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July, 2002




































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The information contained in this document represents the current view of Teleco, Inc. as of the date shown on the
document. Due to changing market conditions, Teleco cannot guarantee the accuracy of any information past the
publication date of this document. Teleco makes no warranties, expressed or implied, in this summary.

Perfect Voice Pinnacle is a trademark of Teleco, Inc. All other products or company names mentioned are used for
identification purposes only and may be trademarks of their respective owners.




Contents
P r o d u c t O v e r v i e w . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
H o w i t W o r k s . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Connections............................................................................................................................2
A u t o m a t e d A t t e n d a n t F u n c t i o n a l i t y . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Unlimited Call Handling...........................................................................................................3
Adaptable Multi-tenanting .......................................................................................................3
Global Acceptance ­ Advanced Multilingual Support ..............................................................3
Sophisticated Transfer Options...............................................................................................4
Information Mailboxes.............................................................................................................4
Off Site Transfers....................................................................................................................4
Port Selectable Greetings .......................................................................................................4
Call Transfer ...........................................................................................................................4
Transfer Confirmation .............................................................................................................5
Guest Mailboxes .....................................................................................................................5
Pre-Paging / Pre-Paging Restriction .......................................................................................5
Audiotext.................................................................................................................................5
V o i c e M a i l C a p a b i l i t i e s . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Customized Classes of Service ..............................................................................................6
Company Information..............................................................................................................7
Directory Assistance .............................................................................................................10
Mailbox .................................................................................................................................11
Single Digit Options ..............................................................................................................12
P l a y i n g a n d S e n d i n g M e s s a g e s . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 4
Playing Messages.................................................................................................................14
Sending Messages ...............................................................................................................14
Outside Caller Messaging.....................................................................................................15
N o t i f i c a t i o n o f M e s s a g e s . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 5
Scheduled Message Notification...........................................................................................15
Notify by Message Light........................................................................................................16
Notify by Pager .....................................................................................................................16
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Notify at Desk with Message Pickup .....................................................................................16
Notify Remotely with Message Pickup ..................................................................................16
Cascade Notification .............................................................................................................16
Notify by E-Mail.....................................................................................................................16
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M a i l b o x O p t i o n s . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 6
Quick User Setup (User Tutorial) ..........................................................................................16
Mailbox Greetings.................................................................................................................17
Call Blocking/Call Blocking Restriction..................................................................................17
Pre-Paging/Pre-Paging Restriction .......................................................................................17
Call Forwarding/Call Forwarding Restriction .........................................................................17
Message Forwarding/Message Forwarding Restriction.........................................................18
Distribution Lists ...................................................................................................................19
M a i l b o x M a n a g e m e n t v i a t h e T e l e p h o n e I n t e r f a c e . . . . . . . . . . . . . . . . . . . . 2 0
V i s u a l M e s s a g e M a n a g e m e n t w i t h P e r f e c t V i e w . . . . . . . . . . . . . . . . . . . . . . . 2 2
Manage Messages from Perfect View...................................................................................22

Manage Mailbox Settings from Perfect View.........................................................................24
Administrator Options ...........................................................................................................29
U n i f i e d M e s s a g i n g . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 0
E-Mail Notification/ E-Mail Notification With Voice Message File Attached............................30
Unified Messaging Synchronization Option...........................................................................30
Control E-Mail Settings from Perfect View ............................................................................30
S y s t e m A d m i n i s t r a t i o n . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 1
User-Friendly System Administration ....................................................................................31
Multi-Level Administration.....................................................................................................31
Context Sensitive Help..........................................................................................................31
Quick User Setup With Range Copy and Class of Service Settings ......................................31
Message Length Control.......................................................................................................31
Remote Administration..........................................................................................................31
Administration via the telephone ...........................................................................................31
Reports.................................................................................................................................32
Remote Upload/Download ....................................................................................................32
Real-Time Display of Port Activity .........................................................................................32
Detailed Diagnostics .............................................................................................................32
I n s t a l l a t i o n S e t u p W i z a r d . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 2
Security.................................................................................................................................33
I n t e g r a t i o n . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 3
Inband Signaling (IBS) Integration ........................................................................................33
Station-Only IBS Integration..................................................................................................33
Direct SMDI Integration for NEC and Toshiba.......................................................................34
Easily Update Telephone System Database .........................................................................34
E x p a n d a b i l i t y . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 4
C o n c l u s i o n . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 4
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Perfect Voice Pinnacle 1
General Description


P r o d u c t O v e r v i e w
Engineered by Teleco, Perfect Voice Pinnacle is designed to grow with your business, preparing you for
the future and maximizing your investment. Perfect Voice Pinnacle is installed on the latest Windows
2000 operating system providing ease and efficiency for your business needs. Getting your business on a
Perfect Voice Pinnacle development plan will allow you to stay at the peak of industry standards.

Perfect Voice Pinnacle is extraordinarily stable and reliable. The high fidelity 64-kilobit speech "Perfect
Voice" used in the Perfect Voice Pinnacle product sets it apart from the competition. Also unique to the
Perfect Voice Pinnacle is the ease with which operators may install and maintain the system.

Perfect Voice Pinnacle takes voice processing to a higher level with Unified Messaging Synchronization
and Internet browser options. The Perfect Voice Pinnacle platform allows you to upgrade as your business
needs grow and as new features are released. The efficiencies of the system will increase your
productivity and reliability along with providing you a high return on your investment.



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2 Perfect Voice Pinnacle
General Description

H o w i t W o r k s

Connections
The voice mail server is a high-end PC running Microsoft Windows 2000 and supporting a standard LAN
connection. Located in the voice mail server are Dialogic voice processing cards equipped with digital
signal processor (DSP) resources to capture and compress voice data as well as to detect DTMF input.

In addition, the voice mail server includes a special connection to the PBX, referred to as PBX
integration. The PBX integration provides information about the calls as they are routed to the voice mail
server. PBX integration interfaces are often developed by the PBX vendors and are unique to each PBX
line, or even to each model within a PBX line. Since having a reliable, efficient and effective PBX
integration is critical to the operation of a voice messaging system, Teleco has ensured that its support of
PBX integration is flexible enough to accommodate almost any integration scenario.

Figure 1 depicts a basic, stand-alone voice mail system. It also provides a clearer understanding of the
connection between the voice mail server and the PBX.


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Figure 1: Connection between the Voice Mail Server and the PBX

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The PBX is also connected to the desktop telephones and stand-alone fax machines, and, through a PSTN
line, controls outside dialing to fax machines, remote phones, pagers and cellular phones based on
information sent from the voice mail server. When you receive a new message, Perfect Voice Pinnacle
will notify your telephone, cellular phone, e-mail or pager. For remote notification of messages, the voice
mail server can tell the PBX to outcall to a defined telephone or cellular phone number. When you
answer, a message plays and you may then log in to your mailbox and pick up your messages.

The telephone is considered an extension off of the PBX. Requiring no special connections or software,
any telephone can be used to record and listen to voice messages. It also serves as an input device,
allowing you to reply to, forward, save or delete messages. In turn, mobile Users can access their voice
messages from anywhere on any telephone or cellular phone and have full access to their mailboxes to
perform routine maintenance.






Perfect Voice Pinnacle 3
General Description



A u t o m a t e d A t t e n d a n t F u n c t i o n a l i t y
The Automated Attendant speeds up call processing, answering calls promptly, courteously, and
professionally without having to keep callers waiting. Callers can be directed through a series of menus to
reach the individual that they need to speak with, or hear the information they require. The Receptionist
and Users' time can now be spent on tasks that are more productive than answering calls and routing
callers.

The Automated Attendant provides access to departments like Sales, Order Desk, Accounts Payable,
Shipping, and/or other departments. The Automated Attendant can be used all the time or only as
required, such as during peak calling periods, overflow situations, after hours, lunch breaks, holidays, etc.

Perfect Voice Pinnacle can connect callers to Users who are off site by giving callers options to access the
User's cellular, home telephone, or branch office. Callers can have single-digit access to departments or
individuals or be directed to a full-featured audiotext menu.

Sophisticated transfer options combined with advanced multi-tenanting capabilities and audiotext/voice
menu functionality provide superior call processing. Some of the potential Automated Attendant
applications are listed and described on the next few pages.

Unlimited Call Handling
Perfect Voice Pinnacle offers powerful functionality for your company to manage virtually any call
handling scenario that the customer may require. A major part of these capabilities can be credited to a
superior Single Digit Menu utility.

These Single Digit Menus are used to design full-featured custom-designed call flow applications.
Messages can be pre-recorded to provide important information to incoming callers. Using extended
Single Digit Menu "trees", callers may then interact with the telephone system to obtain and/or leave
information. Single Digit Menus ensure that callers get the information they need, at any time, without
any assistance; the information is available to them 24 hours a day, 7 days a week.

Adaptable Multi-tenanting
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Perfect Voice Pinnacle supports multiple companies. Companies may be differentiated by port
assignment or via telephone system integration. A separate directory may be assigned to each company,
as well as separate greetings, operators, holidays, and call routing options through Single Digit Menus.
For more details, see "Tenant Services: One Shared Dialplan vs. Multiple, Independent Dialplans", page
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9.

Global Acceptance ­ Advanced Multilingual Support
Business has no borders or official language. Perfect Voice Pinnacle offers a sophisticated multilingual
feature that makes it the perfect product for today's global economy. The system speech and
administration interface are available in many languages, providing customers with the corporate services
traditionally only found in large corporations.



4 Perfect Voice Pinnacle
General Description

Sophisticated Transfer Options
Callers can be transferred:
§ To an extension to ring a telephone (and optionally announce the call through telephone system
paging before transferring),
§ To a mailbox where they bypass ringing the telephone and play a message,
§ To a mailbox where just the User's name plays and they can leave a message, or
§ To the beep tone where they do not hear any greetings and simply record a message.

Callers can:
§ Enter an extension to be transferred to at any time that they are within the Auto Attendant,
§ Review message before sending,
§ Mark a message as urgent before sending,
§ Be sent to a login mode where, if they are Users, they can enter their mailbox and password to be
given remote access to their mailboxes and messages, or
§ Be transferred offsite through the automated attendant to a pre-defined (off-premise) extension or
specified telephone number using trunk-to-trunk or Centrex transferring capabilities.

Information Mailboxes
Through automated call routing, callers requesting specific information can be routed to a mailbox that
simply plays a message. Some of the potential applications include: playing company hours, giving
directions, listing weather conditions, and listing schedules for such companies as bus terminals and
airlines.

Off Site Transfers
If the telephone system can perform trunk-to-trunk transfers (or by using Centrex lines), callers can be
transferred, automatically or by request, to another location. When a call comes in, the voice mail puts the
caller on hold and tells the telephone system the telephone number to dial. The telephone system dials the
number, and then connects the caller to that number. This feature is useful for employees who work from
home or travel and prefer that callers be transferred to their home number or cellular number.

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Port Selectable Greetings
Each Perfect Voice Pinnacle system port may be configured to begin a call process by playing a different
greeting. These greetings may be scheduled to change at different times of day and on different days of
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the week. Port-specific greetings may be used to introduce the caller to the specific application for that
port such as separate greetings for two organizations sharing the same system.

Call Transfer
With Automated Attendant configured, Perfect Voice Pinnacle prompts callers to enter the extension
number of the person they wish to reach. When the Perfect Voice Pinnacle receives the DTMF digits for
a User, the caller is placed on hold and the Perfect Voice Pinnacle dials the extension number associated
with that User. Available types of call transfers include: blind transfer and supervised transfer.

Blind Transfer
When Perfect Voice Pinnacle is configured to perform blind transfers, the system transfers calls to
extensions without supervising the call (blind transfer). In this case, a caller being transferred to an






Perfect Voice Pinnacle 5
General Description


extension is placed on hold while the Perfect Voice Pinnacle system dials the desired extension. The
caller is then released to the telephone system. From this point, the telephone system controls the call.
Calls are forwarded to Perfect Voice Pinnacle only if the telephone system has the capability to forward
calls on a Busy or a No-Answer condition.

Supervised Transfer
When Perfect Voice Pinnacle is configured to perform supervised transfers, the system supervises the
transfer of calls to the desired extension. Perfect Voice Pinnacle checks for both the busy and the no-
answer conditions and informs the caller of the options available to them when either situation arises.
While performing a supervised transfer, the voice mail port being used is not able to receive any
additional calls.

Transfer Confirmation
The Perfect Voice Pinnacle system confirms the User selection to the caller before performing a call
transfer. For example, if a caller selects 123 to reach Fred Smith, he hears, "Transferring to Fred Smith"
just prior to the transfer.

Guest Mailboxes
Guest mailboxes may be created for individuals that do not have a telephone extension. This allows an
individual to receive messages while visiting. The System Administrator may reset Guest Mailboxes.

Pre-Paging / Pre-Paging Restriction
The Perfect Voice Pinnacle Automated Attended may be programmed to "announce" (over the telephone
paging system) the recorded name of the caller-selected mailbox to the person answering the phone
before completing a supervised transfer. This can be useful if a User has more than one mailbox number
ringing to the same extension. For example, this allows the answering party to distinguish whether the
caller selected 123 for Sales or 124 for Engineering, even though both Sales and Engineering ring the
same extension. Pre-Paging also allows a User to pick up his/her calls from any telephone. The System
Administrator may enable or disable each User's ability to use Pre-Paging.

Audiotext
Audiotext allows callers to access audio information from the Perfect Voice Pinnacle system by entering
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DTMF digits in response to audio prompts. The audiotext messages may contain any information of
interest to callers.
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6 Perfect Voice Pinnacle
General Description

V o i c e M a i l C a p a b i l i t i e s
The voice mail functions that Perfect Voice Pinnacle offers are far superior to its competitors. This highly
flexible and accommodating product is practical and designed to meet the needs of virtually any
company's requirements. Some of Perfect Voice Pinnacle's voice mail features include Class of Service
flexibility, Dial-by-Name Directory and Caller ID.

Customized Classes of Service
A Class of Service defines features
and functions for mailboxes
assigned to that specific Class of
Service. You may create up to 99
Classes of Service giving you the
flexibility to configure specific
functions for different personnel.
Storage options, notification
options, transfer options, and
mailbox options are listed in Classes
of Service, and each mailbox is
assigned to a Class of Service where
any combination of options may be
activated or deactivated. The system
may be customized for a specific
office or application. Different
Class of Service configurations can
even be created for executive
mailboxes, and offsite Users who
aren't physically at the location.

Storage options include maximum
number of messages, maximum
message length and maximum greeting length, number of days to keep new and saved messages, and
maximum number of deleted messages.

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Notification includes the ability to receive notification via message lights and the ability to add
customized light codes.

Transfer Options include Call Forwarding, Call Blocking, Single Digit Options, and Pre-Paging.
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Mailbox Options include such features as distribution list, directory options, tutorial options, and message
forwarding.

Mailbox Creation Options specify default settings when adding new mailboxes to this Class of Service
and include default message play order, whether to play the time/date stamp of messages, whether to
enable notification, whether User Mode Speech Recognition will be enabled in the mailbox, and whether
to allow the Administrator to reset the mailbox.







Perfect Voice Pinnacle 7
General Description


Pre-Configured Classes of Service
The Perfect Voice Pinnacle system is shipped with several Classes of Service pre-configured. They
include the following:
§ Standard
§ Audio Text Only
§ Limited Messages - No Distribution List
§ Mailbox Only
§ Transfer Only

Company Information
Single or multiple companies with multiple
configurations may be set up on a single Perfect
Voice Pinnacle system. Perfect Voice Pinnacle
allows two or more independent company
greetings so companies that share a telephone
system can also share a voice mail system.
Companies even have the option to integrate
their systems for passing messages to members
of the other company or can use their messaging
systems independently of one another.

Each company may record and schedule up to
four separate company greetings to play
according to the company's business hours. In
addition, an unlimited number of holiday
greetings may also be pre-recorded and
scheduled to play on the appropriate day.


Single Digit Options
"Single Digit Options" is used in conjunction with
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the Company Greetings to allow callers to transfer to
a desired department or individual by dialing only a
single digit (1 through 9). For example, the
company greeting might say, "Good morning, you
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have reached ABC company...for the sales
department press one (1)...for technical support press
two (2)."

Building the Menu
To build the menu, select the desired action from the
"Action" column drop-down list. If the action
requires additional information, the "Parameters for Action" column will turn white. You may also assign
a password to the Single Digit option. To assign a password, click the box in the "Password Enable"
column and enter the password in the "Password" column. When you assign a password, and the caller
presses that particular DTMF, he or she is prompted to enter the password before continuing. The
available actions are listed on the following page.

8 Perfect Voice Pinnacle
General Description


Action
Description
Specify Parameters
Blank or No
This is the default action. Callers may dial mailboxes
None required.
Action
beginning with the lead digit for which this action is
enabled. This feature is the opposite of Block DTMF.
Block DTMF
This action restricts access to the dialplan. Callers may None required.
not dial mailboxes beginning with the lead digit for
which this action is enabled. When selected, the digit
is ignored and the current greeting is repeated. Callers
may not login to mailboxes beginning with a digit that
is blocked.
Direct Message
This action plays the name file of the defined mailbox
Select the mailbox from
followed by the record tone.
the drop-down list.
Quick Messaging This action prompts the caller to enter the mailbox they None required.
wish to send a message to. The caller is placed at the
personal greeting of the selected mailbox. The caller
may listen to the entire greeting before leaving a
message or press the [#] to skip the greeting and go
directly to recording.
Hang Up
This action disconnects callers from the system. The
None required.
system plays the "Thank you for calling, good-bye"
prompt and hangs up.
Send to
This action transfers callers to the Main Greeting of the Select the desired
Company
company specified.
company from list.
Greeting
Send to
This action transfers the caller to directory assistance for None required.
Directory
the current company.
Send to Login
This action transfers the caller to the mailbox login
None required.
prompt. The caller is then prompted for the password.
If the caller press [#] after the mailbox number, he or
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she is placed in messaging mode (quick messaging).
Callers are not allowed to log in to mailboxes beginning
with a lead digit that is blocked in the current Single
Digit Menu.
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Send to Mailbox
This action sends the caller to the defined mailbox and
Select the desired
performs the function programmed within the defined
mailbox number from
mailbox. Select the desired mailbox number from the
the drop-down list.
drop-down list. This action allows you to create
multiple levels by linking mailboxes with Single Digit
Menus.
Send to
This action routes the caller to the Default Operator of
None required.
Operator
the current company.
Send to Personal This action sends the caller to the personal greeting of
Select the mailbox
Greeting
the defined mailbox.
number from the list.






Perfect Voice Pinnacle 9
General Description



Action
Description
Specify Parameters
Transfer Call
The caller is transferred to the defined extension. The
Select the desired
transfer is not supervised. If the specified extension is
mailbox number.
not answered or is busy, the caller is sent to the
transferred mailbox (not returned to the original
mailbox.)


Tenant Services: One Shared Dialplan vs. Multiple, Independent Dialplans
When more than one company is using the Perfect Voice Pinnacle, the companies may either share a
single dialplan or have multiple, independent dialplans. The basic differences between these dialplans are
summarized in the table below.

Multiple, Independent
One Shared Dialplan
Dialplans
("Tenant Services" field unchecked) ("Tenant Services" field checked)
Single Dialplan shared between
Multiple independent dialplans for
Type of Dialplan: companies.
each company.
Messaging Between Messaging between companies
No Messaging between companies.
Companies: allowed.
Duplicate Duplicate mailboxes are not allowed. Duplicate mailboxes are allowed.
mailboxes:
Company Features Company style features at department
Limited Company style features at
at Department level:
department level:
Level:
§ Time of day departmental
§ No time of day greeting
greetings.
changes.
§ Day-Night Default Operator.
§ No Day-Night Default
operator.
Single Digit Independent Single Digit Options.
Independent Single Digit Options.
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Options:

One Shared Dialplan
§ Messaging between companies allowed
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§ Independent Single Digit Options
§ Company style features at the department level
o Time of day departmental greetings
o Day ­ Night Default operator
§ No ability for duplicate mailbox numbers



10 Perfect Voice Pinnacle
General Description

Below is an example of four separate companies using a shared dialplan. Notice that there are no
duplicate mailbox numbers.

Dialplan 1



Company 1
Company 2
Company 3
Company 4

Mailboxes:
Mailboxes:
Mailboxes:
Mailboxes:

200-299
500-599
300-499
600-799

Multiple, Independent Dialplans
These are multiple independent dialplans where duplicate mailboxes may be created in their respective
companies.
§ Duplicate mailboxes allowed
§ No dialplan conflicts between companies
§ No Messaging between companies
§ Independent Single Digit Options
§ Limited Company style features at the department level
o No time of day greetings for a department
o No Day ­ Night Default operator for a department

Below is an example of seven companies using multiple, independent dialplans. Notice that there are
duplicate mailbox numbers.


Dialplans 1-7



Dialplan 1
Dialplan 2
Dialplan 3
Dialplan 4
Dialplan 5
Dialplan 6
Dialplan 7

Company 1
Company 2
Company 3
Company 4
Company 5
Company 6
Company 7
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Mailboxes:
Mailboxes:
Mailboxes:
Mailboxes:
Mailboxes:
Mailboxes:
Mailboxes:
200-299
200-299
200-299
300-499
300-499
100-1499
2000-2499



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Directory Assistance
Callers may access the company directory when they reach the auto attendant by pressing the * key.
The Caller will be prompted to spell out the first or last name of the User. Matching names will be played
in alphabetic order with respect to the User's last name. Voice mail users may also access Directory
Assistance whenever there is a request to enter a user or destination such as forwarding messages, sending
messages, and creating distribution lists.







Perfect Voice Pinnacle 11
General Description


Mailbox
Creating and maintaining user
mailboxes has never been easier.
From one screen, the System
Administrator may create, delete,
and configure user mailboxes. The
System Administrator can enter
information about the user (name,
extension, alternate name spellings),
assign the user to a particular Class
of Service, and set up and/or apply
schedules to Call Blocking, Call
Forwarding, Notification, Single
Digit Menus, Message Forwarding,
Distribution Lists, and Email.
In the "Message Information"
section, the System Administrator
may select the message playback
order and control whether the time and date stamp plays after every message. The settings for maximum
number of messages, maximum message length, and days to keep new messages (all specified in the
Class of Service) are also displayed.
The "Telephone Options" fields control and display the status of the options the User will have when
using the telephone interface. The Allowed column is only informational - it informs you whether or not
the option is enabled in the Class of Service. If "Enabled" is checked, this feature is enabled for the User's
mailbox. Users may enable or disable most of these features from the telephone interface.
The System Administrator may also enter comments about the mailbox by clicking "Show Notes". After
entering comments, the notes field may be hidden by clicking "Hide Notes".


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12 Perfect Voice Pinnacle
General Description

Single Digit Options
The Single Digit Options Setup allows you to
create menus inside a mailbox from which callers
may access options to leave or obtain information.
These options are 0-9, *, and #, as well as a time-
out option that may be defined in the event the
caller does not press a DTMF. These options must
be recorded in the User's personal greeting. The
System Administrator may enable or disable the
User's ability to create Single Digit Menus.


Building the Single Digit Menu
To build the menu, select the desired action from
the "Action" column drop-down list. If the action
requires additional information, the "Parameters
for Action" column will turn white. You may also
assign a password to the Single Digit Option. When the caller presses that particular DTMF, he or she is
prompted to enter the password before continuing. To assign a password, click the box in the "Password
Enable" column and enter the password in the "Password" column.

Action
Description
Specify Parameters
Blank or No
This is the default action. Callers may dial mailboxes
None required.
Action
beginning with the lead digit for which this action is
enabled. This feature is the opposite of Block DTMF.
Block DTMF
This action restricts access to the dialplan. Callers may None required.
not dial mailboxes beginning with the lead digit for
which this action is enabled. When selected, the digit
is ignored and the current greeting is repeated. Callers
may not login to mailboxes beginning with a digit that
is blocked.
Direct Message
This action plays the name file of the defined mailbox
Select the mailbox from
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followed by the record tone.
the drop-down list.
Quick Messaging This action prompts the caller to enter the mailbox they None required.
wish to send a message to. The caller is placed at the
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personal greeting of the selected mailbox. The caller
may listen to the entire greeting before leaving a
message or press the [#] to skip the greeting and go
directly to recording.
Hang Up
This action disconnects callers from the system. The
None required.
system plays the "Thank you for calling, good-bye"
prompt and hangs up.







Perfect Voice Pinnacle 13
General Description


Action
Description
Specify Parameters
Page Mailbox
This action prompts the caller to enter his/her phone
Enter the pager number
number using the telephone keypad. The DTMF digits
(including commas for
that are entered are then sent to the User's
pauses). Do not enter
Alphanumeric pager. NOTE: All incoming voice mail
outside line access code
ports must be set up for conferencing.
(i.e., "9,").
Pre-Paging
This action places the caller on hold and makes an

intercom page announcement. After paging, the caller is
transferred to the User's extension. If the User does not
take the call, the caller is transferred back to the
greeting of the current mailbox.
Send to
This action transfers callers to the Main Greeting of the Select the desired
Company
company specified.
company from list.
Greeting
Send to
This action transfers the caller to directory assistance for
Directory
the current company.
Send to Login
This action transfers the caller to the mailbox login
None required.
prompt. The caller is then prompted for the password.
If the caller press # after the mailbox number, he or she
is placed in messaging mode (quick messaging). Callers
are not allowed to log in to mailboxes beginning with a
lead digit that is blocked in the current Single Digit
Options Menu.
Send to Mailbox
This action sends the caller to the defined mailbox and
Select the desired
performs the function programmed within the defined
mailbox number from
mailbox. Select the desired mailbox number from the
the drop-down list.
drop-down list. This action allows you to create
multiple levels by linking mailboxes with Single Digit
Menus.
Send to
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This action routes the caller to the Default Operator of
None required.
Operator
the current company.
Send to Personal This action transfers the caller to the specified
Select the desired
Assistant
extension. The transfer is supervised. This means that
mailbox number from
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if the specified extension is not answered or is busy, the the drop-down list in


caller is returned to the current mailbox.
the second column.
Send to Personal This action sends the caller to the personal greeting of
Select the mailbox
Greeting
the defined mailbox.
number from the list.
Send to Record
This action sends the caller directly to the record beep to
Tone
begin recording a message in the current mailbox.
Transfer Call
The caller is transferred to the defined extension. The
Select the desired
transfer is not supervised. If the specified extension is
mailbox number.
not answered or is busy, the caller is sent to the
transferred mailbox (not returned to the original
mailbox.)

14 Perfect Voice Pinnacle
General Description


P l a y i n g a n d S e n d i n g M e s s a g e s
Users may listen to messages, send a new message to another User (or a list of Users), forward a message,
and erase messages.

Playing Messages

Message Playback Order Control
Messages may be played to Users in either last-in-first-out (LIFO) or first-in-first-out (FIFO) order. The
System Administrator or the User (via Perfect View) may change the message playback order.

New/Saved Message Classification
When retrieving messages, the User is notified of the number of new and saved messages.

Urgent Message Classification
Urgent messages are played first during message playback. The prompt "urgent message" is heard during
message playback.


Message Playback Fast Forward and Rewind
Message playback works much like a tape recorder. During playback of a message, the User may fast-
forward and rewind within a message by simply pressing a single DTMF digit.

Message Playback Pause
The User may pause message playback by pressing a DTMF digit. Playback is suspended until the User
signals playback to resume by pressing a DTMF digit.

Time/Date and Caller ID Stamp
The User may press a DTMF digit to play the time and date the message was sent and Caller ID
information (if available).

Sending Messages
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Quick Message Send
From the main greeting, a caller may enter a Quick Message code to send a message to a User's mailbox
without ringing the User's extension. After receiving this code, the Perfect Voice Pinnacle system
prompts the caller to enter the User ID. Perfect Voice Pinnacle confirms the selection and prompts the
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caller to begin recording. The System Administrator may configure this code to be something other than
the default.

Single Digit Message Reply
While listening to a message sent or forwarded from another User, the User can press a single DTMF
digit to send a reply. The destination address is automatically set to the User who sent the message.

Message Review and Edit
After recording a message for another User, users may review what has been recorded before sending the
message. The User may re-record the message or append to the existing recording.







Perfect Voice Pinnacle 15
General Description


Message Append
During Message Review, Users are allowed to continue recording from the end of their current recording.
This is useful, for example, if a User decides after reviewing his message that additional information is
required.

Urgent Delivery of Messages
Users can mark a message for urgent delivery. Messages marked as urgent are placed in front of all other
messages in the destination User's mailbox.

Outside Caller Messaging
Bypass Personal Greeting
Upon hearing a User's personal greeting for their mailbox, a caller may "skip" listening to the entire
greeting and immediately record a message for the User by simply pressing a DTMF digit.

Send Urgent
When a caller sends a message, he or she may choose to mark the message as urgent.

Outside Caller Message Review
Message Review enables outside callers to record a message for a User, and then review what has been
recorded before sending the message. The caller may also re-record the message or append to the existing
recording.

N o t i f i c a t i o n o f M e s s a g e s
The flexibility of Perfect Voice Pinnacle's notification feature makes it compatible with almost any type
of telephone system or service. The methods of notification include calling an extension, activating and
deactivating message waiting lamps, via email, calling external telephone numbers, activating stutter
dialtone, and outdialing to digital and analog voice and tone pagers. Each User may have multiple types
of notification. The notification setup for each User designates not only the types of notification but also
the time of day, days of the week and frequency for performing the notification.

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Scheduled Message Notification
The Perfect Voice Pinnacle system allows each User to be notified of new messages. The notification
setup for each User designates not only the types of notification but also the schedule for notification.


16 Perfect Voice Pinnacle
General Description

Notify by Message Light
If the telephone system allows it, the Perfect Voice Pinnacle system can be easily configured to notify
Users of new messages by activating and deactivating message lights on the User's telephones. The
System Administrator configures message light notification in Class of Service.

Notify by Pager
Perfect Voice Pinnacle may be easily configured to notify Users of new messages by activating digital or
analog, tone and voice pagers. As is the case with any notification, the maximum attempts, frequency and
valid schedule for notification may be easily configured.

Notify at Desk with Message Pickup
The Perfect Voice Pinnacle system may notify a User of new messages by ringing the extension number
of the User and, upon detecting an answer, request the password for the User's mailbox. If the correct
password is entered, the User is logged into the system and messages may be retrieved.

Notify Remotely with Message Pickup
The Perfect Voice Pinnacle system may notify a User of new messages by placing a call to an outside
number that may be restricted to local or long distance. If the called number is answered, the answering
party is prompted to enter the password for the mailbox. If a correct password is entered, the User is
logged into the system and messages may be retrieved.

Cascade Notification
Perfect Voice Pinnacle may be programmed for cascade notification to alert users of messages received
by searching for their location. For example, the system may light a message-waiting lamp, and if the
message is not heard within a pre-determined length of time, the system may signal a pager, etc. until the
message is heard.

Notify by E-Mail
The User can be set up to receive an e-mail notification when he or she receives a new voice message.
The actual voice mail message may also be attached to the notification.

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M a i l b o x O p t i o n s
Quick User Setup (User Tutorial)
The first time a new User logs into the system, Perfect Voice Pinnacle prompts the User through a Quick
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Setup of their mailbox. The User is prompted to record his or her name and personal greeting, busy
greeting (if necessary) and to set up their password and listing with Directory Assistance (if allowed by
the System Administrator). The User is allowed to review and confirm the input for each step before
proceeding to the next step. Although the ease of using Quick Setup is ideal for a first time User, it also
offers an efficient alternative for experienced Users to change their mailbox setup. The System
Administrator may require that new users complete the tutorial by setting "Forced Tutorial" in Class of
Service. In addition, the System Administrator may specify whether the tutorial prompts the user to set up
his/her name in directory assistance and/or whether the user will be prompted to record his/her busy
greeting.






Perfect Voice Pinnacle 17
General Description



Mailbox Greetings
Mailbox greetings are the recordings that callers hear when you are unavailable or out of the office. They
include the No-Answer Greeting (plays when you do not answer the telephone), Busy Greeting (plays
when you are on the telephone), Alternate Greeting (plays when activated or scheduled), and the Name
Recording. Mailbox greetings are initially recorded during Quick Setup. You may re-record greetings by
logging into your mailbox and accessing the Record Menu.

Personal Greeting Length Control
The System Administrator may set the maximum length of a User's personal greeting. The recording time
is specified on a per User basis, allowing those Users who need to record a lengthy personal greeting to
do so, while still limiting those Users who do not need a lot of time for their personal greeting.

Professionally-Recorded Names
Perfect Voice Pinnacle is equipped with professionally-recorded name files. When a name is entered in
the User's mailbox, the system searches the file listing for a match. If a match is found, the system plays
these files wherever the name recording is used (transferring calls, overhead paging, etc.). If the User
chooses to record his or her name via Quick Setup or the telephone interface, the personal recording is
used instead.

Call Blocking/Call Blocking Restriction
When a User activates the Call Blocking feature, Perfect Voice Pinnacle does not attempt to transfer calls
to the User's extension. Instead, Perfect Voice Pinnacle processes the call as if the User's extension
number was ring-no-answer. The caller hears the personal greeting for the User and is offered the choice
of leaving a message or entering another extension number, including that of the main operator or a
personal assistant. The System Administrator can restrict each User's ability to enable or disable the Call
Blocking feature.

Scheduled Call Blocking
You may schedule call blocking for a specified date range or for the same range of days every week (for
example, Monday through Wednesday) independent of the date. You may also specify the valid times for
call blocking.
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Pre-Paging/Pre-Paging Restriction
If Pre-Paging is activated, the User is paged before call transfer. When a caller transfers to an extension
that is busy or is not answered the caller is forwarded to the User's mailbox. The System Administrator
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may enable or disable each User's ability to activate Pre-Paging.

Call Forwarding/Call Forwarding Restriction
This feature allows a User to have all calls redirected to another extension. If the call is not answered by
the forwarding extension, it is forwarded to the forwarded extension's mailbox. You enter the forwarding
extension on the User's mailbox screen. The System Administrator may enable or disable each User's
ability to forward calls.

Scheduled Call Forwarding
You may schedule call forwarding for a specified date range or for the same range of days every week
(for example, Monday through Wednesday) independent of the date. You may also specify the valid times
for call forwarding.

18 Perfect Voice Pinnacle
General Description


Message Forwarding/Message Forwarding Restriction
This feature allows a User to forward a message from his or her mailbox to another User's mailbox or
distribution list. Messages may be forwarded from any mailbox, a specific mailbox, or a specific Caller
ID. The User may forward only the messages marked as urgent. They also have the option to delete the
message from their voice mailbox after it is forwarded. The System Administrator may enable or disable
each User's ability to forward messages to other mailboxes.

Manual Message Forwarding
Listening to messages manually forwarded from another mailbox is different from messages originally
sent from a mailbox. The manually forwarded message plays the prefix "Forward From" then Mailbox
Name (or number if no name), followed by the message. This indicates to the recipient that this message
was not originally sent or left from an outside caller. This indicates to the recipient that the message was
in the sender's mailbox for an undetermined amount of time before being forwarded. This is especially
helpful if the person forwards the message from their desktop using Perfect View where there is no ability
to record a prefix.
§ The time/date stamp changes slightly from an originally recorded message. Rather than hearing
"From...", the recipient hears "Forward From".
o The message is time/date stamped on delivery (when it was forwarded) to the recipient.
o Time/Stamp example: "Forward From / Fred Smith / November Twenty-Fourth / at /
three fifteen P.M."

Automatic Message Forwarding
Listening to messages automatically forwarded is different from messages manually forwarded. The auto
forwarded message plays the pre-fix "Auto Forward From" then Mailbox Name (or number if no name),
followed by the message. This indicates to the recipient that this message was not manually forwarded or
left from an outside caller. This helps to categorize the message.
§ The time/date stamp changes slightly from an originally recorded or manually forwarded
message. Rather than hearing "From..." , the recipient hears "Auto Forward From".
o The message is time/date stamped on delivery (when it was forwarded) to the recipient.
This is consistent with manual forwarding.
o Time Stamp (envelope) example: Auto Forward From / Fred Smith / November Twenty
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Fourth / at / three fifteen P.M.
Only NEW messages are forwarded: For example, if you are set up to have messages forwarded after two
hours and you save a message after one hour, the message is no longer queued for delivery. Saved
messages are not forwarded.
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Message Pooling
Message Pooling allows a User, who may be maintaining multiple mailboxes, to retrieve all messages
from one mailbox. To implement Message Pooling, the User should be set up for Message Forwarding
(either from Perfect View or the Administration interface) and the message should be deleted after it is
forwarded.

Message Carbon Copy
With Message Carbon Copy, a copy of messages received by a User is automatically sent to another User.
To set up Message Carbon Copy, the User should be set up for Automatic Message Forwarding (from
Perfect View or the Administration interface) without deleting the message.







Perfect Voice Pinnacle 19
General Description


Scheduled Message Forwarding
When a new message is received that meets the criteria for forwarding, it may be set up to forward after a
certain amount of time has elapsed.


Distribution Lists
The Perfect Voice Pinnacle system allows you to create public and personal distribution lists that enable a
User to send or forward messages to all Users on the list. Users maintain their personal lists. The System
Administrator may maintain both public and personal distribution lists through the administration
interface.

Public Distribution Lists
The System Administrator may define public distribution lists to make it easy for Users to send or
forward a message to a group of Users. For example, a public or broadcast list may be set up to contain
all Users in the Sales department. The System Administrator creates a new mailbox, builds a distribution
list (that includes all Users in the Sales department) and sets up the mailbox to automatically forward
messages to that distribution list. Users may then send or forward a message to that mailbox, knowing
that the message will be delivered to everyone in the Sales department. The Systems Administrator
maintains the list, tracking any personnel changes, making it unnecessary for individuals to track those
changes.

Personal Distribution Lists
Each User has up to ten private distribution lists containing other mailboxes. These distribution lists
allow a User to send or forward messages to all Users on the list. There is no limit to the number of Users
on a particular distribution list. Each User maintains his or her lists through the telephone interface or
optional Perfect View from which list members may be added, removed, and reviewed. The System
Administrator may also access a User's personal distribution list.

Unlimited Distribution List Members
The number of allowed list members for a private or public distribution list is only limited by the
number of mailboxes on the Perfect Voice Pinnacle system.

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20 Perfect Voice Pinnacle
General Description

M a i l b o x M a n a g e m e n t v i a t h e T e l e p h o n e I n t e r f a c e
The User has a number of options available to them through the handset (Figure 2).

Handset Functionality
Some of the settings that can be controlled directly through the handset include:
'
Playing of messages with options to:
§ Save the message
§ Play time and date of message just heard
§ Delete the message
§ Fast-forward
§ Reply to the message
§ Forward a copy of the message to either 1 person, several people, or to a pre-set distribution
list.
'
Classifying messages as normal or urgent before sending
'
Listening to message time and date and Caller ID (if applicable)
'
Controlling of message playback (rewind, pause, fast-forward, and skip the message).

Inside the mailbox, you also have the option of:
'
Recording personal greetings; these greetings include a:
§ No-Answer greeting
§ Busy greeting
§ Alternate greeting
§ Name recording
'
Maintaining up to 10 notification schedules to allow notification of messages through a pager or
telephone in your office, home, or car
'
Maintaining distribution lists

Transfer options such as Call Blocking, Pre-Paging, and Call Forwarding can be changed. Mailbox
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passwords can be changed.

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Perfect Voice Pinnacle 21
General Description


Telephone Menu Options
When you access your mailbox, voice prompts guide you through available options. These options are
categorized into different menus and submenus that may be accessed using the telephone keypad. Below
are some of the available menus. Refer to the "Perfect Voice Pinnacle User Guide" for a more detailed
description of these menu options and additional submenus.




Main Menu
Message Menu
Record Menu
1 Listen to New Messages
q Save Message
q Create/Review No-Answer Greeting
w Listen to Saved Messages w Replay Message
w Create/Review Busy Greeting
e Hear Time/Date/Caller ID
e Create/Review/Schedule Alternate
e Send a New Message
r Erase Message
Greeting
r Mailbox Options
t Forward Message
r Create/Review Name Recording
t Set Alternate Greetings
y Reply to Message
y Change Call Blocking
u Undelete Message
* Return to Main Menu

i Quick Setup
Call Transfer Menu
p Return to Auto Attendant
q Change Call Blocking
p Return to Auto Attendant
# Skip to Next Message
e Change Pre-Paging


y Change Call Forwarding


Mailbox Options Menu



q Record Greetings



w Change Notification


e Call Transfer Options


t Distribution List Maintenance
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o Change Password

* Return to Main Menu

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p Return to Auto Attendant


Figure 2: Voice Mail Processing Flowchart

Tutorial
When you first enter your mailbox, you are greeted with a tutorial. This tutorial welcomes you and assists
you in recording the mailbox greetings. The tutorial also prompts you for a new password. Additionally,
the system administrator may select an option that requires a User to complete the tutorial before being
permitted to pick up messages. If completion of the tutorial is required, the system administrator may
specify whether the User will be prompted to create his/her name for the company directory and/or record
his/her busy greeting during the Quick Setup tutorial.

22 Perfect Voice Pinnacle
General Description

V i s u a l M e s s a g e M a n a g e m e n t w i t h P e r f e c t V i e w
Perfect View is an optional feature that gives you mailbox control at your desktop or mobile PC through a
simple, easy-to-use, web browser interface. There is no need to load additional software to run Perfect
View -- You only need Microsoft's Internet Explorer, version 5.5 or above. This optional feature is
licensed as concurrent connections, allowing many users to share a limited number of licenses (it is not
restricted to specific mailboxes only). Perfect View facilitates the maintenance of real-time changes to
your mailbox, as well as provides full message-handling capabilities, right at your desktop. When you
save or delete messages using Perfect View, these changes will be active when you access the telephone
user interface. For example, if you empty the new messages folder using Perfect View, your message
waiting light will be turned off. You can listen to messages, save, delete, and forward messages, set up
notification schedules, distribution lists, and Single Digit Menus, and much more without ever touching
the telephone.

After you have successfully logged into your mailbox, the main menu appears. By default, the message
menu is the active menu. Available menus are:
§ Messages Menu: The messages menu allows you to listen to and manage your messages. You
may move messages to other folders other than their current folder, such as new, saved, or
deleted. You may forward messages to distribution lists or other valid mailboxes. When you
forward a message to another user, a prefix including your name prompt or mailbox number plays
before the forwarded message.
§ Mailbox Settings Menu: The Mailbox Settings menu allows you to manage call blocking, call
forwarding, alternate greetings, notification, email settings, distribution lists, Single Digit Menus,
and general settings such as transfer paging, directory assistance, message playback order, and
playing the time and date stamp of messages.
§ Administrator Menu: The Administrator menu is available only to users that have
administrative rights. The administrator may reset mailboxes and/or mailbox passwords.

Manage Messages from Perfect View
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Viewing Messages
Click on New, Saved, or Deleted to view the desired messages. Urgent messages appear red with an
exclamation mark to the left of the checkbox. The "Message File" column lists the names of your
message files. The filename is a link to the actual file. The "Caller ID" of the message is displayed in the
next column. If the Caller ID is not available, then "Unknown" will appear under the Caller ID column.
The date and time that the message was delivered to your mailbox appears in the "Time Stamp" column.
The "Time (Sec.)" column displays the length of the message in seconds.







Perfect Voice Pinnacle 23
General Description


Playing Messages
Click on a message to play it via the sound card in your PC. The message is played via your personal
computer's default multimedia player (i.e. Windows Media Player, RealPlayer, etc.)

Saving or Deleting Messages
To save messages:
§ Click the "Save" icon (diskette) to the left of the message to move the message(s) to the Saved
folder. To view saved messages, click the Saved button.
To delete messages:
§ Click the "Delete" icon (trashcan) to the left of the message to move the message(s) to the
Deleted folder. To view deleted messages, click the Deleted button.
.
When you save or delete messages using Perfect View, these changes will be active when you access the
telephone user interface. For example, if you empty the new messages folder using Perfect View, your
message waiting light will be turned off.

Forwarding Messages
§ Click the "Forward" icon (arrow) to the left of the message to forward the message to another
mailbox or distribution list.



§ Select Recipients (Mailboxes or Distribution List). You may mark the message urgent before
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sending.
§ Click Send Message.


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24 Perfect Voice Pinnacle
General Description

Manage Mailbox Settings from Perfect View


The Mailbox Settings menu allows you to do the following:
§ (Information) ­ Allows you to view general information about your mailbox.
§ General Settings - Allows you to enable pre-paging, register with directory assistance, select
message playback order, and choose to have the date and time stamp play along with every
message.
§ Call Blocking - Allows you to activate and schedule call blocking.
§ Call Forwarding - Allows you to activate and schedule call forwarding.
§ Message Forwarding - Allows you to schedule message forwarding.
§ Alternate Greeting - Allows you to schedule your alternate greeting.
§ Notification - Allows you to manage your notification records and schedule them.
§ Email - Allows you to manage your email accounts and settings.
§ Distribution List - Allows you to manage distribution lists.

§ Single Digit Menu - Allows you to create menus inside your mailbox.

Information
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From the General Information menu, you may view settings for your mailbox including maximum
messages allowed, number of days new messages stay in your mailbox before being deleted, maximum
greeting length, maximum message length, and the number of days saved messages stay in your mailbox
before being deleted. These values are set in your Class of Service and cannot be changed from Perfect
View.






Perfect Voice Pinnacle 25
General Description


General Settings


From the General Settings menu, you may enable Pre-Paging, choose to have the date and time stamp
play along with every message, list your name in directory assistance, and select message playback order.

Call Blocking


Call Blocking allows you to send callers directly into your mailbox without ringing your extension. It is
only available when calls are transferred from the auto attendant. You may also specify what time and
what days or dates you want call blocking activated by setting up and enabling a schedule from Perfect
View. You may schedule call blocking "by Date" (for a specified date range) or "by Day" (for the same
range of days every week, independent of date).

Call Forwarding
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?


Call Forwarding allows you to redirect calls to another extension. If the call is not answered by the
forwarding extension, it is forwarded to the forwarded extension's mailbox. You may specify when you
want your calls forwarded by applying a schedule to call forwarding. You may schedule call forwarding
"by Date" (for a specified date range) or "by Day" (for the same range of days every week, independent of
date).

26 Perfect Voice Pinnacle
General Description


Message Forwarding


Message Forwarding allows you to forward a message from your mailbox to another User's
mailbox or distribution list. Messages may be forwarded from any mailbox, a specific mailbox,
or a specific Caller ID. You may forward only the messages marked as urgent. You also have the
option to delete the message from your voice mailbox after it is forwarded.


Alternate Greeting


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Perfect View allows you to schedule the dates and times you want your Alternate Greeting to play to
callers. You may also enable Call Blocking during the time your Alternate Greeting is active. When the
schedule is no longer valid, your regular mailbox greetings will automatically play to callers, and Call
Blocking will be turned off. You may record the Alternate Greeting for your mailbox from the telephone
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interface.







Perfect Voice Pinnacle 27
General Description


Notification Settings


You may manage your own Notification records and schedules from Perfect View. When a message is
left in your mailbox, Perfect Voice Pinnacle can call your pager, telephone, or extension to notify you of
the new message. You may apply a schedule to specify the valid times for notification. You may also
specify the number of times you want the system to call you before moving to the next notification
record. You may create up to 10 notification schedules (0-9) for your mailbox.

E-Mail Settings
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Perfect Voice Pinnacle may be set up to notify you via e-mail when you receive a new voice mail
message. It can send the email with or without the voicemail attached as a .wav file.
From Perfect View, you may control your Email Notification:
§ Receive no email notification
§ Receive an email that includes text only (no message file attached)
§ Receive an email that includes the actual voice message
§ Receive an email that includes the actual voice message and delete the corresponding message
from your voice mailbox.
In addition, the optional Unified Messaging Synchronization feature allows you to synchronize one of
your email accounts. You may enter the email addresses of up to four accounts, the POP3 server names
for the accounts, and the login names and passwords of the accounts. The "Synchronize Type" option
allows the use of Polling or Read Receipts. Once an email is sent to the email box a copy of the voice
message exists in two places, the voice mailbox and the email box. When you log into your voice

28 Perfect Voice Pinnacle
General Description

mailbox and delete a message the corresponding message is also deleted from the email box. When you
log into your email box and delete an email with an attached voice message, the corresponding message is
deleted from your voice mailbox.


Distribution Lists


From Perfect View, you may view, create, and edit specific distribution lists. You may create up to 10
distribution lists (0-9).

Single Digit Menu
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?


The Single Digit Menu allows Users to create customized menus inside a mailbox from which callers may
access options to leave or obtain information. These options are 0-9, and * as well as a time-out option
that may be defined in the event the caller does not press a DTMF. You may also assign a password to
the DTMF option. When you assign a password, and the caller presses that particular DTMF, he or she is
prompted to enter the password before continuing. These options should be recorded in the User's
personal greeting.






Perfect Voice Pinnacle 29
General Description



Administrator Options


From Perfect View, the System Administrator may reset mailboxes and/or mailbox passwords. The Reset
a Mailbox feature will reset the users password, delete all greetings and messages, and put the mailbox
back into a state of entering quick setup at the next login. The Administrator may also reset a mailbox
password only.

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30 Perfect Voice Pinnacle
General Description

U n i f i e d M e s s a g i n g
You can receive both your voice mail messages and e-mail messages in the same e-mail inbox. You may
be set up to only receive an e-mail notification when you receive a new voice message if you do not wish
to have the actual voice mail message attached to the e-mail message.

E-Mail Notification/ E-Mail Notification With Voice Message File Attached
Perfect Voice Pinnacle may be set up to notify you via e-mail when you receive a new voice mail
message. It can send the email with or without the voicemail attached as a .wav file.

Send and Delete
The system may be set up to delete the message from the voice mailbox after successful transmission of
the message to the e-mail box.

Unified Messaging Synchronization Option
In addition, Perfect Voice Pinnacle provides optional synchronization of voice mail messages with your
e-mail box. Once an e-mail is sent to the e-mail box a copy of the voice message exists in two places, the
voice mailbox and the e-mail box. With Unified Messaging Synchronization, when the message is
deleted in the voice mailbox, the corresponding message will be deleted in the email box. In addition,
when the message is deleted from the email box, the corresponding voice mail message will be deleted.
All synchronization applies only to new messages. It does not affect saved messages. There are two
methods for implementing Unified Messaging Synchronization - Polling and Read Receipts.

Polling
With the Polling method of Unified Messaging Synchronization, the voice mail system sends an e-mail
message with the voice mail attached to the user's e-mail box. First the system checks (polls) to see that
the message arrived in the email box. After the e-mail is marked as received, the system will poll to see if
the message is deleted from the e-mail box. If the message is deleted from the e-mail box, the
corresponding voice mail will be deleted from the voice mailbox and the message waiting lights will be
updated. From the Administration interface, the System Administrator sets how often the voice mail
system polls for existence of the message and deletion of the message.

Read Receipts
With the Read Receipts method of Unified Messaging Synchronization, the voice mail system sends out
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the email with the voice message file attached. If enabled to send read receipts, the user's email client
will send an email message back to the voice mail server instructing the server that the message has been
read. The voice mail system receives this message in its POP3 mailbox. The corresponding voice mail
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message is then deleted from the user's voice mailbox. The message remains in the user's email box.

Control E-Mail Settings from Perfect View
From Perfect View, Perfect Voice Pinnacle's desktop interface, you may control your email notification,
whether the message will send and delete, what method the system will use to synchronize, the email
addresses of up to four accounts, the POP3 server names for the accounts, and the login names and
passwords of the accounts. You may enable Unified Messaging Synchronization for only one account.







Perfect Voice Pinnacle 31
General Description


S y s t e m A d m i n i s t r a t i o n
Perfect Voice Pinnacle provides simple system administration from a series of easy-to-follow menu
listings; including visually setting up new users and changing or activating greetings as desired. The user-
friendly system administration helps sets Perfect Voice Pinnacle apart from all other Unified Messaging
systems.

User-Friendly System Administration
System Administration duties may be easily performed through the use of simple screens and pull-down
menu options. Non-technical individuals may perform this role with comfort.

Multi-Level Administration
Perfect Voice Pinnacle offers multiple levels of control and access to the Administration interface. Each
access level has its own password. Anyone with access at a given level can change the password for that
level. In general, lower numbered access levels offer less control and higher numbered access levels offer
more control.

Context Sensitive Help
When editing records in Perfect Voice Pinnacle's menu-driven administration interface, field-specific
help is provided.

Quick User Setup With Range Copy and Class of Service Settings
With Range Copy, the System Administrator may create additional database records on the Perfect Voice
Pinnacle system with one simple command. The system automatically copies from one template record to
a range of additional records. A Class of Service defines features and functions for mailboxes assigned to
a specific Class of Service. Settings include recording limits, message expiration, notification, transfer
options, mailbox options, speech recognition, and mailbox creation options. The System Administrator
may also copy Classes of Service.

Message Length Control
The System Administrator may limit the maximum length of recorded messages for a User. Message
length may be controlled on a per User basis for both outside caller messaging and internal User-to-User
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messaging.

Remote Administration
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Using the built-in remote access communications package that includes modem and software, Perfect
Voice Pinnacle may be administered remotely by dialing in with PC Anywhere. Multi-site facilities often
set up remote administration between the Perfect Voice Pinnacle system and the System Administrator's
office. This allows the System Administrator to perform administrative and maintenance tasks from his
or her desk.

Administration via the telephone
Voicemail systems are often installed in remote and/or hard to get to locations in a building. In addition
to the keyboard and administration interface, System Administration may be performed via the telephone.
From the telephone, System Administrators may change the system time and date, record company
greetings, and reset mailboxes or mailbox passwords.


32 Perfect Voice Pinnacle
General Description

Reports
Reports of user and system activity may be created on demand.

Remote Upload/Download
Files and programs may be uploaded or downloaded at anytime while the system is on-line. This function
may be performed without taking the system out of service.

Real-Time Display of Port Activity
Real-time display provides a quick and efficient way to see what is happening on the system and provide
the information to troubleshoot a problem in one centralized location while it is happening. This feature
is widely used by technicians in the field as well as technical support, field sales engineers, and product
managers. The real time display screen provides information as it happens such as the voice mail state,
voice mail action, board event, and serial interface (SMDI) levels. All channels are refreshed and the
activity is visible to the user as it happens.

Detailed Diagnostics
The Perfect Voice Pinnacle system has a variety of on-line trace diagnostics. These can be displayed in
real time or logged to a file for later reference.

I n s t a l l a t i o n S e t u p W i z a r d
Perfect Voice Pinnacle is easy to install and easy to configure. When installing, the Setup Wizard walks
the Installer through the following:
§ Setting up Company Information
§ Selecting Telephone System and specifying parameters
§ Setting up Classes of Service
§ Creating and editing mailboxes
§ Setting up the E-mail server

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The Setup Wizard can be accessed at any time to make changes to any of the settings listed above. Using
the Wizard ensures that changes are made accurately, quickly, and easily. If you exit the Setup Wizard
before you complete all five steps, the system stores the last step you completed. The next time you
access the Wizard from the main menu, the next step is "active". For example, if you complete steps one
through three and quit the Wizard, the next time you access the Wizard, the fourth step "Mailboxes" is
active.







Perfect Voice Pinnacle 33
General Description


Security
The capability of accessing voice messages is a powerful feature that extends the User's reach to
information when they are away from the office or a desktop PC. This privilege is not without its
responsibilities. Today's voice messaging systems provide security for voice messages in various ways.
§ Mailboxes require a subscriber mailbox number and are protected by a numeric password. The
increased complexity of the password allows for increased security.
§ The e-mail User must have a computer, appropriate e-mail client software and access to the
message store. Network and e-mail access is generally protected with alphanumeric usernames
and passwords of comparable or greater length.

I n t e g r a t i o n
Integration enhances the level of communication between Perfect Voice Pinnacle and the telephone
system and results in more efficient use of both systems. Callers and Users of an integrated voice
messaging system find it easier to use and more intuitive than non-integrated systems.

In an integrated configuration, the telephone system is programmed to be "aware" that a voice messaging
system is connected to it. As far as the telephone system is concerned, the Perfect Voice Pinnacle
extensions are no longer single-line analog stations but voice processing ports. Calls directed to Perfect
Voice Pinnacle are accompanied by information from the telephone system about the source and status of
the call. For example, this information may tell Perfect Voice Pinnacle that the call was forwarded from a
ring-no-answer extension as well as from what extension it was forwarded. This allows Perfect Voice
Pinnacle to play the appropriate prompt or personal greeting to the caller. Another advantage of voice
messaging integration with some telephone systems is apparent when a User calls Perfect Voice Pinnacle
from his or her desk. The telephone system provides Perfect Voice Pinnacle with information about the
calling party's extension number and the fact that it is a direct call. Typically, Perfect Voice Pinnacle is
programmed to immediately prompt the User for his or her password since the caller most likely wants to
enter User mode.

There are a variety of methods for integrating telephone systems with Perfect Voice Pinnacle. Some
telephone systems offer no integration at all while others offer only minimal information. The two most
common methods of integration include in-band signaling (IBS) and out-of-band signaling (OBS). The
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most common format of OBS signaling is Simple Message Desk Interface (SMDI). Perfect Voice
Pinnacle supports inband and serial integration. Inband integration is supported using Dialogic Voice
Cards.

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Inband Signaling (IBS) Integration
Many telephone systems provide information to the Perfect Voice Pinnacle system through the use of
Inband Signaling (IBS). Telephone systems configured for IBS provide information about the call by
sending DTMF digits to the Perfect Voice Pinnacle system. The DTMF digits may identify the source of
the call (i.e., direct from a CO or internal extension, forwarded, etc.) as well as the circumstances under
which the call was sent to the Perfect Voice Pinnacle system (i.e., forwarded busy, forwarded ring-no-
answer, etc.). Using this information, the Perfect Voice Pinnacle system processes the call in the
appropriate manner.

Station-Only IBS Integration
Station-Only IBS integration is similar to the more conventional IBS in that the call information comes in
the form of sequences of DTMF digits. However, unlike conventional IBS, station-only IBS only offers

34 Perfect Voice Pinnacle
General Description

the extension number of the station from which the call was forwarded. No information as to the state of
the called party's extension is sent to Perfect Voice Pinnacle (i.e., busy, no-answer, etc.)

Direct SMDI Integration for NEC and Toshiba
Perfect Voice Pinnacle supports a direct integration link providing enhanced functionality for the NEC
and Toshiba telephone systems. NEC and Toshiba telephone systems do not require the use of a protocol
converter for SMDI integration.

Easily Update Telephone System Database
To update telephone system parameters, you only have to click an import button from the Administration
interface.


E x p a n d a b i l i t y
Teleco's Perfect Voice Pinnacle is a great choice for any sized business wanting a Windows 2000-based
voice processing system. It is available in 4 to 32 port turnkey systems. Perfect Voice Pinnacle has a
minimum capacity of 345 hours of storage, which may be increased depending on the size of the hard
drive.

C o n c l u s i o n
Perfect Voice Pinnacle will prove to be the ideal solution for the call handling and voice messaging
management challenge that companies today are facing. Make Perfect Voice Pinnacle your call control
and voice messaging solution. The benefits are unsurpassed. Perfect Voice Pinnacle can be easily
customized to meet the needs of any business.

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