RIT Messenger System User Manual

Table of Contents

RIT Messenger allows subscribers to electronically facilitate sending and receiving information beyond answering machines and will include applications that can be built and accessible to the deaf. This system can improve the quality of communication among RIT users and the community by being accessible "anytime, anywhere".

The feature that makes the RIT Messenger System an improvement over an office answering machine is its ability to allow users to take action on messages immediately and to transact many facets of business without having to leave the system to redial another number or send multiple calls individually.

Your Mailbox.

  • Will guide you through a series of choices via voice or TTY prompts (menus based on your preference)
     
  • Is protected by a confidential password
     
  • Will signal when a message has arrived by illuminating the message light in your phone
     
  • Holds messages in two parts: the header (who the message is to or from and when it was sent) and the body (the text of the message)

Phone mail has.

  • Individual subscriber mailboxes
     
  • Bulletin Boards (callers receive information, but are not allowed to leave messages)
     
  • Automated Attendants (callers are invited to be re-directed by a menu of choices, i.e. Press 1, Press 2)

Help is available.

  • On our WEB Page at www.rit.edu/its
     
  • By calling Telecommunications Services at 5-5800
     
  • By calling our consultant at 5-5858
     

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Common Commands Listing

** PLEASE DESCRIBE THIS IMAGE **

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First Time Login

The following pages have step-by-step instructions to use the RIT Messenger System.

TO LOGIN TO RIT MESSENGER FOR THE FIRST TIME

Activity Procedure
CALL THE VOICE MAIL SYSTEM From your touchtone telephone, DIAL 5-7878
LOGIN Dial your extension, including the "5" prefix, followed by the # sign.

Dial your default password, which is XXXXXX followed by the # sign.

RECORD YOUR NAME

To replace the system greeting for your mailbox. Callers hear your voice and feel more comfortable about leaving messages.

  • Press 5, then 5 again.
  • At the sound of the tone, record your first and last name.
  • Press 1 again to end recording your name.
  • Press # to approve.
CREATE A NEW PASSWORD

To ensure the security of your messages and the system, DO NOT use a password that uses:

  • ascending or descending digits
  • the same digits
  • digits corresponding to your name or initials
  • the current year, your extension number or the reverse of your extension
  • numbers that identify you, such as your social security number
  • a programmable function key or speed dial key.
When prompted, DIAL your new password (Passwords must be a minimum of 6 digits, followed by the # sign.)

When prompted, re-enter your new password, followed by the # sign.

CREATE A BASIC GREETING Press 3 to administer greeting.
Press 1 to record a greeting.
Press 1 to indicate greeting 1.
Speak or type your greeting at the tone.
Press 1 to stop recording.
To review the recording press 2 3 To delete and re-record, press *D
Press the # sign to approve the recording.
Press 1 to activate this new greeting for all calls.

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Retrieving and Responding to Messages

LISTENING TO A MESSAGE Press 2 from the ACTIVITY MENU. Listen or play the header of the first message; the header tells you the originator, type of message, creation time, delivery time and length. Press any combination of the following:

0 to listen to the message

2 rewind to the previous message

23 to rewind and replay the header.

ACTING ON A MESSAGE

After you have listened to a header or message, you can choose from several options.

Press any of the following:

*D Delete the message

**U Undelete the message

# Save and skip to next message

**H Hold message in current category and skip to the next message

*# Skip to the next message category

RESPONDING TO A MESSAGE

You can respond to a message during or after listening to the header or message.

Press 1, then one of the following:

0 Call sender

1 Reply to sender by voice or TTY mail

2 Forward message with comment at the beginning

3 Forward message with comment at the end

4 Record and address a new message.

TRANSFERRING CALLS DIRECTLY TO RIT MESSENGER Transfer to 5-8500.

Input the 5 digit number of the person's mailbox you want to transfer the caller to; press # sign.

Press transfer again (if a multiline set) or hangup (if on a single line set.)

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Recording and Sendings Messages from Mailboxes

RECORDING

1 to continue recording

23 to rewind and play back

*D to delete (and begin again)

ADDRESSING

 

Enter recipient's address and press # sign.

Repeat for additional recipients

For a list of recipients:

Press *L to access list

Enter list owner's address and press #

Enter list ID and press #

Repeat for additional lists.

Press # to approve the addresses.

DELIVERING

Press 0 for a list of options

Press 1 to make your message private (messages cannot be forwarded)

Press 2 to make your message priority (messages are presented to recipients before other messages)

Press 3 to schedule delivery (see below)

Press 4 to file copy.

Then press # to approve delivery.

To schedule delivery (use the system as a reminder by scheduling messages to yourself and others):

Enter delivery time (405 =4:05)

Enter A (a.m.) or P (p.m.) and press #.

Enter delivery month and day (502 = May 2)

Press # to approve delivery.

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Creating Personal Greetings

The multiple personal greeting feature is a powerful tool that allows subscribers to instruct the system to play a specific greeting to different types of callers. To do this, you must first define the different types of calls you want the system to distinguish among. You can then record the different greetings and activate them.

 

First decide which of the following distinctions you want the system to make when answering calls:

No Distinctions, A single greeting for all calls (this is the default option).

Internal Calls, These are calls that originate inside RIT.

Busy Calls, These are calls that arrive when you are on the telephone.

No Answer Calls, These differ from Busy calls, in that subscribers are away from their telephones and do not answer.

Out-of-Hours Calls,These calls arrive after standard business hours. In most cases, for RIT, the regularly scheduled work hours are from 8:30 am to 4:30 pm Monday through Friday.


DEFINING CALL TYPES

(The First Time)

First Decide which of the following distinctions you want the system to make when answering your calls.

NOTE: If you want to distinguish between call types, it is important that you do this set of tasks first.

Login to your mailbox.

Press 3 4 from the Activity Menu.

Press ONE of the following:

1 Differentiate internal/external calls

2 Differentiate busy/no answer calls.

NOTE: These call types are mutually exclusive. It is not possible to set the system to respond to both sets of situations.

Press ONE of the following:

3 Differentiate out-of-hours calls.

4 Make no distinction between prime time and out of-hours calls.

NOTE: To set up different greetings strictly for prime time and out-of-hours calls, it is necessary initially to specify internal/external or busy /no answer call types AND the out-og-hours call type. When the out-of-hours call type is specified, the other call types (busy/no answer or internal/external) automatically apply only to prime time calls.

Press # to return to the Activity Menu.

RECORDING YOUR BASIC GREETINGS

Login to your mailbox.

Press 3 from the Activity menu.

Press 1 to record a basic greeting.

Speak or type a greeting at the tone or signal.

Press 1 to stop or pause.

To edit, press one of the following:

To continue recording Press 23 to rewind and play back

Press *D to delete (and begin again).

Press # to approve.

Follow the prompts to activate the greeting.


ACTIVE GREETINGS.

This assigns call types to an active greeting.

NOTE: You may have three greetings activated at the same time: internal, external and out-of-hours greetings.

Login to your mailbox.

Press 3 from the Activity menu.

Listen or play the summary of active greetings.

Press 3 to activate a greeting.

Enter a number (0 - 9) to indicate which greeting you want to assign a call type.

Press any of the following:

0 Use the greeting for EACH call type.

1 Use the greeting for INTERNAL or BUSY calls.

2 Use the greeting for EXTERNAL or NO ANSWER calls.

3 Use the greeting for OUT-OF-HOURS calls.

Press # to approve.

Press *R to return to the Activity Menu.


CHANGING THE CALL TYPE DEFINITION. If you have already instructed the system to distinguish between specific call types, and you now want to change this set up.

Login to your mailbox.

Press 34 from the Activity Menu.

Press one of the following:

1 Differentiate internal/external calls.

2 Differentiate busy/no answer calls.

3 Differentiate out-of-hours calls.

4 Make no distinction between prime time and out-of-hours calls.

5 Use a single greeting for all calls.

Press # to approve.


ACTIVATING PREVIOUSLY RECORDED GREETINGS

Login to your mailbox.

Press 3 3 from the Activity Menu.

Enter the greeting number.

Follow the prompts to activate for all calls or for individual call types.

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Creating and Activating Dual Language Greetings

With the Dual Language Greeting capacity of the multilingual feature, the subscriber can record a personal voice greeting for one announcement and a TTY greeting for the other announcement set. (There are no multiple greetings available for dual language boxes.)

 

TO RECORD AND ACTIVATE A NEW PERSONAL GREETING

Login to your mailbox.

Press 3 to access the Personal Greeting Administration Menu

Press 1 to record a primary greeting

OR

Press 2 to record a secondary greeting.

Press 1 to record the greeting.

Record your greeting at the tone.

Press 1 to stop recording (this is an optional step).

To edit, press one of the following:

To continue recording, press 1

To delete the greeting, press 23

To playback the greeting, press 23

To approve the greeting, press #.

Once approved, the greeting becomes active. You are returned to the Personal Greeting Administration Menu.

Repeat to record alternate greeting.


TO LISTEN TO, CHANGE, OR DELETE A PERSONAL GREETING

Login to your mailbox.

Press 3 to access the Personal Greeting Administration Menu

Press 1 to record a primary greeting

OR

Press 2 to record a secondary greeting.

Do one of the following:

To play the greeting, press 0

To delete the greeting, press *D

To re-record the greeting, press 1 and go to the next step.

Record your greeting at the tone. Press 1 to stop recording (this is an optional step).

To edit, press one of the following:

To continue recording, press 1

To delete the greeting, press 23

To playback the greeting, press 23

To approve the greeting, press #.

NOTE: Regardless of what is recorded in the primary greeting, you must have [*1] prompt to get caller to secondary greeting. When recording primary greeting, it is important to prompt caller to [Press *1] to get to secondary greeting.

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Using Mailing Lists

CREATING A LIST

Consideration: You will be asked to create a mailing list ID. The LIST ID can be up to six letters or digits. For example, you might want to name the list STAFF.

You will also need to decide if you want the list to be private or public. A Private List can be accessed and used by the creator. A Public List can be accessed and used by other RIT Messenger System subscribers who know the list ID. Regardless of whether the list is public or private, only the creator of the list can modify or delete it.

Login to your mailbox.
Press 5 1 1 from the Activity Menu.
Enter a LIST ID (up to six letters or digits) and press the # sign.
Press one of the following:
1 To make the list PRIVATE.
2 To make the list PUBLIC.

Enter an address and press the # sign.
Repeat previous step until list is complete.

You can also include and existing list by entering *L.

Press # to approve.


REVIEWING AND MODIFYING A LIST.
Only the creator of the list can modify or delete the mailing list.

Login to your mailbox.
Press 513 from the Activity menu.
Enter the list owner's extension and press #.
(If you are the owner, press #)
Enter the List ID.
Press # to approve address.

Take one of the following actions:

TO ADD A NAME TO THIS LIST:
a. Press 1.
b. Press Y to change the status of your list from its Current status (public or private) or Press N to Leave the status unchanged.
c. Enter the new address.
d. Press #.
e. Repeat steps c. and d. to enter additional names.
f. Press # to tell the system that you're finished.

TO MOVE BACKWARDS TO PREVIOUS ENTRIES IN THIS LIST, Press 2.

TO REVIEW NAMES IN THE LIST:
a. Listen or type the name.
b. Press # to skip and retain the name on the list.
c. Repeat a. and b.

TO DELETE A NAME FROM THIS LIST:
a. Listen or type the name.
b. Press *D to delete the name. The system will skip to the next name on the list.

Take one of the following actions:
a. To continue reviewing this list after you've modified it, Press #.
b. To review this list from the beginning, Press *1.
c. To indicate that you are finished reviewing the list, Press *#


RECORD AND SEND A MESSAGE TO A DISTRIBUTION LIST

Login to your mailbox.
Press 1 from the Activity Menu.
Record or type your message.
Press # to approve the message.
Press *L to access a list.
Enter the owner's extension and press #.
If you are the owner, just Press #.

Enter the LIST ID.
Press # to approve address.
Press # to deliver message immediately.

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Sample Voice Mail Greetings

DAILY

  • Hello, you have reached the office of ____. I am interviewing today, Monday, May 2 and will not be able to get back to you until after 2 pm. If you require assistance in the meantime, please press "0". Thank you.
  • Hello This is____ of ________. Today is Friday, June 6th and I will be out of the office all day. Please leave a message and I will return your call tomorrow. If you need immediate assistance, please call XXXX, or page me on my digital pager at XXXX. Thank you.

ONGOING

  • Hello This is _____ of _____. I am in the office today, but currently unavailable to take your call. Please leave a message and I will return your call as soon as possible. If you need immediate assistance, please call ____, or page me on my digital pager at XXXX. Thank you.
  • Hello This is _____ of _______. I am in the office today, but will be in meetings most of the day. I will be checking my voice mail between meetings. Please leave a message and I will return your call as soon as possible. If you need immediate assistance, please call ____, or page me on my digital pager at XXXX. Thank you.

EXTENDED ABSENCE/CLOSEDOWN

  • Thank you for calling. You have reached the office of ____. RIT is officially closed over the Christmas-New Year period. I will be back in my office at 8 am, Monday, January __, 20__. Will you please call back then? Thank you and have a happy holiday season.
  • Hello. You have reached the office of ___. I'm sorry I'm unable to answer your telephone call. I'm on leave from ____ until ____ and will not be checking my voice mailbox. If you require assistance in my absence, please contact ____ on ___. Thank you.

Points to consider when recording messages

  • Company Holidays
  • School Holidays
  • Quarter Breaks
  • Training Seminars
  • Weekends

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Tips and Highlights

General

Login Quickly - From your phone, dial in the system number, press # only (you don't need to type your extension), and enter your password.

Login After Leaving a Message - After you get the greeting for another user's voice mailbox. You can press *R to log into your voice mailbox. Press *R immediately or leave a message and then press *R. this tip is extra useful for long distance or pay calls because you can leave and get messages with one phone call.

Dial Ahead - If you know what buttons to push, push them without waiting for the system to respond. NOTE: You can't bypass error beeps and important system messages. Also, TTY users cannot dial ahead.

Delete Outgoing/Filed Messages - Delete messages filed in the Outgoing Message file. Filed messages can unnecessarily use system storage.

Getting Messages

Use Playback Controls - When listening to messages, you have controls for loudness, speed, stepping back and forth, pausing and repeating messages.

Delete Old Messages - Your mailbox has limited space. When it's getting full, the system tells you. Delete messages or greetings you don't need.

Forward Messages - You can forward a message to another user or a list of users immediately after listening to it. After you forward it, you return to the original place in your mailbox. To forward a mail list, press *L or *5 to specify the list's address (REFER to the Respond to Messages and Record and Send Messages in this Guide.)

Leaving Messages When No One Answers Use Directory Assistance - If you don't know the extension of another user, find it with your voice messaging system. Login, press **N or **6 and enter the person's name - last name first. The system tells you the extension.

Transfer to an extension - Before or after leaving a message for another user, you can transfer to another extension. To do this, press *T or *8. Then enter the extension and #. NOTE: You can only transfer to other system subscribers.

Make Messages Private - To prevent another user from forwarding a message you leave, make it private.

Terms and Concepts

Outgoing Messages - Out going messages can be DELIVERED (messages that have been sent but not yet read by the recipient), ACCESSED (messages that have been delivered and listened to by the recipient), and FILED (copies of outgoing messages that you saved to re-send and/or modify).

Outgoing messages can also be considered UNDELIVERED (messages that you have not yet sent because you scheduled them for future delivery. These can be re- addressed and re-recorded at any time before delivery), NONDELIVERABLE (messages that could not be delivered because the intended recipient's mailbox is full. These can be re-addressed and re-recorded for future delivery).

Incoming Messages - Incoming message can be NEW (messages you have not yet retrieved), UNOPENED (messages of which you have listened to the headers only, not the complete messages), and OLD (messages you have listened to, but not deleted).

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Instructions to Access Voice/TTY Mail Box

Login

  1. Dial 57878 on campus or 475-7878 off campus.
  2. Enter your 5-digit extensions, then the # key.
  3. Dial your default password followed by the # key.

Record Your Name

  1. Press 5, then 5 again.
  2. At the sound of the tone, record your first and last name.
  3. Press 1 again to end recording your name.
  4. Press # key to approve.

Change Your Password

  1. Press 5, then 4.
  2. Enter new six-digit password and then press the # key.
  3. When prompted, re-enter your password, followed by the # key.

Create or Change Your Personal Greeting

  1. Press 3 to administer your greeting.
  2. Press 1 to create your greeting.
  3. Press 1 to indicate Greeting 1.
  4. Record your greeting at the tone.
  5. PRESS 1 TO STOP RECORDING.
  6. Press # to approve your greeting.
  7. Press 1 to activate the new greeting.

To Transfer a Caller to a Voice/TTY Mailbox

(Or To Transfer a Caller DIRECTLY to a Voice/TTY Mailbox)

  1. Press the transfer key.
  2. Dial 5-8726 or 5-8500.
  3. Listen to prompt, then dial the extension number.
  4. Press #.
  5. Press the transfer key.

 

Navigation

* requires an RIT Computer Account

Getting Assistance

For problems with telecommunications or network performance, connections or other related issues/questions should be directed to the ITS Service Desk 5-5800 and 5-2810 (TTY)