Voice Response System (VRS)

Transcription

1 Voice Response System (VRS) Feature Availability Available (requires IntraMail license) - 16 Channels (shared with voice mail). Description The IntraMail daughter board provides the option for Voice Response System (VRS) which gives the UX5000 voice recording and playback capability. The VRS CompactFlash card provides up to 100 system messages (General Message, Automated Attendant greetings, ACD messages, and the 900 Preamble). In addition, the Personal Greeting and Park & Page options can have up to 200 messages (note that the Park & Page feature uses 2 messages). This enhances the UX5000 with: General Message - provides a prerecorded message to which any user can listen Personal Greeting - lets an extension user record a message and forward their calls. Callers to the extension hear the recorded message and are then redirected. Park and Page - parks a call at an extension and automatically pages the user to pick it up Automated Attendant (Operator Assistance) - answers incoming calls, plays a greeting to the caller and then lets the caller directly dial a system extension ACD Messages - provides announcement and overflow messages for ACD groups (refer to the ACD feature in the UX5000 Software Manual for the related VRS programs) Transfer to the VRS - any extension user can Transfer their outside call to the VRS Voice Prompting Messages - plays call and feature status messages to users 900 Preamble - alerts callers using 900 lines of the cost and features of the pay-per-call service Time, Date and Station Number Check - lets a keyset extension user quickly hear a recording for the time, date, or the extension s number. VRS Messages The VRS allows you to record up to 100 VRS messages. You allocate these messages for Automated Attendant greetings, the General Message, ACD messages and the 900 Preamble message. The total storage time for all VAU messages is approximately 200 minutes. The maximum duration for any type of message is 2 minutes - this is not programmable. VRS messages are battery backed up. Any on-premise extension caller can listen, record and erase VRS Messages (unless restricted in programming). DISA and DID callers can listen and record VRS messages (unless restricted in programming). General Message A General Message is a prerecorded message available to all callers. A General Message typically contains important company information that all employees should hear. To hear the General Message, an employee can go to any keyset and press 4 (for General Message). You can restrict the ability to record the General Message in an extension s Class of Service. This allows you to give recording capability to the System Administrator or Communications Manager, for example, but not any employee. The MW LED at each terminal flashes when a new General Message is recorded. Once the extension user listens to the message, the MW LED goes out. UX5000 Software Feature Manual Features 701

2 Personal Greeting Personal Greeting allows an extension user to record a message and forward their calls. Callers to the extension hear the recorded message and are then forwarded to the new destination. The Personal Greeting and Park & Page options can have up to 200 messages total (note that the Park & Page feature uses 2 messages). With Personal Greeting, an extension user can add a personal touch to their Call Forwards. For example, a user can record: Hi. This is John Smith. I ll be out of the office today. In my absence, Mary Jones can answer all your questions. Please hold on for Mary. After they record their Personal Greeting, the extension user chooses the condition that will activate Personal Greeting. Personal Greeting will activate for: Calls to the extension when it is busy or not answered All calls immediately Calls to the extension that are unanswered The extension user then selects the destination for their calls. The choices are: A co-worker s extension Personal Greeting only (without forwarding) The extension user s own subscriber mailbox (if Voice Mail is installed) Off-Premise via Common Abbreviated Dialing In addition, the user can have Personal Greeting activate automatically for all calls, just CO (trunk) calls or just Intercom calls. When the user implements Personal Greeting for all calls, the UX5000 plays the greeting and reroutes: Calls transferred from the Automated Attendant (OPA) DISA calls ringing the extension DID calls ringing the extension Direct Inward Lines (DILs) ringing the extension Intercom calls With Personal Greeting for only CO (trunk) calls, the UX5000 reroutes all of the calls listed above except Intercom calls. Unique Personal Greeting Conditions If a call comes into the extension when there are no VRS ports available to play the Personal Greeting, the UX5000 forwards the call without playing the recorded message to the caller. If an extension has Personal Greeting (RNA) enabled, Intercom calls that voice announce are not subject to Personal Greeting rerouting. Personal Greeting does not reroute normal Ring Group calls. Calls transferred from a co-worker or Voice Mail route to the forwarding destination without listening to the Personal Greeting. Park and Page When an extension user is away from their terminal, Park and Page can let them know when they have a call waiting to be answered. The Personal Greeting and Park & Page options can have up to 200 messages total (note that the Park & Page feature uses 2 messages). To enable Park and Page, the user records a Personal Greeting along with an additional Paging announcement. Park and Page will then answer an incoming call and play the Personal Greeting to the caller. The caller then listens to Music on Hold (if available) while the UX5000 broadcasts the prerecorded Paging announcement. When the extension user hears the Page, they can go to any terminal and use Directed Call Pickup to intercept the call. 702 Features UX5000 Software Feature Manual

3 For example, John Smith could record a Personal Greeting that says: Hello, this is John Smith. I am away from my phone right now but please hold on while I am automatically paged. The prerecorded Paging announcement could say: John Smith, you have a call waiting on your line. The incoming caller hears the first message and listens to Music on Hold while the UX5000 broadcasts the second message. John Smith could then walk to any terminal and pick up his call. If John doesn t pick up the call, the Page periodically repeats. Park and Page follows the rules for Personal Greeting for All Calls, immediately rerouted. This means that Park and Page will activate for ringing Intercom calls, DID calls and DISA calls. It will also activate for calls transferred from the Automated Attendant. Additionally, calls from the Automated Attendant follow Automatic Overflow routing if not picked up. Park and Page will activate for transferred outside calls but not play the Personal Greeting to the caller. If a call comes in when the specified Page zone is busy, the UX5000 broadcasts the announcement when the zone becomes free. Automated Attendant (Operator Assistance) Automated Attendant automatically answers outside calls, plays a prerecorded greeting and then lets the outside callers directly dial system extensions, Department Calling Groups and Voice Mail. Automated Attendant provides immediate answering and routing of outside calls without the need for an operator or dispatcher. Automated Attendant provides: Single Digit Dialing Single Digit Dialing allows Automated Attendant callers to dial extensions, Department Calling Groups, and Voice Mail by pressing a single digit. For example, your Automated Attendant can greet calls with, Thank you for calling. To place an order, dial 1. To check on an existing order, dial 2. To speak with an operator, dial 0. You can set up single digit dialing for each VRS Message programmed to answer outside calls via the Automated Attendant. This allows you to set up day/night/holiday greetings or unique greetings for each incoming trunk. (Keep in mind that, with a default communications server, if you assign destinations to digits 3, 4 and 5, outside callers will not be able to dial extensions.) Simultaneous Call Answering The Automated Attendant can answer up to 16 calls simultaneously. Flexible Routing The outside caller can directly dial any extension, Department Calling Group or Voice Mail. If the caller dials a busy extension, Automated Attendant allows them to dial another extension or wait for the busy extension to become free. Automatic Overflow Automatic Overflow can automatically redirect a call if it can t go through. This can happen if all VRS ports are busy, if the called extension doesn t answer, or if the caller misdials or waits too long to dial. (This would occur if the caller is using a dial pulse terminal.) When the call overflows, it rings a designated Ring Group or the Voice Mail system. Programmable Automated Attendant Greetings You can record a different greeting for each trunk answered by the Automated Attendant. The greetings can be different in the day, at night or on holidays or weekends. You can also have a special greeting if the caller misdials. You record the greetings just the way you want. For example, Dial the three-digit extension number you wish to reach, dial 500 for Sales or dial 600 for Customer Service. When assigning and recording Automated Attendant greetings, you can choose among the 100 VRS messages. UX5000 Software Feature Manual Features 703

4 VRS Waiting Message Using VRS Waiting Message, the UX5000 can automatically answer an incoming trunk call first (either a normal trunk or one designated for a department group) to let the outside caller hear a recorded message when the call is not answered in a programmed period of time. With this feature, the call keeps ringing at the same destination until it is answered or until other programming, takes affect. This feature can use up to two messages for an incoming call and the duration between the messages is programmable. These messages will be repeated and, between these messages, either ring back tone or Music on Hold can be played. This feature has two different modes: Permanent Mode This mode sets the feature using UX5000 programming and is available for the following types of calls. A. Normal Incoming Call When the call is not answered or a user presses the VRS Waiting Message function key, this feature will be initiated. The waiting message will be played until other no-answer program (transfer to another incoming ring group, disconnect, etc.) takes affect. B. Designated Call for the Department Group When a department group receives a call from a DID, DIL, DISA or E&M trunk and all terminals in the group are busy, the call will be put in a queue and VRS Waiting Message will be also be initiated. The waiting message will be played until other no-answer program (transfer to another incoming ring group, disconnect, etc.) takes affect or a terminal becomes available to receive the department call. Manual Mode This mode can be programmed by pressing the "VRS Waiting Message" function key from a KST to set this feature for each incoming ring group. This mode can be used for normal incoming calls only. The following programs would be used to define the VRS Waiting Message feature and the trunk overflow: : Service Code Setup (for System Administrator), VRS - Record/Erase Message 15-07: Programmable Function Keys Incoming Call Queuing Setup (Function Number 52) Queuing Message Starting (Function Number 53) : Department Group Basic Data Setup, Queuing for Extension Group Call : Class of Service Options (Administrator Level), VRS Record : Ring Cycle Setup, VRS Waiting Message Incoming Call : System Options for Incoming Calls, DIL No Answer Recall Time : System Options for Incoming Calls, DID Pilot Call No Answer Timer : System Options for Incoming Calls, VRS Waiting Message Operation : System Options for Incoming Calls, VRS Waiting Message Interval Time : DIL/IRG No Answer Destination xx: VRS Delayed Message for IRG xx: VRS Waiting Message for Department Group : System Timers for VRS/DISA, VRS/DISA No Answer Time : System Timers for VRS/DISA, Disconnect after VRS/DISA re-transfer to IRG 704 Features UX5000 Software Feature Manual

5 Transfer to the VRS Any extension user can Transfer their outside call to the VRS. This lets their caller take advantage of the Automated Attendant s extensive routing capabilities. To Transfer the call, the user simply places the call on Hold, dials the unique VRS service code (set up in UX5000 programming) and hangs up. Voice Prompting Messages The VRS feature provides the UX5000 with Voice Prompting Messages. These Voice Prompting Messages tell the extension user the status or progress of their call. For example, if a user calls extension 300 when it is busy, they hear, Station 300 is busy. For Callback, dial 2. The following table shows the available Voice Prompting Messages. Voice Prompting Messages Group Number Text Group 1: VAU/VRS Prompts 1 P00 For English (Depends on language; i.e. For Japanese, For Spanish, etc.) 1 P01 The number you have dialed is not in service. 1 P02 Vacant number. 1 P03 The time is 1 P04 The date is 1 P05 This is extension 1 P06 Your calls have been forwarded. 1 P07 All lines are busy, for call back press 2 or the call back key. 1 P08 Extension 1 P09 is busy, for call back press 2 or the call back key. 1 P10 Your call cannot go through, please call the operator. 1 P11 Please do not disturb. 1 P12 Please hold on, your call is being rerouted. 1 P13 Please hold on, all lines are busy, your call will be answered when a line becomes free. 1 P14 Hello. 1 P15 is busy, for callback dial 1 P16 All lines are busy, for callback dial 1 P17 The lowest cost line is busy; please wait for the next one. 1 P18 You have a message. 1 P19 is unavailable. 1 P20 Please dial a new extension. 1 P21 or dial 1 P22 to wait. 1 P23 to leave your number. 1 P24 Dial POUND to call you back at 1 P25 Please enter your area code and telephone number. UX5000 Software Feature Manual Features 705

6 Voice Prompting Messages Group Number Text 1 P26 Please enter an account code. 1 P27 Recording finished. 1 P28 To listen, dial 1 P29 To erase, dial 1 P29a To delete, dial 1 P30 To re-record, dial 1 P31 To save, dial 1 P32 Thank you. 1 P33 You are caller number 1 P34 Thank you for calling. Our company requires that all callers provide Caller ID notification. Please call back again, dial 186 prior to dialing the phone number. 1 P35 I m sorry; I am unable to take your call right now. 1 P36 Thank you for calling. We are experiencing a heavy volume of calls right now. Please hold on for the next available agent or call back again later. 1 P37 Thank you for calling. We are experiencing a heavy volume of calls right now. Please call back again later. We apologize for any inconvenience. 1 P38 Thank you for calling. Our business is closed for the day. Please call back again tomorrow. 1 P39 Good morning. It is time to wake up. 1 P40 dial 1 P41 pound 1 P42 star 1 P43 zero 1 P44 hundred 1 P45 thousand 1 P46 This 1 P47 is 1 P48 dash 1 P49 Telephone number 1 P50 the password. 1 P51 Please enter 1 P52 the number. 1 P53 Please press the call button on your telephone. 1 P54 Calling an emergency contact right now. Please hold on. 1 P55 That line is busy. Please hang up and try again later. 706 Features UX5000 Software Feature Manual

7 Voice Prompting Messages Group Number Text 1 P56 Your call has been forwarded. 1 P57 Reserved 1 P58 It is set for (i.e. It is set for 10:00 ) 1 P59 It has been set for (i.e. It has been set for 10:00 ) 1 P60 Please call again at (i.e. Please call again at 10:00 ) 1 P61 Now calling 1 P62 The setting has been cancelled. 1 P63 Good morning. 1 P64 <chime tone> 1 P65 The extension you have called is not available now. 1 P66 <unused> 1 P67 <unused> 1 P68 message 1 P69 messages 1 P70 (Mandarin Chinese only) 1 P71 (Mandarin Chinese only) 1 P72 (Mandarin Chinese only) 1 P73 It is set for (i.e. It is set for ) 1 P74 (Mandarin Chinese only) 1 P75 It has been set for (i.e. It has been set for ) 1 P76 Please call again at (i.e. Please call again at ) 1 P77 (Japanese only) 1 P78 (Japanese only) 1 P79 (Japanese only) 900 Preamble If the UX5000 has trunks that are part of a 900 (caller paid) service, the VRS can automatically play a prerecorded message when a user answers the call. This prerecorded message should describe the 900 service features and cost. The 900 Preamble ensures that the caller is always aware that they have accessed a 900 pay- per-call service. A UX5000 user cannot converse with the caller until the preamble message ends. If the caller hangs up before the message completes, they are not charged for the call. If the caller waits for the message to end, they can talk to a user and call charging begins. The UX5000 will answer as many 900 calls as there are available VRS ports. If a 900 calls comes in when all VRS ports are busy, the call will not appear on an extension until a VRS port is available. You can also use the 900 Preamble message to set up an Auto-Answer with Greeting application. When a receptionist answers a call, the VRS can play a preamble message such as, Welcome to ABC Company. How can I help you? When the caller replies, the receptionist answers, One moment please, and quickly extends the call to the desired party. This ensures that all incoming calls are answered quickly, courteously and consistently. UX5000 Software Feature Manual Features 707

8 Time, Date and Station Number Check If the UX5000 has a DSP daughter board installed for VRS, any keyset user can find out the time, date or the extension s number while their terminal is idle (on hook). The time and date check saves the user time since they don t have to look for a clock or calendar. Hearing the extension number conveniently identifies non-display keysets. To find out their extension number, the user presses 6 (for Number). To listen to the time and date, the user presses 8 (for Time). VRS Enhanced with Call Attendant When Receiving Busy/No Answer at Extension When the UX5000 is set up to use VRS greetings for incoming trunks (defined as VRS or DISA in Program ), the UX5000 provides an option for the caller to hear another message when no answer or a busy signal is received at the dialed extension. The caller would then be able to call the operator, leave a message, dial another extension, or transfer to a ring group - based on how the options are set in Program This option can be set for the UX5000 or for each extension. Call Attendant Conditions The VRS must be installed in the UX5000. The extension VRS message can only be provided when the UX5000 is programmed so that the trunks are answered by the VRS or as a DISA trunk. Call Attendant is used only for VRS/DISA trunks (defined in Program as type 1 or 2). Extensions which use the Call Attendant feature will not ring when the extension is included in a Department Group set for All Ring (Program ). Call Attendant will not answer for calls transferred to an extension. When all VRS ports are busy, the Call Attendant message will be played when a VRS port becomes idle. If an extension has Automated Attendant set (Programmable Function Key 70), the Automated Attendant takes priority over the Call Attendant. Conditions Park and Page announcements will only repeat once. VAU Record time is fixed at 2 minutes and it cannot be change. Default Setting Disabled. Programming : Music on Hold Setup - Music on Hold Source Selection The Music on Hold source can be internal (synthesized) [0], from a customer-provided music source [1], service tone provided by the UX5000 [2], or from a pre-recorded music file on the VRS [3]. The customer-provided source can connect to a 2PGDAD or the connector on the CCPU. Trunk MOH and Extension MOH music source use the same Music on Hold source. If this entry is set to "3" for Program and then changed to an entry other than "3", the entry in Program will be reset to "1" : Music on Hold Setup - Music Selection for Internal Source Select the music (1-100) which will be heard by users on hold. Entries are used only when Program is set to 1, 2, or 3. An entry of 0 in will only use 1-3 in this option. 708 Features UX5000 Software Feature Manual

9 : Service Code Setup (for System Administrator) - VRS Record/Erase Message Define the service code to use to record or erase a VRS message (default: 116) : Service Code Setup (for System Administrator) - VRS General Message Playback Define the service code to use to playback the general message (default: 111) : Service Code Setup (for System Administrator) - VRS Record/Erase General Message Define the service code to use to record or erase a general message on the VRS (default: 112) : Service Code Setup (for Setup/Entry Operation) - Call Attendant, Busy Define the service code (up to 8 digits) to be used by a user when setting up the Call Attendant feature for busy calls (default: No setting) : Service Code Setup (for Setup/Entry Operation) - Call Attendant, No Answer Define the service code (up to 8 digits) to be used by a user when setting up the Call Attendant feature for calls not answered (default: No setting) : Service Code Setup (for Service Access) - VRS Routing Define the service code to use when setting up ANI/DNIS Routing to the VRS Automated Attendant. Using the Transfer feature, this also allows a call to be transferred to the VRS (default: 882) : Basic Extension Data Setup - Busy Call Attendant Message for Extension For each extension set the message number (0=no message, ) to be played for the Call Attendant feature when the extension is busy. When this option is used, Program must be set to "0" (system-wide option) : Basic Extension Data Setup - No Answer Call Attendant Message for Station For each extension set the message number (0=no message, ) to be played for the Call Attendant feature when the extension does not answer. When this option is used, Program must be set to "0" (system-wide option) : Programmable Function Keys For one-button access to the Call Forwarding (device) setup code (*4), assign a Call Forwarding (Device) key (code 17). For the VRS Waiting Message feature, assign the VRS Incoming Call Queuing Setup key (code 52 + ring group #) to manually enable the feature. For the Call Attendant feature, define a Programmable Function key (94). This allows a user to set the feature as needed. After the key is defined, press it once for Busy and the LED will flash slowly. Press the key a second time for No Answer Call Attendant and the LED will flash fast. Press the key a third time for Busy/No Answer Call Attendant and the LED will remain solid. Pressing the key a fourth time will turn the function off : Department Group Basic Data Setup - Queuing for Extension Group Call For VRS Waiting Message, setting this to 1 allows calls to a busy Department Group to queue for the next available extension : Class of Service for Extensions Assign a Class of Service (1-15) to extensions : Class of Service Options (Administrator Level) - VRS Record In an extension s Class of Service (1-15), enable (1) or disable (0) the extension s ability to record, erase and listen to VRS messages : Class of Service Options (Administrator Level) - VRS General Message Listen In an extension s Class of Service (1-15), enable (1) or disable (0) the extension s ability to dial 4 or Service Code 111 and listen to their General Message : Class of Service Options (Administrator Level) - VRS General Message Record In an extension s Class of Service (1-15), enable (1) or disable (0) the extension s ability to dial Service Code 112 and record, listen to and erase the General Message. UX5000 Software Feature Manual Features 709

10 : Class of Service Options (Hold/Transfer Service) - VRS Personal Greeting In an extension s Class of Service (1-15), enable (1) or disable (0) the extension s ability to dial Service Code *4 7 to record, listen to or erase a Personal Greeting. This option also affects Park and Page : Class of Service Options (Supplementary Service) - Display the Reason for Transfer Enable (1) or disable (0) an extension s ability to display the reason (Call Forward, Busy, No Answer or DND) a VRS, DID, DISA, or ISDN call is being transferred to their extension : Ring Cycle Setup, VRS Waiting Message Incoming Call Set the ring cycle callers hear when the VRS Waiting Message feature is used : System Options for Outgoing Calls - Intercom Interdigit Time Automated Attendant callers must dial digits within this interval. If the caller doesn t, they hear busy tone and must hang up and dial again : System Options for Incoming Calls, VRS Waiting Message Operation Determine whether the VRS Waiting Message is automatically (0) or manually (1) set : System Options for Incoming Calls, VRS Waiting Message Interval Time For VRS Waiting Message, determine the number of seconds between the VRS messages ( ) : Incoming Call Trunk Setup For each Night Service mode, enter 1 if trunk should be automatically answered by VRS Automated Attendant, or 2 if the trunk is to be answered with DISA : Incoming Extension Ring Group Assignment Assign extensions to the Ring Group programmed in and that should receive the rerouted calls : VRS Delayed Message for IRG, 1st Waiting Message Start Time For each Ring Group, set how long the UX5000 waits before playing the first message ( seconds). This timer is also used for VRS Waiting Message : VRS Delayed Message for IRG, 1st Waiting Message Number For each Ring Group, select the message number to be played as the first message (0-49). This program is also used for VRS Waiting Message : VRS Delayed Message for IRG, 1st Waiting Message Sending Count For each Ring Group, set the number of times the first message will be played (0-255). This program is also used for VRS Waiting Message : VRS Delayed Message for IRG, 2nd Waiting Message Number For each Ring Group, select the message number to be played as the second message (0-49). This program is also used for VRS Waiting Message : VRS Delayed Message for IRG, 2nd Waiting Message Sending Count For each Ring Group, set the number of times the first message will be played (0-255). This program is also used for VRS Waiting Message : VRS Delayed Message for IRG, Tone Kind at Message Interval For each Ring Group, determine what the caller will hear between messages (0=ring back tone, 1=MOH, 2=BGM). This program is also used for VRS Waiting Message : VRS Delayed Message for IRG, Disconnect Time For each Ring Group, set how long the UX5000 will wait after playing the VRS message before disconnecting the call. To prevent the call from disconnecting, set this option to 0. This program is also used for VRS Waiting Message : VRS Waiting Message for Department Group, 1st Waiting Message Start Time For each Department Group, set how long the UX5000 waits before playing the first message ( seconds). This program is also used for VRS Waiting Message : VRS Waiting Message for Department Group, 1st Waiting Message Number For each Department Group, select the message number to be played as the first message (0-49). This program is also used for VRS Waiting Message. 710 Features UX5000 Software Feature Manual

11 : VRS Waiting Message for Department Group, 1st Waiting Message Sending Count For each Department Group, set the number of times the first message will be played (0-255). This program is also used for VRS Waiting Message : VRS Waiting Message for Department Group, 2nd Waiting Message Number For each Department Group, select the message number to be played as the second message (0-49). This program is also used for VRS Waiting Message : VRS Waiting Message for Department Group, 2nd Waiting Message Sending Count For each Department Group, set the number of times the first message will be played (0-255). This program is also used for VRS Waiting Message : VRS Waiting Message for Department Group, Tone Kind at Message Interval For each Department Group, determine what the caller will hear between messages (0=ring back tone, 1=MOH, 2=BGM). This program is also used for VRS Waiting Message : VRS Waiting Message for Department Group, Disconnect Time For each Department Group, set how long the UX5000 will wait after playing the VRS message before disconnecting the call ( seconds). To prevent the call from disconnecting, set this option to 0. This program is also used for VRS Waiting Message : System Options for Transfer - Delayed Call Forwarding Time Set how long a terminal will ring before the call reroutes to the programmed destination with Personal Greeting options 2 or 6 enabled or with Call Attendant defined : VRS/DISA VRS Message For each Night Service mode, enter 1 at the Talkie prompt if trunk should be automatically answered by VRS and the message number the caller should hear (1-100) : VRS/DISA Transfer Ring Group With Incorrect Dialing Set the destination that Automated Attendant (OPA) calls ring if the OPA caller dials an incorrect extension number. This also sets the options for DISA calls. The UX5000 allows Ring Groups, In-Skin/External Voice Mail, Centralized Voice Mail or Disconnect=0. Ring Groups: 1-100, 102=In-Skin/External Voice Mail, 103=Centralized Voice Mail : VRS/DISA Transfer Ring Group With No Answer/Busy Set the destination that Automated Attendant calls ring if the caller dials an extension that doesn t answer or is busy. This also sets the options for DISA calls and the VRS Call Attendant. If Program is set to "104" (transfer to ring group), the destination ring group is defined in this option. The UX5000 allows Ring Groups, In-Skin/External Voice Mail, Centralized Voice Mail or Disconnect=0. Ring Groups: 1-100, 102=In-Skin/External Voice Mail, 103=Centralized Voice Mail : VRS/DISA Error Message Assignment For each trunk that will be answered by the VRS, enter the VRS message (1-100) the outside caller hears if they dial incorrectly after answer. If you enter 0, the call reroutes according to Program and Program Make one entry for each Night Service mode : VRS/DISA One-Digit Code Attendant Setup - Next Attendant Message Number Set up single digit dialing for Automated Attendant callers. For each VRS Message programmed to answer outside calls (see Program ), specify the digit the Automated Attendant caller dials (1-12, where 10=0, 11=*, 12=#, 101 = Voice Mail, 104 = Transfer to Ring Group (destination defined in Program ), 105 = Dial Another Extension). (Keep in mind that if you assign destinations to digits 3 and 4, outside callers will not be able to dial extensions.). Options 101, 104, and 105 can only be used with the Call Attendant feature. These options should be entered as the "MSG" number and no "Destination" entry is required : VRS/DISA One-Digit Code Attendant Setup - Destination Number Set up single digit dialing for Automated Attendant callers. For each VRS Message programmed to answer outside calls (see Program ), specify the destination reached (four digits maximum) when the caller dials the single digit code. UX5000 Software Feature Manual Features 711

12 : System Timers for VRS/DISA - VRS/DISA No Answer Time If an Automated Attendant caller dials an extension that doesn t answer, the call will wait this interval before rerouting to the Ring Group specified in Program and This setting also affects unanswered DISA calls : System Timers for VRS/DISA - Disconnect after VRS/DISA Re-Transfer to IRG Set the timer for disconnecting a call after it is re-transferred to a ring group by VRS/DISA : System Option for DISA - VRS Password Enter the password DISA callers must dial before the UX5000 will allow them to record, listen to or erase VRS messages : Internal Paging Group Assignment - Internal Paging Group Number When using Park and Page, assign extensions to Internal Paging Zones (0, 1-9, 00, 01-64). An extension must be assigned to a 2-digit zone in order to access any of the 2-digit zones : External Paging Zone Group When using Park and Page, assign each External Paging Zone (1-9) to an External Paging Group (1-8) used for accessing the zone : Combined Paging Assignments When using Park and Page, for each External Paging Zone (1-9, 0 for All Call), assign a corresponding Internal Zone for Combined Paging : Voice Prompt Language Assignment for VRS Select the language to be used for the VRS (default=1, English). Although the UX5000 allows this option to be changed in programming, the language will only change if the daughter board s CompactFlash provides the newly selected language : Voice Announcement Service Option - VAU Fixed Message Enable (1) or disable (0) the UX5000 s ability to play the fixed VRS messages (such as You have a message. ) : Voice Announcement Service Option - General Message Number Enter the number of the VRS message you want to use for the General Message ( ). The message you select should not be used as a VRS message : Voice Announcement Service Option - VRS No Answer Destination When all VRS ports are busy, incoming DILs and DISA calls wait for the VRS No-Answer Time (Program ) and then ring the VRS No Answer Destination Ring Group : Voice Announcement Service Option - VRS No-Answer Time If an extension has Personal Greeting enabled and all VRS ports are busy, a DIL or DISA call to the extension will wait this interval for a VRS port to become free. If a VRS port is still not available, the call will ring the VRS No Answer Destination set in Program : Voice Announcement Service Option - Park and Page Repeat Timer If a Park and Page is not picked up within this interval, the Paging announcement repeats : Voice Announcement Service Option - Busy Call Attendant Message Define the Call Attendant message number (0=no message, = message number) to be heard when a called extension is busy. This is used when setting the option system-wide. (Program is not used.) : Voice Announcement Service Option - No Answer Call Attendant Message Define the Call Attendant message number (0=no message, = message number) to be heard when a called extension does not answer. This is used when setting the option system-wide. (Program is not used.) : Pre-Amble Message Assignment For each trunk that should have the 900 Preamble option, enter the number of the VRS message (1-100) that is your recorded preamble message. Enter 0 for no preamble. 712 Features UX5000 Software Feature Manual

13 Related Features Transfer Transferred calls on DISA, DID, DIL, ISDN trunks, or from the VRS can display the reason a call is being transferred (Call Forward, Busy, No Answer, or DND). Voice Mail Park and Page and Personal Greeting can also be programmed in the VRS. Operation VRS MESSAGES To record a VRS message: 1. Press idle CALL key. At a single line terminal, lift handset. 2. Dial Dial 7 (Record). 4. Dial the VRS message number you want to record ( ). 5. When you hear, Please start recording followed by a beep, record your message. Normally, your message cannot exceed 120 seconds. If you hear, Recording finished, you have exceeded the allowed message length. 6. Press # to end recording Hang up to save the message. To listen to a previously recorded VRS message: 1. Press idle CALL key. At a single line terminal, lift handset. 2. Dial Dial 5 (Listen). 4. Dial the VRS message number to which you want to listen ( ). You ll hear the previously recorded message. If you hear a fast busy instead, there is no previous message recorded. 5. Press # to hear the message again. To hear another message, press 5 and then enter the message number ( ). Hang up. UX5000 Software Feature Manual Features 713

14 To erase a previously recorded VRS message: 1. Press idle CALL key. At a single line terminal, lift handset. 2. Dial Dial 3 (Erase). 4. Dial the number of the VRS message you want to erase ( ). 5. Press HOLD (keyset only) to cancel the procedure without erasing (and return to step 3). Hang up to erase the message. To record, listen to or erase a VRS message if you call in using DISA: 1. Place call to the UX After the UX5000 answers, dial the DISA password (normally ). 3. Dial 116 and the VRS password. 4. Dial the function you want. 7 = Record 5 = Listen 3 = Erase 5. Dial the message number ( ), record the message and press # to end recording. If you dialed 7 to record, you can dial # to listen to the message you just recorded. If you dialed 5 to listen, you can dial 5 and the message number to hear it again or if you want to Record, listen to or erase another message, go back to step Features UX5000 Software Feature Manual

15 CALL ATTENDANT Using Call Attendant When Busy - Defined for the UX5000 Program must be defined with a message number ( ). 1. An incoming VRS/DISA trunk call rings the UX The caller hears the main greeting message and dials an extension number. 3. The dialed extension user is on a call and the outside caller hears the defined busy message. 4. The caller can then dial one of the options provided (Program ). For example, Program can be set up as: Dial 1 = 0 (Program is then checked for the destination) Dial 2 = 101 (leave a voice mail message for the called extension) Dial 3 = 105 (the caller can then dial another extension number) Dial 4 = 104 (the caller is transferred to the ring group defined in Program ) Dial 5 = 01 (set up as the main VRS greeting - the outside caller will then be returned to the main greeting) Using Call Attendant When Busy - Defined for the Extension Program must be defined with a message number ( ) and Program must be set to "0". The option is then enabled using the Programmable Function Key (94) or Service Code. 1. The user enables the Call Attendant feature by pressing the Call Attendant Programmable Function key (PGM or SC 851: 94) or dials the service code for the Busy or No Answer function (Program [busy] and [no answer]) and dialing 1 to set (or 0 to cancel). Both service codes can be set to provide the Call Attendant for both Busy and No Answer calls. 2. An incoming VRS/DISA trunk call rings the UX The caller hears the main greeting message and dials an extension number. 4. The dialed extension user is on a call and the outside caller hears the defined busy message. 5. The caller can then dial one of the options provided (Program ). For example, Program can be set up as: Dial 1 = 0 (Program is then checked for the destination) Dial 2 = 101 (leave a voice mail message for the called extension) Dial 3 = 105 (the caller can then dial another extension number) Dial 4 = 104 (the caller is transferred to the ring group defined in Program ) Dial 5 = 01 (set up as the main VRS greeting - the outside caller will then be returned to the main greeting). UX5000 Software Feature Manual Features 715

16 Using Call Attendant When Not Answered - Defined for the UX5000 For the UX5000, Program must be defined with a message number ( ). 1. An incoming VRS/DISA trunk call rings the UX The caller hears the main greeting message and dials an extension number. 3. The dialed extension user does not answer the call and the outside caller hears the defined busy message. 4. The caller can then dial one of the options provided (Program ). For example, Program can be set up as: Dial 1 = 0 (Program is then checked for the destination) Dial 2 = 101 (leave a voice mail message for the called extension) Dial 3 = 105 (the caller can then dial another extension number) Dial 4 = 104 (the caller is transferred to the ring group defined in Program ) Dial 5 = 01 (set up as the main VRS greeting - the outside caller will then be returned to the main greeting). Using Call Attendant When Not Answered - Defined for the Extension For an extension, Program must be defined with a message number ( ) and Program must be set to "0". The option is then enabled using the Programmable Function Key (94) or Service Code. 1. The user enables the Call Attendant feature by pressing the Call Attendant Programmable Function key (PGM or SC 851: 94) or dials the service code for the Busy or No Answer function (Program [busy] and [no answer]) and dialing 1 to set (or 0 to cancel). Both service codes can be set to provide the Call Attendant for both Busy and No Answer calls. 2. An incoming VRS/DISA trunk call rings the UX The caller hears the main greeting message and dials an extension number. 4. The dialed extension user does not answer the call and the outside caller hears the defined busy message. 5. The caller can then dial one of the options provided (Program ). For example, Program can be set up as: Dial 1 = 0 (Program is then checked for the destination) Dial 2 = 101 (leave a voice mail message for the called extension) Dial 3 = 105 (the caller can then dial another extension number) Dial 4 = 104 (the caller is transferred to the ring group defined in Program ) Dial 5 = 01 (set up as the main VRS greeting - the outside caller will then be returned to the main greeting). 716 Features UX5000 Software Feature Manual

17 GENERAL MESSAGE To listen to the General Message: Keyset Only Your MW LED flashes when there is a new General Message. A voice message periodically reminds you. 1. Do not lift the handset or press CALL. 2. Dial 4 (General). 1. At lift the handset and dial 111. You will hear the General Message. Normally, your MW LED goes out. If it continues to flash, you have unanswered Message Waiting requests or new messages in your Voice Mail mailbox. To record, listen to or erase the General Message: 1. Press idle CALL key. At single line terminal, lift handset. 2. Dial Dial the function you want. 7 = Record 5 = Listen 3 = Erase If you dialed 7 to record, press # to end the recording. If you dialed 5 to listen, you can dial 5 to listen to the message again. To Record the General Message again, go back to step 1. If you dialed 3 to erase the General Message, you must go to step 4 (hang up). To cancel without erasing on a keyset, press HOLD instead and go back to step Hang up when you are done. UX5000 Software Feature Manual Features 717

18 PERSONAL GREETING To enable a Personal Greeting: 1. Press idle CALL key (or lift handset at SLT) and dial *4. Press Call Forwarding (Device) key (PGM or SC 851: 17). 2. Dial 7 + When you hear, Start recording at the tone and press the # key when you are done. record your Personal Greeting. If you already have Personal Greeting or Park and Page set up, you can dial: 7 to re-record 5 to listen (then # to listen again) 3 to erase (then optionally HOLD to cancel the erase) 3. Dial # + Personal Greeting condition: 2 = Busy or not answered 4 = Immediate 6 = Not answered 4. Dial the destination to receive your calls. The destination can be: - A co-worker s extension - Your Voice Mailbox (by dialing the Voice Mail master number) - Off-premise via Common Abbreviated Dialing (by entering #2 + bin) - Greeting without forwarding so caller hears busy (by entering your extension number) You cannot forward to a Department Group pilot number. 5. Dial Personal Greeting type: 2 = All calls 3 = Outside calls only 6. Press SPK to hang up (or hang up at SLT). Your DND or Call Forwarding (Device) Programmable Function Key flashes when Call Forwarding is activated. To cancel your Personal Greeting: 1. Press idle CALL key (or lift handset at SLT). 2. Dial * Press SPK to hang up (or hang up at SLT). 718 Features UX5000 Software Feature Manual

19 PARK AND PAGE To have the system Page you when you have a call: 1. Press idle CALL key (or lift handset at SLT) and dial *4. Press Call Forwarding (Device) key (PGM15-07 or SC 851: 17). 2. Dial 7 + When you hear, Start recording at the tone and press the # key when you are done., record your Personal Greeting. Then press #. If you already have Park and Page or Personal Greeting set up, you can dial: 7 to re-record 5 to listen (then # again to listen again) 3 to erase (the optionally HOLD to cancel the erase) 3. Press When you hear, Start recording at the tone and press the # key when you are done., record your Page. 5. Dial # + Dial the Page Zone that should broadcast your announcement. For example, for Internal Zone 1 dial Or, for Combined Paging Zone 1 dial * Dial Park and Page type: 2 = All calls 3 = Outside calls only 7. Press SPK to hang up (or hang up at SLT). Your DND or Call Forwarding (Device) Programmable Function Key flashes when Call Forwarding is activated. To pick up your Park and Page: 1. Press idle CALL key (or lift handset at SLT). 2. Dial ** + your extension number. To cancel your Park and Page: 1. Press idle CALL key (or lift handset at SLT). 2. Dial * Press SPK to hang up (or hang up at SLT). UX5000 Software Feature Manual Features 719

20 TIME, DATE AND STATION NUMBER CHECK To check the extension number of any keyset: 1. Do not lift the handset or press idle CALL key. 2. Dial 6 for extension Number. To check the UX5000 time and date from any keyset extension: 1. Do not lift the handset or press idle CALL key. 2. Dial 8 for Time and date. 900 PREAMBLE To answer a 900 Preamble call: 1. Answer the ringing call. The line key turns solid red as the UX5000 plays the preamble to the caller. 2. When you hear two beeps and the line key turns green, converse with the caller. 720 Features UX5000 Software Feature Manual