subsequent delivery attempts.

Delivery Schedule
This field specifies the hours and days that message delivery to this
number is active. Include both beginning and ending hours and days
of the week (M T W H F S U). H is Thursday, and U is Sunday. When
the message delivery schedule overlaps with another, the system
tries to deliver messages to both numbers.

Rings
This field specifies how many rings the system waits for an answer
when calling this message delivery number. For most applications,
set 3 rings or greater. If you are using call forward on ring-no-answer,
the number of rings to wait should be set 2 rings less than the
number of rings programmed on the Electra Elite telephone system.

Interval
This field specifies the minutes the system waits after an
unsuccessful message delivery attempt before trying each active
message delivery number again. An unsuccessful delivery attempt
occurs when the message delivery number is busy or goes
unanswered or is answered by a person (or answering machine) that
does not enter the subscriber Personal ID. Delivery interval may be
set to a maximum of 999 minutes (16 hours, 39 minutes).
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Method
The system can deliver Each, Batch, or Urgent messages:
·
Each
The system starts the message delivery process for this
number as soon as each new message is received.
·
Batch
The system starts the message delivery process when the first
new message is received for a subscriber. If this first message
delivery is unsuccessful, the system waits for the specified
delivery interval before trying this number again. With this
method, the system never calls a message delivery number
more often than the specified interval.
The difference between Each and Batch is best shown by
example. Look at the following message delivery settings:
#2: 555-1234 after 0 min, 8:00am- 5:00pm MTWHFSU 5
rings 30 min, Each
#3: 555-6789 after 0 min, 8:00am- 5:00pm MTWHFSU 5
rings 30 min, Batch
Assume the system is not very busy, ports are always available
for message delivery, and neither 555-1234 nor 555-6789
answers when the system calls. If a new message comes in at
1:00pm, the system immediately calls Phone #2 and Phone #3.
If neither answers, the system schedules the next try for these
numbers for 1:30pm. If, however, another new message comes
in at 1:10pm, the system immediately tries Phone #2 again,
because Phone #2 is set to Each. The system does not try
Phone #3 again until 1:30pm, because it is set to Batch.
Notice that the initial delay, delivery schedule, delivery interval,
and delivery method all work together to determine when a
message delivery number is called. If Phone #3 had an initial
delay set to after 20 min, the system would make its first
delivery try to this number at 1:20pm rather than 1:00pm.
·
Urgent
The system delivers only new urgent messages.
Delivery may also be Off to turn off message delivery to a number.
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Subscribers may use a touchtone telephone to turn message delivery on
or off or change their delivery method between Each and Urgent.
Subscribers cannot change between Batch and Urgent delivery by
telephone.

To use Each or Urgent delivery, the after __ min field must be zero. If you
set this field to any number other than zero, Batch delivery is required.
Special Dialing Characters
You may include special characters in the Phone #1, Phone #2, Phone #3
and Phone #4 fields. The characters affect how the voice mail system dials
these numbers. Refer to Appendix E Special Dialing Characters for
descriptions of the special characters.
The timing characteristics of the special characters (%, ;, &, and ,)can be
changed on Switch Setup screen Page 2. For details, refer to Chapter 21
Switch Setup.
Dialing External Telephone Numbers
By default, if a telephone number field has more than five characters
(including special dialing characters), the voice mail system assumes that
it is an outside number and automatically dials the outdial access code
first. The outdial access code is defined on Line 3 of Switch Setup screen
Page 1. Refer to Figure 9-4 Outdial Access Code on Switch Setup Screen
Page 1. (The default code is 9.)

!
"# $
$ %!% &'%( )**** +,- .,- #)

/0000000000000000000000000000000000000000000000000000000000000000000000000000001

&23 (( .*

4 !%(! % 56
) )*

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72(8 ) )*

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9 !:';(;)!3 4 ;4 ;<
) ( % #)= (

> %(! % !% = (
&?@ 3 8 9-

< )%?% : -
)%? : 9-

+ 3 3 8 49-

A000000000000000000000000000000000000000000000000000000000000000000000000000000B
Figure 9-4 Outdial Access Code on Switch Setup Screen Page 1
If you do not specify an outdial access code on the Switch Setup Screen,
you must remember to include the correct code every time you set
message delivery to an outside number at the console. Subscribers must
also include the correct code when they change message delivery
numbers by telephone.
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Override the Outdial Access Code
You can prevent the system from dialing the outdial access code with
particular telephone number fields (even on telephone numbers with more
than five characters). To do this at the system console, insert , as the first
character in the telephone number field. To do this by telephone, press the
pound key to insert a pause as the first character of the telephone number.
Change Length of External Telephone Numbers
By default, if a telephone number field has more than 5 characters, the
voice mail system assumes it is an external call. However, you change this
value by adding the outdial trigger length option to the Integration
Options field on the Switch Setup screen Page 1. The outdial trigger
length option defines the number of characters that must be in a telephone
number field before the voice mail system recognizes the number as an
external call.
To change the outdial trigger length, in the Integration Options field,
enter OTL=n, where n is a number between 4 and 15 (e.g., enter
OTL=11). In this example, the system considers telephone numbers with
11 or fewer characters internal extension numbers. All telephone numbers
with 12 or more characters are considered external calls.
Prioritized Message Delivery
Message delivery delay allows subscribers to prioritize between multiple
delivery telephone numbers that are active at a given time and day. The
subscriber most probable location is tried first, then if the subscriber
cannot be reached in a reasonable time, other locations or a pager are
included in delivery attempts.
With Batch delivery, you can assign different priorities to delivery
telephone numbers by specifying different delay times in the after __ min
field on each delivery telephone.
The system calls a particular delivery telephone only when all three of the
following conditions are true:

A new message pending for longer than the number of minutes
specified in the after __ min field.

The current day and time is within the message delivery schedule.

The delivery method is Batch.
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Dispatch Message Delivery
You can use the system initial delay feature to deliver new messages to a
series of people in priority order. To do this, create a test subscriber, with
the telephone numbers of up to four subscribers entered as message
delivery numbers. The after __ min field can then prioritize which
subscriber is called first to receive the message.
In the opening greeting you can include instructions for callers to dial a
specific extension to request emergency service. This extension is the
System ID of an interview box belonging to a test subscriber. The system
asks the caller to answer a series of questions to collect information about
the emergency. After the caller records a message, the system begins
calling the four message delivery numbers for the test subscriber that are
actually the pager numbers for four on-call technicians. One of the
technicians can then call the system and enter the test subscriber
Personal ID and security code to retrieve the message.
Change Message Delivery by Telephone
You can use any touchtone telephone to turn message delivery on or off,
or change many of the delivery settings. The EliteMail VMS/EliteMail
Limited Voice Mail User Guide #750178-0 details how to set message
delivery by telephone. You can use setup options to change these
message delivery features:

Turn message delivery on or off.

Change the message delivery telephone number.

Change the days and/or hours the message delivery number is
active.

Switch between the Each and Urgent message delivery methods.
You cannot adjust the number of rings to wait for an answer, the initial
delay, or delivery interval by telephone. You cannot change the delivery
method of a message delivery number that is set to Batch (even if the
Batch delivery number is currently turned off) by telephone. Only a System
Manager can change these settings at the console.
Enter Pauses for Message Delivery by Telephone
When setting a message delivery telephone number by telephone, you
can press # to enter a pause in the delivery number. This pause is
displayed on screen as , . All other special dialing characters must be
entered at the console.
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Set Default Urgent Message Delivery Number
By default, delivery number #4 (Your spare telephone) is set for Urgent
delivery and is active 24 hours a day. Over the telephone, a subscriber can
turn on message delivery to a spare telephone, set a message delivery
telephone number, and have urgent messages delivered, without extra
configuration by the System Manager.
Keep Subscriber from Changing Message Delivery
You can restrict a subscriber from changing message delivery settings by
adding A to the Access field on the subscriber Personal Directory page.
This keeps the subscriber from hearing the setup options conversation.
The subscriber then cannot change personal greetings, message groups,
call transfer options, message delivery, recorded name, spelled name,
security code, or directory listing by telephone. To allow the subscriber to
change personal greetings only, use the A and T access codes.
Set the System to Call a Pager
The system may activate a pager to notify a subscriber or guest of new
messages. Enter the pager telephone number as one of the message
delivery telephone numbers on a Personal Directory page. Refer to Figure
9-5 Sample Personal Directory Screen, with Message Delivery to Pager.
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To display the voice mail system telephone number on the pager display,
enter the pager telephone number in the field for the message delivery
telephone number, followed by a few seconds of pause (using commas),
then the voice mail system telephone number (e.g., 555-1234,,,555-5678).
Phone #3 is set as your pager telephone, but you can set any delivery
telephone number to call a pager; it does not have to be Phone #3.
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Use Special Characters for Pagers
In most cases, you only need to call a pager to activate it. To set the voice
mail system to call these pagers, enter the pager telephone number in the
field for the message delivery telephone number followed by a few pauses
and a disconnect (e.g., 555-1234,,,Q) Q means disconnect.
Other pagers require that you dial the number, wait for answer, and then
dial the number the subscriber should call back. For details on how best to
deliver messages to these types of pagers, contact Technical Support.
Also Refer To:

Section 1 Message Types on page 9-1

Section 10 Message Playback on page 9-31

Chapter 20 Subscribers

EliteMail VMS/EliteMail Limited Voice Mail User Guide #750178-0
S
ECTION 7

MESSAGE GROUPS
Message groups let you send the same message to a group, such as a
department. You send a message to a message group just like you send
a message to a subscriber, identifying the group by name or group
number. The System Manager can create and maintain message groups
at the system console. Subscribers can also create and maintain their own
message groups from any touchtone telephone, by accessing setup
options. Guests cannot create or send messages to message groups.
This section explains how to create and maintain message groups.
The Group Owner
Every message group has an owner. The owner is either a subscriber that
creates the group by telephone or is assigned as the group owner by the
System Manager at the console. A System Manager can be a group
owner.
Only the owner of a group can change the group by telephone, including:

Add or delete group members

Change the group name or number

Delete the group itself.
However, the System Manager can change any group at the console.
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Some groups may be owned by the system instead of by an individual
subscriber or System Manager. Groups owned by the system can be
changed only at the console, not by telephone. However, the System
Manager can reassign a group owned by the system to a new owner to
allow that person to change the group by telephone.
The Group Members
Message group members are the people listed to receive a message. A
message to a group is sent to all the group members. Any subscriber can
be a member of any message group. Guests can be members of certain
groups owned by the guest host.
Differences between Private and Open Groups
You can create private or open message groups.

Private
The only person who can send messages is the group owner.

Open
Any authorized subscriber can send messages. A subscriber does
not have to be a member of an open group to send a message to
that group.
The System Manager can enter Y in the Access field on the subscriber
Personal Directory page to limit any subscriber from creating and sending
messages to open groups. You can restrict only a subscriber from sending
messages to all open groups. The Y code also restricts a subscriber from
creating open groups. For details, refer to Keep Subscriber from Sending
to Open Groups on page 9-27.
Private Groups and Guests
Guests cannot be members of open groups. Because a guest is created to
trade messages only with the host subscriber, a guest can only be a
member of the private groups owned by the host.
Dispatch Distribution
With dispatch distribution, the first group member to listen to a group
message is the only one who receives it. After a subscriber hears all of the
message, the system removes the message from the other group member
voice mailboxes.
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If a group member listens to only the beginning of the message then saves
the message as new, the system does not mark the message as received.
Other group members may still retrieve the message until one of the group
members listens to the entire message.
For example, the manager of a customer service department might set up
a group with dispatch distribution that contains all the department service
representatives. The manager could send any message about a customer
problem to this group. The manager does not care which representative
gets the message and handles the problem, as long as someone in the
department does. With dispatch distribution, the manager can ensure that
one person in the group gets the message, without requiring everyone in
the group to listen to it.
MESSAGE GROUP
DEFINITIONS
Group Owner
The subscriber who can change the group
by telephone
Private Group
Only the group owner can send messages
to a private group
Open Group
Any authorized subscriber can send a mes-
sage to an open group.
Open Group of ·SYSTEM·
Any authorized subscriber can send a mes-
sage to this group. No one can change the
group by telephone.
Dispatch Distribution
The first group member to listen to a group
message is the only one who receives it.
Figure 9-6 Message Group Definitions
S
ECTION 8

THE GROUPS SCREEN
Subscribers can create and maintain message groups from any touchtone
telephone. The System Manager can also create and maintain message
groups at the system console, by accessing the Groups screen. Refer to
Figure 9-7 Sample Groups Screen.
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Press - to access the Groups Screen.
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Figure 9-7 Sample Groups Screen
One message group is displayed at a time on the Groups screen.
Message groups are sorted by group name or number. If message groups
are not added to the system, all fields on the screen are blank. If the
system has message groups, press or (or press -)) to
view other message groups in the system.

Name
The top line of the Groups Screen shows the group name in the field,
whether the group is open or private, and who the group owner is.

Dispatch
Specifies whether or not the group is a dispatch group. The default
is No.

Voice
This field contains the group recorded name. The numerical value in
the field displays the number of seconds the recorded name lasts. If
a name is recorded, the value in the field is greater than zero. If a
name is not recorded, the value in the field is 0:00.
The lower screen helps you track the members already added to the
message group and the date they last received a message for the group.

Member name
The names of all members are listed in this field. A message group
can contain more subscribers than the screen can display at once.
Press or * to view all message group members.
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Last Contacted
This field displays the date and time the member of the group last
received a group message. If the Last Contacted field is blank, the
member has not received the most recent group message. Or, if
every member Last Contacted field is blank, either there is no group
message to listen to, or a group message was just sent, and no one
has listened to it yet.
Differences between Named and Numbered Groups
The system can use either named message groups or numbered message
groups. A message group name or number is stored in the Name field on
the Groups Screen. It is usually easiest for subscribers that create and
select groups by telephone if message groups have either named or
numbered fields, rather than both.
Unlike System IDs, message group names or numbers do not have to be
unique.

If the system uses the Numbers Only keypad map, you can use only
numbered message groups.

Named Message Groups
With named message groups, each message group name should
start with three letters. For example:
All Sales People
Technical Support
Subscribers send a message to the group by spelling the first three
letters of the group name on the telephone keypad.

Numbered Message Groups
With numbered message groups, each message group name should
start with a three-digit number (e.g., 645 All Sales People or 625
Technical Support).

You should not use the system wildcard digit (0 or 1) in a message
group number. Using the wildcard digit makes it harder for subscribers
to select the group.
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Use Numeric Access with Numbered Groups
Numbered groups are usually used on systems with numeric access.
Under numeric access, subscribers press a special System ID for
numbered groups, followed by the group number to send a message
to the group. This way, the system does not confuse Extension # IDs
with message group numbers. The special System ID for numbered
groups is set on Application screen Page 6. For details, refer to
Chapter 10 Numeric Access.

Use Lettered Access with Numbered Groups
You can use numbered groups on systems where subscribers send
messages by spelling a last name, but it is not as efficient.
A subscriber who presses 6 4 5 to select the message group 645
Sales People, first hears all last names spelled with the keys 6 4 5,
such as Miller, Mikulsky, Nagy, Nilsen, Oglesby, or Ohman. Only
after the subscriber answered no to all these names would the
numbered group 645 Sales People be heard.
Name Groups Created by Telephone
When a subscriber creates a new group by telephone, the subscriber
presses three keys for the group spelled name or group number. The
system displays these three keys in the Name field of the group.
If subscribers normally send message by selecting a number (i.e., a
special System ID exists for numbered groups), the system displays a
three-digit group number in the Name field.
If subscribers normally send messages by spelling a name (i.e., no special
System ID exists for numbered groups), the system translates the keys
pressed by a subscriber into letters. This allows the system to sort the
message groups in the correct order when listing them over the telephone.
Although different letters are associated with each lettered key on the
telephone, the system displays the first letter on a telephone key. For
example, a subscriber creates a group named Eastern Region and enters
a group name of E A S. To do this, the subscriber enters 3 2 7. The system
translates the group name to DAP.
If you change message groups at the console frequently, listen to the
recorded name of any open group created by telephone and enter a more
complete group name in the Name field. This makes it easier to find the
group on the Groups Screen later. If you change the first three characters,
tell the group owner, so he or she can still select the group by telephone.
Reference
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Choose Group Names and Numbers
A group spelled name or number is important for two reasons. The system
sorts groups in the Groups Screen based on the name or number in the
Name field. Also, a subscriber uses the first three characters of the group
name or number to select the group by telephone.
A message group also has a recorded name. A message group recorded
name is the name subscribers hear when selecting a group.
Group names or numbers do not have to be unique. However, the group
recorded name should correspond to the group spelled name or number to
make it easy for subscribers to select the group they want. Groups with
identical recorded names cause confusion.
Carefully consider the names or numbers you give open groups. If you use
named groups, choose three letters that are easy to remember. For
example, it would be easy to remember that pressing A L L on the
telephone keypad sends a message to a group with the recorded name All
Staff. If you use numbered groups, it helps to distribute a list of open
groups and their group numbers to all subscribers, to reduce duplicate
group numbers.
Add Groups at the Console
1.
At the voice mail system Banner Screen, press to sign in. Enter a
System Manager ID, and press . Enter the System Manager
security code and press .
2.
Press - to display the Groups Screen.
3.
Press to add a group. The pop-up Add Menu window is displayed.
4.
Press the arrow keys to highlight either Private Group or Open
Group, and press .
5.
To add a group owned by the System Manager, press . To assign
the message group to another subscriber, press .
For open groups, you can press to assign the group to
·SYSTEM·. Otherwise, enter the name of the new group owner.
6.
Enter the first few letters of the subscriber last name, and press
. The system displays the name of the first subscriber whose
last name matches these letters. Press to select this subscriber.
Press to view the next subscriber whose last name matches the
letters. Press until the subscriber name is displayed. Press .
7.
Record a name for the message group. For details, refer to Chapter
15 Recording Voice Fields.
8.
Add members to the message group.
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Add Group Members at the Console
1.
At the voice mail system Banner Screen, press to sign in. Enter a
System Manager ID, and press . Enter the System Manager
security code, and press .
2.
Press - to display the Groups Screen. Press or
(or use the Jump command) to display the message group you want.
3.
Press . The system displays the pop-up Add Menu.
4.
Check that Member is highlighted, and press . The system
asks you to enter the last name of the subscriber you want to add to
the message group.
5.
Enter the first few letters of the person last name, and press .
The system displays the name of the first subscriber whose last
name matches the letters you entered.
6.
Press to select the name. Press to view the next subscriber
whose last name matches the letters you entered. Press until the
name of the subscriber you want to add to the group is displayed.
Then, press .
7.
Repeat steps 5 and 6 until you've added the subscribers to the
group.
8.
Press to exit the Add Menu.

To add all the subscribers on the system to a group, at step 5 press
. The system displays the first name in the list of subscribers.
Press to accept the name. Then, press repeatedly to accept
every name the system presents, until the system displays Out of
Names. Press any key to exit the Add Menu.
Guests can only be added to host private groups.
A subscriber cannot be the owner and a member of a private group.
A subscriber can be the owner and a member of an open group.
Remove Group Members at the Console
1.
At the voice mail Banner Screen, press to sign in. Enter a System
Manager ID, and press . If asked, enter the System Manager
security code, and press .
2.
Press - to display the Groups Screen. Press or
(or use the Jump command) to display the message group
you want.
3.
Use the arrow keys to move the cursor to the name of the subscriber
you want to remove from the group.
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EliteMail VMS/EliteMail Limited
4.
Press to remove the subscriber from the group. Press to
remove the subscriber from the group. Press to cancel.
5.
To remove other members from the group, repeat steps 3 and 4.
Delete Groups or Group Messages at the Console
1.
At the voice mail Banner Screen, press to sign in. Enter a System
Manager ID, and press . If asked, enter the System Manager
security code, and press .
2.
Press - to display the Groups Screen. Press or
(or use the Jump command) to display the message group
you want.
3.
With the cursor in the top portion of the screen, press . The system
prompts you with several options:
· Delete the group and all messages for the group.
· Delete the group, but keep all messages for the group.
· Delete all messages for the group only.
4.
Press to highlight the selection, and press . When the
system asks you to confirm, press .
Change the Owner of an Open Group at the Console
At the console, you can delete the owner of an open group so that the
group is owned by the ·SYSTEM·. This removes the subscriber as owner
of the group, but does not delete the subscriber from the system. You can
also reassign a group owned by ·SYSTEM· to a new subscriber owner.
Remove Subscriber Owner
1.
At the voice mail Banner Screen, press to sign in. Enter a System
Manager ID, and press . If asked, enter the System Manager
security code, and press .
2.
Press - to display the Groups Screen. Press or
(or use the Jump command) to display the message group
you want. With the cursor in the top portion of the screen, press .
3.
Press to highlight Owner, and press . When the
system asks you to confirm, press .
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Assign New Owner to ·SYSTEM· Group
1.
At the voice mail system Banner Screen, press to sign in. Enter a
System Manager ID, and press . If asked, enter the System
Manager security code, and press .
2.
Press - to display the Groups Screen. Press or
(or use the Jump command) to display the message group
you want. With the cursor in the top portion of the screen, press .
3.
Press to highlight New Owner, and press .
4.
To make yourself the new owner, press . To assign the group to
another subscriber, press , and enter the name of the new owner.
Assign Dispatch Distribution
By default, every new message group, whether added at the console or by
telephone has broadcast distribution. Only the System Manager can
change the group to have dispatch distribution.
1.
To give the group dispatch distribution: Enter a System Manager ID,
and press . If asked, enter the System Manager security code,
and press .
2.
Press - to display the Groups Screen. Press or
(or use the Jump command) to display the message group
you want.
3.
Press " to position the cursor on the Dispatch field.
4.
Press , and press .
Keep Subscriber from Sending to Open Groups
The system allows you to restrict subscribers from creating open groups or
sending messages to all open groups. Place Y access code on the
subscriber Personal Directory page. These subscribers can still send
messages to any private groups they own and receive messages from any
message group they belong to, open or private.
1.
At the voice mail system Banner Screen, press to sign in. Enter
System Manager ID, and press . If asked, enter the System
Manager security code, and press .
2.
Press - to access the Personal Directory.
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EliteMail VMS/EliteMail Limited
3.
Press (or use the Jump command) to display the
subscriber.
4.
Press the arrow keys to move to the subscriber Access field. Move
the cursor to the end of the field. Enter Y, and press . You do
not need to change any other access codes in the field. Refer to
Figure 9-8 Personal Directory Page for Subscriber with Y Access
Code.
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Create Message Groups by Telephone
Subscribers can create new message groups from any touchtone
telephone by accessing setup options.
After you add a message group to the system, you can add, delete or list
group members, and change the group spelled and recorded name, from
any touchtone telephone. You change groups by accessing setup options.
Only the group owner can change the group by telephone. The System
Manager can change any group at the system console.
Send messages to groups the same way you send messages to individual
subscribers, by identifying the group name or number.
Cancel messages for groups the same way you cancel a message to an
individual subscriber. When you cancel a message, you cancel it for every
member of the group that has not already heard the message. You can
cancel a message with broadcast distribution anytime, even after some
members of the group have heard the message. For dispatch groups, you
can cancel messages only before the first member of the group hears the
message.
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Before you decide to cancel a message, you can find out who in the group
has not heard it. For details on using message groups by telephone, refer
to the EliteMail VMS/EliteMail Limited Voice Mail User Guide #750178-0.
Also Refer To:

Chapter 10 Numeric Access

Chapter 20 Subscribers
S
ECTION 9

MESSAGE
NOTIFICATION
Message Notification and Delivery
The voice mail system can call to deliver messages on a regular cycle.
This feature is called message notification and delivery. You can set up
the system to call subscribers at home, at a work extension, or on a
mobile telephone to deliver messages at regular intervals or on the receipt
of each new message. The system can activate pagers or message
waiting lamps to notify subscribers that new messages are waiting. Guests
also may use some of the voice mail system message delivery features.
The message notification and delivery fields are stored in the bottom
section of each subscriber or guest Personal Directory page. This section
is shown in Figure 9-9 Message Notification and Delivery Fields.
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Figure 9-9 Message Notification and Delivery Fields
For details, refer to Section 13 Message Waiting Lamps on page 9-54 and
Section 5 Message Delivery on page 9-9.
Reference
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Constant Message Count
EliteMail displays the number of new messages on NEC display
telephones using a feature called Constant Message Count. With
Constant Message Count, the subscriber looks at the display telephone
LCD to determine how many new messages there are to check. Any other
message waiting indication, such as a lamp used by your telephone
system, also notifies subscribers of new messages. You can set the
message refresh interval on Switch Setup screen Page 2.

NEC recommends using the default.

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Figure 9-10 Message Refresh Rate for Constant Message Count
Examples of Constant Message Count
The Constant Message Count, when active, is displayed on the second
line of the LCD.
New Messages
7 NEW MSGS
The voice mail system displays the number of new messages and
activates the message waiting indication. Other items displayed are
Electra Elite functions. For details on these functions, refer to the Electra
Elite documentation.
New Messages, Including Urgent Messages
7 MSGS 3 URG
The voice mail system displays the number of new messages (7 MSGS)
and the number of urgent messages (3 URG).
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No New Messages

12:29 PM MON 10
When Constant Message Count is inactive or there are no new messages,
the second line displays the day, date, and time. The Electra Elite not the
voice mail system controls the display showing the day, date, and time.
SECTION 10

MESSAGE PLAYBACK
Subscribers retrieve messages by calling the voice mail system and
entering a Personal ID during the opening greeting, or when the system is
listening for IDs. In addition to listening to messages, a subscriber may
also redirect, save, or reply to messages. While listening to a message, a
subscriber may move backward through the message to listen to parts of it
again, or fast forward it to jump ahead to a specific part of the message. A
subscriber may also change the message playback volume.
This topic details how the system plays messages to a subscriber and the
actions the subscriber may take with messages, including:

Message Playback Summary
When a subscriber calls the system and enters a Personal ID, the
system first announces the number of new messages the subscriber
has waiting (e.g., "You have 3 new messages"). The system then
announces the messages by who sent the message or where it was
recorded.
Messages from the same source are grouped together. Before
reading the first message from each new source, the system
announces the number of messages from that source and asks if the
subscriber wants to hear them. If the subscriber responds no, the
system moves to the next source of messages.
While listening to each message, the subscriber can use touchtone
keys to move backward, forward, or pause the message, skip over a
message, save it for later retrieval, or redirect (forward) it to another
caller.
After playing each message, the system announces when the
message was recorded. If the message is from another subscriber or
a guest, the subscriber may record an immediate reply.
The system can also announce the total duration of all the messages
waiting for a subscriber, and those from a particular source. This
length of messages announcement can be turned on or off for each
subscriber.
Reference
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The Message Stack and Announcements
The system gives the subscriber information about the status of
messages before playing them. The system tells the subscriber how
many new messages are waiting and the source of each message.
The system can also be configured to tell a subscriber how much
time it takes to listen to a set of messages. A subscriber can use this
information to skip over all or some of the messages.
When a subscriber listens to new messages, the system organizes
the messages in a message stack. The messages are organized by
source for playback in the following order:
·
Messages from other subscribers
·
Messages from guests
·
Messages from outside callers ("Your message box...")
·
Messages recorded by transaction boxes
·
Messages recorded by interview boxes
·
Messages recorded by the Operator Box (public message
access required)
·
Messages recorded by the Public Interview Box (public
message access required).

Urgent Messages
The system plays subscriber urgent messages before playing regular
new messages. The subscriber hears all the urgent messages from
each source, in the same message stack order as regular messages.

Number of New Messages
If a subscriber enters a Personal ID and security code, the system
responds with a greeting and the number of new messages waiting:
"<Recorded name>. Remember, 1 for Yes and 2 for No."
"You have <number> new messages."
As the subscriber moves through the new message stack, the system
announces how many messages are from each source:
"<Recorded name> left <number> new messages. Would you like to
hear them?"
The subscriber can choose to listen to these messages or move on to
the messages from the next source in the message stack.
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Optional Announcement of Total Messages Time
The system can also announce the total time the messages last.
This feature can be turned on or off for each subscriber. A subscriber
could hear an announcement like this when first checking messages:
"You have 3 new messages, totaling 3 minutes, 20 seconds."
The time for messages is also announced when the subscriber
moves to a new source of messages in the message stack. For
example:
"Amy Ronk left 3 new messages, totaling 5 minutes, 40 seconds.
Would you like to hear them?"
To streamline the conversation, the time announcement is rounded
up to the next highest 10 seconds. For example, a message lasting
22 seconds is announced as lasting 30 seconds.
To turn message length announcement on for a subscriber, include L in
the Access field on the subscriber Personal Directory page. Refer to
Figure 9-11 Personal Directory Page, with Message Time Announcement
on.
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Figure 9-11 Personal Directory Page, with Message Time Announcement on

After Each Message Is Played
After each message, the system announces when the message was
recorded:
"...recorded <date> at <hour>:<minute> <am/pm>."
The system announces the date as a relative date, such as:
"recorded today at..." or "recorded yesterday at..." or "recorded three
days ago at...". This saves the subscriber from needing a calendar to
calculate how many days the sender has waited for a response.
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EliteMail VMS/EliteMail Limited
The system announces the time to the nearest minute when the
message was sent. For example, "...recorded today at 11:57am."
Note that the system uses its own internal clock for this timestamp.
The system clock may not agree with the subscriber watch. To avoid
confusion, the System Manager should check the system clock
regularly. The system constantly displays what it believes is the
current time and date in the upper right corner of the Banner Screen.
Refer to Chapter 17 Section 9 Message Notification to Set the Date
and Time.
After the timestamp, if there is another message from this same
source, the system says "The next message is...", and plays the next
message.
After reading all the messages from an identified subscriber or guest,
the system automatically offers to record an immediate reply:
"For no reply press 2, otherwise I'll record your message now."
This makes it easy for the subscriber to respond to the message. If
the message is from an outside caller, a transaction box or interview
box, the system does not record an automatic reply.
This is true even when a message is left in one of these boxes by
another subscriber or guest who did not enter a Personal ID. Without
the Personal ID, the system does not know who the message is from.

At the End of the Message Stack
After reaching the bottom of the message stack, the subscriber
usually hears:
"There are no further messages."
If the subscriber skipped over any messages, or if a new message
was received while the subscriber was checking messages, the
system reminds the subscriber that there are still new messages
waiting:
"You still have <number> new messages."
The subscriber may press 1 to check these remaining messages. If
touchtones are not pressed, the subscriber continues through the
conversation.
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Playback while Leaving a Message
If a subscriber tries to leave a message for a subscriber or guest who
has left a message already, the system announces that there are
messages waiting, then offers to play the messages to the
subscriber. This ensures that the subscriber is up-to-date before
leaving this person a message.

The Conversation for New Messages
The conversation flow is best understood by example. Let's say Pat
Wu has 2 messages from Chris Aaronson, 1 message from Amy
Ronk, 2 messages from Dave Thompson, and 3 messages from
outside callers. Pat does not have the time of messages feature
turned on. When Pat calls in for messages, she enters her Personal
ID, and security code. The system responds:
"Pat Wu. Remember 1 for yes and 2 for no. You have 8 new
messages. Chris Aaronson left 2. Would you like to hear them?"
Pat presses 1 for yes. The system plays each message and its
timestamp. Then the system gives Pat a chance to record a reply to
Chris:
"For no reply, press 2. Otherwise, I'll record your message now..."
Pat records a reply. The system moves to the next source in the
message stack:
"Amy Ronk left a message. Would you like to hear it?"
Pat presses 1 for yes. The system plays the message and its
timestamp. Then the system gives Pat a chance to record a reply to
Amy:
"For no reply, press 2. Otherwise, I'll record your message now..."
Pat presses 2 because the message from Amy needs no reply. The
system moves to the next source in the message stack:
"Dave Thompson left 2 messages. Would you like to hear them?"
Pat presses 2 because she saw Dave in the hallway and he said the
messages were not important. She'll check them later.
The system moves to the next source in the message stack,
messages from outside callers:
"Your message box has 3 messages. Would you like to hear them?"
Reference
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EliteMail VMS/EliteMail Limited
Pat presses 1 for yes. The system plays each message and
timestamp, but does not offer to take an immediate reply. Pat must
dial these people herself, because they are not subscribers or guests
on the system.
Having reached the bottom of her message stack, the system
reminds Pat that she still has messages from Dave Thompson that
she has yet to listen to:
"You still have 2 new messages."
Pat is finished checking her new messages.

Redirect Messages
When listening to a message, a subscriber can redirect the message,
to another subscriber or guest. Subscribers can forward either new or
old messages, using essentially the same procedure.
Redirect Procedure
1.
While listening to the message, press .
2.
Press to confirm that you want to redirect the message.
3.
Answer the questions to redirect the message.
Archive or Delete a New Message
1.
Press while listening to the message.
2.
Press for No when the system asks "Would you like to redirect
this?"
3.
The system next asks:
"Would you like me to archive this?"
4.
Press to save the new message as an archived message.
5.
Press to immediately delete the message.

The Conversation for Old Messages
An old message is any message that a subscriber has already heard.
The system plays old messages in much the same way it plays new
messages, in an old message stack.
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You can listen to or review your old messages when the system asks:
"You have <number> old messages to review. Would you like to hear
them?"
If the subscriber answers Yes, the system organizes and announces
each old message by source, just as it does with new messages. For
example, if the subscriber has two old messages from Amy Ronk,
the system announces:
"Amy Ronk has 2 messages to review. Would you like to hear them?"
After the subscriber has reviewed or been offered each of the old
messages, the system confirms that there are no additional old
messages by saying:
"There are no further messages."
A subscriber may listen to all or some old messages. While listening
to any old message, the subscriber may use the touchtones just as
during playback of new messages. However, if the subscriber skips
any old messages, the system does not remind the subscriber that
there are still old messages to review at the end of the old message
stack.

Announce Total Time of Old Messages
If the optional Total Time of Messages feature is activated, the
system announces the total time of all old messages from each
source when the subscriber reviews old messages, for example:
"You have 4 old messages to review, totaling 5 minutes 40 seconds."

Redirect/Archive Old Messages
After playing an old message and its timestamp, the system
immediately asks the subscriber two questions:
"Would you like to redirect this?"
"Would you like me to archive this?
Redirecting an old message works the same as forwarding a new
message. Archiving a message saves the message for the number
of days programmed in the Archive field on the subscriber Personal
Directory page. If the subscriber presses 2 after the question "Would
you like me to archive this?" the system immediately deletes the
message. If the subscriber hangs up without pressing a key, the
message retains its archive status.
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Use Touchtone Keys during Playback
While listening to a message, the subscriber may control how the
system plays the message. The subscriber may use touchtone keys
to reverse, forward or pause the message, increase or decrease the
volume of the message, skip over the message for later retrieval, or
redirect the message to another caller. The following diagram
illustrates which keys are active when subscribers listen to
messages:
TOUCHTONE KEY
EFFECT ON MESSAGE PLAYBACK
1
Skip to the very end of the message
2
Interrupt message to redirect or delete
5
Raise or lower the volume
7
Backward several seconds
8
Pause playback
9
Forward several seconds
*
Stop message and save as new
#
Repeat several seconds
Figure 9-12 Touchtone Key Effects on Message Playback
·
Skip
Press on the touchtone pad while the system is playing a
message to cause the system to skip to the end of the message
immediately. This key is active during the whole conversation,
not just during message playback. If you press while the
system is asking a question, it skips to the end of the question
and assumes that the 1 also means a yes response to the
question.
·
Interrupt
Press on the touchtone pad while the system is playing a
message to cause the system to stop playing the message and
ask:
"Would you like to redirect this?" Caller can then respond yes
and send the message to another subscriber. This is most
useful when an outside caller has left a message for the wrong
subscriber, or has left a message about a problem that can best
be handled by another person in the office.
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Whether the subscriber redirects the message or not, the
system asks:
"Would you like me to archive this?" If the subscriber answers
Yes the system saves the message for a programmed number
of days. If the subscriber responds no the system immediately
deletes the message.
Whether or not the subscriber archives a new message, the
system continues with the normal new message conversation.
If the message is from another subscriber or a guest, the
system says, "For no reply press 2, otherwise I'll record your
message now..." and records a reply just as if the subscriber
had not interrupted the message and had listened to it in its
entirety. If the message is from a public message box, the
subscriber message box, a transaction box, an interview box,
or if the message is an old message, the system offers the next
message without asking the subscriber to reply.
The 2 touchtone to interrupt is active also during the whole
conversation. If you press while the system is asking a
question, the system interrupts the question and assumes that
the 2 means no to the question.
·
Message Volume Control
To lower the volume of a message during playback, press +
once. To raise the volume, press + twice. To return the
volume to normal, press + a third time.
The volume setting the subscriber chooses lasts only for the
current message. The next message plays at normal volume,
unless the subscriber presses 5 again.
The volume key does not affect message recording or the
system prompts. Prompts are always played at normal volume.
The volume control key is not available for guests.
·
Backward or Forward
A subscriber listening to a message can press to move
backward, or press , to move forward. The increment of time
that the system moves backward or forward, called the
transport value, is controlled by the value in the Skip back
time of # field, on Application screen Page 6, Line 53.
Usually, the transport value is 4 seconds. Press the backward
or forward key once to move backward or forward through the
message by the transport value.
Reference
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To increase or decrease the number of seconds the system
moves backward or forward for each press of the 7 or 9 key, the
System Manager should increase or decrease the value in the
Skip back time of # field. Subscribers can accelerate moving
backward or forward through a message by pressing the
backward key or the forward key rapidly several times.
The subscriber can combine the keys. For example, if the
subscriber is certain that the caller who left the message left a
telephone number at the end of the message, the subscriber
can press to skip to the end and immediately press to back
up a few seconds. If the telephone number is not there, the
subscriber can press again and back up another few
seconds.
·
Pause during Playback
A subscriber can press anytime while the system plays back
a message to temporarily suspend playback of the message.
The system prompts the subscriber that message playback is
paused. The subscriber can then press again to resume
listening to the message from two seconds earlier in the
message. The subscriber can also press , - or , to move
backward, repeat or move forward in the message, or press .
to save the message at its current status (used most often
when the message is new). If the subscriber presses any other
key, the system reminds the subscriber: "Press pause to
continue playing."
The system continues to pause for 40 seconds, then prompts
the subscriber to press a touchtone to continue. If the
subscriber does not press a touchtone within two minutes, the
system hangs up. If the message was a new message, the
system saves the message as new. If the message is an old
message, the system retains the message as old.
·
Stop and Save as New
Press . while the system is reading a new message to cause
the system to stop playing the message and say:
"Message saved as new."
When the subscriber next calls the system, the message is
announced again as if the subscriber had never heard the
message before.
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·
Repeat
Press - during message playback to cause the system to
function as if 7 were pressed. However, # can also be used to
repeat the system yes-and-no questions and in message
playback. A subscriber using menu mode, can press - to step
back to the previous menu.

Optional Hands-Free Message Playback
Subscribers can retrieve messages without pressing a touchtone to
select each message. A System Manager can activate this feature
for an individual subscriber by adding N to the Access field on the
subscriber Personal Directory page. The subscriber can then listen
to all messages using a telephone handset or speaker telephone
without having to press touchtones for each message.
When N (No-Hands playback) is added to a subscriber Access field,
the system plays the subscriber messages one after the other,
without asking, "Would you like to hear it?" and softkeys (if equipped)
are displayed on a Multiline Terminal. For more softkey information,
refer to the EliteMail VMS/EliteMail Limited Voice Mail User Guide
#750178-0.
All touchtone keys that control message playback are still available
to the subscriber with hands-free message retrieval. For example, if
a subscriber presses the 8 touchtone to pause a message playback,
the subscriber must press 8 again for playback to resume. Message
playback continues hands-free, when it is resumed.
Also Refer To:

Section 1 Message Types on page 9-1

Section 5 Message Delivery on page 9-9

Section 9 Message Notification on page 9-29

Section 12 Take a Message on page 9-45

Section 13 Message Waiting Lamps on page 9-54

Chapter 2 Section 2 Call Transfer on page 2-11

Chapter 2 Section 3 Screen Calls on page 2-16

Chapter 6 Interview Boxes

Chapter 14 Public Interview Box and Public Messages

Chapter 20 Subscribers

Chapter 24 Transaction Boxes
Reference
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SECTION 11

MESSAGE RECEIPTS
A message is received when someone listens to it, even if the person
listens only to the beginning of the message or saves the message as new
(except for dispatch message groups).
This section explains how message receipts work, how receipts differ for
message groups, and how to set up message receipts for subscribers.
The voice mail system can tell you if any messages you sent are received
by a Return receipt or Receipt summary.
With return receipts, the system provides more information, but the
conversation is longer. With receipt summaries, the conversation is
shorter, but may not include enough information for some subscribers.
Most subscribers want only one type of message receipts. By default, the
system allows subscribers to mark messages for return receipt and leaves
the receipt summary feature off.

Return Receipt
Subscribers can mark a message for return receipt as part of special
delivery options. When you request a return receipt for your
messages, the system gives you detailed information about each
message you sent to a subscriber, guest, or message group.
Each return receipt identifies the message by the day and time you
sent it and announces when the message was received. Subscribers
can also have the system automatically mark every message they
send for return receipt. Here are some sample return receipts:
"Hugh Yale got the message you sent today at 12:05pm, received
today at 1:35pm."
"Sue Ying got the message you sent yesterday at 8:30am, received
today at 8:45am."

Receipt Summary
When you check new messages, the system summarizes whether
the messages you sent to another subscriber, guest, or message
group were received. The receipt summary does not identify which
messages were received. It only tells you whether a subscriber,
guest, or message group received any or all of your messages, and
whether the person left you any messages.
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Here are some sample receipt summaries:
"Hugh Yale got all your messages, and left a message..."
"Sue Ying got your last message today at 1:30pm, but left no reply."
"Sue Ying hasn't heard your last message, but left a message..."
The Message Receipt Conversation
The system plays message receipts as part of your message stack for new
messages. If you are using message receipts, you hear them before you
hear a reply from a subscriber or at the end of your new message stack.
If you have message receipts but no new messages when you call the
system, the system asks if you want to hear return receipts instead of
asking if you want to check new messages.

Message Receipts for Groups
The system gives you slightly different message receipts for
message groups.
For a group with broadcast distribution, the system gives you a
message receipt only after all members of the group have received
the message. For example, if you request a return receipt:
"The Sales Group got the message you sent yesterday at 10:00am.
The last member heard it today at 4:45pm."
Or, for a receipt summary:
"The Sales Group got your last message today at 4:45pm."

If you don't get a message receipt, you can list group members who
have not heard a broadcast group message. For details, refer to the
EliteMail VMS/EliteMail Limited Voice Mail User Guide # 750178-0.
If a message group has dispatch distribution, only the first person
to listen to a group message receives it. For a dispatch group, the
system tells you which group member received the message:
"Hugh Yale got your message to the Sales Group sent today at
10:00am, received today at 10:45am."
Or, for a receipt summary:
"Hugh Yale got your last message to the Sales Group today at
5:01pm."
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If someone opens a dispatch group message and saves it as new,
the system does not send a message receipt. For dispatch
messages, the system sends a message receipt only after someone
listens to the entire message (and it becomes an old message).

Control Message Receipts
You can control the message receipts a subscriber hears. You can
set defaults for each new subscriber message receipt by entering
access codes in the Access field on Application Screen Page 5. Or,
you can set receipts up differently for each subscriber using the
Access field on individual Personal Directory pages. The message
receipt access codes are:
B
The subscriber does not hear a receipt summary.
X
The subscriber cannot mark or cancel return receipts.
Z The
system
marks
every message sent for return receipt.
By default, the system adds the B access code to every subscriber
Access field, and does not play receipt summaries for subscribers.
Also, by default, the system asks if a subscriber wants to mark a
message with return receipt requested each time he or she sets a
message special delivery options.
Use the message receipt access codes for the following results:
MESSAGE
RECEIPT ACCESS
RESULT
CODE
B only
This is the default. The system does not play receipt
summaries. A subscriber can mark any message for
return receipt. A subscriber can also cancel requests
for return receipts.
X only
The system plays receipt summaries, and turns off
return receipts to prevent redundant receipts.
B and X
Turn off receipt summaries and return receipts.
B and Z
The system marks all messages return receipt
requested. Subscribers can cancel a return receipt
request by changing a message special delivery
option. The system does not play receipt summaries.
Figure 9-13 Message Receipt Access Codes and Results
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Avoid the following:
·
X and Z. The system automatically marks every message with
return receipt requested. Subscriber can't cancel the request.
·
Z only. The system plays receipt summaries and return
receipts for each message, resulting in redundant receipts.
Always add the B code when you use Z.
Leave Messages
Each time you leave a message for a subscriber, guest, or message
group, the system lets you review any messages you already sent to that
person or group. This feature allows you to review unheard messages,
then cancel them or change their special delivery options. This feature is
not affected by the B, X, or Z access code.
Also Refer To:

Section 1 Message Types on page 9-1

Section 12 Take a Message on page 9-45

Chapter 20 Subscribers
SECTION 12

TAKE A MESSAGE
EliteMail is very flexible in how it takes messages from outside callers. You
can set up different options for individual subscribers. You can set up
message taking in transaction or voice detect boxes for special
applications. You can also control whether or not callers can edit
messages, or leave urgent messages.
This section discusses how to control message taking through system-
wide fields and individual fields on Personal Directory, Transaction
Directory, and Application Screen pages. The focus is primarily on how
outside callers leave messages. You can also control how subscribers
leave messages by adjusting access codes. For details, refer to Chapter
20 Subscribers.
The TransferGreetingAction Structure
In most cases, the voice mail system handles calls by following the
programmed sequence TransferGreetingAction set up for a
subscriber or box and displayed on:

The Personal Directory page for each subscriber. Refer to Figure
9-14 Message Taking Fields on Subscriber Page.

Chapter 24 Transaction Boxes

Application Screen Page 3 (the Operator Box).
Reference
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If the Action field is Take-msg, the system takes a message from any
caller who is routed to the box and passes through the Transfer and
Greeting sections of the sequence. For example, if call transfer is active
for a subscriber, the voice mail system first tries to transfer a call to the
telephone number listed. If the line is busy or unanswered, the system
plays the applicable greeting, then takes a message.
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Figure 9-14 Message Taking Fields on Subscriber Page
When setting subscriber or other box message-taking fields, you should
consider the flow of a call through this entire TransferGreetingAction
structure. The greetings and one key dialing features in particular may be
used for special applications, such as telling a caller the type of message
to leave, routing a caller to a personal secretary, or allowing a caller to
page the subscriber or try another extension instead of leaving a message.
System-Wide Message Fields
System-wide fields control message taking and affect all messages,
including those left by subscribers. They are configured on Application
screen Page 6. Refer to Figure 9-15 Message-Taking Fields on
Application Screen Page 6.
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The settings of many of these fields affect other aspects of the system
performance, such as the liveliness of the system conversation or the
amount of disk space used. You may need to adjust these fields to meet
particular application requirements or optimize system performance.
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Figure 9-15 Message-Taking Fields on Application Screen Page 6

Maximum Message Life
Use this field to set the maximum time (in days) that the system
retains a new (unheard) message in the system. The default value of
999 days keeps new messages forever. When the maximum
message life is exceeded, the message is deleted from the system,
even if the intended recipient has not heard it.

Public Hold/Archive msgs
This dual field controls how long public messages are stored on the
system, after they are heard. Public messages are not addressed to
a particular subscriber and are available to anyone with public
message access. For details, refer to Chapter 14 Public Interview
Box and Public Messages.

Max person-person recording
Use this field to set the maximum time (in seconds) for messages
traded between people enrolled in the system. This field applies to all
subscribers and guests and controls the largest amount of disk
storage space a single, two-way message can take. Messages that
are shorter than the maximum occupy less disk space, so you do not
necessarily waste disk space by setting this to a large value.
Each second of recording in a message takes approximately 3000
bytes of storage space. The default value is 300 seconds (5
minutes). Subscribers may leave multiple messages of this length to
the same subscriber.
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Max screening recording
When the system screens a call, an outside caller is asked, "Whom
may I say is calling?" This field sets the maximum time, in seconds,
that the system records a reply to that question. For details, refer to
Chapter 2 Section 2 Call Transfer on page 2-11 and Section 3
Screen Calls on page 2-16. The default value is 6 seconds.

Skip back time on #
Use this field to control how many seconds the system moves
forward or backward through a message being played, when a
subscriber presses the message transport 7 or 9 key on a touchtone
telephone. The # also allows a subscriber to move backward through
message playback. The default value is 4 seconds.

Record Pauses...
The system listens for pauses in a caller speech to determine when
the caller has stopped talking and finished a recording. The system
then stops recording and plays the next prompt. Three fields control
how the system determines when a caller has paused: Beginning,
Short ending, and Long ending.
·
Beginning
The time (in seconds) the system waits for a caller to start
speaking. If the caller does not say anything during the
specified time, the system plays the next prompt without
recording a message from the caller.
·
Short ending
The system uses this field if the value that determines the
maximum recording time for the message is less than 30
seconds. If the caller pauses for an interval longer than the
number of seconds set in the this field, the system assumes the
caller has finished speaking.
·
Long ending
The system uses this field if the maximum recording time for
the message is 30 seconds or longer. If the caller pauses for an
interval longer than the time set in this field, the system
assumes the caller has finished speaking.
The Long ending field should be higher than the Short ending field
because long, multisentence messages may have longer natural
pauses than short messages. Shorter pause times make the
conversation faster, and more human to the caller. Longer pause
times reduce cutting a caller off before they finish speaking.
9 - 48
Messages

EliteMail VMS/EliteMail Limited
Issue 3

Beep on Record?
When this field is Yes, the system plays a beep after requesting a
caller to leave a message to tell the caller when to begin speaking.

Disk full warning at mins left
Use this field to control when the system warns subscribers that disk
space on the voice mail system is getting low. When the message
storage available on the system is equal to or less than the number
of minutes specified in this field, subscribers are asked to delete any
unnecessary messages when they call the system.
Set Subscriber Message Fields
Message-taking fields that affect the message life cycle (the time allowed
for an outside caller message, whether or not outside callers can edit
messages, whether or not messages should be marked urgent, or what to
do after taking a message) can be set for individual subscribers.
To view all the message-taking fields for a subscriber, press -, then
press , and press to open the Expanded Transfer Options
window. Refer to Figure 9-16 Message-Taking Fields on Subscriber
Personal Directory Page. The first line in the Action area must read
Take-msg for the message-taking fields to take effect.
.
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Figure 9-16 Message-Taking Fields on Subscriber Personal Directory Page
Reference
9 - 49

Issue 3
EliteMail VMS/EliteMail Limited

Hold/Archive msgs
Use this dual field to control how long the system stores messages
that are heard. Hold controls old messages. Archive controls
archived messages (messages that the subscriber has saved).
The default values are 0/2. Old messages are stored until midnight
on the day they are first heard, while archived messages are held for
two days after they are saved. You can archive a message more than
once. Each time an old or archived message is heard, you must save
it again or it is deleted immediately.

Maxmsg
Use this field to set the message time, in seconds (maximum 9999
seconds or 167 minutes), for the subscriber messages from outside
callers. The default value is 90 seconds. This field does not apply to
subscriber-subscriber and guest-subscriber messages, that are
controlled system-wide by the Max person-person recording field
on Application screen Page 6.
Each second of recorded message takes approximately 3000 bytes
of disk storage space.

Edits OK?
If this field is Yes, an outside caller can change a message
immediately after leaving it. After leaving a message, the caller
hears:
"Thank you. If you'd like to add to your message, press 1. To listen to
it, press 2. To record it again, press the pound key. Otherwise, I'll
make sure your message is delivered."
If the caller presses 1 or the pound key, a beep indicates that the
caller should begin speaking. If a message is added to, the second
message is immediately added to the first message, so that it sounds
like one continuous message to the recipient. If a message is
recorded again, the second message completely replaces the
original one.
After the caller finishes the second recording, the system gives the
caller another opportunity to edit the message.

Only outside callers can edit messages this way. However,
subscribers and guests can achieve similar results by sending an
additional message to the same recipient.
9 - 50
Messages

EliteMail VMS/EliteMail Limited
Issue 3

Send Msg Urgent?
Use this field to control whether or not messages left by outside
callers should be marked urgent. Urgent messages are heard first in
a subscriber message stack. Three values are allowed:
VALUE
DOES THIS
Yes
All outside caller messages are marked urgent.
No
No outside caller messages are marked urgent.
Ask
Callers are asked if they want to leave an urgent
message.

After Msg
Use this field to control what follow-up action the system takes after
taking a message. The possible actions are:
G
Go to system ID
H
Hangup
O
Transfer to operator
R
Restart
S
Say good-bye
T
Take a Message
Refer to Appendix B Action Codes for code descriptions.
Subscriber Default Fields
You can set up default values for message-taking fields on Application
screen Page 5. Refer to Figure 9-17 Message-Taking Fields on
Application Screen Page 5. The system sets the message-taking fields to
the defaults for each new subscriber added to the system.
Reference
9 - 51

Issue 3
EliteMail VMS/EliteMail Limited
F 5 C

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Message Counts
When the Expanded Transfer Options window is closed, you can see
the following display-only message counts for a subscriber.
New Msgs: 0 =0:00 Total: 0 =0:00
The first number in the New Msgs: field shows new messages,
followed by the combined time of these messages in hours:minutes.
The first number in the Total: field shows total messages, followed by
the total time of all the messages in hours:minutes.
These message counts do not include public messages or group
messages and may not be accurate if a message was added or
deleted in the last five minutes. If you press to delete all
subscriber messages, the counts in these fields do not change to
zero for a few minutes, especially if the system is busy processing
calls.
Use Access Codes to Control Subscriber Messages
You can use access codes to control whether or not a subscriber:

can leave messages for other subscribers, guests, or groups

can leave messages for open message groups

can mark messages for special delivery

can edit messages to other subscribers.
For details, refer to Chapter 20 Subscribers.
9 - 52
Messages

EliteMail VMS/EliteMail Limited
Issue 3
Transaction Box Message Fields
Transaction boxes can also take messages. The message-taking fields for
a transaction box are shown below. These fields are only active if at least
one of the Day: or Nite: fields is Take-msg. The fields operate the same
as those on a subscriber Personal Directory page.
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Figure 9-18 Message-Taking Fields on Transaction Box
Take Messages in the Operator Box
The system Operator Box can take messages. Usually, however, you
should use the Public Interview Box to take messages for the Operator
Box (using GotoID$PM). The interview questions can ensure you get all
the information you need from a caller to properly forward the message.
Take Messages in Interview Boxes
Interview boxes take messages, even though they do not use the
TransferGreetingAction structure. You may use interview boxes to
take messages because they allow you to ask questions of the caller
leaving the message. To use an interview box for message taking, set the
Action field to GotoID and include the System ID of the interview box.
Also Refer To:

Section 1 Message Types on page 9-1

Section 5 Message Delivery on page 9-9

Section 10 Message Playback on page 9-31

Chapter 2 Section 2 Call Transfer on page 2-11

Chapter 2 Section 3 Screen Calls on page 2-16

Chapter 6 Interview Boxes
Reference
9 - 53

Issue 3
EliteMail VMS/EliteMail Limited

Chapter 11 Opening Greeting

Chapter 20 Subscribers

Appendix B Action Codes
SECTION 13

MESSAGE WAITING
LAMPS
The voice mail system can alert subscribers with new messages by turning
on a message waiting indicator on the telephone. This eliminates the need
to repeatedly check with the system to see if any new messages are
received. Usually, this indicator is a message waiting lamp or LED
message. For simplicity, all message waiting indicators are called
message waiting lamps.
This section describes message waiting lamps and the fields that affect
them.

You can also set the system to deliver messages by dialing an extension or
external telephone number. For details, refer to Section 5 Message Delivery
on page 9-9.
Set Fields for Subscriber Message Waiting Lamp
Message waiting lamp fields are in the Message Notification section of
the Personal Directory pages. Refer to Figure 9-19 Message Waiting
Lamp Fields for Subscriber.
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Figure 9-19 Message Waiting Lamp Fields for Subscriber

Lamp #
This is the extension number the system dials when attempting to
turn a message waiting lamp on or off. X in this field indicates the
extension ID listed on the screen.
9 - 54
Messages

EliteMail VMS/EliteMail Limited
Issue 3

Activate Lamps?
Enter Yes to turn on the message waiting lamp function for an
individual subscriber.

On Now?
This field indicates the current state of the subscriber message
waiting lamp. It can be changed manually when you are testing or
resetting message waiting lamps.
Set Fields for Message Waiting Lamps System-Wide
Message waiting lamp fields that apply to all subscribers are entered at the
top of Switch Setup Screen Page 2. Refer to Figure 9-20 System-Wide
Message Waiting Lamp Fields.

$

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Figure 9-20 System-Wide Message Waiting Lamp Fields
These fields are automatically filled in when you enter the NEC switch on
Line 1 of Switch Setup Screen Page 1. For details, refer to Chapter 21
Switch Setup.

Message Lamp On:
Use this field to set the code sent to the subscriber telephone to turn
on the message waiting lamp. For EliteMail, X indicates the
extension number.

Off:
Use this field to set the code sent to the subscriber telephone to turn
off the X code.
Reference
9 - 55

Issue 3
EliteMail VMS/EliteMail Limited

Retries:
Use this field to set the number of times the system sends the
Message Lamp On or Message Lamp Off sequence to the
subscriber telephone. Retries are necessary if the message waiting
lamp does not light after a single attempt.

Interval (mins)
Use this field to specify the time (in minutes) between retries.

Reset All Lamps?
Use this field to tell the voice mail system to immediately reset all
message waiting lamps. Use this field if the Electra Elite was
temporarily unavailable and turned off message waiting lamps.
When you set this field to Yes, the voice mail system lights the
message waiting lamp for each subscriber with new messages.

Daily Lamp Reset
Use this field to specify a time for the voice mail system to reset mes-
sage waiting lamps. Each day at the time you specify (e.g., 2:00 am),
the voice mail system turns on the message waiting lamp for each
subscriber with new messages waiting.
Message Notification Dial Out
The voice mail system must have enough dialing ports to light message
waiting lamps promptly and deliver new messages to subscribers. The
system also needs enough answering ports to take messages and handle
incoming calls. Control this with port status settings, on Application screen
Page 2. Refer to Chapter 21 Switch Setup.
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Figure 9-21 Port Status
9 - 56
Messages

EliteMail VMS/EliteMail Limited
Issue 3
Correctly setting Line 14 of Application screen Page 2 is vital to light
message waiting lamps promptly and call to pagers and extensions.
The voice mail system must have at least one port available for dialing out
to light message waiting lamps and deliver messages, but more dial-out
ports may be required.
Consider the following factors when configuring the port status:

A dial-out port used to call subscribers for message delivery likely is
tied up by the subscribers that the voice mail system contacts while
the subscribers sign in and check their messages. Any dial-out to
activate message waiting lamps must wait for the dial-out port to
become free. This may result in a message waiting lamp or pager not
being activated until long after a message is received.

If the voice mail system answers calls on a dial-out port, the system
ability to dial out can be compromised by incoming call traffic.

A very busy system, lighting dozens of message waiting lamps and
notifying dozens of subscribers of their messages every hour,
requires two or more dial-out ports.

If the voice mail system has too many dial-out ports dedicated to
message waiting lamps or message delivery, there may not be
enough free ports to accept incoming calls, causing callers to get a
busy signal when they try to leave or retrieve messages.

Setting one port on the system to either A/L or Lamp and setting all
other ports to A/M, Msg or Ans guarantees that the voice mail
system uses only one port for all message waiting lamp calls.
The port status options that affect message waiting lamps are explained
below.

Dial
Dial out only. The port is dedicated to dialing out to deliver messages
and to light message waiting lamps. It does not answer incoming
calls.

Lamp
Lamp only. The port is dedicated to dialing out to light message
waiting lamps exclusively. It does not answer incoming calls.
Reference
9 - 57

Issue 3 EliteMail VMS/EliteMail Limited

A/D (Answer/Dial out)
This port answers incoming calls. When the port is not answering an
incoming call, it dials out to deliver messages and to light message
waiting lamps.

A/L (Answer/Light Lamps)
This port answers incoming calls. When the port is not answering an
incoming call, it dials out only to light subscriber message waiting
lamps.
For details on setting port status options, refer to Chapter 13 Port
Applications.
Use Message Waiting Ring
You can set up the voice mail system to notify callers with a message
waiting ring when a new message is waiting. The system dials an
extension and then hangs up, with enough of a pause that the extension
issues a single, short ring.
To do this, add a comma and Q to the subscriber extension number in a
message delivery telephone number field on the subscriber Personal
Directory page (e.g., X,Q).
Use Pager or Beeper
The system can also dial out to a pager or beeper to notify a subscriber
when a new message is waiting. This is handled through the system
message delivery feature and is discussed in Section 5 Message Delivery
on page 9-9.
Also Refer To:

Section 1 Message Types on page 9-1

Section 9 Message Notification on page 9-29

Section 10 Message Playback on page 9-31

Chapter 13 Port Applications

Chapter 20 Subscribers

Chapter 21 Switch Setup
9 - 58 Messages

Numeric Access

The voice mail system is flexible enough to allow subscribers to leave
messages for subscribers, guests, and message groups by pressing either
numbers or letters. This chapter describes how a system is set up for numeric
access.
S
ECTION 1

SET UP THE
SYSTEM FOR
NUMERIC ACCESS
Areas of the system affected if numeric access is used include:

Access to subscribers and guests
The Access field on subscriber Personal Directory pages should contain
E. With E, the system asks the subscriber for an extension number to
leave messages for other subscribers or guests. You also can set
numeric access as the default for new subscribers added to the system
by adding E to the Access field on Application screen Page 5.

Access to message groups
Set up a special System ID for numbered message groups. Subscribers
press this special System ID before they leave a message for a
numbered message group. Set this ID on Line 59 of Application screen
Page 6, in the field labeled ID for Num Groups. For details, refer to
Chapter 22 Section 2 Special System ID for Numbered Groups.
Verify that the first three characters of each message group name are
numbers. A message group name is displayed in the upper left corner of
the Groups Screen. To leave a message for a message group,
subscribers press these three numbers. The group number should also
be in the group recorded name (e.g., Group 234: Sales Department). For
details, refer to Chapter 9 Section 7 Message Groups on page 9-18.

Numeric directory assistance
Numeric directory assistance allows outside callers to find a subscriber
extension number without spelling the name. For details, refer to
Chapter 3 Directory Assistance. (You can use numeric directory
assistance even on systems that do not use numeric access.)
Reference
10 - 1

Issue 3
EliteMail VMS/EliteMail Limited

SECTION 2

LEAVE MESSAGES BY
NUMBER
A comparison of the conversation for numeric access and the
conversation for lettered access is shown below:
NUMERIC ACCESS
LETTERED ACCESS
(USING E ACCESS CODE
(NO E ACCESS CODE)
AND 77 FOR THE SPECIAL SYS-
TEM ID)
"Would you like to leave any mes-
"Would you like to leave any mes-
sages?"
sages?"
"Please enter the extension number
"Please enter the first three letters of
or 77 for groups."
the last name..."
If the subscriber presses 7 7, the
system continues with:
"Please enter the three-digit group
number."
Figure 10-1 Comparison of Conversations for Numeric and Lettered Access Codes
With numeric access, you can leave messages for subscribers, guests,
and message groups by number. To leave a message for a subscriber by
number, enter the subscriber Extension # ID. To leave a message for a
guest by number, enter the guest Personal ID. To leave a message for a
message group, first press the special System ID for numbered groups.
Then, press the three-digit number for the group you want.
You can use the system wildcard character to select a numbered message
group. For example, if the wildcard character is 1, press 511 to list all
message groups starting with the number 5. Or, press 111 to list all
message groups you can send a message to.
Switch between Using Numbers and Using Letters
If the system uses a lettered keypad map, you can switch from leaving
messages by number to leaving messages by letter (and back again).
While the system is asking, "Please enter the extension number or
<System ID> for groups...", press twice. The system immediately asks
you for letters: "Please enter the first three letters of the last name..."
To switch back to numeric access, press twice again during this
prompt. After you switch to lettered access, the system continues using
lettered access until you switch back or hang up.
10 - 2
Numeric Access

EliteMail VMS/EliteMail Limited
Issue 3
Set Up Special System ID for Numbered Groups
With numeric access, message groups have numbers instead of spelled
group names. Subscribers send a message to a numbered group by first
pressing a special System ID for numbered groups, followed by the group
number. This way, the system does not confuse Extension # IDs with
message group numbers. Message group numbers do not have to be
unique, but all System IDs must be unique.
Set the System ID for numbered groups in the ID for Num Groups field on
Application screen Page 6. Refer to Figure 10-2 The ID for Num Groups
Field on Application Screen Page 6.
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Figure 10-2 The ID for Num Groups Field on Application Screen Page 6
The ID for numbered groups is a System ID, and must be unique.
When choosing this special ID, follow these guidelines:

Choose a short number. Short numbers are easier to remember, and
make the conversation flow better.

Remember that the ID you choose prevents you from using a range
of other System IDs. For example, using 77 for the special System ID
makes the ranges 770-779 and 7700-7799 unavailable.
Also Refer To:

Chapter 3 Directory Assistance

Chapter 7 Keypad Maps

Chapter 9 Messages

Chapter 20 Subscribers
Reference
10 - 3

Opening Greeting

The opening greeting is the system greeting for outside callers. Like other
parts of the system conversation, the opening greeting has phrases and
prompts. Here is a sample opening greeting:
"Hello, EliteMail Messaging System. If you are calling from a touchtone
telephone, you may enter the extension anytime. If you don't know the
extension, press 411 for a directory. Otherwise, please stay on the line and an
operator will be right with you."
Because this greeting is often the first contact people have with your
organization, you may want to customize the opening greeting to announce
your organization name and greet callers in the official voice.
S
ECTION 1

THE OPENING
GREETING
PROMPTS
Unlike other parts of the system conversation, the prompts used in the
opening greeting phrases are not used in any other system phrase. You can
record these prompts again without affecting any other phrases in the system.
These special, unique prompts are stored in the Day/Nite voice fields in the
$Greeting transaction directory.
In most applications, the voice mail system answers every incoming call the
same way, regardless of which port the call comes in on. Refer to Figure 11-1
Opening Greeting Prompts.

!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!"!!!!!!!!!"!!!!!!!!"!!!!!!!!"!!!!!!!!"!!!!!!!!#

$ %&'& ('& )* +
,(- ,(-

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:!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!;
Figure 11-1 Opening Greeting Prompts
Reference
11 - 1

Issue 3
EliteMail VMS/EliteMail Limited
Each column on this screen represents one port. Line 11, the Opening
Greeting Box ID is the message box that contains the Day/Night opening
greeting.
The bottom half of the screen shows the port-specific options set.
Display Additional Ports
Only Ports 1~4 are displayed on the screen. If the system has more than 4
ports, press - to view the settings of the next 4 ports.
S
ECTION 2

USE THE VOICE
DETECT FEATURE
Use the voice detect feature to handle callers who can't enter touchtones.
These callers are routed to a voice detect transaction box that allows them
to respond to prompts by saying Yes or remaining silent. Using voice
detect changes the opening greeting structure. For details, refer to
Chapter 25 Voice Detect.
S
ECTION 3

ROUTE OUTSIDE
CALLS TO SPECIFIC
MESSAGE BOX
A specific trunk or group of trunks may be answered by separate message
boxes. This is especially useful when the voice mail system is being
shared by multiple companies. For example: One company uses trunks
1~4; another company uses trunks 5~8. Each company uses separate
message boxes for their opening greeting. For more information, refer to
TRUNK MAPPING in Appendix F Integration Option Codes.
SECTION 4

THE AVPRMPT FILE
Each time the system is turned on or restarted, it reads a special
configuration file that keeps track of the system prompts and controls
whether the system looks for prompts individually on the hard disk or in the
Quick Play file.
This file, called AVPRMPT, has a different file extension and subdirectory
location for each language the system uses.
Refer to the table below to find out the extension and subdirectory for the
AVPRMPT file used by the system.

The PROMPT subdirectory is stored in the directory with voice mail software
(e.g., C:\VMAIL\PROMPT\US\AVPRMPT.US). If the system uses a
language other than those listed in the table, the language subdirectory
uses a different 2-letter name.
11 - 2
Opening Greeting

EliteMail VMS/EliteMail Limited
Issue 3
PROMPT SUBDIRECTORY AND
LANGUAGE
FILENAME
Australian English
PROMPT\AU\AVPRMPT.AU
United Kingdom English
PROMPT\UK\AVPRMPT.UK
United States English
PROMPT\US\AVPRMPT.US
Figure 11-2 AVPRMPT Subdirectory Location and Filename
Each AVPRMPT file has sections that list the prompts in each prompt set.
Each section contains a command (QP=) that defines which prompts in the
prompt set should be used for Quick Play. Figure 11-3 Sample Part of
AVPRMPT File shows a few lines from an AVPRMPT file.
[DT]
SetName=DT-Date & Time
QP=20-34
PromptMax=42
1=Monday (trailing)
2=Tuesday (trailing)
3=Wednesday (trailing)
4=Thursday (trailing)
5=Friday (trailing)
6=Saturday (trailing)
7=Sunday (trailing)
Figure 11-3 Sample Part of AVPRMPT File
Each time the system is restarted, it reads the AVPRMPT file for each
language, and copies each Quick Play prompt into another file called
QP.IDX (Quick Play index). Then, instead of searching through the hard
disk each time it needs to play a Quick Play prompt, the system plays it
directly from the QP.IDX file. This significantly speeds the flow of the
conversation.

Only prompts recorded as Day for All Ports are listed in the AVPRMPT file
and may be indexed as Quick Play prompts.
Each prompt in the set is listed by number, followed by a brief description.
The first prompt shows Monday with a trailing emphasis. The description
following the prompt number displays on the Voice Prompt Editor Screen,
in the Description column. Each description is limited to 255 characters.

If you edit the description of a prompt in the AVPRMPT file, you change the
description displayed on the Voice Prompt Editor Screen. If you change the
description on the Voice Prompt Editor Screen, you also change the text in
the AVPRMPT file. Changing the description does not affect the recording.
Reference
11 - 3

Issue 3
EliteMail VMS/EliteMail Limited
Change the Prompts Used for Quick Play
You can edit the QP= command in the AVPRMPT file to change which
prompts are used in Quick Play, or use one of these 3 AVPRMPT files
shipped with the system:

AVPRMPT.ENV
Includes the prompts used most often by most systems. Includes
prompts for date and time stamps, sending and retrieving messages,
reviewing old messages, and many prompts used for setup options.
This is the AVPRMPT file used by most systems.

AVPRMPT.2M
Includes all of the prompts in AVPRMPT.ENV, plus several more
commonly-used prompts, to create approximately a 2MB QP.IDX file.

AVPRMPT.ALL
Includes all of the prompts on the system, including those installed
with any feature packages. You must have enough storage space on
the hard disk to use all the system prompts in Quick Play.
These 3 files have the Quick Play commands for each prompt set already
defined. All you have to do to use one of these files is copy it to the system
AVPRMPT file location (e.g., C:\VMAIL\PROMPT\US\AVPRMPT.US).

Exiting to DOS disconnects all calls in progress.
Use AVPRMPT file Shipped with the System
1.
At the Banner Screen, press then press to exit the system.
Enter a System Manager ID, and press .
2.
Change to the subdirectory containing system prompts (e.g., enter
CD PROMPT\US, and press ).
3.
Use the DOS COPY command to copy one of the AVPRMPT files
shipped with the system to the AVPRMPT file used by your system.
(e.g., enter COPY AVPRMPT.2M AVPRMPT.US, and press
).
4.
Press -/ - to restart the system.
11 - 4
Opening Greeting

EliteMail VMS/EliteMail Limited
Issue 3
Use Your Own List of Prompts in Quick Play
You can also use your own list of prompts in Quick Play. To do this, you
change the prompts defined for Quick Play on the QP= lines in the
AVPRMPT file. If you do this, choose only the prompts the system uses
most often, or the prompts that are combined with other prompts, such as:
"Recorded...<day> at <hour> <minute> am/pm." "For no reply, press 2,
otherwise I'll record your message now."

Exiting to DOS disconnects all calls in progress
1.
Exit the voice mail software. To exit the software, at the voice mail
system Banner Screen, press then press . Enter a System
Manager ID, and press .
2.
Make a backup copy of the AVPRMPT file. For example, change to
the prompt subdirectory, then enter COPY AVPRMPT.US
AVPRMPT.OLD, and press . (This makes it easier to restore
the original AVPRMPT file later if needed.)
3.
Using a text editor, edit the AVPRMPT file.
4.
Search for the correct prompt set, using the set 2-letter code. (e.g.,
search for HD to find the call holding prompt set).
5.
Find the line beginning with QP= (look below SetName).
6.
Change the QP= line to one of the following:
QP=ALL
Use all the prompts in the prompt set in Quick Play.
QP=NONE
Do not use any prompts in the prompt set in Quick Play.
QP=n
Use prompt numbers listed. List prompts individually,
separated by comma (e.g., QP=1,4,26,43), or use hyphen
for range of numbers (e.g., QP=12-33). You can also use
a combination (e.g., QP=1,3,5-7,10). To find out a prompt
number, scroll through the list under the prompt set.
7.
Repeat step 4 for every prompt set with prompts you want in Quick
Play. When you finish editing, save the AVPRMPT file.
8.
Press -/ - to restart the system.
Reference
11 - 5

Issue 3
EliteMail VMS/EliteMail Limited
Figure 11-4 Sample Music-on-Hold Prompts Used in Quick Play shows
how to change the AVPRMPT file so that the music-on-hold prompts
(holding prompts 23-32) are used in Quick Play.
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$AH"* ( +L
$9H"* ( +L
'&H( < $& ++ (+)2 () "*L
'$H) (< " + (+)2 +)"L
''HK " ( + +2 *" * 7 ) 7L
'6H:+) * &
'#H:+) * $
'BH:+) * '
'CH:+) * 6
'@H:+) * #
'AH:+) * B
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6$H:+) * A
6'H:+) * 9
66H "*M) + (+)! + " "N +< 2! +L
6#H * (+)! + " "N (+)2! +L
Figure 11-4 Sample Music-on-Hold Prompts Used in Quick Play
Turn Off Quick Play
You can turn off the Quick Play feature by setting QP=NONE for every
prompt set listed in the AVPRMPT file.
When you turn off the Quick Play feature, the system does not create the
QP.IDX file when you turn on or restart the system. Instead of using the
QP.IDX file to play prompts, the system searches the hard disk for each
individual prompt as needed.
11 - 6
Opening Greeting

EliteMail VMS/EliteMail Limited
Issue 3

Exiting to DOS disconnects all calls in progress.
1.
Exit the voice mail software. To exit the software, at the voice mail
system Banner Screen, press then press . Enter a System
Manager ID, and press .
2.
Make a backup copy of the AVPRMPT file. (This makes it easier to
restore the original AVPRMPT file later if necessary.) For example,
change to the prompt subdirectory, then enter:
3.
COPY AVPRMPT.US AVPRMPT.OLD, and press
4.
Using a text editor, edit the AVPRMPT file as follows:
5.
Search for every occurrence of QP=.
6.
Change the QP=line to QP=NONE.
7.
Save the AVPRMPT file and exit the text editor.
8.
Press -/ - to restart the system.
Also Refer To:

Chapter 3 Directory Assistance

Chapter 4 Faxes and the Public Fax Box

Chapter 12 Operator Box

Chapter 13 Port Applications

Chapter 14 Public Interview Box and Public Messages

Chapter 15 Recording Voice Fields

Chapter 17 Schedules

Chapter 24 Transaction Boxes

Chapter 25 Voice Detect
Reference
11 - 7

Operator Box

An automated attendant cannot completely replace a human operator. The
voice mail system provides a special Application Screen, called the Operator
Box, for handling calls that go to the operator.
Use the Operator Box to define the operator extension, call transfer settings,
greetings, and actions the system should take when the operator is
unavailable. Decide how the system handles callers after hours. Create
multiple operators, by setting up a new transaction box for each operator.
This topic describes how to set up the Operator Box. Refer to Figure 12-1
Operator Box on Application Screen Page 3. With a few differences, the
Operator Box is a transaction box for the operator. Most of the Operator Box
features are described in detail in Chapter 24 Transaction Boxes.

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Figure 12-1 Operator Box on Application Screen Page 3
S
ECTION 1

THE OPERATOR
SYSTEM ID
The default System ID for the Operator Box is zero, but you can change it. The
Operator Box System ID may or may not be the same as the operator actual
telephone extension. The operator actual telephone extension number is
entered in the Transfer section fields: Day? Yes and Nite? Yes.
Reference
12 - 1

Issue 3
EliteMail VMS/EliteMail Limited
If the caller does not press any touchtones while listening to the opening
greeting, the system automatically takes the action set in the action field of
the $Greeting transaction directory.
If the caller presses the Operator Box System ID (typically zero) while
listening to the opening greeting, or anytime the system is listening for an
ID, the system connects the caller to the operator.
The operator can also be accessed from an opening greeting box,
transaction box, voice detect box, or interview box by setting the box
Action field to GotoID and including the Operator Box System ID.
Assign the Operator Mailbox to an Extension
You can use the telephone to assign the operator mailbox to any
extension.
1.
Call the system and sign in with your Personal ID and security code.
2.
Press to skip to the System Manager conversation.
3.
Press to skip to the operator mailbox options.
S
ECTION 2

TRANSFER, GREETING,
ACTION
After a caller has accessed the Operator Box, the box takes control of the
call along the same TransferGreetingAction sequence. This structure,
fully documented in Transaction Boxes and summarized here, shows the
screen where you set up this structure.
Transfer
For daytime business hours, set daytime transfer to Yes and enter the
operator actual telephone extension number after the arrow. The system
then attempts to connect a caller directly to the operator. For nighttime
hours, set nighttime transfer to No and record a Night greeting explaining
that the caller has reached your office after normal business hours.
The following call transfer options apply only if call transfer is Yes:

Release
This is the best call transfer type to use for transferring calls to the
operator. Calls arrive at the operator console as direct trunk calls.
12 - 2
Operator Box

EliteMail VMS/EliteMail Limited
Issue 3

Await Answer
Await-Ans is used when the operator does not answer calls. If the
operator does not answer a call routed through the voice mail system
after the designated number of rings, the voice mail system plays the
Operator Box greeting and performs the designated action. Set the
number of rings the system should wait to 7 or 8 rings.

Wait for Ringback
For Wait-Ring, the voice mail system puts the caller on hold and dials
the operator extension. If the extension rings the number of times
specified in the Rings field, the voice mail system releases the call to
the NEC telephone system.
If the operator extension answers while the voice mail system is
counting rings, the voice mail system puts the call through. If the
extension is busy, the voice mail system plays the Operator Box
greeting and takes the specified action.
Call Transfer Fields
You can control how calls are transferred to the operator with this field. For
details refer to Chapter 2 Section 2 Call Transfer on page 2-11 and
Section 3 Screen Calls on page 2-16.
Although you can use any call transfer option for the Operator Box, to
speed call transfers to the operator, you should not use the Confirm,
Introduce, Message Screen, or Screen options.
The options are:
A
Announce
C
Confirm
D
Dialtone detection
I
Introduce
M
Message screen
S
Screen
For details, refer to Appendix C Call Transfer Options.
Greeting
The Operator Box greetings are stored in the Greeting section of the
screen. If a transfer to the operator telephone extension is not successful,
the system plays the active greeting, and then takes the specified action.
The Operator Box greetings can be recorded only by the System Manager
at the console. They cannot be recorded by telephone.
Reference
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Issue 3
EliteMail VMS/EliteMail Limited
The greeting does not have to be an actual greeting. It can be any
message you wish. However, it should be consistent with the action taken
after the greeting. The actions you may select are described below.
Default Greetings
The Operator Box default day greeting is:
"I'm sorry. The operator is currently unavailable. To try again, press zero.
Otherwise, please answer the following questions, and I'll make sure your
message gets attention."
The default night greeting is:
"You've reached our office after hours. No operator is on duty now. You
may leave a message by answering the following questions, and I'll make
sure your message gets attention."
The default alternate greeting is:
"Operator is not on duty now. You may leave a message by answering the
following questions, and I'll make sure your message gets attention."
Action
If the caller does not press any touchtones during the operator greeting,
the system takes the action specified in the Action section of the screen.
The actions for the Operator Box include:
G
Go to system ID
H
Hangup
O
Transfer to operator (Do NOT use!)
R
Restart
S
Say good-bye
T
Take a message

Setting the Action field in the Operator Box to G, O, or R can trap the caller
in an infinite loop to the Operator Box.
Refer to Appendix B Action Codes for descriptions of the actions you can
specify.
Default Action
The default Operator Box action is GotoID$PM, where $PM is the
default System ID for the Public Interview Box. When the operator is
unavailable, the system routes the caller to the Public Interview Box after it
plays the greeting. For details, refer to Chapter 14 Public Interview Box
and Public Messages.
12 - 4
Operator Box

EliteMail VMS/EliteMail Limited
Issue 3
Operator Messages Are Public Messages
If you set the Operator Box action to T (take a message), any message left
in the Operator Box is a public message. This is because most callers
reach this message box as a last resort, after trying to reach the operator
for assistance. All subscribers with public message access can retrieve an
Operator Box message in the same way that they can retrieve a message
left in the Public Interview Box. You can restrict a subscriber from getting
public messages by placing P in the Access field on that subscriber
Personal Directory page. For details, refer to Chapter 14 Public Interview
Box and Public Messages.

The system should have at least one subscriber who does not have the P
access code, so that someone receives public messages. Otherwise, these
messages can go unnoticed and fill up disk space.
To send private messages to the receptionist/operator, set up a separate
Personal Directory page for that person as you would for a regular
subscriber. Use this private message box for the operator personal
messages, and reserve the Operator Box message taking for messages
intended for anyone who fills the operator/receptionist role.
S
ECTION 3

SET UP MULTIPLE
OPERATORS
The Alternate System IDs for Special Operators on each Port screen
section allows you to use multiple operators. Callers pressing 0 can be
routed to a different operator depending on which system port the call
came in on. This feature can support systems with more than one
language, systems shared by two businesses or organizations, or other
special applications.
To set up multiple operators, you must first add a transaction box or voice
detect box for each alternate operator. (For details, refer to Chapter 12
Operator Box or Chapter 25 Voice Detect.) Then, in the Alternate System
IDs for Special Operators on each Port section, enter the System ID for
each alternate operator transaction or voice detect box.
All alternate System IDs are entered in one long field.
Reference
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Issue 3
EliteMail VMS/EliteMail Limited
The format for each ID is:
P=n
Where P is the number of the port assigned to a particular alternate
operator, and n is the System ID of the alternate operator box. You can
assign more than one port to the same alternate operator box. For
example, entering these System IDs:
1=131 2=132 3-4=135
makes Port 1 use the alternate operator System ID 131, Port 2 use 132,
and Ports 3 and 4 both use the alternate operator System ID 135.
When the system routes callers to the operator (for example, if the caller
presses 0, or reaches a box with the Action field set to Operator), callers
on Port 1 reach the alternate operator with System ID 131, instead of the
one on Application screen Page 3. Callers on Port 2 reach the alternate
operator using System ID 132. Callers on Port 3 and Port 4 reach System
ID 135. If you enter the alternate operator System IDs in this section, you
do not have to enter them on Line 13 of Application screen Page 2.
Also Refer To:

Chapter 2 Call Hold, Transfer, and Screen

Chapter 11 Opening Greeting

Chapter 13 Port Applications

Chapter 14 Public Interview Box and Public Messages

Chapter 15 Recording Voice Fields

Chapter 18 Screens for the application screens

Chapter 20 Subscribers

Chapter 21 Switch Setup

Chapter 22 System IDs

Chapter 23 System Manager

Chapter 24 Transaction Boxes

Appendix B Action Codes
12 - 6
Operator Box

Port Applications

S
ECTION 1

SET OPENING
GREETING
OPTIONS BY PORT
In most applications, the voice mail system answers every incoming call the
same way, regardless of which port the call comes in on. Refer to Figure 13-1
Application Screen Page 2 for 4-Port System. Program special port-specific
settings.

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Figure 13-1 Application Screen Page 2 for 4-Port System
The top half of the screen controls how the system answers the calls coming
in on each port. Screen layout is similar to the Voice Prompt Editor screen.
(Refer to Chapter 15 Recording Voice Fields.)
The port columns in the top half of the screen have Day and Night columns
that correspond to the system Day Mode and Night Mode. Day Mode is
typically the hours your office is open for business and Night Mode is when
your office is closed. You define the hours and days the system is to operate
in Day Mode in the Schedules fields on Application screen Page 4. For
details, refer to Chapter 17 Schedules.
The All Ports column is the default configuration. The values entered in this
column are used on all system ports, unless a different value is specified in
any individual port column.
You may record an alternative opening greeting by recording the Day/Night
greeting in the $Greeting transaction directory again. Follow the procedure in
Chapter 15 Recording Voice Fields.
Reference
13 - 1

Issue 3
EliteMail VMS/EliteMail Limited
S
ECTION 2

PORT STATUS
OPTIONS
The bottom part of the screen has port-specific options that control how a
port is used for answering calls and/or dialing out, how many rings to wait
before answering a call, and which Day Mode schedule to use.
Port Status
The Line 14 Port Status field specifies whether the port is dedicated to
answering incoming calls or dialing out calls. You can vary the port status
assigned to each port in the system to allow the system to efficiently
handle incoming and outgoing calls the application requires.
The port status codes are:

Ans
Answer only, no dial out. The port does not dial out to light message
waiting lamps or deliver new messages.

A/D (Answer/Dial out)
This port answers incoming calls. When it is not answering an
incoming call, the port dials out to light message waiting lamps and to
deliver new messages.

A/L (Answer/Light Lamps)
This port answers incoming calls. When it is not answering an
incoming call, the port dials out to light message waiting lamps. The
port does not dial out to deliver messages.

A/M (Answer/Message Delivery)
This port answers incoming calls. When it is not answering an
incoming call, the port dials out to deliver new messages. The port
does not dial out to light message waiting lamps.

Busy
Stay off-hook. This port status is used for testing or temporarily taking
the port off line.

Dial
Dial out only. The port is dedicated to dialing out to light message
waiting lamps and to deliver new messages. It does not answer
incoming calls.
13 - 2
Port Applications

EliteMail VMS/EliteMail Limited
Issue 3

Lamp
Light Lamps only. The port is dedicated to dialing out to light
message waiting lamps exclusively. The port does not dial out to
deliver new messages or answer incoming calls.

Msg
Message Delivery only. The port is dedicated to dialing out to deliver
new messages exclusively. The port does not dial out to light
message waiting lamps or answer incoming calls.
A typical application uses only two port status codes: Answer (Ans)
and Answer/Dial (A/D). The answer/dial ports are used for lighting
message lamps and delivering messages. A general rule of thumb is
to have one of every four ports set to A/D, with the rest set to Ans.
By limiting the number of ports that can dial out, the system gives
priority to answering incoming calls quickly.
However, if the system is not promptly notifying subscribers that they
have new messages, the incoming call load might be too heavy for
the system to get a chance to dial out and light message waiting
lamps. In this case, you might want to assign A/D to an additional
port, or dedicate one port to Dial out only (D). The system must have
at least one port available for dialing out to use message waiting
lamps and to deliver new messages.
Consider the following factors when assigning the port status codes:

A dial-out port (A/D or Dial) used to call subscribers for message
delivery can be tied up for long periods by subscribers listening to
delivered messages. If this port is also used for lighting message
waiting lamps, this may delay duality calls to light or extinguish
message waiting lamps, resulting in lamps remaining lit long after a
message is heard or delays in lighting a lamp after a new message
arrives.

If the system answers calls on a port that is relied on to dial out for
delivering messages (A/D, A/M), the system ability to dial out may be
limited by incoming call traffic.

If the system has several ports dedicated to dialing out for message
waiting lamps or message delivery (A/D, A/L, A/M, Dial, Lamp,
Msg), too few ports may be left available for incoming calls, because
most or all of the ports are busy dialing out. This can result in public
callers or subscribers receiving busy signals when they try to call in.
It is best to give A/D, A/L, A/M, Dial, Lamp, or Msg status to the
least busy port (typically the highest numbered port on a system) to
allow incoming calls to naturally hunt for available ports.
Reference
13 - 3

Issue 3
EliteMail VMS/EliteMail Limited
The system activates a built-in call collision prevention feature if you
turn dial tone detection on. (Refer to Chapter 21 Switch Setup.) If a
call comes in on a port set to A/D, A/L, A/M, Dial, Lamp, or Msg at
the same time the port is attempting to dial out, the system gives
priority to the incoming call and terminates the dial-out request. (The
dial-out request is put back in the queue.)
If an A/D, A/L or A/M port is the only port not busy, the system does
not initiate dial-out calls until another port is free to answer incoming
calls.
S
ECTION 3

CONTROL THE
NUMBER OF RINGS TO
WAIT
The Line 15 Rings to Answer field stores the number of rings the system
should wait before answering a particular port. In most cases you want the
port to answer on the first ring (Rings to Answer set to 1). This applies to a
port that has a port status of Ans, A/D, A/L, or A/M.

Do not set Rings to Answer = 0.
S
ECTION 4

SET THE DAY/NIGHT
SCHEDULE FOR PORTS
Much of the system interaction with an outside caller depends on whether
the system is in Day Mode or Night Mode.
You can set a different schedule for each port on Line 16, Day/Night
Schedule (1-4). By default, the system uses Schedule #1, unless you tell
it to use a different schedule. You can define four different Day Mode/Night
Mode schedules for the system. For details, refer to Chapter 17
Schedules.
Except in special cases, most applications use one schedule for the entire
system. But, if departments with different business hours share a voice
mail system, using different ports to answer each department calls, you
could assign different schedules. Then, you could define two different Day
Mode schedules (Schedule #1 and Schedule #2) on Application screen
Page 4, then enter the number of the schedule that is to control each port
on Application screen Page 2 in the Day/Night Schedule (1-4) field.
Also Refer To:

Chapter 9 Section 5 Message Delivery on page 9-9

Chapter 9 Section 13 Message Waiting Lamps on page 9-54

Chapter 14 Public Interview Box and Public Messages

Chapter 17 Schedules

Chapter 18 Screens for the application screens

Chapter 21 Switch Setup
13 - 4
Port Applications

Public Interview Box
and Public Messages

The voice mail system provides a Public Interview Box in the Transaction
Directory. Messages left in the Public Interview Box or Operator Box or Public
Fax Box are public messages that are available to all subscribers with public
message access. The system may also be set up to send a public message if
a system error occurs.
Typically, the Public Interview Box handles calls to the Operator that go
unanswered and asks for the caller name, telephone number and a brief
message so the call can be returned. The Public Interview Box does have
other functions.

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S
ECTION 1

SET UP THE
PUBLIC INTERVIEW
BOX
Set up the Public Interview Box the same way you set up a regular interview
box. Refer to Chapter 6 Interview Boxes if you need instructions.
Reference
14 - 1

Issue 3
EliteMail VMS/EliteMail Limited
Public Interview Box ID: $PM
The Public Interview Box comes with a default $PM System ID. You can
change the box ID, but you cannot delete the Public Interview Box or add a
new one. If you do change the box System ID, you should also change all
references to the old ID. This System ID is typically used with the
GotoID action set on the Operator Box on Application screen Page 3,
or on opening greeting boxes on Application screen Page 2.
Default Questions
The questions below are recorded defaults in the Public Interview Box.
Question
Max Reply Time
Who's calling please?
6
Whom are you trying to reach?
9
What's this in reference to?
9
At what number can you be reached?
9
What additional message would you like to leave? 40
S
ECTION 2

LEAVE A MESSAGE IN
THE PUBLIC
INTERVIEW BOX
A caller routed to the Public Interview Box is asked the series of questions
recorded in the box. If the caller does not finish speaking in the specified
reply time, the system continues with the next question.
If the caller does not respond to the first question, the system moves on to
the next question. If the caller still does not respond, the system skips to
the Action. For example, if the Action field is Say-bye, the caller hears:
"If you need further assistance, press the pound key now. Thank you and
good-bye."
If the caller responds to the first question, but does not answer a later
question, the system continues with the next question in the series.

If dial tone detect is enabled, the system detects a caller disconnect and
stops the interview.
14 - 2
Public Interview Box and Public Messages

EliteMail VMS/EliteMail Limited
Issue 3
S
ECTION 3

DELETE PUBLIC
INTERVIEW BOX
MESSAGES
You can delete all messages in the Public Interview Box.

You should delete Public Interview Box messages when system traffic is
low. If the box has many messages, the system may not be able to answer
calls for several minutes. If you must delete Public Interview Box messages
while calls are coming in, forward all voice mail lines to the operator.
Delete all messages in the Public Interview Box
1.
Sign in to the system. Press - to display the Transaction
Directory.
2.
Press (or use the Jump command) to view the Public Inter-
view Box.
3.
Press .
4.
Press to select All Messages.
5.
Press to confirm.
S
ECTION 4

SET UP SUBSCRIBERS
TO RECEIVE PUBLIC
MESSAGES
Public Interview Box, Public Fax Box, or Operator Box messages are
available to all subscribers who have public message access. The system
may also send a public message if a system error occurs. Subscribers with
P in the Access field cannot access public messages. Ensure that P is
removed from the access field on the Personal Directory page to provide
access.
Most sites want System Managers and operators to have public message
access. Usually they are the only subscribers who do not have the P
access code and can receive public messages.

The system should have at least one subscriber without the P access code,
so that someone can receive public messages. Otherwise, these messages
can go unnoticed and fill up disk space.
Reference
14 - 3

Issue 3
EliteMail VMS/EliteMail Limited
S
ECTION 5

MESSAGES FROM THE
PUBLIC INTERVIEW
BOX
Subscribers who have access to public messages, hear any message left
in the Public Interview Box after they check all new messages.
Each set of responses to the Public Interview Box questions is stored as a
single message. A beep is recorded between each response in the
interview. You do not hear the original interview questions when you hear
the replies. If a caller does not answer a question, you hear two
consecutive beeps, indicating no response.
If more than one subscriber has public message access, only the first
subscriber to hear a public message hears it as a new message. The
message is available to subsequent subscribers with public message
access as an old message. If a subscriber deletes a public message, it is
deleted from the system and is not available to other subscribers.
The number of people who can access public messages should be limited
to help ensure that important messages are not inadvertently deleted. You
should have at least one person also, such as the receptionist, who
receives all new public messages, and, if necessary, can redirect the
messages to the applicable subscribers. If you delete the only subscriber
who has public message access, remove the P access code from another
subscriber so that person can receive public messages.

Preserve a Public Message
You can also keep a public message as a new message that can be
heard by other subscribers with public message access. To do this,
the first subscriber to hear the message must press * either while
listening to the message or during the message time and date
announcement.
When any subscriber hears an old public message, that subscriber
must archive it to keep the message as an old message for other
subscribers with public message access. An old public message
listened to but not archived is immediately deleted from the system.

Message Notification for Public Messages
System Managers and operators may not want the system to call
them or light message waiting lamps if the only messages they have
waiting are public messages. They can add the C access code to the
Access field of their Personal Directory pages to have the system
light message waiting lamps only when they have new messages
specifically addressed to them.
14 - 4
Public Interview Box and Public Messages

EliteMail VMS/EliteMail Limited
Issue 3
S
ECTION 6

SET PUBLIC MESSAGE
FIELDS
Refer to Figure 14-2 Application Screen Page 6, with Public Message
Fields. Line 51 has fields that control the Public Interview Box.

C 5 C
F'L (% %5 +.
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59
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& 0.

H333333333333333333333@33333333333333333333333333@33333333333333333333333333333I
Figure 14-2 Application Screen Page 6, with Public Message Fields

Public Hold/Archive msgs
This dual field indicates how many days to hold old public messages
and archived public messages. With 0 in the Hold field, an old public
message is deleted at midnight on the day it is first heard. With 2 in
the Archive field, an archived public message is deleted two days
after it was last saved. Each time an old public message is heard, it
must be saved again or it is deleted.

New Msgs: 0=0:00 Total: 0=0:00
These display-only fields show the number of public messages on
the system. The New Msgs field has the number of new public
messages and the total time in hours:minutes. The Total field has
the number of new and old public messages stored on the system
and the total time for these public messages in hours and minutes.
Reference
14 - 5

Issue 3
EliteMail VMS/EliteMail Limited
Also Refer To:

Chapter 6 Interview Boxes

Chapter 9 Section 1 Message Types on page 9-1

Chapter 9 Section 10 Message Playback on page 9-31

Chapter 11 Opening Greeting

Chapter 12 Operator Box

Chapter 13 Port Applications

Chapter 15 Recording Voice Fields

Chapter 17 Schedules
14 - 6
Public Interview Box and Public Messages

Recording Voice Fields

A voice field on a system screen allows access to a recording. The System
Manager accesses voice field recordings at the console. Subscribers can
access some voice fields by telephone. Voice field recordings include:
prompts, recorded names, greetings, introductions, and interview questions.
Each recording is stored in a voice field if the recording is made at the console
or by telephone.
This chapter describes how to make recordings in voice fields at the console
and includes:

Voice field locations

Recording tips

Making voice field recordings

Copying recordings

Appending to recordings (adding another recording, beeps, or silence)

Deleting recordings

Restoring original system prompts

Using Quick Play to speed the conversation

The opening greeting can be structured in different ways; please read Opening
Greeting before recording any opening greeting prompts again.
S
ECTION 1

LOCATION OF
VARIOUS VOICE
FIELDS
Many recordings are shipped with the voice mail system. The voice fields for
these recordings are located on several screens:

The voice field for most prompts is displayed on the Voice Prompt Editor
screen. Refer to Figure 15-1 The Voice Prompt Editor Screen.

The voice field for the opening greeting prompt is displayed in
Transaction Directory $Greeting.

The Operator Box has voice fields for its introduction ("I'll transfer you
now"), recorded name, and greetings on Application screen Page 3.
Reference
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Issue 3
EliteMail VMS/EliteMail Limited
Many voice fields throughout the system store recordings by the System
Manager or individual subscribers, such as voice names, individual
greetings, or group voice names.
S
ECTION 2

HOW VOICE FIELDS
ARE DISPLAYED
If a voice field contains a recording, it displays a number (e.g., :5 or 0:05).
The number indicates how many seconds the recording lasts. In a voice
field large enough for only two characters, recordings lasting longer than 9
seconds are indicated by >9.
A voice field without a recording has either or 0:00 displayed.

A voice field may contain QP to indicate the recording is indexed for Quick
Play, a feature that speeds the system conversation. On Application screen
Page 2 and the Voice Prompt Editor screen, only the recordings in the All
Ports Day voice field may be indexed in Quick Play. For details, refer to
Quick Play in Chapter 15 Section 3 The Voice Prompt Editor Screen
on page 15-2.
The Voice Prompt Editor screen and Application screen Page 2 display
voice fields in a grid, based on the ports installed on the system. Each port
has dual columns that correspond to the voice mail system Day and Night
modes. Dual columns for All Ports are also provided for recordings to be
used on all system ports, unless a different value is specified in an
individual port column.
S
ECTION 3

THE VOICE PROMPT
EDITOR SCREEN
$

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) ) "
) #
) !
) >
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. )
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. )
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d: d:

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d: d:
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" d:
d: d:
d: d:
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"' &
" d:
d: d:
d: d:
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" d:
d: d:
d: d:
d: d:
d: d:
"# .
" d:
d: d:
d: d:
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"! Q
" d:
d: d:
d: d:
d: d:
d: d:
H333333333333333333333333333333333333333333333333333333333333333333333333333333I
Figure 15-1 The Voice Prompt Editor Screen
15 - 2
Recording Voice Fields

EliteMail VMS/EliteMail Limited
Issue 3
Most prompts recorded in the system voice are displayed on the Voice
Prompt Editor Screen.
The Voice Prompt Editor has a prompt set for each language installed. A
prompt set is a group of prompts relating to a specific part of the
conversation. The prompts the system plays when an outside caller
reaches a subscriber voice mailbox are stored in the MB-Message Box
prompt set.
To move around the Voice Prompt Editor Screen:
Press
Move to the previous page in the prompt set.
Press
Move to the next page in the prompt set.
Press 12
Move to the beginning of the prompt set.
Press 3
Move to the end of the prompt set.
Press -)
Jump to a prompt number. Enter the prompt number,
and .You cannot jump to a prompt in a different
language.
Press - Display prompts for additional ports.
Press "4
Move cursor one field to the right.
Press #$%&-"4
Move cursor one field to the left.
Press *
Move cursor to the closest field above.
Press
Move cursor to the closest field below.
Press
Move cursor to the next field.
Press
Move to the next prompt set.
Press #$%&-
Move back to the previous prompt set.
S
ECTION 4

RECORD TIPS
You do not need to record any voice field on the system again, but most
organizations record at least the opening greeting again.
Reference
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Issue 3
EliteMail VMS/EliteMail Limited
If you decide to record part of the system conversation, remember that the
voice mail system is often the first contact people have with your
organization. The quality of the system recordings (the volume, tone,
clarity, and timing) reflects the image of your organization. You should
verify that the recordings are easy to understand, and sound friendly and
professional.
To make high-quality recordings, follow these tips:

Record in a quiet place. Verify that there is no background noise or
telephone line static. If your office is noisy most of the time, record
with a noise canceling handset called a confidencer.

Speak clearly and with energy, but not too fast. Could a first-time
caller understand the recording? Pay attention to the timing of what
you record. Are the right words stressed? Does the recording make
sense each time it is used in the system conversation?

If the recording asks callers to enter touchtones, include some
silence at the end of the recording. This gives the caller a chance to
make a selection. Appending silence is discussed later in this
chapter.

To control the volume of the recording, vary the distance between
your mouth and the handset. Listen to each recording immediately
after you record it. Verify that it is loud enough, but not too loud. If the
recording sounds too loud or raspy, lower your voice or hold the
handset further away from your mouth. A different telephone or a
different handset may produce a better quality recording.

Record long prompts sentence by sentence, and append the
sentences together to make the whole recording. Appending
recordings is discussed later in this chapter.
S
ECTION 5

MAKE VOICE FIELD
RECORDINGS
Recording in a voice field involves the following steps:

Day, Night, and Holiday opening greetings can be easily changed from any
telephone without using the console. Refer to Chapter 15 Section 6
Change Opening Greeting on page 15-6 for instructions.
Plan the Recording Changes
Unplanned voice field recordings may confuse callers. This is especially
true of prompts. Prompts may be used in more than one phrase in the
system conversation. A change in wording, inflection, or timing that works
in one phrase, may not work in another.
15 - 4
Recording Voice Fields

EliteMail VMS/EliteMail Limited
Issue 3
Establish a Local Connection
To change any other voice field recording, use a telephone near the
console, so you can speak into the telephone and reach the console
keyboard at the same time:
1.
Call the system. Monitor the port status found in the upper-left corner
of the screen. Watch for the port taking the call. (If the system has
more than 12 ports, press -5 to view the port status for the addi-
tional ports). The system displays RINGING followed by DAY
ANSWER (or NIGHT ANSWER) after the system answers the line. If
you are on a busy system, you might have to wait until a voice port is
free.
2.
Press 5 to move the port selection indicator (>>) to the port that
has just answered the call.
3.
Press 6 to connect locally. The port status changes to Local
Connect, and any message you hear playing on the telephone stops.
4.
When locally connected, leave the telephone handset off-hook.
Place the handset on the desk, not back in the cradle. If you hang up
before you are finished with the local connection, you must
disconnect, wait for the system to clear the port, and then establish
the local connection again.
5.
After recording all desired changes, press to move >> to the
locally connected port to exit local connect mode.
6.
Press 6 to disconnect, then hang up the telephone.
Record the Voice Field
After you plan the recordings and establish a local connection, you are
ready to record. After you make a recording, check the volume, emphasis,
speed, and tone. You may have to record several times before the
recording sounds the way you want it. To index a recording for Quick Play,
refer to Quick Play in Chapter 15 Section 3 The Voice Prompt Editor
Screen on page 15-2.

If you record over an existing voice field, the new recording completely
replaces the old one.
1.
Plan the recording and establish a local connection.
2.
Move the cursor to the voice field containing the recording you want
to change. Press ,.
3.
Press # ( to start recording. After the beep, speak into the
telephone handset. When you finish, press # ( again. The
number of seconds the recording lasts is displayed in the voice field.
Reference
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Issue 3
EliteMail VMS/EliteMail Limited
Listen to the Recording
After you make a recording, listen to it to verify that it is correct.
1.
If necessary, establish a local connection.
2.
Move the cursor to highlight the voice field containing the recording
you want to hear.
3.
Press 0.
S
ECTION 6

CHANGE OPENING
GREETING
To change an opening greeting, you can make the recording from any
telephone without using the console.
1.
Plan the recording.
2.
Call the system and sign in with your Personal ID and security code.
3.
Press 0 to skip to the System Manager conversation.
4.
Press + to skip to the opening greetings options.
5.
After you make a recording, listen and verify that it is correct.
S
ECTION 7

COPY RECORDINGS
You can press to copy a recording from a voice field to a sound file.
You can then copy this same sound file into another voice field to replace
the existing recording. You can also copy the file to a floppy disk, to store it
or use it in other voice mail systems.
The sound files format is unique for the system voice boards. It is different
from multimedia sound files such as .WAV files.
Copy from a voice field to a sound file:
1.
Move the cursor to the voice field for the recording you want to copy
to a file.
2.
Press to display the Command Menu.
3.
Press to Copy.
4.
Press 7 for Out to a file.
5.
Enter an 8-character filename, and press .
If you are copying the recording to a floppy disk, remember to begin
the filename with the drive letter (A: or B:). Each file takes about 3000
bytes (3K) of disk space per second of recording.
15 - 6
Recording Voice Fields

EliteMail VMS/EliteMail Limited
Issue 3
Copy a sound file to a voice field:
1.
Sign in to the system and highlight the voice field where you want to
copy the recording.
2.
Press . The system displays the Command Menu.
3.
Press to Copy.
4.
Press ! for Into current field.
5.
Enter the filename of the sound file, and press .
If you are copying the recording from a floppy disk, remember to begin the
filename with the drive letter (A: or B:). After the recording is copied, the
voice field displays how many seconds the newly-copied recording lasts.

If a recording is already stored in the voice field, the system asks if you want
to replace or append to the current voice field recording.
S
ECTION 8

APPEND TO
RECORDINGS
To add to the end of a current recording instead of replacing it, append to
it. You can append another recording, a beep, or silence.
Sometimes it is easiest to combine shorter recordings to make a long
recording. Make a new short recording in a temporary voice field, copy it to
its own sound file, then append it to another recording.
Append one voice field recording to another voice field recording:
1.
Highlight the voice field for the recording to add to another recording.
2.
Press to display the Command Menu.
3.
Press to Copy.
4.
Press 7 for Out to a file.
5.
Enter an 8-character filename, and press . To copy the
recording to a floppy disk, begin the filename with the drive letter A:
or B:.
6.
Move the cursor to highlight the voice field to add to.
7.
Press . The system displays the Command Menu.
8.
Press to Copy.
9.
Press ! for Into current field.
10.
Enter the filename of the sound file you want to add, and press
. If you are copying the sound file from a floppy disk,
remember to begin the filename with the drive letter A: or B:.
Reference
15 - 7

Issue 3
EliteMail VMS/EliteMail Limited
11.
The system asks if you want to replace or append to the current voice
field recording. Press / to append. After the recording is appended,
the voice field displays how many seconds the complete recording
lasts.
12. Repeat these steps if you want to add another recording.
Append a Beep
The system is shipped with a prerecorded beep that you can append to the
end of any recording. This is useful when the Beep on record? field on
Application screen Page 6 is No. This keeps the system from automatically
playing a beep after prompting a caller to record a message.
If you want the system to beep at the end of such a prompt, just append
the prerecorded beep to the recording voice field. Highlight the voice field
for the recording that requires a beep.
1.
Press to display the Command Menu.
2.
Press to Copy.
3.
Press ! for Into current field.
4.
Enter BEEP, and press .
5.
Press / to append the beep. after the beep is appended, the voice
field displays how many seconds the recording, including the beep,
lasts.
6.
Repeat these steps if you want to add another beep.
Append Silence
When you record a prompt that asks a caller to press touchtones, you
should include a pause so the caller has time to make a selection.
Although you can add a pause simply by not saying anything while
recording, you may inadvertently record background noise or static.
To solve this problem, the system is shipped with a file called SILENCE
that contains a half-second of complete silence. Append this sound file to
the prompt (once or as many times as you need to) to add completely
silent pauses to the recording.
1.
Highlight the voice field for the recording that requires silence.
2.
Press . The system displays the Command Menu.
3.
Press to Copy.
4.
Press ! for Into current field.
15 - 8
Recording Voice Fields

EliteMail VMS/EliteMail Limited
Issue 3
5.
Enter SILENCE, and press . The system asks if you want to
append or replace the prompt.
6.
Press / to append the silence or press 8 to record only silence in
the field. The voice field displays how many seconds the recording,
including the silence, lasts.
7.
Repeat these steps if you want to add another half second of silence.
S
ECTION 9

DELETE A RECORDING
IN A VOICE FIELD

If you accidentally delete a recording you made, you
cannot restore it unless you copied the recording in a
sound file.
1.
Sign in to the system and highlight the voice field for the recording
you want to delete.
2.
Press . The system asks you to confirm.
3.
Enter Y, and press .
SECTION 10

RECORD QUICK PLAY
PROMPTS
The voice mail system uses a feature called Quick Play to index the
prompts most often used in the conversation. This allows the system to
copy these prompts to an index file, so that they can be played quickly
when they are needed. Quick Play significantly speeds the flow of the
conversation.
You can record Quick Play prompts again (marked QP in a voice field) the
same way you record other prompts. However, until you restart the
system, the newly recorded prompt is played from the hard drive and not
from Quick Play.

Restarting the system disrupts all calls in progress.
Restart the system after business hours.
You can change the list of prompts the system uses for the Quick Play
feature. For details, refer to Quick Play in Section 3 The Voice Prompt
Editor Screen on page 15-2.
Reference
15 - 9

Issue 3
EliteMail VMS/EliteMail Limited
Also Refer To:

Chapter 11 Opening Greeting

Chapter 12 Operator Box

Chapter 13 Port Applications

Chapter 14 Public Interview Box and Public Messages

Chapter 17 Schedules

EliteMail VMS/EliteMail Limited Voice Mail User Guide #750178-0
15 - 10
Recording Voice Fields

Reports

The voice mail system can provide a great deal of information about your
organization incoming and outgoing telephone calls. You can use the
information to help make decisions about your organization, such as staffing
levels, productivity, and your telephone hardware needs.
The voice mail system provides the following reports:

Usage Reports

Directory Reports

Busy Ports Report

Call Log

Error Log
You can view reports, print them on a printer connected to the voice mail
system, copy them to files, or import them to other applications.
This chapter describes each report, and explains how to create and view each
report.
S
ECTION 1

STORE DATA FOR
REPORTS
Each day, the system creates a special file to store data about its actions and
call traffic. The system uses these daily files to create reports.
The Call Report Aging field on Application screen Page 6 controls the time
the system stores this information. Refer to Figure 16-1 Call Report Aging
Field. The default is 14 days.

C 5 C
F'L (% %5 +.
A) % "> +.

F"L J%& +,&%- ' ,#
0 '1''' ) '1'''
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H333333333333333333333@33333333333333333333333333@33333333333333333333333333333I
Figure 16-1 Call Report Aging Field
Reference
16 - 1

Issue 3
EliteMail VMS/EliteMail Limited
The system can store a file for each of the last 365 days, but to conserve
disk space you should set the value in the Call Report Aging field to no
more than 31 days.

If you choose a start date for a report that is earlier than the number of days
in the Call Report Aging field, the report covers only the number of days in
the field. Always check the top of the report to find the actual start and stop
dates for the report.
S
ECTION 2

USAGE REPORTS
Usage reports give you a picture of how much the voice mail system is
being used over time. You can run a usage report for an individual guest,
subscriber, Extension # ID, or System ID. You can also track usage of the
entire voice mail system. You can create the report as a bar graph or a
table. Specify a range of days to be covered by the report.

The Usage Bar Graph Reports
For an individual guest, subscriber, Extension # ID, or System ID, the
bar graph shows the percentage of each hour that the person or box
was using the voice mail system. Refer to Figure 16-2 Sample
Subscriber Usage Bar Graph Report. This percentage is equal to the
number of minutes the person or box used the system, divided by 60
minutes.

^ G7 E '"," '#,'! ' ,'!, > "'FK ^
^