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