NEC Xen Digital Voicemail User manual

DIGITAL VOICEMAIL USER GUIDE
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Digital Voicemail User Guide
Name
Extension Number
Personal ID
To reach Xen Mail:
From Inside, dial
From Outside, dial
System Manager
Extension Number
To simplify recording, write down your greeting here:
Sample: “Hi, this is____________. I’m away from my phone now,
but I will check my mailbox regularly. Leave me a message,
and I‘ll return your call as soon as possible, Thanks”.R
Remember, dial 1 for YES, 2 for NO
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1
General Information Pages 2 - 3
Getting Started Pages 4 - 5
Call Forward Settings
Calling Your Voice Mailbox Pages 6 - 7
Checking Messages
Leaving Messages Pages 8 - 9
Reviewing Messages Pages 11
Changing Your Setup Options Pages 13 - 15
Quick Transfer to Voicemail
Transferring a Call Directly to a
Voice Mailbox Live Record Pages 16 - 17
Programming Live Record
Function Keys Page 18
Live Monitoring Page 19 - 20
Xen Mail Softkeys & Definitions Pages 21 - 25
Xen Mail Access Codes Page 26
Table of Contents
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General Information
Introduction
Welcome to the NEC Xen Mail and Xen Mail Lite digital voicemail! As both the
Xen Mail and Xen Mail Lite have common features, this guide will only make
reference to the Xen Mail. This guide describes the system’s features and
details the steps you need to take to make Xen Mail a working partner in your
day-to-day business. Throughout this guide, you will find numerous tips and
shortcuts designed to help you get the most from Xen Mail.
Typical system operation is presented here. Be sure to consult with your Xen
Mail System Manager for any special features or functions that may apply to
your particular application.
Automated Attendant
The Automated Attendant serves as a receptionist, answering and routing
incoming calls automatically. Callers hear an opening greeting for your
company that gives them instructions and options. If a caller does not know
the extension number, the Automatic Directory can route the call by the
person’s name. When your extension is busy or you are not available to
answer the call, Xen Mail can connect the caller to your Voice Mailbox
automatically.
Voicemail Access
The Xen Mail system can be accessed 24 hours a day from any touchtone
telephone in or out of your office. Your System Manager has assigned a
Personal ID number to you. You will need this number when calling the Xen
Mail from any phone but your own.
The Conversation
The NEC Xen Mail system is based upon a conversation about your Voice
Mailbox. Each time you enter your Voice Mailbox, you will be asked a series of
questions relating to these topics:
- Checking messages
- Leaving messages
- Reviewing/redirecting messages
- Changing setup options
Answer questions with a simple reply by dialling 1for YES or 2for NO.
In addition, by dialling Quick Key numbers, you may advance directly to a
specific topic.
Setup Options
Once your mailbox has been opened, you may change various options, such as
your Greetings, Message Groups, Transfer and Message Delivery Options and
Personal Options.
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Voicemail Message Indication
Whenever there are new messages in your Voice Mailbox, an indication will be
provided at your telephone:
Digital Display Telephone: Display = Xen Mail extension number
and number of
new messages
Digital Telephone: Large LED = Slow flashing red
Single Line Telephone: MW Lamp = Steady red
You may also instruct Xen Mail to call you at your home, mobile phone or pager.
Advance Dialling
At any time, you can “dial ahead”by entering a series of responses, even
before hearing the entire question, to advance directly to the desired section
of your Voice Mailbox quickly.
Disconnecting From Voicemail
When you have completed your voicemail session, dial *** to immediately
disconnect the Xen Mail system. As an alternative, you will be given the
option to return to your mailbox, access Setup Options or exit voicemail and
dial an extension, if desired, after accessing various Xen Mail operations.
Quick Transfer Feature
The NEC Xen Mail system simplifies message taking by allowing you to transfer
a call directly to a user’s Voice Mailbox where they will hear the personal
greeting and be prompted to leave a message.
Live Record Feature
The Live Record feature is used to record a conversation in progress and then
direct it to your own or another user’s mailbox.
Live Monitoring Feature
Live Monitoring allows you to hear a message through the speaker of your
phone as the message is being left by an outside caller.
Caller ID
The Caller ID feature lets you hear or view the phone number of an external
caller when you retrieve your messages.
Caller ID Call Return Feature
The Caller ID Call Return feature allows the Voicemail system to use Caller ID
information captured with the message to call and connect you to the person
that left the message.
Softkeys
Softkeys provide an intuitive means of accessing the Xen Mail’s menu and
options. Simply dial into the Xen Mail and select the menu item you wish to
access. The Xen Mail will also offer various options from time to time.
Additional Information
Refer to your Xen IPK Features and Specifications manual or Xen IPK Digital
Telephone User Guide and consult your Xen Mail System Manager for
additional information on telephone and Voicemail operation.
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Getting Started
When you call the Xen Mail system for the first time, you will be asked to
personalise your mailbox. Doing this will open your mailbox and make it
ready to use.
Entering Your Mailbox
Press Message
OR
Lift handset and
Dial Xen Mail.
Dial your personal ID, if necessary (typically 9+ your
extension number).
Follow prompts to accomplish the following steps.
Dial 1for YES or 2for NO to confirm each entry.
Record Your Name
Record your first and last name.
Dial *to end recording and review your name recording.
Dial 1to re-record, otherwise dial 2.
Spell Your Name
If requested, spell the first 3 letters of your last name by dialling the
corresponding numbers on your telephone dialpad.
Choose Your Directory Listing Status
Dial 1for YES or 2for NO to choose whether or not you wish to be
listed in the Xen Mail directory. It is recommended that you choose to be
listed, as the directory lets outside callers reach you by your last name if
they do not know your extension number.
Record Your Outside and Internal Greetings
Dial 1for YES if you want to record different greetings for outside
and internal callers, otherwise dial 2.
At the prompt, record an appropriate greeting to callers who reach
your mailbox. Use the handset to record your name and a brief,
descriptive message.
Dial *to end recording and review your greeting.
Dial 1to re-record, otherwise dial 2.
Set Your Security Code
Dial 1for YES if you wish to enter a Security Code to safeguard
your mailbox from unauthorised access, otherwise dial 2.
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Enter a Security Code of 3 to 10 digits via your telephone dialpad.
Dial *to complete code entry.
Re-enter your security code, as prompted, for confirmation.
Dial *to complete code entry.
Opening Your Mailbox
Dial 1to confirm your personalised settings and open your mailbox
for use, otherwise dial 2.
Note: Your personalised settings can be changed at any time through Setup Options.
Set Up Tips
•Keep your greetings current. Change them as often as necessary. If
your greetings are accurate, callers are more likely to leave a
message.
• Personalise your greeting. Record your own greeting, include your
first and last name and if appropriate, your department. Callers
hearing your voice feel more confident that you will receive their
message.
•You can have different greetings for outside callers and internal
callers. See “Changing your Setup Options”to record an alternate
outside greeting to use on special occasions, for example, when you
will be out of the office.
•Remember, Xen Mail tells you the day and time each message was
left. There’s no need to ask callers to include this information in
their message.
•Encourage effective messaging. Ask callers to leave relevant
information so that your return call will be productive. When
applicable, your greeting should include an alternate extension that
may be dialled by someone needing immediate assistance.
•Record a clear and audible greeting. Initially, it may be helpful to
write down your greeting. When recording, remember to speak in a
normal voice directly into the handset.
•Your security code protects your privacy. Pick a security code that is
easy for you to remember and hard for a stranger to guess. Shorter
security codes are easier to enter, longer codes offer more
protection. You can change or delete your security code from any
touchtone telephone. If you forget your security code, ask your
System Manager to delete your code and then immediately enter a
new one.
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Call Forward Setting
Call Forward Busy/No Answer (CF B/NA)
The most frequent method of utilising voicemail is to have calls forwarded to
your Voice Mailbox when you are busy on another call or are away from your
phone. To forward your telephone:
Set
Lift handset: hear ICM dial tone.
Dial the Call Forward Busy/No Answer set code 43.
Dial Xen Mail.
Replace handset.
Cancel
Lift handset: hear ICM dial tone.
Dial the Call Forward Busy/No Answer cancel code 44.
Replace handset.
Note: A CF B/NA key may be assigned in system programming to set/cancel this
feature. When setting Call Forward Busy/No Answer, a destination station
must be entered. A lit LED indicates that CF B/NA is set.
Call Forward All Calls (CFA)
When you plan on being away from your phone for an extended period of
time, you can have all of your calls routed directly to your voice mailbox. To
forward your telephone:
Set
Press Feature (Do not lift the handset).
Dial the Call Forward All set code 60.
Dial Xen Mail.
Press Feature.
Cancel
Press Feature (Do not lift the handset).
Dial the Call Forward All cancel code 69.
Press Feature.
Note: A CFA/DND key may be assigned in system programming to set/cancel this
feature. When setting Call Forward All, a destination station must be entered.
A lit LED indicates that Call Forward All/Do Not Disturb is set.
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Calling Your Voice Mailbox
Use this simple procedure every time you wish to access your voice mailbox, or
press the Softkeys as shown in the section entitled Xen Mail Softkeys &
Definitions.
Press Message
OR
Lift handset and
Dial Xen Mail, wait for answer.
When calling from your telephone:
Dial your security code, if prompted.
Note: When not using a Dterm Series i telephone, the Xen Mail extension number
may be assigned to a one touch key or feature access key.
When calling from another telephone:
Dial *2#to start the main greeting.
Dial your personal ID (typically 9 + your extension number).
Dial your security code, if prompted.
When calling from outside:
Dial your personal ID (typically 9 + your extension number).
Dial your security code, if prompted.
Respond to each question by dialling 1for YES or 2for NO OR use Quick Keys
to step ahead to a specific topic.
Quick Keys
Save time by advancing directly
to a specific topic:
DIAL
4to check new messages
5to leave messages
6to review messages
7to change your setup options
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Checking Messages Quick Key 4
Call your voice mailbox for new messages when you receive a voicemail
message indication. Alternatively, you can press the Softkeys as shown in the
section titled Xen Mail Softkeys & Definitions.
Dial 1for YES when asked, “You have ___ new messages.
Would you like to hear them?”
Messages marked “Urgent”are played first.
Messages from outside callers are played in the order received.
Messages from other Xen Mail users are sorted by sender.
At the tone you may record a reply, otherwise dial 2.
The day and time recorded is announced at the end of each
message.
While listening to a message, you can:
Dial
*To skip the message and save it as “new”.
#To repeat the entire message.
1To advance to the end of the message.
2To redirect and/or archive (save) the message.
5To change playback volume.
7To repeat the previous 3 seconds of the message.
8To pause message playback (dial 8again to resume
message playback).
9To advance 3 seconds within the message.
Note 1: NEW messages are those you haven’t yet heard. A NEW message will not
be deleted until you’ve had the opportunity to listen to it.
Note 2: Messages are OLD once you hear them through to the recorded day and
time. OLD messages are typically deleted at midnight of the day received
unless they have been archived.
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Leaving Messages Quick Key 5
Send messages to other Xen Mail users directly from your voice mailbox.
Alternatively, you can press the Softkeys as shown in the section titled Xen
Mail Softkeys & Definitions.
Dial 1for YES when asked, “Would you like to leave any messages?”
Dial the first 3 letters of the last name of the person or the group
you want to send a message to OR dial ## and the voice mailbox number.
Dial 1to confirm, otherwise dial 2.
Record your message at the beep.
Dial *to end recording, otherwise dial #to re-record.
Dial 1for YES for Special Delivery options, otherwise dial 2.
Note: Dial ## to switch between choosing by mailbox number or by name.
Special Delivery Options
When you leave a message, you can mark it for special delivery.
There are four special delivery options available:
Urgent Heard first before regular messages.
Private Cannot be redirected.
Return Receipt Xen Mail tells you when
the person has heard the message.
Future Delivery The message is sent at the time
and day you specify.
You can mark a message for more than one special delivery option.
You can also change or add to the special delivery settings of a message
you’ve already sent.
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Messaging Tips
•If you are unsure of the spelling of the first 3 letters of the
person’s last name, use a “Wildcard Key”, typically 1or 0,
in place of one or more letters. This “Wildcard”matches
any letter.
•While recording a message, dial #to erase your message and
begin again.
•Always try to leave a concise and structured message.
Include the purpose of your call, the information required,
or any information needed to get an answer - not just a
return phone call.
•Leave fellow Xen Mail users a message from within your own
voice mailbox. When they listen to your message Xen Mail
will automatically prompt them to send you a reply. This
saves time and almost always guarantees a response.
•The Xen Mail sorts messages in a message stack. It plays all
urgent messages first, then all regular messages. It also
sorts your messages by sender. Use Special Delivery Options
when appropriate.
•To cancel a message that has not yet been received, begin to
send the person or group another message. The Xen Mail
system will tell you that your last message hasn’t been heard,
and offers you the option to cancel it.
•If you often send messages to the same group of people,
see “Changing your Setup Options”to create your own
message groups.
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Reviewing Messages Quick Key 6
Messages you’ve already listened to (old messages) can be reviewed for a short
while (typically until midnight), be redirected to another voice mailbox or
archived for a longer time.
Review
Dial 1 for YES when prompted “You have ___ messages to review,
would you like to check them?”
Dial 1for YES or 2for NO to review messages.
Listen to old messages followed by day and time recorded.
Redirect (Copy to another mailbox)
Dial 2while listening to a new or old message.
Dial 1for YES to Redirect the message being reviewed.
Dial the voice mailbox or group to receive the redirected message (For
more details, see Leaving Messages).
Dial 1to confirm your entry.
Dial 1for YES if you want to record an introduction,
otherwise dial 2.
Record your introduction when prompted.
Dial *to end recording.
Dial 1for YES to set special delivery options, otherwise dial 2.
Dial 1for YES to redirect the message to an additional voice mailbox,
otherwise dial 2.
Archive (Save)
Dial 1for YES to Archive the new or old message being reviewed.
Note 1: You can redirect the same message as many times as you wish.
Note 2: Once you listen to an old or archived message, you must archive it again to
keep it from being deleted immediately.
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Keeping Your Voice Mailbox Current
Review and revise your setup options on a regular basis.
Greetings
•You can review the greetings you have recorded for the internal
and outside callers. Greetings can be re-recorded at any time.
•An alternative greeting can be recorded and selected to
accommodate special situations such as when you are out of
the office.
Message Groups
•You can create your own message groups. When you send a
message to a group, the message is sent to all members of
that group.
•A group can be private or open, allowing only you or all users
to send messages to the group.
•Use group maintenance features to list groups and members,
add or delete members and delete established groups.
Transfer and Delivery Options
Callers may be transferred and messages may be delivered to you in
a variety of ways. Discuss available options with your system
manager.
•Call transfer enables callers to be automatically directed to your
extension or another programmed telephone number.
•When Call Screening is on, Xen Mail will ask the callers’name,
ring your extension, tell you the caller’s name, and ask if you
want to take the call or direct the caller to your voice mailbox.
•When your line is busy and the Call Hold option is on, callers will
be advised of the number of calls holding and be given the
option to hold or leave a message in your mailbox.
•When a new message has arrived in your mailbox, you will
receive an indication at your telephone. Depending on your
schedule, you may also program the system to alert you at
additional numbers (home phone, mobile phone or pager).
Personal Options
•Access Personal Options to review or change your Security Code,
Recorded Name, Spelled Name and Directory Listing Status.
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Changing Your Setup Options Quick Key 7
You may personalise your voice mailbox to accommodate your current
schedule or plans by changing your setup options. Alternatively, you can press
the Softkeys as shown in the section titled Xen Mail Softkeys & Definitions.
Dial 1for YES, when asked “Would you like to
access Setup Options?”
Follow prompts to change the desired setup options.
“Would you like to change your Greetings?”
Dial 1for YES to change your Greetings.
Listen to the playback of your current outside greeting.
Dial 1for YES to switch between standard and alternate greetings,
otherwise dial 2.
Dial 1for YES to record a new greeting, otherwise dial 2.
Using the handset, begin recording at the beep.
Dial *to end recording and review greeting.
Dial 1to re-record, otherwise dial 2.
Repeat for internal greeting.
“Would you like to change your Groups?”
Dial 1for YES to change your Groups.
Dial 1for YES when asked to create a new group, otherwise dial 2
to access group edit, list and delete options.
Dial the first 3 letters or digits of the group’s name or number.
Dial 1to change group name or number, otherwise dial 2.
Using the handset, record a group name.
Dial *to end recording.
Dial 1to change group name, otherwise dial 2.
Dial 1to create an open group or dial 2for a private group.
Add members to the group by dialling name or extension number.
Dial 1to confirm and add member to group.
Dial *after all members are added.
Dial 1to record a message for this group now, otherwise dial 2to
continue with group maintenance options.
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“Would you like to change your Transfer and Delivery Options?”
Dial 1for YES to change your Transfer or Delivery Options.
Call Transfer Setting
Dial 1to change your Call Transfer setting, otherwise dial 2to
advance to Message Delivery Options.
Dial 1to turn Call Transfer on and leave it on, otherwise dial 2to
advance to Message Delivery Options.
Listen to the phone number your calls are currently being transferred to.
Dial 1and enter a new phone number (up to 9 digits),
otherwise dial 2to leave the current setting.
Note 1: If Call Transfer to your work phone is OFF, calls are sent directly to your voice
mailbox. When Call Transfer to your work phone is ON, calls are first directed
to your extension. Xen Mail Call Forward settings will then apply.
Note 2: For Call Screening and Call Hold features to operate, Call Transfer must be
turned on and these features must be assigned by the system manager.
Call Screening
Dial 1to turn on Call Screening, or dial 2to turn it off
Note: When you answer your phone and Call Screening is turned on, you will hear
a beep and announcement “call from (caller’s name)”.
Dial 1to take the call or 2to transfer the caller to your mailbox.
Call Hold
Dial 1to turn on Call hold or dial 2to turn it off.
Note: If call hold is turned on and your line is busy, a caller is prompted to hold
or leave a message. The system will tell the caller how many calls are
already holding.
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Message Delivery Options
Dial 1for YES or 2for NO to set message delivery to your work
phone, home phone, mobile phone or pager.
Enter and confirm the telephone number.
Enter and confirm the message delivery schedule (time and days).
Work phone _______ from _______ to _______ On: S M T W T F S
Home phone _______ from _______ to _______ On: S M T W T F S
Mobile phone _______ from _______ to _______ On: S M T W T F S
Pager _______ from _______ to _______ On: S M T W T F S
Note 1: Message delivery schedules may overlap.
Note 2: It is not necessary to dial a line access code (i.e 0) when entering an outside
telephone number.
Note 3: When a pager number is programmed, the Live Record Urgent Page feature
will override your pager message delivery schedule and turn delivery to your
pager on or off.
“Would you like to change your Personal Options?”
Dial 1for YES to set your security code.
Dial a new security code of 3 to 10 digits.
Dial *to complete code entry.
Re-enter your security code, as prompted, for confirmation.
Dial *to complete code entry.
Dial 1for YES to change your name.
Dial 1for YES or 2for NO to change your Recorded Name,
Spelled Name or Directory Listing Status.
Enter and confirm new information.
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Quick Transfer to Voicemail
When transferring a call to a user who is away from their phone, busy or
declines a voice announcement, the Quick Transfer to Voicemail feature
simplifies and speeds message taking. You can easily redirect the call to the
Xen Mail user’s voice mailbox, where they will hear the personal greeting and
be prompted to leave a message.
With an outside call in progress:
Press Transfer.
Dial station number or press programmed DSS.
Determine called party is unavailable.
Dial 7to transfer call to the called party’s mailbox.
Replace handset immediately.
With a recall in progress:
Press Line Key.
Press Feature and dial 86.
Replace handset immediately.
Note: Your Quick Transfer Access Codes may differ from the above based on
system programming.
Transferring a Call Directly to
a Voice Mailbox
To simplify message taking, outside callers can be transferred directly into a
Xen Mail user’s voice mailbox, where they will hear the personal greeting and
be prompted to leave a message.
With an outside call in progress:
Press Transfer.
Dial Xen Mail, wait for answer.
Dial the voice mailbox number of the user the call is to be transferred to.
Dial 2.
Replace handset immediately.
Live Record
Live record allows you to record a conversation with an outside caller and
direct it to your own or another user’s mailbox.
With an outside call in progress:
Press RECORD to begin recording the conversation.
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A tone burst may be provided and the RECORD key will light red to
indicate that recording is in progress. Display telephones will
indicate recording functions.
Dial the voice mailbox number to which the recording should be addressed.
Replace the handset to terminate the call. The recording will be sent
to the appropriate voice mailbox.
Note 1: The voice mailbox number may be dialled at any time during the conversation
before the recording party releases the call. If a voice mailbox number is not
entered, the recording will be sent to your voice mailbox.
Note 2: If Automatic Recording is assigned, the recording begins immediately upon
answering an outside call.
Note 3: If a voice mailbox number has not been entered, and if Automatic callback is
assigned, Xen Mail will call you back to ask you if you want to delete the call,
address it, add an introduction or send it.
Note 4: To send a Live Recording to multiple voice mailboxes, first send the recording
to your own voice mailbox and then redirect it accordingly.
Note 5: Some laws/regulations impose restrictions on persons making live telephone
recordings. Users should seek their own advice in this regard.
Live Record Options
The following Live Record function keys may be programmed:
PRESS
Record To start manual record.
Pause To stop recording. Press PAUSE again to resume recording.
Re-Record To erase the live recording and automatically begin
re-recording. Enter a new voice mailbox number.
Erase To erase the live recording without interrupting your
conversation. Press RECORD and dial a voice mailbox
number to begin recording again.
End To terminate the recording and continue the
conversation.
Address To delete, address or record an introduction prior to
ending a live recording session.
Urgent Page Toggles message delivery on/off. After entering a
voice mailbox number, a “*”in the display will indicate
that the page message delivery option is currently on.
Note: Consult your system manager for additional information about using live
record options.
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00 Record
01 Pause
02 Re-Record
03 Erase
04 End
05 Urgent Page
06 Address
07 Live Monitoring
Function Codes
Programming Live Record Function Keys
Feature Access Keys
Press Feature.
Press Redial.
Press Feature Access Key to be programmed.
Dial 2.
Dial Function Code (see below).
Press Feature.
One Touch Keys
Press Feature.
Press Redial.
Press One Touch Key to be programmed.
Dial 2.
Dial Function Code (see below).
Press Feature.
Note: Refer to the Xen IPK digital telephone user guide for additional information
on programming feature access keys and one touch keys.
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