Chap. 23: Remote Access

What is Remote Access?

When we use the term "remote access" we are describing the process of accessing your voicemail system from a phone rather than the computer itself. For a Mail Box holder remote access is the ability to retrieve messages and change Mail Box greetings, notification phone numbers, etc. For you, the system supervisor, remote access is the ability to retrieve messages, remotely validate new Mail Box holders, or even modify the way your system operates.

IMPORTANT: The options played to the box owner are those which you have set under Privilege. Each mailbox has a privilege which is set on the main mailbox screen. What is ALLOWED for that Privilege is set under Maintain, Privileges, then click on each individual privilege. The system will automatically re-number the options, as you have them checked. See the diagrams under

Appendix A: and Appendix B: . You can have up to 99 Privileges.

There are three ways to gain remote access to your system, each with its own strengths and limitations. These three remote access methods are described below.

1. User Access Phantom Box

To give Mail Box holders access to their Mail Box you can give callers the option of being sent to a User Access Phantom Box. When a caller is routed to a User Access Phantom Box the system takes over and prompts the caller to enter a Mail Box number. After the caller enters a valid Mail Box number the system then prompts the caller to enter the Mail Box password. If the correct password is entered for the Mail Box, the Privilege set for the Mail Box will go into effect and the caller will be in remote access mode. The caller will also be validated by the User Access Phantom Box and the system will begin tracking the caller's time on the system for billing purposes. Use an Access Box with Tweaks set to Full Range and Accept Tones. Then use the Add Keys button to define a digit to go to the User Access Phantom (see Access Box section).

It is important to note that the User Access Phantom Box will allow access to only ONE BOX  per call, but it does not necessarily have to be a Mail Box! If you enter remote access mode through a User Access Phantom Box, you can enter and modify ANY BOX  your Client Box owns, regardless of the password of the box. Once you have entered a box while in remote access mode the system will present a menu of remote access options for modifying the box. For example, to remotely record an Access Box greeting, when the system prompts you to enter a Mail Box number, enter the Access Box number. The Access Box doesn't have its own password, so when the system asks for the password enter the password listed for the Client Box that owns the Access Box.

2. Supervisor Phantom Box

The Supervisor Phantom Box is provided to allow you, as the system supervisor, to gain remote access to any valid box on your system, and it will give you access to multiple boxes per call. You will want to use the Supervisor Phantom box with care to prevent unauthorized access to your system. If you are going to allow access to a Supervisor Phantom Box from a menu you probably want to make it a "blind" menu item - one that isn't announced to callers.

To use the Supervisor Phantom, provide a way in your call routing to send yourself to a Supervisor Phantom Box. Use an Access Box with Tweaks set to Full Range and Accept Tones. Then use the Add Keys button to define a digit to go to the Supervisor Phantom (see Access Box section). When you arrive at the Supervisor Phantom the system will prompt you to enter a box number. It will then prompt you to enter a password. When the system requests a password enter your Client password. When you use your Client password you can enter and modify any box your Client Box owns, regardless of the password of the box. You will now be in remote access mode and your Client Box Privilege will be enforced. The system will prompt you as to the options available for modifying boxes.

To approve new Mail Box holders and their newly recorded profile descriptions you will need to enter the number of the Capture Box which has created the new Mail Boxes. When prompted for a password enter your Client password. The system will then prompt you with the options available for approving new Mail Box holders and recorded profile descriptions so they will be available to be heard via the accompanying Search Box.

If you modify the LogBoxTime line in your STPLUS.INI file to read LogBoxTime=yes, the system will track how many times each box has been entered. While in remote access mode you can review and reset the "box counts" for any box on your system.

Note: Box counts cannot be reset from the computer, the box count must be reset while in remote access mode.

3. Mail Box Owner Access Key

If a Mail Box holder goes directly to his or her Mail Box, the Mail Box holder can enter the remote access mode by pressing the Mail Box Owner Access Key while the Mail Box greeting is being played. When the Mail Box Owner Access Key is pressed the system will prompt the caller to enter the Mail Box password. If the correct password is entered for the Mail Box the caller will enter remote access mode and the Mail Box Privilege will be enforced. The caller will also be validated by using the Mail Box Owner Access Key and the system will begin tracking the caller's time on the system for billing purposes.

If an incorrect password is entered three times for a Mail Box, the caller will be sent to the box indicated in the After Mailbox Goto field of the Mail Box.

Note: The default Mail Box Owner Access Key is 9, but this can be changed in the Message Options screen, which is accessed through the Voice Messages command in the MAINTAIN menu.