1.19 Voice Mail Features

1.19.1 Voice Mail APT Integration

Description

A Panasonic Voice Processing System (VPS) that supports APT Integration can provide many features and conveniences that are unachievable using traditional voice mail systems that rely on Inband (DTMF) Integration. Many of these features are explained below. For more information, refer to the Installation Manual supplied with the Panasonic VPS.

1.	Automatic Configuration—Quick Setup (or DIP switch initialisation without a PC) The PBX shares information with the VPS during setup that allows the VPS to automatically create the appropriate mailboxes for all extension numbers. The following settings to enable APT Integration must be programmed through system programming to match the settings of the VPS. When 2 VPSs are connected to the PBX, note that each extension can have only one mailbox, but when the VPSs have executed Automatic Configuration, an extension has a mailbox in both VPSs. Therefore, an extension user must delete a mailbox in either VPS so that there are no duplicates.
	This example uses a Panasonic KX-TVP50 series VPS, which can be connected with 4-conductor wire to 4 extension jacks of the PBX. [Programming Example: Voice Mail Table] APT Integration VM 1 APT Port*1 VM 2 APT Port*2 Enable Port 7 & 8 Port 15 & 16 *1 VM 1 APT Port [130] *2 VM 2 APT Port [131] In this example: When "Port 7 & 8" is selected for VPS1, extension jacks 07 and 08 are placed in extension group 7 automatically. Likewise, when "Port 15 & 16" is selected for VPS2, extension jacks 15 and 16 are placed in extension group 8 automatically. Each extension group can be connected to only one VPS. Also the idle extension hunting type is set as Circular Hunting, and the Voice Mail (VM) Hunting Chain and Automated Attendant (AA) Hunting Chain are automatically enabled in each of these 2 extension groups. Note When "Disable" is selected, the other settings above are reset to their default values.
2.	AA Service Allows the VPS to answer calls and direct callers to dial a number in order to connect themselves to the desired party (e.g., "Enter the extension number of the desired party."). It is possible to access VM service from AA service to, for example, record messages.
3.	VM Service Allows callers to leave voice messages for specific parties, such as an extension user. Extension users can then listen to the messages left in their mailboxes at their convenience.

AA Service

A VPS can be used for the AA service as well as the VM service. When a call is directed to a port of the VPS that is in AA service mode, the caller will hear an outgoing message (OGM). After or while listening to the OGM, the caller may dial an extension number as directed (e.g., "Enter the extension number of the desired party.").

1.	AA to Extension AA receives and answers outside (CO) line calls and offers services such as transferring to an extension or mailbox using DTMF signalling from the calling party.
2.	Extension Backup If the VPS is assigned to ring with other extensions, for example the operator, for the same outside (CO) line, the VPS can be used as a backup for the operator when the operator cannot answer an incoming outside (CO) line call. In order to use this feature, Delayed Ringing must be set for the VPS ( Delayed Ringing—Day/Night/Lunch [411-413]).
3.	Status Notification to the VPS When a call is redirected to the VPS, the PBX sends the status of the called extension to the VPS. This allows the VPS to appropriately handle the call, playing the appropriate OGM for the caller. For example, if the called extension is in Do Not Disturb (DND) mode, the OGM (e.g., "I am unable to answer your call right now, but I will get back to you shortly.") can be played.

VM Service

1.	Accessing a Mailbox The PBX sends special messages to the VPS to indicate which mailbox should be accessed (Follow-on ID).
2.	FWD to a Mailbox of the VPS An extension user can set his or her calls to be forwarded to the VPS ( 1.3.1.2 Call Forwarding (FWD)). When a call is received at the extension, the PBX sends the extension's mailbox number to the VPS, and the VPS answers the call with the appropriate OGM (e.g., "Hi, I'm out of the office today...").
3.	Intercept Routing to a Mailbox of the VPS Outside (CO) line calls via DISA ( 1.15.6 Direct Inward System Access (DISA)) can be programmed to be automatically redirected to an extension user's mailbox when the extension user does not or cannot answer them ( 1.1.1.2 Intercept Routing). The VPS can answer the call with an OGM (e.g., "I can't take your call now...") and callers can leave messages in the mailbox. In order to use this feature, a voice mail extension number must be assigned as the intercept destination for the original destination extension that received the call ( CO Line Mode—Day/Night/Lunch [414-416], Flexible Ringing—Day/Night/Lunch [408-410], Delayed Ringing—Day/Night/Lunch [411-413]), and "Intercept" must be selected through system programming ( DISA Intercept Mode [507]).
4.	Transferring to a Mailbox of the VPS Extension users can transfer calls to a mailbox, after which callers can leave a message for the desired party. While answering a call, the extension user simply presses the VM Transfer button and enters the extension number of the party the caller wishes to leave a message for. The VPS will answer the transferred call and record a message into the appropriate mailbox.
	VM Transfer Button In order to use this feature, the extension user must use a flexible CO/Direct Station Selection (DSS) button customised as a VM Transfer button. A voice mail extension number must be assigned to the button when creating it.
5.	Listening to Recorded Messages After the VPS records a message, it will light the appropriate lamp or button on the extension for which the message was intended, to indicate that there is a new message ( 1.17.1 Message Waiting). The proprietary telephone (PT) user can play the message back simply by pressing the MESSAGE button used for mailbox access; he or she does not need to enter a mailbox number. A single line telephone (SLT) user hears a special dial tone (dial tone 3) when going off-hook if there are any messages in his or her mailbox, and can play the message back by entering the Message Waiting Answer feature number.
6.	Live Call Screening (LCS) Similar to a conventional home answering machine, LCS allows a PT user to monitor his or her own mailbox as a caller is leaving a message and, if desired, answer the call simply by pressing the LCS button. PT users can choose one of 2 ways to perform LCS, through personal programming (Live Call Screening [LCS] Mode Set):
	Hands-free mode: The user can screen calls automatically through the built-in speaker. Private mode: The user will hear an alert tone when a message is being recorded in his or her mailbox. To screen calls, the user must press the MONITOR, SP-PHONE, or LCS button. LCS/LCS Cancel Button A flexible CO/DSS button can be customised as an LCS or LCS Cancel button.
7.	2-way Recording into the VPS PT users can record their own telephone conversations. These recordings can be stored in the PT user's own mailbox (2-way Record) or in another user's mailbox (2-way Transfer), depending on which button the user presses to begin recording.
	2-way Record/2-way Transfer Button A flexible CO/DSS button can be customised as a 2-way Record or 2-way Transfer button. Note You should inform the other party that the conversation will be recorded before beginning to record any telephone conversation.

Conditions

[General]
•	A VPS can be assigned as the destination for the following features:
	– FWD—All Calls – FWD—Busy/No Answer – DISA Intercept Routing—No Answer (IRNA)
	For these features, the caller does not need to know the mailbox number of the called extension because the code is automatically transmitted to the VPS. If a DISA call is forwarded to the VPS by the IRNA feature from a DISA ring group, the PBX will send the VPS the mailbox number of the extension within the DISA ring group that is connected to the lowest-numbered jack.

[Live Call Screening (LCS)]
•	To prevent the unauthorised screening of calls, a 3-digit password must be entered when activating LCS for an extension. If the user forgets his or her password, it can be cleared by the operator or manager (LCS Password Control).
•	If an extension user is screening a call and then goes off-hook to answer it, the VPS will either stop or continue recording the message, according to system programming ( LCS Recording Mode Set [620]).
•	If a call arrives while an extension user is having a conversation with another party and the extension has Call Waiting activated, the user will hear a call waiting tone. The user can put the existing call on hold before accessing LCS.

[2-way Recording into the VPS]
•	If all ports of the VPS are busy when a user tries to record a conversation:
	– The user hears an alarm tone when pressing the 2-way Record button. – The user hears an alarm tone after pressing the 2-way Transfer button followed by an extension number.

Feature Guide References

User Manual References

1.19.2 Voice Mail Inband (DTMF) Integration

Description

A Panasonic Voice Processing System (VPS) or similar product from another manufacturer can provide Automated Attendant (AA) and Voice Mail (VM) services when connected to the PBX. The VPS and PBX communicate with each other by sending DTMF (Dual Tone Multi-Frequency) signals. For more information, refer to the documentation provided with the VPS.

1.	AA Service Allows the VPS to answer calls and direct callers to dial a number in order to connect themselves to the desired party (e.g., "Enter the extension number of the desired party."). It is possible to access VM service from AA service to, for example, record messages.
2.	VM Service Allows callers to leave voice messages for specific parties, such as an extension user. Extension users can then listen to the messages left in their mailboxes at their convenience.

AA Service

A VPS can be used for the AA service as well as the VM service. When a call is directed to a port of the VPS that is in AA service mode, the caller will hear an outgoing message (OGM). After or while listening to the OGM, the caller may dial an extension number as directed (e.g., "Enter the extension number of the desired party."). If the VPS transfers a call via the AA service, the PBX will inform the VPS of the status of the called party using a DTMF status signal so that the VPS will know the status. This enables the VPS to quickly play an appropriate OGM to the caller (e.g., "I'm handling another call now...", "I'm away from my desk now...", etc.). The DTMF status signals sent by the PBX are explained below.

[DTMF Status Signals]

Status Condition DTMF Status Signal Ringback Tone The PBX is ringing the corresponding extension. 1 Busy Tone The called extension is busy. 2 Reorder Tone The dialled number is invalid. 3 DND Tone The called extension has set DND ( 1.3.1.3 Do Not Disturb (DND)). 4 Answer The called extension has answered the call. 5 Confirm The PBX confirms that a feature (such as Message Waiting) has been set or cancelled on the extension. 9 Disconnect The caller has hung up. #9 FWD to VM Ringback Tone The called extension has set FWD to VPS ( 1.3.1.2 Call Forwarding (FWD)) and the PBX is calling another port of the VPS. 6 FWD to VM Busy Tone The called extension has set FWD to VPS and all ports of the VPS are busy. 7 FWD to Extension Ringback Tone The PBX is calling an extension other than the one dialled, most likely because the called extension has set its calls to be forwarded to another extension or because it is a member of an idle extension hunting group ( 1.2.1 Idle Extension Hunting). 8

System Programming

The following settings to enable Inband (DTMF) Integration must be programmed through system programming to match the settings of the VPS. This example uses a Panasonic KX-TVP series VPS, which can be connected to up to 4 extension jacks of the PBX.

[Programming Example: Voice Mail Table]

DTMF Integration*1 Voice Mail Port*2 Numbering Plan*3 Jack 07 Jack 08 Jack 15 Jack 16 Enable Enable Enable Disable Disable Plan 1 or Plan 2

*1 DTMF Integration [103] *2 DTMF Integration Port [102] *3 Extension Number [009]

In this example: To enable the VM Hunting Chain and AA Hunting Chain, programme as follows:

1) Assign all Voice Mail extensions to one extension group in Extension Group [600]. 2) Assign "Enable" to the group in Hunting Group Set [100]. 3) Select the hunting type of the group in Hunting Type [101].

VM Service

1.

Accessing a Mailbox The PBX sends DTMF signals to the VPS to indicate which mailbox should be accessed (Follow-on ID).

2.

Listening to Recorded Messages After the VPS records a message, it will light the appropriate lamp or button on the extension for which the message was intended, to indicate that there is a new message ( 1.17.1 Message Waiting). The proprietary telephone (PT) user can play the message back simply by pressing the MESSAGE button used for mailbox access. When the button is pressed, the PBX calls the voice mail extension, then sends DTMF signals to the VPS to indicate the extension's mailbox number. A single line telephone (SLT) user hears a special dial tone (dial tone 3) when going off-hook if there are any messages in his or her mailbox, and can play the message back by entering the Message Waiting Answer feature number.

Conditions

•	A VPS can be assigned as the destination for the following features:
	– FWD—All Calls – FWD—Busy/No Answer – DISA Intercept Routing—No Answer (IRNA) ( 1.1.1.2 Intercept Routing, 1.15.6 Direct Inward System Access (DISA))
	For these features, the caller does not need to know the mailbox number of the called extension because the code is automatically transmitted to the VPS.
•	In order to achieve proper recording quality, Data Line Security should be turned on for the VPS ( 1.10.5 Data Line Security).
•	Each extension's mailbox number is the same as its extension number.
•	If "TA series" cannot be selected with the PBX type setup menu of the KX-TVP series VPS, select "KX-T1232". Follow the steps for the KX-T1232.

User Manual References