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NEC America, Inc. reserves the right to change the specifications, functions, or features, at any time, without notice. NEC America, Inc. has prepared this document for the use by its employees and customers. The information contained herein is the property of NEC America, Inc. and shall not be reproduced without prior written approval from NEC America, Inc. Electra Elite and InfoSet are registered trademarks of NEC America, Inc. Copyright 2000 NEC America, Inc. 1555 Walnut Hill Lane Irving,
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Preface G I ENERAL NFORMATION This book is intended to help in the installation, system administration, and maintenance of the InfoSet 408 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 installation, maintenance, and troubleshooting. ABOUT THIS MANUAL This manual provides information about the syste
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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 InfoSet 408 VM, Voice Processing System, Technician’s Guide (Stock Number 760417) InfoSet 408 Voice Mail User Guide (Stock Number 750204-0) InfoSet 408 System Manual (
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Table of Contents Chapter 1 System Overview Section 1 Welcome to Infoset 408 Voice Mail................ 1-1 1.1 System Conversations ........................... 1-1 1.2 System IDs ............................................ 1-1 1.2.1 Subscribers Have Personal IDs ...............................................1-2 1.2.2 System Manager’s Password .... 1-2 Section 2 System Manager Responsibilities ................... 1-2 Section 3 Using the System Manager’s Conversation .... 1-3 3.1 System Mana
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Issue 1 NEC America, Inc. 3.3.7 Groups (Press 0) ....................... 1-6 Chapter 2 Planning Your System Section 1 How The System Handles Calls...................... 2-1 1.1 What Does the Automated Attendant Do? ........................................................ 2-1 1.1.1 Callers Route Themselves ......... 2-2 1.1.2 Fax Routing, Detection, And Notification .................................. 2-2 1.1.3 Call Routing Keys Give Quick Access ........................................ 2-3 1
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NEC America, Inc. Issue 1 2.3.1 System Schedule ....................... 2-7 2.3.2 Your Organization’s Schedule ... 2-8 Chapter 3 Setting Up Your System Section 1 Understanding Your System Setup ................. 3-1 Section 2 Setup Information Record ............................... 3-1 Section 3 Getting Started ................................................ 3-2 Section 4 Recording Your Opening Greeting .................. 3-3 Section 5 Setting Up Your System Schedule .................. 3-4 Se
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Issue 1 NEC America, Inc. Section 2 Creating A Special Opening Greeting For Holidays ........................................................... 5-1 Section 3 Changing the Extension For the Operator Mailbox Or the Fax Machine ........................... 5-2 Section 4 Adding And Deleting Voice Mailboxes ............ 5-3 Section 5 Message Groups............................................. 5-4 Section 6 Monitoring System Status ............................... 5-5 Chapter 6 Expanding Your System
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System Overview SECTION 1 WELCOME TO INFOSET 408 VOICE MAIL ™ InfoSet 408 Voice Mail (VM) allows you to configure your voice mail and call handling system to best meets the needs of your organization. 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
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Issue 1 NEC America, Inc. organization’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 ext
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Issue 1 NEC America, Inc. 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 technician has set up and guides you th
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Issue 1 NEC America, Inc. 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 InfoSet 408 Voice Mail. Once you access the conversation, you follow simple instructions, either by pressing 1 for Yes or 2 for No, or by selecting choices from short menus. The system manager’s conversation outlined in the System Manager’
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Issue 1 NEC America, Inc. the system manager’s conversation for that option. After you have accessed the conversation, simply follow the instructions given by selecting 1 for Yes and 2 for 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
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Issue 1 NEC America, Inc. 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) 1 - 6 InfoSet 408 System Manager’s Guide
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Planning Your System SECTION 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 InfoSet 408 Voice Mail primarily for its voice mail features. Or you may want to use its automated
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Issue 1 NEC America, Inc. 1.1.1 Callers Route Themselves Through the automated attendant, external callers can reach a person directly by dialing 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. Note: The system directory is automa
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Issue 1 NEC America, Inc. 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. Call
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Issue 1 NEC America, Inc. 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. 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 supporte
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Issue 1 NEC America, Inc. Note: Record a new holiday greeting before each holiday. For best results, your greeting should convey all the necessary information in the least amount of time. You need to include: Your organization’s name How to reach an extension with a touchtone 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 touchtone telephone Explaining all of y
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Issue 1 NEC America, Inc. “Hello. Thank you for calling Omni Corporation. If you are calling from a touchtone telephone, you may enter the extension at any time. If you do not know the extension, enter 800 for a directory. Otherwise, please stay on the line and an operator will be right with you.” 2.1.2 Night Greeting “Hello. Thank you for calling Omni Corporation. Our normal business hours are 9 A.M. to 5 P.M., Monday through Friday. If you are calling from a touchtone telephone, you may enter
