Comdial Execumail Voice Processing System 6.5 Instructions Manual

							Worksheet14
Menus & Interviews
Map
Use this sheet to draw a map or diagram of any personnel directories, information menus, or special call routing
you will use in your application. You can then use the Menus 
& Interviews List worksheet to list the transaction
boxes required for this part of your application.
Thank you for calling FloppySoft. For Support, press 200.For Accounting, press 300.For product information, press 400.
For Sales, press 500. Otherwise, please stay on the line and
an operator will be right with you.
If the
caller
Ipresses: 2001300400500
depending on callersselectionselection
[3OOA;Fting 1I500 S;esbox [
To accbuntant8sTo eact; salesextensionrep in turn
Transaction Directory
QuickStart@ Application Worksheets
Copyright 0 1986-94 Active Voice Corporation4l94 
						

							62Worksheets 14 & 15: Menus & InterviewsExecuMail6.5
Example
A Directory of Departments
FloppySoft Corporation, a software company, plays this Opening Line for callers:
“Thank you For calling RoppySofi. For Technical Support, press 200. For
Accounting, press 300. For product information, press 400. For Sales, press 500.
Otherwise, please stay on the line and an operator will be tight with you. ”
Each of the selections in this menu corresponds to a System ID for a transaction
box. In this example, the Technical Support transaction box with System ID 
200routes calls for a specific 
FloppySoft product, depending on the selection the
caller makes.Thank you for calling 
FloppySoft. For SUPPort, press 200.For Accounting, press 300. For product information, press 400.
For Sales, press 500. Otherwise, please stay on the line adan operator will be right with you.
IIf the,I
I1callerIpresses: 200460500
To other boxesdepending 
0~ callersselection
300 AccountingTo other boxesdepending OP callers
selection
To accountants
extensionTo eaci sales
rep in turn
Figure 1: FloppySoft’s menus and interviews map 
						

							Worksheet15
Menus & Interviews
ListPage 
1 of 4
--
List here the transaction boxes or interview boxes you need to complete the application features you designed in
the previous worksheet. Make as many copies of this worksheet as you need. For each box listed here, 
YOU
should also complete an individual Transaction Box or lntetiew Box worksheet.
System ID 
200Name Technical Support Box
Transfer?
q Yes, to Ext. # -
Ixi No
Greeting0 None
Press 1 for NetWork, 2 forDataBase, or 3 forSpreadsheet (pause).
fXi Use One-Key DialingOwner 
Jonathan Winter
Action after Greeting
Say-bye
System ID 300
Transfer?Name 
Accounting
GreetingOwner 
Lisa Smith
fJ None Action after Greeting
q Yes, to Ext. # 213
q NoIm sorry,our accountant is
not available. Please leave
a message.1 
iZi Use One-Kev Dialina
Take a message
System ID 400Name Product Information Box
Transfer?
q Yes, to Ext. # -
El No
Greeting17 None
For Network, press 1. ForDataBase, press 2. ForSpreadsheet, press 3.
Cl Use One-Key DialingOwner 
Jonathan Winter
Action after Greeting
Say-byeSvstem ID 500
Name Sales BoxOwner Bob Thompson
Transfer?
q Yes, to Ext. # 212q No 
-
Greeting0 None
Thank you! 111 transfer you
to the next available sales
representative.1 
[7 Use One-Key Dialing
Action after Greeting
Go to 5011 Svstem ID 4041
Name Order Interview
Transfer?
0 Yes, to Ext. # __
NoGreeting
0 None
Product Order Interview
Owner Bob Thompson
Action after Greeting
Hangup
0 Use One-Key Dialing
Transaction Directory
QuickStart* Application Worksheets.
,
j. .::Copyright 0 1986-94 Active Voice Corporation4l94 
						

							64Worksheets 14 & 15: Menus & InterviewsExecuMail6.5
Each of the Technical Support department’s transaction boxes routes calls to ahunt group. If all of the technicians in a hunt group are unavailable, the voice
mail system takes a message.
200TechSupport
act #GreetingAction
LEiil~jm
l>2012> 2023>203
201 Network Support
ext #GreetingAction
202 Database Support
ext #GreetingAction
203 
SpreadSheet SuBport
ext #GreetingAction
!.:,
i’..~ ”::
i.:
I.
Figure 2: FloppySoft Technical Support menu boxes
The System ID 300 is the System ID for a transaction box that rings the company
accountant’s extension. If the accountant is away from his or her desk, the voice
mail system takes a message.
300 Accounting
ext #GreetingA&ion
III
.:.._
Figure 3: The FloppySoft Accounting transaction box/. 
						

							._:
QuickStart Application ManualWorksheets 14 & 15: Menus & Interviews65
The System ID 400 for product information is a transaction box linked to a series
of transaction boxes in much the same way that the Technical Support
department’s transaction boxes are linked together (Figure 4). The difference is
that while the Technical Support department uses transaction boxes to route calls
to the hunt groups, the product information line uses transaction boxes to
provide information on each of its products.
400 Product Info
ext #GreetingAction
InoneFor Network, press 1. ForDataBase, press 2. ForSpreadsheet, press 3.
I
I
l-> 4012-> 4023-D 403
401 Network Info
ext #GreetingActionI
IPOllB
1-D 404
Voted Product of the Year byNetworks Today magazine, Floppy-
Soft Network Management is the
perfect tool for any office using
personal computers. To orderNetwork, press 
1.402 
DataBase Info
ext #QreetingAction
“FloppySoft DataBase is a full-
featured,robust database programTo order 
FloppySoft DataBase,
403 Spreadsheet Info
ext #
Inone
l-> 404Greeting
FloppySoft SpreadSheet is anarithmetically dynamic spread-
sheet. To order SpreadSheetpress 1.OAction
lOoto 4001: What product would you like to order?
Figure 4: FloppySoft product information and ordering menu boxes
The System ID 500 is for a transaction box which is linked to several other
transaction boxes. Each box routes calls to a specific sales representative.
Incoming callers who don’t dial the number of a specific representative are
routed to the first transaction box in the chain. 
						

							66Worksheets 14 & 15: Menus & InterviewsExecuMail6.5
The first box attempts to route the caller to a sales representative. If the sales
representative is not available, the voice mail system routes the caller to the nexttransaction box in the chain, which in turn attempts to route the caller to another
sales representative.
500 Sales Hunt-down
ext #GreetingAction
501 Sales Rep 
#l
ext #Greeting
Please hold on while I try
another extension.ActionIGoto 502 1
1 502 Sales Rep #2I
ext #GreetingAction
Please hold on while I tryanother extension.n
I503 Sales Rep #3Iext #GreetingAction
Figure 5: FloppySoft Sales hunt group boxes
This cycle continues until the caller reaches a sales representative, or until the
system has tried to reach every sales representative in the hunt group. At this
point, the system transfers the caller to the operator.505 Sales Rep 
#5
ext #GreetingI
w-l,,,All of our sales represent-
atives are currentlv hand-ling other calls. I;11
transfer you to an operator
so that your call gets at-
tention.Action
lizzJ
Figure 6: Final box in FloppySoft Sales hunt group 
						

							QuickStart Application ManualWorksheet 16: Transaction Boxes 67
Worksheet 16:
Transaction Boxes
Call Transfer
After you complete Worksheets 14 and 15 to plan the overall flow of your
transaction boxes and interview boxes, you are ready to decide the specifics of
how each box in your application will work.
First, make a copy of Worksheet 16 for each transaction box you will need. Then,
complete a worksheet for each transaction box.
System ID
Write down the transaction box’s System ID.
Name
Write down the name of the transaction box.
Give the box a name that describes its purpose, such as “Customer Information
Box.” Keep in mind that the owner of the box can use the first three letters of the
box’s name to record a greeting for the box by phone.
Owner
Write down the name of the subscriber who will own the transaction box. This
person will be able to listen to the box’s messages and record the box’s greetings.
Transfer the calls reaching this box fo an extension?
Indicate whether you want calls reaching this transaction box to be transferred to
an actual telephone extension during Day Mode or Night 
Xilode.
Select Yes and write down the extension number if callers reaching the
transaction box should be immediately transferred to an extension. Callers will
not hear the transaction box’s greeting before being transferred. Select No to turn
call transfer off for this transaction box.Call transfer 
type
Select the transfer method that the voice mail system will use for this transaction
box. There are three ways in which the voice mail system can transfer a call:
Await Answer, Release and Wait for Ringback. For Comdial telephone systems
(especially those that do not support Call Forward to Personal Greeting), Await
Answer is the most common method of call transfer.:
_’ :
::. 
						

							70 Worksheet 16: Transaction Boxes
Introduce [I]
ExecuMail6.5
The subscriber hears “Call for ” before being connected to the caller.
Screen [S] or Message Screen [M]
The caller is asked, “Whom may I say is calling?“, then the system records the
caller’s name. Before the call is transferred, the subscriber hears 
“Call from
. ” The M option also adds the caller’s name to a message the
caller leaves. Do not use these options together.
Greeting
Day Greeting / Night Greeting
Write down the text of the day greeting and the night greeting for the transaction
box.
The caller hears the greeting when call transfer is turned off, or the extension is
busy or does not answer. The caller hears either the day or night greeting,
depending on whether the schedule for this box is in Day Mode or Night Mode.
Use one-key dialing during greeting?Indicate whether this transaction box will use 
onekey dialing. If it will, write in
the System IDS that correspond to the single digits.
The 
onekey dialing feature lets you set up single digits to represent full System
IDS for other transaction boxes, interview boxes, or extension numbers. Each one-key dialing menu has ten fields where you can enter the System 
IDS that will be
substituted for individual touchtones. Fill in an existing System ID for each single
digit the caller may press. When you record the greeting, be sure to include
pauses in your recording so the caller has time to make a selection.
The purpose of 
onekey dialing is to simplify instructions to the caller. Any time
the caller presses a single digit during or after the greeting, the system translates
that single digit to the corresponding System ID, and routes the call accordingly.
Action After Greeting
Select the action the system should take if the caller doesn’t press any touchtones
during the greeting. Choose an action for Day Mode and Night Mode.
The voice mail system takes the action only if the 
cailer does not press any
touchtones during the transaction box’s greeting. If there is no greeting recorded,
the voice mail system takes the action immediately.
You may specify a different action to be taken during Day Mode than during
Night Mode. The possible actions are described below.
Take a message
Take a message from the caller. This is the most commonly used option.
Transfer to operator
Transfer the caller to the operator.