Comdial Execumail Voice Processing System 6.5 Instructions Manual

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ExecuMail
Voice Processing SystemLearning ExecuMail
Version 6.5
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Made a in the USA
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GCA 70-299.01 
						

							Learning
ExecuMail”
Version 6.5GCA 
70-299.01
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Learning ExecuMail Manual V6.5
First Edition April 1994Copyright 
0 19861994 Active Voice Corporation
All Rights Reserved
Printed in the United States of America
ExecuMailB and QuickStaN are registered trademarks of Comdial
Corporation
The entire program and user interface -including the structure, sequence
and organization of the dialogue, the exclusively ‘yes’ and ‘no’ choices
represented by ‘1’ and 
‘2’, and each dialogue message - are protected by
copyrights registered in the United States and by international treaties.
The Install program used with this product is based on licensed. comghted software developed by Knowledge Dynamics
Corp.. Canyon Lake. TX (USA). Since the sofhvare has been modified. the performance and behavior 01 the Install program
shipped with this product may not represent the performance and behavior of Inst.4 as shipped by Knowledge Dynamiaand therefore they are not responsible for its perfommxe or for supporting it.Other brand and product names used in this document are trademarks of
their respective owners.
Comdial Corporation
Charlottesville, Virginia
USA; 
						

							Learnina ExecuMailContents i
Contents
Introduction . . . . . . . . . .._...................................1
Using This GuideThe ExecuMail Team
The Training Process
Using the Checklists
Jmtaller Checklist . . . .._......._..__...........-........-.--.4
System Manager Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . _5
System Manager Lessons . . _ . _ . . . . . . _ . . . . _ . . . . . . . . . _ _ _ . . . . . . . . .6Lesson Organization
Learning on a Live System
Before You Start the First LessonWhat You’ll Accomplish
Lesson 1: The Screens &Keyboard _ . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9
Using the System Keyboard
How to Start or Restart ExecuMailAwaiting a Key
The Banner Screen
Subscribers, Guests, and Outside Callers
Signing In to the System
Screen Tour
Screen Shortcut KeysThe Role of a System Manager
Other System Manager Considerations
The Role of Your Installer
Summary.: 
						

							ii ContentsExecuMail6.5Lesson 2:ReviewingSystem Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
(’
QuickStart Application Screen, Page 1
Page Organization and Data Fields
Escaping from Immediate Typing Mistakes
QuickStart Application Screen, Page 2
QuickStart Application Screen, Page 3
QuickStart Application Screen, Page 4
QuickStart Application Screen, Page 5
QuickStart Application Screen, Page 6
Personal Directory Screen
Groups Screen
Transaction Directory Screen
Voice Prompt Editor Screen
Voice Fields
About Spoken Text Shown in These Lessons
Connecting With The Voice Mail System Locally
Listening 
to Voice Fields-
Disconnecting Locally
QuickStart Switch Setup Screen
Summary
Lesson3:AddingSubscribers &Guests......
Adding New Subscribers
Assigning System Manager Status
Editing Subscriber and Other Information
Using Local Connect to Record Names
Message Notification and Delivery
Access Codes
Call Transfer and Message Taking
Summary
Lesson4 Leaving&RetrievingMessages .-.,
Before You Begin
Calling the System
Leaving Messages
Retrieving Messages
Reviewing and Redirecting Messages
Canceling an Undelivered Message
Recording a Personal Greeting
Recording a Subscriber’s Name by Phone
Setting a Subscriber’s Security Code
Summary
Lesson5 MessageGroups. . . . . . . . . . . . . .
Spelled-Name Versus Numbered Groups
Creating Message Groups by Phone
Editing Message Groups at the Console
Creating Message Groups at the Console
Groups and Guests
Leaving and Retrieving Group Messages
Other Special Touchtone Controls
Personal 
IDS Versus Security Codes
Summary
Deleting Sample Subscribers and Groups.
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							Learning ExecuMailContents iii
Training Others on the System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95Subscriber Training
System Manager TrainingOperator Training
Training for Recording
TrainiiMemo . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .104
Guest Request Form ._...................................... 106
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
107
Index.................................................... 110
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							Leamina ExecuMailIntroduction 1
IntroductionCongratulations, you have chosen an excellent voice processing system to handle
your voice mail and automatic call routing needs: ExecuMail. ExecuMail is a
powerful yet 
easy-touse system. This Learning EjcecuMaif guide is designed to
help you as a system manager learn how the system operates and how you can
tap its state-of-the-art features.
Using This GuideWhether you are a new system manager or customer service representative, take
a few minutes to read this guide, follow the lessons, and learn how to get the
best use out of the voice mail system. This guide consists of three main sections:
n
An Introduction which outlines this guide and describes the roles of the
people working with the system 
- the ExecuMail team.
nA series of System Manager Lessons which consists of five easy, handsonlessons covering the basic tasks a system manager handles. In just a few
hours, you’ll gain an understanding of how to operate the voice mail system,
both by phone and at the system’s console.
n
An outline for Training Others which covers how to train other systemmanagers, receptionists, and end users. This section will help you share your
knowledge with other members of the ExecuMail team and includes a
sample training memo which you can modify or use as is to introduce the
system to users, once it is installed.
By the time you have finished this guide, you’ll be able to answer user questions
about the system, conduct a demonstration of the system 
- both by phone and
at the system console 
- and will be quite familiar with the system’s basic
operations.
The ExecuMail Team
Teamwork is the key to a successful installation. This guide, Learning ExecuMail,can help you ensure that all the members of the team understand the product
and how it can help them in their day-today work. The team consists of the
installer, the system manager, the operator/receptionist, and the system
subscribers..
 . .
_.
The ExecuMail InstallerThe installer is responsible for the initial installation and configuration of the
system. The installer helps oversee the entire training process at a customer site, 
						

							2 IntroductionExecuMail6.5
providing initial training for the company’s system manager, operator, and
subscribers. The installer can also provide ongoing support when the time comes
to expand the system or its features.The System ManagerThe system manager (or managers; you can have more than one), is responsible
for the day-today operation and maintenance of the voice mail system. The
system manager uses the system console (the keyboard and monitor) to add or
delete subscribers from the system, update subscriber options, and perform
backups or other routine tasks. The system manager also answers users’
questions, trains new subscribers, and acts as the contact person for both system
users and the installer.
While this may seem like a lot to do, it actually takes very little time. The system’s
ease of use makes the system manager’s job a breeze.
Most companies will have their own system manager 
onsite, but in some cases
the installer or the installer’s customer service representative will also act as a
site’s system manager.
The OperatorlReceptionis tThe operator or receptionist at a site talks to more callers and end users than any
other person in the company. Thus, this person’s opinion and understanding of
the voice mail system can have a tremendous influence on the acceptance and
effectiveness of the voice mail system at a new site. ExecuMail can lighten the
workload of a company’s receptionists, allowing them to provide better, more
professional service to those callers who need more assistance. The operator or
receptionist can also answer many user questions that might otherwise have to
wait for the system manager and can provide a seamless interface to the system’s
voice mail, call routing, and fax handling capabilities. The operator is an integral
part of the ExecuMail team.
The SubscribersEven the best voice mail system cannot be effective if the end user does not
understand how to use it. ExecuMail’s 1 for Yes, 2 for No conversation makes it
easy for both subscribers and outside callers to use the system. Still, to make full
use of the system, subscribers can often benefit from extra training in the
powerful features ExecuMail offers. This can best be done through ExecuMail’s
User’s Guide and a brief group training or demonstration by the system manager
or installer.
Once subscribers become familiar with ExecuMail’s features, they may want to
use the system’s menu mode conversation. The menu mode conversation can
replace the system’s yes-and-no conversation with special quick option menus.
While this guide focuses on the system’s 
2 for Yes, 2 for No conversation, later in
this guide you’ll also learn how to set subscribers to hear menus, if they prefer.
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							Learning ExecuMailIntroduction 3
The Training ProcessExecuMail is extremely easy to use, but any new product requires training.
ExecuMail is a product used by the entire company, just like the Comdial
telephone system.
This guide outlines a training process to ensure that the training after installation
is complete and that all users are satisfied. ExecuMail is most effective when it is
well accepted and appreciated by everyone in the company. By becoming
thoroughly familiar with the product yourself, you can more effectively train
others on the team.
Using the ChecklistsBefore you can start learning ExecuMail yourself, the system must be installed
and operating. You should go over the items on the Installer Checklist with the
person installing your system to make sure the system is fully prepared.
If you are a new system manager who will be operating your new ExecuMail
system, use the System Manager Checklist to identify the steps you should take
to learn how to use ExecuMail and introduce it to others in your company. 
						

							4 IntroductionExecuMail6.5
Installer ChecklistAssemble and install the system according to the instructions in the
Installation Manual.Complete the 
QuickStart Application Worksheets.
Add subscribers, groups, and other initial configuration information (from
the worksheets).
Test the basic functions of the system.Introduce’the system manager to the system.
Go over with the system manager the system documentation, the system
manager lessons in this guide, and discuss the options for training the
subscribers.
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