BELGACOM Forum 5000 User manual

Belgacom Forum™ 500
and Forum™ 5000
Voice-Mail System
Forum Voicemail
User Guide

Welcome to Belgacom
Thank you for choosing a Belgacom product that stands for the
best in quality matched with high design standards.
Forum Voicemail
The following operating instructions will assist you in using your
Forum Voicemail and answer most of the questions that may
arise. If you need any extra information or support, the first peo-
ple to ask are your system administrator or retailer.
Internet:
www.belgacom.be/pabx
You can contact our Support on the following telephone numbers:
in Dutch: 0800 22 400
in French: 0800 33 400
in German: 0800 44 400
in English: 0800 55 400
Forum™ 5000 and Forum™ 500
This user guide applies to the Forum™ 5000 and Forum™ 500
product families. The Forum™ 500 product family comprises the
Forum™ 523/524, Forum™ 525/526 and Forum™ 550/560 com-
munications systems. The Forum™ 5050 communications system
belongs to the Forum™ 5000 product family.
If individual features differ on the systems, a reference is made in
this user guide.
We hope you enjoy using Forum Voicemail.

1
Contents
Forum Voicemail 5
Features 7
Scope of Features 7
zCall Number of Forum Voicemail. . . . . . . . . . . . . . . . . . . . . 7
zThe Voice Menu: User Guidance . . . . . . . . . . . . . . . . . . . . . 7
zCall Number and Time Stamp . . . . . . . . . . . . . . . . . . . . . . 8
zWelcoming and Closing Texts . . . . . . . . . . . . . . . . . . . . . . . 8
zCustomised Prompt Texts . . . . . . . . . . . . . . . . . . . . . . . . . 8
zCourtesy Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
zNotification of Incoming Messages . . . . . . . . . . . . . . . . . . . 9
zE-mail Notification of Incoming Messages . . . . . . . . . . . . . . 9
zNotification Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
zSecretarial Function . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
zForwarding to the Voicebox Secretary . . . . . . . . . . . . . . . . 10
zForward Message with Comment . . . . . . . . . . . . . . . . . . . 10
zRemote Access and Remote Control . . . . . . . . . . . . . . . . . 10
Operating Functions 11
zPIN-protected Voicebox. . . . . . . . . . . . . . . . . . . . . . . . . . 11
zCall Forwarding to Voicebox . . . . . . . . . . . . . . . . . . . . . . . 11
zActivating/Deactivating Your Voicebox. . . . . . . . . . . . . . . . 11
zCall Number and Time Stamp On/Off . . . . . . . . . . . . . . . . 12
zWelcoming and Closing Texts . . . . . . . . . . . . . . . . . . . . . . 12
zListening to, Repeating and Deleting Messages . . . . . . . . . 12
zScrolling Between Messages . . . . . . . . . . . . . . . . . . . . . . 12
zPauses During Playback, Fast-forwarding and Rewinding . . . 13
zCalling a Caller Back . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
zForwarding a Message . . . . . . . . . . . . . . . . . . . . . . . . . . 13
zChange Voicebox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
zLeaving a Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
zSetting a Notification Call . . . . . . . . . . . . . . . . . . . . . . . . 14
zUsing Forum Voicemail from a Remote Terminal . . . . . . . . . 14

2
Scope of Delivery 15
Configuration and Administration 17
Using Forum Voicemail 20
Preset Functions 20
Setting Functions … 21
z… on the Terminal. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
z… via the Forum CTI Application . . . . . . . . . . . . . . . . . . . . 23
Calling Your Voicebox from an Internal Terminal 24
Signalling of New Messages 26
z… on the Forum Phone [phone] and Forum
Phone 520/530 System Telephones . . . . . . . . . . . . . . . . . 26
z… on the Forum Phone 510 . . . . . . . . . . . . . . . . . . . . . . . 26
z… on the Forum Free 565 and Forum Free 575
System Terminals. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
z… in the Forum CTI Application. . . . . . . . . . . . . . . . . . . . . 26
z… on Standard Terminals . . . . . . . . . . . . . . . . . . . . . . . . . 26
Accessing and Editing Messages 27
z… on the Forum Phone [phone] and Forum
Phone 520/530 System Telephones . . . . . . . . . . . . . . . . . 27
z… on the Forum Free 565 and Forum Free 575
System Terminals. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
z… in the Forum CTI Application. . . . . . . . . . . . . . . . . . . . . 29
z… on Standard Terminals . . . . . . . . . . . . . . . . . . . . . . . . . 29
Calling Your Voicebox from a Remote Terminal 29
Programming a Function Key 30
The “Voicebox” MenuCard 31
The Voice Menu of Forum Voicemail 32
zMenu “1 New messages” . . . . . . . . . . . . . . . . . . . . . . . . . 32
zMenu “2 Existing messages” . . . . . . . . . . . . . . . . . . . . . . 33
zMenu “3 Central settings” . . . . . . . . . . . . . . . . . . . . . . . . 34
zMenu “4 Central welcoming texts” . . . . . . . . . . . . . . . . . . 37
zMenu “5 Changing a voicebox” . . . . . . . . . . . . . . . . . . . . . 37
zMenu “6 Recording and sending a message” . . . . . . . . . . . 37

3
Appendix 38
Environmental Information 38
Technical Data 39
Overview: Voice Menu 41
Technical support for your
Forum® telephone exchange 43

4

5
Forum Voicemail
Forum Voicemail
The Forum Voicemail programme package is the intelligent
voice-mail system of the Forum 500 / Forum 5000 communica-
tions systems. It adds a digital voice-memory and voice-infor-
mation system to the Forum 500 / Forum 5000. Thanks to its
enhanced features and simple operation, it can be used to effec-
tively improve your internal and external voice communications.
The Forum Voicemail programme provides you with an
additional tool. It enables you to administer voiceboxes and
access and process messages from them. You can use this tool not
only as your personal call memory and task service but also as an
electronic notebook, message centre and information distributor.
The voice-mail system is integrated into the communications sys-
tem and allows you to work both on standard terminals (standard
analogue telephones, ISDN telephones, cordless GAP telephones)
and on the Forum 500 / Forum 5000’s system terminals. Mes-
sages received from voiceboxes are displayed on system terminals
and in the Forum CTI application of the communications system.
The voice menus of the Forum Voicemail programme guide you
through its operation step by step. On system terminals, certain
features – such as playback and message deletion – are addition-
ally supported by displays, and enhanced menu cards allow you to
operate these functions faster and more easily.
In order to use the Forum Voicemail programme, you need an
appropriate licence.
This user guide describes the Forum Voicemail programme
as an optional component of the Forum 500 / Forum 5000. It is
designed for users as well as system administrators.
Your Belgacom agent will configure the Forum Voice programme
package and load the necessary voice software into the system.
Please consult your agent if you require additional information or
modifications to your Forum Voicemail installation.
The individual chapters contain background information and con-
crete operating instructions which will help you to work with the
Forum Voicemail programme.

6
Forum Voicemail
The graphic overview of the voice menus in the appendix to this
user guide provides you with a summary of their available
functions. It can also be separately printed out for use where
necessary.
Note: This user guide describes the features and functions
required for the operation of the Forum Voicemail programme.
It thus complements the user guides for the communications sys-
tem (“Mounting and Commissioning” (Forum 523/524,
Forum 525/526, Forum 550/560) resp. “Commissioning and Main-
tenance” (Forum 5050)), corded and cordless system telephones
used on the Forum 500 / Forum 5000 and standard terminals,
which provide you with detailed information on general operation
and the functions of your communications system and your termi-
nals.

Scope of Features 7
Features
Features
An intelligent voicebox system provides users with enhanced,
easy-to-operate voice-mail functions. The same operating proce-
dures can be used with the Forum Voicemail programme on
corded and cordless system terminals and on standard DTMF
(dual-tone multifrequency) terminals.
Most features provided by the Forum Voicemail programme can
be set directly on the terminals without the aid of a PC. The con-
figuration and administration of the programme are supported
using the Forum 500 / Forum 5000’s Web console and are
explained in detail in the online help documentation.
Scope of Features
Call Number of Forum Voicemail
Forum Voicemail is accessed via an internal or external call.
Your system administrator configures an appropriate subscriber
call number in the Forum 500 / Forum 5000 and gives it to the
subscribers who have their own voicebox. After users dial this
number, they are guided through further operation by post-dial-
ling digits according to the voice prompts.
The Voice Menu: User Guidance
Internal and external users are guided acoustically through opera-
tion by prompt texts. The prompts are tailored to the current user
– one who has a voicebox or any other caller connected to a
voicebox – and to the situation at hand.
Depending on the type of system terminals used and the features
they are equipped with, information regarding important features
– such as playback or message deletion – is also indicated by the
LEDs and on the display and/or by corresponding icons. On such
devices, menus which have been specially integrated and
expanded for Forum Voicemail can be used instead of the
number keypad to activate features. Code-number procedures

Scope of Features8
Features
can be executed on the Forum Voicemail at all times by post-
dialling digits – immediately after dialling the call number and
before or during prompt texts.
Call Number and Time Stamp
All incoming messages in the voicebox are automatically stamped
with their date and time of arrival. The caller’s call number – if
transmitted – is also recorded. The call number and the time
stamp can be played back when you listen to messages; on sys-
tem terminals they can also be displayed.
Welcoming and Closing Texts
Forum Voicemail comes with standard texts. All voicebox own-
ers can also record personal texts for welcoming and saying good-
bye to callers.
Customised Prompt Texts
Users of a voicebox can edit (i.e. record, play, correct or delete)
their personal prompt texts for Forum Voicemail on any tele-
phone or via the Forum CTI application. These texts can also be
stored via the Forum CTI application.
Courtesy Service
Forum Voicemail supports the Courtesy Service feature for
configured user groups as well as for the external call numbers of
the multi-terminal and system connection. Every caller hears the
central welcoming text assigned to the user group or call number
after a specified number of rings. This text could be a current
advertisement, for example. Then he hears a ring tone again or
music on hold until he is connected to the destination.
Users with appropriate authorisation can edit up to eight central
welcoming texts for Forum Voicemail. The Courtesy Service
function in conjunction with a voicebox can be practical if a desti-
nation in the Forum 500 / Forum 5000 is configured as an
enquiry station with a queue in which each caller can be lined
up.

Scope of Features 9
Features
Depending on the number of calls in the queue and on how long
the waiting time is, a caller will subsequently be put through to
the voicebox connected to the destination. Each owner of a voice-
box can configure this in Call forwarding after Time.
Notification of Incoming Messages
The arrival of new voicebox messages will be signalled on a
terminal either acoustically or optically (MWI: “Message Waiting
Indication”).
Users of system telephones, e.g. a Forum Phone 525 are
notified via an LED and the display.
On cordless system terminals, e.g. a Forum Free 565 and in the
Forum CTI application, new incoming messages are indicated by
special icons.
On standard terminals without a message LED, the arrival of
new voicebox messages is signalled acoustically. User hear a
special dialling tone instead of the normal dialling tone when the
handset is lifted.
The arrival of voicebox messages on ISDN telephones is also
supported by the service feature MWI with the Forum 500 /
Forum 5000. This procedure for signalling messages requires
standardised ISDN telephones to be used. Please refer to the
manufacturer's user guide for details.
The Forum Phone 510 signals voicebox messages by means of a
flashing dot in the middle of the display. The Forum Phone 510
activates this as soon as there is at least one message in your voi-
cebox that you have not yet listened to.
E-mail Notification of Incoming Messages
Owners of an Forum 500 / Forum 5000 voicebox can be notified of
incoming messages by e-mail. This function is configured in the
Forum CTI application.

Scope of Features10
Features
Notification Call
Voicebox owners can also be notified of the arrival of messages in
their voiceboxes on a different terminal. After accepting the call
and entering a PIN, owners are directly connected to their voice-
boxes.
Secretarial Function
The owner of a voicebox can define a secretarial call number
that is called when incoming messages arrive in the box. In this
case the message is not recorded by the voicebox.
Callers hear the welcoming text or the standard text for the secre-
tarial function before being put through to the “secretary.” On
accepting calls, the secretary is directly connected to the callers
and can speak with them.
Forwarding to the Voicebox Secretary
If the voicebox owner has configured a secretary but has not acti-
vated the divert to the secretary, callers can put themselves
through to the secretary. To do this, callers must press the
star key *either while they hear the greeting text of the voice-
box or once they have begun to leave a message.
Tip: The voicebox owner should inform callers in the greeting that
they can be connected to the secretary by pressing the star
key *.
Forward Message with Comment
The owner of a voicebox can add a comment to a message and
forward it internally to the owner of another voicebox.
Remote Access and Remote Control
Forum Voicemail can be accessed and controlled remotely from
any DTMF-capable telephone or DTMF hand-held transmitter.

Operating Functions 11
Features
Operating Functions
PIN-protected Voicebox
All voicebox owners can safeguard the access to their voiceboxes
with a secret code and can change this PIN as they please. The
PIN query can be switched on/off at any time.
Call Forwarding to Voicebox
Voicebox owners can set call forwarding to their voiceboxes and
can choose between call forwarding busy, after Time and imme-
diately. The busy & after Time setting enables them to activate
the two forwarding modes most frequently needed at the same
time. If call forwarding has not been activated for a call number
assigned to the voicebox or if the specified destination is not the
call number of Forum Voicemail, the voicebox will be switched
to off status for this call number.
Using the secretarial function, it is possible to have another
subscriber call number called directly instead of your voicebox. If
the secretarial call number is an external call number, the LCR
(Least Cost Routing) configured in the Forum 500 / Forum 5000
can be evaluated. This requires the voicebox owner to belong to a
user group with the authorisation LCR at call forwarding to
external.
Note: Several call forwardings can be linked to one another on
the Forum 500 / Forum 5000 communications system. Please
keep in mind the information on call forwarding and voiceboxes in
the “Call Forwarding” chapter in the “Mounting and Commission-
ing” (Forum 523/524, Forum 525/526, Forum 550/560) resp.
“Commissioning and Maintenance” (Forum 5050) manual.
Activating/Deactivating Your Voicebox
Voicebox owners can activate or deactivate their voice box at any
time and also define the length of time available for recording
individual messages.

Operating Functions12
Features
Call Number and Time Stamp On/Off
Voicebox owners can switch the announcement of the caller’s call
number and of the date and time of each incoming message on
and off.
Welcoming and Closing Texts
Voicebox owners can select the welcoming and closing texts for
callers to their voiceboxes. They can either use the standard texts
or record and edit their own texts. If the option Central welcome
track changeable is activated for owner’s voiceboxes, they can
also edit the central welcoming texts.
Callers can skip the greeting by pressing the hash key #. They
can then leave messages immediately.
Listening to, Repeating and Deleting
Messages
Voicebox owners can listen to newly-arrived and old messages in
the box and delete the ones they have already listened to, either
all at once or one at a time. Messages already listened to can be
selectively accessed and replayed.
They can also listen to messages by pressing a programmed func-
tion key and accept a call while the caller is still recording his mes-
sage on the voicebox.
Scrolling Between Messages
Voicebox owners can scroll through the messages that have been
received. When a user does this, Forum Voicemail switches from
the current message to either the next message or the preceding
one.

Operating Functions 13
Features
Pauses During Playback, Fast-forwarding
and Rewinding
Voicebox owners can interrupt the playback of incoming messages
and resume listening to them again at the press of a key. The
playback of messages can be fast-forwarded or rewound in
5secondintervals.
Calling a Caller Back
Voicebox owners on a system terminal can also answer received
messages directly. To do this, the messages must contain the
caller’s call number, which can be dialled automatically or from the
voicebox voice menu using a code. The prerequisite for this fea-
ture is that callers have not suppressed the display of their call
numbers.
Forwarding a Message
Each voicebox owner can forward a received voice message to
another voicebox owner and, at the same time, add a spoken
comment to the message.
Change Voicebox
Every caller to a voicebox has the possibility of changing the cur-
rent voicebox. The new voicebox is identified via its call number. If
the new voicebox is protected, the caller has to verify their iden-
tity by entering a PIN.
Leaving a Message
Every voicebox caller has the possibility of recording a voice mes-
sage for another voicebox on their own voicebox and to send it.

Operating Functions14
Features
Setting a Notification Call
Voicebox owners can have the arrival of messages in their voice-
boxes signalled on other terminals, from where they can access
their voiceboxes.
When owners dial in to their voiceboxes, they will hear a message
if they have activated a notification call. This reminds them to
deactivate the notification call if necessary.
Using Forum Voicemail from a Remote
Terminal
Voicebox owners with the appropriate authorisation can exter-
nally dial their voiceboxes and query messages, and edit their
messages and central voicebox settings.
Voicebox owners can also leave messages directly for other voi-
cebox owners.

Operating Functions 15
Scope of Delivery
Scope of Delivery
The following components are included in the scope of delivery:
zThe files for the Forum Voicemail voice menu for user
guidance on the terminals (are included on the Forum 500 /
Forum 5000 product CD).
zA user guide entitled “Forum Voicemail” (is included in PDF
format on the Forum 500 / Forum 5000 product CD).
Forum 523/524, Forum 525/526, Forum 550/560
To operate Forum Voicemail you require a memory card. The
prompt texts of the voice menus, welcoming texts and closing
texts, and the received messages for the voiceboxes are stored on
the memory card.
zWith a Forum 523/524 and a Forum 525/526 the Compact
Flash card, installed on the basic module, is used.
zWith a Forum 550/560 the Compact Flash card, installed on
the central control module (Forum 550 main processor card),
is used.
Forum 5050
In the case of a Forum 5050 communications system, received
messages are stored on the hard disk.
Recording capacity
The maximum recording time for messages depends on the stor-
age capacity of the installed memory card and on how much stor-
age capacity is being used up by other programme packages in
the system (e.g. by the voice portal planning system
Forum 500(0) Auto Attendant). For a recording capacity of one
hour including the stored announcement texts, 32 MBytes are
required. Each loaded language for the Forum Voicemail voice
menu reduces the maximum available recording time by about
15 minutes.

Operating Functions16
Scope of Delivery
Recording capacity is increased by means of compression. The
free capacity on the card is dynamically spread across all the voi-
ceboxes, and the memory defined for each voicebox is not
reserved.
Expansion Levels
The programme package Forum Voicemail is available in various
configuration levels for the Forum 500 / Forum 5050 communica-
tions systems:
zForum 523/524 Voice Mail
for Forum 523/524:
Licence for 10 voiceboxes
zForum 525/526 Voice Mail
for Forum 525/526:
Licence for 40 voiceboxes
zForum550/560VoiceMail64users
for Forum 550/560:
Licence for 64 voiceboxes
zForum Voice 550/560 Voice Mail 200 users
for Forum 550/560:
Licence for 200 voiceboxes
zForumVoice5050VoiceMail50users
for Forum 5050:
Licence for 50 voiceboxes

Operating Functions 17
Configuration and Administration
Configuration and
Administration
Forum Voicemail can be configured and administered via the
Configurator of the Forum 500 / Forum 5000. In order to do this
you need the following:
zConfigurator Expert authorisation (unless you have already
logged in as the administrator), and
zthe activation key for your version of Forum Voicemail.
When updating the firmware, it may be necessary to load the cur-
rent voice files. The voice files can be found on the Forum 500 /
Forum 5000 product CD.
Note: Further information regarding the update of the firmware
and the configuration of Forum Voicemail can be found in the
online help documentation.
To configure Forum Voicemail …
1. Select the optional component Forum Voicemail in the
System: Components menu in the Configurator and load a
voice file.
Note: The file format of the voice file loaded in a Forum 523/524
or Forum 550/560 is *.kda. In a Forum 525/526 or Forum 5050 a
voice file with *.kdp format must be loaded.
2. Enter the activation key for Forum Voicemail in the System:
Licences menu in the Configurator.
3. Define the basic programme setting in the
Forum Voicemail: Settings menu or determine the current
programme status.
4. This is also where you configure the call number for
Forum Voicemail via which Forum 500 / Forum 5000 users
can query their voiceboxes.

Operating Functions18
Configuration and Administration
5. Configure one or more voiceboxes for Forum 500 /
Forum 5000 users in the Forum Voicemail: Voice Boxes
menu (but only up to the maximum number of licensed
voiceboxes) Please refer to To administer voiceboxes …
starting on page 18 below.
You can set up the Courtesy Service as follows …
1. Activate the feature for a configured user group or for an
external call number:
– for a user group in the User Manager: User groups menu
In this case, the central welcoming text is played if an caller
rings a user in this group.
– for an external call number in the Telephony: Call
distribution menu
Where so configured, the central welcoming text plays if an
caller rings the configured MSN or the call number on the
system connection.
2. Define whether and how the system should react to calls with
the Courtesy Service: Select an announcement (e.g.
Announcement 1) or turn off the feature.
3. Activate the option Central welcoming track changeable
for a voicebox in the Forum Voicemail: Voice Boxes menu.
4. Call this voicebox and configure one or several announcement
texts (up to eight are possible) in the voice menu of Forum
Voice, menu 4 “Central welcoming texts”.
Note: Detailed information regarding the settings in the Config-
urator menu can be found in the online help documentation.
To administer voiceboxes …
As an administrator you have full authorisation to manage the voi-
ceboxes of the Forum 500 / Forum 5000 and to execute all sub-
scriber-specific settings.
zYou can configure a new voicebox or delete an existing one.
zYou can select the language used for selected voicebox to
guide callers through the voice menu.
zYou can define the maximum recording time for a voicebox.