Mitel EXPRESS MESSENGER Bedienungsanleitung

MITEL® EXPRESS MESSENGER

SYSTEM ADMINISTRATION MANUAL

NOTICE

The information contained in this document is believed to be accurate in all respects but is not

warranted by Mitel Corporation (MITEL). The information is subject to change without notice and

should not be construed in any way as a commitment by MITEL or any of its affiliates or subsidiaries.

MITEL and its affiliates and subsidiaries assume no responsibility for any error or omissions in this

document. Revisions of this document or new editions of it may be issued to incorporate any such

changes.

Nothing in this document may be reproduced in any manner, either wholly or in part for any use

whatsoever, without written permission from Mitel Corporation.

TRADEMARKS

Mitel design is a registered trademark of Mitel Corporation.

SX-200 is a registered trademark of Mitel Corporation.

This product contains software licensed from Annabooks.

Portions of software copyright 1994 Datalight, Inc.

All other product names specified in this document are trademarks of their corresponding owners.

Mitel Express Messenger System Administration Manual Release 4.0

9109-080-025-NA

July 2004, Issue 6

,, Trademark of Mitel Corporation.

Printed in Canada.

www.mitel.com/messaging

Table of Contents

SECTION 1: INTRODUCTION........................................................................... 4

Intended Audience.................................................................................... 5

How to use this Document ....................................................................... 6

Useful Tips ................................................................................................ 7

Additional References............................................................................. 11

Testing Mitel Express Messenger.......................................................... 12

Setting Up Express Messenger for the First Time............................... 12

SECTION 2: SETTING UP MITEL EXPRESS MANAGER.............................. 15

Installing Express Manager onto a PC.................................................. 15

Connecting your PC to Express Messenger .......................................... 16

Starting Mitel Express Manager........................................................... 18

Logging In To Express Messenger From Express Manager ................ 19

About the Login Passcodes..................................................................... 20

SECTION 3: ABOUT MAILBOXES .................................................................. 21

Reserved Mailboxes ................................................................................ 21

General Usage Mailboxes....................................................................... 22

Single-Digit Mailboxes ........................................................................... 26

Menu Tree Maiboxes (Multi-Level Auto Attendant)............................ 29

Hospitality Mailboxes............................................................................. 32

About the Auto Attendant...................................................................... 33

SECTION 4: CHANGING MAILBOX PARAMETERS...................................... 35

Accessing the System Administrator’s Mailbox.................................... 36

New (or Repeat) Installation.................................................................. 38

Add, Edit, or Delete a Mailbox from a Telephone................................. 39

Add, Edit, or Delete a Mailbox from Express Manager........................ 45

SECTION 5: PERFORMING SYSTEM ADMINISTRATION FROM A

TELEPHONE.................................................................................................... 53

Setting Date, Time, and Business Hours.............................................. 53

Recording System Greetings.................................................................. 54

Setting or Changing System Parameters.............................................. 60

Setting and Changing Passcodes........................................................... 64

Creating Distribution Lists.................................................................... 65

Message Notification .............................................................................. 67

Using FAX Finder................................................................................... 73

Table of Contents

SECTION 6: PERFORMING SYSTEM ADMINISTRATION FROM

EXPRESS MANAGER ..................................................................................... 75

Setting the Date, Time, and Business Hours........................................ 75

Selecting Alternate Greetings................................................................ 76

Setting the FAX parameters.................................................................. 77

Setting and Displaying Site Information .............................................. 78

Changing Passcodes................................................................................ 79

Setting Up Notification........................................................................... 80

Using FAX Finder................................................................................... 82

Setting FAX Parameters ........................................................................ 83

Selecting the Directory Prompt (First or Last Name).......................... 84

Enabling Softkey Support...................................................................... 84

Enabling Auto attendant Transfer to Any PBX Extension.................. 85

Setting the Automatic Route Select Code............................................. 85

Setting the Account Code Access Code.................................................. 85

Enabling or Disabling Personal Contact Numbers............................... 86

Setting the Voice Prompt Language...................................................... 86

Setting the Language Change Mailbox Number .................................. 87

Setting up RAD Ports............................................................................. 88

Setting up a DID Server......................................................................... 91

Enabling the Bilingual Voice Prompts Option...................................... 94

Enabling the Hospitality Option............................................................ 95

Enabling the PMS Option ...................................................................... 96

Enabling Express Messenger Release 4.0 Options............................... 98

Performing Backups ............................................................................... 99

Performing Restores............................................................................. 101

Performing Upgrades ........................................................................... 102

Upgrading from Release 1.0 to Release 2.0 Software......................... 105

Upgrading from Release 1.0 to Release 2.1 Software......................... 106

Upgrading from Release 2.0 to Release 2.1 Software......................... 106

Upgrading to Release 3.0 Software...................................................... 107

Upgrading an Express Messenger Card to Support

Additional Ports or Release 3.0 Software Features............................ 110

Upgrading to Release 4.0 Software Features...................................... 112

Viewing System Logs............................................................................ 112

Table of Contents

iii

SECTION 7: PERFORMING MAINTENANCE AND TROUBLESHOOTING. 113

APPENDIX A: MITEL EXPRESS MANAGER MENUS.................................. 121

APPENDIX B: GLOSSARY............................................................................ 133

APPENDIX C: EXPRESS MANAGER SYSTEM MESSAGES...................... 135

APPENDIX D: EXPRESS MANAGER SYSTEM LOG MESSAGES

(DIAG.DAT).................................................................................................... 145

APPENDIX E: PMS PROTOCOL SUPPORT ................................................ 171

INDEX............................................................................................................. 173

Introduction

Section 1: Introduction

Welcome to MitelExpress Messenger, the complete voice messaging system

designed to improve communication between your company, clients, customers,

and employees.

Features provided by Express Messenger include:

•An Automated Attendant that plays different greetings during open

and closed business hours, provides a company directory that uses

extension numbers or names as the dialing method, and allows

single-digit option selection.

•Subscriber mailboxes that are passcode protected.

•A tutorial that assists new subscribers with mailbox setup.

•Simple message retrieval.

•Easy to use menus that allow subscribers to send urgent, private, or

certified messages.

•Notification of waiting messages whether subscribers are in or out

of the office.

Express Messenger’s Automated Attendant provides two immediate benefits for

your company:

•Your receptionist has more time for calls that require special

assistance and other activities within your business.

•All telephone calls are answered automatically. Even when an

employee is not available, callers can leave a message before

hanging up.

Introduction

Express Messenger includes tools to help get your voice mail up and running quickly.

After that, you can customize the system to meet your specific business needs.

Two important topics are at the end of Section 1:

•Testing Express Messenger

•Setting Up Express Messenger for the First Time.

Intended Audience

This document is written for the System Administrator responsible for the Express

Messenger voice mail system.

Typical System Administrator duties include:

•Adding and changing mailboxes. Mailboxes are where employees

send and listen to messages.

•Recording company greetings and announcements.

•Setting up outside notification numbers for pagers, cellular phones,

and so forth.

•Backing up the system.

•Answering employee questions.

•Maintaining the voice mail system.

Introduction

How to use this Document

An Express Messenger dealer has already installed Express Messenger on your

PBX and performed the necessary system programming to make it work for you.

Read the System Administration Manual from beginning to end to find out how to

optimize Express Messenger to your business requirements.

Use the glossary in Appendix B if you are unsure of any terminology used here.

Conventions

This System Administration Manual uses the following conventions.

•Voice Prompts and Responses

Italics represent references to the spoken word, such as examples of the

company and mailbox greetings.

•Boxes

NOTE: A box surrounds important notes that provide additional

information about a topic or refer you to other material.

CAUTION: Cautions alert you to the possibility of damage to

equipment or software.

WARNING: Warnings alert you to the possibility of personal injury.

•Telephone Keys

Square brackets always surround numbers or letters that you enter from the

telephone keypad. For example:

[1] [2] ... [0] [#] [*]

If you need to press several keys in succession, the square brackets surround

all the numbers. For example:

[1234]

•Mailbox Numbers

Depending on your PBX dial plan, mailbox numbers can be

2, 3, 4, or 5 digits.

•Buttons and Flexible Buttons

Angle brackets always surround telephone button names and flexible button

functions. For example:

〈Message〉〈Microphone〉〈Hold〉

Introduction

Useful Tips

Some people are reluctant to use their telephone for anything other than making

calls. Encourage users to experiment with different options offered by Mitel

Express Messenger.

Here are some tips to help everyone benefit from having a voice mail system.

•Explaining Mitel Express Messenger to Customers

The best way to make customers feel comfortable about Express Messenger is

through employees who are enthusiastic about it −customers will sense their

positive attitude. If employees use their mailboxes and return calls in a timely

fashion, customers will feel secure about the new system.

Encourage employees to keep their mailbox greeting current and to check for

messages frequently, particularly if their telephone doesn’t have a message

light or if they have been away from their office. Respond to messages

promptly −not two or three days later.

•Mailbox Greetings

Employee mailboxes use two types ofgreetings: "permanent" and "temporary". Callers

always hear the permanent greeting unless you record a temporarygreeting. Apermanent

greeting should be general enough to cover all situations. A temporary greeting describes

a specific situation and lasts for a user-specified number of days.

Here are examples of both types of greetings:

Permanent greeting:

"You have reached Christine Conner. I can’t answer yourcall right now, so please leave

your name, number, and a short message

−

I will get back to youas soon as possible. If you

need immediate assistance, press [0] and ask to be transferred to my associate, Julie Jones."

Temporary greeting:

"Hi! You have reached Julie Jones. I will be on vacation from Friday, June 18,

through Friday, June 25. I’ll be back on Monday, June 28, so please leave a

message and I’ll get back to you as soon as possible. If you require immediate

assistance, press [0] and ask to be transferred to Christine Conner."

The mailbox user specifies the number of days for the temporary greeting to

last, from 01 to 99, expiring at midnight of the last day. If specified to last only

one day, the message starts immediately and expires at midnight of the day the

user records it.

Employees who create a new temporary greeting every day show callers that

they are really using Express Messenger.

Introduction

•Duration of Messages in a Mailbox

Express Messenger saves messages for 15 days. A System Administrator can

change the number of days, on a mailbox-by-mailbox basis, by using Express

Manager. Express Messenger deletes each saved message as soon as the

message is older than the specified number of days.

•Saved Messages and System Size

If too many messages are saved on Express Messenger at any one time, the system

will become full and not be able to take new messages.

−If Express Messenger’s storage space is 90% full, users will hear this

warning when they log into their mailboxes:

“The system is nearly full. Please erase any unnecessary messages.”

−If Express Messenger’s storage space is 98% full, its limit has been

reached and it will stop taking messages. Users will hear:

“I’m sorry, but the system is full. Please try again at a later time.”

•“Reply”and “Forward”

“Reply”and “Forward”options in the “Listen”menu only work with other

mailboxes within this Express Messenger. Users cannot reply to a message

that originates from an outside line or forward a message to an outside

telephone number.

•Type Ahead

Callers always hear a menu when Express Messenger answers the telephone.

If you know which keys to use, press them immediately and move through the

system as fast as you wish. Although the menus are brief, voice prompts are

only for convenience. Occasionally, when interrupting prompts, the system

may not detect the key. In this case, press the key again.

•Message Length and Conditions

Express Messenger does not limit the length of any message. However, after

five minutes, Express Messenger interrupts the caller and asks if they wish to

continue recording. If there is no reply, Express Messenger stops recording

and disconnects the line. Similarly, if the caller stops talking for more than

four seconds or has a very faint connection, Express Messenger gives them

the option to continue recording.

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