NEC Xen Alpha User manual

DIGITAL VOICE MAIL
SYSTEM MANAGER’SGUIDE
NEC Australia Pty Ltd
A6-506000-642-07
Release 2.0
December 2000

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Technician’s Guide Page i
A6-506000-642-07 Release 2.0
Xen Alpha Release 2.0
NEC shall not be liable for any direct, indirect, consequential or incidental damages about the
use of this equipment, manual or any related materials.
The information in this technical manual is advisory in nature and is subject to change. NEC may
make improvements and changes in the products described in this manual without notice.
Changes will be periodically made to the information in the new editions.
Efforts have been made to ensure that the contents of this manual are correct. Should you find
any error, NEC welcomes your comments to improve our communications, please contact NEC
on 1800 036 136.
Contents of this manual are subject to change without prior notice at the discretion of NEC
Australia Pty Ltd.
This document has been prepared for theuse of employees and customers of NEC Australia Pty
Ltd and may not be reproduced without the prior, written approval of NEC Australia Pty Ltd.
Copyright 1999
NEC Australia Pty Ltd
635 Ferntree Gully Road
Glen Waverley Vic 3150
Integrated Communication Products Group
Disclaimer

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Page ii Technician’s Guide
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Technician’s Guide Page iii
A6-506000-642-07 Release 2.0
Xen Alpha Release 2.0
GENERAL
INFORMATION This book is intended to help in the installation, system administration, and maintenance of
the Xen Alpha Voice Mail. It is intended for use as a reference by anyone needing such
information, including system managers, support personnel, sales representative, and
account executives. It is also intended for technicians who are responsible for system instal-
lation, maintenance, and troubleshooting.
ABOUT THIS
MANUAL This manual provides information about the system features, configuration, and standards.
Chapters of this manual include:
✆System Overview
Describes the System Manager’s responsibilities and how to set up the conversation
options.
✆Planning the System
Discusses how to handle the calls processed on the voice processing system. Opening
greetings and the system schedule are introduced and a system directory is presented.
✆Setting Up the System
Provides direction on setting up the information record and how to get started. How to
record the opening greeting, setting up a schedule, setting up the operator’s mailbox,
and the System Manager’s password are provided.
✆Training Users
Provides preparation materials and task directions and procedures for the training of the
user and/or technician.
✆Maintaining Your System
Provides directions for ongoing maintenance, special greetings, changing options for
the operator mailbox or the fax machine. Message groups and monitoring of system
status are also addressed.
✆Expanding Your System With Call Routing
Provides directions for planning and using call routing. A call routing worksheet for
addressing the assignments for call routing keys. Procedures for changing default
actions and recording new greetings are given along with a discussion for testing call
routing.
SUPPORTING
DOCUMENTS
Xen Alpha VM, Voice Processing System, Technician’s Guide (Stock Number 760417)
Xen Alpha Voice Mail User Guide (Stock Number 750204-0)
Xen Alpha System Manual (Stock Number 760409)
Xen Alpha Voice Processing System CD-ROM (Stock Number 305260-0)
Preface

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Installation Manual, Table of Contents Page 1
A6-506000-642-07 Release 2.0
Xen Alpha Release 2.0
Table of Contents
Disclaimer
Preface
General Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iii
About This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iii
Supporting Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iii
Chapter 1
System Overview
Section 1
Welcome to Xen Alpha Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
1.1. System Conversations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1
1.2. System IDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1
1.2.1. Subscribers Have Personal IDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1
1.2.2. System Manager’s Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2
Section 2
System Manager Responsibilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Section 3
Using the System Manager’s Conversation . . . . . . . . . . . . . . . . . . . . . . . . 4
3.1. System Manager’s Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4
3.2. Using The System Manager’s Conversation . . . . . . . . . . . . . . . . . . . . . . . . . . . .4
3.3. System Manager’s Conversation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5
3.3.1. Change a Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5
3.3.2. Opening Greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5
3.3.3. System Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5
3.3.4. System Settings and Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5
3.3.5. Operator Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5
3.3.6. Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6
3.3.7. Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6

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Chapter 2
Planning Your System
Section 1
How The System Handles Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
1.1. What Does the Automated Attendant Do? . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7
1.1.1. Callers Route Themselves . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7
1.1.2. Fax Routing, Detection, And Notification . . . . . . . . . . . . . . . . . . . . . . . .8
1.1.3. Call Routing Keys Give Quick Access . . . . . . . . . . . . . . . . . . . . . . . . . .8
1.1.4. Operator Assistance Is Always Available . . . . . . . . . . . . . . . . . . . . . . . .8
1.2. Deciding How to Use the Automated Attendant . . . . . . . . . . . . . . . . . . . . . . . . .8
1.2.1. No Automated Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8
1.2.2. Private Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8
1.2.3. Secondary Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9
1.2.4. Primary Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9
Section 2
Planning Your Opening Greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
2.1. Opening Greeting And System Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11
2.1.1. Day Greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11
2.1.2. Night Greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11
2.1.3. Holiday Greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11
2.2. System Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11
2.3. Determining the System Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12
2.3.1. System Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12
2.3.2. Your Organisation’s Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13
Chapter 3
Setting Up Your System
Section 1
Understanding Your System Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Section 2
Setup Information Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Section 3
Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
3.1. Getting Started Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16
Section 4
Recording Your Opening Greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Section 5
Setting Up Your System Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

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Section 6
Setting Your Operator’s Extension and Mailbox . . . . . . . . . . . . . . . . . . . 19
6.1. Operator Mailbox Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19
6.2. Setting Up Fax Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19
Section 7
Changing the System Manager’s Password . . . . . . . . . . . . . . . . . . . . . . . 21
Section 8
Becoming Familiar With the System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Chapter 4
Training Users
Section 1
Preparing For Training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Section 2
Conducting User Training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Section 3
Training the Operator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
3.1. Redirecting Messages In The Operator Mailbox . . . . . . . . . . . . . . . . . . . . . . . .26
3.2. Transferring External Callers To A Voice Mailbox . . . . . . . . . . . . . . . . . . . . . .26
Chapter 5
Maintaining Your System
Section 1
Ongoing Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Section 2
Creating A Special Opening Greeting For Holidays . . . . . . . . . . . . . . . . 30
Section 3
Change Extension For Operator Mailbox Or Fax Machine . . . . . . . . . . . 31
Section 4
Adding And Deleting Voice Mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

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Section 5
Message Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Section 6
Monitoring System Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Chapter 6
Expanding Your System With Call Routing
Section 1
Offering Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
1.1. Why Use Call Routing? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .35
1.2. How Call Routing Works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .35
Section 2
Evaluating Your Needs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Section 3
Planning Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Section 4
Assigning Call Routing Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Section 5
Changing Default Actions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Section 6
Recording New Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Section 7
Testing Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

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Xen Alpha Release 2.0
CHAPTER
1System Overview
S
ECTION
1
WELCOME TO XEN
ALPHA VOICE
MAIL
Xen Alpha Voice Mail (VM) allows you to configure your voice mail and call handling
system to best meets the needs of your organisation. The voice messaging system is
easy to use — there are no confusing codes or special commands to remember. You
communicate with the system entirely over the telephone. To use any of the system’s
features, you listen to the system conversation and respond to short instructions, either
by pressing 1 for Yes and 2for No, or by selecting menu choices.
1.1. System Conversations
All users of the voice messaging system — the system manager, subscribers, and
people calling in to your organisation — communicate with the system through
system conversations. Different conversations are used for different parts of
the system:
✆You hear the system manager’s conversation when you are setting up and
maintaining your system.
✆Subscribers hear the message conversation when checking messages in
their mailboxes.
✆Subscribers hear the setup conversation when changing setup options.
✆External callers hear the opening greeting conversation.
1.2. System IDs
System managers and subscribers identify themselves to Xen Alpha Voice Mail
with system IDs. When you dial Xen Alpha Voice Mail from an outside line, it
answers with your organisation’s opening greeting. The “external” caller is
unidentified at this point, but is able to enter an extension, leave a message, send
a fax, use the directory, or choose commands from menus.
1.2.1. Subscribers Have Personal IDs
Your personal ID identifies you to the system and lets you use your mailbox.
Each subscriber has a unique personal ID, which is formed by adding the
number 9 to the beginning of the extension number. For example, the
personal ID for extension 12 would be 912.

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Because personal IDs are not private, each subscriber can set a secret
security code to safeguard his or her mailbox. A subscriber may change this
security code at any time.
1.2.2. System Manager’s Password
The system manager’s password identifies you as the system manager so
you can customise and maintain the voice messaging system or access
your own mailbox. (Refer to Using The System Manager’s Conversation on
page -4).
NSubscribers who use digital feature set phones can accesstheir mailboxes directly
by simply dialling the Xen Alpha Voice Mail from their own extensions.
Because personal IDs are not private, each subscriber can set a secret security
code to safeguard his or her mailbox. A subscriber may change this security code
at any time.

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SYSTEM
MANAGER
RESPONSIBILITIES
As system manager, you are responsible for the following tasks:
✆helping the technician determine the best way to set up your system.
✆getting the people in your organisation started using the voice messaging system
by recording greetings and training subscribers.
✆maintaining the voice messaging system on an ongoing basis.
This guide gives you the information you need to decide how best to use your system
and to perform each of these tasks quickly. Each chapter covers one of the system
manager’s four main areas of responsibility.
Chapter 2 – “Planning Your System” helps you decide how you want your system to
answer incoming calls and helps you plan your greetings and schedules.
Chapter 3 – “Setting Up Your System” explains the parts of your system the techni-
cian has set up and guides you through your part of the setup.
Chapter 4 – “Training Users” covers the points you need to convey to your organisa-
tion’s operator and to all subscribers on the voice messaging system.
Chapter 5 – “Maintaining Your System” describes the ongoing tasks you perform to
keep your system running efficiently. It also introduces call routing keys,
a powerful feature that provides you with flexibility in handling calls.
Chapter 6 – “Expanding Your System With Call Routing” describes all the aspects of
call routing and how it works.

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USING THE
SYSTEM
MANAGER’S
CONVERSATION
As system manager, you use the system manager’s conversation to add, delete, and
reset mailboxes; to change the opening greeting message and system schedule; and
to perform other maintenance operations.
3.1. System Manager’s Password
The system manager’s password identifies you as system manager. As a system
manager, you are also a regular Xen Alpha Voice Mail subscriber. Your system
manager password also serves as your personal ID.
When the voice messaging system is first installed, the system manager’s
password (personal ID) is 797647 (SYSMGR on lettered telephone keypads).
Change the password immediately, and protect your system by changing your
password regularly.
You can further protect your system by setting a security code for the system
manager’s mailbox.
3.2. Using The System Manager’s Conversation
You use the system manager’s conversation to perform all of the setup and
maintenance of Xen Alpha Voice Mail. Once you access the conversation, you
follow simple instructions, either by pressing 1for Yes or 2for No, or by selecting
choices from short menus.
The system manager’s conversation outlined in the System Manager’s
Conversation on page -5 through 1-6 shows the structure of the entire system
manager’s conversation. Before accessing the conversation, familiarise yourself
with the information you must supply.
To access the system manager’s conversation:
1. Call the extension for Xen Alpha Voice Mail (50 by default). (Refer to Setup
Information Record on page -15.)
2. When you hear the opening greeting, enter the system manager’s password.
The default password is SYSMGR or (797647).
3. Dial 0 for System Manager Options.
Refer to:
Setup Information Record on page -15
Changing the System Manager’s Password on page -21

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3.3. System Manager’s Conversation
The system manager’s conversation allows you to setup and maintain the
following options of the Xen Alpha Voice Mail. Each option can be reached by
pressing the number given beside it in the option menu.This takes you to that
section of the system manager’s conversation for that option. After you have
accessed the conversation, simply follow the instructions given by selecting 1for
Yes and 2for No or by choosing the choices from the short menus provided.
3.3.1. Change a Mailbox
(Press 4)
Mailbox Maintenance
Add a mailbox
Reset a mailbox
Delete a mailbox
3.3.2. Opening Greeting
(Press 5)
Change the mode (day, night, or holiday)
Change the opening greeting
3.3.3. System Schedule
(Press 6)
Verify or change the clock setting
Verify or change the date setting
Change a schedule range
3.3.4. System Settings and Information
(Press 7)
Hear System Information (Press 4)
Change System Manager Password (Press 5)
Change Security Code
Change Fax Settings (Press 6)
3.3.5. Operator Settings
(Press 8)
Verify or change the extension for operator calls (Press 4)
Review or re-record the operator greetings (Press 5)
Verify or change the fax settings (Press 6)

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3.3.6. Call Routing
(Press 9)
Edit Call Routing from Opening Greeting (Press 4)
Edit Call Routing from Call Routing Boxes (Press 5)
3.3.7. Groups
(Press 0)
Group Maintenance
Create a Group (Press 4)
Edit a Group (Press 5)
List group members (Press 6)
Delete a group name (Press 7)

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Xen Alpha Release 2.0
CHAPTER
2Planning Your System
S
ECTION
1
HOW THE
SYSTEM HANDLES
CALLS
As part of the voice messaging system setup, you must decide whether and how you
want to use the system’s automated attendant to answer incoming calls. This
determines how calls are distributed between the voice messaging system and
the operator.
You may prefer to have the operator continue handling all incoming calls and use Xen
Alpha Voice Mail primarily for its voice mail features. Or you may want to use its
automated attendant, which helps the operator answer incoming calls and transfer calls
to extensions.
1.1. What Does the Automated Attendant Do?
The automated attendant acts as a receptionist, answering and routing incoming
calls automatically. Callers hear an opening greeting for your organisation that
gives them instructions and options. For example:
“Hello. Thank you for calling Omni Corporation. If you are calling from a touch-tone
telephone, you may enter the extension at any time. For Sales, press 1. For
product information, press 2. To send a fax, press 3. For a directory of extensions,
enter 800.Otherwise, please stay on the line and anoperator will be right with you.”
Several features of Xen Alpha Voice Mail can assist you in handling incoming calls
to meet your organisation’s needs.
1.1.1. Callers Route Themselves
Through the automated attendant, external callers can reach a person
directly by dialling the extension number. Using the directory assistance
feature, a caller who does not know the extension number can spell the
subscriber’s last name, and the system routes the call appropriately. When
an extension does not answer or is busy, the system automatically routes
the caller to the subscriber’s voice mailbox.
NThe system directory is automatically set up during installation. Subscribers enter
individual information while enrolling.

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1.1.2. Fax Routing, Detection, And Notification
If the system detects a fax tone when it answers a call, it transfers the call
to your fax machine automatically. Callers can also dial the fax extension
during the openinggreeting, and,once connected tothe fax extension, send
a fax manually. This eliminates the need for a separate fax telephone
number and dedicated outside line. The system can even prompt fax callers
to add a brief voice mail message to describe their fax and tell the operator
who it is for. The operator can then send this message to the person’s voice
mailbox as notification that a fax is waiting.
1.1.3. Call Routing Keys Give Quick Access
The system’s call routing keys let you create simple menus that lead callers
to frequently requested extensions or information. By entering a single digit,
callers go to a specified extension (“For Sales, press 1.”), hear an audio
message (“For product information, press 2.”), or go to another call routing
menu.
1.1.4. Operator Assistance Is Always Available
The voice messaging system does not completely replace an operator.
Callers who need personal assistance can reach the operator at any time
by dialling 0. Callers who do not respond during the opening greeting, such
as those not using a touch-tone telephone, are transferred automatically to
the operator.
1.2. Deciding How to Use the Automated Attendant
Your technician needs to know if and how you want to use the automated
attendant with your operator to handle external calls. If you will use the automated
attendant, will it be a private, secondary, or primary attendant? Your choice tells
the technician how to connect your system. Note that your technician can enable
or disablethe automated attendant later, if the needs of your organisation change.
1.2.1. No Automated Attendant
Xen Alpha Voice Mail is used for internal voice mail only. No outside lines
are routed to the automated attendant. Rather, Xen Alpha Voice Mail is an
extension on your telephone system that is available only to internal callers
and callers transferred to it by the operator.
1.2.2. Private Attendant
The voice mail system is reserved for subscribers only. This makes the
voice messaging system available from outside the office to subscribers
and to selected clients, but external callers cannot reach a voice mailbox
unless the operator transfers them to it.
NFax routing from Xen Alpha Voice Mail requires that the fax machine be
connected to a digital telephone jack (Electronic Station Port) on the switch via a
digital-to-analogue converter (SLT Adapter or APR-U10 Unit). Because the
separate FAX CO Branch jack on the switch is a FAX branch and not an extension,
Xen Alpha Voice Mail cannot route faxes to it.

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1.2.3. Secondary Attendant
Your operator answers most incoming calls. Overflow calls are routed to the
automated attendant when the operator is busy or unavailable (if this option
is supported by your telephone system). Xen AlphaVoice Mail also answers
calls dialled directly to the secondary telephone number.
The point at which calls overflow to Xen Alpha Voice Mail depends on the
number of external lines connected to your telephone system and the
number of calls you receive. Your technician can help you choose the
appropriate secondary line for the voice messaging system.
1.2.4. Primary Attendant
Your main telephone lines are routed directly to the voice messaging
system. The system answers most of your incoming calls. Your operator
helps only those callers who need personal assistance and takes overflow
calls when all Xen Alpha Voice Mail ports are busy.

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ECTION
2
PLANNING YOUR
OPENING
GREETING
The opening greeting plays to a caller when the voice messaging system answers a
call. During the opening greeting, callers can enter extension numbers, access the
system directory, or hold for assistance. So, you must plan your opening greeting to tell
callers the options that are available to them.
Plan an opening greeting for business hours (day greeting) as well as one for after
business hours (night greeting).
For best results, your greeting should convey all the necessary information in the least
amount of time. You need to include:
✆Your organisation’s name
✆How to reach an extension with a touch-tone telephone
✆How to reach the operator
✆How to send a fax
✆How to reach the system directory
✆An alternative method for callers who want general information or who do not
have a touch-tone telephone
Explaining all of your information clearly in the opening greeting requires careful
wording. “The opening greeting and the system schedule” later in this chapter
suggests effective wording for day, night, and holiday greetings.
NRecord a new holiday greeting before each holiday.
TWrite and practice your greeting before recording it.
NLater you can incorporate instructions for using call routing keys into your
opening greeting as well. For now, just make sure that your opening greeting
gives the basic information needed to direct callers. After you have planned and
set up your call routing keys, be sure to rerecord your opening greeting.