The newest product coming from GMA Communications is the DigiMail Voice Mail and Auto
Attendant System, a compact, solid state flash memory system specifically designed for
small- and medium-sized offices, as well as for OEMs or VARs who might bundle products for
this market. Many voice mail systems are geared towards larger companies and often price
themselves out of consideration for smaller companies. DigiMail is a device aimed at
smaller offices,but which offers advanced features normally found only in large voice mail
systems.
INSTALLATION
The DigiMail system we received was a two-port solid state voice mail system, which we
connected to a Norstar KSU. In order to accomplish this, we had to mount the unit on the
wall near the KSU and connected an RJ11 cable from the KSU port designated for voice mail
to DigiMail's RJ11 socket. After this, we plugged in the 24V DC adapter, thereby powering
the system.
DOCUMENTATION
Even though the DigiMail documentation consisted of some sixty bound printer pages, we
found it to be commendable. In fact, the only reason that the documentation did not
receive a perfect score was for its lack of details in the area of installation. While we
did not run into any problems with the installation, users who are not familiar with the
KSU may need to be walked through the process a little more directly. However, the
treatment of the voice mail and the auto attendant systems was excellent. The pamphlet is
packed with flow charts covering the perspectives of both the user and the caller. It also
devotes a good deal of space to configuring the voice mail system and programming the auto
attendant.
FEATURES
The voice mail portion of the DigiMail system provides individual customized mailbox
features for multiple users. This includes a personalized greeting message, two personal
messages in each mailbox, and a user-defined access code. Each mailbox has an individual
operator extension, outbound message and beeper notification, time and date stamp on each
message, and the ability to transfer messages to another mailbox.
From the administrator's standpoint, the DigiMail Voice Mail system contains a group
mailbox for use as a distribution list and an administrator-defined automatic message
purge. The system we tested is a two-port system, while a four-port system is also
available. Up to three hours of recording time can be attained using the flash disk memory
across 1,000 user-defined mailboxes, though by utilizing hard disk memory this can reach
up to fifty hours.
The automated attendant for the DigiMail system can handle up to nine different
languages and supports extensions of any length. By using single digit selections,
user-recorded prompts, and the automatic transfer to operator for rotary telephones,
useful auto attendant systems can be quickly created. In addition, the system contains an
automatic day/night mode with separate day and night greeting messages.
For the administrator, the system is programmable utilizing DTMF or RS232 (V.24) PBX
Integration. The system can be fully programmed and configured through the serial port,
though there is optional modem usage for remote systems. The administrator can use the
easy set-up and operation through simple voice instruction, or stay with the
pre-programmed factory default settings. When fully configured, the system has access code
security to help avoid tampering.
OPERATIONAL TESTING
We already had a voice mail system and an auto attendant in the TMC lab, so we decided to
try to and emulate these systems in order to test the DigiMail system. We set up the auto
attendant to take the three existing extensions into consideration. These were two-digit
extensions, with a voice mailbox associated with each. The documented flow charts proved
to be instrumental during this process as we recorded prompts and programmed the DigiMail
system.
In order to program the system, we utilized the HyperTerminal program to access the
flash memory. This, unfortunately, proved to be rather tedious due to the sluggish nature
of the RS 232 connection (2400 KBPS). Despite the slow pace, we managed to create three
personal mailboxes and a group mailbox in a short period of time. After working out a
couple of bugs in our auto attendant, we were geared to begin testing the system we had
created.
Essentially, we systematically dialed all three extensions and managed to leave voice
mail messages for each "user." We then retrieved the messages and found that
they had been properly recorded. In addition we placed a message in the group mailbox,
which also found its way to every user. The remainder of the operational testing we
conducted dealt with the functionality from the standpoint of the mailbox owner, including
such tasks as changing passwords and outgoing messages.
ROOM FOR IMPROVEMENT
While the DigiMail system is specifically designed for small- and medium-sized companies,
the administrator may find it difficult to maintain the system towards the upper end of
the targeted company sizes. The tedious nature of programming the system through the slow
RS 232 port will take its toll in a company of fifty people with moderate turnover. As the
administrator must HyperTerminal into the flash memory to add, delete, or change mailbox
settings, a more user friendly interface would be necessary for MIS to stay on top of
changes. We would like to see this change in the DigiMail system, as it may be the only
significant hindrance to their product. While the system features function nicely, this
does not always translate into usability.
CONCLUSION
The problem with voice mail systems has always been that they have been geared towards
large operations. They have been adopted by the phone companies and offered as a service,
though with reduced flexibly in adjusting functions. Large corporations have often taken
in their own systems to gain access to more functions. What the small companies miss out
on is that ability to create specialized configuration with their voice mail systems.
That is why products such as the GMA DigiMail system have been created. These products
serve the needs of the smaller companies that need advanced functionality but don't want
to pay for large, unnecessary systems. Small companies, which form a significant portion
of the big picture, can meet their special needs with the DigiMail system. |
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