Northern Telecom Flash Reference Guide
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P0908431 01 Flash Reference Guide 2 Learning about Flash Introduction Flash is a fully automated receptionist service that offers call routing and message taking services. This section describes how Flash works and covers: • basic system operation • using the Feature Codes • the Automated Attendant* • the Company Directory • the different mailboxes • using the dialpad • the Norstar displays • entering characters into the command line • voice prompts • exiting from Flash • programming a Feature Code memory button * Custom Call Routing and the Automated Attendant are not available on the Flash Voice Mail Light system.
2 - 2 Learning about Flash Flash Reference Guide P0908431 01 How Flash works Flash works with a Norstar Business Communication System, offering a receptionist service that routes calls and provides voice message taking capability. When enabled, Flash answers incoming calls and routes the calls to extensions and mailboxes within the system. Flash has three main components: • Automated Attendant • Mailboxes (voice messaging) • Custom Call Routing (CCR) The first component is the Automated Attendant. The Automated Atten- dant works as a receptionist would when answering incoming calls. Using a voice prompt, it plays a list of options to a caller. If you know which option you want, you can interrupt the Automated Attendant by pressing your selection on the dialpad of any tone dial telephone. When an option has been selected, the Automated Attendant responds to the command by either routing the call to an extension or mailbox within your company or directing a caller to the Company Directory or Designated Operator. The second component of Flash is the mailboxes. Mailboxes are added by the System Coordinator and then initialized by the mailbox owner. They store the voice messages left by callers. Any caller can leave a message after a mailbox is initialized. Each mailbox owner can customize a Personal Mailbox with special Flash Options. The Mailbox Options are: • record and select Primary and Alternate Greetings • record Personalized Mailbox Greetings • password selection • record a name in the Company Directory • set up and maintain Off-premise Message Notification • receive and send messages
Learning about Flash 2 - 3 P0908431 01 Flash Reference Guide The third component of Flash is Custom Call Routing (CCR). CCR is a single-digit access application, providing callers with a series of voice prompts and call transfer options. Using CCR, a user can: • listen to the Home Menu and make a selection • listen to a pre-recorded Information Message • leave a message in a mailbox • transfer to another extension Who can use Flash Flash can be used by any outside caller and by mailbox owners in your company. Away from the office, Flash can be used with any tone dial telephone. Inside your office, Flash can be used from any Norstar tele- phone or tone dial telephone connected to your company’s Norstar Business Communication System. Even outside callers using a rotary dial telephone are able to use Flash. When a caller uses Flash from a rotary dial telephone, Flash transfers the caller to your company receptionist or Designated Oper- ator. If a receptionist or Designated Operator is not available to answer the call, the caller is transferred to the General Delivery Mailbox. About the Flash Feature Codes When you are using Flash from a Norstar telephone, you must enter a Feature Code. Feature Codes are used to access the different functions and options of Flash. To use a Flash function or option, a Feature Code must first be entered. Feature Codes are assigned during the Flash installation. The default Feature Codes for Flash are 980 through 987. When these Feature Codes are used by other Norstar applications, Norstar assigns Feature Codes between 900 and 999 to Flash. These codes might not be assigned in sequential order. For more information about Feature Codes, ask your System Coordinator. Table 2.1 shows the default Feature Codes, and also provides a space to record the assigned Feature Codes.
2 - 4 Learning about Flash Flash Reference Guide P0908431 01Table 2.1 – Feature Codes Determining Flash Feature Codes To determine the Flash Feature Codes, you must use a Norstar M7310 or M7324 display telephone. To determine the Flash Feature Codes: 1. Press Ä á ¥ Ú The display shows: Note : XX represents a number between 00 and 99 2. Record the code for the Leave Message feature in Table 2.1. 3. Press NEXT The display shows the Feature Code for the Open Mailbox feature. Record the Feature Code for the Open Mailbox feature in Table 2.1. 4. Continue pressing NEXT to show all of the Flash Feature Codes and record the appropriate codes in Table 2.1. When you reach the last Feature Code, the display shows: To end this Flash session, press ¨ or QUIT Operation Default Feature CodeNew Feature Code Leave Message Feature 980 Feature 9 ___ ___ Open Mailbox Feature 981 Feature 9 ___ ___ Operator Status Feature 982 Feature 9 ___ ___ Flash Directory Number (DN)Feature 985 Feature 9 ___ ___ Transfer Feature 986 Feature 9 ___ ___ Interrupt Feature 987 Feature 9 ___ ___
Learning about Flash 2 - 5 P0908431 01 Flash Reference Guide Feature Code descriptions Leave Message Feature Code Is used by mailbox owners to leave a message in a mailbox initialized with Flash. To use the Leave Message feature, press Ä á ¡ â Open Mailbox Feature Code Is used by mailbox owners to open their Personal Mailboxes. All Personal Mailboxes are protected by a password that is established by the mailbox owner. To use the Open Mailbox feature, press Ä á ¡ Ú Operator Status Feature Code Is used by the System Coordinator, receptionist or Designated Operator to set the Operator Status and to designate the Operator’s extension. When an Operator is not available, the Operator Status must be set to NO. This alerts the Automated Attendant that the receptionist or Desig- nated Operator is not available. This Feature Code is also used to assign the Business Status by establishing whether a business is open or closed. This Feature Code is protected by a password. To use the Operator Status feature, press Ä á ¡ Û Note: On the Flash Voice Mail Light system: • the Automated Attendant is not available • Business Status cannot be changed • Answer Lines cannot be changed Flash Directory Number (DN) Feature Code Is used to determine the Flash Directory Number (DN). This number is used to forward a Norstar telephone to Flash and to use Flash with an Analog Terminal Adapter (ATA). To use the Flash DN feature, press Ä á ¡ Þ
2 - 6 Learning about Flash Flash Reference Guide P0908431 01 Note : For more information about using an ATA, refer to Using Flash with an Analog Terminal Adaptor later in this section. Transfer Feature Code Is used to transfer calls to a mailbox. While the call is active, press the memory button where Feature 986 is programmed, then enter the mailbox number where you want to direct the call. The caller is now transferred. Do not put the call on hold. To use the Transfer feature, program Ä á ¡ ß to a memory button. Note : For information about programming Flash Feature Codes, refer to Programming a memory button later in this section. Interrupt Feature Code Is used to interrupt Flash when a caller is listening to the Personal Mailbox Greeting or is leaving a message. This allows you to speak with a caller who has reached your mailbox. To use the Interrupt feature, press Ä á ¡ à Note : When a caller leaving a message in a mailbox is interrupted, the first part of the message remains in the mailbox. This message must be deleted. Flash Feature Codes can be programmed for single button access. For information on programming Feature Codes, refer to Programming a memory button later in this section. Note : The Feature Codes shown here represent the Flash default Feature Codes.
Learning about Flash 2 - 7 P0908431 01 Flash Reference Guide About the Automated Attendant The Automated Attendant is the Flash receptionist. When enabled, the Automated Attendant answers your company’s incoming telephone lines according to the time of day. When the Automated Attendant is enabled, the Automated Attendant menu prompt provides a list of options so that a caller can: • reach a DN or a mailbox in your company • leave a message in a mailbox • select an Alternate Language (not a voice prompt) • look for an extension or mailbox in the Company Directory • reach your company receptionist or Designated Operator • open a Personal Mailbox as a mailbox owner (not a voice prompt) The Automated Attendant provides callers with commands to use each of these options. A caller must press the button associated with the option they want to activate. For example, to use the Company Direc- tory, press £ When the default Automated Attendant menu prompt is disabled, the System Coordinator must record a Customized Automated Attendant Menu Prompt. This customized prompt should provide callers with a list of options, such as leaving a message in a mailbox or reaching an Operator. The customized prompt plays after the Company Greeting, and after a caller has recorded and sent a message to a mailbox.
2 - 8 Learning about Flash Flash Reference Guide P0908431 01 About the Company Directory The Company Directory is a list of mailbox owners registered with Flash. Before any mailboxes can be used, the owners must record their names in the Company Directory. If mailbox owners do not want their names to appear in the Company Directory, they can see the System Coordinator. Names included in the Company Directory can be changed at any time. Any Norstar two-line display telephone user can access the Company Directory by selecting DIR when the display shows the Directory option. The Company Directory can also be opened by pressing £ when the Automated Attendant announces the option is available. When you have opened the Company Directory, you can enter the last name of a mailbox owner or you can press £ to view all the names. When you view the members of the Company Directory, the Norstar display shows the name of the first member in the Directory. To see the next name, you must press Ú Note : The Company Directory feature can be disabled. Ask your System Coordinator for details. About the mailboxes A mailbox is a storage place for messages on a Flash system. The maximum number of mailboxes for each Flash system is shown in the following table: Table 2.2 – Maximum number of mailboxes There are three groups of Flash Mailboxes, including: • Special Mailboxes • Personal Mailboxes • Information Mailboxes Flash system Maximum number of mailboxes Voice Mail Light 12 Basic 24 Expanded 48
Learning about Flash 2 - 9 P0908431 01 Flash Reference Guide Special Mailboxes The Special Mailboxes are administered by your company’s System Coordinator. The Special Mailboxes include: • System Coordinator Mailbox • General Delivery Mailbox System Coordinator Mailbox This mailbox is used by your System Coordinator as a Personal Mailbox. You can leave messages for your company’s System Coordinator in this mailbox. The System Coordinator Mailbox has a default mailbox number of 12. This is the number assigned when the mailbox number length is set at two. Mailbox number lengths range from two to seven digits. For more information about the System Coordinator Mailbox numbers, ask your System Coordinator. General Delivery Mailbox This mailbox is used to collect messages from callers who use a rotary dial telephone, for individuals in your company who do not have Personal Mailboxes, and for mailbox owners whose mailboxes are full. Your company’s receptionist or System Coordinator will route messages left in the General Delivery Mailbox using the Flash Copy option. The General Delivery Mailbox has a default mailbox number of 10. This is the number assigned when the mailbox number length is set at two. Mailbox number length ranges from two to seven digits. For more infor- mation about the General Delivery Mailbox numbers and the Special Mailboxes, ask your System Coordinator. Important: If the Group List leading digit is assigned as 1 and the mailbox number length is 2, the Special Mailbox numbers default to 20 and 22.
2 - 10 Learning about Flash Flash Reference Guide P0908431 01 Personal Mailboxes Personal Mailboxes are assigned by your System Coordinator and maintained by the mailbox owner. A Personal Mailbox can be a User or Guest Mailbox. For more information about your Personal Mailbox features and options, refer to Section 4 : Your Personal Mailbox . User Mailboxes User Mailboxes can be assigned to each user who has an operating Norstar extension. User Mailboxes store messages for users who are unable to answer their telephone. Guest Mailboxes Guest Mailboxes provide temporary employees and guests with access to internal messaging and call routing features. Guest Mailboxes do not have an operating extension. To request a Guest Mailbox, ask your System Coordinator. Information Mailboxes Information Mailboxes are designed to provide an informative message to a caller. This type of mailbox differs from the other mailboxes because it does not take messages. It plays a Personal Greeting to the caller, but does not prompt for, or allow, the caller to leave a message. To request an Information Mailbox, ask your System Coordinator. Mailbox rules Only a few rules apply to the Flash Mailboxes. Remembering these rules will make using your Flash Mailbox a simple, everyday task. The mailbox rules are: • You must always enter a password. • A mailbox can be opened from any Norstar telephone from the Log: display prompt by entering the mailbox number and password combination. When a mailbox is assigned to a Norstar telephone, the display always shows the Pswd: prompt. To reach the Log: prompt, press OTHR or ¥