Embedded Voice Mail - Detailed Description

Auto Attendant Features

Open and Closed Greetings

The company greeting can be programmed to automatically change from open business hours to closed or after hours.

Temporary Greeting

A Company Greeting can be programmed for use over holidays or shutdowns. The greeting will automatically expire after a specified number of days.

Alternate Greetings

Each port can use one of eight alternate greeting sets (Open, Closed, or Temporary) to allow special greetings per port. This feature is useful in multi-tenant configurations

Guest Login Greeting

The Guest Login Greeting applies to hotel/motel installations. Guests hear the greeting when they log in to the voice mail system.

Bilingual Prompts

Can be set up to play voice mail prompts in any two of  the languages available. Outside callers choose the language they want, when prompted by the auto attendant. Subscribers can request their preferred language from the system administrator.

Play Greeting by Incoming Trunk Assignment

Each port can be assigned to answer calls on specific incoming trunks and play a greeting based on the destination dialed – for example, Sales, Shipping and Receiving, Customer Service. This feature is also useful in multi-tenant-type applications where the voice mail system services two or more businesses.)

RAD Greetings

Provides the ability to play greetings through a voice mail port (RAD port).

Flexible Mailbox Numbering (Dial plan)

In addition to supporting single-digit mailboxes (1 - 8), a mailbox dial plan from two to six digits (one digit less the extension dial plan limit of seven digits) can be selected.

Directory

Also known as Dial by Name. Allows callers to reach a mailbox user from the Auto Attendant by dialing the user's name on the keypad. The system can be configured for either first name dialing or last name dialing. See Directory for more information.

Control Call Answer Time By Port

The number of rings to wait before the Auto-Attendant will answer can be controlled on a port-by-port basis (can also be set to immediate and never answer).

Caller Type-Ahead

Callers who are familiar with the system may enter their key pad selections without waiting for the system prompts.

Operator Revert

Callers may reach a live attendant at any time by dialing "0".

Fax Finder

Detects an incoming fax tone and directs it to the fax mailbox/extension.

Operator Transfer to a Mailbox

Allows an operator to transfer an outside caller to a specified mailbox where the caller will immediately hear the subscriber's personal greeting and will be prompted to leave a message.

Transfer to Any Extension

Allows the user to dial any internal extension defined in the system.

Quick Message Feature

Allows a caller reaching the auto-attendant to leave a message in a specific mailbox without transferring to the mailbox extension and possibly speaking live with the subscriber.

Multiple Message Capability

Allows an outside caller to leave more than one voice mail message per call, therefore saving on toll charges.

Auto Attendant Transfer with Supervision

The Auto Attendant can transfer calls with or without supervision.

With Unsupervised Transfer, calls to non-forwarded extensions that are busy or unanswered do not return to the Auto Attendant for further processing. The caller must hang up and call the voice mail system again to attempt another action.

With Supervised Transfer, the call returns to the auto attendant for further processing  if the transfer cannot be completed.

User Programmable Dial 0 Extension

Allows the user to program the dial 0 extension to any internal extension, for example, a personal or departmental secretary.  The administrator can override the system default ("0" for the operator) with any valid phone number, including an external number or even a long distance number. The administrator can also override the system default on an extension by extension basis, with any valid phone number.

Voice Mailbox Features

Personal Greetings/Name

Subscriber name and a personal greeting can be recorded by each mailbox user.

The greeting plays when a caller reaches a user's mailbox and can include a fixed system prompt that instructs the caller to leave a message or to press a key for further options.

The three parts of the greeting—mailbox name, greeting body, and fixed system message or prompt—are optional. You can control which parts play by editing the user's mailbox settings. You can also replace the personal greeting with a uniform company greeting, such as "Welcome to ABC Corporation. That extension is not available. Please leave a message."

Message Prologue

Informs subscribers when they access their mailbox how many new or saved messages they have (if any).

Temporary Greeting

A personal greeting set for a specific number of days (with automatic expiration) can be recorded by each subscriber.

Busy/No Answer Greeting

When a call is routed to a user's mailbox, the system prompt will inform the caller whether the user on the phone or away from their desk, and then play the user's personal greeting.

Password Protected Mailboxes

Access to subscriber mailboxes requires a password.

Bypass Password for Authenticated Users

External Hot Desk Users authenticated by the Call Recognition Service bypass the normal voice mail log-in procedure and given immediate access to their mailbox.

Message Envelope

When the subscriber plays a message, the date and time of the message are played before the message content. During the message playback (or right after), the subscriber can press the 6 key to listen to the date, time, and caller name or number for this message.

The playback content is summarized as follows:

• The caller who left the message is from a PRI trunk with ANI
  Pressing 6 during playback the user hears "Date/Time," + "Outside caller" + ANI

• The caller who left the message is from internal user with mailbox -name recorded.
  Pressing 6 during playback the user hears "Date/Time,"+ "recorded name"

• The caller who left the message is from internal user without mailbox
  Pressing 6 during playback  the user hears "Date/Time," + "Outside caller"

• Note: If the message is urgent, this is stated in the message information, before the date and time.

Message Length

Unlimited message length with a 5 minute continuation prompt.

Saved Messages

Messages may be saved by a subscriber. They will be automatically purged from the system after 15 days (or as reprogrammed) or you can specify that saved messages are never deleted. New messages are never purged automatically. The saved messages are played in last-in first played order.

Message Review

Allows immediate replay of a message, including message envelope (time stamp, calling party information).

Message Erase

Allows immediate deletion of a message from the system. The message cannot be subsequently restored; deletion is immediate and permanent.

Message Reply

Allows immediate reply to a message received from another internal mailbox subscriber.

Message Forward

Allows messages to be forwarded to other subscribers and distribution lists with or without a pre-appended comment. Messages can also be manually or automatically forwarded to a programmed Email address (Forward to Email).

Message Keep/Skip

Allows subscribers while listening to a message to advance to the next new message (if any). Each new message played is marked as "saved"

Message Rewind/Hold/Fast Forward

Allows subscribers to rewind, fast forward, or pause messages for several seconds.

Urgent Messages

The message receives priority placement in the listener's mailbox.

Private Messages

The message cannot be forwarded to another subscriber's mailbox.

Certified Messages

On internal calls, the sender will be notified when the recipient has read the message.

Message Send Actions

Callers will have the ability to review, re-record, and append to a message before sending it. A message can also be cancelled prior to sending.

Message Addressing

Subscribers can address messages to multiple recipients and hear the recipient's name played back to confirm valid entry of mailbox numbers.

Memo

Subscribers will have single-digit access to send a message to their own mailbox, for future reminders and memo-type messaging.

Message Notification

The subscriber will be notified that they have received a message by the message light on their phone (MWI), and optionally by setting the notification type to one of the following options, which will cause the voice mail system to call:

• the mailbox's associated extension number, for analog phone extensions or phones without a message light (prompts called party to log into their mailbox).

• an outside number (prompts called party to log into their mailbox).

• a message pager (plays an audio message indicating messages are waiting).

• a tone-only pager (simply hangs up after a far connection is made).

• a digital pager (plays DTMF digits corresponding to a system-wide callback number along with the specific mailbox number).

Notification options may be changed by the system administrator. They may also be modified by the mailbox owner if permission is granted by the system administrator.  In addition to the notification type, the phone number and schedule are configurable. The schedule determines whether paging occurs:

• around the clock, regardless of the business schedule.

• only during open business hours.

• only during closed business hours.

• never (disabled until the schedule is changed to one of the three previous schedule options).

Finally, a mailbox may be configured to do non-MWI notification only in response to urgent messages (as opposed to all messages).

By default, a busy or no answer condition detected on a notification call will result in two additional retries occurring at 15 minute intervals. All notification results are posted to the system log file.

Outside Message Notification Calls

The administrator will configure a trunk access code for use in all outside notification calls.  The trunk access code will control the lines to be used for notification.

Distribution Lists, Broadcast Message

Allows 50 system-wide and 10 (per mailbox) personal distribution lists as well as a broadcast message facility to deliver a message to all mailboxes.

Personal Contacts

Allows callers to a voice mailbox to transfer the call to any one of the predefined numbers (cell phone, fax number, other voice mailbox, etc.) instead of leaving a voice message.

Transfer to Auto Attendant

Allows callers to a voice mailbox to transfer to the Auto Attendant, where they can call another extension by dialing the extension or using the Directory (if available).

New Mailbox Tutorial

The system will guide the user through the steps required for initial configuration of mailbox, including specification of a (non-default) passcode and recording of a personal greeting and name.

Mailbox Types

The following mailbox types are available:

Extension - the auto-attendant will transfer a caller to the mailbox's associated extension. If the called party is busy or does not answer, the caller will be prompted to leave a message in the mailbox. The extension mailbox may be linked to other mailboxes for transfer only (dual mailboxes). This permits the caller to transfer to other mailboxes in the same department.

Message-Only - the auto-attendant will not attempt a transfer but will immediately prompt the caller to leave a message in the mailbox.

Transfer-Only - the auto-attendant will transfer a caller to the mailbox's associated extension but will not take a message if the called party is busy or does not answer.

Information-Only - the auto-attendant will only play the mailbox greeting; no transfer or prompt to leave a message will occur.

Menu Node Mailboxes - allow you to set up a hierarchical menu structure for multi-level auto attendant (MLAA) operation. In an MLAA system, callers reaching the Auto Attendant are routed from the main menu through to one or more additional sub menus until their call is answered. The system plays greetings for this type of mailbox and transfers callers from the mailbox to other mailboxes or extensions.

Guest - provide guests in hotels/motels with basic voice mail functionality: playing messages, record personal greetings, and setting wake-up calls. This mailbox type is only available if the Hospitality Option is enabled.

Front Desk - used by front desk staff in hotels/motels to administer guest mailboxes. Administration functions include setting the status of a guest mailbox to checked-in or checked-out and the language for the mailbox voice prompts.

Dual Mailboxes

A transfer-only mailbox can be linked to the same extension as an existing extension-type mailbox. This enables, for example, a single mailbox for a sales department and the sales manager.

Softkey Integration

Users with Mitel telephones can press softkeys instead of dialing codes to select menu options  For example, to listen to message, a user can press the Play Message softkey instead of dialing the digit 7.

Mailbox Lockout

Locks any passcode-protected mailbox after three unsuccessful attempts to log in. To unlock the mailbox, the administrator resets the passcode from the TUI,or the System Administration Tool (applies to non-administration mailboxes only). For more information, see Mailbox Lockout.

Other Features

Compression

Voice mail ports support G.729a compression. This applies to all types of voice mail ports, including RADs, Music on Hold and Auto Attendant.