Nortel Networks Answering Machine P0911621 User Manual

Enterprise Edge 2.0 Voice Messaging  
Reference Guide  
© 2000 Nortel Networks  
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4 Contents  
Assigning message delivery options using the Open Mailbox feature  
Assigning message delivery options using the Leave Message feature  
Enterprise Edge 2.0 Voice Messaging Reference Guide  
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Contents 5  
Transferring a mailbox owner’s call to Enterprise Edge Voice  
Messaging 54  
Programming an Outbound Transfer telephone number when Enterprise  
Edge Voice Messaging is behind PBX or Centrex+ 58  
Changing the destination type from a pager to a telephone or extension  
72  
Setting up Off-premise Message Notification to more than one destination  
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How to use this guide  
1
Introduction  
Use the Enterprise Edge 2.0 Voice Messaging Reference Guide with the Enterprise  
Edge 2.0 Voice Messaging Quick Reference Guide. The Enterprise Edge 2.0 Voice  
Messaging Reference Guide gives you detailed information about using the  
Enterprise Edge Voice Messaging system.  
This chapter describes:  
How this guide is organized  
How this guide is organized  
The Enterprise Edge 2.0 Voice Messaging Reference Guide contains the following  
chapters:  
Chapter  
Description  
Describes the contents and conventions of this guide.  
Describes Enterprise Edge telephones, how Alternate sets  
work, Enterprise Edge ATA 2, entering characters on the  
Enterprise Edge dialpad, Enterprise Edge Voice  
Messaging voice prompts, the Automated Attendant,  
types of mailboxes and quitting Enterprise Edge Voice  
Messaging.  
Shows how to initialize and open your mailbox. Explains  
passwords, the Company Directory and Assigning a  
Target Attendant.  
Describes feature codes and mailbox options.  
Describes Primary, Alternate, Personalized and  
Information mailbox greetings. Explains how to record  
and choose greetings.  
Describes Receiving Calls, the Enterprise Edge Voice  
Messaging Never Full mailbox feature, listening to your  
mailbox messages, and Call Screening.  
Explains types of messages, using the Company  
Directory, message delivery options, recording and  
sending a message, replying to messages and how to send  
a message to more than one recipient.  
Describes Call Forwarding your calls.  
Describes transferring calls and Outbound Transfer.  
Explains what Off-premise Message Notification is and  
how to set up and change Off-premise Message  
Notification.  
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8 How to use this guide  
Chapter  
Description  
Describes the Call Record feature.  
Provides suggestions for the optimal use of Enterprise  
Edge Voice Messaging.  
Provides helpful procedures for problems that can occur  
while operating Enterprise Edge Voice Messaging.  
Provides a list of default values and tone commands.  
Index  
Defines terms used in this guide.  
Provides an alphabetical list of information contained in  
this guide.  
Conventions and symbols used in this guide  
The following conventions and symbols are used for describing features and their  
operation:  
Convention  
Example  
Used for  
Word is in a special font (shows  
top line of display)  
Pswd:  
Command line prompts. Used on Enterprise Edge  
one line and two line display telephones.  
Underlined word in capital letters PLAY  
(shows bottom line of a two-line  
display telephone)  
Display button option. Available only on Enterprise  
Edge two line display telephones. You can press the  
button directly below the option on the display to  
proceed.  
Dialpad buttons  
£
Represents the buttons you press on the dialpad to  
select a particular option.  
Prerequisites  
If you are a new user, make sure you are familiar with how to operate Enterprise  
Edge one line and two line display telephones. Refer to Enterprise Edge telephones  
on page 9 and read the Enterprise Edge Telephone User Card.  
For more information about Enterprise Edge Voice Messaging, ask your System  
Administrator.  
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Using Enterprise Edge Voice Messaging  
2
Introduction  
Enterprise Edge Voice Messaging works with the Enterprise Edge system to  
provide an automated receptionist service. Enterprise Edge Voice Messaging  
answers incoming calls, routes them to extensions and mailboxes in the system, and  
provides message taking capability.  
This chapter describes:  
Enterprise Edge telephones  
Enterprise Edge one line display telephones  
You can use Enterprise Edge one line display telephones for most Enterprise Edge  
Voice Messaging sessions. If you use an Enterprise Edge one line display  
telephone, the display shows the Enterprise Edge Voice Messaging display  
command line. The Enterprise Edge one line display telephone does not show the  
display button options.  
On an Enterprise Edge one line display telephone, all options are given immediately  
by the voice prompts. You make selections using the dialpad only. You do not need  
to wait for the voice prompt to complete the option list. You can interrupt the voice  
prompt and make your selection immediately.  
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Enterprise Edge two line display telephones  
Enterprise Edge two line display telephones show you Enterprise Edge Voice  
Messaging commands and options. All system administration tasks, such as setting  
up a Group List, require a two line display telephone.  
Enterprise Edge two line displays can show up to three display button options at  
once. In cases where there are more options, wait for the voice prompt to state the  
other available options. If you know the corresponding dialpad number for the  
option you want, you can press it any time during the voice prompt.  
Press to return to the previous display prompt.  
An example of the Enterprise Edge Voice Messaging two line display is shown in  
the following illustration.  
Enterprise Edge two line display  
Display command line  
Display button options  
Pswd:  
OTHR  
RETRY  
OK  
Display buttons  
Alternate extensions  
You can have up to two Alternate extensions for your mailbox. If a caller dials the  
main extension (an extension that has Alternate extensions assigned), the call rings  
only at the main extension.  
If the call is not answered and a message is left, a message indicator appears at the  
main extension and at the Alternate extension(s). You can access the message from  
the Alternate extension(s) with ƒ·°⁄ the same way that you access  
messages from your main extension telephone. Only an extension without a  
mailbox assigned to it can be used as an Alternate extension.  
If an Alternate extension is assigned to a telephone that has Caller ID (CLID) and  
Display Caller enabled, CLID information displays and an audible tone occurs at all  
telephones when the call goes to Enterprise Edge Voice Messaging. (For  
information on enabling Display Caller refer to Call Forward with Caller ID (CLID)  
on page 50.) The message can be intercepted using the Interrupt Feature,  
ƒ·°‡, at any telephone as long as the caller is still leaving a  
message.  
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Using Enterprise Edge Voice Messaging 1 1  
Enterprise Edge ATA 2  
You cannot use a telephone attached to an Enterprise Edge ATA 2 for Enterprise  
Edge Voice Messaging System Administration tasks.  
There is no Message Waiting Notification if you are using a telephone connected to  
an Enterprise Edge ATA 2.  
To access Enterprise Edge Voice Messaging features such as Leave Message or  
Open Mailbox, call the Enterprise Edge Voice Messaging extension and follow the  
voice prompts. You can determine the Enterprise Edge Voice Messaging extension  
by pressing ƒ·°fi from any Enterprise Edge telephone equipped  
with a display.  
You can also press:  
˚•·°⁄ to open your mailbox  
or  
˚•·°‚ to leave a message and follow the voice prompts.  
Entering characters on the Enterprise Edge dialpad  
The buttons on your Enterprise Edge telephone dialpad act as both numbers and  
letters. Each button represents a number and also represents letters of the alphabet.  
You can enter a maximum of 16 characters on the command line of the Enterprise  
Edge dialpad. The display shows up to16 characters. The prompt remains on the  
display if you enter fewer than ten characters.  
If you enter information where the prompt and the information is fewer than 16  
characters, you can see both the prompt and the information you enter.  
An example of a display with fewer than 16 characters, where the command line  
prompt remains on the display is the Pswd command line prompt.  
Pswd:1111  
OTHR RETRY OK  
The prompt disappears for the following command line prompts:  
Name:  
Log:  
Dest ph:  
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For instance, the following display shows the Name: command line prompt:  
Name:  
RETRY  
BKSP  
OK  
When you begin to enter the last name, the Name: command line prompt disappears.  
For example, if you enter the name Partridge, you press the dialpad button for  
P, and the display drops the Name: prompt.  
P
RETRY  
BKSP  
OK  
The command line prompt is still not shown on the display after you enter the entire  
name, although the name is only nine characters.  
PARTRIDGE  
RETRY  
BKSP  
OK  
Enterprise Edge Voice Messaging voice prompts  
All Enterprise Edge telephones provide voice prompts.  
The voice prompt tells you the dialpad button to press to use Enterprise Edge Voice  
Messaging options. Voice prompts provide the same options as display buttons.  
Prompts also provide options that do not appear on the display. If you use an  
Enterprise Edge two line display telephone, you can use either the display button or  
the dialpad button to access the option.  
On an Enterprise Edge one line display telephone the voice prompt plays  
immediately. If you do not choose an option after five seconds, the voice prompt  
replays the options. If you still do not choose an option, Enterprise Edge Voice  
Messaging ends the session.  
On an Enterprise Edge two line display telephone the voice prompt plays after a five  
second delay. If you do not choose an option, Enterprise Edge Voice Messaging  
ends the session.  
Interrupting a voice prompt  
You can interrupt a voice prompt by selecting any option on the display or dialpad.  
You can also interrupt a voice prompt by pressing £. You cannot interrupt a voice  
prompt that is informing you of an error.  
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Using Enterprise Edge Voice Messaging 1 3  
Automated Attendant  
The Automated Attendant acts as a receptionist for incoming calls. When enabled,  
the Automated Attendant answers your company’s incoming telephone lines  
depending on the time of day. If callers know which option they want, they can  
interrupt the Automated Attendant by entering their selection on the dialpad of any  
tone-dial telephone.  
The Automated Attendant provides callers with voice prompt commands associated  
with each of the following options:  
entering a mailbox number  
entering the extension  
using the Company Directory  
leaving a message  
reaching the Operator  
selecting an Alternate Language* (not a voice prompt)  
* If your Enterprise Edge Voice Messaging system is installed with bilingual  
capabilities, the caller can press · to listen to the Automated Attendant in the  
Alternate Language.  
When a caller selects an option, the Automated Attendant responds to the command  
either by routing the call to an extension or mailbox within your company, or by  
directing the caller to the Company Directory or the Operator.  
The caller listens and then selects the option they want to use.  
Types of mailboxes  
A mailbox is a storage place for messages. A Enterprise Edge Voice Messaging  
system can have up to 1,000 mailboxes. There are three types of mailboxes:  
Personal  
Information  
Special  
Most users have personal mailboxes.  
Personal mailbox  
A personal mailbox is assigned by the System Administrator and is maintained by  
the mailbox owner. A personal mailbox can be a user or a guest mailbox.  
User mailbox  
A user mailbox can be assigned to each mailbox owner who has an operating  
Enterprise Edge extension.  
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Guest mailbox  
Guest mailboxes provide temporary employees and guests with access to internal  
messaging and call routing features. Guest mailboxes do not have an operating  
extension. They are assigned a number that looks and works like an extension. This  
lets the guest mailbox owner access Enterprise Edge Voice Messaging the same  
way a mailbox owner accesses their mailbox from another extension or telephone.  
If you need a guest mailbox, request one from the System Administrator.  
Information mailbox  
Information mailboxes play informative messages to callers. Information  
mailboxes do not have an operating Enterprise Edge extension, and callers cannot  
leave a message in them. A voice prompt provides callers with access to  
Information mailboxes. An Information mailbox is reached through the Automated  
Attendant, Custom Call Routing (CCR) or the Operator. For more information,  
Information mailboxes are created by the System Administrator, and are maintained  
by either the System Administrator or a mailbox owner.  
Special mailboxes  
Special mailboxes are set up automatically when the Enterprise Edge Voice  
Messaging system is initialized.  
The Special mailboxes include:  
General Delivery mailbox  
System Administrator mailbox  
General Delivery mailbox  
The General Delivery 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  
for mailbox owners whose mailboxes are full. For more information, refer to the  
The receptionist or System Administrator sends messages left in the General  
Delivery mailbox to the appropriate mailbox owner. For more information about  
the General Delivery mailbox, refer to Default mailbox numbers for the General  
System Administrator mailbox  
This mailbox is used by your System Administrator as a personal mailbox. You can  
leave messages for your company’s System Administrator in this mailbox.  
Ask your System Administrator for the mailbox number.  
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Setting up your mailbox  
3
Introduction  
This chapter shows you how to set up your mailbox and describes the following  
topics:  
Initializing your mailbox  
Initializing your mailbox prepares your mailbox to receive messages. Your mailbox  
cannot receive and store messages until it is initialized.  
Initializing your mailbox involves:  
choosing a password from four to eight digits long that does not start with zero  
changing the Enterprise Edge Voice Messaging default password to your new  
password  
recording your name in the Company Directory (refer to Recording or changing  
To initialize your mailbox, follow the steps in Initializing and opening your mailbox  
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1 6 Setting up your mailbox  
Initializing and opening your mailbox for the first time  
To initialize and open your mailbox for the first time:  
1. Press ƒ·°⁄.  
2. Press ‚‚‚‚ (the default password) and press  
Pswd:  
OTHR  
RETRY  
OK  
OK or £.  
Note: If you are at another Enterprise Edge set, press  
OTHR or to access the Log: display prompt.  
From the Log: prompt, enter your mailbox  
number and password as a continuous number.  
Your mailbox number is normally the same as  
your extension. Your default password is  
‚‚‚‚.  
3. This display appears briefly to indicate that you must  
change your password.  
Must change pswd  
4. Choose a password from four to eight digits long that  
does not start with zero. Enter your new mailbox  
password and press OK or £.  
Pswd:  
RETRY  
OK  
5. Enter your new mailbox password again and press OK  
Again:  
RETRY  
OK  
OK  
or £.  
6. At the tone, record your name in the Company  
Directory. Press OK to end your name. Press RETRY or  
¤ to erase and re-record your name.  
Record name:  
RETRY  
Note: Include your mailbox number in your  
Company Directory recording. For example  
Paul Wayne, mailbox 5813”.  
7. Press OK or £ to accept the recording. Press PLAY or  
to listen to the recording. Press RETRY or ¤ to  
erase and re-record your name.  
Accept name?  
RETRY  
PLAY  
OK  
8. Press ® to end the session.  
0 new 0 saved  
PLAY REC  
ADMIN  
After your mailbox is initialized, record your Personal mailbox greetings. If you do  
not record any Personal greetings, your Company Directory name recording plays  
to callers who reach your mailbox.  
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Setting up your mailbox 1 7  
Opening your mailbox  
You can open your mailbox from:  
your own extension  
another Enterprise Edge Voice Messaging extension  
an outside telephone (as shown in Opening your mailbox remotely)  
Opening a mailbox after it is initialized  
This section describes how to open:  
your mailbox from your own telephone  
your mailbox from another Enterprise Edge extension  
a Guest mailbox  
After a mailbox is initialized, follow these steps to open it:  
1. Press ƒ·°⁄.  
2. Enter your mailbox password and press OK or £.  
Pswd:  
OTHR  
RETRY  
OK  
Note: If you are at another Enterprise Edge  
extension, or if you are using a Guest mailbox,  
press OTHR or to access the Log: display  
prompt. From the Log: prompt, enter your  
mailbox number and password as a continuous  
number. Your mailbox number is normally the  
same as your extension.  
Opening your mailbox remotely  
If you are calling your Enterprise Edge Voice Messaging mailbox from an outside  
telephone, press ••, or in the UK press °°, during your greeting to open  
your mailbox. At the voice prompt, enter your mailbox number, password and press  
£. Follow the voice prompts.  
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1 8 Setting up your mailbox  
Mailbox Password  
Your password is from four to eight digits long and cannot start with zero. When  
you initialize Enterprise Edge Voice Messaging, the default mailbox password is  
four zeros (0000). You are prompted to change this password.  
It is recommended that you change your password every 30 days. By changing your  
password regularly, you decrease the chance that someone can discover your  
password and gain access to your system.  
Keep a written copy of your password in a safe place, and avoid giving it to your  
co-workers. Your mailbox password is used to keep your voice messages private  
and confidential. For security reasons, it is a good idea to choose an uncommon  
password (not a predictable password like 1234 or 1111). If someone else knows  
your password, they can access your mailbox and listen to or delete your messages.  
They can also access your Enterprise Edge Voice Messaging system and use it  
fraudulently or disrupt service.  
Changing your mailbox password  
You can change your mailbox password at any time. Remember to choose a  
password from four to eight digits long that does not start with zero.  
To change your password:  
1. Press ƒ·°⁄ to open your mailbox.  
2. Enter your mailbox password and press OK or £.  
Pswd:  
OTHR  
RETRY  
OK  
3. Press ADMIN or °.  
0 new 0 saved  
PLAY REC  
ADMIN  
4. Press PSWD or .  
Mailbox admin  
GREET PSWD QUIT  
5. Enter your new mailbox password and press OK or £.  
Pswd:  
RETRY  
OK  
OK  
6. Enter your new mailbox password again and press OK  
Again:  
RETRY  
or £.  
7. Press ® to end the session.  
Mailbox admin  
GREET PSWD QUIT  
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Setting up your mailbox 1 9  
Company Directory  
The Company Directory is a list of mailbox owners on the Enterprise Edge Voice  
Messaging system. Before you can use your mailbox to receive messages, you must  
record your name in the Company Directory. It is a good idea to include your  
mailbox number in your Company Directory recording. For example “Paul Wayne,  
mailbox 5813”.  
This establishes your “voice” name in a directory that is used by other Enterprise  
Edge Voice Messaging users and outside callers who use the Company Directory.  
If you do not want your name in the Company Directory, tell your System  
Administrator. The Company Directory feature can be disabled by the System  
Administrator. If you do not know whether you have this feature, ask your System  
Administrator.  
Recording or changing your name in the Company Directory  
Names included in the Company Directory can be changed at any time.  
To change your name in the Company Directory:  
1. Press ƒ·°⁄ to open your mailbox.  
2. Enter your mailbox password and press OK or £.  
Pswd:  
OTHR  
RETRY  
OK  
3. Press ADMIN or °.  
0 new 0 saved  
PLAY REC  
ADMIN  
4. Press .  
Mailbox admin  
GREET PSWD QUIT  
Note: This is a voice prompt option. It does not  
appear as a display button option on a two line  
display telephone.  
5. At the tone, record your name. Press OK or £ to end  
your recording. The recording of your name is  
automatically placed in the Company Directory.  
Record name:  
RETRY  
OK  
OK  
6. Press OK or £ to accept your recording. Press PLAY  
or to listen to the recording. Press RETRY or ¤ to  
erase and re-record your name in the Company  
Directory.  
Accept name?  
RETRY  
PLAY  
7. Press ® to end the session.  
Mailbox admin  
GREET PSWD QUIT  
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2 0 Setting up your mailbox  
Assigning a Target Attendant  
The person that you assign to answer your telephone is your Target Attendant.  
After you assign your Target Attendant, a caller who reaches your mailbox can  
press to speak with the Target Attendant.  
If the Target Attendant does not answer, the call goes to your mailbox. If your  
personal mailbox is not available, the call goes to the General Delivery mailbox.  
Remember to tell callers in your greetings that if they need assistance they can press  
to speak to the Target Attendant. For example, “Please press to speak to my  
assistant.” The Target Attendant can be any valid extension. The default Target  
Attendant is the person assigned as the Enterprise Edge Voice Messaging Operator.  
To assign your personal Target Attendant:  
1. Press ƒ·°⁄ to open your mailbox.  
2. Enter your mailbox password and press OK or £.  
Pswd:  
OTHR  
RETRY  
OK  
3. Press ADMIN or °.  
0 new 0 saved  
PLAY REC  
ADMIN  
4. Press .  
Mailbox admin  
GREET PSWD QUIT  
5. Press CHNG or to change the Target Attendant. The  
Atdt ext: oper prompt indicates that the current  
Target Attendant is the Enterprise Edge Voice  
Messaging Operator.  
Atdt ext: oper  
CHNG  
QUIT  
OPER  
QUIT  
6. Enter the extension number of your new Target  
Attendant. Press OPER or to change the Target  
Attendant back to the Enterprise Edge Voice  
Messaging Operator.  
Ext:  
RETRY  
7. The Atdt ext:xxx prompt appears, where xxx  
represents the extension you entered. Press QUIT to  
accept the number of the Target Attendant. Press CHNG  
or to change the Target Attendant.  
Atdt ext: <xxx>  
CHNG  
8. Press ® to end the session.  
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Feature codes and mailbox options  
4
Introduction  
This chapter describes the Enterprise Edge Voice Messaging feature codes and  
mailbox options including:  
Feature codes  
The table Description of feature codes explains the purpose of each Enterprise Edge  
Voice Messaging feature code. You can program the feature codes onto memory  
buttons. For information, refer to Programming a memory button with a feature  
Description of feature codes  
Feature code name  
Feature code buttons Description  
Leave Message  
ƒ·°‚  
Leaves a message in a mailbox. No password  
is required.  
Open Mailbox  
Operator Status  
ƒ·°⁄  
Opens your Personal mailbox to listen to your  
messages and access Enterprise Edge Voice  
Messaging options. Your personal password  
is required.  
ƒ·°¤  
Not a user feature. Used by the System  
Administrator, receptionist, or Operator to set  
the Operator Status.  
Call Forward to  
Enterprise Edge Voice  
Messaging  
ƒ·°›  
Forwards incoming calls to Enterprise Edge  
Voice Messaging.  
Enterprise Edge Voice ƒ·°fi  
Messaging extension  
Determines the Enterprise Edge Voice  
Messaging extension. You need to know  
what the Enterprise Edge Voice Messaging  
extension is when you forward your  
extension to Enterprise Edge Voice  
Messaging.  
Transfer  
Interrupt  
ƒ·°fl  
Transfers calls to a mailbox.  
ƒ·°‡  
Interrupts Enterprise Edge Voice Messaging  
when a caller is listening to your personal  
mailbox greeting or leaving a message. This  
allows you to speak with a caller who has  
reached your mailbox. (Refer to the Note that  
follows this table.)  
Call Record  
ƒ·°·  
Records a telephone call from your  
Enterprise Edge telephone. The message is  
left in your mailbox.  
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2 2 Feature codes and mailbox options  
Note: If a caller who is leaving a message in a mailbox is interrupted, the part of  
the message that is recorded before the interruption remains in the mailbox.  
Delete this message. If Off-premise Message Notification is turned on, the  
interrupted message causes Enterprise Edge Voice Messaging to call the  
Off-premise Message Notification number immediately. For information on  
Off-premise Message Notification, refer to About Off-premise Message  
Note: If Outbound Transfer is turned on, you cannot interrupt the call unless you  
interrupt it before the caller transfers to your Outbound Transfer destination  
number by pressing . For information on Outbound Transfer, refer to  
Programming a memory button with a feature code  
Each Enterprise Edge Voice Messaging feature code can be programmed to a single  
memory button.  
To program a memory button:  
1. Do not lift your handset. Press ƒ•‹.  
Program Features  
2. The display shows Program Features.  
3. Press a programmable button.  
4. Press ƒ.  
Press a button  
QUIT  
Feature code:  
QUIT  
F_  
QUIT  
5. Enter the feature code number you want to program.  
For example, enter ·°‚ to program the Leave  
Message feature code. For a list of frequently used  
feature codes, refer to the table Description of feature  
CLEAR  
Programmed  
The display shows that the button is programmed.  
Repeat steps 1 through 5 for each Enterprise Edge  
Voice Messaging feature code you want to program.  
Use one of the paper labels that come with your Enterprise Edge telephone to  
identify the programmed button. To use the feature, press the labeled button.  
Enterprise Edge 2.0 Voice Messaging Reference Guide  
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Feature codes and mailbox options 2 3  
Mailbox options  
To access the main mailbox menu, refer to the table Main Mailbox menu and  
options on page 23. The main mailbox menu options are described in the table Main  
To access the mailbox administration menu, refer to Mailbox Administration menu  
on page 23. The mailbox administration options are described in Mailbox  
Main Mailbox menu and options  
To access the main mailbox menu:  
1. Press ƒ·°⁄ to open your mailbox.  
2. Enter your mailbox password and press OK or £.  
Pswd:  
OTHR  
RETRY  
OK  
3. The main mailbox menu options appear. Choose one  
of the options shown in the table below.  
0 new 0 saved  
PLAY REC  
ADMIN  
Table 1 Main Mailbox options  
Display Dialpad  
button button  
Description  
page  
PLAY  
REC  
¤
°
--  
ADMIN  
Changing mailbox options. Refer to the Mailbox Administration 23  
menu.  
--  
--  
Talking to an operator if an operator is available.  
--  
£
Mailbox Administration menu  
To access the Mailbox Administration menu:  
1. Press ƒ·°⁄ to open your mailbox.  
2. Enter your mailbox password and press OK or £.  
Pswd:  
OTHR  
RETRY  
OK  
3. Press ADMIN or °.  
0 new 0 saved  
PLAY REC  
ADMIN  
4. Choose one of the options shown in the table Mailbox  
Mailbox admin  
GREET PSWD QUIT  
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Table 2 Mailbox Administration options  
Display  
button  
Dialpad Description  
button  
page  
--  
¤
GREET  
PSWD  
--  
Assigning a Target Attendant. The Target Attendant answers 20  
the call if a caller presses during the call. The Target  
Attendant overrides the Designated Operator.  
--  
°
--  
QUIT  
Quitting the Mailbox Administration menu and returning to  
the Main menu.  
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Greetings  
5
Introduction  
This chapter describes mailbox greetings and how to record them. This chapter  
includes:  
Types of mailbox greetings  
The two types of greetings are:  
Personal mailbox greetings (which include Primary, Alternate, and  
Personalized greetings)  
Information mailbox greetings  
Personal mailbox greetings  
Personal mailbox greetings play to callers who reach your mailbox. Greetings  
inform callers that they have reached the correct mailbox and give callers any  
necessary information or instructions. You can change the greetings at any time.  
After you initialize your mailbox, you can record your greetings. If you do not  
record any Personal greetings, your Company Directory name recording plays to  
callers who reach your mailbox. Refer to Recording or changing your name in the  
There are three types of Personal mailbox greetings: Primary, Alternate and  
Personalized.  
Recording technique for personal mailbox greetings  
When you record your Personal greetings, remember to speak clearly and at a pace  
that is easy to understand. After you record a greeting, you can replay it before you  
accept it. You can record or change a greeting from any Enterprise Edge telephone  
or, if you are away from the office, from any touch tone phone. When you record a  
greeting, do not use the Handsfree feature. You have better results if you speak  
directly into the handset.  
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Primary mailbox greeting  
Record your Primary mailbox greeting for everyday use. In this greeting include  
your name and a brief message explaining to callers that you are unable to answer  
their calls. For example:  
“Hi. This is Paul Wayne. I’m not able to take your call right now. Please leave me  
a message at the tone and I will return your call as soon as possible.”  
If you are a new mailbox owner, record your Primary mailbox greeting  
immediately.  
Alternate mailbox greeting  
The Alternate mailbox greeting is normally used for special circumstances. For  
example:  
“Hi. This is Paul Wayne. I am out of the office until Thursday, the 17th of  
December. Although I am out of the office, I do check my mailbox daily. Please  
leave me a message at the tone and I will return your call as soon as possible. Thank  
you.”  
After it is recorded, you must choose which greeting you want Enterprise Edge  
Voice Messaging to play. You can change the selection at any time, and as often as  
needed.  
Personalized mailbox greeting  
Personalized mailbox greetings are available only if your company subscribes to the  
Caller ID (CLID) service from your local telephone company. For more  
information about CLID, ask your System Administrator.  
A Personalized mailbox greeting plays to callers based on the caller’s phone  
number. Enterprise Edge Voice Messaging recognizes the assigned incoming  
phone number and plays the Personalized mailbox greeting. For example:  
“Hi Susan. I may have missed your call, but I don’t want to miss meeting you for  
lunch. See you at noon.”  
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Information mailbox greetings  
Information mailboxes greetings provide messages and announcements to callers.  
A caller is automatically disconnected after listening to an Information mailbox  
greeting. Information mailboxes can be used to:  
announce sales  
provide product lists  
announce special events  
For example:  
“Paddy’s Dance Studio proudly presents an extravaganza of dance. The  
entertainment begins at 8:00 p.m. on the fourth of July. Toddlers tap is in the White  
Room. Folk dance is in the Green Room. Classical ballet is in the Pink Room.  
Contemporary jazz is in the Blue Room. The Studio and Recital Rooms are located  
at 222 Main Street.”  
Make Information mailboxes easy for a caller to find. Do this by using your  
company Operator or the Automated Attendant Company greetings to route the  
caller. For details about Information mailboxes, ask your System Administrator.  
Information mailboxes are different from Custom Call Routing (CCR) Information  
Mailboxes. Callers must use the CCR Tree to access a CCR Information mailbox.  
For more information about CCR Information Mailboxes, ask your System  
Administrator.  
Recording a Primary or Alternate mailbox greeting  
This procedure shows you how to record your Primary or Alternate mailbox  
greetings. To start using Enterprise Edge Voice Messaging, only a Primary mailbox  
greeting is necessary. If you do not record any Personal mailbox greetings, your  
Company Directory name recording plays to callers who reach your mailbox.  
If you record both Primary and Alternate mailbox greetings, you must choose which  
greeting plays. If you do not choose a greeting, the Primary mailbox greeting  
automatically plays. For information on how to choose a greeting, refer to Choosing  
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To record your Primary or Alternate mailbox greeting:  
1. Press ƒ·°⁄ to open your mailbox.  
2. Enter your mailbox password and press OK or £.  
Pswd:  
OTHR  
RETRY  
OK  
Note: If you record a mailbox greeting from a  
telephone that has not been assigned to your  
Personal mailbox, press OTHR. The display  
shows the Log: prompt. When this prompt  
appears, enter your mailbox number and  
password.  
If you are using a one line display telephone,  
press at the Pswd: prompt to show the Log:  
prompt.  
3. Press ADMIN or °.  
4. Press GREET or ¤.  
5. Press REC or .  
0 new 0 saved  
PLAY REC  
ADMIN  
Mailbox admin  
GREET PSWD QUIT  
Greeting options  
REC CHOOSE  
Greeting:  
CFWD  
PERS  
6. Press PRIME or to record the Primary mailbox  
greeting. Press ALT or ¤ to record the Alternate  
mailbox greeting.  
PRIME  
ALT  
Note: If you are changing your greeting, your current  
recorded Primary mailbox greeting begins to  
play.  
7. Press YES or and record your greeting at the tone.  
Record new?  
YES NO  
QUIT  
8. Press OK or £ to end your recording.  
Record greeting:  
RETRY  
OK  
OK  
9. Press OK or £ to accept the greeting. Press PLAY or  
to listen to the greeting. Press RETRY or ¤ to  
erase and re-record the greeting.  
Accept greeting?  
RETRY  
PLAY  
10. Press ® to end this session.  
Mailbox admin  
GREET PSWD QUIT  
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Choosing a Primary or Alternate mailbox greeting  
Primary mailbox greeting  
You record a Primary mailbox greeting after initializing your mailbox. If you record  
a Primary and an Alternate mailbox greeting, you need to choose which greeting  
plays. If you do not choose a greeting, the Primary mailbox greeting plays  
automatically.  
Alternate mailbox greeting  
If you choose the Alternate mailbox greeting, you are asked whether the mailbox  
accepts messages. If you choose Y (yes) your mailbox receives messages in the  
normal way.  
If you choose N (no) the following occurs:  
messages cannot be left in the mailbox  
the Alternate mailbox greeting takes precedence over all other greetings  
if a caller presses a button to fast forward the message, they hear a voice prompt  
that says this is a special greeting  
if a caller presses a button to send a fax, the fax goes to the general delivery  
mailbox (not your personal mailbox)  
If you choose the Alternate mailbox greeting, remember to change back to the  
Primary mailbox greeting at the appropriate time.  
To choose a Primary or Alternate mailbox greeting:  
1. Press ƒ·°⁄ to open your mailbox.  
2. Enter your mailbox password and press OK or £.  
Pswd:  
OTHR  
RETRY  
OK  
3. Press ADMIN or °.  
0 new 0 saved  
PLAY REC  
ADMIN  
4. Press GREET or ¤.  
Mailbox admin  
GREET PSWD QUIT  
5. Press CHOOSE or ¤ to choose a greeting.  
Greeting options  
REC CHOOSE CFWD  
6. Press PRIME or to choose the Primary mailbox  
greeting. Press ALT or ¤ to choose the Alternate  
mailbox greeting.  
Use greeting:  
PRIME  
ALT  
QUIT  
Note: If you choose the Alternate mailbox greeting,  
go to step 7. If you choose the Primary mailbox  
greeting, go to step 8.  
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7. If you choose the Alternate mailbox greeting, you are  
asked whether the mailbox accepts messages. Press  
CHNG to toggle from yes to no. If you choose Y (yes)  
then the mailbox can receive messages. If you choose  
N (no) messages cannot be left in the mailbox. Press  
OK.  
Accept msgs:Y  
CHNG  
OK  
8. Press ® to end the session.  
Mailbox admin  
GREET PSWD QUIT  
Note: If you choose a greeting that is not yet recorded, you are transferred back to  
the greeting options menu to record the greeting.  
Recording a Personalized mailbox greeting  
If your company subscribes to a CLID service, you can record a Personalized  
mailbox greeting. For more information about CLID, ask your System  
Administrator. A Personalized mailbox greeting plays only for a person calling  
from the phone number that you designate. For the Personalized mailbox greeting  
to play, the phone number you enter must match the caller’s phone number exactly.  
You can record up to three Personalized mailbox greetings, but each greeting can  
be assigned to only one phone number.  
If you record a Personalized greeting, program your mailbox to receive messages  
and choose an Alternate mailbox greeting, the Personalized greeting takes  
precedence over any other greetings. If you program your mailbox not to receive  
messages and choose an Alternate mailbox greeting, the Alternate mailbox greeting  
takes precedence over any other greeting, including Personalized mailbox  
greetings.  
To record a Personalized mailbox greeting:  
1. Press ƒ·°⁄ to open your mailbox.  
2. Enter your mailbox password and press OK or £.  
Pswd:  
OTHR  
RETRY  
OK  
3. Press ADMIN or °.  
4. Press GREET or ¤.  
5. Press REC or .  
0 new 0 saved  
PLAY REC ADMIN  
Mailbox admin  
GREET PSWD QUIT  
Greeting options  
REC CHOOSE CFWD  
6. Press PERS or to record a Personalized mailbox  
Greeting:  
PRIME  
ALT  
PERS  
greeting.  
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7. Enter a Personalized greeting number of 1, 2, or 3.  
Greeting:  
RETRY  
OK  
OK  
OK  
8. Press CHNG or .  
Ph: <none>  
CHNG  
9. Enter the phone number (maximum 10 digits) to which  
you are assigning the Personalized mailbox greeting.  
Press OK or £ to accept the phone number.  
Ph:  
RETRY  
10. At the tone, record the greeting. Press OK or £ to end  
Record greeting:  
RETRY  
OK  
OK  
the recording.  
11. Press OK or £ to accept the recording. Press PLAY or  
to listen to the recording. Press RETRY or ¤ to  
erase and re-record the greeting.  
Accept greeting?  
RETRY  
PLAY  
12. To record another Personalized mailbox greeting,  
repeat steps 5 through 11. Press ® to end the  
session.  
Deleting a Personalized mailbox greeting  
If you program Enterprise Edge Voice Messaging with a Personalized mailbox  
greeting that you no longer need, you can delete the Personalized mailbox greeting.  
To delete a Personalized mailbox greeting:  
1. Press ƒ·°⁄ to open your mailbox.  
2. Enter your mailbox password and press OK or £.  
Pswd:  
OTHR  
RETRY  
OK  
3. Press ADMIN or °.  
4. Press GREET or ¤.  
5. Press REC or .  
0 new 0 saved  
PLAY REC  
ADMIN  
Mailbox admin  
GREET PSWD QUIT  
Greeting options  
REC CHOOSE CFWD  
6. Press PERS or to choose a Personalized mailbox  
Greeting:  
PRIME ALT  
PERS  
OK  
greeting.  
7. Enter the Personalized greeting number (1, 2, or 3)  
that you want to delete.  
Greeting:  
RETRY  
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8. Press DEL or ¤ to delete the greeting.  
Ph: XXXXXXX  
CHNG DEL  
OK  
9. Press ® to end the session.  
Recording an Information mailbox greeting  
Before you record an Information mailbox greeting, you must determine what the  
greeting includes. As you prepare your greeting, be sure to include important times  
and dates. Write the greeting down and practice reading it aloud. When you are  
confident the greeting includes everything you want it to, record the greeting. If you  
are using an Enterprise Edge Voice Messaging system with bilingual capability,  
you must record the Information mailbox greeting in both languages.  
An Information mailbox greeting can be either a Primary or an Alternate mailbox  
on page 27 to record an Information mailbox greeting.  
Note: In order to record an Alternate Information mailbox greeting, your system  
must be configured as Bilingual. Ask your System Administrator if your  
system is configured as Bilingual.  
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Accessing your messages  
6
Introduction  
This chapter describes accessing your messages and explains the following related  
topics:  
Receiving calls  
Enterprise Edge Voice Messaging can be used by any outside caller and by other  
mailbox owners in your company. When you are away from the office, you can use  
Enterprise Edge Voice Messaging with any touch tone phone. When you are at the  
office, you can use Enterprise Edge Voice Messaging from any Enterprise Edge  
telephone connected to your company’s Enterprise Edge Voice Messaging system.  
Even outside callers who use a rotary dial telephone can use Enterprise Edge Voice  
Messaging. If a caller uses Enterprise Edge Voice Messaging from a rotary dial  
telephone, the system transfers the call to your company receptionist or the  
Operator. If a receptionist or the Operator is not available to answer the call, the call  
transfers to the General Delivery mailbox.  
Enterprise Edge Voice Messaging Never Full mailbox feature  
The Never Full mailbox feature lets external callers leave a message in your  
mailbox, even if the mailbox is technically “full”. The message is stored in your  
mailbox, but cannot be accessed until you delete at least one existing message to  
allow space for the new message. If you attempt to listen to any new messages  
before deleting an existing message, you hear this voice announcement:  
“Your mailbox is full. You must erase some messages before you can listen to new  
messages.”  
If your mailbox is full, you cannot leave a message in another mailbox, create a new  
message, copy, send, or reply to a message, until you delete at least one existing  
message.  
The Never Full mailbox feature is not available to internal callers. Internal callers  
cannot leave messages in mailboxes that are technically “full”.  
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Listening to your mailbox messages  
To listen to your messages:  
1. Press ƒ·°⁄ to open your mailbox.  
2. Enter your mailbox password and press OK or £.  
Pswd:  
OTHR  
RETRY  
OK  
3. Press PLAY to listen to your messages. For options,  
2 new 0 saved  
PLAY  
REC  
ADMIN  
refer to the table Listening to your mailbox messages.  
4. Press ® to end the session.  
A number of options are available to you during and after listening to a message.  
The table Listening to your mailbox messages shows the options and when they are  
available.  
Listening to your mailbox messages  
Option  
Button  
Available  
while  
Available Description  
after  
listening to a listening to  
message  
a message  
Backup  
Copy  
Rewinds the message nine seconds and resumes  
playing it from that point.  
or  
X
< <<  
Sends a copy of the message to one or more  
mailboxes. When you record the introduction to  
the forwarded message, the introduction must be  
more than three seconds long.  
or  
X
X
X
COPY  
End of  
Message  
Goes to the end of the message.  
‹‹  
or  
> >> > >>  
Envelope  
Erase  
Plays the information in the message envelope.  
Envelope information includes the date and time  
the message was sent and, if the message is  
internal, the directory name of the sender. This  
option is not shown on the display.  
X
X
X
Deletes the message currently playing or if no  
messages are playing, deletes the last message  
played. Deleted messages remain in your mailbox  
until the session is ended. (Refer to Notes 1 and  
2.)  
°
or  
X
X
ERASE  
Forward  
Advances the message nine seconds and  
continues playing from that point. A message can  
be forwarded as many times as required.  
or  
> >>  
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Accessing your messages 3 5  
Listening to your mailbox messages  
Option  
Button  
Available  
while  
Available Description  
after  
listening to a listening to  
message  
a message  
Next  
Plays the next message in your mailbox. If used  
while a message is playing, it stops playing the  
current message and plays the next message in  
your mailbox. This option is not shown on the  
display.  
or  
X
X
££  
Pause/  
Continue  
Temporarily stops a message. When you stop the  
message, you can play the previous message,  
continue playing the current message, or skip to  
the next message.  
¤
or  
X
X
STOP/PLAY  
Previous  
Stops playing the current message and plays the  
previous message. This option is not shown on  
the display.  
X
X
Quit  
Stops playing the message and plays the Mailbox  
main menu options.  
Replay  
⁄⁄  
or  
Replays the message from the beginning of the  
message.  
X
X
< << < <<  
Replay  
Reply  
Replays the last message. This option is not  
shown on the display.  
X
X
Replies to a message. (Refer to Note 3.)  
The reply can be either:  
·
or  
- a message to an internal sender’s mailbox  
REPLY  
- a telephone call to an internal or external  
party (Refer to Note 4.)  
Save  
Message  
Saves the message being played. (If you do not  
delete a message, it is automatically saved). This  
option is not shown on the display unless you  
erase a message. If you erase a message and play  
the message again, you can press SAVE on an  
Enterprise Edge two line display telephone.  
(Refer to Note 2.)  
‡‡  
or  
SAVE  
X
X
Volume  
Control  
Adjusts the volume of the message that is  
playing. The volume increases each time you  
press . After four consecutive presses, the  
volume returns to the lowest level. This option is  
not shown on the display.  
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Notes:  
1. Because your mailbox has limited message storage space, delete any messages  
you no longer need. After a certain time period, your saved messages are  
erased automatically. Ask your System Administrator about this.  
2. You can retrieve a deleted message only if you have not quit the session in  
which you deleted it. Locate the deleted message. Then play (press ⁄⁄)  
and save (press ‡‡ or SAVE) the message. For further information about  
retrieving deleted messages refer to About erased messages.  
3. Applies only if the Reply feature is enabled.  
4. You can reply to an outside caller by dialing them back if your company  
subscribes to Caller ID (CLID) service. For further information about replying  
About erased messages  
After listening to your messages and exiting Enterprise Edge Voice Messaging, all  
messages that you do not erase are automatically saved. Since message storage  
space is limited, we recommend that you erase messages that are no longer needed.  
You can retrieve an erased message if you are still in the Enterprise Edge Voice  
Messaging session. An erased message remains in your mailbox until you end the  
current Enterprise Edge Voice Messaging session.  
After you erase a new or saved message, the number of new or saved messages  
shown on the display is decreased by one. Even though the display shows 0 new 0  
saved, you can still play and retrieve your erased messages. Press PLAY or ¤ to  
listen to your erased message. Refer to the table Listening to your mailbox messages  
After you play your erased message, you are given the option to save it. If you end  
the current session without saving the erased message, it is permanently deleted  
from Enterprise Edge Voice Messaging.  
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Accessing your messages 3 7  
Call Screening  
Call Screening lets you determine who is calling before you accept the call. It  
applies only to external calls transferred from the Automated Attendant or from  
Custom Call Routing (CCR). See your System Administrator for information on  
CCR.  
Call Screening is useful in the following circumstances:  
if CLID is not available  
if CLID is not a reliable indication of the caller identity  
if your Enterprise Edge telephone does not have display capabilities  
The System Administrator enables the Call Screening feature for your Enterprise  
Edge Voice Messaging system.  
If Call Screening is unavailable, the call transfers immediately for the following  
types of calls:  
internal calls  
external calls placed directly to your phone number  
external calls for which you have established a Personalized greeting  
How to use Call Screening  
To use the Call Screening feature:  
1. You receive an external call that is transferred from the Automated Attendant  
or from Custom Call Routing (CCR).  
2. Enterprise Edge Voice Messaging announces the caller’s name to you. If the  
caller chooses not to record their name, the voice prompt says, “Unknown  
caller.”  
3. You can answer the call or let the caller leave a message in your Enterprise  
Edge Voice Messaging mailbox:  
• press ANS or to answer the call  
• press QUIT or to transfer the call to your Enterprise Edge Voice Messaging  
mailbox. (The caller is informed that you are not available).  
If Call Screening is enabled, Enterprise Edge Voice Messaging asks the caller to  
record their name after the tone. (If the caller presses when they are asked to  
record their name, the call goes back to the Automated Attendant.) The caller hears  
a hold tone while they wait. If you do not answer, the caller is informed that you are  
not available, and the call transfers to your mailbox.  
Since some callers do not like to record their name and wait for service, use this  
feature with discretion.  
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Sending messages  
7
Introduction  
This chapter describes sending messages and explains:  
Types of messages  
There are two types of messages: Broadcast messages and Personal messages.  
Broadcast messages  
If you open your Personal mailbox and a message plays immediately, this is a  
Broadcast message left by your System Administrator. This type of message can be  
sent only by your System Administrator. Make sure you listen to the entire message.  
After it plays, the message is automatically erased from your mailbox.  
Personal messages  
Sending personal messages to a mailbox  
To send a message when you do not know the person’s mailbox number, use the  
Company Directory. Refer to Using the Company Directory on page 40.  
Personal messages addressed to a Group List  
You can send a message to a group of people by addressing a message to a Group  
List. For more information, refer to Sending a message using a Group List on page  
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4 0 Sending messages  
About recording and sending a message  
Messages can be recorded and sent using:  
the Open Mailbox feature (ƒ·°⁄)  
the Leave Message feature (ƒ·°‚)  
When you use the Open Mailbox feature, you open your personal mailbox and enter  
your password. Then you record your message and enter the extension of the  
message recipient.  
The Leave Message feature prompts you to enter the extension of the message  
recipient immediately. Then you record your message. No password is required  
because you do not open a mailbox.  
Both features allow you to:  
use the Company Directory (refer to Using the Company Directory)  
assign message delivery options (refer to Message delivery options on page 42)  
send a message to more than one recipient (refer to Sending a message to more  
Using the Company Directory  
You can find any initialized mailbox by searching the Company Directory. Use the  
Company Directory if you do not know the mailbox number of someone you want  
to send a message to. You can access the Company Directory if:  
the display shows DIR  
the voice prompt announces, “Press £ to use the Directory.”  
you are prompted to choose a mailbox  
The Company Directory option is available from both the Open Mailbox feature  
and the Leave Message feature.  
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To access the Company Directory using the Leave Message feature:  
1. Press DIR or £ to use the Company Directory.  
Mbox:  
DIR  
QUIT  
OK  
2. Use the dialpad buttons associated with the first three  
or four letters of the mailbox owner’s name to locate  
and select the person’s mailbox. (Enter the last name,  
first name or both names depending on how your  
system is set up. This display shows an example of a  
prompt for a mailbox owner’s last name.) You do not  
need to enter a comma. Press OK or £.  
Last name:  
For example, to enter the letters “Wayn”  
press ·¤·fl. If the mailbox owner has fewer  
than four letters in their last name, press the buttons on  
the dialpad to spell out the entire last name, and press  
OK or £. For more information, refer to Entering  
3. In this example, the name of the mailbox owner, Paul  
Wayne appears on the display and is announced. To  
accept the mailbox owner, press OK or £.  
Wayne, Paul  
RETRY  
NEXT  
OK  
If you do not want the person who is shown, press  
NEXT or to see the next matching name.  
4. The greeting of the mailbox owner plays. If the  
mailbox owner you select does not have a Personal  
greeting recorded and selected, you hear their  
Company Directory recording.  
Wayne, Paul  
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Message delivery options  
Enterprise Edge Voice Messaging gives you five message delivery options:  
Normal  
Certified  
Urgent  
Private  
Timed Delivery  
Option  
Send  
Display button Dialpad button Description  
SEND  
£ or ®  
Sends a message with Normal delivery  
option.  
Certified  
Urgent  
CERT  
Sends you notification that your message  
has been received and played.  
URGENT  
Plays messages marked Urgent before  
other messages the mailbox. Urgent  
messages are preceded by the voice  
prompt, “This message is urgent”.  
¤
Other  
OTHR  
Accesses the Private and Timed delivery  
options. If PRIV appears instead of OTHR,  
the Timed delivery option is not available.  
Private  
Timed  
PRIV  
TIME  
Private messages cannot be forwarded to  
another mailbox.  
Lets you assign when the message is sent.  
Normal, Certified, and Private messages play in the order they are received. Urgent  
messages play before other messages left in the mailbox, except for Broadcast  
messages. (Refer to Broadcast messages on page 39.) The Certified and Timed  
delivery options are available only if you call from a telephone that has a mailbox  
associated with it. Messages sent with the Timed delivery option are played at the  
time that you specify.  
If you use the Timed delivery option, you first enter the time, including a.m. or p.m.  
You are then prompted to accept or change the date, which defaults to today or  
tomorrow, and you can accept the date that corresponds to the next occurrence of  
the specified time. Dates are shown by month and day, and the year is inferred. If  
the month and day are earlier than the current date, the next year is assumed. When  
the specified time and date occurs, the message is sent. You cannot cancel the  
message prior to delivery.  
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Assigning message delivery options using the Open Mailbox feature  
To assign message delivery options using the Open Mailbox feature:  
1. Press CERT or to assign the Certified delivery  
Delivery options  
CERT URGENT OTHR  
option. Press URGENT or ¤ to assign the Urgent  
delivery option. Press OTHR to assign the Private or  
Timed delivery options. If PRIV appears instead of  
OTHR, the Timed delivery option is not available.  
Note: The OTHR display button is not available or  
required for one line display telephones. You  
can access the Private and Timed Delivery  
options by pressing the dialpad buttons on a  
two line or a one line display telephone.  
2. Press PRIV or to send a message with a Private  
Delivery options  
PRIV  
TIME  
delivery option. If you press PRIV or , go to step 7.  
If you want to send a message with the Timed delivery  
option press TIME or . If you press TIME or ,  
continue with step 3.  
3. Enter the time that you want to send a message using  
Time hhmm:  
RETRY  
the Timed delivery option.  
Note: This is a four digit field. Any single-digit hour  
or minute must be preceded by a zero. For  
example, enter 0800 for eight o’clock.  
4. Press AM or ⁄  
hh:mm  
RETRY  
AM  
PM  
OK  
or  
PM or ¤.  
5. Press OK or £ to accept the time you entered or press  
hh:mm am/pm  
RETRY  
RETRY or to change the time.  
6. Press CHNG or to change the date shown to a  
different date. Press NXTDAY to change the date to the  
next day (the day after the date that is shown). Press  
OK or £ to accept the date shown, which defaults to  
today or tomorrow, and select the one that corresponds  
to the next occurrence of the specified time.  
Tu mm dd  
CHNG  
NXTDAY OK  
7. Press SEND or £ to send this message now. Press •  
Wayne, Paul  
OPTS  
CC  
SEND  
to cancel all delivery options.  
8. Press ® to end this session.  
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Assigning message delivery options using the Leave Message feature  
To assign message delivery options using the Leave Message feature:  
1. Press ƒ·°‚.  
2. Enter the mailbox number or Group List number of the  
person or Group you want to leave a message for. If  
you do not know the mailbox number, press DIR or £  
to use the Company Directory.  
Mbox:  
DIR  
QUIT  
3. At the sound of the tone, record your message. Press  
PAUSE or ¤ to pause during your recording. If you  
pause, press CONT or ¤ to continue recording your  
message. Press OK or £ to end your recording. Press  
RETRY to erase and re-record your message.  
Record message:  
RETRY PAUSE  
OK  
4. Press PLAY or to listen to your message before  
sending it. Press RETRY or ¤ to erase and re-record  
your message. Press to access delivery options.  
Press SEND or £ to send your message now.  
Message options:  
RETRY PLAY SEND  
Recording and sending a message using the Open Mailbox feature  
To record and send a message using the Open Mailbox feature:  
1. Press ƒ·°⁄ to open your mailbox.  
2. Enter your mailbox password and press OK or £.  
Pswd:  
OTHR  
RETRY  
OK  
3. Press REC or and record your message at the tone.  
0 new 0 saved  
PLAY REC  
ADMIN  
4. Record your message. Press PAUSE or ¤ to pause  
your message. When you wish to resume recording,  
press CONT or ¤ to continue recording your message.  
Press OK or £ to end your recording. Press RETRY to  
erase and re-record your message.  
Record message:  
RETRY PAUSE  
OK  
OK  
5. Press OK or £ to accept your message. Press PLAY or  
to listen to your message. Press RETRY or ¤ to  
erase and re-record your message.  
Accept rec?  
RETRY PLAY  
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6. Enter the mailbox number or Group List number of the  
person or Group you want to leave a message for. If  
you do not know the mailbox number, press DIR or £  
to use the Company Directory.  
Mbox:  
DIR  
QUIT  
SEND  
7. Press SEND or £ to send the message now with the  
Normal delivery option. Press OPTS or for delivery  
options. Press CC or to send this message to more  
than one mailbox owner, with one set of delivery  
options applied to all recipients.  
Wayne, Paul  
OPTS  
CC  
Note: The display shows the name of the mailbox  
owner or Group (in this example, mailbox  
owner Paul Wayne).  
Press ® to end this session.  
0 new 8 saved  
PLAY REC  
ADMIN  
Recording and sending a message using the Leave Message feature  
To record and send a message using the Leave Message feature:  
1. Press ƒ·°‚.  
2. Enter the mailbox number or Group List number of the  
person or Group you want to leave a message for. If  
you do not know the mailbox number, press DIR or £  
to use the Company Directory.  
Mbox:  
DIR  
QUIT  
3. At the sound of the tone, record your message. Press  
Record message:  
RETRY PAUSE  
OK  
OK or £ to end your message.  
4. Press SEND or £ or replace the receiver to send the  
message using the Normal Delivery Option. Press  
PLAY or to listen to your message. Press RETRY or  
¤ to erase and re-record your message. Press to  
change the Delivery Options.  
Message options:  
RETRY PLAY SEND  
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Replying to messages  
You can reply to internal message senders and to external message senders. To  
reply to a message from an external message sender, your company must subscribe  
to Caller ID (CLID).  
Replying to an internal message sender  
You can reply to a message from an internal message sender by:  
Using the CALL option. If you select CALL, you are immediately transferred to  
the internal message sender’s extension. You must have an initialized  
Enterprise Edge Voice Messaging mailbox and an operating directory to use the  
CALL option.  
Using the MSG option. If you select the MSG option, begin recording your reply  
at the tone.  
To reply to an internal message sender:  
1. Press ƒ·°⁄ to open your mailbox.  
2. Enter your mailbox password and press OK or £.  
3. Press PLAY or ¤.  
Pswd:  
OTHR  
RETRY  
OK  
1 new 0 saved  
PLAY REC  
ADMIN  
4. After you listen to your message, press REPLY or ·.  
End of message  
REPLY ERASE NEXT  
5. Press CALL or ¤ to call the message sender  
or  
Reply to msg  
MSG  
CALL  
QUIT  
press MSG or to record and send a reply.  
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Replying to an external message sender  
You can reply to a message from an external message sender if your company  
subscribes to CLID. Before using the Reply option you must play the message.  
To reply to an external message sender:  
1. Press ƒ·°⁄ to open your mailbox.  
2. Enter your mailbox password and press OK or £.  
Pswd:  
OTHR  
RETRY  
OK  
3. Press PLAY or ¤.  
1 new 0 saved  
PLAY REC  
ADMIN  
4. Press REPLY or ·.  
End of message  
REPLY ERASE NEXT  
5. Enterprise Edge Voice Messaging dials the external  
number directly.  
After you call the message sender, your session ends.  
Sending a message to more than one recipient  
Sending a message using a Group List  
A Group List is a collection of mailbox owners. When you send a message to a  
Group List, each mailbox owner in the Group List receives the same message. If  
you are a member of the group you are addressing, you do not receive a copy of the  
message.  
If you need a Group List, ask your System Administrator to create a Group List for  
you. Include the following information for the System Administrator:  
the mailbox owners’ names  
a list of the mailbox numbers  
the Group List name  
Your System Administrator can publish a list of the mailboxes in each Group List.  
You can enter the Group List number instead of a mailbox number at the Mbox:  
prompt. You can also enter the name of the Group List in the Company Directory  
at the DIR prompt.  
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Forwarding a copy of a message to one or more recipients  
From the Main Mailbox menu you can forward a copy of a message during or after  
playing the message. When you forward a copy of a message to a mailbox, you can  
record an introduction to the message. Your introduction must be at least three  
seconds long.  
When you record an introduction and enter the mailbox number, your introduction  
and a copy of the message are automatically sent to the mailbox you selected. You  
can then send an additional copy of the introduction and the message to another  
mailbox, or quit and return to the Listen to Messages menu. You can forward copies  
to as many mailboxes as you want. (You cannot forward Private messages.)  
For more information on playing your messages, refer to Listening to your mailbox  
Note: You cannot copy a message to other recipients using the Leave Mailbox  
feature. You cannot copy Private messages.  
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Call Forwarding your calls  
8
Introduction  
This chapter shows the following ways that you can forward your calls:  
Call Forwarding your calls to Enterprise Edge Voice Messaging  
To forward incoming calls to your mailbox, press ƒ·°›.  
To cancel Call Forward, do one of the following:  
press ƒ·°› again  
press ∞  
press ƒ£›  
press CANCEL  
Setting up Call Forward remotely  
When you are away from the office, you can forward your calls to your Enterprise  
Edge Voice Messaging mailbox by using the dialpad of any touch tone phone.  
To access your Personal mailbox from another location and set up Remote Call  
Forward:  
1. Call the Automated Attendant or your Enterprise Edge telephone from any  
touch tone phone.  
2. While the greeting plays, press ••, or in the UK press °°.  
3. Enter your mailbox number and password and press £.  
4. Press °.  
5. Press ¤.  
6. Press to turn call forwarding from the Call Forward menu on or off.  
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7. Press to turn Call Forward on or off.  
Note: If Call Forward is on, the voice prompt says: “Calls will be answered  
immediately.” All calls to your telephone are now answered by  
Enterprise Edge Voice Messaging.  
If Call Forward is off, the voice prompt says: “Calls will ring at your  
set.”  
8. Press to turn Call Display on or off.  
Note: If Call Display is on, the voice prompt says: “Caller information will  
be displayed at your set.”  
If Call Display is off, the voice prompt says: “Caller information will  
not be displayed.”  
9. Replace the handset to end this session.  
Call Forward with Caller ID (CLID)  
The Call Forward with CLID feature is available only if your company subscribes  
to CLID service. If you are not sure whether your company subscribes to CLID  
service, ask your System Administrator. CLID does not appear if the caller has a  
private or unknown phone number.  
You can set up Call Forward with CLID to screen calls forwarded to your Enterprise  
Edge Voice Messaging mailbox. If the feature is enabled, you hear an Alert tone and  
the CLID information appears on the telephone display.  
To talk to the caller who has been forwarded to your mailbox, press  
ƒ·°‡ to interrupt the call.  
To turn Call Forward with CLID on and off:  
1. Press ƒ·°⁄ to open your mailbox.  
2. Enter your mailbox password and press OK or £.  
Pswd:  
OTHR  
RETRY  
OK  
3. Press ADMIN or °.  
0 new 0 saved  
PLAY REC  
ADMIN  
4. Press GREET or ¤.  
Mailbox admin  
GREET PSWD QUIT  
5. Press CFWD or .  
Greeting options  
REC CHOOSE CFWD  
6. Press CHNG or to turn Call Forward on or off.  
Forward calls:Y  
CHNG  
NEXT  
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7. Press CHNG or to turn Call Display on or off.  
Display caller:Y  
CHNG  
NEXT  
8. Press ® to end the session.  
Mailbox admin  
GREET PSWD QUIT  
Call Forward on Busy overrides CLID  
If your Enterprise Edge telephone is assigned Call Forward on Busy, CLID  
information does not appear on the display. Call Forward on Busy is a feature that  
forwards your calls to another designated telephone or extension if your telephone  
is busy. Call Forward on Busy is assigned by the Enterprise Edge System  
Administrator.  
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Transferring calls  
9
Introduction  
This chapter describes transferring calls and explains:  
Transferring calls to an Enterprise Edge Voice Messaging mailbox  
Any time a caller wants to leave a message in a mailbox, you can easily transfer  
their call from your Enterprise Edge telephone to any mailbox initialized with  
Enterprise Edge Voice Messaging.  
Transferring calls to an Enterprise Edge Voice Messaging mailbox has the  
following advantages:  
If you transfer a call to a mailbox instead of another telephone, the call does not  
come back to you. If you transfer a call to another telephone and the call is not  
answered, the call comes back to you.  
The call is immediately transferred to the mailbox (which saves time).  
ƒ·°fl is not available on the Enterprise Edge Companion Wireless  
telephone.  
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To transfer a call to a mailbox from your Enterprise Edge telephone:  
1. Press ƒ·°fl. Do not press ˙ because the call is put on  
hold automatically.  
2. Enter the mailbox number or use the Company Directory by pressing DIR.  
Note: Press OK or £ to accept a name when using the Company Directory.  
Do not use the Internal Autodial feature.  
3. Wait until the display shows Call transferred before you attempt any other  
Enterprise Edge Voice Messaging functions. The call automatically transfers  
and the Enterprise Edge Voice Messaging session ends.  
Transferring a mailbox owner’s call to Enterprise Edge Voice Messaging  
You can transfer a mailbox owner’s call to their Enterprise Edge Voice Messaging  
mailbox so that they can change their greetings or retrieve their messages.  
Note: ƒ·°fl is not available on the Enterprise Edge Companion  
Wireless telephone.  
To transfer a mailbox owner’s call to their Enterprise Edge Voice Messaging  
mailbox from your Enterprise Edge telephone:  
1. Press ƒ·°fl. Do not press ˙.  
2. Enter the mailbox owner’s mailbox number.  
3. Wait until the display shows Call transferred before you attempt any other  
Enterprise Edge Voice Messaging functions. The call automatically transfers  
and the Enterprise Edge Voice Messaging session ends.  
Note: Do not use ƒ‡‚ to transfer a mailbox owner’s call. This  
feature transfers the call to their telephone and the call returns to you.  
After a mailbox owner’s call transfers to their mailbox, the mailbox owner must:  
1. Press ••, or in the UK press °°, while their Personal greeting plays.  
2. Enter their mailbox number and password and press £.  
3. Follow the voice prompts.  
Transferring calls from your mailbox to the Operator  
To transfer calls from your mailbox to the Operator, at the Main Mailbox menu  
press . For more information, refer to Main Mailbox menu and options on page  
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Transferring calls from your mailbox to the Automated Attendant  
To transfer to the Automated Attendant from your mailbox, press £ at the Main  
Mailbox menu. For more information, refer to Automated Attendant on page 13 and  
Transferring a call to Custom Call Routing (CCR)  
About Custom Call Routing (CCR)  
Custom Call Routing (CCR) is a single-digit application that provides callers with  
a more sophisticated menu and a wider range of options than the Automated  
Attendant. Callers can use CCR to:  
listen to the Home menu and make a selection  
listen to a pre-recorded CCR Information message  
leave a message in a mailbox  
transfer to another extension or an external number  
For more information about CCR, ask your System Administrator.  
A call can be transferred to the beginning of a CCR Tree. To transfer a call to a CCR  
Tree:  
1. Press ƒ·°fl. Do not press ˙.  
2. Choose a CCR Tree by entering a digit from 1 to 8 and pressing £.  
3. Wait until the display shows Call transferred before you attempt any  
other Enterprise Edge Voice Messaging functions. The call automatically  
transfers and the Enterprise Edge Voice Messaging session ends.  
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Outbound Transfer  
You can set up Outbound Transfer to transfer a caller who reaches your mailbox to  
a number that you assign. A caller can use Outbound Transfer from any touch tone  
telephone, and you can direct your Outbound Transfer calls to any telephone.  
You can personally inform callers of this feature, or you can inform callers of this  
feature in your personal greeting. If you choose to inform callers of this feature in  
your mailbox greeting, you must tell them to press to transfer. For example:  
“Hi. This is Brenda Whately. I’m away from the office today. Please leave me a  
message after the tone and I will return your call as soon as possible. If you need  
to reach me before tomorrow, press and you will be transferred to my cellular  
phone. Thanks.”  
Note: The restrictions that apply to your telephone line also apply to Outbound  
Transfer numbers. For example, if you cannot dial long distance phone  
numbers from your telephone, you cannot have a long distance Outbound  
Transfer destination.  
If your mailbox is restricted to extension destinations for Outbound  
Transfer, see your System Administrator.  
For Outbound Transfer to function properly, you must have a greeting recorded.  
When you set up Outbound Transfer, you can add special characters to the  
refer to the following tables and examples.  
Adding special characters to the destination number  
Follow the voice prompts or press ADD to add special characters to a destination  
phone number (or a destination pager number if you are setting up a destination  
pager number in Off-premise Message Notification.) The destination phone or  
pager number cannot be longer than 30 characters.  
Note: If you are adding special characters, do not press the dialpad buttons  
£ to enter a #, or to enter a *. Press the button directly below the  
option on a two line display telephone, or listen to the voice prompts.  
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To add special characters on an Enterprise Edge one line display telephone, refer to  
Adding special characters using an Enterprise Edge one line display telephone  
Press  
Description  
to retry or add digits to the destination phone number.  
¤
to enter a timed pause that appears as P on the display. Pauses are four seconds  
long.  
to recognize dial tone (behind PBX). The Recognize Dial Tone special  
character appears as D on the display.  
to enter a #.  
to enter a *.  
to cancel and retry.  
To add special characters on an Enterprise Edge two line display telephone, refer  
Adding special characters using an Enterprise Edge two line display telephone  
Press  
Description  
to cancel and retry.  
DIGS or ¤  
to retry or add digits to the destination phone number.  
PAUS or ‹  
to enter a timed pause that appears as P on the display. Pauses are four seconds  
long.  
OTHR  
TONE  
to go to the next display to enter the following special characters:  
to recognize dial tone (behind PBX). The Recognize Dial Tone special  
character appears as D on the display.  
#
*
to enter a #.  
to enter a *.  
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Optimizing Outbound Transfer  
When Enterprise Edge Voice Messaging transfers a call to an external telephone  
number using Outbound Transfer, two lines are used. An incoming line connects a  
caller to a mailbox and an outgoing line transfers a caller to an Outbound Transfer  
telephone number. Both lines remain in use while the caller connects to the  
Outbound Transfer telephone number.  
To optimize the use of Enterprise Edge Voice Messaging lines, the Outbound  
Transfer call to an external telephone number can transfer to the incoming line to  
make the outgoing call. This type of transfer is called a Link transfer.  
Note: A Link transfer can be performed only if the Enterprise Edge Voice  
Messaging line is equipped with Link transfer capability. If Link transfer is  
programmed for an Outbound Transfer and your Enterprise Edge Voice  
Messaging lines do not support this feature, the caller is disconnected. Ask  
your System Administrator before programming a Link transfer.  
To perform a Link transfer with Outbound Transfer you must add a £ before the  
Outbound Transfer telephone number. For example, the telephone number looks  
like:  
£fififi⁄¤‹›  
where:  
£ instructs Enterprise Edge Voice Messaging to use the incoming line to perform  
the transfer  
fi⁄¤‹› is the telephone number dialed  
Programming an Outbound Transfer telephone number when Enterprise Edge  
Voice Messaging is behind PBX or Centrex+  
When Enterprise Edge Voice Messaging is installed behind a PBX or Centrex+ and  
you want to access an outside line and recognize dial tone, enter:  
·£›¤fififi⁄¤‹›  
where:  
· accesses an outside line  
£ specifies the next digits are special characters  
recognizes dial tone  
¤ specifies that the next digits are the numbers to be dialed  
fififi⁄¤‹› is the phone number dialed  
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Setting up Outbound Transfer to a phone number  
To set up Outbound Transfer to a phone number for the first time:  
1. Press ƒ·°⁄ to open your mailbox.  
2. Enter your mailbox password and press OK or £.  
Pswd:  
OTHR  
RETRY  
OK  
3. Press ADMIN or °.  
0 new 0 saved  
PLAY REC  
ADMIN  
4. Press ° to open the Outbound Transfer (xfr) menu.  
5. Press ADMIN or to set up Outbound Transfer.  
Mailbox admin  
GREET PSWD QUIT  
Outbound xfr  
ADMIN  
SELECT  
OK  
6. Enter the destination phone number and press OK or  
Ph:  
RETRY  
£.  
7. Press OK or £ to accept the destination number  
(represented by the <x>). Press ADD or ¤ to add  
special characters. For information, refer to Adding  
56. After you add special characters, press OK or £ to  
accept the destination number.  
<x>  
ADD  
OK  
8. Press CHNG or to turn Outbound Transfer on.  
Transfer: off  
CHNG  
QUIT  
QUIT  
9. Press QUIT or .  
Transfer: on  
CHNG  
10. Press ® to end this session.  
Setting up Outbound Transfer to an extension  
To set up Outbound Transfer to an extension for the first time:  
1. Press ƒ·°⁄ to open your mailbox.  
2. Enter your mailbox password and press OK or £.  
3. Press ADMIN or °.  
Pswd:  
OTHR  
RETRY  
OK  
0 new 0 saved  
PLAY REC  
ADMIN  
4. Press ° to open the Outbound Transfer (xfr) menu.  
Mailbox admin  
GREET PSWD QUIT  
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5. Press ADMIN or to set up Outbound Transfer.  
Outbound xfr  
ADMIN  
SELECT  
OK  
6. Enter the destination extension and press OK or £.  
Ext:  
RETRY  
7. Press OK or £ to accept the number.  
Accept:<x>  
RETRY  
OK  
The <x> represents the extension.  
8. Press CHNG or to turn Outbound Transfer on.  
Transfer: off  
CHNG  
QUIT  
QUIT  
9. Press QUIT or .  
Transfer: on  
CHNG  
10. Press ® to end this session.  
Changing the Outbound Transfer parameters  
To change the Outbound Transfer parameters:  
11. Press CHNG or .  
<x>  
CHNG  
NEXT  
Note: The <x> represents the current Outbound  
Transfer destination number.  
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Turning Outbound Transfer on and off  
You can turn Outbound Transfer on or off at any time after you set it up. Turning  
Outbound Transfer off does not affect any of its assigned parameters.  
To turn Outbound Transfer on or off:  
1. Press ƒ·°⁄ to open your mailbox.  
2. Enter your mailbox password and press OK or £.  
Pswd:  
OTHR  
RETRY  
OK  
3. Press ADMIN or °.  
0 new 0 saved  
PLAY REC  
ADMIN  
4. Press ° to open the Outbound Transfer (xfr) Menu.  
5. Press SELECT or ¤.  
Mailbox admin  
GREET PSWD QUIT  
Outbound xfr  
ADMIN  
SELECT  
QUIT  
6. Press CHNG or to turn Outbound Transfer off. Press  
Transfer: on  
CHNG  
CHNG again to turn Outbound Transfer on.  
7. Press QUIT or ® to end this session.  
Transfer: off  
CHNG  
QUIT  
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Off-premise Message Notification  
10  
Introduction  
This chapter describes how to set up and change Off-premise Message Notification  
and includes the following topics:  
About Off-premise Message Notification  
You can program Enterprise Edge Voice Messaging to call you and let you know  
there is a message for you at a phone number, an extension, or a pager. The Off-  
premise Message Notification feature is enabled by your System Administrator.  
If you program Enterprise Edge Voice Messaging to call you at a telephone, you are  
prompted to enter your password before you can listen to your messages.  
You can receive notification of a message at a maximum of five different  
destination numbers assigned by you. When the number of retry attempts is reached  
for each assigned destination number, the next number in the series is called. For  
example, Enterprise Edge Voice Messaging can contact your car phone number  
first to let you know you have a message. If there is no answer, the call rings at your  
home number. If there is still no answer, the call rings at your pager number and so  
on. The number of retry attempts is assigned by your System Administrator.  
If the destination type is phone, you must assign start and stop times. The start and  
stop times apply to all five notification numbers.  
Off-premise Message Notification begins when the start time is reached. Set the  
start time for the time you are at the destination phone number, so you are there to  
receive your calls.  
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6 4 Off-premise Message Notification  
Off-premise Message Notification parameters  
You can set up the parameters for Off-premise Message Notification from any  
touch tone phone. The parameters include:  
destination type (telephone, extension or pager)  
destination number (telephone, extension or pager)  
time range for receiving calls at phone numbers or extensions (Pagers are  
notified any time there is a qualifying message.)  
types of message you want to receive (all new messages, or just messages  
marked urgent)  
Note: The restrictions that apply to your telephone line also apply to Off-premise  
Message Notification numbers. For example, if you cannot dial long  
distance phone numbers from your telephone, you cannot have a long  
distance Off-premise Message Notification destination number.  
Setting up Off-premise Message Notification to a phone number  
When you set up Off-premise Message Notification, you can add special characters  
to the destination phone number. Refer to:  
To set up Off-premise Message Notification to one phone number for the first time:  
1. Press ƒ·°⁄ to open your mailbox.  
2. Enter your mailbox password and press OK or £.  
Pswd:  
OTHR  
RETRY  
OK  
3. Press ADMIN or °.  
0 new 0 saved  
PLAY REC  
ADMIN  
4. Press to open the Off-premise Message  
Mailbox admin  
GREET PSWD QUIT  
Notification menu.  
5. Press ADMIN or to set up Off-premise Message  
Msg notify  
ADMIN  
SELECT  
Notification.  
6. Press PHONE or to choose a phone number  
Destination:  
PHONE EXT PAGER  
destination.  
7. Enter the destination phone number and press OK or  
£. The destination phone number is a maximum of  
30 digits.  
Ph:  
RETRY  
OK  
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8. Press OK or £ to accept the destination phone  
<x>  
ADD  
OK  
number. The <x> represents the phone number. Press  
ADD or ¤ to add special characters. For information,  
number on page 56. After you add special characters,  
press OK or £ to accept the destination number.  
9. Enter the start time for Off-premise Message  
Notification. This is a four-digit field. Any single-digit  
hour and minute must be preceded by a zero.  
Start hhmm:  
RETRY  
OK  
PM  
10. Press AM or ⁄  
<start time>  
RETRY  
AM  
or  
PM or ¤.  
11. Press OK or £ to accept the start time.  
<start time>  
RETRY  
OK  
OK  
12. Enter the time when Off-premise Message  
Notification is to stop. This is a four digit field. Any  
single-digit hour and minute must be preceded by a  
zero.  
Stop hhmm:  
RETRY  
13. Press AM or ⁄  
<stop time>  
RETRY  
AM  
PM  
OK  
or  
PM or ¤.  
14. Press OK or £ to accept the stop time.  
<stop time>  
RETRY  
15. Press NEXT or £ to accept the start time that you  
entered. Press CHNG or to change the start time.  
Steps 16 and 17 let you review the start and stop  
times.  
Start:<start time>  
CHNG  
NEXT  
16. Press NEXT or £ to accept the stop time that you  
Stop:<stop time>  
CHNG  
NEXT  
entered. Press CHNG or to change the stop time.  
17. You can choose to be notified of all new messages or  
urgent messages only. Press OK or £ to accept the  
default message type new. This means you are notified  
whenever you receive a new message. Press CHNG or  
to change the message type to urgent. Change the  
message type to urgent to be notified only when you  
receive an urgent message.  
Msg type: new  
CHNG  
OK  
18. Press ® to end the session.  
Msg notify  
ADMIN  
SELECT  
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6 6 Off-premise Message Notification  
Setting up Off-premise Message Notification to an extension  
To set up Off-premise Message Notification to an extension for the first time:  
1. Press ƒ·°⁄ to open your mailbox.  
2. Enter your mailbox password and press OK or £.  
Pswd:  
OTHR  
RETRY  
OK  
3. Press ADMIN or °.  
0 new 0 saved  
PLAY REC  
ADMIN  
4. Press to open the Off-premise Message  
Mailbox admin  
GREET PSWD QUIT  
Notification menu.  
5. Press ADMIN or to set up Off-premise Message  
Msg notify  
ADMIN  
SELECT  
Notification.  
6. Press EXT or ¤ to choose an extension destination.  
Destination:  
PHONE EXT PAGER  
7. Enter the destination extension and press OK or £.  
Ext:  
RETRY  
OK  
OK  
8. Press OK or £ to accept the destination extension.  
Accept:<x>  
RETRY  
The <x> represents the extension.  
9. Enter the start time for Off-premise Message  
Notification. This is a four-digit field. Any single-digit  
hour and minute must be preceded by a zero.  
Start hhmm:  
RETRY  
OK  
PM  
10. Press AM  
or  
<start time>  
RETRY  
AM  
PM or ¤.  
11. Press OK or £ to accept the start time.  
<start time>  
RETRY  
OK  
OK  
12. Enter the time when Off-premise Message  
Notification is to stop. This is a four digit field. Any  
single-digit hour and minute must be preceded by a  
zero.  
Stop hhmm:  
RETRY  
13. Press AM or ⁄  
<stop time>  
RETRY  
AM  
PM  
OK  
or  
PM or ¤.  
14. Press OK or £ to accept the stop time.  
<stop time>  
RETRY  
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15. Press NEXT or £ to accept the start time that you  
entered. Press CHNG or to change the start time.  
Steps 16 and 17 let you review the start and stop  
times.  
Start:<start time>  
CHNG  
NEXT  
16. Press NEXT or £ to accept the stop time that you  
Stop:<stop time>  
CHNG  
NEXT  
entered. Press CHNG or to change the stop time.  
17. You can choose to be notified of all new messages or  
urgent messages only. Press OK or £ to accept the  
default message type new. This means you are notified  
whenever you receive a new message. Press CHNG or  
to change the message type to urgent. Change the  
message type to urgent to be notified only when you  
receive an urgent message.  
Msg type: new  
CHNG  
OK  
18. Press ® to end the session.  
Msg notify  
ADMIN  
SELECT  
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6 8 Off-premise Message Notification  
Setting up Off-premise Message Notification to a pager number  
When you set up Off-premise Message Notification, you can add special characters  
to the destination pager number. For more information, refer to:  
Example of a destination pager number  
If you are assigning a pager destination number from behind a PBX or Centrex+,  
remember to insert a · (depending on your system) before the £ to access an  
outside line.  
There is a combined limit of 30 characters for the pager phone number and the pager  
message.  
For example, to reach your pager, enter:  
£›¤fififi⁄¤‹›£‹  
where:  
£ specifies the next digits are special characters  
recognizes dial tone  
¤ specifies that the next digits are the numbers to be dialed  
fififi⁄¤‹› is the pager phone number dialed  
inserts a timed pause  
Depending on the company supplying your paging service, the programming  
sequence can vary. For more information about setting the destination phone  
number parameters for your pager, contact your pager company.  
To set up Off-premise Message Notification to a pager number for the first time:  
1. Press ƒ·°⁄ to open your mailbox.  
2. Enter your mailbox password and press OK or £.  
Pswd:  
OTHR  
RETRY  
OK  
3. Press ADMIN or °.  
0 new 0 saved  
PLAY REC  
ADMIN  
4. Press to open the Off-premise Message  
Mailbox admin  
GREET PSWD QUIT  
Notification menu.  
5. Press ADMIN or to set up Off-premise Message  
Msg notify  
ADMIN  
SELECT  
Notification.  
6. Press PAGER or to choose a pager number  
Destination:  
PHONE EXT PAGER  
destination.  
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7. Enter the destination pager number and press OK or  
Pager:  
RETRY  
OK  
OK  
£.  
8. Press OK or £ to accept the destination pager number.  
The <x> represents the pager number. Press ADD or  
¤ to add special characters. If the paging service  
requires additional answer or setup time, add pause  
characters to the beginning of the pager message. For  
characters, press OK or £ to accept the destination  
number.  
<x>  
ADD  
9. Press NEXT or £ to accept the default pager message  
(represented by <xxxx>). The default pager message  
sent by Enterprise Edge Voice Messaging is the  
Enterprise Edge Voice Messaging extension. This is  
the sequence of digits that is sent after the pager  
service is dialed, to notify you of who is paging you.  
Press CHNG or to change the pager message.  
Show:<xxxx>  
CHNG  
NEXT  
Note: The combined limit is 30 characters for the  
pager phone number and the pager message.  
10. You can choose to be notified of all new messages or  
urgent messages only. Press OK or £ to accept the  
default message type new. This means you are notified  
whenever you receive a new message. Press CHNG or  
to change the message type to urgent. Changing  
the message type to urgent means you are notified  
only when you receive an urgent message.  
Msg type: new  
CHNG  
OK  
11. Press ƒ to end the session.  
Msg notify  
ADMIN  
SELECT  
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7 0 Off-premise Message Notification  
Changing Off-premise Message Notification  
To change the parameters of Off-premise Message Notification refer to:  
Changing Off-premise Message Notification parameters  
To change the Off-premise Message Notification parameters from your Enterprise  
Edge telephone (assuming that you have entered a time range):  
1. Press ƒ·°⁄ to open your mailbox.  
2. Enter your mailbox password and press OK or £.  
Pswd:  
OTHR  
RETRY  
OK  
3. Press ADMIN or °.  
0 new 0 saved  
PLAY REC  
ADMIN  
4. Press to open the Off-premise Message  
Mailbox admin  
GREET PSWD QUIT  
Notification menu.  
5. Press ADMIN or to set up Off-premise Message  
Msg notify  
ADMIN  
SELECT  
NEXT  
Notification.  
6. Press CHNG or to change the destination.  
Notify:<x>  
CHNG  
Note: <x> represents the type of destination (phone,  
extension or pager).  
7. Press PHONE or to choose a phone number  
destination. Press EXT or ¤ to choose an extension  
destination. Press PAGER or to choose a pager  
number destination.  
Destination:  
PHONE EXT PAGER  
8. Enter the destination number and press OK or £. The  
destination phone number cannot be longer than 30  
digits.  
<x>:  
RETRY  
OK  
Note: <x> represents the type of destination (phone,  
extension or pager).  
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9. Press OK or £ to accept the destination number  
(represented by <x>). Press ADD or ¤ to add special  
characters if the destination number is a phone or  
pager. For information, refer to Adding special  
you add special characters, press OK or £ to accept  
the destination number.  
Note: If you chose a phone or extension destination,  
go to step 11.  
10. Press CHNG or to change the destination and repeat  
Notify:<x>  
CHNG  
NEXT  
steps 7 to 9. Press NEXT or £ to continue.  
Note: <x> represents the type of destination (phone,  
extension or pager).  
11. Press CHNG or to change the start time. Press NEXT  
Start:<start time>  
CHNG  
NEXT  
or £ to accept the start time.  
12. Press CHNG or to change the stop time. Press NEXT  
Stop:<stop time>  
CHNG  
NEXT  
or £ to accept the stop time.  
Note: Steps 13 and 14 let you review the start and  
stop times.  
13. Press CHNG or to change the message type to  
urgent. Press OK or £ to accept the new default  
message. You can choose to be notified of all new  
messages or urgent messages only. Change the  
message type to urgent to be notified only when you  
receive an urgent message.  
Msg type: new  
CHNG  
OK  
14. Press ® to end the session.  
Msg notify  
ADMIN  
SELECT  
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7 2 Off-premise Message Notification  
Changing the destination type from a pager to a telephone or extension  
To change the Off-premise Message Notification destination from a pager to a  
phone or extension (assuming that you have not entered a time range):  
1. Press ƒ·°⁄ to open your mailbox.  
2. Enter your mailbox password and press OK or £.  
Pswd:  
OTHR  
RETRY  
OK  
3. Press ADMIN or °.  
0 new 0 saved  
PLAY REC  
ADMIN  
4. Press to open the Off-premise Message  
Mailbox admin  
GREET PSWD QUIT  
Notification menu.  
5. Press ADMIN or to change Off-premise Message  
Notification. The displays show a review of the first  
destination type and destination number, followed by  
the display in step 6.  
Msg notify  
ADMIN  
SELECT  
NEXT  
6. Press CHNG or to change the destination type and  
Notify: pager  
CHNG  
the destination number.  
7. Choose the type of destination number. Press PHONE or  
to choose a phone number destination. Press EXT  
or ¤ to choose an extension destination.  
Destination:  
PHONE EXT PAGER  
8. Press OK or £ to accept the destination number. Press  
ADD or ¤ to add special characters if the destination  
number is a phone. For information, refer to Adding  
56.  
9. Press NEXT or £ to continue.  
Notify:<x>  
CHNG  
NEXT  
Note: <x> represents the type of destination  
(telephone or extension).  
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Off-premise Message Notification 7 3  
Changing the destination type from phone or extension to a pager  
To change the Off-premise Message Notification destination from a phone or  
extension to a pager:  
1. Press ƒ·°⁄ to open your mailbox.  
2. Enter your mailbox password and press OK or £.  
Pswd:  
OTHR  
RETRY  
OK  
3. Press ADMIN or °.  
0 new 0 saved  
PLAY REC  
ADMIN  
4. Press to open the Off-premise Message  
Mailbox admin  
GREET PSWD QUIT  
Notification menu.  
5. Press ADMIN or to change Off-premise Message  
Notification. The displays show a review of the first  
destination type and destination number, followed by  
the display in step 6.  
Msg notify  
ADMIN  
SELECT  
NEXT  
6. Press CHNG or to change the destination type and  
Notify:<x>  
CHNG  
the destination number.  
Note: <x> represents the type of destination (phone or  
extension).  
7. Press PAGER or to choose a pager number  
Destination:  
PHONE EXT PAGER  
destination.  
8. Press NEXT or £ to continue.  
Notify:pager  
CHNG  
NEXT  
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7 4 Off-premise Message Notification  
Setting up Off-premise Message Notification to more than one  
destination  
You can receive notification of a message at a maximum of five different  
destination numbers assigned by you. The following steps show you how to enter a  
phone number destination and then add a pager destination for the first time. To set  
up Off-premise Message Notification to more than one destination number:  
1. Press ƒ·°⁄ to open your mailbox.  
2. Enter your mailbox password and press OK or £.  
Pswd:  
OTHR  
RETRY  
OK  
3. Press ADMIN or °.  
0 new 0 saved  
PLAY REC  
ADMIN  
4. Press to open the Off-premise Message  
Mailbox admin  
GREET PSWD QUIT  
Notification menu.  
5. Press ADMIN or to set up Off-premise Message  
Msg notify  
ADMIN  
SELECT  
Notification.  
6. Press PHONE or to choose a destination phone  
Destination:  
PHONE EXT PAGER  
number.  
7. Enter the destination phone number and press OK or  
£. The destination phone number cannot be longer  
than 30 digits.  
Ph:  
RETRY  
OK  
OK  
8. Press OK or £ to accept the destination phone  
number. <x> represents the phone number. Press ADD  
or ¤ to add special characters. For information, refer  
on page 56. After you add special characters, press OK  
or £ to accept the destination number.  
<x>  
ADD  
9. Enter the start time for Off-premise Message  
Notification. This is a four-digit field. Any single-digit  
hour and minute must be preceded by a zero.  
Start hhmm:  
RETRY  
OK  
PM  
OK  
10. Press AM or ⁄  
<start time>  
RETRY  
AM  
or  
PM or ¤.  
11. Press OK or £ to accept the start time.  
<start time>  
RETRY  
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Off-premise Message Notification 7 5  
12. Enter the time when Off-premise Message  
Stop hhmm:  
RETRY  
OK  
PM  
Notification is to stop. This is a four digit field. Any  
single-digit hour and minute must be preceded by a  
zero.  
13. Press AM or ⁄  
<stop time>  
RETRY  
AM  
or  
PM or ¤.  
14. Press OK or £ to accept the stop time.  
<stop time>  
RETRY  
OK  
NEXT  
NEXT  
15. Press NEXT or £.  
Notify 2:pager  
CHNG OTHR  
16. Press NEXT or £ to continue. Press SETUP to add  
Notify 3:none  
SETUP  
another destination.  
17. Press NEXT or £ to accept the start time that you  
Start:<start time>  
CHNG  
NEXT  
entered. Press CHNG or to change the start time.  
Note: Steps 18 and 19 let you review the start and  
stop times.  
18. Press NEXT or £ to accept the stop time that you  
Stop:<stop time>  
CHNG  
NEXT  
entered. Press CHNG or to change the stop time.  
19. You can choose to be notified of all new messages or  
urgent messages only. Press OK or £ to accept the  
default message type new. This means you are notified  
whenever you receive a new message. Press CHNG or  
to change the message type to urgent. If you  
change the message type to urgent you are notified  
only when you receive an urgent message.  
Msg type: new  
CHNG  
OK  
20. Press ® to end the session.  
Msg notify  
ADMIN  
SELECT  
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7 6 Off-premise Message Notification  
Deleting an Off-premise Message Notification destination number  
If you have set up more than one destination number in Off-premise Message  
Notification, you can to delete the destinations. To delete an Off-premise Message  
Notification destination:  
1. Press ƒ·°⁄ to open your mailbox.  
2. Enter your mailbox password and press OK or £.  
Pswd:  
OTHR  
RETRY  
OK  
ADMIN  
QUIT  
3. Press ADMIN or °.  
0 new 0 saved  
PLAY REC  
4. Press to open the Off-premise Message  
Mailbox admin  
GREET PSWD  
Notification menu.  
5. Press ADMIN or to set up Off-premise Message  
Msg notify  
ADMIN  
SELECT  
NEXT  
Notification.  
6. Press OTHR if you want to delete the first destination,  
or press NEXT or £ to view the destinations until you  
find the destination that you want to delete. When you  
find the destination that you want to delete, press  
OTHR.  
Notify 1:<x>  
CHNG  
OTHR  
Note: <x> represents the type of destination (phone,  
extension or pager).  
7. Press DEL to delete the first destination number.  
Notify 1:<x>  
DEL INS  
QUIT  
NEXT  
8. The first destination number is deleted. The Notify 2  
destination changes to become the Notify 1  
destination number.  
Notify 1:<x>  
CHNG OTHR  
To delete more destination numbers, press OTHR and  
repeat steps 6 and 7.  
9. When you are done deleting destination numbers,  
press ® to end the session.  
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Off-premise Message Notification 7 7  
Adding an Off-premise Message Notification destination number  
You can add another destination number if you have more than one destination  
number. To add an Off-premise Message Notification destination:  
1. Press ƒ·°⁄ to open your mailbox.  
2. Enter your mailbox password and press OK or £.  
Pswd:  
OTHR  
RETRY  
OK  
3. Press ADMIN or °.  
0 new 0 saved  
PLAY REC  
ADMIN  
4. Press to open the Off-premise Message  
Mailbox admin  
GREET PSWD QUIT  
Notification menu.  
5. Press ADMIN or to set up Off-premise Message  
Msg notify  
ADMIN  
SELECT  
NEXT  
Notification.  
6. Press OTHR to insert a new destination number in the  
first Off-premise Message Notification position  
(Notify 1), or press NEXT to view the destinations  
until you find the destination position that you want to  
replace, and then press OTHR.  
Notify 1:<x>  
CHNG OTHR  
Note: <x> represents the type of destination (phone,  
extension or pager).  
7. Press INS to insert a destination number.  
Notify 1:<x>  
DEL  
INS  
QUIT  
NEXT  
Note: <x> represents the type of destination (phone,  
extension or pager).  
8. Press SETUP to set up a new destination number, and  
or  
Notify 1:none  
SETUP  
or  
Note: When you are done adding destination  
numbers, press ® to end the session.  
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7 8 Off-premise Message Notification  
Turning Off-premise Message Notification on and off  
You can turn Off-premise Message Notification on or off at any time. If you turn  
Off-premise Message Notification off, you do not affect any of the assigned  
parameters. For more information, refer to About Off-premise Message  
Notification on page 63. If you turn Off-premise Message Notification on, you are  
notified whenever you receive a message during the time you specify.  
To turn Off-premise Message Notification on or off:  
1. Press ƒ·°⁄ to open your mailbox.  
2. Enter your mailbox password and press OK or £.  
Pswd:  
OTHR  
RETRY  
OK  
ADMIN  
QUIT  
3. Press ADMIN or °.  
0 new 0 saved  
PLAY REC  
4. Press to open the Off-premise Message  
Mailbox admin  
GREET PSWD  
Notification menu.  
5. Press SELECT or ¤.  
Msg notify  
ADMIN  
SELECT  
OK  
6. Press CHNG or to turn Off-premise Message  
Notify on  
CHNG  
TIME  
Notification off if it is on (as shown).  
7. Press OK or .  
Notify off  
CHNG  
TIME  
OK  
Note: Press TIME to review the start and stop time  
parameters.  
8. Press ® to end the session.  
Mailbox admin  
GREET PSWD QUIT  
A person who receives an Off-Premise Message Notification call can cancel Off-  
premise Message Notification to their destination number. This is useful if a  
destination is incorrectly programmed and a wrong party receives the calls. The  
recipient of an Off-premise Message Notification call hears the following voice  
prompt: “Message for (name of mailbox owner). To log in press . If you have  
received this call by mistake, please press ¤.  
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Recording a call  
11  
Introduction  
ƒ·°· lets you record an active telephone call and put the resulting  
message in your mailbox. Before you activate the Call Record feature, ask the  
parties on the call for permission to record the call.  
The maximum length of the Call Record message is determined by the Class of  
Service setting for your incoming message length. If the mailbox message length is  
surpassed, the voice prompt “Recording stopped. The recording limit has been  
reached” plays and the recording ends. After Call Record stops, you can re-activate  
ƒ·°· to start another record call session. The call is recorded in two  
separate messages if this occurs. Ask your System Administrator for the message  
length that is assigned to your mailbox.  
Note: Call Record is not enabled by default. The System Administrator must  
enable this feature by assigning you a Class of Service that supports Call  
Record. In some areas Call Record is not available as it contravenes local  
laws. Ask your System Administrator about the availability of Call Record  
in your area.  
Using Call Record  
After a call is recorded, Enterprise Edge Voice Messaging puts the recorded call, as  
a message, in the mailbox associated with the extension that activates the Call  
Record feature. The Call Record message can be forward to other mailboxes. For  
more information on forwarding messages, refer to Forwarding a copy of a message  
To record a call:  
1. While on an active call, press ƒ·°·.  
Other parties on the call can hear hold tones while the  
system conferences in Enterprise Edge Voice  
Messaging.  
Before the call begins recording, the prompt “This call  
is being recorded” plays to all the parties on the call  
and then a recording tone plays.  
2. Press QUIT to stop the call recording. The Call Record  
message is left in your mailbox.  
Recording  
PAUSE  
QUIT  
Press PAUSE to suspend the call recording. Press  
RESUME to continue call recording or press QUIT to  
stop the call recording.  
If the message is stopped, all the parties on the call  
hear “Recording stopped”.  
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Enterprise Edge Voice Messaging Tips  
12  
Introduction  
This chapter contains some easy to follow guidelines to optimize using Enterprise  
Edge Voice Messaging.  
Enterprise Edge Voice Messaging Tips  
To take advantage of Enterprise Edge Voice Messaging and its many features:  
Listen to your messages frequently. Answer your messages promptly to  
encourage callers to use Enterprise Edge Voice Messaging and reassure them that  
it is as reliable as speaking with you personally.  
You do not have to be at your desk to play your messages. When you are away from  
your desk, you can play your messages from any touch tone phone.  
Clean up your mailbox. There is limited storage in your mailbox and within  
Enterprise Edge Voice Messaging. Do not save messages unless you need to listen  
to them again. When you are finished with a message, erase the message to free  
storage space for yourself and other mailbox owners.  
Keep a record of your password in a secure place. Treat your Enterprise Edge  
Voice Messaging password as a secret code. Write down your password and keep  
it in a safe place. Do not keep your password near your telephone. If you let  
someone else have temporary access to your mailbox, change your password  
afterwards. If you forget your password, the System Administrator can reset it to the  
default password 0000. You can then enter a new password.  
When sending messages, make them brief and to the point. More than 75% of  
the time spent on a normal business telephone call consists of making small talk,  
pleasantries and other socializing. Sending a message rather than making a call can  
save you time. Try to avoid sounding hurried or rude while restricting your  
messages to the essentials.  
Change your Primary greeting frequently. It is a good idea to change your  
Primary greeting on a regular basis. Change your greeting to indicate that you listen  
to your messages and maintain your mailbox on a regular basis. Change your  
Primary greeting to provide a personal touch that frequent callers appreciate.  
Make your Alternate greeting specific. Choosing an Alternate greeting usually  
means you are away from the office. If you are out of the office, indicate in your  
Alternate greeting when you expect to return. If you check your mailbox even  
though you are out of the office, make that clear. If callers can reach you at another  
phone number, ensure that your message includes the phone number and the time  
period of the temporary arrangement. If you are going to be out of the office,  
remember to forward your telephone to Enterprise Edge Voice Messaging.  
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8 2 Enterprise Edge Voice Messaging Tips  
Extended Absence Greeting. Begin this greeting by announcing your vacation or  
travel plans. This gets the attention of the caller. For example, “Vacation alert! Hi,  
this is Marshall. I will be on vacation starting on the 5th, and I will be returning to  
work on the 12th. If you care to do so, please leave a message and I will return your  
call when I return from vacation. For immediate assistance, please press zero.”  
Record your greetings and messages clearly. For a better quality recording, speak  
directly into the handset. Do not use the Handsfree feature. Remember to speak  
clearly in a pleasant voice at a pace that is easy to understand. Do not speak too  
softly or loudly or make the greeting or message too lengthy. After you record a  
greeting or message play it back. Make sure that your greeting or message sounds  
the way you want it to before you accept it.  
Do not forget to use the Copy and Reply features. You can use Enterprise Edge  
Voice Messaging to send copies of messages to other mailboxes and reply to  
messages with a message of your own. When you send copies of messages to other  
people, ensure that your introduction explains why you are forwarding a copy of the  
message. Is the copy for information only? Is the message meant for the person to  
whom you are forwarding it? Who is responsible for the action on the message?  
Use Group Lists for multiple copies of messages. If you find that you regularly  
send the same message to several different people, ask the System Administrator to  
create a Group List for you. With a Group List, you can send the same message to  
all the mailboxes in the Group List.  
Encourage Enterprise Edge Voice Messaging use. Old habits are sometimes hard  
to break, and some people have difficulty accepting or trying new technologies. Use  
your Personal mailbox and other Enterprise Edge Voice Messaging features, and  
encourage your co-workers and frequent callers to use them too.  
Report problems promptly. If you encounter problems using Enterprise Edge  
Voice Messaging, report the trouble to the System Administrator as soon as  
possible.  
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Troubleshooting  
13  
Introduction  
This chapter describes some problems that can occur when you use Enterprise Edge  
Voice Messaging. This chapter includes a list of typical problems and what to do if  
they occur.  
The problems you encounter while using Enterprise Edge Voice Messaging are  
usually operating problems. Sometimes a difficulty occurs that indicates a system  
problem with the Enterprise Edge server. If events occur that are not covered in this  
chapter, report them to your System Administrator immediately.  
The Automated Attendant transfers some callers to the General Delivery Mailbox.  
Enterprise Edge Voice Messaging requires a tone signal and a minimum voice  
level. If a response is not received, the caller is automatically transferred by the  
Automated Attendant to the Enterprise Edge Voice Messaging operator. If the  
operator is not available, the call transfers to the General Delivery mailbox.  
Possibly the extension called does not have a mailbox assigned to it. Ask your  
System Administrator to verify that the mailbox is assigned to the extension  
Feature 981 produces a LOG prompt on my Enterprise Edge display.  
The Log: prompt can be caused by:  
Possibly the extension you are using does not have an operating mailbox. If the  
extension does not have a mailbox, Enterprise Edge Voice Messaging requests  
both a mailbox number and a password.  
A Guest mailbox that normally does not have an assigned extension. Ask your  
System Administrator to verify that your extension is properly assigned to your  
mailbox.  
My telephone cannot be forwarded to Enterprise Edge Voice Messaging.  
If you attempt to forward your extension to Enterprise Edge Voice Messaging and  
the display shows Not in service you can be forwarding to the wrong extension  
number. Use Feature 985 to verify you are calling the correct Enterprise Edge Voice  
Messaging extension number.  
My mailbox is not accepting messages.  
A mailbox accepts messages only after the mailbox is initialized. A mailbox cannot  
receive messages until it is initialized by the mailbox owner. Initialize your  
mailbox. Refer to the Enterprise Edge 2.0 Voice Messaging Quick Reference Guide  
or to Chapter 3 of this guide.  
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My name is not played in the Company Directory.  
Check to ensure that your mailbox is initialized. If it is not initialized, your name is  
not played in the Company Directory and your mailbox cannot receive any  
messages. If you have recorded your Company Directory name, ask your System  
Administrator to ensure that the Company Directory Override is set to YES.  
I have forgotten my mailbox password.  
A forgotten password cannot be recovered. Your old password must be reset to the  
default password of four zeros (0000). After the System Administrator has reset  
your password, you must open your mailbox and change the default password.  
I attempt to access my mailbox and I hear the recording: This mailbox has been locked to  
prevent unauthorized access. Please contact your administrator for assistance.”  
Your mailbox is assigned a maximum number of incorrect password attempts.  
Enterprise Edge Voice Messaging records the number of incorrect attempts from  
the last time your mailbox was successfully accessed. After the number is passed  
you are “locked-out”. Your mailbox cannot be opened again until the System  
Administrator resets the password.  
Enterprise Edge Voice Messaging Timeout  
The Enterprise Edge Voice Messaging Timeout feature allows five seconds for you  
to choose an option. If Enterprise Edge Voice Messaging does not detect a  
selection, the Automated Attendant replays the option list. If an option is still not  
selected, Enterprise Edge Voice Messaging ends the session.  
Enterprise Edge Voice Messaging has minimum voice level detection. If Enterprise  
Edge Voice Messaging does not detect an audio signal, it requests the caller to  
speak louder and provides the option to re-record. If no voice level is detected after  
the prompt, Enterprise Edge Voice Messaging ends the session.  
Messages are cut off  
If people need to leave long messages in your mailbox (up to 10 minutes), you can  
ask the System Administrator to give you more message recording storage space.  
I attempt to listen to my messages and I hear the recording: “Your mailbox is full. You must  
erase some messages before you can listen to new messages.”  
Your mailbox is equipped with the Never Full Mailbox feature, which lets a caller  
leave a message in your mailbox, even if the mailbox is “full”. The message is  
stored, but cannot be accessed until you delete at least one saved message. If you  
find that you need more message time in your mailbox, ask your System  
Administrator to give you more storage space.  
Wrong prompt language  
If the wrong language appears on the display of your Enterprise Edge telephone, ask  
the System Administrator to change this.  
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Troubleshooting 8 5  
Outbound Transfer does not work.  
Ensure that you have recorded the correct instructions for callers in your personal  
greeting. In your greeting, tell callers to press to reach you. Refer to Outbound  
Ensure that the destination number you enter is not restricted. For example, if you  
cannot call long distance numbers from your telephone, then you cannot set up  
Outbound Transfer to a long distance number.  
Check to see if Outbound Transfer is turned on. Refer to Turning Outbound  
Off-premise Message Notification does not work  
If Off-premise Message Notification does not work, ask the System Administrator  
to check the Off-premise Message Notification parameters. Also, ask the System  
Administrator to check whether you are allowed to have Off-premise Message  
Notification. Ensure that the destination phone number and time parameters are  
correct.  
Ensure that the destination number(s) that you enter are not restricted. For example,  
if you cannot call long distance numbers from your telephone, then you cannot set  
up Off-premise Message Notification to a long distance number.  
Check to see if Off-premise Message Notification is turned on. Refer to Turning  
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Appendix A:  
Default values and tone commands  
Default mailbox numbers for the General Delivery mailbox  
s
Mailbox number  
length  
Default General  
Delivery Mailbox  
number  
2
3
4
5
6
7
10  
100  
1000  
10000  
100000  
1000000  
If the Group List leading digit is one then the default General Delivery mailbox  
numbers begin with two.  
DTMF tone commands for setting up Off-premise Message Notification  
Option function  
Dialpad button  
Review number  
¤
£
Enter more digits  
Insert a timed pause (4 sec)  
Recognize dial tone (1.5 sec)  
Insert a # button tone  
Insert a * button tone  
Accept number  
Cancel and re-enter  
If Enterprise Edge Voice Messaging is installed with PBX or Centrex+ and you  
want to access an outside line, you must enter the command to recognize a dial tone.  
For example, enter · to access an outside line, press £ and then to recognize  
dial tone and then press ¤ to enter more digits. Enter the destination number, press  
£ and any required pauses. Each pause entered is four seconds long. For  
definitions of Pause, Recognize dial tone and Enter more digits, refer to the  
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Glossary  
Administration  
The tasks involved in maintaining the Enterprise Edge Voice Messaging mailboxes,  
greetings and set up configuration.  
Alternate greeting  
A greeting recorded for a Personal mailbox and played on occasions such as  
absence, illness, or vacation.  
Attendant sign On/ Off  
The task performed by a company receptionist or Operator that indicates to  
Enterprise Edge Voice Messaging when an Operator is available to answer calls.  
Automated Attendant  
The Enterprise Edge Voice Messaging answering service that answers incoming  
calls with a Company greeting, plays a list of Enterprise Edge Voice Messaging  
options to a caller and performs call routing functions in response to a caller’s  
dialpad selections.  
Broadcast Message  
A message that can be sent only by the System Administrator. This type of message  
plays in all initialized Personal mailboxes and plays immediately after the mailbox  
is opened. It is automatically erased after the mailbox owner listens to the message.  
Business Status  
A Enterprise Edge Voice Messaging setting that tells Enterprise Edge Voice  
Messaging whether a company is closed or open for business.  
Class of Service  
A predetermined number designation that specifies the Enterprise Edge Voice  
Messaging Options for a mailbox.  
Company Directory  
An internal voice list that contains the names of users with initialized mailboxes  
designated to appear in the Company Directory.  
Conventions  
The way certain information is described. For example, using underlined text to  
represent second-line display prompt information.  
Default  
The parameters preset in the Enterprise Edge Voice Messaging system.  
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Designated Operator  
An individual in a company who is assigned to answer the Enterprise Edge Voice  
Messaging Operator Request option.  
Display  
A one line or two line screen on an Enterprise Edge telephone that shows Enterprise  
Edge Voice Messaging commands and options.  
Display buttons  
The three buttons on an Enterprise Edge two line display display. Users press these  
buttons to select the specified Enterprise Edge Voice Messaging option.  
Display options  
The choices available to a user that appear on an Enterprise Edge two line display  
display. Options shown on the display can be selected using the display or dialpad  
buttons  
Enterprise Edge ATA 2  
An Enterprise Edge product that lets you connect an analog device, such as a single  
line telephone or a fax machine, to an Enterprise Edge Voice Messaging system.  
Envelope information  
A date and time stamp that appears on messages left in a mailbox. If the message is  
left by another mailbox owner, envelope information includes the message sender’s  
name.  
Extension  
A two-digit to seven-digit number used to reach a designated telephone. Also an  
Enterprise Edge internal telephone.  
Feature code  
A unique three-digit code used to access Enterprise Edge Voice Messaging features  
and options.  
General Delivery mailbox  
One of the two Special mailboxes used to store messages for individuals in a  
company who do not have a Personal mailbox.  
Greetings  
There are three types of Enterprise Edge Voice Messaging greetings: Company  
greetings, Personal mailbox greetings and Information greetings. Company  
greetings are played by the Automated Attendant to incoming callers. Personal  
mailbox greetings are played to callers who want to leave a message in a selected  
mailbox. Information mailbox greetings are played to describe goods or services  
available to callers.  
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Glossary 9 1  
Group Lists  
A collection of mailbox numbers assigned to a special group name and number by  
the System Administrator. If a message is sent to a Group List, each mailbox in the  
list receives the same message.  
Guest mailbox  
A mailbox assigned to a user who does not have an extension.  
Information mailbox  
A mailbox that provides a caller with a message describing goods or services  
available from your company.  
Initialize mailbox  
Preparing a mailbox to receive messages, which includes changing a mailbox  
default password and recording a Company Directory name.  
Leave Message  
The feature code used to leave messages in Enterprise Edge Voice Messaging  
mailboxes.  
Mailbox  
A storage place for voice messages on the Enterprise Edge Voice Messaging  
system.  
Mailbox number length  
The number of digits allowed in a mailbox number. The mailbox number length can  
be between two and seven digits.  
Mailbox overrides  
Mailbox overrides are optional parameters in addition to the Class of Service  
values. The mailbox overrides are: Include in Company Directory, Alternate  
Extensions, Express Messaging Line, Call Screening, Message Waiting  
Notification and Outdial route.  
Message Delivery options  
Message sending options stamped onto a message. There are five Message Delivery  
Options: Normal, Certified, Urgent, Private and Timed. A Message Delivery  
Option can be assigned to a message after it is recorded.  
Message Waiting Notification  
A display prompt that informs a mailbox owner when a message is left in a mailbox.  
This feature is a mailbox override.  
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Never Full mailboxes  
Your Enterprise Edge Voice Messaging mailbox is equipped with the Never Full  
mailbox feature, which lets an external caller leave a message in your mailbox, even  
if the mailbox is “full”. The message is stored, but cannot be accessed until you  
delete at least one saved message.  
Off-premise Message Notification  
The Enterprise Edge Voice Messaging feature that calls destination numbers that  
you set up, to let you know you have a new or urgent message. This feature is a part  
of the Class of Service.  
Operator Status  
The Enterprise Edge Voice Messaging indicator that determines if a company’s  
receptionist or Designated Operator is available.  
Option  
A Enterprise Edge Voice Messaging choice that is given to a user through voice or  
display prompts.  
Password  
A four- to eight-digit number that is entered on the dialpad. A password is used to  
open mailboxes or perform configuration tasks.  
Pause  
Pause is used when setting up pager notification. Each pause entered is  
automatically four seconds. For voice pagers, pauses are entered after the pager  
number to delay the start of the Enterprise Edge Voice Messaging voice prompt that  
activates the pager. For alphanumeric pagers, pauses are entered after the pager  
number and before the digits that appear on the pager display.  
Personal mailboxes  
Mailboxes assigned to users as a place to store messages.  
Primary greeting  
The main greeting played in a Personal mailbox.  
Programmable memory buttons  
Buttons on the Enterprise Edge one line and two line display telephones that can  
store feature codes and numbers.  
Recognize dial tone  
After accepting the Outbound Transfer or Off-premise Message Notification  
destination phone number, entering adds a D to the digit string. The Enterprise  
Edge system uses this to recognize dial tone when an access code is required.  
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Glossary 9 3  
Resetting passwords  
A System Administrator task that changes a mailbox password from its current  
setting back to the Enterprise Edge Voice Messaging default setting 0000 (four  
zeros).  
Special mailboxes  
The two mailboxes used by the System Administrator and designated Enterprise  
Edge Voice Messaging Operator. The two Special mailboxes are System  
Administrator and General Delivery.  
System Administrator  
The person responsible for configuring, updating, and maintaining the Enterprise  
Edge Voice Messaging system.  
System Administrator mailbox  
One of the two Special mailboxes. This mailbox is used by the System  
Administrator for sending Broadcast Messages. This is also the System  
Administrator’s Personal mailbox.  
Touch tone phone  
A push-button telephone that emits DTMF tones.  
Voice prompts  
The prerecorded voice instructions that play when you access the different  
Enterprise Edge Voice Messaging features and options.  
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Index  
Certified Message Delivery option 42  
Changing  
A
Activating  
Off-premise Message Notification  
parameters 70  
Outbound Transfer  
Call Forward with Caller ID 49  
Outbound Transfer 61  
Adding special characters  
pause characters 69  
to a destination number 56  
Alert tone 50  
Alternate greeting 26, 81  
choosing whether mailbox accepts  
messages 29  
destination number 60  
parameters 60  
your mailbox password 18  
your name in the Company Directory 19  
Character limit  
for Off-premise Message Notification  
destination pager number and message  
for Off-premise Message Notification  
destination number 69  
using 29  
Alternate Language 13  
Assigning  
Message Delivery options 40  
Personalized greeting 30  
Assigning a Target Attendant  
overrides routing to Operator 20  
Automated Attendant 37, 55, 83  
transferring to 55  
Automatic disconnection from Information  
message 27  
B
for Outbound Transfer  
destination pager number 56  
destination telephone number 56  
Company Directory 13, 19, 40, 84  
changing your name in 19  
recording your name in 15  
removing a name from 19  
Company Directory name 25, 27  
Copying a message 34  
Custom Call Routing (CCR) 55  
transferring calls to 55  
Broadcast messages 42  
C
Call Forward on Busy  
overrides Caller ID 51  
Call Forward with Caller ID  
activating 49  
canceling 49  
Call Record 79  
D
Default pager message 69  
Default password 15, 18  
Default values and tone commands 87  
Default values for Special Mailboxes 87  
Deleted messages, retrieving 36  
Deleting  
Personalized greeting 31  
Deleting messages 34  
Destination number  
Call Screening  
purpose 37  
when unavailable 37  
interaction with Call Forward on Busy 51  
Calls  
character limit 69  
for pagers 68  
interrupting 22, 50  
transferring  
special characters in 56  
when Enterprise Edge Voice Messaging is  
behind PBX or Centrex  
to CCR 55  
to Enterprise Edge Voice Messaging 53  
to General Delivery mailbox 33  
to Operator 33  
used to access an outside line 68  
Destination pager number  
character limit 56, 68  
to receptionist 33  
Destination telephone number  
Canceling  
character limit 56  
Directory number sent as default pager message  
Call Forward with Caller ID 49  
Outbound Transfer 61  
CCR Information message 55  
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96 Index  
Group List 39  
name 47  
sending messages to 39  
Group message  
using a Group List 39  
Guest mailboxes 14  
no operating extension for 14  
Guide, organization 7  
H
E
Entering a destination number 56  
Entering characters  
on command line 11  
Enterprise Edge ATA 2  
no Message Waiting Notification capability  
Enterprise Edge one line display telephones  
using 9  
Enterprise Edge two line display telephones,  
using 10  
Enterprise Edge Voice Messaging  
default password 15  
display 11  
how callers reach 33  
transferring calls to 53  
using with rotary dial telephone 33  
using with touch tone telephone 33  
Erasing messages 34  
Etiquette, telephone 79, 81  
F
Feature 980 40  
Feature 981 40  
Feature 985 11  
Feature 986 53, 54, 55  
Feature 987 50  
Feature codes 19  
programming 22  
Forwarded messages  
recording an introduction for 48  
Full mailbox 33  
Hold tone 37  
Home menu 55  
I
Information greeting  
example 27, 32  
purpose 27, 32  
Information message  
automatic disconnection from 27  
CCR 55  
Initializing your mailbox 15  
Internal messages, replying to 46  
Interrupting calls 22, 50  
Interrupting voice prompts 9, 10, 12  
L
Language, Alternate 13  
Leave Message feature 11, 40, 44, 45  
Listening to your messages. see Playing your  
M
Mailbox  
full 33  
initializing 15  
G
General Delivery mailbox 33  
purpose 14  
used when Personal mailbox not available  
Mailboxes  
Greetings  
General Delivery  
purpose 14  
Guest 14  
Alternate 26, 81  
using 29  
Information 14  
Personal 13  
Special 14  
User 13  
Information 27, 32  
Personal 16, 25  
Personalized 26  
Making selections using the dialpad  
with Enterprise Edge one line display  
telephones 9  
assigning 30  
available with Caller ID 26  
deleting 31  
recording 30  
Memory buttons 21  
Menu, Home (CCR) 55  
Message 42  
Message Delivery options  
assigning 40  
Primary 26, 81  
example 26  
purpose 26  
recording  
Alternate 27  
Primary 27  
types of 25  
Certified 42  
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Index 97  
Off-premise Message Notification parameters  
Private 42  
Timed Delivery 42  
Urgent 42  
Message Waiting Notification  
not available with Enterprise Edge ATA 2  
destination telephone number 64  
destination type 64  
time range 64  
types of message 64  
Open Mailbox feature 11, 40, 43, 44  
Opening your mailbox  
remotely 17  
Messages  
addressed to a Group List 39  
Broadcast 42  
Operator 13  
copying 34  
cut off 84  
deleted, retrieving 36  
deleting 34  
erasing 34  
transferring to 55  
Optimizing Outbound Transfer 58  
Organization, guide 7  
Outbound Transfer  
activating 61  
Group 39  
canceling 61  
destination pager number  
character limit 56  
destination telephone number  
character limit 56  
setting up  
left in General Delivery mailbox 14  
playing 34  
pausing 35  
rewinding 34  
skipping forward 34  
skipping to end 34  
the envelope 34  
to a telephone number 59  
to an extension number 5960  
P
volume control 35  
playing the next 35  
playing the previous 35  
Private, cannot copy 48  
quitting 35  
Password 84  
“locked-out” 84  
changing 18  
default 18  
Pause characters, adding 69  
Pausing a message 35  
Personal greetings 16, 25  
example 20  
recording 40  
replaying 35  
replying to 35, 46  
saving 35  
recording technique 25  
Personal Mailbox  
sending 40  
sending to multiple recipients 40  
Guest 13  
User 13  
N
Name  
Personal messages addressed to a Group List  
Personalized greeting 26  
assigning 30  
recording in Company Directory 15  
removing from Company Directory 19  
Never Full mailbox feature 33  
Normal Message Delivery option 42  
O
Off-premise Message Notification  
activated by interrupted message 22  
changing parameters 70  
destination number  
character limit 69  
deleting 31  
recording 30  
Play order of messages 42  
Playing the message envelope 34  
Playing your mailbox messages 34  
Prerequisites, for using guide 7  
Primary greeting 26, 81  
Private Message Delivery option 42  
no forwarding with 42  
Private messages  
cannot copy 48  
not forwarded 42  
Programming a memory button  
to a feature code 22  
Prompt language, wrong 84  
destination pager number and message  
character limit 68  
feature restrictions 64  
not working 85  
setting up  
to a pager number 68  
to a telephone number 64  
to an extension number 66  
stopping unwanted 78  
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98 Index  
Transferring  
to Operator 55  
to the Automated Attendant 55  
Transferring calls  
R
Recording  
Alternate greeting 27  
Personalized greeting 30  
Primary greeting 27  
to CCR 55  
to Enterprise Edge Voice Messaging 53  
to General Delivery mailbox 33  
to Operator 33  
your name in the Company Directory 19  
Recording a call 79  
Recording messages 40  
Recording technique  
Personal greetings 25  
Replaying messages 35  
Reply feature 36  
to receptionist 33  
Troubleshooting 83  
Types 25  
Types of greeting 25  
U
Replying 46  
Urgent Message Delivery option 42  
Urgent messages  
Play order of messages 42  
User mailboxes 13  
V
Voice prompts 11, 42, 50  
interrupting 9, 10, 12  
on an Enterprise Edge one line display  
telephone 12  
to an external message sender  
using the DIAL option 47  
to an internal message sender 46  
using the CALL option 46  
using the MSG option 46  
to messages 35, 46  
Retrieving deleted messages 36  
Rewinding messages 34  
Routing messages from General Delivery  
mailbox 14  
Volume control 35  
S
Saving messages 35  
Sending messages 40  
to a Group List 39  
to multiple recipients 40  
Setting up  
Off-premise Message Notification  
to a pager number 68  
to a telephone number 64  
to an extension number 66  
Outbound Transfer  
to a telephone number 59  
to an extension number 5960  
Skipping forward in messages 34  
Skipping forward to end of messages 34  
Special characters  
in destination number 56  
Special mailboxes  
General Delivery 14  
System Administrator 14  
Stopping unwanted Off-premise Message  
Notification 78  
T
Target Attendant, assigning 20  
Timed Message Delivery option 42  
Timeout 84  
Transfer 55  
Enterprise Edge 2.0 Voice Messaging Reference Guide  
P0911621 Issue 02  
 

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