Norstar Voice Mail 4.0 Setup guide
1-800-4 NORTEL
www.nortel.com/norstar
Norstar is a trademark of Northern Telecom.
P0886600 Issue 1.0
Printed in Canada
Norstar is a trademark of Northern Telecom
© Copyright Northern Telecom 1998
Norstar Voice Mail 4.0
Set Up and Operation Guide
COPYRIGHT NOTICE
This Nortel documentation is protected by copyright. It may not
be copied in any form or medium except pursuant to the Nortel
License to Copy Documentation ("License"). If a License has
been purchased, it will be enclosed with this copy of Nortel
documentation.
P0886600 Issue 1.0 Set Up and Operation Guide
Contents
Chapter 1 Introduction 3
About Norstar Voice Mail 3
Automated Attendant 3
Voice messaging 3
Custom Call Routing (CCR) 3
Networking 3
Two methods for programing Norstar Voice Mail 4
How this Guide is organized 6
Symbols and conventions 7
What appears on the display 7
Prerequisites 8
The Norstar Voice Mail document set 8
Chapter 2 Setting up Norstar Voice Mail 11
Overview 11
Who can use Norstar Voice Mail 11
Using Norstar Voice Mail with a two-line display telephone 11
Other telephones 12
Using the Norstar dialpad 12
Logging on 13
Ending a session 14
Interrupting a voice prompt 14
Preparing to program Norstar Voice Mail 14
Chapter 3 Setting up an Automated Attendant 19
Overview 19
Tools and materials 20
Greeting Tables 21
Company Greetings 22
Recording a Greeting 24
Setting up a Greeting Table 25
Automated Attendant Menu 25
Recording a Custom Menu 25
Assigning a greeting to a Greeting Table 27
Assigning the language preference 27
Assigning the Greeting TableAttendant 28
Assigning a CCR Tree 28
Setting the Business Hours 28
Changing the Norstar Voice Mail language availability 30
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Set Up and Operation Guide P0886600 Issue 1.0
Programing which lines will be answered by Norstar Voice Mail 31
Adding lines and assigning a Greeting Table 31
Viewing and changing the line configuration 32
Assigning the number of rings before Norstar Voice Mail answers 32
Enabling Touchtone Gate 34
Enabling and disabling Voice Mail 35
Chapter 4 Auto Attendant Status settings 37
Overview 37
Setting the Operator Status 37
Changing the Operator password 38
Changing the Operator default Directory Number (DN) 39
Setting the Business Status 40
Making changes from a remote telephone 40
Changing the Business Status from a remote telephone 41
Changing a Company Greeting from a remote telephone 42
Setting the Answer Lines status 42
Setting the Automated Attendant Status 43
Chapter 5 Overview of Mailboxes 49
Types of mailboxes 49
System Coordinator Mailbox 49
General Delivery Mailbox 49
User Mailboxes 50
Guest Mailboxes 50
Information Mailboxes 50
Tools and materials 50
Precautions 50
Terms and definitions 51
Class of Service 53
Default values 54
Mailbox Overrides 55
Company Directory 56
Alternate DNs 56
Fax Line (Virtual) 57
Setting up a Fax Line 57
Activating the Call Screening feature 58
Norstar Voice Mail Message Waiting Notification 58
Outdial route 58
Chapter 6 Special Mailboxes: General Delivery and System Coordinator 61
Overview 61
System Coordinator’s Mailbox 62
Contents
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P0886600 Issue 1.0 Set Up and Operation Guide
General Delivery Mailbox 62
Class of Service for Special Mailboxes 63
Setting up the System Coordinator and General Delivery Mailboxes 63
Opening the Mailboxes 63
Initializing the Mailboxes 63
Recording the Mailbox in the Company Directory 63
Recording the Mailbox greeting 65
Selecting a Mailbox Greeting 66
Listening to and dealing with messages left in Special Mailboxes 67
Copying a message to another Mailbox 68
Replying to a message 70
Chapter 7 Creating Mailboxes 73
Overview 73
Tools and materials 73
Precautions 73
User Mailboxes 73
Adding a User Mailbox 74
Adding several User Mailboxes using the Create Mailbox Utility 77
Guest Mailboxes 80
When to use Guest Mailboxes 80
Adding Guest Mailboxes 81
Information Mailboxes 82
Adding Information Mailboxes 83
Chapter 8 Changing and Deleting Mailboxes 85
Overview 85
Changing mailbox options 85
Deleting a mailbox 90
Chapter 9 Mailbox Administration Tasks 91
Overview 91
Administering Special Mailboxes 91
Administering Personal Mailboxes 91
About the passwords 92
Incorrect password lock-out 92
Password expiry 92
Enabling external initialization 93
Configuring the Company Directory 94
Setting up Outbound Transfer 95
Designating the number of channels for Off-premise Message
Notification and Outbound Transfer 95
Enabling and disabling the General Delivery Mailbox 96
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Set Up and Operation Guide P0886600 Issue 1.0
Setting up the Operator’s Mailbox 96
Broadcast and Group messages 97
Sending Broadcast Messages 97
Sending Group Messages 98
Preparing a Group List 99
Adding a Group List 100
Changing a Group List name and Company Directory recording 101
Changing and viewing the members of a Group List 103
Changing the Group List leading digit 104
Deleting a Group List 105
Sending a Group Message 106
Canceling Off-premise Message Notification from a called number 107
Caller ID (CLID) 107
Chapter 10 Mailbox Feature Codes 109
Overview 109
Programing the feature codes 109
Programing a memory button 109
Determining the Feature Codes 110
Verifying the Feature Codes 112
Leave a Message 112
Open Mailbox 112
Operator Status 113
System Administration 113
Norstar Voice Mail Directory Number 113
Transfer to Mailbox 113
Interrupt a Message 114
Chapter 11 Overview of Custom Call Routing 117
Planning and Designing a CCR Tree 119
About the CCR Tree structure 120
Destination Types 121
Paths 122
Chapter 12 Building, Saving, and Enabling a CCR Tree 123
Overview 123
Tools and materials 123
Feature 983: Custom Call Routing (CCR)
124
Beginning a new CCR tree and recording the Home Menu voice
prompt 126
Beginning to build a new tree 126
How to Record the Home Menu Voice Prompt 126
Adding a Sub-menu 128
Contents
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P0886600 Issue 1.0 Set Up and Operation Guide
Adding an Information Message 129
Assigning the Destination Type 130
Adding a place to Leave a Message 130
Adding a Transfer 131
Adding a Transfer to an internal DN 131
Adding a Transfer to an external number 132
Saving a CCR Tree 135
Enabling a CCR Tree 135
Assigning a CCR Tree to a Greeting Table 136
Making a CCR Tree a destination within the Caller ID Table 137
Testing a CCR Tree 137
Chapter 13 Changing or Deleting a CCR Tree 139
Overview 139
Tools and materials 139
Precautions 139
Programing diagram for changes to a CCR Tree 139
Disabling a CCR Tree 141
Removing Caller ID (CLID) numbers from a CCR tree 142
Accessing the Workspace to change a CCR Tree 142
Changing Options on an existing CCR Tree 143
Adding an Option 143
Changing the Home Menu or a Sub-menu 144
Changing an Information Message 145
Changing a Leave Message option 146
Changing the Destination Type 147
Changing a Transfer 148
Erasing a Path 148
Deleting a Tree 149
Chapter 14 Using Norstar Voice Mail (NVM) Manager 153
Overview 153
Installation overview 154
NAM network prerequisites 154
PC prerequisites 154
Installing the Norstar Voice Mail Manager client software 154
Starting the Norstar Voice Mail Manager client software 155
Removing the Norstar Voice Mail Manager client software 156
Chapter 15 Backing up and Restoring programing 159
Overview 159
When to perform a backup or restore 159
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Set Up and Operation Guide P0886600 Issue 1.0
Backing up Norstar Voice Mail programing 160
Restoring a Norstar Voice Mail system 161
Chapter 16 Resetting and Initializing programing 163
Overview 163
Resetting Norstar Voice Mail 163
Initializing Norstar Voice Mail 165
Chapter 17 Norstar Voice Mail Reports 167
Overview 167
Directory Report (1) 168
Numeric Mailbox Report (2) 168
System Group List Report (3) 169
Message Usage Report (4) 170
Mailbox Activity Report (5) 170
Caller ID (CLID) Report (6) 172
Dialing Translation Report (7) 172
Alarm Report (8) 172
Custom Call Routing Report (9) 173
NVM Call Handling and Port Usage Report (10) 174
NVM Call Handling and Port Usage Report Part 1 174
NVM Call Handling and Port Usage Report Part 2 175
NVM System Configuration Report, Part 2 177
NVM System Configuration Report, Part 3 178
NVM System Configuration Report, Part 4 179
Fax-on-Demand Usage Report (12) 179
Connecting a printer to the NAM 180
About the printer 180
Printing Reports 180
Printing the Tree Reports 181
Chapter 18 Norstar Voice Mail Troubleshooting 183
Overview 183
System trouble 183
Automated Attendant does not answer any calls 183
Call display information is lost 183
TheAutomatedAttendant transfers some callers to the General Delivery
Mailbox 184
Greetings are played at the wrong time of day 184
Greetings are played on the wrong line 184
A telephone cannot be forwarded to Norstar Voice Mail 184
Feature 981 produces a Log prompt on the Norstar display 184
Contents
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P0886600 Issue 1.0 Set Up and Operation Guide
Mailbox owner is unable to reply to an external caller, use Off-premise
Message Notification or Outbound Transfer 185
Norstar DNs and mailbox numbers are different lengths 185
The date and time are wrong 185
Operating trouble 186
You cannot access a line or a line pool 186
Personalized Greetings do not play 186
Mailboxes are not accepting messages 186
Messages are being lost in a mailbox 186
A mailbox owner lost the mailbox password 187
A mailbox owner cannot access their mailbox 187
A mailbox is not in the Company Directory 187
Calls are being answered by the wrong mailbox 187
A mailbox cannot be added to Norstar Voice Mail 187
You cannot enter a name for a mailbox 187
Incomplete messages are received in a mailbox or “Message delivered”
plays while recording a message, or a NorstarVoice Mail session ends
unexpectedly 188
You cannot create a Group List 188
Custom Call Routing (CCR) trouble 188
Norstar Voice Mail does not accept a Path number 188
Interruptions while building or changing the Tree 189
A Tree cannot be saved 189
The Tree cannot be deleted 189
The Tree cannot be enabled 189
The Leave Message Point mailbox is full 189
Deleting a mailbox 189
Norstar Voice Mail Error Messages 190
Appendix A: Dialing Translation 194
Overview 194
How the Dialing Translation Table works 194
Phone number Translation 194
Network Access 196
Dialing Translation Parameters 196
Setting the Dialing Translation Parameters 197
Building a Dialing Translation Table 199
Reviewing entries in the Dialing Translation Table 200
Finding an entry in the Dialing Translation Table 201
Changing an entry in the Dialing Translation Table 202
Deleting a Dialing Translation Table entry 203
Using a PC to Create a Dialing Translation Table 204
Creating the Dialing Translation Table file 204
Installing a PC generated Dialing Translation Table 205
Creating a DOS system disk 206
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Set Up and Operation Guide P0886600 Issue 1.0
Creating an Autoexec.bat file 206
Loading the files onto the DOS system disk 207
Loading the Dialing Translation Table file onto the NorstarVoice Mail
system 207
Appendix B: Norstar Configuration Tips and Norstar Feature
Compatibility 209
Overview 209
Delayed answering by the Norstar Voice Mail Automated Attendant 209
Ringing lines and answer buttons 210
Ringing Answer Button 210
Using Call Forward All Calls (CFAC) and Call Forward No Answer
(CFNA) 210
Sample Norstar Voice Mail set ups 211
Setting Up for a small company 211
Setting Up for a medium sized company 213
Feature Compatibility 216
Appendix C: Default Configuration Values 221
Configuration default menus 225
Glossary 227
Index 237
P0886600 Issue 1.0 Set Up and Operation Guide
NORTHERN TELECOM END-USER SUB-LICENSE
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Set Up and Operation Guide P0886600 Issue 1.0
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P0886600 Issue 1.0 Set Up and Operation Guide
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2
Getting started
Set Up and Operation Guide P0886600 Issue 1.0
P0886600 Issue 1.0 Set Up and Operation Guide
Introduction
About Norstar Voice Mail
Norstar Voice Mail is a comprehensive automated attendant and voice mail system
that offers advanced capabilities such as fax mail, Dial-by-Name, and Custom Call
Routing. It is a versatile business communications tool that you can use to answer
incoming calls, offer callers a selection of options to route their calls or access
information, and provide voice messaging service.
Norstar Voice Mail is designed to work with your Norstar telephone system,
allowing you easy access and programing using the display of any Norstar two-line
display telephone. Norstar Voice Mail can also be programed with Norstar Voice
Mail Administration software and the optional application, Norstar Voice Mail
Manager.
For more information on installing and using Norstar Voice Mail Manager see
"Norstar Voice Mail Manager" on page 151.
The following is a brief description of the four main components of Norstar Voice
Mail and how they enhance your office communications.
Automated Attendant
Answers your business calls promptly, 24 hours a day, with a Company Greeting.
A voice prompt then offers callers a menu of options to direct their call by selecting
a digit on the dialpad.
Voice messaging
Accurately records callers’ messages and stores them in a mailbox for easy
retrieval. Each Norstar telephone in your system can have its own mailbox as well
as personal greeting.
Custom Call Routing (CCR)
Replaces the Automated Attendant menu with a customized CCR Home Menu to
offer callers a wider range of call routing options and access to sub-menus as well
as information messages. CCR allows you to determine the menu options and
record the voice prompts that guide callers along call paths.
Networking
Includes General Networking parameters, Audio Messaging Interchange
Specification (AMIS)-specific parameters, Digital Networking-specific
parameters, AMIS Site Administration and Simple Mail Transfer Protocol (SMTP)
Site Administration. Refer to "The Norstar Voice Mail document set" on page 8 to
locate information about Networking.
1
4
Introduction
Set Up and Operation Guide P0886600 Issue 1.0
Two methods for programing Norstar Voice Mail
Norstar Voice Mail programing can be administered by two methods:
ƒ
·
°
‹
, which this guide covers in detail or by Norstar Voice Mail Manager.
The Norstar Voice Mail programing administration comparison table below lists
the types of programing functions that can be performed by each method.
Table 1 Norstar Voice Mail programing administration comparison
Administration function
ƒ·°‹
Norstar Voice Mail
Manager
Mailbox
Add Mailbox
√
√
Create Mailbox Utility
(subscriber only)
√
√
Change
√
√
Delete
√
√
Automated Attendant (AA)
Return to AA
√
√
Edit Greeting Tables
√
√
Line Configuration
√
√
Record Greetings
√
Calling Line
Identification Table
Administration
√
√
Touchtone Greeting
√
√
Custom Call Routing (CCR) Tree
Add
√
Change
√
Delete
√
Networking
General Networking
Parameters
√
√
AMIS-specific
Parameters
√
√
Digital Networking-
specific Parameters
√
√
AMIS Site
Administration
√
√
SMTP Site
Administration
√ √
Introduction 5
P0886600 Issue 1.0 Set Up and Operation Guide
Administration feature
ƒ·°‹
Norstar Voice Mail
Manager
FAX FAX Parameters √ √
Loading Faxes √
Reports Directory √ √
Mailbox Information √ √
Group List √ √
Message Usage √ √
Mailbox Activity √ √
Calling Line Information √ √
Dialing Translation √ √
Alarm √ √
CCR Tree √ √
Class of Service √ √
Call Handling & Port
Usage √ √
System Configuration √ √
Fax-on-Demand Usage √ √
General Voice Mail Enable/
Disable √ √
General Delivery
Mailbox Enable/
Disable
√ √
Norstar Voice Mail
Version Number √ √
Number of Outdial
Channels √ √
Backup and Restore √
Dialing Translation
Table √ √
Dialing Translation
Parameters √ √
Editable Classes of
Service √
6Introduction
Set Up and Operation Guide P0886600 Issue 1.0
How this Guide is organized
This Guide is intended to lead a System Coordinator through setting up your Voice
Mail system and serve as an ongoing reference aid. With this in mind, you should
read the Guide carefully to understand how to set up and administer your Voice
Mail system.
The instructions contained in this Guide are presented in easy-to-follow steps that
cover all aspects of setting up and administering your Norstar Voice Mail system.
This section tells you what to expect as you read the guide, and how information is
presented.
The Appendices located at the back of this Guide include detailed information on
topics relevant to setting up and operating the Norstar Voice Mail system.
The Norstar Voice Mail Set Up and Operation Guide is organized into six main
sections.
Section Chapter(s) Topic(s)
I. Getting Started Introduction A brief overview identifying the organization of this
guide and the conventions used for set up and operation
steps
Setting up Norstar
Voice Mail Overview of how Norstar Voice Mail works. This section
defines the terms used in the set up and operation tasks.
This section also provides a summary of the System
Coordinator’s tasks.
II. Automated
Attendant (AA) Setting up an AA Steps for setting up the Automated Attendant
AA Status settings How to configure your company’s Norstar Voice Mail
III. Mailboxes Overview of Mailboxes Introductory information about Mailboxes
Special Mailboxes:
General Delivery and
System Coordinator
Set up and initialization steps for the Special Mailboxes
Creating Mailboxes Steps to create the Mailboxes
Changingand Deleting
Mailboxes Steps to change and delete Mailboxes
Mailbox
Administration Tasks Administering the Special Mailboxes, and how to
maintain User Mailboxes, Guest Mailboxes, and
Information Mailboxes
Mailbox Feature Codes Feature Codes and what they do
IV. Custom Call
Routing
(CCR)
Overview of CCR How CCR works and the information needed before
CCR can be set up
Building, Saving, and
Enabling a CCR Tree Steps to set up and enable new CCR Trees
Changing or Deleting
a CCR Tree Steps to change or delete existing CCR Trees
V. Norstar Voice
Mail Manager Overview of the NVM
Manager Steps to install, run and remove NVM manager client
software
Table of contents
Other Norstar Voicemail manuals
