Voice mail operation

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Introduction

Your ESI phone system provides accurate and timely messages. Others will become more comfortable leaving you voice messages if you promptly retrieve and respond to your messages.

VOICEMAIL

The VOICEMAIL key is used for direct access to all voice mail features, such as picking up messages or transferring directly to mailboxes.

Personal greetings

Initially, your mailbox has a generic greeting: “You have reached the mailbox for extension [xxx]. Dial 0 to reach the operator or begin recording at the tone.” You can record up to three different personal greetings in your own voice indicating your availability to return calls. To record a personal greeting, press PROG/HELP 1 and then follow the instructions you’ll hear.

Examples

Greeting 1: “Hi, this is [name]. I’m away from my desk or on the phone right now; so please either dial 0 to reach our operator, or leave me your name, number and message at the tone and I’ll get back to you as soon as I can.”

Greeting 2: “Hi, this is [name]. I’m out of the office. You may dial 1 2 2 for my assistant. If you prefer, you may leave me a voice message at the tone — I’ll check in regularly — or, if it’s important, dial 2 now to leave me an urgent message that will page me automatically.”

Greeting 3: “Hi, this is [name]. It’s after normal business hours here, so please leave a message at the tone and I’ll respond on the next business day.”

Depending on auto attendant usage and your personal preferences, you may wish to include one or more of these options in your personal greetings:

Option	Instruction
0	To reach the operator
1	To skip directly to the record tone (or “beep”)
2	To mark this message as urgent*
8	To the main greeting (if your system is using the ESI phone system’s auto attendant)
[xxx]	An extension number of another user

*	Not on IVX 20 Plus.

You can change any personal greeting as often as necessary, by just recording over a previously recorded personal greeting.

Personal greeting keys

You can program a programmable feature key as a personal greeting key for any one of the three personal greetings. Once created, this shortcut can then be used to activate the associated personal greeting (the key’s LED will glow green, and the greeting will play, as confirmation).

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Leaving messages . . .

If you call another station that is in DND mode, is busy or does not answer — or if you call a special mailbox (such as a guest or group mailbox) — you will be transferred to the mailbox. You can skip the mailbox’s personal greeting by pressing 1 — this takes you directly to the record tone.

. . . directly in another user’s mailbox

The procedure for going directly to another user’s mailbox without ringing his/her extension depends upon whether you have that user’s extension set as one of your station keys:

• If you do, press VOICEMAIL and then the person’s station key.
• If you don’t, press VOICEMAIL TRANSFER and then dial the extension number.

Either will connect you directly to that user’s personal greeting.

. . . in several users’ mailboxes using a Quick Group

You can leave a direct message in several users’ mailboxes at the same time by pressing VOICEMAIL and the desired station keys — thus creating a Quick Group. You can also move messages or recordings to a Quick Group in the same manner.

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New message skip

(Works with IVX 128 Plus, IP 200 and IP 40.) When listening to new messages, press 9 twice (within two seconds) to save a message as new. This message will be played again as a new message the next time you access your voice mail.

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AutoPage

(Works with IVX 128 Plus, IP 200 and IP 40.) This feature lets you have outside callers internally page you after they’ve been forwarded to your voice mailbox and are listening to your personal greeting. You must have personal greeting 3 selected and it must tell callers to press 3 for this feature. If the caller dials 3 during the personal greeting, he/she is placed on park; the system then pages you by name, followed by the phrase “You have a call on Park” and the line on which the caller’s parked (e.g., “John Doe, you have a call on Park 21”). If you don’t answer the page within a programmed interval, the caller is forwarded back to your extension/voice mailbox.

(This feature is active if your Administrator authorizes your station for it, you have set your mailbox to play personal greeting 3, and a directory name is recorded for your station.)

Sample personal greeting 3 for AutoPage: “Hello. This is Rick. I’m currently unable to receive your call. To have me paged throughout the building, please press 3 now. Otherwise, please leave me a message after the tone and I will return your call as soon as possible.”

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Move and delete message

When you move a message, the system accesses another submenu to determine whether you want to (a.) move and delete a message or (b.) move and save it. After you press 6 to move a message, the prompt will ask whether you wish to:

• Move the message but also save a copy of it in your voice mailbox
  or
• Move the message and delete it from your mailbox.

(This feature is activated only if your Installer enables it on your system.)

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Off-premises “reach me”

(Works with IVX 128 Plus, IP 200 and IP 40.) After a caller has been forwarded to your voice mailbox and is listening to your personal greeting, this feature allows a caller to be forwarded to a number outside the system — i.e., a regular phone number rather than an extension. You must have personal greeting 2 selected and it must must tell callers to press 4 for this feature. When the caller presses 4 during your greeting, the system forwards him/her to the number you entered for “phone delivery” under “external message notification” (PROG/HELP 6 2). If that number doesn’t answer, the caller is returned to your voice mailbox. When you receive a forwarded call, you’ll be prompted to “press any key” to accept the call.

(This feature is activated only if your Administrator enables it on your station and you have set your mailbox to play personal greeting 2.)

Sample personal greeting 2 for off-premises “reach me”: “Hello. This is Rick. I’m currently out of the office. To attempt to reach me on my mobile phone, please press 4 now. Otherwise, please leave me a message after the tone and I will return your call as soon as possible.”

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Live recording

RECORD

To begin recording both sides of the conversation during a call, press RECORD. Recording will continue until either you press RECORD again, the call is completed, or the maximum record limit (adjustable only by the Installer) is reached; default is 10 minutes. To resume recording, you must press RECORD again. During recording, the RECORD LED will “flutter” (blink rapidly) green and the display will show RECORDING.

You can record any conversation, including a conference call or service observing call.

You can also make a personal recording — useful for recording personal reminders, in office conversations or meetings —by lifting the handset or pressing SPEAKER and then pressing RECORD. Internal dial tone will stop and recording of your station will begin until RECORD is pressed again or you hang up.

Quick Move™

The Quick Move feature is perfect for those times when you are on a call you know would be more appropriate for one or more other, currently unavailable co-workers (for whose stations you have programmed station keys on your phone). While you record a conversation, you can move (not copy) the recording to other stations by pressing one or more station keys; each designated user’s mailbox will receive the recording as a new message, but your mailbox will not have the recording. This feature saves you many steps when you know, while recording, that you want the recording to be saved in another user’s mailbox: you won’t need to access your mailbox, move the recording and then delete the recording from your mailbox.

Playback of recordings

If you have recorded conversations, they will play after your old messages, or you can access them directly by pressing VOICEMAIL RECORD. This will play back the recordings, starting with the newest one. Recordings can be handled just like other messages (see next item).

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Message retrieval

Message(s) waiting display

If you have at least one new message, the VOICEMAIL LED will blink and your display will show the number of new and old messages in your mailbox.

Retrieving voice mail messages from your ESI Feature Phone

1. Press VOICEMAIL.
2. Enter your password if required (you may change the requirement for a password in user programming menu 5).
3. Your ESI phone system will start playback of messages, beginning with the oldest new message and continuing until all messages are played. The display will show the origination of the message, the countdown duration of the message, whether it is new or old and the time/date of when the message was left.
    
   
4. At the end of each message, your ESI phone system prompts you for instructions (see the chart, “Keys’ functions during voice mail message retrieval”). Once you’ve learned these prompts, you can proceed more rapidly by pressing one of the appropriate keys any time during a message or during a prompt.

   Notes:

   If, while picking up messages, you receive a call-waiting tone, hang up. When your phone rings, lift the handset and you will be connected to the waiting call. Alternatively, you may simply press RELEASE when you hear the call-waiting tone; this automatically connects you to the waiting call without your having to first hang up, then pick back up, the handset.   If you hang up during playback of a message, the system saves that message and all others not deleted.

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Exiting voice mail message playback

To finish playback of messages, simply hang up your phone (please see the second Note below step 4, above).

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Keys’ functions during voice mail message retrieval from an ESI Feature Phone

Key	Function name	Description
1	Pause	Pauses for one minute or until you press 1 again.
2	Time and date/number toggle	Toggles the bottom line of the display between the message’s time/date and the caller’s number.†
3	Reply	Replies to the originator of a message (possible only if message came from another user in the system). Record your reply at the tone and then press 1 to stop, after which the system returns you to your mailbox and the message to which you were replying.
4	Back up (rewind)	When pressed during message playback, rewinds four seconds for each key-press. If pressed after the playback has finished, returns to beginning of message.
5†	Fast forward	Advances playback four seconds for each key-press.
6	Move	Moves a copy of the message to another user’s mailbox. You may move the copy with or without an introduction. After the move, the system returns you to your mailbox and the original message.
7	Delete	Deletes the message from the mailbox (see “Message Recycle Bin”).
9	Save	Saves the message (it will play as an old message the next time you retrieve messages).
9 9	Save as new	Skips over a new message and leaves it as a new message (i.e., it will be played as a new message the next time you pick up messages). You must press the 9 key twice within two seconds.
REDIAL†	Auto-callback	Exits your mailbox (without erasing the message) and automatically dials the number.††
ESI-DEX††	Store	If Caller ID is present, saves to your Personal Dex for later use.
#	Leave a message	Lets you record a message in another mailbox. At the prompt, enter the desired mailbox number.
	Check other box	Checks messages in another mailbox (may require a password, depending on the mailbox’s setting).

†	These functions aren’t available from an analog phone or off-premises location.
††	A local call may not be dialed correctly depending on the limitations of the local dialing plan. You may need to dial some of these calls manually.

Retrieving voice mail messages using another user’s ESI Feature Phone

1. Press VOICEMAIL and then .
2. Dial your extension number.
3. Follow the procedures described in “Retrieving voice mail messages from your ESI Feature Phone.”

Virtual Mailbox Key™

If you frequently pick up your messages from another user’s Digital Feature Phone or have others help pick up your messages, you may want to program a programmable feature key on that phone as a Virtual Mailbox Key for your mailbox. When you have new messages, the key will blink, press it to automatically connect to your mailbox. This feature does not affect your ability to pick up messages from your own phone.

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Retrieving messages from an off-premises location

You can pick up messages when away from the office or from an analog station. Since the display is not available to you, message handling will operate slightly differently.

To retrieve your message from a remote location:

1. If the auto attendant’s main greeting answers your call, press and enter your mailbox number. If the operator or another user answers your call, have the person transfer you (he/she can do so by pressing VOICEMAIL  and then your station key [or entering your mailbox number] and hanging up).
2. If required, enter your password.
3. Your ESI phone system will announce the number of new and old messages, and will start playback of messages starting with the oldest new message and continue until all messages and recordings have played or you press to disconnect.

Additional information

Additional functions available during off-premises voice mail message retrieval

Key	Function	Description
2	Hear time/date	Pauses the message, plays the time/date when the message was left and resumes.
5	Access user programming	Access certain user-programmable features. Note: Fast-forward is not available from a remote location.
8	Main greeting	Goes to the main greeting.
0	Operator	Transfers you to the operator.
#	To other mailbox	To leave a message in another user’s mailbox.
	Disconnect	Disconnects you from the system. Always press before hanging up (if you press it during message playback, the system will save the playing message and any other currently unsaved messages in your mailbox).

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Off-premises message delivery

(Not on IVX 20 Plus.) Your ESI phone system can be programmed to deliver messages to an off-premises phone and/or to page you when your voice mailbox receives a message. You can set the phone number (cell phone, home number, another extension, etc.), a delay time (the period that the system is to wait before attempting to deliver the message) and the pager number. You can further set the system to deliver only messages marked as urgent.

The Administrator can also set for your station the following:

• Number to be called or paged
• Delay period
• Number of attempts
• Interval between attempts (in increments of 30 minutes)
• “Quiet period” which suspends message delivery for late night, etc.

If you have programmed both an off-premise delivery number and a pager number, the system will prompt you to choose one of the following delivery options:

• Phone-only
• Pager-only
• Phone, then pager — Attempts phone delivery until the maximum number of attempts has been tried, then follows paging programming.
• Phone and page at the same time
• No off-premises delivery

Message delivery to a phone

Whenever your mailbox receives a new/urgent message, the system will call the number that you have programmed and play the prompt: “You have messages. Please enter your password.” The prompt will repeat three times before the system assumes that no one has answered (i.e., because it has “heard” no password) and disconnects.

Upon answering, enter your password (if you have set your password options for no password, you must enter 0 as your password). You will then be connected to your mailbox and can proceed with normal remote operation.

Message notification to an external pager

You can program pager notification to operate either as the sole notification method or in conjunction with phone delivery.

You can have the system call and activate your external pager whenever the first new/urgent message is left in your mailbox and repeat the page (at the interval programmed by the Administrator) until all new messages have been retrieved.

†	I.e., if pager notification was enabled as described.

Urgent messages

(Not on IVX 20 Plus.) You can have all new messages delivered or choose to have only urgent messages delivered. If you have enabled the urgent message feature as part of user programming (PROG/HELP 6 4), you must include, in your personal greeting, instructions for the caller to press 2 to mark the message as urgent. If you have new, urgent messages, your VOICEMAIL key’s LED will "flutter” (blink rapidly) and, when you retrieve your messages, the system will play urgent messages ahead of other new messages.

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Message Recycle Bin (un-delete)

Your ESI phone system stores your 10 most recently deleted messages in a Message Recycle Bin to allow you to recover, or “un-delete,” messages that may have been deleted in error.

You access the Message Recycle Bin through user programming (PROG/HELP 9). Press 9 to advance through deleted messages. Press 8 to restore a message to your mailbox as an old message.

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Product specifications subject to change without notice.
Copyright © 2005 ESI (Estech Systems, Inc.).