Intertel GMX-48

Manufacturer: Intertel

Model: GMX-48

Software Version: 827.6010-1 (Tested on this version by VoiceTrak)

Hardware Requirements:Advanced Software for voice mail features (lights & trailing digits)

VoiceTrak Parameter Settings:

Important: All other VoiceTrak parameters must be set to Default.

Use Tone/Cadence file: INTERTEL.GMX

Notes:

Transfer to fax machine. The tone table includes incoming fax detection. You may add an "X" type mailbox which transfers to a fax machine. Also add a line to the VOICE.BAT file which says: 'SET FAX_BOX=xxx' where xxx is mailbox for the fax machine. Not all fax machines send good CNG tones and will not transfer, but if fax tones are detected, the call will transfer to the extension specified in the FAX_BOX setting.

Disconnect signal provided by busy tone.

Programming Notes

Call forward to mailbox

Since the Intertel forwards to VoiceTrak and sends only the station number (without a preceding digit) additional configuration is necessary.

Option A - One mailbox per person, use Digit Trap feature (Best option)

VoiceTrak 2.35 and higher includes a feature in Setup/Custom/Page 2 called Digit Trap. When this feature is activated, VoiceTrak adds a window of silence when answering. If a station number is dialed during the silence, the caller will be sent to the personal greeting of the mailbox number dialed. If a station number is dialed after the silence and while the opening Salutation is playing, the caller will be transferred to the extension number dialed.

In operation, callers to the system can listen to the main greeting and dial an extension number. VoiceTrak transfers the caller to the phone. If the phone is not answered and forwards to VoiceTrak, the Intertel will connect to VoiceTrak and dial the station number. Since the station number will be dialed by the Intertel during silence, the caller will hear the personal greeting of the called party.

We have found that the Digit Trap parameter should be set to 2, providing 2 seconds of silence after VoiceTrak answers. If the customer complains, explain option B or the option of buying a new phone system.

Option B - Forward to designated Voice Mail ports (Second best choice)

VoiceTrak 2.40 and higher includes the ability to designate certain Salutations as 'voice mail only' Salutations. When these Salutations are assigned to certain ports, and the mailbox number is dialed while the Salutation plays, the caller will be sent to the personal greeting of the called party. What's the difference? If the mailbox number is dialed while Salutations 00-49 plays, the caller will transfer to that station. If the mailbox number is dialed while Salutation 80-89 plays, the caller will hear the personal greeting of the called party.

Example: An incoming call is directed to a port which plays any Salutation 00 to 49. The caller dials 123 and is transferred to extension 123. Extension 123 is not answered and is Busy/No Answer forwarded to a different VoiceTrak port which is programmed to play Salutation 80. When the VoiceTrak port answers, the NEC Intertel sends DTMF tones of 123. VoiceTrak directs the caller to the personal greeting for box 123 and takes a message.

Important: If the phone was forwarded to a port which played any Salutation 00 to 49 the caller would be in an endless loop which would transfer back to the same extension. Example: An incoming call is directed to a port which plays any Salutation 00 to 49. The caller dials 123 and is transferred to extension 123. Extension 123 is not answered and is Busy/No Answer forwarded to a port which plays any Salutation 00 to 49. When the VoiceTrak port answers, the NEC Intertel sends DTMF tones of 123. VoiceTrak again transfers the caller to extension 123. The caller will stay in this loop forever and get very angry. Be sure that phones are not forwarded to the same group (unless Option C is used).

Option C - Two mailboxes per person (The least attractive option - hard to maintain!)

Establish 100 level and 200 level mailboxes. Extension 123 should have mailbox 123 and mailbox 223. The 100 level mailboxes are set to only record messages. The 200 level mailboxes are only used to transfer the caller to the extension. In operation, a caller reaches the auto attendant portion of VoiceTrak and dials 223. The caller is transferred to extension 123 by VoiceTrak. (Mailbox 223 is set with an extension of 123). If the call is not answered, the Intertel dials VoiceTrak and sends the digits 123. Since Mailbox 123 is always in Do Not Disturb, the caller hears the personal greeting and leaves a message.

Note that callers will hear the personal greeting if they dial 123 and will be transferred to the extension if they dial 223. To configure, the 1xx series mailboxes must be set with DND Status=Y and DND Change Allow=N. The 2xx mailbox must list the 1xx extension number in the 'extension' field.

Example: Extension 123 must have two mailboxes.

Mailbox 123 should be type N, name should be "zzzJohn zzzDoe" to trick Dial By Name, DND Status=Y, DND Change Allow=N, Call Screen Allow=N. Record a spoken name and personal greeting. This box will receive the messages.

Mailbox 223 should be type N, name should be "John Doe" to force Dial By Name and department menus to send callers to the phone extension, DND Status=N, DND Change Allow=N, Call Screen Allow=N. Record a spoken name so Dial By Name works properly. This box will NOT receive messages, but will transfer callers to the extension.

Intertel Programming

Identify the VoiceTrak ports as voice mail ports to enable follow-on ID tones for calls forwarded to VoiceTrak.

Identify VoiceTrak Station ports as voice mail ports

Turn off Do Not Disturb feature for voice mail ports.

Turn off the Call Forward option for VM ports

Disable camp on tones for voice mail ports