Flash Reference Guide Norstar and Flash are trademarks of Northern Telecom © Copyright Northern Telecom 1999 P0908431 01 Printed in Canada Table of contents How to use this guide Introduction How this guide is organized Other documents Knowing the different symbols Prerequisites 1-1 1-1 1-1 1-2 1-2 1-3 Learning about Flash Introduction How Flash works Who can use Flash About the Flash Feature Codes Determining Flash Feature Codes Feature Code descriptions About the Automated Attendant About the Company Directory About the mailboxes Special Mailboxes Personal Mailboxes Information Mailboxes Mailbox rules Using the Norstar dialpad Using Flash with a two-line display Using Flash with a single-line display Using Flash with an Analog Terminal Adapter Entering characters into the command line About the Flash voice prompts Interrupting a voice prompt Programming a memory button Exiting from Flash 2-1 2-1 2-2 2-3 2-3 2-4 2-5 2-7 2-8 2-8 2-9 2-10 2-10 2-10 2-11 2-11 2-12 2-12 2-13 2-14 2-14 2-15 2-16 Information Mailboxes Introduction Using Information Mailboxes Where to begin Recording the Information Mailbox Greeting 3-1 3-1 3-1 3-2 3-2 P0908431 01 Flash Reference Guide ii - Table of contents Your Personal Mailbox Introduction Personalizing your mailbox Initializing your mailbox Your Personal Mailbox Greetings Recording your mailbox greetings Selecting a Personal Greeting Mailbox Options Listening to your messages Copy option Reply options Record a message Mailbox Administration Changing a name in the Company Directory Greeting Options Changing your mailbox password Off-premise Message Notification Enabling and Disabling Off-premise Message Notification Changing Off-premise Message Notification 4-1 4-1 4-2 4-2 4-4 4-6 4-9 4-10 4-11 4-14 4-15 4-17 4-18 4-18 4-20 4-21 4-23 4-28 4-29 The Leave Message feature Introduction Using the Leave Message feature Assigning Message Delivery Options Using the Company Directory Option Selecting the Company Directory Option Leaving a message from a Norstar telephone Opening your mailbox after leaving a message Transferring a caller to a Flash Mailbox The different types of Flash Messages The Flash Group Message Broadcast Messages 5-1 5-1 5-2 5-3 5-4 5-4 5-5 5-7 5-7 5-7 5-8 5-8 Telephone etiquette Introduction Telephone etiquette 6-1 6-1 6-1 Flash Reference Guide P0908431 01 Table of contents - iii Troubleshooting Introduction The Automated Attendant seems to transfer some callers to the General Delivery Mailbox. My telephone cannot be forwarded to Flash. Feature 981 produces a LOG prompt on my Norstar display. My mailbox is not accepting messages. I have forgotten my mailbox password. My name is not played in the Company Directory. Flash Timeout Messages are cut off Mailbox full too often Wrong prompt language Off-premise Message Notification does not work 7-1 7-1 7-1 7-1 7-2 7-2 7-2 7-2 7-3 7-3 7-3 7-3 7-3 Appendix A: Default values and tone commands Glossary Index A-1 Glossary-1 Index-i P0908431 01 Flash Reference Guide iv - Table of contents Flash Reference Guide P0908431 01 How to use this guide Introduction 1 This guide is designed to assist you in using the Norstar Business Communication Flash voice system. The information contained in this guide describes the features accessible to a user. This section tells you what to expect as you read through this guide, and how information contained in this guide is presented. How this guide is organized The Flash Reference Guide is organized according to sections that cover: How to use this guide ­ provides a brief overview, identifying the organization of this guide and the conventions used for describing features and their operation. Learning about Flash ­ provides an overview of how Flash works. This section defines the Flash terms that are used in explaining the features. Information Mailboxes ­ provides a description of the Information Mailboxes and how to use them. Your Personal Mailbox ­ provides an outline of the steps you perform to set up a Personal Mailbox, and describes the options accessible from a mailbox. The Leave Message feature ­ provides information about the options that can be selected from the Leave Message feature. Telephone etiquette ­ provides a list of suggestions for operating Flash. Troubleshooting ­ provides diagnostic and recovery procedures for problems that might occur while operating Flash. P0908431 01 Flash Reference Guide 1 - 2 How to use this guide Glossary ­ defines the terms used in this guide. Index ­ provides a list of everything contained in this guide and where the information is located. The index is in alphabetical order. If you cannot find a term, try looking for your item according to its task. Other documents For more information about Flash, ask your System Coordinator or refer to the Flash Quick Reference Guide. Knowing the different symbols As you work through this guide, you will notice that conventions have been used to represent the words that appear on the Norstar display. Display command line text Any word or prompt that is part of the first line of the display appears in a different text. For example: Pswd: When you see a word in a different text, it represents the action you must take to proceed. Display button options text Options in the second line of a two-line display telephone appear in an underlined text. For example: Press MBOX When you see an underlined word, you can press the button directly below the option on the display to proceed. Buttons This guide uses dialpad button representations. Any button that appears in the text or instruction steps indicates the dialpad button that selects an option. For example: Press Flash Reference Guide £ P0908431 01 How to use this guide 1 - 3 When you see a dialpad button, it represents the button you must press to proceed. Angled brackets Descriptive information, entered using the dialpad, is always enclosed in angled brackets. For example: Enter The information in angled brackets describes what you should enter. In the example above, you would enter a user's last name and first initial by pressing the corresponding dialpad buttons on your Norstar telephone. Prerequisites Before you attempt to use Flash, ensure you are familiar with how the Norstar one-line and two-line display telephones operate. We recommend you read your Norstar telephone user card before proceeding. P0908431 01 Flash Reference Guide 1 - 4 How to use this guide Flash Reference Guide P0908431 01 Learning about Flash Introduction 2 Flash is a fully automated receptionist service that offers call routing and message taking services. This section describes how Flash works and covers: · · · · · · · · · · · basic system operation using the Feature Codes the Automated Attendant* the Company Directory the different mailboxes using the dialpad the Norstar displays entering characters into the command line voice prompts exiting from Flash programming a Feature Code memory button * Custom Call Routing and the Automated Attendant are not available on the Flash Voice Mail Light system. P0908431 01 Flash Reference Guide 2 - 2 Learning about Flash How Flash works Flash works with a Norstar Business Communication System, offering a receptionist service that routes calls and provides voice message taking capability. When enabled, Flash answers incoming calls and routes the calls to extensions and mailboxes within the system. Flash has three main components: · · · Automated Attendant Mailboxes (voice messaging) Custom Call Routing (CCR) The first component is the Automated Attendant. The Automated Attendant works as a receptionist would when answering incoming calls. Using a voice prompt, it plays a list of options to a caller. If you know which option you want, you can interrupt the Automated Attendant by pressing your selection on the dialpad of any tone dial telephone. When an option has been selected, the Automated Attendant responds to the command by either routing the call to an extension or mailbox within your company or directing a caller to the Company Directory or Designated Operator. The second component of Flash is the mailboxes. Mailboxes are added by the System Coordinator and then initialized by the mailbox owner. They store the voice messages left by callers. Any caller can leave a message after a mailbox is initialized. Each mailbox owner can customize a Personal Mailbox with special Flash Options. The Mailbox Options are: · · · · · · record and select Primary and Alternate Greetings record Personalized Mailbox Greetings password selection record a name in the Company Directory set up and maintain Off-premise Message Notification receive and send messages Flash Reference Guide P0908431 01 Learning about Flash 2 - 3 The third component of Flash is Custom Call Routing (CCR). CCR is a single-digit access application, providing callers with a series of voice prompts and call transfer options. Using CCR, a user can: · · · · listen to the Home Menu and make a selection listen to a pre-recorded Information Message leave a message in a mailbox transfer to another extension Who can use Flash Flash can be used by any outside caller and by mailbox owners in your company. Away from the office, Flash can be used with any tone dial telephone. Inside your office, Flash can be used from any Norstar telephone or tone dial telephone connected to your company's Norstar Business Communication System. Even outside callers using a rotary dial telephone are able to use Flash. When a caller uses Flash from a rotary dial telephone, Flash transfers the caller to your company receptionist or Designated Operator. If a receptionist or Designated Operator is not available to answer the call, the caller is transferred to the General Delivery Mailbox. About the Flash Feature Codes When you are using Flash from a Norstar telephone, you must enter a Feature Code. Feature Codes are used to access the different functions and options of Flash. To use a Flash function or option, a Feature Code must first be entered. Feature Codes are assigned during the Flash installation. The default Feature Codes for Flash are 980 through 987. When these Feature Codes are used by other Norstar applications, Norstar assigns Feature Codes between 900 and 999 to Flash. These codes might not be assigned in sequential order. For more information about Feature Codes, ask your System Coordinator. Table 2.1 shows the default Feature Codes, and also provides a space to record the assigned Feature Codes. P0908431 01 Flash Reference Guide 2 - 4 Learning about Flash Operation Leave Message Open Mailbox Operator Status Flash Directory Number (DN) Transfer Interrupt Default Feature Code Feature 980 Feature 981 Feature 982 Feature 985 Feature 986 Feature 987 New Feature Code Feature 9 ___ ___ Feature 9 ___ ___ Feature 9 ___ ___ Feature 9 ___ ___ Feature 9 ___ ___ Feature 9 ___ ___ Table 2.1 ­ Feature Codes Determining Flash Feature Codes To determine the Flash Feature Codes, you must use a Norstar M7310 or M7324 display telephone. To determine the Flash Feature Codes: 1. Press ··/ The display shows: Note: XX represents a number between 00 and 99 2. 3. Record the code for the Leave Message feature in Table 2.1. Press NEXT The display shows the Feature Code for the Open Mailbox feature. Record the Feature Code for the Open Mailbox feature in Table 2.1. Continue pressing NEXT to show all of the Flash Feature Codes and record the appropriate codes in Table 2.1. When you reach the last Feature Code, the display shows: 4. To end this Flash session, press ® or QUIT Flash Reference Guide P0908431 01 Learning about Flash 2 - 5 Feature Code descriptions Leave Message Feature Code Is used by mailbox owners to leave a message in a mailbox initialized with Flash. To use the Leave Message feature, press Open Mailbox Feature Code Is used by mailbox owners to open their Personal Mailboxes. All Personal Mailboxes are protected by a password that is established by the mailbox owner. To use the Open Mailbox feature, press Operator Status Feature Code Is used by the System Coordinator, receptionist or Designated Operator to set the Operator Status and to designate the Operator's extension. When an Operator is not available, the Operator Status must be set to NO. This alerts the Automated Attendant that the receptionist or Designated Operator is not available. This Feature Code is also used to assign the Business Status by establishing whether a business is open or closed. This Feature Code is protected by a password. To use the Operator Status feature, press ·°, ·°/ ·°¤ Note: On the Flash Voice Mail Light system: · · · the Automated Attendant is not available Business Status cannot be changed Answer Lines cannot be changed Flash Directory Number (DN) Feature Code Is used to determine the Flash Directory Number (DN ...