Comdial DX-80 Bedienungsanleitung
DX-80
TM
Hard Drive
Voice Mail
Installation and
Supervisor Guide
DX-80 HARD DRIVE VOICE MAIL INSTALLATION AND SUPERVISOR GUIDE 09/01
Every effort has been made to assure the accuracy of the information in this document. The
manufacturer assumes no responsibility, express or implied, for errors or omissions in, or the misuse or
the interpretation of, the information contained herein. This document does not purport to cover all
details or variations in equipment or to provide for every possible contingency to be met in conjunction
with installation, operation, programming, compatibility, or maintenance.
Information in product documentation is subject to change without notice and does not represent a
commitment on the part of Comdial®. No part of Comdial® manuals may be reproduced or
transmitted in any form or by any means, electronic or mechanical, including photocopying, for any
purpose other than the purchaser's personal use, without the written permission of Comdial®. Products
mentioned in this documentation that are not manufactured by Comdial® may be trademarks or
registered trademarks of their respective manufacturers.
© Copyright Comdial®, 2001.
All rights reserved.
DX-80 HARD DRIVE VOICE MAIL INSTALLATION AND SUPERVISOR GUIDE 09/01
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Table of Contents
1. System Overview ................................................................................................. 1
1.1 What Does the DX-80 Hard Drive Voice Mail Do?....................................................1
1.1.1 What is an Automated Attendant?.....................................................................1
1.1.2 What is Voice Mail? .........................................................................................2
1.2 Understanding the DX-80 Hard Drive Voice Mail Product Design ..............................3
Differences between the DX-80 Hard Drive Voice Mail and an External
Small Office VP System ........................................................................................4
2. System Setup Instructions................................................................................ 6
2.1 Available System Setup Techniques..........................................................................6
2.2 Preparing for System Setup ......................................................................................7
Typical Setup ........................................................................................................8
2.3 Collecting Necessary Customer Information..............................................................8
2.4 Setting Up the System by Attaching a Laptop.......................................................... 15
2.4.1 Installing Serial Administration Software on the Laptop................................... 15
2.4.2 Connecting the Laptop to the DX-80 Hard Drive Voice Mail ............................ 16
2.4.3 Setting up the System..................................................................................... 19
2.4.4 Specifying System Information ....................................................................... 19
2.4.4.1 Accessing System Information Screens ......................................................20
2.4.4.2 Setting Up the General Information Screen ................................................20
2.4.4.3 Setting Up the Line Information Screen .....................................................21
2.4.4.4 Setting Up the Business Hours Screen........................................................21
2.4.4.5 Setting Up the Call Transfer Screen...........................................................22
2.4.4.6 Setting Up the Class of Service Screen.......................................................22
2.4.5 Specifying Box Information............................................................................ 29
2.4.5.1 What Is a Box?.........................................................................................29
2.4.5.2 Understanding Routing Box 800, 801, and 821...........................................29
2.4.5.3 Accessing Box Information Screens...........................................................30
2.4.5.4 Reviewing Routing Box 800, 801, and 821 and Setting Up Single-Digit
Call Routing ........................................................................................................32
2.4.5.5 Setting Up Prototype Mailbox 9994 ...........................................................33
2.4.5.6 Creating Subscriber Mailboxes ..................................................................35
DX-80 HARD DRIVE VOICE MAIL INSTALLATION AND SUPERVISOR GUIDE 09/01
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2.4.5.7 Customizing Subscriber Mailboxes............................................................36
2.4.5.8 Customizing the System Supervisor Mailbox..............................................44
2.4.5.9 Recording Routing Box Greetings..............................................................45
2.5 Default Database Structure Overview ..................................................................... 47
2.6 Setting Up the System Using the Teleparameter Feature .......................................... 49
2.6.1 Using the Teleparameter Feature to Set up a New System ................................ 50
2.6.1.1 Adjusting System Information...................................................................50
2.6.1.3 Adjusting Routing Box Information...........................................................51
2.6.1.4 Creating and Adjusting Mailbox Box Information.......................................52
2.6.1.5 Creating Other Box Types and Adjusting Information .................................53
2.6.2 Teleparameter Value Tables ........................................................................... 53
2.6.3 Using the Teleparameter Feature to Adjust the System Setup............................ 85
3. System Supervisor Instructions .................................................................... 86
3.1 Working with Mailboxes........................................................................................ 86
3.1.1 Adding, Deleting, or Modifying a Mailbox ...................................................... 86
3.2 Working with Routing Boxes ................................................................................. 91
3.2.1 Understanding the Routing Box Setup ............................................................. 91
3.2.2 Recording Routing Box Greetings or Changing Currently Active Greetings ....... 93
3.2.3 Changing the Single-Digit Call Routing........................................................... 95
3.3 General System Maintenance ................................................................................. 97
3.3.1 Enabling or Disabling a Port........................................................................... 97
3.3.2 Recording a Broadcast Message for All Mailboxes........................................... 99
3.3.3 Transferring a Caller to a Mailbox’s Voice Mail............................................. 100
3.3.4 Troubleshooting System Problems ................................................................ 100
DX-80 HARD DRIVE VOICE MAIL INSTALLATION AND SUPERVISOR GUIDE 09/01
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1. System Overview
1.1 What Does the DX-80 Hard Drive Voice Mail Do?
In its simplest form, the Hard Drive Voice Mail acts like a telephone receptionist. The
system answers incoming calls and transfers them to the appropriate extension. If the called
extension is not available (busy or no answer), the system offers to take a message or try an
alternative extension.
Voice Mail functionality includes:
•Automated attendant features
•Voice mail features
These two functions work together to provide smooth call coverage for your application.
1.1.1 What is an Automated Attendant?
The Voice Mail automated attendant features perform the tasks of a live attendant. The
following table illustrates how.
Live Attendant DX-80 Hard Drive Voice Mail Automated
Attendant
Answers an incoming call by lifting telephone. Answers an incoming call by going “off-hook.”
Greets the caller with "Welcome to [XYZ
Company]."
Greets the caller by playing a pre-recorded
greeting, "Welcome to [XYZ Company]."
Asks to whom the caller wishes to speak. Plays a pre-recorded greeting that prompts the
caller to either dial the extension of the party they
are trying to reach or choose from a list of voiced
options to route their call to a specific department or
group.
Listens to the caller's response. Listens to the digits dialed by the caller.
DX-80 HARD DRIVE VOICE MAIL INSTALLATION AND SUPERVISOR GUIDE 09/01
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Live Attendant DX-80 Hard Drive Voice Mail Automated
Attendant
Says "Please hold." Plays a pre-record phrase "Please hold..."
Calls the required extension, by hook-flashing
and dialing the extension number.
Calls the required extension, by hook-flashing and
dialing the extension number.
Listens for busy tone, ring tone, answer, etc. Listens for busy tone, ring tone, answer, etc.
If the extension is busy, offers to let the caller
hold. If the extension does not answer, offers
to take a message or try another extension.
If the extension is busy, plays a pre-recorded
prompt, offering the option to hold. If the extension
does not answer, plays a pre-recorded prompt
offering to take a message or try another extension.
1.1.2 What is Voice Mail?
The term “voice mail” refers to systems that can record a voice message and treat it like a
mail message. In a typical office environment, the live attendant takes a message from a
caller and writes it down on a piece of paper. The attendant then places the slip in the
recipient’s in-box or “mailbox.” The box owner then retrieves and reads the message placed
in the box.
In contrast, the DX-80 Voice Mail records a message from a caller and places it in a voice
mailbox. The mailbox owner can later retrieve the message by calling into the Voice Mail
and listening to the recording. The table below compares how the Voice Mail processes
voice messages compared to a live attendant.
Live Attendant DX-80 Hard Drive Voice Mail
Attendant listens as the caller dictates his/her
message, writing it down on a piece of paper.
The Voice Mail records the message as the caller
speaks.
Attendant places the message slip in a mailbox
belonging to the recipient.
The Voice Mail stores the voice message
electronically in the recipient’s voice mailbox.
Attendant dials code to turn on message waiting
lamp on recipient's telephone.
The Voice Mail dials code to turn on the message
waiting lamp on recipient's telephone.
Recipient sees message waiting lamp is on, and
retrieves message slips from message mailbox.
Recipient sees message waiting lamp is on and
dials the Voice Mail to retrieve messages.
DX-80 HARD DRIVE VOICE MAIL INSTALLATION AND SUPERVISOR GUIDE 09/01
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Live Attendant DX-80 Hard Drive Voice Mail
Recipient reads messages left on message slips. The Voice Mail plays messages recorded by
callers in the voice mailbox.
1.2 Understanding the DX-80 Hard Drive Voice Mail
Product Design
The Voice Mail is designed using the Box concept. A box contains a set of instructions that
tell the program what to do with a call it is handling. By setting up the system to send calls to
different boxes created on the system, you can have it effectively process calls—including
playing certain prompts or greetings to callers, collecting information and messages from
callers, and routing calls to certain extensions based on digits dialed by callers.
The Voice Mail product uses the same software base as other Voice Mail system products,
but it is limited in the number of boxes (100 mailboxes) you can set up on the system. These
limitations effectively position the Voice Mail as a product for smaller businesses needing a
simple, reliable voice mail system without all the advanced features of a larger, more
expensive system.
The Routing boxes are used to answer incoming calls, play a listing of options to callers, and
route the call to a specific mailbox based on the digits dialed by the caller. The mailboxes
transfer calls to their associated extensions and store messages for system subscribers, and
they can be set up to forward calls to another phone or extension number, deliver messages to
another phone or pager, play one of 9 pre-recorded greetings to callers, screen calls, queue
calls when the extension is busy, or record call conversations.
Note: The Voice Mail supports up to 100 boxes, including ACD, Group, Question,
and Account Number boxes. These boxes provide more advanced
functionality that may be port-intensive and therefore inappropriate for Voice
Mail applications.
DX-80 HARD DRIVE VOICE MAIL INSTALLATION AND SUPERVISOR GUIDE 09/01
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Differences between the DX-80 Hard Drive Voice Mail and an External Small
Office VP System
There are several key differences between the DX-80 Hard Drive Voice Mail and an external
Small Office system:
1. The on-screen display showing the number of messages per mailbox is not available on
the DX-80 Hard Drive Voice Mail.
2. The DX-80 has built-in UCD capability. A UCD group can be set up, and calls can be
routed to the UCD group without any involvement from the Voice Mail. This is
completely separate and distinct from the ACD provided on Voice Mail.
When a call is sent to a DX-80 UCD group and all agents are busy, the DX-80 will queue
the call, waiting for an agent to become available. When an agent becomes available, the
DX-80 will send the call to that agent, causing his/her phone to ring. The Voice Mail is
not involved at all. (In fact, there does not have to be a Voice Mail on the system.)
When the DX-80 queues a call while waiting for an agent to become available, the DX-
80 can play its music-on-hold to the caller, but this is limited and cannot be modified.
However, the DX-80 can conference in a voice mail port to the queued call. The DX-80
rings the voice mail port, sends the Voice Mail some digits to specify which UCD queue
the call is in, and lets the Voice Mail play voice messages to the caller while the call is in
the DX-80 UCD queue.
The DX-80 will allow the Voice Mail to remain connected to the call until it sees that a
DX-80 UCD agent has become available. As soon as an agent becomes available, the
DX-80 will disconnect the Voice Mail and send the call to the agent. The Voice Mail
will see that the call has disconnected and will return the voice mail port to idle.
During the time the Voice Mail is connected to the call, the caller will hear voice
messages, and can respond by pressing digits. The Voice Mail implements this by
sending the call to a Routing box, which plays the Routing box greeting, waits for digits,
and moves to other boxes in the normal manner.
The simplest example would be a case in which the Voice Mail just provides music on
hold. In this case, the Routing box greeting would just be a short piece of music. The
field labeled “If no digits dialed” would send the call back to this same Routing box. The
“Destination for digit x” for all digits would be set to send the call back to this Routing
box. This would cause the Voice Mail to keep playing the greeting (music) over and
over.
DX-80 HARD DRIVE VOICE MAIL INSTALLATION AND SUPERVISOR GUIDE 09/01
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Another example would be a case in which you want to allow the caller to hear
information about different products while he/she is on hold. The Routing box greeting
could be recorded as “While you are holding, to hear about our spring products, press 1,
to hear about our summer products, press 2,” etc. The Routing box could route the call to
another Routing box, depending on what the caller enters. This new Routing box could
offer another menu, a product description, or other information as appropriate.
Finally, to handle the case in which the caller decides not to continue in the DX-80 UCD
queue and wants the auto-attendant features to route the call, the caller can tell the Voice
Mail this by pressing 7. The Voice Mail determines how to handle the call using this
logic: "If the Voice Mail is handling a call in a Routing box and the call came from the
DX-80 as a UCD call, and the caller dials 7 and the “Destination for digit 7” is not set to
a valid box number, then the Voice Mail will signal (by a double hookflash) to the DX-80
that the DX-80 should remove the call from the UCD queue and relinquish control of the
call to the Voice Mail.
The Routing boxes for each UCD group are defined in TRANS.TXT file. By default,
they are:
UCD group 1 overflow announcement 1 = 3101
UCD group 1 overflow announcement 2 = 3201
UCD group 1 reroute announcement = 3301
UCD group 2 overflow announcement 1 = 3102
UCD group 2 overflow announcement 2 = 3202
UCD group 2 reroute announcement = 3302
This continues for groups 3 through 5.
3. It is not possible to enable the optional features (Fax, Telemarketing, or Talking
Classifieds) on the DX-80 Hard Drive Voice Mail.
4. Serial numbers on the DX-80 Hard Drive Voice Mail are 10 characters long and begin
with 3. They may contain letters as well as numbers.
5. Since the integration parameters for the DX-80 are pre-set on the Hard Drive Voice Mail
before it leaves the factory, no First Time Setup procedure is necessary.
DX-80 HARD DRIVE VOICE MAIL INSTALLATION AND SUPERVISOR GUIDE 09/01
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2. System Setup Instructions
The Voice Mail card contains a default database with a setup configuration that allows the
Voice Mail to efficiently perform fundamental call processing tasks with minimal system
adjustments by the installing technician. This default database configuration includes 2 pre-
defined classes of service (0 and 7), 1 supervisor mailbox (mailbox 70), and 3 Routing
boxes—800, 801, 821. Information provided in this document explain how these pre-set
defaults function on the Voice Mail.
As you proceed through these setup instructions, you may decide to make adjustments to
specific information relating to the default setup. You may even decide to set up the other 2
available Routing boxes to perform additional call routing tasks. As you make any changes,
keep in mind that we urge you to maintain the initial general configuration of Routing boxes
800, 801, and 821, class of service 7, and supervisor mailbox 70. This configuration allows
the Voice Mail to perform fundamental call processing tasks efficiently. Maintaining it helps
both you, the technician, and Voice Mail technical support to efficiently service the system
and resolve any call processing issues. For these reasons we urge you not to deviate from this
general system setup default configuration.
Note: Section 2.5 provides an overview of the default database setup shipped on
the Voice Mail.
2.1 Available System Setup Techniques
There are two techniques you can use to set up Voice Mail:
•Attach a laptop to the Voice Mail card and use the program’s screen interface to complete
System Information and Box Setup screens
•Call into the Voice Mail and use the Teleparameter feature to enter parameter codes and
corresponding values to set up system and box information
This document provides instructions for using either system setup technique.
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