TOS 3000 Voice Mail / Auto Attendant Overview
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The document summarizes the configuration and features of the TOS 3000 voice mail and automated attendant system. It describes the basic specifications including the number of ports, storage capacity, and mailboxes. It also outlines the browser programming interface for configuring general settings, individual mailboxes, virtual mailboxes, music on hold, and holidays. Key voice mail features mentioned include administrator access, greeting modes, 10 automated attendant menus, silence detection, and email integration.
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TOS 3000 Voice Mail / Auto Attendant Overview
- 1. TOS 3000 T otal O ffice S olution Voice Mail / Automated Attendant Version 1.0
Editor's Notes
- Welcome to TOS 3000 introduction training voice mail module. In the next few minutes we will provide a basic feature overview of the voice mail and automated attendant features that are standard with every TOS 3000 system.
- The TOS 3000 has an integrated voice mail system which includes: 6 voice mail ports 10 programmable automated attendant menus 32 hours of shared storage 100 mailboxes: 50 for actual extensions and 50 for virtual (guest) mailboxes. 200 total messages per mailbox The TOS 3000 voice mail is programmed using the same integrated browser programmer as the phone system and network applications.
- From the browser Interface, navigate to the Voice folder, then select Voicemail. All of the necessary programming for the voice mail system can be found in this folder: General Folder: The “General” folder contains automated attendant and e-mail programming as well as some basic programming options
- Phone extension: The “Phone Extension” folder contains a list of all programmed extension mailboxes and access to the individual mailbox settings.
- Virtual Extension: The “Virtual Extension” folder contains a list of any created virtual mailboxes and access to the configuration options for each virtual mailbox.
- The update MOH file is used to add a custom MOH audio file to the TOS 3000 system. The TOS 3000 supported format for MOH files is a Mono, PCM signed, 16-bit, 8000 Hz wav file. The maximum file size is 480 KB which equals approximately 1 minute of recorded audio. Stereo formatted wav files are not supported.
- Holiday: The “Holiday Settings” folder provides a list of all programmed holidays for the system during which time the holiday greeting for each automated attendant menu will take effect.
- The “Update Voice File” folder and “Advanced” folders are used to update the prompts and other voice mail system files. These should not be used unless instructed to do so by technical support.
- General—Auto Attendant: Administrators password: Any extension may be defined as an administrator in the TOS 3000 system, the administrator password is shared and can be accessed by pressing the star key while in their mailbox. Administrators are able to: Change the greeting mode to either: day, holiday or temporary. This will change the mode on all automated attendant greetings. Record the greetings for the automated attendant menus. Create virtual mailboxes Delete virtual mailboxes or delete all messages in an extension’s mailbox. Change the password in any mailbox Greeting Mode: This setting defines the type of automated attendant greeting that will play. The three modes are: Working: Plays the standard day or night greeting based on the time of day. Holiday: Plays the holiday greeting. Temporary: Plays the temporary greeting. The greeting mode can be changed from this screen or from the phone using the administrator mailbox login. Recording custom automated attendant greetings. Each automated attendant menu contains five greetings, day, night, lunch, holiday and temporary. Custom greetings are recorded by administrator mailboxes through the phone. Instructions can be found in the Automated Attendant and Voice Mail System Overview section of the TOS 3000 Technical Manual. DISA: If enabled, all automated attendant menus have access to DISA dialing. When entering a menu press the pound key. You will then be prompted for an extension number. Next, you will be prompted for a password. This password is the voice mail box password. You will then be asked to enter the number you wish to dial. If the station associated with that mailbox password has a class of service assigned (toll restriction), then the class of service is applied to the DISA call. Any number dialed that is invalid or restricted will be met with the, “Thank you. Goodbye” prompt and disconnected. RTP Packet Size: Do not make changes to this item unless instructed to do so.
- General—Auto Attendant—Single Digit Table Configuration: Click on the Single Digit Table Configuration Automated attendant menus: There are 10 automated attendant menus (listed as 0-9) which can be used to provide: Separate greetings based on incoming line, DID number, time of day Unique dial options Separate language prompts: English or Spanish Note: Under that “both” is the third option under prompt language. When selected, the user is prompted to press 1 for English or 2 for Spanish. The language selection prompt is the first prompt heard when entering the menu before the recorded greeting plays. It was intended that a user may, for example, enter voice mail in menu 400 and select option 1 for another department (such as menu 401) and then be prompted for English or Spanish. The dialing options in the Automated Attendant menus include zero which is a fixed entry that sends the call to the operator. A dial by name directory code may be programmed and would be used for all 10 menus. For example: if the digit 6 is programmed as the dial by name code then the digit 6 will be used in all 10 automated attendant menus for dial by name only. The digit 6 would no longer be available for any other option. All other single-digit options in the menus may be programmed on a menu-by-menu basis. Digit 3 on the right side of the slide shows the options currently available. The options for each digit include: Null: No operation UCD group: call is transferred to the specified UCD group Extension: call is transferred to the specified extension number AA menu: call is redirected to another automated attendant menu with a new greeting and more options. Menu numbering: The automated attendant menus are numbered as part of the system numbering plan. For instance, Automated Attendant menu 0 may be addressed as 400. This allows DID numbers to be routed to 400 and play the greeting for automated attendant menu 0. Notice the drop down under “AA menu selection” on the right side of the slide. The numbers in parenthesis are the codes you would use to route a DID number to this specific menu and greeting options. These access codes are programmable in the Numbering Plan menu under System through the browser programmer. Analog lines may also be routed to the access code 400~409 in this example. The last two options available for programming on this screen are: Max Try Time: The amount of times the caller may enter an invalid entry Action When Max Error Reached: The action performed when a caller exceeds the “Max Try Time”. Valid options are “Forward to Operator” and “Disconnect.”
- General—Voicemail: The next three options refer to the silence detection feature: Silence detection for VM recording: We suggest you leave this as enable. Long messages of silence will not be recorded. Silence Detection Time: This is the amount of silence detected before ending the recording. 6 seconds is recommended. Silence volume level: Silence volume level: A value of 1 suggests that callers will have almost no background noise present when recording. Almost absolute silence would have to be present for 6 seconds before the voice mail will prompt the user to re-record or cancel the recording. A value of 4 may work better for trunks with ambient noise. Days for keeping Voice Mail This value defines the number of days voice mail messages are retained. This setting applies to ALL voice mail messages saved in the system. 0 means users must manually delete their own messages or they will stay on the system indefinitely. The default value is 30 days, meaning that after 30 days messages will be deleted automatically. Housekeeping Time: At default this is set to 3 am. This is the time the voice mail deletes any messages that exceed the “Days for keeping Voice Mail” setting. Also, deleted messages will be permanently removed.
- Email Integration SMTP forward of voice message to an email address are supported when used with Gmail or Exchange. This system does not support unified messaging. The primary difference being, when messages are read or deleted in the user’s email account……. the message will remain in the user’s voice mail as new. However, each user’s mailbox does have an option to delete, save or leave as new any message that is sent via email notification. This setting will be applied to all messages in the mailbox. Setting up email integration The example used here will be integration with a free Gmail account. Free Gmail accounts include SMTP message forwarding. This operation is required for this application to work properly. Basic Gmail accounts support SMTP forwarding and allow a maximum of 500 messages a day to be forwarded. No additional programming in the Gmail box is required. The following settings are required: SMTP Support SSL must be set to YES SMTP Server must be set to smtp.gmail.com SMTP Server Port must be set to 587 Sender Email Address must be set to the Gmail account the customer provided. Sender User Name must be the user name for the Gmail account Sender Password must be the password for the Gmail account Voicemail Tag: This number will be entered as the contact number in the email that is sent out. This number should be a phone number should be a back door number to reach voice mail. Email Header: This will be the subject line in the email. The right side of the slide includes an example of the body of a message that was sent using this configuration. Emails are delivered in a .wav format. We can not guarantee 100% delivery of all email as we are at the mercy of Gmail in this instance or Exchange in other cases. On the same note we do not and cannot guarantee playback of .wav files on all operating systems including mobile devices. For additional information on configuring email please reference the TOS 3000 Technical Manual.
- How are Mailboxes created? When an extension is created in the system the mailbox is automatically created and will appear under the Voicemail/ Phone extension folder. This entry is seen on the left side of this slide as Phone Extension. The first and last name fields here are used for the dial by name directory and should be programmed. Note: In order for a mailbox to appear in the dial by name directory, the First and Last name must be programmed and the mailbox name must be recorded in the box. Extension Configuration: Clicking on the Configure button to the right of the Phone Extension will bring up the Extension Configuration window. From Extension Configuration we can program the following: Voicemail: We can disable the mailbox here. If the mailbox is disabled, then outside callers can still leave messages but the extension will not have access to listen to them. Pressing the mailbox key from the extension will result in hearing the greeting “this mailbox has not been enabled”. This might be useful in a small Hotel application. Password: The password is four digits in length and used for logging into the mailbox. The same password is also used when a user accesses a feature like follow me forwarding or DISA. Anytime a user is asked to present a password, this is the password that will be used. E-mail Address: Mailbox user’s Email address for SMTP forwarding. Prompt Language: Language 1 plays English prompts, Language 2 plays Spanish prompts. Distribution list: If you press configure here you can program up to 3 distribution lists for this mailbox which may include 10 members each. Email Message: After the email is sent, this will be the subsequent state of the voice message. Options include Save as new, Save as old or delete. Leaving Messages: If this option is disabled an outside caller will hear the mailbox greeting and then be disconnected. Administrator: Enable gives this mailbox Administrator privileges. For version 1.0 no single digit menu’s may be associated with a mailbox.
- Virtual Extension: How are virtual mailboxes created? This is slightly different than an actual extension mailbox. In the case of virtual extensions, the number range of the virtual extensions is created under system and numbering plan. The virtual extensions themselves are created under Voicemail--Virtual Extension. The configuration options for the virtual mailboxes is exactly the same as we discussed in the previous instruction for Phone Extension. These virtual mailboxes can be dialed from intercom also DID numbers may be routed directly to a virtual mailbox. It is important to note that analog lines MAY NOT be routed directly to a virtual extension. If the line rings to an automated attendant menu, the user may dial a virtual mailbox number from there and leave a message. The virtual extensions may also be used for directions or information boxes. A virtual mailbox key may be programmed on a phone and will lamp if messages are left in a mailbox so these virtual extensions may be used as general delivery or departmental mailboxes.
- Holiday: Holiday operation may be scheduled in advance by programming the dates in the holiday settings folder under voicemail. You must select Off Duty under Holiday. Off duty operation will play the holiday greeting for each auto attendant greeting. The ringing modes will continue to follow time operation unless time mode is turned off if the system even when the system is in holiday mode. If the system is in day mode then day ringing will occur until the system goes into night mode.
- This concludes the voice mail training. Please refer to the documentation for more information on the features described. Thank You.