ESI VoiceWorks 16 User manual

user’s guide
0221-1001
Rev. B

ii
About ESI
ESI (Estech Systems, Inc.) is a privately held corporation based in Plano, Texas, in the internationally
known “Telecom Corridor.” Founded in 1987, ESI designs and builds innovative telecommunications
products for businesses like yours.Because of their powerful combination of value and features, ESI
products are consistently recognized by industry publications and leaders. In fact, ESI also creates
telecommunications products for major companies to market under their well-known brand names.
Copyright © 1998–2000 ESI (Estech Systems, Inc.).
Visit ESI on the Web at http://www.esi-estech.com.

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Table of contents
Frequently used user/guest voice mail procedures .........................................................................A-1
Entering mailbox programming mode ..............................................................................................................................A-1
Retrieving your messages..................................................................................................................................................A-1
Retrieving your messages when you’re in the office..................................................................................................A-1
Retrieving your messages when you’re outside the office ........................................................................................A-2
Retrieving your messages when the system calls you with messages..................................................................A-2
Retrieving your messages when the system pages you...........................................................................................A-2
Message options available...........................................................................................................................................A-3
Leaving messages for other users....................................................................................................................................A-4
When you call another user’s extension......................................................................................................................A-4
Leaving a message directly in another user’s mailbox..............................................................................................A-4
Moving a message to another user.............................................................................................................................A-4
Changing your personal greeting......................................................................................................................................A-4
Examples........................................................................................................................................................................A-4
Setting a greeting...........................................................................................................................................................A-5
Undeleting messages.........................................................................................................................................................A-5
Working with user/guest mailboxes .....................................................................................................B-1
Programming menu outline................................................................................................................................................B-1
1 Select personal greeting...................................................................................................................................B-1
2 Password...........................................................................................................................................................B-1
4 External message notification..........................................................................................................................B-1
5 Message undelete............................................................................................................................................B-1
Entering mailbox programming mode...............................................................................................................................B-1
The first time you access your mailbox .......................................................................................................................B-1
1 Select personal greeting..................................................................................................................................................B-2
Sample greetings.................................................................................................................................................B-2
1 Record selected personal greeting...........................................................................................................................B-3
2 Delete selected personal greeting............................................................................................................................B-3
3 Hear current personal greeting.................................................................................................................................B-3
2 Mailbox password............................................................................................................................................................B-3
1 Enter new password...................................................................................................................................................B-3
2 Restore default password..........................................................................................................................................B-3
3 Hear current password ..............................................................................................................................................B-3
4 External message notification.........................................................................................................................................B-3
1 Delivery options..........................................................................................................................................................B-4
2 Phone delivery............................................................................................................................................................B-4
1 Phone delivery and delay.................................................................................................................................B-4
2 Delete phone number.......................................................................................................................................B-4
3 Hear current phone number ............................................................................................................................B-4
3 Pager notification........................................................................................................................................................B-5
1 Enter pager number..........................................................................................................................................B-5
2 Delete pager number........................................................................................................................................B-5
3 Hear current pager number.............................................................................................................................B-5
4 Urgent message activation........................................................................................................................................B-5
5 Message recycle bin........................................................................................................................................................B-5
Frequently used group voice mail procedures...................................................................................C-1
Entering group mailbox programming mode....................................................................................................................C-1
Leaving a message for a group/broadcast.......................................................................................................................C-1
Deleting a message from a group/broadcast mailbox.....................................................................................................C-1
Editing the group members list..........................................................................................................................................C-2
Changing a group mailbox’s personal greeting................................................................................................................C-2
Sample greetings.................................................................................................................................................C-2

iv
Working with group/broadcast mailboxes ...........................................................................................D-1
Group mailboxes: an introduction................................................................................................................................D-1
The broadcast mailbox:an introduction......................................................................................................................D-2
Group/broadcast mailbox programming menu outline...................................................................................................D-2
1 Select personal greeting..................................................................................................................................D-2
2 Password...........................................................................................................................................................D-2
3 Edit the list of group members (not applicable for the broadcast mailbox).................................................D-2
Programming group/broadcast mailboxes.......................................................................................................................D-2
1 Select personal greeting.................................................................................................................................................D-2
Sample greetings.................................................................................................................................................D-3
1 Record selected personal greeting.......................................................................................................................... D-3
2 Delete selected personal greeting ...........................................................................................................................D-3
3 Hear current personal greeting.................................................................................................................................D-3
2 Mailbox password............................................................................................................................................................ D-4
1 Enter new password..................................................................................................................................................D-4
2 Restore default password.........................................................................................................................................D-4
3 Hear current password..............................................................................................................................................D-4
3 Edit the list of group members (
not
applicable for the broadcast mailbox).......................................................... D-4
1 Add mailbox................................................................................................................................................................D-4
2 Delete mailbox...........................................................................................................................................................D-4
3 Hear list.......................................................................................................................................................................D-4
Frequently used cascade voice mail procedures.....................................................................................E-1
Entering cascade paging mailbox programming mode...................................................................................................E-1
Retrieving messages ..........................................................................................................................................................E-1
Retrieving your messages when you’re in the office..................................................................................................E-1
Retrieving your messages when you’re outside the office.........................................................................................E-2
Editing pager numbers........................................................................................................................................................E-2
Changing the mailbox’s personal greetings......................................................................................................................E-3
Sample greetings..................................................................................................................................................E-3
Working with cascade paging mailboxes............................................................................................F-1
Cascade mailbox programming menu outline..................................................................................................................F-1
1 Select personal greeting...................................................................................................................................F-1
2 Password............................................................................................................................................................F-1
4 Pager notification...............................................................................................................................................F-1
5 Message recycle bin.........................................................................................................................................F-1
Entering cascade paging mailbox programming mode...................................................................................................F-1
1 Select personal greeting..................................................................................................................................................F-2
Sample greetings..................................................................................................................................................F-2
1 Record selected personal greeting...........................................................................................................................F-2
2 Delete selected personal greeting ............................................................................................................................F-2
3 Hear current personal greeting..................................................................................................................................F-2
2 Mailbox password.............................................................................................................................................................F-3
1 Enter new password...................................................................................................................................................F-3
2 Restore default password..........................................................................................................................................F-3
3 Hear current password...............................................................................................................................................F-3
4 Pager notification..............................................................................................................................................................F-3
1 Enter pager numbers.................................................................................................................................................F-3
2 Delete all pager numbers...........................................................................................................................................F-3
3 Hear current pager numbers.....................................................................................................................................F-3
5 Message recycle bin (undelete)......................................................................................................................................F-3
Frequently used Q&A mailbox procedures.........................................................................................G-1
Entering Q&A mailbox programming mode.....................................................................................................................G-1
Retrieving messages .........................................................................................................................................................G-1
Retrieving your messages when you’re in the office.................................................................................................G-1
Retrieving your messages when you’re outside the office........................................................................................G-2
Editing questions................................................................................................................................................................G-3

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Working with Q&A mailboxes ................................................................................................................H-1
Q&A mailbox programming menu outline.........................................................................................................................H-1
1 Record question................................................................................................................................................H-1
2 Password...........................................................................................................................................................H-1
5 Message undelete............................................................................................................................................H-1
Programming Q&A mailboxes...........................................................................................................................................H-2
1 Record questions.............................................................................................................................................................H-2
1 Record question.........................................................................................................................................................H-2
2 Delete question...........................................................................................................................................................H-2
3 Hear current question ................................................................................................................................................H-2
2 Mailbox password............................................................................................................................................................H-3
1 Enter new password...................................................................................................................................................H-3
2 Restore default password..........................................................................................................................................H-3
3 Hear current password ..............................................................................................................................................H-3
5 Message recycle bin (undelete).....................................................................................................................................H-3
Working with informational mailboxes..................................................................................................I-1
Using the personal greeting (recording) ............................................................................................................................ I-1
Sample greetings.................................................................................................................................................. I-1
Entering informational mailbox programming mode......................................................................................................... I-1
Informational mailbox programming menu outline............................................................................................................ I-2
1 Select personal greeting.................................................................................................................................... I-2
2 Password ............................................................................................................................................................ I-2
1 Select personal greeting................................................................................................................................................... I-2
1 Record selected personal greeting............................................................................................................................ I-2
2 Delete selected personal greeting............................................................................................................................. I-2
3 Hear current personal greeting.................................................................................................................................. I-2
2 Mailbox password............................................................................................................................................................. I-3
1 Enter new password.................................................................................................................................................... I-3
2 Restore default password........................................................................................................................................... I-3
3 Hear current password ............................................................................................................................................... I-3
Definitions/Index

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User’s guide VoiceWorks16
Frequently used user/guest voice mail procedures • A-1
Frequently used user/guest
voice mail procedures
Entering mailbox programming mode
ý
1.ýDial the voice mail system’s extension number.‡When the system answers, you’ll hear the
main greeting of the automated attendant.
ý
2.ýIdentify yourself to the system:
• Press the *key.
• Enter your mailbox number.
• Press the #key.
ý
6.ýThe system will ask for your password. Enter it, followed by the # key.
ý
7.ýThe system will announce the number of new and old messages, and then begin playing
them back.At any time, you may press 5to enter programming mode.Instructions will
prompt you to select your personal greeting, password, external message notification
programming or the Message Recycle Bin.
Retrieving your messages
Retrieving your messages when you’re in the office
ý
1.ýDial the extension number of the voice mail system.‡ When the system answers, you’ll hear
the main greeting of the automated attendant.
ý
2.ýIdentify yourself to the system:
• Press the *key.
• Enter your mailbox number.
• Press the #key.
ý
3.ýThe system will ask for your password. Enter it, followed by the # key.
ý
4.ýThe system will announce the number of new and old messages and will start playback
of messages.You’ll first hear any urgent messages or the oldest new message.Playback
will continue until either all messages have played or you press the *key to end your call to
the system.
ý
5.ýSave or delete a message to listen to the next message.
Shortcut: Many telephone systems will allow a button on the telephone to be
programmed as a voice mail shortcut key. It should dial the voice mail
extension, pause until voice mail answers, then dial the *key followed by your
mailbox number.This will reduce the number of keystrokes required to retrieve
messages.Consult your system administrator if you need help.
‡You may have to call the system administrator to obtain this number.

VoiceWorks16 User’s guide
A-2 • Frequently used user/guest voice mail procedures
Retrieving your messages when you’re outside the office
ý
1.ýIf the operator or another user answers your call, have this person transfer you to the
voice mail extension.When the system answers, you’ll hear the main greeting of the
automated attendant.
ý
2.ýIdentify yourself to the system:
• Press the *key.
• Enter your mailbox number.
• Press the #key.
ý
3.ýThe system will ask for your password. Enter it, followed by the #key.
ý
4.ýThe system will announce the number of new and old messages, then will start playback
of messages.You’ll hear first any urgent messages or the oldest new message.
Playback will continue until either all messages have played or you press the *key to end your
call to the system.
ý
5.ýSave or delete a message to listen to the next message.
Retrieving your messages when the system calls you
with messages
If external message notification is set up for your mailbox, the voice mail system will call you
when you receive new and/or urgent messages and play a prompt saying, “You have new
messages.Enter your password.”
To hear the message now:
ý
1.ýAnswer the phone and, after listening to the prompt, enter your password and then press
the #key.
Note: If you enter an incorrect password twice, the mailbox will hang up.
Note: Even if you’ve programmed your mailbox not to require a password, you must enter
0(zero) to hear your message(s).
ý
2.ýListen to your message(s) as you normally would.
To pass up on hearing the message now:
Enter the *key instead of the password.Your mailbox will not call you again until you get
another message.
Note: If you program your home number into this feature, you might want to share this
procedure with your family if you plan to leave the house for a while.
Retrieving your messages when the system pages you
You can set pager notification as your voice mail system’s sole notification method or in
conjunction with the phone delivery described above.The system will call and activate your
external pager whenever the first new/urgent message is left in your mailbox; and it will repeat
the page (at an interval programmed by the System Administrator) until you have retrieved all
new/urgent messages.The system will tell you which mailbox has the message. Access your
messages as described in previous items.

User’s guide VoiceWorks16
Frequently used user/guest voice mail procedures • A-3
Message options available
These options are available during message playback.
Key Function Description
1Pause Pauses either for one minute or until you press 1again.
2Hear time/date Pauses the message and plays the time/date when it
was left, then resumes playback.
3Reply To reply to the originator of a message (if from a user in
the system). Record your reply at the tone, then press 1
to stop.You will be returned to your mailbox and the
original message.
4Backup
(rewind) Each time you press this during message playback, the
message backs up (partially rewinds) four seconds.
If you press it after the playback has finished, this
returns you to the beginning of the message.
5Access user
programming Access certain user-programmable features.
6Move Moves a copy of the message to another user’s
mailbox.You have the option to move it with or without
an introductory message.After finishing the operation,
the system returns you to the original message in
your mailbox.
7Delete Deletes the message from the mailbox.(The
message
recycle bin
will save your 10 most recent deletions.)
8Main greeting Goes to the auto attendant’s main greeting.
9Save Saves the message (it’ll now be one of
the “old messages” that play when you retrieve
your messages).
Note: See also *, below.
0Operator Transfers you to the operator.
#To other mailbox Leaves a message in another user’s mailbox.
*To disconnect Always press the *key before hanging-up (if you
press *during playback of a message, the message
will be saved).
Note: See also 9, above.

VoiceWorks16 User’s guide
A-4 • Frequently used user/guest voice mail procedures
Leaving messages for other users
When you call another user’s extension
If you call another station that is busy or does not answer, you will be transferred to the user’s
voice mailbox.You can skip the personal greeting by pressing 1and go directly to the record
tone (or “beep”).Press 1again or hang up when you’re finished.
Leaving a message directly in another user’s mailbox
To go directly to another user’s mailbox without ringing that extension:
ý
1.ýDial the extension of the voice mail system.
ý
2.ýAfter the automated attendant answers, dial the # key and then enter the user’s
mailbox/extension number.
ý
3.ýThe users personal greeting will begin playing; you may press 1to skip the greeting.
ý
4.ýBegin speaking after the tone.Press 1again or hang up when you’re finished.
Moving a message to another user
You can move a copy of a message left in your mailbox to another user's mailbox.
ý
1.ýEither during or just after message playback, press 6.
ý
2.ýYou will be prompted to do one of the following:
• Press 1to record an optional introduction to be played before the copied message plays;
or
• Press 6again to move the message without an introduction.
If you press 6, ignore step 3.
ý
3.ýWhen you’re finished recording the introduction, either press 1again or hang up.
The original message will remain in your mailbox and will play again after the copy is moved.
You may press 7to delete, or 9to save the message.(The moved copy will remain in the other
user's mailbox, regardless, until that user deletes it.)
Changing your personal greeting
Your mailbox can store up to three different personal greetings simultaneously.You can use
each to tell callers a different reason why you are not at the phone at that time (see the
examples, below). By having three different greetings, you have less need to re-record a
greeting every time your accessability changes.
Examples
Greeting 1: Hi, this is [name] at [company].I’m away from my desk or on the phone right
now;so please either dial zero to reach our operator, or leave me your name,
number and message at the tone and I’ll get back to you as soon as I can.
Greeting 2: Hi, this is [name] at [company].I’m outside of the office.You may dial 122 for my
assistant. If you prefer, you may leave me a voice message at the tone — I’ll be
checking in regularly — or, if it’s important, dial 2now to leave me an urgent
message that will page me automatically.
Greeting 3: Hi, this is [name] at [company].It’s after normal business hours here, so please
leave a message at the tone and I'll respond on the next business day.