Cadence Voice/fax Mail General Description Manual
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NOTIFY BEFORE CONNECT Calls transferred by CADENCE can be announced to the station user before the call is connected. This is useful when a station has more than one mailbox as the announcement may include the number dialed by the caller. SUPERVISED When a call is transferred to a station CADENCE can monitor its progress, and when the station answers transfer the call. DIAL BY NAME Callers reaching the auto attendant who do not know the extension number they are looking for can dial the first three letters of the person’s name on the keypad they will be transferred. This can be set for first name, last name or either. EXTENSION NAME CONFIRMATION When incoming callers select a person from the dial by name directory, voice mail can be programmed to disclose the extension name of the voice mail user or not. EXTENSION NUMBER CONFIRMATION When incoming callers select a person from the dial by name directory, voice mail can be programmed to disclose the extension number of the voice mail user or not. GREETINGS BY TRUNK NUMBER A different welcome message can be programmed for each C.O. line. This can be useful if you require different departments or companies to share the same CA- DENCE. Up to 16 individual greetings can be supported. If multiple languages are used, all trunks must be answered with the same greeting. OPERATOR TRANSFER At any time a caller can dial 0 from the auto attendant or voice mail and reach an operator. The operator can be anyone in the system and can be a different destina- tion for day or night. PARK AND PAGE Callers reaching an unavailable party may be given the option of holding while CADENCE pages the party. The paged party can then simply dial a code from any station to be connected with the caller. This option is programmable for each mail- box. Each mailbox is associated with a particular internal or external page zone. This feature cannot be used with answer machine emulation. This feature will only work for new incoming calls answered by the auto attendant. SINGLE DIGIT DIALING Callers can dial extension numbers directly or dial single digits to be routed to other options, departments, destinations, or other single digit menus for multilevel call routing. CADENCEGENERAL DESCRIPTION GENERAL DESCRIPTION AND SYSTEM ADMINISTRATION PART 3 SEPTEMBER 1998 3.2.2
3.3.1 3.3 VOICE MAIL FEATURES ANSWER MACHINE EMULATION AUDIOTEXT AUTO FORWARD AUTOMATIC CONVERSATION RECORD AUTOMATIC GREETING CHANGE AUTOMATIC LOG IN TO MAILBOX CALL FORWARD TO VOICE MAIL CALL RECORD CALLER RE ROUTE DATE AND TIME STAMP DIRECT MESSAGING GROUP MAILBOXES BROADCAST GROUP DISPATCH GROUP RETRIEVAL GROUP INDIVIDUAL MAILBOX GREETINGS INDIVIDUAL PASSWORD SECURITY MESSAGE COUNTER MESSAGE HANDLING CALL RETURN DELETE DELIVERY CONFIRMATION FAST FORWARD FORWARD MESSAGE SKIP PAUSEREPLAY REPLY REWIND SEND TIME AND DATE UNDELETE VOLUME CONTROL MESSAGE LENGTH MESSAGE NOTIFICATION BEEPER NOTIFICATION CASCADE NOTIFICATION MESSAGE WAITING LIGHT OUTBOUND MESSAGE NOTIFICATION URGENT MESSAGE NOTIFICATION MESSAGE PURGING MESSAGE SENDING APPEND TO MESSAGE FUTURE DELIVERY PRIVATE MESSAGES URGENT MESSAGES ORDER OF MESSAGE PLAY (LIFO, FIFO) PERSONAL OPERATOR QUESTION AND ANSWER BOX SELF MEMO WAKE UP ANSWER MACHINE EMULATION This feature allows mailbox owners to monitor callers leaving messages in their mailbox and decide whether to take a call or let the caller finish leaving a mes- sage. This feature functions in a similar manner to screening calls on a home an- swer machine. This feature is not available if a station is busy and cannot be used with the access to paging feature (page always). This uses the DCS conference feature. The number of people that can use this simultaneously are limited by the number of available conference circuits in the DCS system. AUDIOTEXT Mailboxes can be configured to provide recorded information useful for frequently requested information, for example, “…to hear about our special of the month, press 1” or “…for directions to our office press 2”. This saves time for both the caller and the employee. AUTO FORWARD Messages from each mailbox can be programmed to automatically forward to an- other mailbox after a programmable number of days. AUTOMATIC CONVERSATION RECORD Like the CALL RECORD feature this will record conversations in a mailbox but in this case a station is assigned this feature and will record ALL conversations. Any CADENCEGENERAL DESCRIPTION GENERAL DESCRIPTION AND SYSTEM ADMINISTRATION PART 3 JULY 1999
3.3.2 stations mailbox can be selected as the destination for recordings and the system can be configured to record only incoming calls, only outgoing calls or all calls (in and out). Each station assigned this feature must have a dedicated CADENCE channel. A warning may be played to the caller that the conversation will be re- corded and additionally a ‘beep’ may be played intermittently to the caller. This uses the DCS conference feature. The number of people that can use this simultaneously are limited by the number of available conference circuits in the DCS system. WARNING: Before using this feature make sure that you are not violating any state or federal laws. Some states require that the recorded party be notified. STA is not responsible for any illegal use of this feature. AUTOMATIC GREETING CHANGE CADENCE can be assigned to automatically change the system and/or each mail- box greeting when the system changes from day to night service. AUTOMATIC LOG IN TO MAILBOX Internal CADENCE users can log into their mailboxes by pressing one key when calling from a DCS keyset. When CADENCE answers, it knows the station number calling and prompts the caller for a password. This simplifies the log in procedure and saves time. CALL FORWARD TO VOICE MAIL DCS stations can be call forwarded to the CADENCE. CALL FORWARD ALL, CALL FORWARD BUSY and CALL FORWARD NO ANSWER are all supported. CALL RECORD Like the Automatic Conversation Record feature this will record conversations in a mailbox but in this case, each station that is allowed this feature can turned on and off at will. Any mailbox can be programmed as a recording mailbox. The conversa- tion recording can be paused for real time editing. A keyset user must have a call record button to use this feature. Call record cannot be used in conjunction with barge in. Only one party in an intercom call can use this feature. This feature takes up one channel in a conference. A beep may be played intermittently while a call is being recorded. This uses the DCS conference feature. The number of people that can use this simultaneously are limited by the number of available conference circuits in the DCS system. WARNING: Before using this feature make sure that you are not violating any state or federal laws. Some states require that the recorded party be notified. STA is not responsible for any illegal use of this feature. CALLER RE ROUTE When an extension number is busy, not available, or its owner rejected the call using call screening, the caller may be automatically rerouted to another destina- tion. Possible destinations are the voice mail, another extension, or the operator. This feature is available with supervised transfers only. CADENCEGENERAL DESCRIPTION GENERAL DESCRIPTION AND SYSTEM ADMINISTRATION PART 3 JULY 1999
3.3.3 DATE AND TIME STAMP Each message that arrives at a mailbox has an associated date and time stamp for the time it was left. This date and time information can play automatically with each message or can play only on request. When a message is moved to another mail- box a new date and time stamp is created. DIRECT MESSAGING It’s never been easier to leave a message. Simply dial # plus an extension num- ber to leave a message directly in another mailbox without ringing that station. GROUP MAILBOXES Group mailboxes are used to send a voice mail message or a fax to a list of other mailboxes. Up to 40 mailboxes may be defined in a group. Three types groups are available: BROADCAST GROUP This type of group is used when all the group members must hear a message. The message is sent to all members of the group. Each member of the group can re- trieve and listen to the message. DISPATCH GROUP This type of group is used when any one member of the group can hear a mes- sage. The message is sent to all members of the group. When any member of the group retrieves and listens to the message it is deleted from all the other mail- boxes. RETRIEVAL GROUP Allows a user to access the group mailbox and listen to all the messages for all the group members. INDIVIDUAL MAILBOX GREETINGS You can program your own personal greeting and change it as often as you like. There are up to 9 different greetings available. The mailbox can be setup to auto- matically select a greeting to play according to the current mode of operation (day, night, or special) and call status (busy or no answer). INDIVIDUAL PASSWORD SECURITY Each mailbox has its own secure password. This can be up to 8 digits. Your mes- sages are always remained private because a password is required to retrieve them. MESSAGE COUNTER Upon access of a mailbox you are told the number of new and old messages. CADENCEGENERAL DESCRIPTION GENERAL DESCRIPTION AND SYSTEM ADMINISTRATION PART 3 JULY 1999
3.3.4 MESSAGE HANDLING Having received a message in a mailbox, the mailbox owner has several ways of handling the message or fax. CALL RETURN Pressing one key will call back the phone number of the person who left you the message. DELETE Deletes a message. Deleted messages may be recovered (undeleted) within the same business day. DELIVERY CONFIRMATION When you send someone a message and use delivery confirmation, you are in- formed when the message is listened to. FAST FORWARD Moves 10 seconds forward in the message. This duration is programmable. FORWARD Messages may be forwarded to another mailbox. If forwarded a copy will remain in your mailbox. MESSAGE SKIP After hearing the beginning of a message you may skip to the next message. Because it is not necessary to hear each message in its entirety, it is easy to search for a specific recording. PAUSE Pauses message playback. For 15 seconds or until pause is pressed again. REPLAY Replays the current message again from the beginning. REPLY Replies to a message. The reply is placed in the original sender’s mailbox. REWIND Rewinds the message 10 seconds. This duration is programmable. SEND This allows you to send the message to someone else, no copy will remain in your own mailbox. TIME AND DATE Plays the date and time when the message was left. UNDELETE Undeletes previously deleted messages. Messages may be undeleted during the same day that they are deleted. CADENCEGENERAL DESCRIPTION GENERAL DESCRIPTION AND SYSTEM ADMINISTRATION PART 3 JULY 1999
3.3.5 VOLUME CONTROL While the user is listening to messages, the playback volume can be adjusted up or down for comfort. MESSAGE LENGTH Allows a message to be as long as necessary. Message length can be set for both regular messages and call recordings. Each mailbox has its own programmable values for this option. MESSAGE NOTIFICATION The message notification lets the voice mailbox owner designate how often and what type of notification to receive, if there is a new message in his mailbox. BEEPER NOTIFICATION When the first new message is received in your mailbox, the system can be pro- grammed to alert you via your personal pager. Both tone and digital pagers are supported. Options for each mailbox include number of times to page and duration between pages. CASCADE NOTIFICATION Several levels of pager notification are possible. If the first number called provides no response, the next pager number is also tried. Up to 15 pagers can be pro- grammed each with their own repeat and delay options. MESSAGE WAITING LIGHT The CADENCE system will turn your keyset message waiting indication on or off, according to the status of your messages. The message light and keyset display information is refreshed every time the status of your mailbox changes. OUTBOUND MESSAGE NOTIFICATION When a new message is received in your mailbox, the system can be programmed to alert you at a programmed phone number. This number is programmed by the mailbox owner. When called you are prompted to enter a password to receive new messages. URGENT MESSAGE NOTIFICATION If your personal mailbox options allow urgent messages to be left, you will be notified ONLY if someone leaves you an URGENT message. MESSAGE PURGING If people do not delete old messages there is a possibility that the disk drive may become full. CADENCE has automatic routines that will remove old messages if the disk becomes full. Messages are purged (deleted) after a programmable num- ber of days, but only if the disk drive is more than a programmable percentage full. Any mailbox can be made exempt from this automatic purge. CADENCEGENERAL DESCRIPTION GENERAL DESCRIPTION AND SYSTEM ADMINISTRATION PART 3 JULY 1999
3.3.6 MESSAGE SENDING When sending (or forwarding and copying) the following options are available: APPEND TO MESSAGE When you compose, forward or copy a message to another mailbox or group you can add your own additional comments to it. FUTURE DELIVERY When sending or forwarding messages, mailbox owners have an option of future message delivery. A time and date can be specified and the message will be delivered automatically. PRIVATE MESSAGES When leaving a message you can mark it as private. Private messages cannot be sent or forwarded to another mailbox. URGENT MESSAGES Callers may mark a message as urgent, these messages are given a higher prior- ity by the mailbox message notification system and will be played first during mes- sages retrieval. ORDER OF MESSAGE PLAY (LIFO, FIFO) Each mailbox has the option of playing messages, oldest first or newest first. A separate setting is available for both new messages and saved messages. PERSONAL OPERATOR Individual operator can be assigned to each mailbox. When a caller dials 0 during or after hearing the mailbox personal greeting of the mailbox, he or she will be transferred to the mailbox (station) assigned as the operator for the original mail- box. If no per-mailbox operator is assigned, the caller is transferred to the system- wide operator. QUESTION AND ANSWER BOX A mailbox can be set up to conduct a survey. Multiple questions can be asked to the caller and as the caller responds to each one, the results are then collated and placed in a designated mailbox for easy retrieval. SELF MEMO Simply press ## and leave a message in your own mailbox as a reminder. WAKE UP This feature allows mailbox owners to program wake up or reminder calls, for a specific time. Up to three wake up calls, each with a different number can be made from each mailbox. CADENCEGENERAL DESCRIPTION GENERAL DESCRIPTION AND SYSTEM ADMINISTRATION PART 3 JULY 1999
3.4.1 3.4 ADMINISTRATION FEATURES ACTIVITY LOGGING ADMINISTRATION MAILBOX AUTOMATIC MAINTENANCE UTILITY AUTOMATIC SETUP DATABASE BACKUP DISK ALARM EASY MAILBOX DUPLICATION MAILBOX PROGRAMMING MULTILEVEL SECURITY CODE CONTROLON LINE ADMINISTRATION PRE PROGRAMMED DEFAULT SETTINGS PROGRAMMABLE MBX # LENGTH PROGRAMMING DTMF PC PROGRAMMING REAL TIME DISPLAY OF SYSTEM ACTIVITY SYSTEM REPORTS ACTIVITY LOGGING Voice mail logs all of its activities to provide a detailed information about such events as messages left, beeper notification attempts and audiotext mailbox ac- cess. The log file has a text comma delimited format (CSV), so customers may use any report generating software that is capable of importing data in this format (e.g. Microsoft Access). ADMINISTRATOR MAILBOX Used for ongoing system administration. It allows access to advanced program- ming features. AUTOMATIC MAINTENANCE UTILITY Maintenance and integrity checks are periodically performed to ensure file struc- tures and unfragmented disks. AUTOMATIC SETUP An automatic set up sequence takes place when CADENCE is initialized. Informa- tion is exchanged to set the CADENCE date and time and create mailboxes ac- cording to the system extension numbers. DATABASE BACK UP Any information on the disk drive can be backed up for emergency situations, even messages and prompts can be saved. DISK ALARM As the hard disk reaches capacity, an alarm is generated at a designated keyset to inform the system administrator. The percentage full and alarm destination are programmable. EASY MAILBOX DUPLICATION After creating one mailbox with a certain set of options and attributes it can be easily duplicated. For example mailbox 225 can be duplicated as all mailboxes from 250 to 290. All mailboxes attributes are duplicated except the extension num- ber. CADENCEGENERAL DESCRIPTION GENERAL DESCRIPTION AND SYSTEM ADMINISTRATION PART 3 SEPTEMBER 1998
MAILBOX PROGRAMMING Allows or limits the available system features for each mailbox. MULTI LEVEL SECURITY CODE CONTROL A multilevel security system allows up to three different people access to different programming options. ON LINE ADMINISTRATION Almost all the system administration can be performed while the system is up and running. This represents a tremendous advantage to a busy company. PRE PROGRAMMED DEFAULT SETTINGS All of the programming options in CADENCE come with a default value. This means CADENCE works right out of the box and there is less programming for the techni- cian. PROGRAMMABLE MBX # LENGTH Mailboxes can be two or three digits in length. PROGRAMMING Administration is accomplished in either of two ways: DTMF Voice prompted programming using any tone telephone (on site or remote). Dial into CADENCE, enter a password and follow the instructions as you are guided through each step in plain English. There are no special commands or program- ming. PC PROGRAMMING A PC or laptop may be connected to the CADENCE card to provide full screen administration, or connect through a modem and program remotely. REAL TIME DISPLAY OF SYSTEM ACTIVITY If a PC is connected to CADENCE, it can display a log of system activity. This log is a useful troubleshooting tool, and can also be saved to the CADENCE hard drive. SYSTEM REPORTS Several system reports are available at a connected PC. Alternatively a data file can be exported and manipulated by a third party program to produce customer reports. 3.4.2 CADENCEGENERAL DESCRIPTION GENERAL DESCRIPTION AND SYSTEM ADMINISTRATION PART 3 SEPTEMBER 1998
3.5 FAX FEATURES BROADCAST FAX COVER DOCUMENT FAX ID FAX MAIL FAX ON DEMAND FAX ONLY MAILBOX FAX TONE RECOGNITIONFAX AND VOICE MAILBOX INTERNATIONAL DIALING BLOCK OPTIONAL COVER PAGE SAME CALL AND FAX BACK TRANSMISSIONS SET NUMBER OF DOCUMENTS PER CALL TIME AND DATE STAMP VOICE COMMENTS BROADCAST FAX A fax can be broadcasted to a group of fax mailboxes for easy distribution, or a list of up to ten external fax machines. COVER DOCUMENT An optional cover document can be added to all faxes sent from the CADENCE fax on demand system. FAX I.D. An unique ID or name can be programmed into CADENCE to identify the faxes sent from CADENCE. The ID will appear at the top of any faxes sent. FAX MAIL Any mailbox within CADENCE can also accommodate faxes. This allows each mailbox owner the advantages of having their own private fax mailboxes. Callers do not have to wait for a fax machine in the company to become free, they can send a private fax directly to a fax mailbox. Mailbox owners who receive faxes can redi- rect the fax to any fax machine so that it can be read. FAX ON DEMAND Callers may access CADENCE and request information, which will then be auto- matically faxed to them. Up to 999 documents can be stored in CADENCE. The documents are retrieved through a menu system allowing the caller to make single digit selections. The documents can be sent on the same call or if allowed in CA- DENCE programming as a call back to a fax machine specified by the caller. FAX ONLY MAILBOX Mailboxes can be defined as fax only. No voice mail message can be left at these mailboxes. FAX TONE RECOGNITION If CADENCE receives a call and detects a fax tone, it will automatically switch the call to a fax extension. If the fax is busy, CADENCE can store the fax in a fax mail- box. 3.5.1 CADENCEGENERAL DESCRIPTION GENERAL DESCRIPTION AND SYSTEM ADMINISTRATION PART 3 JULY 1999