LAKE Communications

Optional Voicemail / Messaging Module Services

The system may be fitted with an optional voicemail & messaging module, which provides a wide range of additional powerful features to the system including; individual, system, group and phantom voicemail boxes. The module may also be used to provide powerful courtesy service and auto attendant functionality.

The voicemail module is provided with a standard range of system messages and prompts, which the user may retain or they may choose to record their own preferred greetings and messages.

Voicemail – SMS Messaging Service

The LAKE OfficeLink is equipped with a SMS messaging capability. The application and storage for SMS messages is run from the voicemail / messaging module and the application can be used with both 4 & 8 port versions of this module.

Messages may be generated, sent, reviewed and stored from the system phone interface, and messages are stored in the voicemail / messaging module until deleted. Each system phone has access to the SMS service, subject to sufficient accounts being available with the service provider.

Analogue CLI phones with SMS capability may also be used with the system, in this case messages are generated, sent, reviewed and stored in the individual phone.

Voicemail – System

The system Voicemail box operates in a similar fashion to a traditional answering machine. This is typically used to answer out of hour’s callers to the main company number.

Voicemail – Extension

Each extension may be allocated a voicemail box for individual use. In this case the user has complete control over the voicemail box and may record their own specific greeting.

Voicemail – Group

Each internal group may be allocated a voicemail box for group use. In this case the group has complete control over the voicemail box and may record their own specific greeting.

Voicemail – Phantom Mailboxes

Up to 10 voicemail boxes may be created as phantom mailboxes. These mailboxes are not associated with any specific group or extension and may be used to provide additional company services. Typical uses include allocating the mailbox to a specific incoming number, which may be used as an information line. Other uses include allocating multiple mailboxes to specific users so that they may have different outgoing messages for multiple incoming call types – for example a secretary who handles calls for more than one manager.

Voicemail – Information only Mailboxes

Any of the phantom mailboxes may be configured as “Information Only” that is they can be used to play a greeting or message to the caller but do not allow the caller to leave a recording – for example – for giving customer directions

Alternate Mail Box Greeting

The user may create a main greeting and an alternate greeting. The alternate greeting may be applied for temporary periods as required by the user.

Auto Attendant

The auto-attendant feature allows callers to ring directly through to an extension provided that they know the extension number of the person they wish to contact. A voice module must be installed for this feature to operate.

The auto attendant may route calls to individual extensions or groups. The feature is provided with default messages, which may be changed by the user if required.

In addition to allowing callers to dial through to individual extension, the auto attendant feature may be used to reduce load on operators by directing callers into specific groups for example – the prompts may be changed to “Dial 1 for Sales, Dial 2 for Service, Dial 3 for Reservations……Please hold if you wish to speak to the operator”

Separate timers may be programmed for day and night operation of the Auto Attendant service on the system.

Courtesy Service

This service is available, with a standard greeting, on all systems. If the system is equipped with a voice module, you can customise the greeting.

When the courtesy service feature is activated on an exchange line, callers to the system are answered automatically with a greeting after a programmable period.

This service can be used where there can be delays in answering calls, and you want to ensure that callers do not hang up before someone answers their call.

Courtesy Service [Temporary Message]

It is possible to access the courtesy service from a remote location to record and apply a temporary greeting which will over-ride the standard greeting until it is deleted/modified.

Call Recording

This facility allows individual extension to record active calls. Extensions granted this facility simply select “Record Call” from the menu during a call, and the call is stored as a voicemail message in their individual voicemail box. NOTE: messages are deleted from the VM store at programmed intervals.

Dial by Name

The dial by name facility offers incoming callers the opportunity to dial the name of the party they wish to reach. This reduces operator calls and provides a highly professional view to external callers. Each user of the system may record their own name into the voicemail and users may dial the name via a telephone keypad to access the individual, for example:

“Thank you for calling, please dial the name of the party that you wish to speak to using the keys on your telephone, to dial “Andra” dial 26372”

“Thank you” – “Giancarlo Andra” – “if this is correct please dial 1 to be connected"

Transfer to a users Voicemail

An incoming call may be transferred manually to a voicemail box, for example if the user does not wish to answer a specific call. An operator may also transfer incoming calls manually to the users voicemail box if their extension is busy.

Message Forwarding

The user may forward messages left in any voicemail box to any other voicemail box

Message Creation & Forwarding

The user may compose a message in the voicemail and forward it to another extension or multiple extensions on the system.

Message Waiting Indication

When a voicemail message has been left in a voicemail box, the users extension will have the message-waiting Indicator LED activated. This facility is supported on Feature Phones and approved standard telephones, which support the facility. Feature Phones will also display a prompt indicating the number of messages stored.

• Broken dial tone is also supplied to the connected extension.
• Messages in the system voice box will activate the feature at the operator position.
• Messages in the group voice boxes will activate the feature at all group extensions.

Returning calls from Voicemail

Where the incoming parties’ number has been retained by the system, the user may return the call when listening to the message. The user selects the return call option and the system automatically dials the caller who left the message. Option works with both internal and external Calls but is not provided when accessing the voicemail remotely.

Remote Message Retrieval

The messages in any voicemail box may be retrieved remotely from any touch tone telephone by dialling into the system, accessing voicemail and entering the relevant PIN number.

Voicemail Passwords

All voicemail boxes may be allocated PIN numbers to ensure privacy and to prevent accidental or unauthorised access to the voicemail greetings or messages.

Voicemail Monitor

This facility is available on Feature Phones only and allows the user to listen into the calls which have been routed to a voicemail box, while the message is being left they may chose to answer the call at any time. Once answered the voicemail module will cease the recording