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G1E+

Hybrid IP Communication System

G1E Applications Note – Automated Attendant HacksV 2.0

G1E+ Applications Note – Automated Attendant Hacks V 2.0

Table of ContentsScope of Document ........................................................................................................................ 3 About the Presented Applications ................................................................................................... 3

Hacks 6 and 7 require that a G1E-VMC be installed in the system ............................................. 3 Equipment Required ....................................................................................................................... 3

Hardware Installation ................................................................................................................... 4 Card Installation ....................................................................................................................... 4

Initialize ....................................................................................................................................... 5 Basic Automated Attendant ............................................................................................................. 6

Main Greetings ............................................................................................................................ 6 Hack #1: All The Time Greeting – Make Auto Attendant Answer the Call! ................................. 6 Hack #2: Separate Greetings for Day Service and Night Service ............................................... 7

Hack #2.5: Adding the Lunch and Holiday Greetings ............................................................... 8 Hack #3: Auto-Attendant Only at Night ..................................................................................... 10

Hack #4: Delayed Auto-Attendant ............................................................................................ 10 Hack #5: Single Digit Access .................................................................................................... 11

Advanced Automated Attendant with G1E-VMC ........................................................................... 12 About Virtual Extensions… and Department Mailboxes ........................................................... 13

What are Virtual Extensions? ................................................................................................. 13 Why do we need Virtual Extensions? ..................................................................................... 13 Programming a Virtual Extension .......................................................................................... 13 Recording a Greeting in a Virtual Mailbox .............................................................................. 14

Virtual Extension/Mailbox DSS Appearance .............................................................................. 14 Hack #8 Answer Greeting Overflow to Mailbox ......................................................................... 14

Recording Auto Attendant Greeting .............................................................................................. 16 Greeting recording Flow Chart ................................................................................................. 18

Using the personal Mailbox ........................................................................................................... 19 To Access Mailbox from outside line ............................................................................................. 19 To Record Greeting Message from outside line ............................................................................ 19 To Environment Monitor from outside line ..................................................................................... 20 To Activate the personal Voice Mail .............................................................................................. 20 To Leave a Message for another station ....................................................................................... 20

Operator Flow Chart for Personal Voice Mail ............................................................................ 21 Adding a G1E-VMC Card to a G1E ........................................................................................... 22 Card Installation ........................................................................................................................ 22

If your G1E is already installed and using the onboard Automated Attendant ....................... 23 Allocating Voice Mail Boxes to Extensions. ............................................................................... 24

Programming Set Up for the G1E-VMC ........................................................................................ 26 Related programming Modes. ................................................................................................... 26

V 2.0 G1E+ Applications Note – Automated Attendant Hacks

Scope of DocumentThis series of documents for the G1E series are to take basic programming information and organize it into useful mini-applications (hacks) that you can use as a reference in building a system that best meets your customer needs. It’s an effort to take different programming items and put them together in a way that will give you better control and a better understanding of how the G1E series systems work.

The applications presented here are for purposes of training as well as giving you a jumping off point for designing customer applications specific to your customer’s individual requirements.

This document primarily covers the automated attendant functions of the Onboard AA or G1E-VMC. The voice mail operation of the G1E-VMC will come into play in some of the applications, but the voice mail operation is incidental to these applications.

These exercises assume some familiarity with normal G1E programming.

Throughout this document you may read references to VMU, VMC and G1E-VMC. Fear not. They are all referring to the same device.

About the Presented ApplicationsHacks 1 through 5 can be programmed on any G1E system, with or without a G1E-VMC. The basic G1E system is equipped with an Automated Attendant function, but no voice mail. For those applications, the greetings are recorded using code 8901, which provides access to the on-board Automated Attendant. Hacks 6 and 7 cannot be programmed unless the system is equipped with a G1E-VMC card.

If the system is equipped with a G1E-VMC card, the onboard Automated Attendant function is disabled and all AA functions are provided by the VMC. In applications where the VMC is installed, greetings are recorded by dialing 8902.

If you program any of the hacks 1 through 5 on a system without a G1E-VMC and later on add a VMC card, you can copy the greetings from the on-board Auto Attendant by using Mode 25 and selecting option 6. Or if you program using a G1E-VMC card and then remove it, you can still retain your main greeting messages from the VMC by accessing Mode 25 and selecting option 7, which will copy your day, night, lunch and holiday greetings from the VMC to the on-board Auto Attendant.

Use care when entering Mode 25 programming, as this form is also used to initialize the G1E telephone system. If you are copying from the on-board AA to the G1E-VMC or vice versa, be very careful and do not enter options 1, 2, 3, or 4. These options will reset all or part of the system database.

Hacks 6 and 7 require that a G1E-VMC be installed in the system

Equipment RequiredThe applications in this document assume that you have a G1E system, equipped with a minimum of 4 CO trunks and G1E-MBU card. It is necessary to have some quantity of key


telephones attached. Application Hacks #6 and #7 assume that you have a G1E-VMC card installed in the G1E cabinet.

Hardware Installation

Card InstallationTurn off G1E system power. Make sure the Compact Flash card is installed properly into the card socket of the VMU card before installing the G1E-VMU into the system. The G1E-VMU and G1E-VMU2 are installed to the same place and only one can be installed.

G1E-VMC ( G1E-VMC)

G1E-VMU2


InitializeOn a new system both the G1E and the G1E-VMC must be initialized separately.If this is a completely new G1E system, initialize the G1E database on the G1E by using Programming Mode 25-2. The applications are appropriate for all default configurations. The VMC card does not affect the system capacity. All available slots can still be used when a VMC is installed.

If you are installing a G1E-VMC on a system that has been in service, you will only need to initialize the VMC card as listed below.

• Ensure that the power is turned off and plug the VMU card into the appropriate slot on the MBU.

• Once the G1E-VMU is installed, power up the system. Once the system is running enter Program mode.

• Wait 2 minutes after power up to allow the VMU to download information before accessing the Voice Mail.

• Initialize the VMU card in Program Mode 25-8. Be very careful to only press 8 after entering Mode 25. Incorrect operation of Mode 25 can reset the system causing loss of any existing telephone system database.

Mode 25-8 will initialize the VMU card, remove all mailbox allocations and erase all personal greetings. It will not erase DISA, ACD, or any other system Messages.

To use the VMC card the G1E must have version A52x software or later.

CF Card G1E-VMC (32kbps) G1E-VMC (16kbps)Total 1 Unit Duration Duration Total 1 Unit Duration DurationUnit Duration (mins) (hours) Unit Duration (mins) (hours)

(secs) (secs)128M 960 30 480 8 960 60 960 161G 1000 240 4000 66 N/A N/A N/A N/A

1 Gigabyte G1-VMC cards will be future releases.

IMPORTANTThe system should not be turned off within 5 minutes of initializing the VMC card. If power is interrupted to the system, it will corrupt the VMC’s Flash memory and require re-initialization.


Basic Automated AttendantFor many of your customers, basic Automated Attendant operation is all that is required. This requires the least amount of system programming in order to implement.

Main GreetingsMain answer greetings are played to an incoming call under normal circumstances. Each VM can contain one Day Service Greeting, one Lunch Break Greeting, one Night Service Greeting and one Holiday Greeting. Each of these greetings can be up to 60 seconds in length.

You may also configure an additional message that will play after the Main answer greeting has played. This message can also be up to 60 seconds in length. This is called the Extended Greeting. The ability to play the extended greeting is controlled by Mode 05> Group 15 > Item 1. When 05-15-01 is set to a value of 4, the Extended Greeting will follow the main greeting.

Hack #1: All The Time Greeting – Make Auto Attendant Answer the Call!

Note: This application will work on all G1E and Lynx systems. In the first example, we will configure a simple greeting that answers calls 24 hours a day, 7 days a week. It will offer the ability to dial an individual extension or dial the operator. If the caller does nothing, when the message times out, the caller will be sent to the operator.

For the example, the G1E-VMC contains a “canned” message, so we will record our own greeting later. The “canned” one is good enough for now. Instructions will be given shortly

In order to make the system answer with the day greeting we need to program the following:Mode 35 > Trunk > Item 4. DISA & ECF Control. For each trunk we want answered by the auto attendant, we need to enable DISA on the trunk. This parameter is also shared with a control for External Call Forwarding, but for our example, we are only concerned with DISA. Valid settings are:

0 = No DISA during Day Service / No DISA during Night Service1 = No DISA during Day Service / DISA during Night Service2 = DISA during Day Service / No DISA during Night Service3 = DISA during Day Service / DISA during Night Service

Mode 05 > Group 1 > Item 4. DISA & ECF Delayed Answer Time – Day. We also need to make sure that DISA will answer immediately during Day Service. This is done by setting the DISA Answer timer for Day Service to 0, which indicates immediate answer.

Mode 05 > Group 11 > Item 4. DISA & ECF Delayed Answer Time – Night. We also need to make sure that DISA will answer immediately during Night Service. This is done by setting the DISA Answer timer for Night Service to 0, which indicates immediate answer.

That’s it! Those are the only programming items necessary in order to make the system answer all calls with the main greeting!

You probably want to record a greeting for your customer. To do that, you need to be a system operator. For our example, we will make extension 11 our operator.


Mode > 04 > Console Group 1. This form will accept an individual station number. This form grants operator privileges to stations. It also associates the console (operator) groups with trunk groups (Trunk > 36: Trunk Group Assignment). Trunk Group 1 and Console Group 1 are associated with each other. We will see more about this later.

The Console Group number is also associated with Extension Group numbering (Extension > 41: Extension Specification > Extension Number > Item 1. Extension Group). More on that later.

Once your station is a console (operator), you can record the greetings (and a lot of other things). The system provides voice prompts to guide you through this process, but we’ll list it without the prompts.

Dial 8901 for access to the onboard Automated Attendant (8902 to access a G1E-VMC Voice Mail Card). The system asks for a password. By default, the password is 1234. This password is set in mode 13-07.Press 2 (to record greeting)Press 1 (to record Main Company Greetings)Press 1 (to record the Day Greeting)If a greeting is already present, you will hear it at this pointPress 1 (to change your recording)The system will play a short message explaining that you are about to record a message. The system will then BEEP to indicate that you are recording.Record your message.Press # (to end the recording)The VM will play the message you just recorded back to you.You have the option of accepting the recorded message or re-recording it.Press 1 (to hear the greeting).OrPress 2 (to re-record the greeting).OrIf you are happy with the recording Press # or hang up.

At this point, you have successfully installed a basic Auto Attendant. You can place a call to the telephone system. It will answer and play your greeting. During the greeting, you can dial any valid extension in the system or the Operator by dialing 0. If you dial nothing, when the recording ends, you will be routed to the operator.

Hack #2: Separate Greetings for Day Service and Night ServiceNote: This application will work on all G1E systems. It does not require the presence of a G1E-VMC Voice Mail Card.

If you have already done Hack #1: The All Time Greeting, you have completed most of this hack. The only thing you must do is record a greeting for Night Service.

From the Operator Console that you programmed in Hack #1, do the following:

Dial 8901 for access to the on board Automated Attendant (8902 to access the G1E-VMC Voice Mail Card). The system asks for a password. By default, there is 1234 in mode 13-07.Press 2 (to record greeting)Press 1 (to record Main Company Greetings)Press 3 (to record the Night Greeting)If a greeting is already present, you will hear it at this pointPress 1 (to change your recording)


The system will play a short message explaining that you are about to record a message. The system will then BEEP to indicate that you are recording.Record your message.Press # (to end the recording)The VM will play the message you just recorded back to you.You have the option of accepting the recorded message or re-recording it.Press 1 (to hear the recording).OrPress 2 (to re-record the greeting).OrIf you are happy with the recording Press # or hang up.

To test this, you need to put the system into Night Service. You can do this by manually placing the system into Night Service. From the Operator Console, press PRG > TRF. The display will show you the current system mode status. The modes are:

DAY STATUSNIGHT STATUS

You can move between the modes by pressing the TRF key. Each press of the TRF key will step to the next mode.

If the system is in Automatic Mode, the display will show:Night Transfer>> Manual

You may switch between Manual and Automatic mode by pressing the * key.

Once the system is placed into Night Service you can place a call to the system. It will answer After 2 seconds and play the Night Greeting you recorded.

Hack #2.5: Adding the Lunch and Holiday GreetingsNote: This application will work on all G1E systems. It does not require the presence of a G1E-VMC Voice Mail Card.

This doesn’t really qualify as a separate hack, so it is included as a part of Hack #2. All you need do is record the Lunch Break Greeting and the Holiday Greeting.

Dial 8901 for access to the onboard Automated Attendant (8902 if a G1E-VMC is installed). The system asks for a password. By default, the password is 1234 in Form 13-07.Press 2 (to record greeting)Press 1 (to record Main Company Greetings)Press 2 (to record the Lunch Greeting) or Press 4 (to record the Holiday Greeting)If a greeting is already present, you will hear it at this pointPress 1 (to change your recording)The system will play a short message explaining that you are about to record a message. The system will then BEEP to indicate that you are recording.Record your message.Press # (to end the recording)The VM will play the just recorded message back to you.You have the option of accepting the recorded message or re-recording it.Press 1 (to hear the recording).OrPress 2 (to re-record the greeting).OrIf you’re happy with the recording Press # or hang up.


Note: Day Service and Night Service and Lunch Service can be set up to be activated automatically via System > 20: Day Time Schedule. They may also be accessed via Key functions from the operator console for manual switching. Holiday mode can only be accessed via the VM and cannot be scheduled or selected in advance. Night Service, Lunch Service and Holiday Service all are based upon Night Service programming and routing.

Dial 8902 for access to the VMC (8901 for access basic on board AA). The system asks for a password. By default, there is 1234 in mode 13-07.Press 1 (to control Day/Night service)

Press 1 Auto mode: follows the time setting on mode 20 to change DAY/NIGHT/LUNCH BREAK automatic.Press 2 Manual mode

Press 1 Day modePress 2 Lunch break modePress 3 Night modePress 4 Holiday mode

Press # When you are finished


Hack #3: Auto-Attendant Only at NightNote: This application will work on all G1E systems. It does not require the presence of a G1E-VMC Voice Mail Card.

Your customer may want to have Auto-attendant not used during business hours, but only used at night, when the operator has gone home. This is a quick and easy application.

This assumes that you already have implemented Hack #1 and Hack #2.

Mode 35 > Trunk > Item 4. DISA & ECF Control. Setting this item to a value of 1 will cause the system to only route calls to DISA during Night Service. This must be programmed on every trunk you wish to have answered by DISA.

After this parameter is set, the auto-attendant will answer calls only when the G1E is in Night Service. This can be manually set by entering PRG > TRF and continuing to press the TRF key until the LCD display shows Night Status to indicate that it is in Night Service. To remove the system from Night Service, use the same procedure to restore it to Day Service.

Hack #4: Delayed Auto-AttendantNote: This application will work on all G1E systems. It does not require the presence of a G1E-VMC Voice Mail Card.

Now that you have the Auto-Attendant operating, your customer may elect to have a live operator answer incoming calls and use the auto-attendant function of the VM only when the operator is away from the telephone or when they are already busy on a call.

This exercise assumes that you have implemented Hack #1 (and perhaps Hack #2).

Mode 01 > Trunk Day Ring Assignment controls the stations assigned to ring each incoming CO trunk in the system during Day Service. You will need to program the stations that you want to ring until DISA answers the call.

Mode 02 > Trunk Night Ring Assignment controls the stations assigned to ring for each incoming CO trunk in the system during Night Service, Lunch Service and Holiday Service. You will need to program the stations that you want to ring until DISA answers the call, if you are delaying DISA during Night Service.

Mode 05 > Group 1 > Item 4. DISA & ECF Delayed Answer Time – Day Service. This options controls how long a call will ring into the G1E system before DISA answers and the auto-attendant takes over the call. This timer controls only Day Service.

Mode 05 > Group 11 > Item 4. DISA & ECF Delayed Answer Time – Night Service controls the same timer during Night Service. This timer controls Night Service, Lunch Service, and

IP 0 1 2 3 4 5 6 7 8 9 Unit

04 0 2 4 6 8 15 30 60 120 254 sec.


Hack #5: Single Digit AccessNote: This application will work on all G1E systems. It does not require the presence of a G1E-VMC Voice Mail Card.

Okay, so far we’ve managed to make DISA answer our calls and we can call any extension within the system by dialing the extension during the answer greeting.

Now, let’s suppose your customer is a small business with several people (or groups) who are called frequently.

Your customer wants the following things to be possible from the main answer greeting:1. Caller can dial any extension in the system (10 - 38) and be transferred.2. Caller can dial 4 to reach someone in the Sales Department.3. Caller can dial 5 to reach someone in the Tech Services Department.4. Employees can access and check their own voice mail when they are out of the

office.

Even though we haven’t dealt with voice mail as of yet, we can still give the customer a way to check messages for when we finally create some mailboxes (we will create mailboxes very soon).This means we need to implement single digit dialing for DISA and the auto-attendant function.

Mode 05 > Group 11 > Item 8 DISA Single Digit Dialing sets a default value for all DISA trunks in the system. If this is selected, all trunks in the system that are not individually programmed will point to this Single Digit Dialing Form. For our example, we will set 05-11-08 to 3:

Valid settings for 05-11-08 are:

IP 0 1 2 3 4 5 6 7

08 Disable Enableat Day

Enableat Night

Enableat Day & Night

Enableat Noon

Enable at Noon & Day

Enable at Noon & Night

Enable at Noon &

Night & Day

DISA Single Digit Dialing ties individual digits to hunt groups. The digit 1 will route to Hunt Group 1, the digit 2 to Hunt Group 2 and so on through the digit 5 and Hunt Group 5. If a hunt group is left unprogrammed (67-hg-01 is not programmed with a pilot number), it is no longer subject to single digit routing.

In our example system, the default extension numbering plan uses extensions 11 through 38. Single Digit Dialing does not allow dialing conflicts, so if we had routed the digit 1 to the sales group, customers would have been unable to directly dial extensions 11 through 19 within the telephone system. Had we assigned hunt group 2 to the sales department, extensions 20 through 29 would not have been available by individual dialing of those extensions. Keep that in mind when you are designing a dialing plan. If your single digit menus conflict with an extension numbering plan, callers must dial 6+ the extension number in order to directly dial into the system.

Next, we need to create a Hunt Group for Sales and a second one for Tech Services. For that we need to utilize Mode > 67, 68 and 69: Hunt Group Assignment.

For Sales Group, we are using Hunt Group 4 (67-04) with a pilot number of 68 0. The system will ring the phones listed in 68-04 with Day Service or phones listed in 69-04 with Night Service


when caller dial 4 to reach someone in the Sales Department. The pilot number you assign is up to you, but it is necessary to assign a pilot number to each hunt group that will be active in the system. In this example, 68 was chosen because it is above the range of extensions that are normally programmed into the G1E.

For Tech Services Department, we are using Hunt Group 5 (67-05) with a pilot number of 69 0. The system will ring the phones listed in 68-05 with Day Service or phones listed in 69-05 with Night Service when caller dials 5 to reach someone in the Tech Services Department.

Item 2 is set to 0=Common Audible for our example. It could be set to any of the other values depending on the particular application, but for our example, all phones should ring when the hunt group is called.

IP Value Item Description02 0 Common02 1 Linear02 2 Circular

To summarize Hack #5, since it is the first application that requires a large number of programming relationships, we have successfully created an application where an outside caller can hear the auto-attendant message and dial:

Any extension from 11 through 38.Dial 4 to be connected to the Sales DepartmentDial 5 to be connected to the Tech Services DepartmentDial # so employees can check their voice mail messages while out of the office.Dial 0 to reach the system operator.

Important point to remember: G1E does not support conflict dialing. Using single digit dialing that conflicts with extension numbering will prevent callers from dialing individual extensions unless they first dial 6 + the extension number.

Advanced Automated Attendant with G1E-VMCThe first five hacks in this document pertained only to the main Automated Attendant operation, which will handle a good portion of customer requirements. While bells and whistles help sell systems, in reality most customers don’t take advantage of the full range of options available to them. However, it is best to be prepared for customer requests beyond the ordinary. Further, if you already understand the advanced functions available in the VMC, you can help tailor a customer’s specific application and suggest options that are available of which the customer may not be aware.

Hack #6 On-Line Recording Note: This application requires the presence of a G1E-VMC Voice Mail Card.

To record it is necessary for the DK series phone to have a [RECORD] key which is FN: 34. During a call the extension presses the [RECORD] button and the Voice Mail will start recording. Press the [RECORD] button again or hang up to stop recording.

Creates Mailboxes for extension in Mode 43 > Port > Item 5 Voice Mail Box.

Assign Capacity with a single message in Mode 43 > Port > Item 6. Maximum Message Length. The length of each individual message is limited to 1 Voice segment in default.Assign a DSS key of FN: 34 [RECORD] in mode 07.Check mailbox by lift handset press [MSG]……


About Virtual Extensions… and Department Mailboxes

What are Virtual Extensions?Virtual Extensions are extensions don’t have telephones connected to them. The G1E can have 6 virtual mailboxes on ports 51 to 56. These ports are shared with the ISDN “S” bus and can be used for one use only per port.

Why do we need Virtual Extensions?Virtual Extensions are necessary in a system so that we have a legitimate extension number to which we can route calls. It is also necessary for an extension to exist (either virtual or real) in the G1E system before we can assign a mailbox. Virtual Extensions can be used for departmental mailboxes. They can also be used as menus and sub-menus in auto-attendant applications.

Hack #7 Department Mailbox in Night Service mode Note: This application requires the presence of a G1E-VMC Voice Mail Card.

Programming a Virtual ExtensionA Virtual extension can be programmed on an available on port from 51 to 56 an existing.These ports are shared with the ISDN “S” bus and can be used for one use only per port.

To program the Virtual extension numbers into the system, proceed to Mode 43 > Port > Item 01 (port for 51 to 56). In the example, the extension number 41 in 43-51-01 and 42 in 43-52-01.

Create Mailboxes for Virtual extension 41 and 42, using Mode 43 > Port > Item 5 Voice Mail Box.In the example, set 41 in 43-51-05 to 02 (10 segments) and 42 in 43-52-05 to 02 (10 segments).

00 = No mailbox 01 = 5 segments (150 to 600 secs range)02 = 10 Segments (300 to 1200 secs range) 03 = 15 segments (450 to 1800 secs range) 04 = 20 Segments (600 to 2400 secs range)………..

Each unit has 30/60/120 seconds storage depending on CF card and Compression rate. Currently the largest available Voice Mail Card is 1Gb.

CF Card G1E-VMC (32kbps) G1E-VMC (16kbps)Total 1 Unit Duration Duration Total 1 Unit Duration DurationUnit Duration (mins) (hours) Unit Duration (mins) (hours)

(secs) (secs)128M 1000 30 500 7.5 1000 60 1000 151G 1000 240 4000 60 N/A

The total units may be reduced if more features are added to the VMC in the future.

Mode 43 > Port > Item 6 - Maximum Message Length.Single message length of each individual message is limited to 1 Voice segment in default.In the example, set 41 in 43-51-06 to 1 and 42 in 43-52-06 to 1.

For Sales Group, put extension number 41 in 69-04. In Night Service mode, callers dial 4 to reach virtual mailbox for Sales Department.


For Tech Services Department, put extension number 42 in 69-05. In Night Service mode, callers dial 5 to reach virtual mailbox for Tech Services Department.

When someone leaves a message on Sales or Tech Services Department mailbox, the Operator Console indicating MSG LED lamp (Red) will flash slowly.

From the Operator Console, lift handset then press MSG key to hear Department mailbox of Sales Department or Tech Services Department.

To test this application, you need to put the system into Night Service. You can do this by manually placing the system into Night Service. From the Operator Console, press PRG > TRF. The display will show you the current system mode status. The modes are:

DAY STATUSNIGHT STATUS

You can move between the different modes by pressing the TRF key. Each press of the TRF key will step to the next mode.We will use Virtual Mailboxes applications for Department mailboxes.

Recording a Greeting in a Virtual MailboxIn order to record a greeting in a virtual mailbox, an extension must either have a DSS appearance of the mailbox (as listed below) or dial the extension number of the virtual mailbox.

Recording a greeting in a virtual mailbox is almost as easy as recording a greeting in your own personal mailbox. The difference is, to record your own greeting, you log in as yourself (your extension number). To do this you dial 86 and when prompted for your password, you enter the password that belongs to the mailbox/extension you are calling from.

To record in a virtual mailbox is different only in what you first dial. To record a message for a virtual mailbox, you dial the extension of the virtual mailbox, not the access code for voice mail (86). If you have a DSS appearance of the virutal mailbox as described later, you may press the DSS button instead of dialing the extension number. You will be connected to the VMC as if you were the virtual extension and will hear the same password prompt you would hear if you were logging into your own mailbox. Only you will enter the password for the virtual mailbox instead. After that, recording greetings, listening to messages and other mailbox options are exactly the same as if you were accessing yoru own mailbox.

Virtual Extension/Mailbox DSS AppearanceAdditionally, you may program an appearance of a Virtual extension on a button of one (or more) telephone sets through 07-gp-key. When a Virtual mailbox is programmed as a DSS appearance using this method, any time a message is left in the virtual mailbox, the DSS appearance of the Virtual mailbox will flash. This is in addition to the MSG light flash on the console operator’s telephone. Any station user with a flashing appearance can press the flashing button and be connected to the VMU. After entering the password, they can listen to the message as if it was in their own mailbox. When the message has been heard, the flashing will cease on all appearances of the virtual mailbox.

Hack #8 Answer Greeting Overflow to MailboxNote: This application requires the presence of a G1E-VMC Voice Mail Card.

What happens if a caller doesn’t dial anything during the Auto Attendant main greeting? System default will route the caller to the first available console operator as assigned on From 04. However, the system assumes the operator is always there and will retry the operator over and over again. This is fine when there are multiple operators or at least an operator present at all


times. But a lot of businesses want to route callers to a voicemail box to take a message, especially after hours.

The G1E+ allows you to assign a virtual mailbox as a no-digits-dialed overflow point. So when a customer calls in and does not dial an extension, does not dial any options presented to him and doesn’t dial 0 for the operator, we can still capture that call and take a message.

Form 05-20-02 provides control for exactly this option. A setting of 0 will cause the VMU to either disconnect the caller or transfer the caller to the appropriate operator as programmed on 05-07-04. A setting of 1 through 6 will route the caller to one of the six virtual mailboxes in the system, so that the caller may leave a message.

1= Virtual mailbox 41 2= Virtual mailbox 423= Virtual mailbox 43 4= Virtual mailbox 445= Virtual mailbox 45 6= Virtual mailbox 46

So adding this on to any of the first five hacks shown in this document will provide for an overflow or general delivery mailbox.

With this set up (for example) to route to Virtual Mailbox 41 (05-20-02 = 1), if the callers listens to the entire auto attendant message and dials nothing, he is sent to mailbox 41. In mailbox 41, you may have an additional message telling the caller that he is in a “last chance” position to dial something in order to reach a live body. If he still dials nothing, The system will take a message in mailbox 41. After leaving a message, the operator console(s) will receive a flashing MSG key. Any stations that have an appearance of Virtual Extension 41 will also have the 41 button flashing. Any of these people will be able to press the flashing button to log into the mailbox. If they know the password for mailbox 41, they can retrieve and hear the message.


Recording Auto Attendant Greeting

[Operator Console Only]

a. Recording greeting messages On Console press [8901 / 8902] (On board AA / G1E-VMC) |__ [PASSWORD]13-07-XXXX(default=1234) |___ [2] -- record greeting message |___ [1] To record greeting message | |_ [1] to record day time greeting message | |_ [2] to record lunch break time greeting message | |_ [3] to record night time greeting message | |_ [4] to record holiday greeting message | |_ [5] to record day time greeting for message second language | |_ [6] to record lunch break time greeting message for second language | |_ [7] to record night time greeting message for second language | |_ [8] to record holiday greeting message for second language | |_ [9] to record external call forward greeting message | |_ [#] to finish |___ [2] To record ACD message | |_ [1] to record ACD section 1 greeting message | |_ [2] to record ACD section 2 greeting message | |_ [3] to record ACD section 3 greeting message | |_ [#] to finish |___ [3] To record special function message |_ [1] to record department introduction. This segment will play after welcome greeting if 05-15-01=4 |_ [2] to record music on hold |_ [3] to record wake up call |_ [4] to record emergency call alert |_ [#] to finish


b. Setup greeting message from VMOn Console press [8901 / 8902] (On board AA / G1E-VMC) |__ [PASSWORD]13-07-XXXX(default=1234) |__ [1] -- setup greeting message |__ [1] to change Day/Night service mode |__ [1] to change for automatic mode (by follow mode 20 to switch DAY/NIGHT/ LUNCH BREAK time) |__ [2] to change for manual mode: |_ [1] day mode |_ [2] lunch break mode |_ [3] night mode |_ [4] holiday mode |__ [#] finish

c. Changing Password for ConsoleOn Console press [8901 / 8902] (On board AA / G1E-VMC) |__ [PASSWORD]13-07-XXXX(default=1234) |__ [3] – to change Password (Follows the Voice prompt)

d. Changing Password for other stations.On Console press [8901 / 8902] (On board AA / G1E-VMC) |__ [PASSWORD]13-07-XXXX(default=1234) |__ [4] – to change Password for other stations. G1E-VMC requested and follows the voice prompt.

e. Checking the recording capacity of the VMC card.On Console press [8901 / 8902] (On board AA / G1E-VMC) |__ [PASSWORD]13-07-XXXX(default=1234) |__ [5] – to listen all prompts segment |__ [6] – not available [7] -- Check VMC card capacity. [0/3/40/8]= 256M |__ [8] – to check firmware version of VM |__ [9] – to check firmware version of VM [5/5/1/0]


Greeting recording Flow Chart


Using the personal MailboxFirst, you must record your greeting message. To do this, by dial 86 from your handset. If the VMC answers and says “thank you for calling” then hangs up, check the system programming that recording blocks been allocated to the extension. If the Mailbox is created it will ask for your password. The default is 1234. Once in the mailbox follow the Voice prompts.

Lift handset dial [86] |__ [PASSWORD] (default is 1234) |__ [1] – to hear your message |__ [1] to hear message |__ [2] to delete the currently message |__ [3] to play the previous message |__ [4] to play the next message |__ [5] to delete all messages

|__ [1] to confirm|__ [2] to cancel

|__ [#] to finish |__ [2] – to record greeting message |__ [1] to record greeting message |__ [1] to record greeting message after the tone. Press # to save message. |__ [2] to delete your greeting message |__ [#] to finish |__ [3] – to change your password |__ Enter 4 digits password |__ [#] to save new password |__ [4] – to setup notification |__ [1] to change message the lamp function |__ [2] to change message the external line notification function (not available) |__ [5] – to leave message to other mailbox (not available) |__ [6] – to control Do Not Disturb |__ [1] to place your phone in Do Not Disturb |__ [2] to disable Do Not Disturb |__ [9] to return to main menu or hang up if you are finish

To Access Mailbox from other telephoneLift handset, dial [86] |__ [*] |__ [extension number] |__ [PASSWORD]

To Access Mailbox from outside lineIncoming call answered by DISA greeting |__ [#] |__ [extension number] |__ [PASSWORD]

To Record Greeting Message from outside lineIncoming call answered by DISA greeting |__ [#]


|__ [Admin number] (refer Note 1) |__ [PASSWORD] 13-07-XXXX (default=1234) |__ [2]

Note 1: the admin number [99 / 999 / 9999] was depending on number of digits used for the extension in mode 05-03-06. (99 when 05-03-06= 2, 999 when 05-03-06= 3 and 9999 when 05-03-06= 4)

To Environment Monitor from outside lineIncoming call answered by DISA greeting |__ [#] |__ [Admin number] (refer Note 1) |__ [PASSWORD] 13-07-XXXX (default=1234) |__ [6] to access environment monitor |__ [extension number] of an extension that has a Microphone and is Idle. |__ [*] to return to main menu

Note 1: The admin number [99 / 999 / 9999] was depending on number of digits used for the extension in mode 05-03-06. (99 when 05-03-06= 2, 999 when 05-03-06= 3 and 9999 when 05-03-06= 4)Note 2: The outside party can listen to the extension for 2 minutes. After timeout they will hear busy tone, If they want to continue then pressing 1~9. Any key will stop the busy tone and delay the timer which setting in 05-06-06. If busy tone or P.R. or break is detected then the line will disconnect.

To Activate the personal Voice MailThe access code for the User mailbox is 86. The user can use the following way to direct the calls to the Voice Mail.

Set by phonePress [PRG] [FWD] [1] for Any Call / [2] for Busy / [3] for Busy/No Answer [86].

To Enable and Disable Call Forwarding:

. Simply Toggle [FWD] key.

. Call Forward LED will flash when active and be out when the forwarding is inactive.

To Leave a Message for another stationIf the telephone has a Voice Mail Transfer Key:Lift handset, press VM Transfer key

|__dial [extension number] or Press DSS button of extension.


Operator Flow Chart for Personal Voice Mail


Adding a G1E-VMC Card to a G1ECard InstallationTurn off G1E system power. Make sure the Compact Flash card is installed properly into the card socket of the VMU card before installing the G1E-VMU into the system. The G1E-VMU and G1E-VMU2 are installed to the same place and only one can be installed.

G1E-VMC ( G1E-VMC)

G1E-VMU2


The VMU card does not affect the system capacity. All available slots can still be used when a VMU is installed.

• Ensure that the power is turned off and plug the VMU card into the appropriate slot on the MBU.

• Once the G1E-VMU is installed, power up the system. Once the system is running enter Program mode.

• Wait 2 minutes after power up to allow the VMU to download information before accessing the Voice Mail.

• Initialize the VMU card in Program Mode 25-8. Be very careful to only press 8 after entering Mode 25. Incorrect operation of Mode 25 can reset the system,

Mode 25-8 will initialize the VMU card, remove all mailbox allocations and erase all personal greetings. It will not erase DISA, ACD, or any other system Messages.

IMPORTANT!! Do not turn the system off within 5 minutes after initializing the VMU card by using program 25. It will corrupt the card’s memory.

If your G1E is already installed and using the onboard Automated Attendant

The G1E+ system has a 4 Channel Auto Attendant system built in to the system main board. It has its own messages pre-recorded. Many of these messages can be re-recorded by the user as needed.

If the G1E-VMU/VMU2 card is added to an existing system, the G1E-VMU/VMU2 card takes control of system messages. The greetings and messages on the built-in auto attendant are no longer used. If you are installing a G1E-VMC card in a system that is already using the onboard Automated Attendant, you will need to copy the prompts from the Automated Attendant to the G1E-VMC card. When the G1E-VMC card is installed on a G1E, the onboard Automated Attendant ceases to operate. All tasks previously handled by the Automated Attendant are automatically re-assigned to the G1E-VMC. Any greetings originally recorded on the built-in auto-attendant of the G1E+ must be copied to the G1E-VMU/VMU2. `To copy existing automated attendant voice prompts from an onboard automated attendant to the G1E-VMC, you will use Programming Mode 25 and select option 6.

Copying prompts:Mode: 25 -6: Copy the voice prompt from On-Board AA to G1E-VMU or VMU2Mode: 25 -7: Copy the voice prompt from G1E-VMU or VMU2 to On-Board AA.

If for any reason, you elect to remove a G1E-VMC card from the system, you may copy all existing main greetings and Automated Attendant messages from the G1E-VMC to the onboard Automated Attendant. In such a situation, you will use Programming Mode 25 and select option 7.


This procedure will take several minutes and should not be interrupted. While the copying is in progress LED1 on the VMU (see photo) and LED2 on the main board will rapidly flash in unison.

Allocating Voice Mail Boxes to Extensions.At this point if any extension in the system dials 86 which is the mailbox access code, the VMU will answer and say “thank you for calling, goodbye”. This tells you that the Station from which you are calling has no mailbox allocated. To allocate a Mailbox you will need to know the port number of the station. This can be found by pressing PRG [1] on a display telephone. Each display telephone will show the port to which it is connected.

Prg [1] displayTransTel G1E UV:G1E-A52x P:12 ← Port Number

Or program mode 41-st-08 will show each station/port combination from the programming mode.

41-st-08 display41-112-08 STSPE1 1 0 1 0 0 12 ← Port Number

From this screen we can see that Station 112 is connected to Port 12.

In Mode 43 Port 12 item 05 allocate recording blocks to this station.

43-12-05 PORT112 2 4 0 03 02

01 = 5 storage units are available02 = 10 storage units are available03 = 15 storage units are available04 = 20 storage units are available05 = 25 storage units are available


06 = 30 storage units are available07 = 35 storage units are available08 = 40 storage units are available09 = 45 storage units are available10 = 50 storage units are available……….50 = 250 storage units are available

In this example Station 112 has been set to 3, which allocates 15 storage units (7.5 minutes of recording time).

The Mailbox has also been set in item 06 to 2, which is a maximum message length of 1 minute using the following table.

43-12-06 PORT112 2 4 0 03 02

Default = 0 (no limit)01 = 1 storage unit02 = 2 storage units03 = 3 storage units04 = 4 storage units…..90= 90 units (max.)

ON systems with PSTN lines it is recommended that Clear Forward Send is enabled for clearing incoming calls when the caller hangs up. If this is not available DISA Busy Tone Detect may be enabled to clear down VMU DISA calls. AS an added precaution a maximum message recording time of 1 minute is allocated for each mailbox message, otherwise if a caller hangs up without pressing # the recording may continue until the mailbox is full and then the system will disconnect the call. If the maximum time is set to 1 minute and if the caller neglects to press # and CFS is not enabled and DISA Busy Tone Detect is not enabled, the VMU will disconnect the call after 1 minute.

Once the Mailbox is allocated then the user can proceed to set up their mailbox.


Programming Set Up for the G1E-VMCRelated programming Modes.Mode 05-01-04 DISA Access Delay Time-DayMode 05-09-03 Clear Forward Signal supervisionMode 05-09-04 DISA Busy Tone DetectMode 05-09-06 ACD Answer TimerMode 05-09-07 ACD Second Message TimerMode 05-09-08 ACD Call Disconnect TimerMode 05-11-04 DISA Access Delay time - NightMode 05-11-08 Single Digit DISAMode 05-16-03 Single Digit Access CodeMode 05-16-04 Dual Language SettingsMode 05-17-02 VMU CompressionMode 05-17-04 DISA Access Delay Time - NightMode 05-17-08 Minimum Mailbox Record TimeMode 05-19-04 Silence detect For VMUMode 13-07. VMU PasswordMode 25-6 Copy MBU Auto Attendant Flash memory to G1E-VMC cardMode 25-7 Copy G1E-VMC Card Flash to MBU Auto Attendant Flash memoryMode 25-8. VMU InitializationMode 29-tk-02 Enable ACD operation. Mode 35-tk-04 Enable DISA operation.Mode 41-08 Check a Station’s Port numberMode 43-port-05 Allocate Recording blocks to Stations.Mode 43-port-06 Set maximum recording length for each message per Station.Mode 46-st-07 (Station) Call Forward No AnswerMode 78-st-04 (Station) Call Forward BusyMode 95-tk-04 DISA and ECF Lunch Setting


1562 Park Lane South, Suite 400Jupiter, FL 33458http://www.transtelcommunications.com

All data and specifications are subject to change without notice.

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