NEC PBX 2000IPS and Zeacom Maintenance and Support in the UK.Missing. That will help you perform tasks using MATWorX. Refer to Chapter 8 “MATWorX Online Help” for how to access the online Help. Page 129 How This Guide is Organized The MATWorX User Guide is divided into the following chapters: MATWorX Overview describes the MATWorX program, its features, buttons, Taskbar selection, Add-Ins, and application tools.

• Neax 2000 Ips Command Manual

Chapter 19 Voice Messaging Systems

Record/Edit From a PC or a telephone, subscribers can record their directory name and record and edit their personal greetings, which the NEAXMail AD64 plays to incoming callers.

Administer private distribution list (groups) - subscribers oversee their private distribution lists, adding or deleting recipients as necessary.

Change directory listing status - individual subscribers can control whether or not they want to be listed in the directory.

Change telephone password - subscribers can change their telephone password from within the Mailbox Manager.

Change transfer options - subscribers can turn call transfer on or off, and change the extension or telephone number to which incoming calls are transferred. When call transfer is turned off, incoming calls are sent directly to the subscriber’s mailbox. This feature is particularly useful for employees who have offices in multiple facilities, frequently work at home, or work as part of a team that requires them to spend a significant amount of time in a colleague’s office. By using Mailbox Manager to change call transfer options, callers and subscribers are connected quickly to provide improved customer service and efficient personal administration of call traffic.

Set conversation options - subscribers can specify whether or not they want the default Yes/No or the alternative Menu Mode conversation, whether they want to hear the date and time stamp before or after a message, or if they want the voice mail system to greet them by name when they call in to retrieve their messages.

Set message delivery options - subscribers can establish rules governing message delivery options for the type and urgency of message or frequency of delivery. For example, a subscriber can set the message delivery options so that when he or she receives urgent voice messages on Wednesday, the NEAXMailAD-64will call the subscriber’s home or cellular telephone to deliver them.

Set call screening and holding options - subscribers can set call screening and holding options to handle incoming calls with ease. Two or more of these options may be combined. The following call screening and hold options are available.

Announce before connecting caller - The system plays a beep before transferring the call.

Screen Name - The system asks the caller’s name before ringing the extension. The system plays “Call from <caller’s name spoken by the caller>” before transferring the call.

Ask me if I want to take the call - The system says “Enter 1 to take the call, or 2 and I’ll take a message” and then waits for a response from you before transferring the call.

Remember screen name - The system asks and plays the caller’s name as above, and if the caller leaves a message, will append the caller’s name to the beginning of the message.

Tell me who the call is for The system says, “Call for <your name>” before transferring the call.

Integration features - NEAXMailAD-64is capable of delivering the following major features. However, limitations of the NEAX platform, Telco service or network configuration, may make one or more of these features unavailable.

Call forward to personal greeting. This feature makes it easy for callers to leave messages for subscribers who are busy or away from their desks. With this feature, incoming calls routed to an unanswered or busy extension are automatically forwarded directly to a subscriber’s voice mailbox where the caller can leave a personal message.

Message waiting indication. NEAXMailAD-64will light a message waiting lamp, activate a display, or provide a stutter dial tone on the subscriber’s extension when new messages have been received.

Easy message access. With this feature, subscribers simply press one button on their telephone set to retrieve new messages from their voice mailboxes without entering a personal ID number. To prevent unauthorized message access, subscribers may also require a security code to be entered before message playback.

Chapter 19 Voice Messaging Systems

Live Record. The feature allows the subscriber to record their telephone conversation and save them as voice messages in their mailbox. Live Record is available on Dterm sets with a properly configured feature button. A programmable “recording beep tone” may be configured where required by law.

Constant Message Count. Allows Dterm display set users to see messaging information on their LCD. The message count is updated to provide old, new and urgent message counts when users are connected to their voice mailbox.

Soft Key Mailbox Navigation. When connected to an IVS2 or IPS system, mailbox subscribers with Dterm Series E and Dterm IP sets have the option of using the four soft key buttons to manage messages and navigate their mailbox menus. Using these visual menu prompts allows the subscriber to quickly select and access various mailbox features.

ANI/Caller ID Capture and Display. When using Enhanced MCI integration Automatic Number Identification (ANI) or Caller ID (CLID) integration displays the telephone number of the outside caller on a desktop PC (using ViewMail, ViewMail for Microsoft Messaging or ViewCall Plus) or the Dterm set’s display during message playback.

Immediate disconnect. NEAXMailAD-64immediately disconnects when callers hang up, so ports free up immediately.

Line resource management controls out-dialing.This gives priority to incoming call traffic when performingout-dialingoperations.

Integration methods – the NEAXMailAD-64integrates with the NEAX PBX system in one of three ways. The integration method dictates how the NEAX PBX provides call information when forwarding a call to a subscriber’s personal greeting and how it receivesmessage-waitingindication from NEAXMailAD-64.When integrated, both the NEAX PBX and the NEAXMailAD-64system share information on the origin and destination of calls. It also notifies subscribers when new messages are pending.

Direct Digital Integration – is established using the Intel®/Dialogic® D/42NE2 voice board(s) installed in the NEAXMailAD-64.Each board emulates up to four Dterm sets and transmits digital switch information between the PBX and the NEAXMailAD-64.The Dialogic board connects to the PBX using one Dterm station port for each NEAXMailAD-64voice port. TheD/42-NE2board takes a 'snapshot' of the feature set display information and identifies the display information for caller and calling party information. This integration also makes the Live Record, Constant Message Count and SoftKey Navigation features possible.

Message Center Integration (MCI) - is a serial data link between the NEAX PBX and NEAXMailAD-64.The voice messaging system and the switch share information about each call by passing data over this serial data link. Message waiting lamp status is sent from the voice messaging system to the telephone system, saving port usage to handle incoming calls. MCI is used inmulti-switchnetworks whenever Common Channel Interoffice Signaling (CCIS) networking is used.

Simultaneous MCI & Digital Integration – is a combination of the previously mentioned integrations and is used whenever multiple NEAX PBXs are networked together via CCIS. With this method the local PBX subscribers may continue to use the Live Record, Constant Message Count, Soft Keys and ANI Capture & Display features. All other integration is performed through the MCI link.

Single Point of Entry (SPE) AIMWorX® Voice Mail SPE is an optional product that lets subscribers manage the most commonly used voice mail functions from their computers. This product provides single-point-of-entrydata management between information in the AIMWorX database and the NEAXMailAD-64voice mail system. You can assign mailboxes, set preferences, and other administrative duties from the Users screen in AIMWorX Manager and then download it to the voice mail system.

Maintenance

The NEAXMail AD-64is designed to be as easy to maintain as possible. All system hardware requires minimal maintenance. Software maintenance, including backup and restore, is designed to be virtually foolproof.

System Administration Console By using theWindows-basedsystem administration console, NEAXMail AD64 can be administered from any Windows based PC on your LAN. This new console is intuitively designed and

Chapter 19 Voice Messaging Systems

is accessible via an IP connection, making system administrators more efficient when managing the NEAXMail AD-64system.

Status Monitor The Status Monitor utility monitors the voice messaging system as it answers and routes calls and it dials phone numbers to deliver messages or turn on message waiting indicators. The Status Monitor utility displays any error messages for ports. The Status Monitor utility can also be used to reset ports if they become unable to answer or place calls.

Disk full warning When the number of minutes of message storage left on the system is equal to or less than a value specified by the system manager, the system asks subscribers to delete unnecessary messages.

On-line reports NEAXMailAD-64can provide detailed information regarding an organization’s incoming telephone calls. The information, generated in reports, can be used to help make decisions about the organization, such as staffing levels, productivity, and telephone equipment needs. Reports can be viewed on the screen or printed on a printer connected to the voice processing system. Reports can also be copied to files and imported into many word processing, database, and spreadsheet programs. There are five types ofon-linereports: usage reports, directory reports, busy ports report, call log, and error log.

Usage reports These reports give an indication of how much the voice messaging system is being used over time. These reports can be run for an individual guest, subscriber, extension number, or system ID. Usage of the entire voice messaging system can also be tracked.

The Usage Bar Graph Report shows the percentage of each hour that a person or box was using the voice mail system. The bar graph report for the entire system shows the percentage of each hour that the voice mail system’s ports were in use. This percentage equals the number of minutes the ports were busy divided by the number of minutes they could have been busy. The number of minutes they could have been busy equals 60 minutes multiplied by the number of ports on the system.

The Usage Table Report may be run for an individual guest, subscriber, and extension number ID or system ID and reports the total number of calls by system port and total duration of calls in minutes. A usage table for the entire system shows the total number of calls answered by each system port for each hour of the day and the duration of calls in total number of minutes. The report also includes grand totals for day, night, and entire24-hourperiods.

Directory reports Directory reports show the structure of the system, its subscribers, system IDs and message groups. It is possible to run the report for everyone enrolled in the system, for all extension IDs or for message groups. Directory reports include a subscriber report, extension list and group reports.

Subscriber Reports Subscriber reports list each subscriber and guest enrolled in the system. The report includes each personal ID, the number of new messages waiting, the total number of new and old messages, the date the person last called the voice mail system, the number of days the system saves the subscriber’s old and archived messages, and the access code.

Extension List Reports Extension list reports show every subscriber on the system with the corresponding extension number ID and the system IDs for any transaction boxes and interview boxes the subscriber owns. This report does not include guests. For each subscriber, the report lists whether call transfer is currently on or off, the telephone number that calls will be transferred to, the call transfer type, the number of times the

extension rings, call transfer options, and whether call holding is on or off.

Group Reports Group reports provide information about message groups in the system. There are three different group reports: List of Message Groups (lists groups), Group Membership (lists members of groups), and Groups Including Person (lists all the message groups of which a subscriber or guest is a member).

Busy port report The busy ports report shows the total number of times all or selected ports were busy. It also shows the average percentage of time the ports were busy during a specific time period. The busy port report can be run for all ports on the system or for a selected group of ports.

Chapter 19 Voice Messaging Systems

Call log The call log provides a record of every call NEAXMailAD-64answers, dials, or transfers. The call log can be run for the entire system or an individual subscriber.

Error log The error log lists system errors. The report lists each error code, the port on which the error occurred, and the date and time the error occurred. This report can be used to diagnose and solve system problems. The system manager can look up the error code on line and follow the steps to correct the error.

Remote maintenance With NEAXMailAD-64’sremote maintenance feature, support and problem solving can be provided without anon-sitevisit.

Visual Messaging

Visual Messaging is a suite of optional unified messaging and call management modules that can enhance your NEAXMail AD-64voice messaging system by linking your telephone and your Local Area Network (LAN). Using an intuitive Microsoft Windows interface, the Visual Messaging modules bring calls and messages to your desktop PC and make managing them as easy as clicking a mouse. Instead of listening to calls and messagesone-by-oneon the telephone, you can visually manage multiple calls or messages on screen and work more efficiently and effectively than ever before. As your organization grows, you can add seats of the different modules. Eachmodule—ViewMail,ViewMail for Microsoft Messaging, ViewMail for Lotus Notes, ViewMail for GroupWise and ViewCall Plus addresses a specific need and can be purchased to customize your NEAXMailAD-64as your organization’s requirements change.

ViewMail

ViewMail organizes messages on screen, making them much easier to manage than on the telephone. ViewMail displays a list of messages that you can quickly scan for important information. You can see who sent the message, the date and time it was sent, the length, and a subject if one was included. When used with Automatic Number Identification (ANI) and Caller ID, or when entered manually through NEAXMail AD64 call screening feature, the name and number of the person who sent the message is also included. You can sort messages in any order and see details about them at a glance. Intuitive buttons and icons make ViewMail easy to use. You can play and review selected messages, send a message to another subscriber, send a copy of a message to another subscriber, save a message as a WAV file to a desired location and delete messages from your mailbox—allwith a click of a mouse. ViewMail can be used on Windows 98, NT 3.51, NT 4.0, 2000, and XP. Here’s a quick review of some of these features:

ViewMail for Microsoft Messaging/Lotus Notes/GroupWise

ViewMail for Microsoft Messaging/Lotus Notes/GroupWise gives you the flexibility to send and receive different types of messages interchangeably. With ViewMail for Microsoft Messaging/Lotus Notes/GroupWise, all types of messages—voice,fax*, ande-mail—arecollected in your Inbox and made available from a single application ViewMail for Microsoft Messaging/Lotus Notes/GroupWise has all theeasy-to-usefeatures of you Inbox, including drop down menus, toolbar buttons, context sensitive help, and tool tips.

With ViewMail for Microsoft Messaging/Lotus Notes/GroupWise, you use intuitive VCR-stylebuttons for playing messages. You can use the mouse to click on the Rewind, Pause, or Fast Forward buttons to move quickly through messages. A position slider shows where you are in the message, and lets you move

Chapter 19 Voice Messaging Systems

immediately to any part of the message. Using the mouse you can redirect a message to any subscriber, including groups of subscribers. You can also redirect voice over the Internet. ViewMail will save voice messages as WAV files when you attach them to an e-mailmessage.

ViewMail for Microsoft Messaging/Lotus Notes/GroupWise can be used on Windows 98, NT 4.0, 2000, and XP using Outlook 98, 2000, and 2002. ViewMail for Microsoft Messaging/Lotus Notes/GroupWise gives you some of the same features as the basic ViewMail, including:

ViewCall Plus

ViewCall Plus gives you total control over all your incoming, outgoing, external, and internal telephone traffic by managing calls on a PC via a Windows graphical user interface. ViewCall Plus provides live telephone call management on your PC in the same way that unified messaging enables you to manage voice mail and manage data about each caller with the applications—suchas MicrosoftOffice—thatyou use everyday.

With ViewCall Plus, you simply click a mouse to take calls, send calls to a voice mail box, transfer calls to other extensions, ask callers to hold or hear the caller’s name. You can do all this from the desktop PC without picking up the telephone which means you can handle several callers at once without interrupting conversations. Three completely integrated windows let you control every aspect of your telephone traffic. The Telephone Control window shows the flow of calls to and from your extension and allows you to interact with callers without interrupting conversations. TheCall Log window records all call activity. You can sort or print the information in any order, and you can utilize the information to return calls or add contacts to your database by dragging it to those areas with the mouse. TheContact List manages data about each caller including multiple telephone numbers and action items and provides you withon-screeninformation stored in your personal database before connecting with a caller.

For NEAX PBXs enabled with TAPI services (i.e., TAPI Link or PC Telephony Adaptors), ViewCall Plus also offers an Enhanced mode that adds powerful new features such as the ability to drag and drop dialing information. To make a call, simply drag the name from the contact list or Call Log to the telephone window and ViewCall Plus will dial the correct number.

ViewCall Plus includes PhoneBASIC® which allows programmers familiar with Microsoft’s Visual Basic to customize ViewCall Plus in almost unlimited ways. ViewCall Plus can be configured to access and interact with databases, work with spreadsheets, direct calls according to a set ofpre-establishedrules, handle predictive dialing functions and more. For example, ViewCall Plus can make calls from within an application such as Microsoft Access or Outlook. Here are just a few of the features available with ViewCall Plus:

Chapter 19 Voice Messaging Systems

NEAXMail IM-16LX

An enhanced integrated messaging solution; the NEAXMail® IM-16LXis the next generation of internalcard-based,voicemail/unified messaging system. It delivers scalable port and message storage capacities with all the features you’ve come to expect from the most advanced NEC voice messaging products. Designed specifically for the NEAX® 2000 IPS, the internal card set also offers reliability, space andcost-savingadvantages.

Up to 490 hours of messages can be stored on the NEAXMail IM-16LX.The integrated messaging solution scales from 4 to 16 ports and expands from 2 to 4 fax ports, making it an ideal messaging choice for the NEAX 2000 business communication platform.

The integrated design of the NEAXMail IM-16LXtakes up less space than a standalone messaging solution. It can also save you money. Because the NEAXMailIM-16LXfits inside the NEAX 2000, you don’t have to buy line cards normally required for a standalone system. It also uses less energy because it’s powered by the NEAX 2000. In the event of a power failure, it will operate off the same battery backup of the NEAX 2000, adding another measure of reliability to your communication system.

Unified Messaging and Call Management

A feature-richbusiness communications solution, the NEAXMailIM-16LXsimplifies message management with convenient access to voice, fax and email messages from any networked PC. Unified Messaging yields fewer misunderstood or lost messages and faster message returns. The result: Employees can prioritize their messages and streamline their workload.

With Voice Messaging, recorded messages can be left and responded to 24x7. Users benefit from many messaging options and the ability to set up their mailboxes to suit individual needs. From a multimedia PC, subscribers can even play and record messages, eliminating the need to pick up a telephone.

Access email messages by phone with the text-to-speechoption. Enjoy24-hour,two-wayaccess to messages without the need for a laptop or modem connection.

Communicating by fax is faster, easier and totally confidential with NEAXMail IM-16LX.Inbound and outbound documents are password protected and can be stored electronically until previewed and printed from any networked desktop PC.

Full Digital Integration

Through its fully customized digital integration, the NEAXMail IM-16LXcombines important business communication functions into one comprehensive voice processing system--a system that can help you increase productivity and improve service dramatically.

Chapter 19 Voice Messaging Systems

Digital integration enables feature options such as Soft key Navigation, Constant Message Count, Live Record, Live Monitor and Mailbox Manager. Soft key Navigation allows you to navigate your Dterm® Series E, I or Dterm IP phone, as well as your NEAXMailIM-16LXvoice mail menu options using the LCD screen. Constant Message Count gives you an accurate count of your new or old messages on the LCD screen.

With Live Record, subscribers can record calls at any point during the call and save the recording or forward it to other subscribers. Accurate messages can be passed on to others and phone conversations can be archived for future reference. Setting your mailbox feature options is quick and efficient using the NEAXMail IM-16LX’sWeb-basedMailbox Manager Application. Subscribers can modify their own mailbox greetings, security codes, notifications, groups, conversation preferences and other settings through the intuitive, graphical user interface accessed with their Microsoft® Internet Explorer browser.

Hospitality Feature Package

NEAXMail IM-16LXoffers a version specifically designed for the special needs of the hospitality industry and integrates with over 60 Property Management Systems (PMS).

Personalized guest messaging is available for every room and guests can choose from an extensive list of foreign language prompts. The guest directory allows callers to contact the hotel guests or leave messages without going through an operator. The hospitality package’s wake-upfeature allows guests to add, delete, change and confirm awake-upcall at any time during their stay. Guest information lines answer routine questions 24 hours a day.

The hospitality package also improves internal communication. The entire hotel staff can be alerted to a message simultaneously. Employees working different schedules can leave messages for each other. Housekeeping, maintenance and room service can be alerted via pager or cell phone while mobile.

Enjoy the Benefits of Integrated Messaging

For simplified message management, take advantage of the NEAXMail IM-16LX’snumerous features, convenient access to messages and customizableuser-friendlysettings.Easy-to-implement,easy-to-maintain andeasy-to-install,the NEAXMailIM-16LXis engineered to be acost-effectiveand efficient integrated messaging solution for your NEAX 2000.

Basic Features

Live Record

Live Monitor

Soft Keys Functionality

Web-BasedMailbox Manager

Browser-basedAdministration Console

ANI Capture and Display

Constant Message Count

Chapter 19 Voice Messaging Systems

Urgent Message Count

Date and Time Stamp Single Digit Dialing Subscriber Self Enrollment

Special Delivery Options (Future, Urgent, Return Receipt) Speed Keys for single button access to functions Multiple Personalized Greetings

Message Editing

Message Rewind, Pause and Fast Forward Message Waiting Lamp Notification

Out dial Notification to Pager Cascade Notification Cut-through-pagingMessage Volume Control Subscriber Controlled Groups

Message Cancel and Redirect

Trunk Mapping for specific trunks to be routed to alternate greetings Extension Remapping

Supervised and Unsupervised Transfer support Transfer to Attendant

User Changeable Voice Prompts

Reports – Subscriber and System

Port Independence allows each port to have its own set of parameters to answer calls Menu-modeOption

Alpha and Numeric Directory Guest Mailboxes

Holiday Schedule

Variable Length Security Codes and Passwords Caller Interviewing

Call Screening

Call Accept or Reject Remote Maintenance

AIMWorX and MA4000 Integration support Fax Detect, Routing and Notification

Additional Features

Visual Messaging and Call Control Modules: ViewMail, ViewMail for Microsoft Messaging, ViewMail for Lotus Notes, ViewMail for Novell GroupWise, ViewCall Plus, ViewFax. Hospitality Feature Package (includes 5 Guest Languages and PMS Integration)

Active Fax: Fax Mail Text-To-SpeechEmail Reader Multiple Languages

Chapter 20 System Documentation

NEC offers a full complement of documents for the UNIVERGE NEAX 2000 IPS product line.

Technical documentation is available on Compact Disk (CD ROM) or on the WEB through NTAC On-Line(http://www.ilibrary.com/cng/docs.nsf). This section lists all documents included on the Compact Disk (CD ROM).

UNIVERGE NEAX 2000 IPS Documentation List

UNIVERGE NEAX 2000 IPS Technical Manuals

Neax 2000 Ips Command Manual