 PBX One of the most important issues relating to the success of a Voice Mail system implementation is how well it integrates with the PBX. Evidence of Poor Integration Inability of the Voice Mail system to activate message waiting indicators on the telephones. Requiring a caller to re-enter the extension number or telephone number dialed from a touch-tone telephone in order to enter the Voice Mailbox of the person called. A long wait between a request being made of the Auto- mated Attendant and the Voice Mail greeting of the called person being heard. A lot of "dead air" heard by the caller (nothing heard at all). While the above scenarios are less likely to occur than in the past, it is still important to check for them and to fine tune all Voice Mail operations. 106 5 The Telecom Handbook CHAPTER 5 In addition to issues of integration, there are variables relat- ing to implementation. Evidence of Poor Implementation Callers hearing inappropriate announcements such as, "Your call is being forwarded to the switchboard atten- dant" when there is no switchboard attendant available (for example, during the evening). Callers who know which options to select having to wait for recorded announcements to finish prior to se- lecting the option. The Voice Mail system not responding to the digits di- aled by the caller. In some older Voice Mail systems, requiring a longer touch-tone signal in order to respond appropriately (works better if you hold down the touch-tone button a few more seconds). Asking callers to dial complex sequences in order to get help, such as ##0 or *T6668#. One of the largest tele- phone companies in the U.S. expects callers to dial five digits plus the pound sign to reach a sales representative. Talk about sales prevention! Not giving callers an easy escape route to a live person. Not setting up certain options that are offered to the caller as a part of the system menu. A well-implemented system can be used intuitively by people accustomed to using Voice Mail systems. Pressing 0 is the logi- cal 