3Com Nbx 100 And Ss3 Nbx Administration Guide

							NBX Voice Mail351
Setting Up an e-mail Client to Access Messages
1Determine if the e-mail client can communicate with an IMAP 4 server.
Microsoft Outlook 97 and Outlook Express, Netscape Communicator 4, 
and Eudora Pro 4 all support IMAP. Check the documentation that came 
with your e-mail program to determine if it supports IMAP.
2Set the 
Incoming Mail Server to the IP address or to the host name of your 
NBX system.
Set the 
Outgoing Mail Server to the mail server in use for regular e-mail.
The NBX IMAP server cannot perform address translation, so you cannot 
use the NBX system as your company e-mail server.
3If necessary, identify the server type as 
IMAP.
4For the username, specify the user’s telephone extension number. For the 
password, specify the user’s NBX voice mail password.
Off-Site NotificationOff-site Notification can notify users by pager, e-mail, or telephone when 
they receive a new voice mail message. Users can specify the methods by 
which they receive notification.
You can configure these system-wide Off-site Notification settings: 
■Enable or disable Off-site Notification for the entire system
■Set the maximum number of out-calling ports
■Assign an out-dialing prefix for Off-site Notification
To configure Off-site Notification, select NBX Messaging > NBX Voice Mail 
> Off Site Notification. See the Help for the procedure on setting up 
Off-site Notification.
Notes About Off-Site Notification
■To allow users to take advantage of Off-Site Notification, verify that 
Off-Site Notification is enabled in System-wide Settings, the group 
Class of Service settings, and by the individual user. For Off-Site 
Notification to work correctly, it must be enabled in all these locations. 
To change group Class of Service settings, select User Configuration > 
CoS > CoS Group Name > Modify. 
■Before Off-Site Notification can send e-mail, you must define an SMTP 
Domain Name and one or more valid Domain Name Servers. These 
settings are configured in System Settings > System-wide. 
						

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■If users choose Pager or Voice Mail as the first notification method, 
they are notified only of the first new message they receive after the 
time they have most recently logged in to their voice mailbox. They are 
not notified each time they receive a new message. The next time they 
log in to their voice mailbox, Off-Site Notification is re-enabled.
■If users choose EMail as the first notification method, they receive a 
notice for each message. The message is attached to the e-mail as a 
.WAV file. If users configure any method in any of the remaining four 
attempt lines, each specified method is also attempted for each new 
voice mail message.
■If you configure more than one notification attempts, you must 
configure them in order. For example, if you configure three attempts, 
you must configure them on lines 1 through 3, with no unconfigured 
lines in between.
■If you disable NBX Messaging in favor of another messaging 
application, the Off-Site Notification button on the Voice Mail tab is 
disabled.
Ta b l e 5 6
 provides details on Off-site Notification fields. 
Table 56   Systemwide Settings Fields
FieldPurpose
EnabledCheck the box to enable Off-site Notification throughout the 
system. By default, Off-site Notification is disabled. 
If you select Enabled, you must also enable Off-site 
Notification in these locations:
■Class of Service Settings. See “Configuring Class of 
Service” in Chapter 4.
■User’s personal settings. See “Off-Site Notification” in the 
NBX Telephone Guide.
Max Out-calling PortsThe number of voice mail ports available for simultaneous 
use by Off-site Notification. This parameter can be 
configured up to the number of voice mail ports licensed for 
the NBX system. The system ships with 4 ports; you must 
purchase an upgrade license to enable additional ports.
Out-dialing PrefixA prefix used by every call made by Off-Site Notification. 
If this setting is empty, the call uses only the information 
specified by the user. 
						

							NBX Voice Mail353
StatusTo view the status of all voice mail ports on your NBX system, click the 
Status button.
In the status window, to reset a voice mail port, select it and click Reset.
Ta b l e 5 7
 explains the information in the Status window.
Port UsageTo help you determine how busy the NBX system’s voice mail ports are, 
and whether additional ports may be necessary, click the Port Usage 
button. See Figure 142
. Table 58 explains the fields in the report.
If a parameter in the Port Usage window turns red, the NBX system is 
alerting the system administrator that a problem exists. For example, if 
“Missed messages caused by full mailboxes” turns red, it may be time to 
increase the maximum number of messages allowed per mailbox.
Table 57   Fields in the Status Window
ColumnPurpose
Ext.The extension associated with the voice mail port.
NameThe name associated with the voice mail port.
Used ByThe person or device that is using the voice mail port.
Values:
■Extension number, name — An internal user is using the 
voice mail port. The user’s extension number and name 
appear in this column.
■Auto Attendant — The automated attendant is using the 
port.
■Blank — The port is not being used. The word Idle 
appears in the In Use column.
In Use (Secs)The length of time, in seconds, that the voice mail port has 
been in use.
If the port is not in use, the word Idle appears in this column.
On HoldIndicates whether the voice mail port is on hold. Voice mail 
ports can be placed on hold in the same way that a call can 
be placed on hold.
Val u es:
Yes
No 
						

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Figure 142   Port Usage Report
Table 58   Fields in the Ports Usage Window
FieldPurpose
NOTE: Port Usage statistics are reset to zero whenever the NBX system is rebooted. 
Therefore, statistics that appear in the Port Usage dialog box apply to the period 
since the most recent system reboot.
■The first column shows the maximum number. You can configure parameters 
such as Maximum messages per mailbox and Maximum message length. For 
parameters such as Maximum number of Voice Mail ports active at one time, the 
number represents a count since the most recent system reboot.
■The Number of Occurrences column indicates how many times the number in 
the first column has occurred.
■The Most Recent Occurrence column contains the date and time of the most 
recent occurrence.
Use these numbers to help you determine whether you need additional voice mail 
ports. 
						

							NBX Voice Mail355
Example: The statistics shown in Figure 142 indicate that over a period of 
approximately 2 weeks, the system has used all voice mail ports many times and that 
several calls are getting queued while waiting for a voice mail port. A large number 
of voice mail messages could not be delivered because user mail boxes contained 
the maximum number of messages. As system administrator, you might consider 
these actions:
■Increase the number of voice mail ports
■Either increase the number of messages allowed in each mailbox, or encourage 
users to delete some messages (or both)
Maximum messages 
per mailboxThis number defines the number of messages a voice 
mailbox holds when it is full.
When a voice mailbox is full, the NBX system advises callers 
who are trying to leave a voice mail message that they 
cannot.
You can configure this on the NBX Voice Mail tab.
Licensed Voice Mail 
portsThe number voice mail ports licensed on this NBX system.
Maximum number of 
Voice Mail ports 
active at one timeThe number in the first column represents the number of 
voice mail ports that have ever been simultaneously in use. 
The number in the second column represents the number of 
times this maximum has been reached.
Example: There are eight licensed voice mail ports on an 
NBX system. After the most recent system reboot, there have 
been 12 separate times that a maximum of 5 ports have 
been in use at the same time. The first column contains 5 
and the second column contains 12.
At a later time, if 6 voice mail ports are in use simultaneously, 
the first column is incremented to 6 and the second column 
is reset to 1, because this new maximum has occurred only 
once so far.
Later, if 6 ports are again in use at the same time, the first 
column still contains 6 and the second column is 
incremented to 2.
Later still, if seven ports are used at one time, the first 
column contains 7 and the second column is reset to 1.
Table 58   Fields in the Ports Usage Window (continued)
FieldPurpose 
						

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Maximum number of 
calls queued at one 
time while waiting 
for a portWhen all voice mail ports are in use, incoming calls are 
queued until a port becomes available.
The number in the left column represents the maximum 
number of calls that have ever been waiting for a voice mail 
port.
The number of occurrences indicates how many times the 
maximum shown in the left column has happened.
Example: If you have 4 voice mail ports and all ports are in 
use, calls are queued until a port becomes available.
If a maximum of 4 calls are queued on 3 separate occasions, 
the number in the left column is 4 and the number of 
occurrences is 3.
Later, if all ports are busy and 5 calls are queued waiting for 
a port to become available, the first number increases to 5, 
and the number of occurrences becomes 1.
Missed messages 
caused by full 
mailboxesYou cannot leave a voice mail message for a user whose 
voice mailbox is full. When anyone tries to leave a voice mail 
message in a full mailbox, the NBX system informs them that 
the mailbox is full and that the message cannot be delivered.
This count indicates, for all voice mailboxes in the NBX 
system, how many messages were not deposited in a 
mailbox because the mail box was full.
Maximum message 
length (minutes)The maximum length, in minutes, of any one voice mail 
message. When the maximum length is reached on any voice 
mail message, the NBX system truncates the message at the 
maximum length. The caller is prompted with options to 
send, rerecord, or delete the message.
The number of occurrences indicates how many messages, 
from both internal and external callers, have reached the 
maximum length. All mailboxes are included.
You can configure this parameter on the NBX Voice Mail tab.
No Voice Mail ports 
availableThe number of times that the NBX system needed at least 
one more voice mail port than was available.
When all voice mail ports are in use:
■An external call is queued until a voice mail port becomes 
available.
■An internal caller sees an “All ports busy” message in the 
display panel of the NBX telephone.
■An internal caller who is using an analog telephone hears 
a fast busy tone.
Table 58   Fields in the Ports Usage Window (continued)
FieldPurpose 
						

							NBX Voice Mail357
User UsageTo help you determine the impact that users are having on the NBX voice 
mail voice mail system, you can click the User Usage button.
The User Usage report provides the current number of new and saved 
voice mail messages for each user and calculates the amount of storage 
each user’s messages consume. This report lists any type of voice mail 
user, including telephone, phantom, and hunt group users.
Deleting User Voice Mail
From the User Usage report dialog box, you can also delete the voice mail 
messages for a selected user.
The time required to delete a user’s voice mail depends on the number of 
voice mail messages in the user’s mailbox.
Ta b l e 5 9
 describes the information in the User Usage report.
Message Storage 
UsedThe disk space, reported in both hours and KB (kilobytes) 
currently used by all voice mail messages stored on the NBX 
system disk.
Message Storage 
Remaining
(NBX 100 only)The disk space, reported in both hours and KB (kilobytes) 
currently available for storing voice mail messages on the 
NBX system disk.
NOTE: This parameter is reported only for the NBX 100 
system. Voice Mail licenses on the SuperStack 3 NBX system 
are based only on the number of voice mail ports.
Last system rebootThe date and time when the NBX system was most recently 
rebooted.
Table 58   Fields in the Ports Usage Window (continued)
FieldPurpose
Table 59   User Usage Dialog Box Fields
FieldPurpose
Ext.The user’s extension number
First NameThe user’s first name
Last NameThe user’s last name
NewThe number of new messages a user has
SavedThe number of messages a user has saved
TotalThe user’s total number of messages
StorageThe percent of the disk space used by a user’s messages  
						

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Auto AttendantThe NBX Messaging system includes an Auto Attendant that answers 
incoming calls. The Auto Attendant includes a series of recorded 
messages describing actions that a caller can take to access individual 
services. You can customize the menu structure and record or import your 
own prompts and messages to fit the system to your business needs. This 
section provides information on these topics:
■Overview of Auto Attendant Features
■Adding an Auto Attendant
■Voice Application Setup Utility
■Testing the Auto Attendant
Overview of Auto
Attendant FeaturesThe Auto Attendant is the centerpiece of the voice mail system. The 
administrator can create and configure Auto Attendants, and can record 
or import messages and prompts to direct the actions of callers.
Use the NBX NetSet utility to administer and configure these Auto 
Attendant features:
■Multiple Auto Attendants — The system supports multiple, 
independent Auto Attendants. Different Auto Attendants can be 
assigned to different extensions, inbound lines or DID numbers. See 
“Adding an Auto Attendant”
 later in this chapter for more 
information.
■Multiple-Level Menus — Each Auto Attendant can support a main 
menu and up to 19 levels of submenus. This enables you to configure 
an automated system in which inbound callers can select specific 
departments or groups, and then further select subgroups or 
individuals. See “Prompt Menus”
 later in this chapter for more 
information on menus.
■Voice Prompts — To the caller, the time-dependent greeting, main 
menu prompt, and submenu prompt are integrated into the Auto 
Attendant system. The administrator can customize the system by 
recording or importing voice prompts in a time-dependent greeting 
main menu, or submenu. Depending on the time of day and 
selections that the caller makes, the caller hears the appropriate 
prompts and receives appropriate directions.
■Default Timeout — If a caller does not respond to the Auto 
Attendant prompts (for example, a caller using a rotary telephone) the 
system automatically routes the call to a designated timeout  
						

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destination. See “Prompt Menus” later in this chapter for more 
information. To set the default timeout, select NBX Messaging > Auto 
Attendant > Menu Tree.
■Shortcuts — Callers can move to a function without listening to an 
entire greeting or prompt. For example, if you call to leave a message 
for a person, you can bypass the greeting by pressing the appropriate 
shortcut button.
■Dialing by Extension or Name — A caller can reach a party either 
by dialing the person’s extension or by using the telephone key pad to 
spell the person’s name. The system plays the announcement of each 
person identified as a possible match and asks the caller to pick one.
■Manual and Automatic Activation — You can activate the Auto 
Attendant manually, by pressing the FWD MAIL button on the 
Attendant Console. The system also activates automatically, according 
to the Business Hours settings, or after an incoming call exceeds a set 
number of rings. To set the number of rings, select User Configuration 
> Users > User Settings > Call Forward.
■Routing Calls to Specific Auto Attendants — You can use the dial 
plan to map Auto Attendants to specific extensions of analog 
telephones. This enables incoming calls to go directly to a specific 
Auto Attendant.
■Voice Application Setup Utility — From the NBX Business 
Telephone, you can use the Auto Attendant Voice Application Setup 
utility to set up these Auto Attendant features:
■Button actions
■Time-dependent greetings and schedule
■Main menu greeting
■Administrator’s Auto Attendant password
For more information, see “Voice Application Setup Utility”
 later in 
this chapter.
Adding an Auto
AttendantThe NBX system includes two Auto Attendants: the Default Menu 
(extension 500), which handles incoming calls, and the VoiceMail Menu 
(extension 501), for employee access to voice mail. These two Attendants 
cannot be deleted. The default Auto Attendant processes calls as soon as 
you install the system. 
						

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When you add a new Auto Attendant, you are adding a “blank” Auto 
Attendant, which you can configure. 
To add a new Auto Attendant, select NBX Messaging > Auto Attendant > 
Add. See the Help for the procedure on adding an Auto Attendant.
Ta b l e 6 0
 describes the entries and checkbox that appear on the Add Auto 
Attendant Menu dialog box.
After you add or modify an Auto Attendant, you can configure the 
following features:
■Play/Record Extension
■Time-dependent Greetings
■Prompt Menus
■Auto Attendant Buttons
Table 60   Add Auto Attendant Menu Fields
FieldPurpose
NameIn the Name field, enter the name of the new Auto 
Attendant.
ExtensionThe next available extension is automatically assigned when 
you add a new Auto Attendant. You can change the 
extension number to an unused number that falls within the 
Auto Attendant extension range of your dial plan.
Default range: 
3-digit dial plan: 500–599
4-digit dial plan: 5500–5599
For both 3-digit and 4-digit dial plans, the default Auto 
Attendant is extension 500 and the voice mail Attendant is 
extension 501.
Maximum number of 
prompt repeatsSelect the number of times the Auto Attendant prompt 
repeats. You can select a number from 1 through 3. The 
default is three.
Use System-wide 
Greetings checkboxIf you select the Use System-wide Greetings check box, all 
three system-wide greetings (Morning, Afternoon and 
Evening) are used by default. To enable or disable individual 
system-wide greetings for a particular Auto Attendant, select 
the required Auto Attendant in the main Auto Attendant 
screen, click Menu Tree and then click TD Greetings.