NEW YORK RESIDENCE AND SMALL BUSINESS CALL ANSWERING

Transcription

1 NEW YORK RESIDENCE AND SMALL BUSINESS CALL ANSWERING

2 TABLE OF CONTENTS PRODUCT DESCRIPTION Section 1 CALL ANSWERING--RESIDENCE AND SMALL BUSINESS MULTIPLE MAILBOXES GUEST MAILBOXES WAKE-UP CALL REMINDER CALL PAGING NOTIFICATION CALL ANSWERING ADVANTAGE CALL FORWARDING OPTIONS SERVICE COMPATIBILITY Section 2 TOUCH TONE SERVICES NOT AVAILABLE WITH RESIDENCE CALL ANSWERING/SMALL BUSINESS CALL ANSWERING WITH CALL MANAGER CALL ANSWERING WITH CALL WAITING SERVICE CALL ANSWERING SERVICE WITH RINGMATE CALL ANSWERING WITH INTELLIDIAL CALL ANSWERING SERVICE COMPATIBILITY WITH HUNTING TWO LINES IN A HUNT GROUP THREE OR MORE LINES IN HUNT GROUP

3 PROVISIONING AND SERVICE ORDERING Section 3 USOCS ENHANCEMENT USOCS ADDITIONAL USOCS FIDS DUE DATES RING CYCLE ACCESS CODES END USER INFORMATION Section 4 WHAT THE END USER MUST KNOW BEFORE INITIALIZING MAILBOX IMPORTANT FACTS SETTING UP THE MAILBOX ESTABLISHING A MULTIPLE MAILBOX CREATING A GUEST MAILBOX SCHEDULING A WAKE UP CALL MESSAGE RETRIEVAL ADDITIONAL OPTIONS MAINTENANCE Section 5 REPORTING A TROUBLE ORDERING A SERVICE

4 NEW YORK RESIDENCE/SMALL BUSINESS CALL ANSWERING PRODUCT GUIDE Notices Disclaimers This document and the information contained therein are provided without warranty of any kind. Further, NYNEX and its affiliated companies disclaim all warranties, express or implied, including without limitation, warranties of fitness for a particular purpose, against infringement, or merchantability. In addition to and without limitation of any other limitation of liability of NYNEX or its affiliated companies set forth in an applicable tariff or elsewhere, in no event shall NYNEX or its affiliated companies, or their agents or suppliers, be liable under contract, warranty, tort, or any other legal theory, for any incidental, consequential, special or indirect damages arising from or relating to this document or its contents, even if advised of the possibility of such damages. Confidentiality Legend This document and the information contained therein represent proprietary information of NYNEX or its affiliated companies. No use, reproduction or disclosure is permitted except as expressly authorized in an applicable tariff or, or written with, NYNEX or its affiliated companies. Copyright (c) 1997 NYNEX Corporation All rights reserved

5 Product Description March, 1997 Section 1, Page 1 PRODUCT DESCRIPTION CALL ANSWERING--RESIDENCE AND SMALL BUSINESS Call Answering Service is a central office based service that uses Call forwarding features to provide residence and small businesses with the capability to receive, store, and retrieve their voice messages from any Touch tone telephone without the need for additional equipment. When the Call Answering Service is ordered, Call Forwarding Busy Line/Don t Answer or Call Forwarding Don t Answer features are included in the price of Call Answering. Once a call has been forwarded to the Call Answering Service mailbox, it will be answered with either a personal greeting in the subscriber s own voice or a system provided greeting. Call Answering customers are alerted that they have messages waiting by a Message Waiting Indication which is an interrupted dial tone on the line that is heard when the receiver is lifted from the cradle. Messages may also be retrieved from a remote location by dialing the access number from a Touchtone telephone and following the voice prompts provided.

6 New York Residence/Small Business Call Answering Product Description MAILBOX CAPACITY At any one time, only a certain number or messages may be kept in Call Answering mailboxes. RESIDENCE 30 RESIDENCE/MULTIPLE MAILBOX 50 BUSINESS/MULTIPLE MAILBOX/GUEST MAILBOX 40 Once the limit has been reached, no additional messages will be allowed. A recorded announcement advises callers that the mailbox is full. GREETING LENGTH The length of the greeting for Residence or Business mailbox is 45 seconds. MESSAGE LENGTH Messages may be 2 minutes in length. MESSAGE RETENTION An active message will be kept for 30 days. A saved message will be kept for 30 days. Once a message reaches the age limit, it is automatically deleted from the archives. A message will advise the subscriber. Re-saving the message will not extend the 30 day time frame.

7 1New York Residence /Small Business Call Answering Product Description March, 1997 Section 1, Page 3 MULTIPLE MAILBOXES This option enables the subscriber to partition the mailbox into three additional sections. This allows up to four individuals to receive incoming messages: the host and up to three others. The overall capacity of a mailbox employing the Multiple Capacity Mailbox feature is fifty messages for Residence and forty messages for Business. There are three types of Multiple Mailbox options. 1--Call Answering/Multiple Mailbox with Call Forwarding Does not answer and Call Forwarding busy. 2--Call Answering /Multiple Mailbox with Call Forwarding Does not answer. 3--Call Answering/Multiple Mailbox(requires Call Forwarding variable). Multiple mailboxes are set up by the host mailbox. After the mailbox is created, each user has the ability to change the password and add their own personal greeting. Once the user assigns a new password, the host cannot access the messages in the user s mailbox. However, the host can delete a mailbox with its contents. Call Answering alerts the subscriber when any multiple mailbox has new messages by an interrupted dial tone called a message waiting indicator. The system will advise the subscriber which Multiple Mailbox has new messages.

8 New York Residence/Small Business Call Answering Product Description GUEST MAILBOXES Business Call Answering subscribers may assign a portion of their mailbox to individuals who are not subscribers, but with whom there is communication. This feature is for internal communications only. The three guest mailboxes will not be able to receive incoming calls. The subscriber of Business Call Answering is the host and the other individuals are called Guests. Guests can send messages to the host and the host can send messages to the guests. The subscriber can set up to a maximum of three Guest Mailboxes. The host can erase any Guest Mailbox that has been created. Erasing a Guest Mailbox deletes all of the following: --All the messages in that mailbox --The password --The recorded name associated with that mailbox.

9 Product Description March, 1997 Section 1, Page 5 WAKE-UP CALL Wake-up Call is offered as an additional feature to Call Answering service. There are two Wake-up Call Options available: 1--Option 1--Wake-Up Call-Basic Wake-Up Call basic allows five Wake-Up Calls each calendar month. Each call is scheduled one at a time, and must be delivered before the next call can be scheduled. The calls can only be scheduled within twenty-four hours of the desired delivery time. The call can be canceled at anytime prior to delivery. 2--Option 2--Wake-Up Call-Premium Wake-up Call Premium allows one Wake-up call to be scheduled every day. A standard system message or a customized message can be used. The customized message can only be recorded for the next Wake-Up call and is limited to 1 minute in length. Additional features with Option 2: 1--A different Wake-up call can be scheduled for each day of the week or a day can be skipped. 2--The service can be turned off for a period of time if Wake-Up calls are not desired. 3--The system message will be sent every day, unless a new customized message is programmed. The customized message can only be recorded for the next Wake-Up call.

10 New York Residence/Small Business Call Answering Product Description WAKE-UP CALL (CON T.) For Residence subscribers, Wake-Up Calls can only be delivered to the customer s Residence telephone number; for Business subscribers, to their business number. If the service does not reach a person, it will re-attempt the call every 5 minutes for 30 minutes. At the end of 30 minutes, if it still has not completed the call, a system-generated non-delivery message will be left at the mailbox. Wake-Up Call Service is offered on a calendar month basis. At the beginning of each month the count is reset to zero. REMINDER CALL

11 Product Description March, 1997 Section 1, Page 7 Reminder Call is offered as an enhancement to Call Answering Service. This option allows a message to be recorded up to one minute in length, to be delivered within thirty days in the future. The message can be delivered to the customer s voice mailbox or any telephone number within the LATA. The Reminder Call includes: --the name of the caller --the name of the recipient --a system message --the message recorded by the customer. Reminder Call has two options: 1--Option 1/Individual This option allows customers to record a message and send it to any one telephone number. There is a limit of fifteen outdialed reminder calls per calendar month. Once the limit is reached, a system message will inform the customer and no more outbound calls will be processed during that month. In addition, customers will be able to record reminder calls to themselves, for future delivery. There is no limit to the number of internal reminder calls, as long as the customer does not exceed the maximum number of messages that can be stored in the mailbox at any time. (Business, including Multiple/ Guest Mailboxes: 40, Residence: 30, Residence with Multiple Mailboxes: 50).

12 New York Residence/Small Business Call Answering Product Description REMINDER CALL (CON T.) OPTION 2/GROUP DISTRIBUTION This option gives customers the ability to set up Group Distribution. The customer can send the same message up to twenty telephone numbers on a group distribution list. This feature is available in five outcall levels, 50, 100, 200, 300, 500. The customer must preselect the desired number of Reminder Calls delivered per month. If a message is not delivered, the system will retry delivery every hour for four hours. After five unsuccessful delivery attempts, a system-generated message will be left in the subscriber s mailbox.

13 New York Residence/Small Business Call Answering Product Description PAGING NOTIFICATION This option will send a signal to a customer s pager whenever there is a message waiting in the customer s voice mailbox. Customers can then retrieve their messages from their voice mailbox. This option is offered at an additional monthly charge to Call Answering subscribers. The option can be set to on/off Paging Notification at any time. Business subscribers have the ability to designate whether they want to be paged on all calls, or calls marked Urgent only. There are two outcall levels of Paging Notification available to residence and business customers. It must be determined what the maximum number of Paging Notification signals will be received per month. For a customer to be eligible for Paging Notification: DOWNSTATE: The customer s pager number must be in the same Measured Rate Home Region as the Call Answering access number. UPSTATE: The customer s pager number must be in the same Measured Rate Primary Calling area as the customer s Call Answering access number associated with the customer. RESIDENCE PAGING NOTIFICATION BASIC--50 PAGING NOTIFICATION PREMIUM--500 BUSINESS PAGING NOTIFICATION BASIC--75 PAGING NOTIFICATION PREMIUM--500

14 New York Residence/Small Business Call Answering Product Description PAGING NOTIFICATION (CONT.) The reseller must confirm that the beeper answers to a tone and not a voice prompt. If the beeper responds to a voice prompt, the subscriber will have to request a beeper that responds to a tone prompt. For Call Answering customers who have the Multiple Mailbox option, only the host mailbox user will be able to obtain Paging Notification. Messages left for other Multiple Mailbox users in their own mailbox will not generate a Paging Notification. If the customer has a display type pager, a series of 1 s will appear to alert that messages are waiting. NOTE: The following information is always required: --Pager number (10 digits) --Paging company name --Pin #(if applicable 4-10 numerics) CALL ANSWERING ADVANTAGE

15 Product Description March, 1997 Section 1, Page 11 Call Answering Advantage provides limited Call Answering features and is only available for residence exchange customers who utilize NYNEX to carry their local and either region-to region or intralata toll calls. There are three types of Call Answering-Advantage. 1--Residence Call Answering Advantage with Call Forwarding busy and does not answer. 2--Residence Call Answering Advantage with call Forwarding does not answer. 3--Residence Call Answering Advantage mailbox only and requires customer to subscribe to Call Forwarding variable. The common mailbox parameters are as follows: -Greeting length may be a maximum of thirty seconds. -Mailbox capacity stores up to ten new or saved messages at any one time for up to ten days. -Message length may be up to two minutes in length. The following options are not available with Call Answering-Advantage. --Multiple Mailbox --Paging Notification --Reminder Call --Wake-Up Call

16 New York Residence/Small Business Call Answering Product Description CALL FORWARDING OPTIONS CALL FORWARDING OPTIONS

17 Product Description March, 1997 Section 1, Page 13 As previously explained, Call Forwarding Busy Line/Don t Answer or Call Forwarding Don t Answer features are included when Call Answering Service is ordered. Call Forwarding Variable and Call Forward Busy Line/Don t Answer are compatible and can be provisioned on the same line. However, activation of Call Forwarding Variable must be done manually by the end user. If the customer elects Call Forwarding Variable and does not want Call Forwarding Busy Line/Don t Answer, Call Answering relies on the activation of Call Forwarding Variable to the Access Number. Call Forwarding Variable will only send one call at a time to the mailbox. If Call Forwarding Busy Line/Don t Answer and Call Forwarding Variable are on the line and Call Forwarding Variable is activated to a number other than the Access number, no calls are sent to the mailbox.

18 Service Compatibility March, 1997 Section 2, Page 1 SERVICE COMPATIBILITY TOUCH TONE REQUIREMENTS

19 Service Compatibility March, 1997 Section 2, Page 2 Subscribers to Call Answering service need touch tone service or a tone type telephone in order to interact with the Call Answering system. The caller does need Touch tone service or a Touch tone keypad to leave a message. However, Touch tone is required if the caller wishes to use the caller features.

20 Service Compatibility March, 1997 Section 2, Page 3 RESIDENCE /SMALL BUSINESS CALL ANSWERING SERVICE IS NOT AVAILABLE WITH THE FOLLOWING SERVICES CENTREX CENTREX DORMITORY SERVICE DID TRUNKS COIN--INCLUDING PUBLIC, SEMI-PUBLIC, AND COCOT LINES RESIDENCE MULTI-PARTY LINES INTELLIPATH PBX REMOTELINE WATS LINES--INCLUDING 800 NUMBERS EXCEPT FOR 800 VALUFLEX SERVICE

21 Service Compatibility March, 1997 Section 2, Page 4 CALL ANSWERING WITH CALL MANAGER Call Manager is a service that displays telephone number information for a new incoming call when you are on the phone and allows you to handle the call in one of four ways: forward to NYNEX Call Answering Service; use in-bound Three-way conferencing; answer the waiting call; or route the call to one of two network announcements. Subscription to Call Answering is optional. Call Manager and Call Answering Residence/Small Business are both compatible. However, certain precautions must be taken when either feature is added to an account on subsequent activity. For example: Add Call Answering to Customer who has Call Manager- The following FID LASS data must be changed when Call Answering is added to an account with Call Manager existing. O1 MWL/LASS DSCWID DTYPE.ADSICID, DEFTRMT.RING,DAMA.NONE I1 NWL/LASS DSCWID DTYPE.COMPLETE, DEFTRMT.FWD,DAMA.NONE I1 VMH2B/TN XXX-XXXX/MWI S /CFND XXX-XXXX/RCYC 2 CALL ANSWERING WITH CALL WAITING SERVICE

22 Service Compatibility March, 1997 Section 2, Page 5 Call Waiting is a Custom Calling Service that signals to subscribers that a second call is waiting, permitting them to hold the first call and answer the second. Cancel Call Waiting Service allows a subscriber to deactivate Call Waiting on a per call basis by dialing an activation code before placing a call or during a call by using Three-Way Calling. Call Waiting is compatible with Call Answering with various options. CANCEL CALL WAITING ACTIVATED-- DMS100, 5ESS, AND ANALOG 1AESS Customer is on the line: All calls forwarded to the call answering mailbox if the customer has Call forwarding Busy Line/Don t Answer. With Call Forwarding Don t Answer only incoming calls will get a busy. With Call Forwarding Variable calls are forwarded to the mailbox. CANCEL CALL WAITING-NOT ACTIVATED CALL FORWARD BUSY LINE/DON T ANSWER DMS100 OR 5ESS If one call is in progress, the second call, if not answered is forwarded to the mailbox after the appropriate ring cycle. If two calls are in progress, the third call is forwarded to the mailbox.

23 Service Compatibility March, 1997 Section 2, Page 6 CALL ANSWERING WITH CALL WAITING SERVICE (CONT.) ANALOG 1AESS If second call is not answered, caller gets a ring no answer. Third callers gets a busy signal. Calls are not forwarded to the mailbox. CANCEL CALL WAITING--NOT ACTIVATED CALL FORWARDING DON T ANSWER ONLY DMS100, 5ESS If one call is in progress, the second call, if not answered is forwarded to the mailbox after the appropriate ring cycle. If two calls are in progress, the third call gets a busy signal. The call is not forwarded since this option only forwards on a don t answer. ANALOG 1AESS If second call is not answered, caller gets a ring no answer. Third caller gets a busy signal. Calls are not forwarded to the mailbox. NOTE: If the customer wants the ability to activate the Cancel Call Waiting feature while on an incoming call, 3 Way Calling is required.

24 Service Compatibility March, 1997 Section 2, Page 7 CALL ANSWERING WITH RINGMATE Ringmate service allows a subscriber up to two additional incoming telephone numbers, each with its own distinctive ringing pattern, on a single access line. Call Answering and Ringmate services may be offered on the same line to customers served from suitably equipped DMS100 and 5ESS central office switches only. The following limitations apply: --Only one mailbox is created on the main number. --All calls for main and dependent numbers will be forwarded to that mailbox unless unless the customer selects the Ringmate option that inhibits forwarding calls for the dependent number. --There are no separate mailboxes or distinctive interrupted dial tone for each Ringmate number. --When the two services are combined, a minimum ring cycle of three is required (3-4 recommended). CALL ANSWERING WITH INTELLIDIAL AND

25 Service Compatibility March, 1997 Section 2, Page 8 INTELLIDIAL II Intellidial is a central office-based service that combines 2 to 6 access lines into a unified system and provides call management features. Call Answering is compatible only with customers who subscribe to INTELLIDIAL service packages that include Call Forwarding Variable, and are served by either 5ESS or DMS100 switch. Call Answering is not compatible with the INTELLIDIAL Basic Package alone. It is compatible with the following packages: INTELLIDIAL FEATURE PACKAGES: Feature Package 1 (MVP01) Feature Package 3 (MVP11) Feature Package 4 (MVP14) Feature Package 5 (MVP15) All INTELLIDIAL customers who subscribe to Residence/ Small Business Call Answering Service would use the Call Forwarding Variable Feature included in their INTELLIDIAL package to forward their calls to the Call Answering mailbox. INTELLIDIAL II is a central office based service that combines two to twelve access lines into a unified system and provides call management features.

26 Service Compatibility March, 1997 Section 2, Page 9 Customers who have INTELLIDIAL II have the option of using Call Forwarding Busy, Call Forwarding Don t Answer, or Call Forwarding Variable to forward their calls to the Call Answering mailbox. The Small Business INTELLIDIAL II Primary Package is compatible with Call Forwarding II options in the digital switches 5E and DMS100. The other INTELLIDIAL II packages include Call Forwarding Variable which is used to forward the calls. Business Call Answering is compatible with the following: INTELLIDIAL II FEATURE CENTRAL OFFICE COMPATIBLE PACKAGE SWITCH ANSWERING OPTIONS Primary Package MVSPX 5ESS VMH2A VMN1A DMS100 VMH2B VMN1B Primary Package MVSPX 1AESS Not Available Optional Package A 5ESS MBB2X MVS01 DMS100 1AESS VMN1X Optional Package B 5ESS MBB2X MVS02 DMS100 1AESS VMN1X Optional Package C 5ESS MBB2X MVS03 DMS100 1AESS VMN1X

27 Service Compatibility March, 1997 Section 2, Page 10 CALL ANSWERING SERVICE COMPATIBILITY WITH HUNTING Call Answering applications may vary for lines that are involved in a hunting scenario. CALL ANSWERING WILL NOT WORK WITH CIRCULAR COMPLETION OR A MULTILINE HUNT GROUP. SWITCH DIFFERENCES DMS100 & 1AESS All Call Answering equipped 1A & DMS100 switches recognize the number from the hunt group that forwarded the call. 5ESS The 5ESS switch only recognizes the originally dialed number when calls are forwarded from the hunt group. While a mailbox is required on the lead number, individual Call Forwarding II features are sufficient on the other lines in the hunt sequence. Additional mailboxes are only required if callers are dialing directly to numbers in the hunt sequence other than the main number. TWO LINES IN A HUNT GROUP The following shows, by switch type, hunting

28 Service Compatibility March, 1997 Section 2, Page 11 arrangements for Call Answering with two lines. COVERAGE 1AESS/DMS100 5ESS* NEEDED Coverage when VMN1B,VMH2B(Bus) or VMN1B,VMH2B(Bus) no one can VMHSB,VMH1B(Res) on VMHSB,VMH1B(Res) answer the main the first line (includes the on the first line line CFDA option only) (includes the CFDA option only) Coverage when VMN1A,VMH2A(Bus) or CA with CFDA on all lines are busy. VMHSA,VMH1A(Res) on First line & CFBL/DA the last line (includes the feature on last line, CFBL/DA options) forwarding to access number Total Coverage VMH2B(Bus) or VMN1B,VMH2B(Bus) VMH1B(Res) on the or VMHSB, to first line. VMH1B(Res) on the VMN1A,VMH2A(Bus) first line & CFDB/DA or VMHSA,VMH1A(Res) feature on the last line on the last line OR OR VMN1X,MBB2X(Bus) or VMN1X,MBB2X VMHSX,MBB1X(Res) (Bus) or MBB1X, with ESM on the first line MBBSX(Res)with only. When ESM is ESM on the first line activated to the access number, all calls go to the mailbox. only. When ESM is activated to the access number, all calls go the mailbox. ESM (Call forwarding variable) PLEASE NOTE:

29 Service Compatibility March, 1997 Section 2, Page 12 EXCEPTION IN A 5ESS SWITCH, a mailbox assigned to the main telephone number in a hunt group cannot collect messages for other lines within the hunt group. Therefore, to provide Call Answering on telephone numbers within the hunt group, a Call Answering mailbox must be assigned to each telephone number where messages must be retrieved. THREE OR MORE LINES IN HUNT GROUP The following shows, by switch type, hunting arrangements

30 Service Compatibility March, 1997 Section 2, Page 13 with Call Answering with three or more lines. COVERAGE 1AESS/DMS100 5ESS NEEDED Coverage when VMN1B,VMH2B(Bus) or VMN1B,VMH2B(Bus) no one can VMHSB,VMH1B(Res)on the or VMHSB,VMH1B answer the main first line (includes the CFDA (Res) on the first line line option only) (includes the CFDA option only) Coverage when VMN1A,VMH2A(Bus)or CA with CFDA on all lines are busy VMHSA,VMH1A(Res)on First Line & CFBL/DA the last line(includes the feature on last line, CFBL/DA options) forwarding to access number Total Coverage VMH2B (Bus) or VMH1B VMN1B,VMH2B (Res) on the first line, and (Bus) or VMHSB, all lines in between, VMN1A, VMH1B(Res) on the VMH2A (Bus) or VMHSA, first line. VMH1A (Res) on the last line CFDA feature on all OR lines in between & VMN1X,MBB2X(Bus) or CFBL/DA feature on VMHSX,MBB1X(Res) with the last line OR ESM on the first line only. VMNIX,MBB2X When ESM is activated to (Bus) or MBB1X, the access number, all calls go to the mailbox. MBBSX, (Res) with ESM is on the first line only. When ESM is activated to the access number, all calls go to the mailbox

31 Provisioning and Service Ordering March, 1997 Section 3, Page 1 PROVISIONING AND SERVICE ORDERING

32 Provisioning and Service Ordering March, 1997 Section 3, Page 2 USOCS

33 Provisioning and Service Ordering March, 1997 Section 3, Page 3 RESIDENCE /SMALL BUSINESS CALL ANSWERING USOC OPTIONS: NEW YORK RESIDENCE CALL ANSWERING DESCRIPTION Call Answering with Call Forwarding Busy Line/Does not answer USOC VMH1A/requires TN, MWI, MSS(5ESS), CFND, RCYC,CFNB ie: I1 VMH1A/TN XXX-XXXX /MWI S/CFND XXX-XXXX /RCYC 3/CFNB XXX-XXXX Call Answering with Call Forwarding VMH1B/requires Don t Answer TN,MWI,MSS(5ESS), CFND,RCYC ie: I1 VMH1B/TN XXX-XXXX /MSS*MSAIPAD XXXXX.XXXXXX /MWI S/CFND XXX-XXXX/RCYC Call Answering-mailbox only MBB1X/requires (Must subscribe to Call Forwarding ESM) TN, MWI,MSS(5ESS) ie: I1 ESM I1 MBB1X/TN XXX-XXXX /MWI S

34 Provisioning and Service Ordering March, 1997 Section 3, Page 4 DESCRIPTION USOC Call Answering /Multiple Mailbox with Call Forward Busy/Don t answer VMHSA/requires TN,MWI,MSS(5ESS) CFND,RCYC,CFNB ie: I1 VMHSA/TN XXX-XXXX /MWI S/CFND XXX-XXXX /MSS*MSAIPAD XXXXXX.XXXXXX /RCYC 3/CFNB XXX-XXXX Call Answering/Multiple Mailbox with Call Forwarding Don t Answer VMHSB/requires TN,MWI,MSS(5ESS), CFND,RCYC ie: I1 VMHSB/TN XXX-XXXX /MWI S/CFND XXX-XXXX /RCYC Call Answering/Multiple Mailbox (Must subscribe to Call Forwarding) MBBSX/requires TN,MWI,MSS(5ESS) ie: I1 ESM I1 MBBSX/TN XXX-XXXX /MWI S Call Answering-Advantage--with Call Forwarding Busy Line/Does not answer Answer VMH3A/requires TN,MWI,MSS(5ESS), CFND,RCYC,CFNB ie: I1 VMH3A/TN XXX-XXXX /MWI S/CFND XXX-XXXX /RCYC 3/CFNB XXX-XXXX

35 Provisioning and Service Ordering March, 1997 Section 3, Page 5 DESCRIPTION Call Answering-Advantage--with Call Forwarding Does not answer USOC VMH3B/requires TN, MWI,MSS(5ESS), CFND,RCYC ie: I1 VMH3B/TN XXX-XXXX /MWI S/MSS*MSAIPAD XXXXXX.XXXXXX /CFND/RCYC Call Answering-Advantage--mailbox only (Must subscribe to Call Forwarding ESM) MBB3X/requires TN,MWI,MSS(5ESS) ie: I1 MBB3X/TN XXX-XXXX /MWI S I1 ESM

36 Provisioning and Service Ordering March, 1997 Section 3, Page 6 SMALL BUSINESS NEW YORK DESCRIPTION USOC Call Answering/Multiple Mailbox with Call Forward Busy line/don t answer VMN1A/requires TN,MWI,MSS(5ESS), CFND,RCYC,CFNB ie: I1 VMN1A/TN XXX-XXXX/MWI S /CFND XXX-XXXX/RCYC 3 /CFNB XXX-XXXX Call Answering/Multiple Mailbox with Call Forwarding Don t answer VMN1B/requires TN,MWI,MSS(5ESS), CFND,RCYC ie: I1 VMN1B/TN XXX-XXXX/MWI S /CFND XXX-XXXX/RCYC Call Answering/Multiple Mailbox (Must subscribe to Call Forwarding ESM) VMN1X/requires TN,MWI,MSS(5ESS) ie: I1 ESM I1 VMN1X/TN XXX-XXXX /MWI S/MSS*MSAIPAD XXXXXX.XXXXXX

37 Provisioning and Service Ordering March, 1997 Section 3, Page 7 DESCRIPTION Call Answering/Guest Mailbox with Call Forward Busy line/don t answer USOC VMH2A/requires TN,MWI,MSS(5ESS), CFND,RCYC,CFNB ie: I1 VMH2A/TN XXX-XXXX /MWI S/CFND XXX-XXXX /RCYC 3/CFNB XXX-XXXX Call Answering/Guest Mailbox with Call Forwarding Don t answer VMH2B/requires TN,MWI,MSS(5ESS), CFND,RCYC ie: I1 VMH2B/TN XXX-XXXX /MWI S/CFND XXX-XXXX /RCYC Call Answering /Guest Mailbox (Must subscribe to Call Forwarding ESM) MBB2X/requires TN,MWI,MSS(5ESS) ie: I1 MBB2X/TN XXX-XXXX /MWI S

38 Provisioning and Service Ordering March, 1997 Section 3, Page 8 ENHANCEMENTS---USOCS--NEW YORK The following optional features are offered for an additional monthly charge to customers who subscribe to Call Answering service: DESCRIPTION USOC 1. WAKE-UP CALL Wake-up Call Basic Wake-up Premium VWNX1/TN XXX-XXXX VWNWX/TN XXX-XXXX 2. REMINDER CALL DESCRIPTION USOC Reminder Call Individual VRE /TN Reminder Call Group(50) VRBX1/TN Reminder Call Group(100) VRBX2/TN Reminder Call Group(200) VRBX3/TN Reminder Call Group(300) VRBX4/TN Reminder Call Group(500) VRBX5/TN

39 Provisioning and Service Ordering March, 1997 Section 3, Page 9 ENHANCEMENTS (CONT.) 3. PAGING DESCRIPTION DESCRIPTION USOC Residence: Paging Notification-50 VMPB1/ TN,BEEPER Paging Notification Premium-500 VMPB3/TN,BEEPER Business: Paging Notification Basic-75 VMPB2/TN,BEEPER Paging Notification Premium 500 VMPB4 /TN,BEEPER

40 Provisioning and Service Ordering March, 1997 Section 3, Page 10 ADDITIONAL USOCS DESCRIPTION An additional USOC is required to bill a Usage Adjustment Charge when 1AESS message rate customers subscribe to any of the Call Answering options that include Call Forwarding Don t Answer/Busy and/ or Call Forwarding Don t Answer. USOC AAS1L Initial Activation of Message Waiting Indication--billed when no other C.O. work is being performed. MWW

41 Provisioning and Service Ordering March, 1997 Section 3, Page 11 FIDS

42 Provisioning and Service Ordering March, 1997 Section 3, Page 12 FIDS The following FIDS are required when ordering Call Answering Service. 1-TELEPHONE NUMBER Line Identification is always required with the appropriate Call Answering USOC. The FID is TN. 2-CALL FORWARDING DON T ANSWER For any Call Answering option that includes Call Forwarding Don t Answer, this FID is used to identify the Call Answering Access number in the customer s central office to which calls are forwarded to in a don t answer condition. The FID required is CFND. 3-CALL FORWARDING BUSY LINE For any Call Answering option that includes Call Forwarding Busy Line, this FID is used to identify the Call Answering Access number in the customer s central office to which calls are forwarded to in a busy condition. The FID required is CFNB.

43 Provisioning and Service Ordering March, 1997 Section 3, Page 13 FIDS (CONT.) 4-MESSAGE WAITING INDICATOR A message waiting indicator FID is required to activate interrupted dial tone for each line associated with Call Answering. An interrupted dial tone indicates a message is waiting in the Call Answering Mailbox. The FID required is MWI and the codeset S is needed to activate interrupted dial tone for all USOCS and switch types. 5-5ESS ONLY A special FID MSS is required to provision interrupted dial tone for Call Answering in the 5ESS switch. It is required in addition to FID MWI and codeset S. The elements following the FID MSS must appear as follows: /MSS*MSAIPAD MSSGRP.ESPXXX The three numeric characters needed after.esp can be found in the ACCESS NUMBER handout found in this section. The three characters consists of two zeros and an additional numeric entry: ie: 001 or 002

44 Provisioning and Service Ordering March, 1997 Section 3, Page 14 FIDS (CONT.) 6-RINGING CYCLE To establish the number of ring cycles before calls are forwarded in a don t answer condition requires a ring cycle. The FID RCYC with numeric 2 through 7 is required to identify the number of ring cycles requested.

45 Provisioning and Service Ordering March, 1997 Section 3, Page 15 DUE DATES

46 Provisioning and Service Ordering March, 1997 Section 3, Page 16 DUE DATES: NEW MAILBOXES: Orders for Residence Call Answering Service requires a 4 business day appointment. Orders for Business Call Answering Service requires a 3 business day appointment. Password resets requires a 4 hour time frame to reset passwords. NOTE: CONVERSION ORDERS WITH EXISTING MAILBOXES, REQUIRES A 2 DAY DUE DATE.

47 Provisioning and Service Ordering March, 1997 Section 3, Page 17 RING CYCLE

48 Provisioning and Service Ordering March, 1997 Section 3, Page 18 RING CYCLE: SWITCH TYPE RING CYCLE CALLER HEAR SUBSCRIBER HEAR DIGITAL DMS 100 & 5ESS ANALOG A RING CYCLE OF 3 IS RECOMMENDED FOR RESIDENCE CALL ANSWERING. A RING CYCLE OF 2 IS RECOMMENDED FOR BUSINESS CALL ANSWERING.

49 Provisioning and Service Ordering March, 1997 Section 3, Page 19 ACCESS CODES ACCESS CODES:

50 Provisioning and Service Ordering March, 1997 Section 3, Page 20 The following pages contain ACCESS NUMBERS which are used to identify where calls are forwarded to in the central office under BUSY LINE or DON T ANSWER condition.

51 End User Information March, 1997 Section 4, Page 1 END USER INFORMATION

52 End User Information March, 1997 Section 4, Page 2 BEFORE THE CALL ANSWERING MAILBOX IS INITIALIZED, THE END USER MUST KNOW THE FOLLOWING: 1. Access Number 2. Instructions on how to initialize mailbox. 3. Information on ringing cycles. 4. Information on message waiting indicator and what stutter dial tone means. 5. Appointment Interval.

53 End User Information March, 1997 Section 4, Page 3 IMPORTANT FACTS: 1. When changing from exchange service to Centrex service and vice versa, any existing mailboxes must be removed and re-established under the new class of service. IMPORTANT If messages have not been retrieved prior to physical change of service taking place, messages will be lost and cannot be retrieved. 2. If a request comes in to disconnect a line and a call answering mailbox is on the line, the customer should be advised to retrieve their messages from the mailbox the night before the requested due date. Most disconnects of mailboxes are completed by 8 A.M. on the day of the due date. IMPORTANT If messages have not been retrieved prior to the disconnect of the line, all messages will be lost and cannot be retrieved.

54 End User Information March, 1997 Section 4, Page 4 SETTING UP THE MAILBOX 1. Call the NYNEX Voice Messaging Service from the phone number equipped with Call Answering, by dialing the ACCESS NUMBER. (refer to list of ACCESS NUMBERS included in this text). The voice prompts will guide you through the following set up procedure. 2. When asked for your starter password enter your 7 digit telephone number that is equipped with Call Answering. 3. At this point, you will be asked to change your started password. When prompted, enter a new password. It can be a word or a number that is 4 to 10 digits long. It cannot be your telephone number, one digit repeated (for example, 3333), or a sequence of digits (for example 12345) then press #. 4. Listen to the voice repeat your password. When prompted, press 1 to keep it, or press 2 to cancel is and create a new password. 5. Finally, follow the voice instructions to record your name and greeting.

55 End User Information March, 1997 Section 4, Page 5 ESTABLISHING A MULTIPLE MAILBOX: 1. Dial the Call Answering access telephone number. 2. Enter the host s mailbox number. 3. Enter the host s password. 4. Got to the Personal Options menu to establish Multiple Mailbox. After the mailbox is created, each user has the ability to change their password, and add their own personal greeting. Once a new password has been established, the host cannot access the messages in the end user s mailboxes. However, the host can delete a mailbox. ERASING A MAILBOX Erasing a mailbox deletes the following: 1. All the messages in that multiple mailbox. 2. The password. 3. The recorded name and greeting associated with that Multiple Mailbox.

56 End User Information March, 1997 Section 4, Page 6 ACCESSING ADDITIONAL MULTIPLE MAILBOXES Subscribers can access more than one multiple mailbox on a single call: 1. Pressing star (*) at the Main Menu 2. Dial password for mailbox that needs to be accessed.

57 End User Information March, 1997 Section 4, Page 7 CREATING A GUEST MAILBOX To create a Guest Mailbox: 1. Dial the Call Answering access telephone number. 2. Enter the host s mailbox number. 3. Enter the host s password. 4. Go into the Personal Options Menu to establish the Guest Mailbox. ACCESSING A GUEST MAILBOX To access a Guest Mailbox: 1. Dial the access number 2. Dial the host s mailbox/telephone number. 3. Dial the Guest s Password. Once the guest has entered their own section of the mailbox, they may: 1. Listen to the messages from the host. 2. Replay messages from the host. 3. Send messages to the host.

58 End User Information March, 1997 Section 4, Page 8 ERASING A GUEST MAILBOX The host can erase any Guest Mailbox that has been created by them. Erasing a Guest Mailbox deletes all of the following: 1. All the messages in that mailbox. 2. The password 3. The recorded name associated with that mailbox.

59 End User Information March, 1997 Section 4, Page 9 SCHEDULING A WAKE UP CALL To schedule a wake-up call for either BASIC or PREMIUM: 1. Dial the Call Answering access telephone number. 2. Go into Personal Options Menu. 3. Select Notifications Option. 4. Follow prompts within this menu to schedule wake-up call.

60 End User Information March, 1997 Section 4, Page 10 MESSAGE RETRIEVAL--DIRECT CALL-IN To retrieve messages from the line where the Call Answering mailbox resides: 1. Dial the access number from Touch tone telephone. 2. Dial password. 3. Follow voice prompts to retrieve messages. MESSAGE RETRIEVAL--REMOTE CALL-IN To retrieve messages from a line other than where the Call Answering mailbox resides: 1. Dial the access number from Touch tone telephone. 2. Press the # key. 3. Dial 7-digit telephone/mailbox number. 4. Enter password for access to mailbox. 5. Follow voice prompts to retrieve messages. If more than one mailbox exists with the same access number, messages can be retrieved from both mailboxes by using the # key to back out to the appropriate menu layer for the required option.

61 End User Information March, 1997 Section 4, Page 11 ADDITIONAL OPTIONS The following options are available one the Call Answering Mailbox is established. --Play or replay a message: 1 --Save a message: 2 --Erase a message: 3 --Back up within a message: 7 --Pause: 8 --Jump ahead: 9 --Skip a message: # CALLER OPTIONS For Business Call Answering customers only, the following options are available to the caller: --Replay recorded message --Re-record message --Cancel recorded message --Mark recorded message for urgent delivery.

62 Maintenance March, 1997 Section 5, Page 1 MAINTENANCE AND ORDERING

63 Maintenance March, 1997 Section 5, Page 2 MAINTENANCE Once it has been established that a trouble exists on a Call Answering mailbox and/or feature, i.e. Calls not forwarding to access number, Message Waiting indicator not working, mailbox not built as requested, etc. the following process should be followed: VMS troubles should be built into RETAS. Password resets should be built into RETAS. ORDERING All orders for Call Answering/Voice Mail and features should be ordered through DCAS.