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Verbal (spoken) help

What it is
Every ESI system teaches you verbally how to use its features. Simply touching the PROG/HELP key prompts the system to respond with verbal instructions regarding operating and programming the telephone and voice mail. The user can select a complete tutorial session, receive instruction on how to use any available feature or select from a menu of programming options.

How it’s used
If a user needs to learn the purpose of a key, he or she simply presses PROG/HELP followed by the key in question, and the system then explains the purpose and uses of that key. For example: while on a call that needs to be conferenced, the user can enter the Help mode by pressing PROG/HELP followed by the CONF key. The caller will be put on hold, and the system will play instructions to the user for conference calling. To return to the caller, the user presses PROG/HELP again and can proceed with establishing the conference call.

What to look out for
Most systems lack verbal help and programming, relying instead on difficult-to-read and easily misplaced user’s guides, along with complex “feature codes” which must be dialed in order to activate a feature or to program keys. Features that are difficult to remember are seldom used. Often, the large number of feature codes makes it nearly impossible for you to take full advantage of your telephone system’s capabilities. But ESI’s unique Verbal User Guide™ takes an intelligent approach that makes it easy for you to use any feature on the system.

What to ask

• Is there a Help key?
• Is the phone programmed with the help of voice prompts?
• Is there a built-in tutorial?
• What is offered to assist users, other than a printed user’s guide?
• What happens if I lose my user’s guide?

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Esi-Dex^™

What it is
Esi-Dex makes it easy for a user to auto-dial numbers from his/her personal list, a list of all stations, and a list of system-wide speed-dial numbers.

How it’s used
Storing phone numbers for speed-dial purposes is a common telephone feature, but Esi-Dex goes far beyond the traditional speed-dial capability. With capacity for 8,000 total entries on each system, ESI builds in three different speed-dial lists:

1. Personal speed-dial — Numbers entered with the ESI-DEX key.
2. System speed-dial — Numbers to which all system users have access.
3. Station speed-dial — An automatically created list of all extensions.

The ESI method for entering and retrieving the name and number is unique. Whenever a Caller ID-generated name and number appears in the display (from either a live call or when a message is being played back), it can be added to the personal list by simply pressing the ESI-DEX key. Each user can also manually create his/her personal list by following the voice-prompted steps within Esi-Dex to enter name and number information.

What to look out for
Most phone systems provide only speed-dial access codes which are really shortcut numbers (such as 31 for 9-1-214-555-9000). You are forced to maintain a list to which users may refer to make a speed-dial call. Usually, shortcut numbers are also required for system-side speed-dial. Very few systems automatically display a list of station users, requiring a company directory be maintained and referenced before calling a unfamiliar extension.

What to ask

• Can a Caller ID name and number be added to a speed-dial list by touching one button?
• Can a Caller ID name and number associated with messages be added to a speed-dial list by touching one button?
• Can personal, station and system numbers be accessed by name?
• Can saved numbers be displayed and dialed by spelling the name on the dialpad?

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Remote IP Feature Phone^™

What it is
ESI’s Remote IP Feature Phone uses VoIP (voice over Internet protocol) technology to allow a phone set (extension) to be located at a remote site, yet function exactly like the phone system’s in-office extensions. The latest version can be “hosted” by ESI's IP E-Class or IVX E-Class (the latter if optionally equipped for remote networking).

How it’s used
The perfect solution for remote teleworkers, off-site departmental agents, executives’ home offices, temporary field offices, etc. With the identical appearance and functionality of ESI's in-office Digital and IP Feature Phones, the Remote IP Feature Phone needs only a suitable broadband connection between the remote site and the system. Because calls are connected over data lines (IP), there typically are no long distance charges incurred to connect between the office system and the remote location.

What to look out for
A system with the ability to add one or more remote phones at other locations, requiring only a suitable broadband connection.

What to ask

• Does the system support remote IP phones?
• Does the remote phone function exactly like in-office extensions?
• Will all system features, such as ACD and auto attendant, work with the remote phones?
• Does call quality rival traditional "wired" phone connections?

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Voice mail channels

What they are
A voice mail channel is typically a physical hardware interface by which the telephone system transfers a caller to voice mail functions. Each “talk-path” handles one caller at a time. Add-on voice mail systems are typically sold with “ports,” and the price increases significantly as the number of ports increase. Often, to keep the price low, systems are installed with too few ports, resulting in conflicts between the different systems. Further, this add-on approach typically consumes available phone system ports, reducing the system’s overall capacity. Because they are integrated into one system, ESI’s voice mail channels don’t consume other communications ports, diminish capacity or affect service to callers.

How they’re used
Commonly, a voice mail system is a stand-alone device that operates independently of the telephone system, and is interfaced to the telephone system to give the appearance of one system handling both call processing and voice mail functionality.
      However, ESI integrates all its channels into a single cabinet running on one operating system. Some systems attempt to disguise interfacing by placing the hardware board for the automated attendant and voice mail system into the same cabinet with the call-processing system. These separate components still perform largely as independent systems, even though they are interfaced by design proximity. “Card-style” voice mail systems interface directly to the backplane (motherboard), but this method also reduces the telephone system capacity: the voice mail card or module resides in a slot normally used for a CO line or extension cards/modules, and a voice mail card can displace as much capacity as eight CO lines and/or 16 telephone stations from the system, depending on the card!
      Each ESI phone system with voice mail* comes standard with as many as 16 channels of voice mail. This is possible because the voice mail is built-in, with no supplementary hardware to increase cost. Having this extremely high number of talk-paths to voice mail is important because features such as call recording and off-premises transfer use voice mail channels.

What to look out for
Voice mail requirements usually increase as time passes, and upgrading a system can be a very expensive proposition. Also, each voice mail channel typically takes a dedicated port from the host phone system, thus reducing its total capacity.

What to ask

• Is the voice mail an integral part of the telephone system?
• How many ports are equipped when installed, and how much does it cost to add ports later?
• What is the maximum number of ports supported by the voice mail system?
• Do the voice mail talk paths take away station ports?
• What is the new telephone system’s lines-and-stations capacity after installing voice mail?
• How do I know the system has sufficient voice mail capacity for my needs?

And, just so you can even better understand an ESI system’s value:

• What would it cost me — including any additional hardware and other associated costs — to install a stand-alone voice mail system of equal capacity to the ESI system?
• What is the cost to expand the system by two and four channels?

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Enhanced Caller ID

What it is
Enhanced Caller ID “attaches” the caller’s information (name and/or number as supplied) to calls and messages to allow easier return calls and for adding to Esi-Dex speed dial lists.

How it’s used
Many phone systems can display the name or number of the caller when the call first rings, but that information is often "lost" when the call is transferred to another extension or is routed to a voice mail box. ESI's patented integrated design retains the supplied Caller ID information no matter how the call may be rerouted, and even when a voice mail is recorded. This permits easy one-touch call back from voice mails; plus, you can easily add the information to your Esi-Dex speed dial list.

What to look out for
A truly integrated call-processing and voice mail system, with the retention of Caller ID information regardless of how the call may be rerouted.

What to ask

• Is Caller ID information attached to all calls when rerouted and forwarded?
• Can I add the caller information to my speed-dial list in one simple step?

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911 alert

What it is
911 Alert is the ability for a user that dials 911 to notify a designated receptionist that a 911 emergency call was made and by whom. (The receptionist sees on the display the alert and the extension that originated the call). If all lines are busy when the user dials 911, the first CO line is dropped and the call goes out instantly and without interruption.
       There is no way to restrict a user from making a 911 call from any ESI system.

How it’s used
Companies use this feature in case of emergency, so the receptionist can direct the emergency response crew to the appropriate location. Schools that put ESI phones in every classroom can quickly be notified at the front office which classroom placed the emergency call.

What to look out for
Most systems don't have the ability to do 911 Alert. Can you automatically notify a centralized in-house employee when an emergency occurs? What if you have extensions in other buildings? Can you direct emergency personnel to the source of the call? Some systems have to install costly peripheral devices to make this feature work.

What to ask

• Does the system have 911 Alert?
• What happens if all lines are busy?
• Does the system notify a designated person that a 911 call was made?

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Music/message-on-hold

What it is
With music/message-on-hold, callers placed on hold will hear music and/or announcements (messages-on-hold, or MOH). The typical music-on-hold source is a radio or an optional peripheral device, separate from the telephone and voice mail system; MOH is designed to enhance the callers’ perception of the company, and promote goods or services.

How it’s used
Most telephone systems have a music-on-hold port that allows connection to a radio or external CD or tape player. Custom message-on-hold tapes provided by a specialty company can be very expensive to produce and become quickly dated. But an ESI phone system integrates music/message-on-hold into its operating system, and needs no separate device. For superior clarity, ESI’s music-on-hold source uses 64 kilobit-per-second sampling for record and playback.
      Each ESI system provides:

• Three pre-recorded MOH recordings, ready to use.
• A traditional music-on-hold port for connecting to external devices.
• An ESI-exclusive feature — those on hold can dial 0 or an extension.

In addition, IP E-Class and IVX E-Class each also provides the ability to load and store up to five custom MOH recordings (IVX S-Class and IVX S-Class each allows the loading of one custom recording). Alternating the MOH recordings regularly keeps the on-hold experience “fresh” for frequent callers. IP E-Class and IVX E-Class each stores up to eight recordings on the hard drive, and switching recordings takes only seconds.
      Another feature unique to ESI eliminates the “perpetual-hold syndrome” by allowing the caller to dial the operator, or another extension, while on hold.

What to look out for
Most phone systems provide only a music-on-hold port, requiring cumbersome connection to an external source. Also, if a caller on hold can wait no longer, he or she must hang up and call again to reach a receptionist — or, worse, he or she may not call back at all.

What to ask

• Is the MOH built into my telephone system?
• What is the added cost?
• Can multiple MOH versions be stored and changed by following simple, voice-prompted instructions?
• Is the MOH recorded and played back at 64 kilobits per second for maximum clarity?
• Can callers dial an extension or 0 for the operator while listening to MOH?

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Automatic call distribution (ACD)

What it is
ACD is the most efficient means of allotting calls to a group. This feature discerns which agents are logged into (i.e., available to take calls for) a department and will distribute calls to the longest-idle of those available agents. If all agents are busy, it will hold the call until an agent becomes available, to assure that the calls are answered in priority order.

How it’s used
For example, let’s say a company wants its inside sales personnel to get all calls directed to sales. The sales personnel are programmed into an ACD group wherein a caller selecting “Sales Department” from the main greeting will be directed to that group. The call will be sent to the sales agent who has been idle the longest. Agents can also log in or out of the ACD group as needed, and the system will direct calls only to the active agents.
     If all agents are busy, calls for sales will be held in queue until an agent becomes available. When first put on hold, the caller will hear a recorded prompt such as: “All inside sales representatives are helping other callers; please hold for the next available sales representative.” Periodically, a second recording will instruct those still holding: “Please continue to hold; we will be with you shortly.”

What to look out for
Many systems substitute much less flexible features such as uniform call distribution (UCD; or “hunt groups”) that simply rotate calls through a list of extensions. Systems that don't know the status of the agents, must try all stations — even those that are busy or unattended. Further, if an agent doesn't answer a presented call, the system should automatically log the agent out of the active group. When the last agent logs off, the system should give that agent a verbal warning that his/her logging off will prevent any calls to the group from being answered.

What to ask

• Is your call distribution truly ACD?
• Am I paying extra for ACD?
• Does the telephone’s display indicate the number of callers in the queue, and the longest holding caller?
• Can an agent log in/out with a single key-press?
• Are there statistics available to monitor progress?
• Can the supervisor “service-observe” calls?
• Does the group manager have a way to tell the current status of the group — those that are busy, available, or logged out, etc.?
• Can other users set a key on their phone to allow easy transfer of a caller to the ACD group?
• Is Caller ID information presented to the agent’s display?
• Is Caller ID information presented to the agent's display?
• Is automatic logout a standard feature?
• What happens when the last agent in a group logs off?

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Automated attendant

What it is
Callers are answered with a crystal-clear greeting and prompted to enter the extension they wish to reach or select from options presented, such as reaching a member of the customer service department. Dialing 0 (zero) will connect the caller to the attendant(s) (operator) on duty. Callers can also be offered a directory of names (selected by your choice of first name or last name, and as an alpha or all-directory listing). ESI’s auto attendant can be easily programmed to transfer calls (based on the callers’ selections) to various extensions, groups, departments, or mailboxes, as desired. Options even include paging, off-premises transfer, and more.

How it’s used
Nearly every company is using an automated attendant to some degree:

• Some companies have handed over all call-processing responsibilities to an automated attendant.
• Others limit the benefit to only answering callers during non-business hours, or line-specific telephone traffic.
• Still other companies find added benefit from using an automated attendant to assist the operator/receptionist only during peak traffic hours. The main objective for every company should be to answer callers and get them to the correct destination quickly, without error.

What to look out for
ESI’s easy-to-program, yet sophisticated auto attendant makes access to the desired person or department easier and faster for callers, and will be appreciated by callers and users alike. The automated attendant is likely to be the first impression given to customers about your company. ESI systems sample audio at 64 Kbps for recording and playback, the highest quality of any telephone system available, and provide superior sound clarity. The main greeting(s) of the system can be remotely activated and recorded; this is especially helpful during inclement weather.
      The automated attendant’s ease-of-use, despite its sophisticated features, is an important advantage, allowing businesses to tailor the routing of incoming calls in virtually any pattern to meet their unique needs. This is characteristic of all ESI systems: sophisticated, business-oriented features that are also intuitive and easy to use.

What to ask

• Does the automated attendant offer virtually unlimited call routing options, while still being extremely easy to program?
• Can I activate and record all the greeting(s) from a remote location?
• Is the voice-sampling rate 64 Kbps, the best quality available?

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QuickPage^™

What it is
QuickPage makes it easier for the system’s designated attendant (operator) to quickly page users via the phone sets’ built-in speakers, or an overhead paging system (if available), without having actually to speak the page.

How it’s used
QuickPage allows a user (usually the system operator) to quickly page a user to answer an incoming call, without having actually to speak the page — a real time-saver, because the system uses the automated paging function to alert the user to the call, just as with AutoPage.

What to look out for
The ability for the operator to page a user automatically, without having to speak the page.

What to ask

• Can the designated operator place inbound calls on system-wide hold and automatically page users without having to announce the on-hold call?

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AutoPage

What it is
AutoPage makes it easier to page users via the phone sets’ built-in speakers, or an overhead paging system (if available).

How it’s used
AutoPage allows the user to set up his greeting so that a caller, when routed to the user’s voice mailbox, may opt to have the user paged. The system then automatically places the call on system-wide hold and sends the page across station speakers and (if available and connected) an overhead paging system: “Bob Jackson, you have a call on Line ____.”

What to look out for
The ability to permit a caller to have the user paged, once the caller has reached voice mail.

What to ask

• Can callers opt for their call to be placed on system-wide hold and the user automatically paged, after their call is routed into voice mail?
• If so, is this an option selectable by the individual users?
• Can the paging be directed to the paging zone in which you’re located, so as not to disturb others needlessly?

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Live call screening

What it is
This capability informs the user of the identity of the caller, allowing the user to decide whether or not to take the incoming call. The two most popular methods to accomplish call screening are “recorded-name” and live call screening. ESI uses the latter method — for very good reasons, as you'll see.

How it’s used
ESI's live call screening is a feature that is controlled by each user. Callers that forward to voice mail can be heard leaving messages in the mailbox, through the speaker, just like on your home answering machine. The caller can be retrieved from the mailbox simply by lifting the handset. This feature is activated by pressing a feature key, and can be password-protected.

What to look out for
Most voice mail systems provide call screening via the “recorded-name” method. This requires a caller to state his or her name so it can be recorded. The system then puts the caller on hold, and the voice mail system calls the user and plays the recorded name allowing the user to choose to take the call or let it go into voice mail. This is time-consuming, disruptive, and offensive to callers. Another common limitation is that some systems cannot “live-screen” calls that are transferred from the receptionist or from another user.

What to ask

• Is it obvious to the caller that I am screening the call (recorded-name method)?
• Can I screen any and all calls?
• Can the screening feature be password-protected to assure my privacy (i.e., so that others can’t activate my call screening while I’m away from my telephone)?
• While a caller is leaving a message, can I retrieve the call simply by picking up the handset?

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Virtual Answer Key^™

What it is
ESI’s Virtual Answer Key lets the user program a special greeting (and, if desired, call handling) for when the user receives a “call waiting” indication while on another call.

How it’s used
A user can program up to two Virtual Answer Keys. When pressed, each Virtual Answer Key plays a greeting to a waiting caller (i.e., when the user’s extension is busy). Depending on how the user has programmed the Virtual Answer Key, the system then can also route the caller to either the default call-waiting setting or another station — for example, an assistant or coworker in the user’s area. ESI phone systems’ enhanced Caller ID feature displays Caller ID information for not only the current call but also the one waiting, helping the user decide when it would be appropriate to use a Virtual Answer Key.
      Sample greetings for Virtual Answer Keys:

• “Hello. This is [user’s name]. I’m currently on another line, but I’d really like to speak to you. Please hold and I’ll be with you shortly. However, if you don’t wish to wait on hold, press 1 to leave me a voice message. You may also either dial another extension or press 0 to reach the Operator.”
• “Hello. This is [user’s name]. I’m currently on another line, but I have been notified of your call. I am sending your call to our administrator so we can help you more immediately. Please remain on the line as your call is being transferred. Thank you.”

What to look out for
The ability to press a key and play a special message to (and otherwise handle) a caller when one is on another call.

What to ask

• What are my options about individual on-hold messages?
• Can I let callers know I am aware of their call and will be right with them, without having to break into my current call to tell them?
• Can I transfer selected calls to another extension to improve my personal customer service?

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Missed Call Key^™

What it is

ESI’s Missed Call Key provides a record of the Caller ID information for recent calls, in the event they chose not to leave a message; this allows the user to easily return the call or add the Caller ID information into the Esi-Dex speed dial lists.

How it’s used
You will always know who has called, even if they chose not to leave a message. Makes you aware of repeated attempts to reach you; allows proactive response (call back) when warranted. Plus, the Caller ID can be easily added to your speed dial list.

What to look out for
An easy way to access and display (on the phone set’s screen) the caller information for recent calls that chose not to leave a voice mail.

What to ask

• Will the system record and display all recent calls, whether the caller left a message or not?
• Can I easily add the Caller ID from any call to my speed-dial list, even if the caller did not leave a voice mail message?

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Visual hold

What it is
ESI’s visual hold feature is the easiest-to-use “hold-and-page” capability of any phone system. If the called party is away from his/her telephone, the caller can be placed on system-wide hold. The call can then be retrieved from any telephone on the system.

How it’s used
A dedicated HOLD key, when pressed during a call, places callers on system-wide hold. This requires just one keystroke. The display indicates where (i.e., the line number) the call is on hold (this will remain on the display until the call is retrieved). On all other ESI phones within the system, pressing the same HOLD key will give a visual view of all holding calls; one simply dials the line number to retrieve the call. ESI systems have no limit to the number of calls that can be put on hold.

What to look out for
Most other telephone systems with similar features are limited in the number of hold zones available, regardless of the number of incoming lines.
      Some systems require confusing codes to hold and retrieve calls. For example, a receptionist must place a call on system-wide hold by dialing one of a limited number of hold zones (or “park zones”)— e.g., ##87 — and then must page the requested person and announce the call and hold zone. Then, the paged person must retrieve the call by dialing (in this example) **87.
      Usually, there is no visual indication to aid in holding or retrieving calls.

What to ask

• How many hold zones are available?
• How many keystrokes are required to hold a call?
• How many keystrokes are required to retrieve a call?
• Do the keystrokes to hold and retrieve callers use a dedicated, clearly labeled key?
• Can callers dial another extension while placed on hold?
• Can any station be aware of holding calls, and their order, by simply by pressing a button?
• If I've placed several calls on hold, does the display show me their status?

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Personal greeting keys

What they are
With an ESI phone system, three different personal greetings can be recorded and stored in voice mail, indicating the user’s current availability. These greetings can be assigned to programmable feature keys, making it easy to change and/or select the appropriate greeting.

How they’re used
ESI phone systems allow each user to record up to three different personal greetings. This allows the user to select the one appropriate for the user’s current status (e.g., whether he/she is in the office, out to lunch, out of the office for an extended period, etc.). The user can assign one or more programmable keys for one-step listening or to re-record each greeting. The currently selected greeting’s key will glow green, providing a clearly visible cue which greeting is active. To re-record one of these greetings, press the key and then the RECORD key; it’s as simple as that.

What to look out for
Although the multiple-personal-greetings capability isn’t unique to ESI phone systems, the ease of implementation ESI gives to this capability is unprecedented. Most phone systems require you to call the voice mail system, log into your mailbox and then use codes or menu choices to select and then re-record personal greetings. No other telephone system makes it this easy for you to use multiple personal greetings.

What to ask

• Can I have more than one personal greeting?
• What steps must I go through to change or re-record a greeting?
• Does the system provide any visual indication of which greeting is active?
• Can I change from greeting to greeting with a single keystroke?

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Live call recording

What it is
Live call recording is the capability of a telephone system station user to record all or part of a conversation instantly, for playback at a later time.

How it’s used
Applications for call recording include recording highly detailed or technical information, and information that would be best heard in the caller's own voice, such as driving directions, address and telephone numbers, customer comments, telephone order verification, technical support troubleshooting, etc. Users may also record a memo to themselves. (Note: Regulations vary by region regarding recording of calls; check your local regulations to be aware of any required limitations before using this feature.)

What to look out for
Many phone systems limit the way you can record a conversation. You may be able to record only incoming calls through an automated attendant, or only outgoing calls. Many require various keystrokes to record, or do not provide a clearly marked key to initiate and stop recording, or even to confirm that recording is taking place. If supervisors will be observing agents’ telephone conversations, be sure your system can record those, too.
      Consider the amount of voice mail resources you have available. Make sure that there are enough “talk-paths” so that multiple calls can be recorded, even when several users are using voice mail, or are transferring calls through the automated attendant. Some important recordings can be lengthy; make sure that the system provides for enough voice storage for both recording and messages.

What to ask

• Is the call recording button fixed and pre-labeled?
• Does pressing a single button activate call recording?
• Can both inbound and outbound calls be recorded?
• How many conversations can be recorded simultaneously?
• Does the number of conversations being recorded reduce the available voice mail and automated attendant channels?
• Can recordings start and stop at any point during the call?
• Can I transfer a recording to other system users by simply pressing their station keys while I am recording the call?
• Can the recording be easily moved, with an introduction, to other mailboxes?
• Is an optional recording notification beep played to callers?
• Might I hear pops, clicks, periods of silence or delays on the line before the recording begins?
• Can personal memos to myself be recorded, or only calls?
• Can conference calls be recorded?
• Is there a maximum record time?
• Are recordings sampled and played back at 64 kilobits per second, the highest rate available over a telephone line?

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Quick Move^™

What it is
ESI again leads the industry with this trademark feature. While making a recording, a user may press another user's station key to assign the recording to that other user's mailbox as a new message.

How it’s used
The recording feature is revolutionizing the way verbal information is delivered intra-office; Quick Move helps streamline the process. A secretary can move client information, in the caller's own words, to his/her manager's mailbox with ease. No additional action is required after completion of the call.

What to look out for
While a small number of telephone systems are beginning to support live call recording (which ESI’s systems have featured since 1996), few combine recording with other time-saving features like ESI’s Quick Move. Consider ease of use, because even the most beneficial feature won’t be used if it is time-consuming.

What to ask

• Is call recording available?
• If so, what are the steps to record a message and then move it to another mailbox?
• Can it be moved to more than one mailbox in this same fashion?
• If I include a station to receive a copy of the recording, can I delete that station from the “copy list” before the recording ends?

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Quick Groups^™

What it is
Quick Groups, patented by ESI, lets you rapidly and effectively distribute information to multiple people simply by pressing the pre-labeled VOICE MAIL key and the station key for each person that you wish to receive the message.

How it’s used
Quick Groups, available only on ESI phone systems, allows you to send the same message to multiple people simply by pressing the VOICE MAIL key and their station keys.

What to look out for
Nearly every stand-alone voice mail system — including ESI’s VoiceWorks 16 — has group mailbox capability. However, group mailboxes’ members’ lists must be maintained (e.g., as employees are added or leave), creating more work. While some messages may be for an entire department (which is perfect for group mailboxes), many times messages may be for just a couple of members, each, from multiple departments. In many cases, it may be the only time a message is sent to a particular combination of people, limiting the practicality of preprogrammed groups. ESI systems, in addition to the traditional group (or distribution) mailboxes, allow you to select the recipients for each message by simply pressing the recipients’ appropriate station keys.

What to ask

• Does the system allow for Quick Groups? 
  (We'll go ahead and tell you the answer to that one: 
  no, unless it’s an ESI system!)
• How many steps are involved in sharing the same information with more than two people?
• How easy is it to program and change group mailboxes?

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Message Recycle Bin

What it is
Periodically, a voice mail user will delete a message, only to find a need for that same message again later. On an ESI phone system, the last 10 deleted messages are continually stored in the Message Recycle Bin and always available for recovery. Other systems may delete messages after a period of time.

How it’s used
ESI’s Message Recycle Bin is similar to the way many personal computer operating systems handle file deletion. After deleting a message (whether intentionally or accidentally), the user can open the Message Recycle Bin and browse the last 10 deleted messages. Any message stored here can be undeleted (i.e., restored to the “saved” message type). The last 10 deleted messages remain in the Bin, regardless of time elapsed since deletion.

What to look out for
Other voice mail systems’ undelete operations can have unexpected limitations, with significant consequences. The biggest impact can result from the time limitation associated with the deleted messages: for example, one particular system can restore deleted messages only during the same message retrieval session or just after it was deleted; another will keep messages only until midnight. Other systems may not support undelete because of severely limited storage capacity: e.g., systems with just two hours of storage obviously can’t afford to save 10 deleted messages for each voice mail user.

What to ask

• How many messages are temporarily saved for undeletion?
• How long will the messages be available for undeletion?

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Dedicated VOICE MAIL key

What it is
Methods of transferring callers to voice mail and retrieving messages differ greatly among telephone systems. Due to the frequency of this operation, exactly how this function is performed should not be overlooked. With some telephone systems, this can be a very time-consuming and complex function. Increasing the difficulty greatly increases the potential for user errors, which can result in callers being sent to the wrong mailbox or, worse, disconnected.

How it’s used
Retrieving messages and transferring callers to voice mail is easy and reliable with all ESI systems. The clearly labeled, distinctly blue VOICE MAIL key is used with logical and intuitive steps to simplify messaging. ESI systems give feedback, in the form of audible and visual clues, which confirms that the operation was performed correctly: the blue VOICE MAIL key begins flashing and your display shows the number of messages waiting when you have new messages. Accessing your mailbox is as simple as pressing the flashing key.
      Also, transferring callers directly to a user’s mailbox is very easy with ESI. While connected to a caller, simply press VOICE MAIL and the user’s programmed station key. Both you and the caller will hear the mailbox’s personal greeting, and your display indicates the extension's name and mailbox number. Finish the transfer by simply hanging up your telephone.

What to look out for
Some systems have no capability to program a voice mail key, in which case transferring a call to someone mailbox or retrieving voice mail is very cumbersome. Some systems might use one of the programmable keys intended for extensions and features to help simplify this process. Sometimes you have to transfer, wait for the voice mail to answer, and then dial in the user’s mailbox number before releasing the call. Rarely do other telephone systems have a dedicated voice mail key with multiple functions. You may have to use one key for accessing messages and another key to transfer callers to voice mail, or a complicated, cryptic string of key entries required. Insist on an on-site demonstration of voice mail functions.

What to ask

• Is the voice mail key clearly visible?
• Does the voice mail key use a programmable DSS (direct-station select) key — subtracting from the number of keys available for extensions and optional features?
• Is the same voice mail key used to transfer callers and retrieve messages?
• Does the telephone’s display show the the mailbox number and user’s name to which the caller is being transferred?
• Is transferring a call to voice mail as easy as pressing a dedicated voice mail key and a station key?

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Virtual Mailbox Key

What it is
This programmable feature key allows users to monitor and directly access other voice mailboxes from any individual phone set.

How it’s used
In many applications, there is a need for users to have multiple mailboxes. One example would be a receptionist assigned to monitor a general delivery mailbox where messages can be left after-hours, or while the receptionist has stepped away. A sales department may also have a mailbox for calls directed to anyone in the department, in addition to the department's users own mailboxes. Virtual Mailbox Keys alert users to those other mailbox messages. In addition to notification, the key also serves as direct access for message retrieval.

What to look out for
The Virtual Mailbox Key is another ESI innovation, which can be only obtained from the true integration of telephone and voice mail. This is unique to ESI systems.

What to ask

• If two mailboxes are assigned to the same extension, how will the extension be notified of new messages?
• Is it possible to have message indication for guest mailboxes that have no telephone extension?
• If question-and-answer mailboxes are used, how will I be notified of new messages?

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Voice mail display

What it is
Information pertaining to the message is displayed on the telephone during playback.

How it’s used
All ESI Feature Phones display substantial information during the message playback. The true integration of voice mail and telephone system is required to provide ESI’s level of message information on the display. This includes: remaining message time, Caller ID name and number, time and date, and other data. If another system user left the message, his/her name will be displayed. If the message was left by an outside caller, the Caller ID information (where available) will be displayed. Automatically returning calls simply requires that the user touch the REDIAL key.

What to look out for
Most voice mail systems can convey information about a call only audibly. They must “play” a time and date stamp, or some may play back the Caller ID number for the user to copy down. These distractions slow down message retrieval and/or require writing down information for later use.

What to ask

• What information is presented to the display during message playback?
• Can I automatically return a call if Caller ID was captured with the call?

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Off-premises message delivery and “reach-me”

What it is
Off-premises message delivery allows a ESI system user to program her mailbox to notify her, when she’s out of the office, that a new message has been left. The system can be programmed either (a) to page or (b) to call a programmed number (such as a cellular phone) and deliver the new message. (Note: IVX 20 Plus users are limited to pager notification only.)
      Off-premises “reach-me” permits a caller, when forwarded into a voice mailbox, to opt to have his call forwarded on to a designated number.

How it’s used
These companion features allow messages and/or calls to quickly reach employees who are out of the office. Off-premises message delivery can be combined with pager/cellphone notification for comprehensive message notification. Users can select to be notified of any new message, or only when urgent messages are received in the mailbox. Additionally, users can select a delay period before the ESI system attempts paging, phone delivery, pager then phone, or simultaneous pager and phone notification. Daily periods of no notification can also be programmed.

What to look out for
These features, along with others, increase the demand for voice mail channels. When paging or forwarding a call using off-premises features, the system uses a voice mail channel, reducing the number of channels available for outside callers. Your system should have enough capacity to handle all the voice mail channel demands. Find out how easy it is to program off-premise features. Users on the go may be changing the programmed information frequently. If the programming is difficult, it may be prone to errors.

What to ask

• What methods are available to notify users that new messages are received?
• How easy is it to program message delivery?
• Can we offer callers the option to have their call forwarded to my “reach me” number?
• When a call is delivered off-premises, what percentage of total voice mail resources is tied up?

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