Comdial Execumail Voice Processing System 6.5 Instructions Manual

							36 Directory Assistance ExecuMail6.5 
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::..:$& ;.. .gs’lBi . . . . . ,.; 
Directory ID: 
Member name 
Voice Ext # ID Member name Voice Ext # ID 
Jefferson, Thomas 0:02 1776 
Figure 20: A directory group 
Even though the directory group pages are included in the Groups Screen, 
directory groups are different from message groups in these ways: 
n A message group lets you leave the same message for several people at 
once. You cannot leave a message for a directory group. 
n Every directory group is owned by the system. Note that the upper right part 
of the screen is identified by: 
DIRECTORY group of * SYSTEM- . 
n A directory group can have its own System ID in the Directory ID field. 
Callers press this ID to access the directory group. Assigning a System ID to a 
directory group is optional. While most sites allow callers to select a 
directory group from a directory menu (by pressing a single digit instead of 
a System ID), you can also route callers to a directory group using the 
GotoID field on a transaction box, interview box, Operator Box, Public 
Interview Box, or even from a subscriber’s mailbox. See the section 
Ideas for 
Using Directory Assistance for more details. 
n The list of members under Member name also includes the member’s 
recorded name (in the Voice column to the right of Member name), and 
Extension # ID (in the column labeled Ext # 
ID). Each subscriber’s 
recorded name and Extension * ID are added automatically, when you add 
the subscriber to the directory group. 
Note that you may want to have both a message group and a directory group for 
some departments or sets of subscribers. The message group allows you to send 
the same message to the subscribers, while the directory group allows the system 
to list the subscribers in the same place in numeric directory assistance. 
Directory Menus 
Use directory menus to create one-key dialing menus automatically for numeric 
directory assistance (Figure 21).  
						

							Reference Manual Directory Assistance 3 7 
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%k: Numeric Directory ,, ::,.., DIRECTORY Menu of . SYSTEM, Directory ID: $411 
Voice: 0:02 
Key Directory Name 
Type Voice Dir ID 
2: 
Sales Dir Group 0:02 
Shipping Dir Group 0:02 
2 Customer Service Sub Menu 0:02 
2: 
ii: 
Figure 21: A directory menu 
Even though directory menus are included in the Groups Screen, they are very 
similar to the onekey dialing feature of transaction boxes. A directory menu is 
similar to a transaction box in these ways: 
n The system uses the entries under the Key and Directory Name 
columns to create a one-key dialing menu. The number in the Key column 
is the touchtone assigned to the directory group listed next to it. In the 
example in Figure 2 1, the system automatically creates this or-rekey dialing 
menu, using each directory group’s recorded name: 
‘#For Sales, press 1. For Shipping, press 2. For Customer Setvice, press 3. ” 
You can also add directory menus in the Directory Name column, to 
offer callers a sub-menu of additional choices. In the example in Figure 21, 
the Customer Service directory submenu offers two additional choices: one 
for Technical Support, and one for Accounts. 
n Each directory menu is owned by the system. Note that the upper right part 
of the screen is identified by: DIRECTORY menu of - SYSTEM- . 
n A directory menu has its own System ID in the Directory ID field at the 
top of the screen. Outside callers can press this System ID to hear this 
directory menu. You can also use the Directory ID to route callers to this 
directory menu automatically, by using the GotoID field on a transaction 
box, interview box, Operator Box, Public Interview Box, or a subscriber’s 
Personal Directory page. 
Note that unlike transaction boxes, you cannot use a directory menu to transfer 
calls, play 
a greeting, or record messages. A directory menu is used only to create 
one-key dialing menus for numeric directory assistance. 
Numeric Directory Assistance Example 
Figure 22 shows an example of numeric directory assistance for the XYZ Widget 
Corporation. It includes a directory menu, several directory groups, and a 
directory submenu. The Opening Line tells callers the System ID to press to reach 
the numeric directory.  
						

							38 Directorv Assistance ExecuMail6.5 
Opening Line 
Thank you ior caUing the XYZ Wget 
Corporafionl If you are cal/ing from a 
fouohfone phone, you may enter UM 
etiension at any time. If you do not 
know the extension, press 411 for a 
directory... 
q @l 
Numeric Directory 
Assistance 
Dim&q Menu ID: 411 
‘For Sales, press I. For Shipping, 
press 2. For Custvmer Sernce, 
Press 3.’ 
Directory 
Sub-Menu 
‘Sales: You may dial the %ustomer service: 
extension at any time. ‘Shipping: You may &I 
the extension at any time. 
For Technical Supporf. 
Chris Aaronson, 990 press 1. For Aawunfs, 
press 2: 
. 
Directory Group 
‘Ted&a/ Slrpport You 
may dial the extension 
al any time. 
Nell Ze//er, 
a96 Jay .?ink, 997 
End of Tedmical Su~fl.’ 
Directory Group 
Icawnts: You may dii 
the exlension at any iime. 
Yoshi Aold, 9.50 
Les Benson. 951 
W/y Caslon, 852.. 
End of Amwnts.’ 
Figure 22: Numeric directory assistance, using directory groups and directory menus 
The system is shipped with directory menus and directory groups already set up 
to create this application. The System ID for the numeric directory assistance 
example is $411. To use this example, change the System ID to an ID callers can 
dial using the telephone keypad, and add subscribers to the directory groups. (If 
you want to keep the default Opening Line, use the System ID 411, and change 
the System ID for any other box already using the System ID 411.) 
How the System Creates the Conversation 
The system creates a conversation for numeric directory assistance 
automatically, using the name recorded for each directory group and each 
directory sub-menu, and the key assigned to the choice. The system creates the 
conversation from the names and keys as follows: 
Before playing the choices on the 
first directory menu, the systems says: 
‘This directory will help you find a person’s extension by their department. ” 
[PH-Dir_ThisDirWill] 
Then, it creates a menu of choices automatically: 
‘%br , press cone-key dialing choice>... ” 
For example, in Figure 21 the system creates the conversation as follows: 
‘
						

							Reference Manual Directory Assistance 39 
_: 
If an outside caller presses a key for a directory group, the system says: 
“. You may dial the extension at any time. ” 
[PH-Dir_VouMayDiaiExt] 
For example, if an outside caller presses 2 at the first directory menu, the system 
says: 
“Shipping. You may dial the extension at any time. ” 
Then, the system plays each directory group member’s recorded name, and his or 
her Extension # ID: 
“4ubscribet-S recorded name>, 
						

							40 Directoty Assistance ExecuMail6.5 
n If you are not grouping subscribers by department, be sure to re-record the 
prompt that introduces the first directory menu. See the guide Changing the 
System Conversation for steps. 
n Test numeric directory assistance. Call the system as an outside caller, and 
select each choice on each directory menu or sub-menu. Make sure the 
system handles your call as desired. 
Adding a Directory Group or Directory Menu 
The system manager maintains numeric directory assistance at the Groups 
Screen. 
To add a new directory group or menu: 
1. 
Sign in to the system. Press m to display the Groups Screen. 
2. Press IF8) to add. 
3. Press a a a to highlight Directory 
Assistance [e-l). 
4. Press (-Enter) to select Directory Group, or press a to highlight 
Menu 
for Directory [-Enter). 
5. Type the name for the directory group or menu [-Enter). 
6. The system prompts you for a System ID for the directory menu. Adding a 
System ID is optional. However, to allow callers to a&zss the directory 
group or menu by pressing an ID, or to route callers to the directory group 
or menu automatically, you must use a System ID. 
To skip adding a System ID, press [j]. 
To add a System ID, type up to ten characters - letters, numbers, or the 
dollar sign ($) - and press (e-l). 
7. Record a name for the directory group or menu using a local connection. 
For more information, see the topic 
Recording Voice Fields. 
NOTEz A recorded name is required. If there is no recording, the directory 
group or directory menu will not appear in numeric directory assistance. 
Deleting a Directory Group or Directory Menu 
When you delete a directory group or directory menu, the system automatically 
removes it from any directory menus which contained it. Note that this could 
create a gap in a directory menu. For example, if the Shipping directory group 
were removed from the example in Figure 22 on page 38, the first directory menu 
would announce 
‘&For Sales, press 1. For Customer Setvice, press 3. ” 
To delete a directory group or directory menu: 
1. 
Sign in to the system. Press [mHZ) to display the Groups Screen. 
2. Press m or m repeatedly (or use the Jump command) to 
display the directory group or directory menu.  
						

							Reference Manual Directory Assistance 4 1 
. . 
-” 
L’ 
‘;. 
/’ 
‘ 
. 
3. Make sure the cursor is positioned in the top portion of the screen. Press 
a to delete. Press a to confirm the deletion, or press @ to cancel it. 
4. To delete additional directory groups or menus, repeat steps 2 and 3. 
Adding Subscribers to a Directory Group 
1. 
2. 
Sign in to the system. Press [Clrl)lGI to display the Groups Screen. 
Press m or IPsDnl repeatedly (or use the Jump command) to 
display the directory group, 
Press [F8). 
Press [-I) to select Meniber. 
Type the first few letters of the subscriber’s last name l-1. The system 
displays the first subscriber whose last name matches the letters you typed. 
6. Press @ to select and add the name. The system automatically includes the 
subscriber’s recorded name and Extension # ID. 
Or, press Q to see the next match. 
7. 
8. Repeat steps 3 through 6 until you’ve added all the subscribers you want. 
Press (Escl to exit. 
Deleting a Subscriber from a Directory Group 
1. 
Press IClrlHG) to display the Groups Screen. 
2. Press m or m repeatedly (or use the Jump command) to 
display the directory group. 
3. Press Q until you highlight the name of the subscriber you want to delete 
from the directory group. 
4. Press [nl. Press Q to remove the member. Press @ to cancel. 
5. To remove additional members, repeat steps 3 and 4. 
Assigning a Choice to a Directory Menu 
You can add directory groups or directory sub-menus to a directory menu. 
NOTE: The directory group or directory submenu you want to assign as a 
choice on a directory menu must already be added to the system. 
To add a choice to a directory menu: 
1. 
Sign in to the system. Press [Clr!HG) to display the Groups Screen. 
2. Press m or m repeatedly (or use the Jump command) to 
display the directory menu.  
						

							42 Directorv Assistance ExecuMail6.5 
3. Press a until you move the cursor to a blank Directory Name field. 
4. Press [F8). The system prompts you to type the name of the directory group 
or sub-menu you want to add. Type the first few letters of the name and 
press l-1. 
5. The system displays the first match for the letters you typed. Press a to 
select the name. Press Q to select another matching name. 
6. Repeat steps 3 through 5 until you’ve added all desired groups or menus. 
Removing a Choice from a Directory Menu 
Removing a choice from a directory menu does not delete the directory group or 
directory submenu from the system. Removing a choice just prevents the system 
from listing it on the directory menu’s one-key dialing menu. 
To remove a choice from a directory menu: 
1. 
Sign in to the system. Press (=lfZ] to display the Groups Screen. 
2. Press m or IPsDnl repeatedly (or use the Jump command) to 
display the directory menu. 
3. Press a until you highlight the name of the directory group or directory 
menu you wish to delete. 
4. Press [nl. The system asks for confirmation. Press a to confirm the 
deletion. or press @ to cancel it. 
5. To remove additional choices from the directory menu, repeat steps 3 and 4. 
Testing Numeric Directory Assistance 
After you’ve added numeric directory assistance to your system, test it to make 
sure it works as you expect. 
To test numeric directory assistance: 
. 1. 
Be sure you’ve already recorded an appropriate Opening Line. 
2. Dial the system. Listen to the Opening Line. Make sure it mentions the 
System ID a caller presses to reach numeric directory assistance. If you’re 
using a numeric directory and the automatic d&ctory, be sure the Opening 
Line clearly explains how a caller chooses either type of directory assistance. 
3. Press the System ID for numeric directory assistance. Listen for the brief 
instruction that plays after the Opening Line. - 
‘, . . 
:.- 
. . 
-.. 
:. 
.  
						

							I 
Reference Manual Directory Assistance 43 
4. Try each of the available directory groups and sub-menus. Listen for clear, 
complete instructions for each directory group and directory sub-menu. If 
the system skips any choices you’ve set up, make sure there is a name 
recorded. 
NOTE: Make sure each directory menu and directory group has a name 
recorded. A recorded name is required. If no name is recorded, the item will 
not appear in directory assistance. 
Allowing System IDS During Directory Menus 
You can set the system to pause a certain number of seconds for additional 
touchtones before routing the call to the directory sub-menu or directory group 
listed on a directory menu. This allows callers to press full System IDS during 
directory menus. 
You set how long the system waits between touchtones using the MK option in 
the 
Startup field on Line 58 of the QuickStart Application Screen, Page 6. 
52. Max person-person recording: 300 sets Max screening recording: 6 
53. Skip back time on #: 4 Max ID attempts: 4 Bad ID Goto--) 
54. Record Pauses...Beginning: 5 Short ending: 
2 Long ending: 3 
55. Beep on record? Yes Disk full warning at: 15 mins left 
56. Blank PC screen? Yes Screen Type: Auto Keypad: Q=?, ik9 keys 
51. OS Surrender- Daily: Weekly: Monthly: 
58. Startup: MKl Error notices to: 0 
59. ID for Alpha Directory: 555 Auto xfer? Yes ID for Num Groups: 
Public Fax Box 
Fax ID: SFAKBOX Transfer? No Alt Action: Operator 
Voice name: 0:02 Await-Ans-->4 Rings 
Holding? No Announce: Always 
Figure 23: MK Startup option, QuickStart Application Screen, Page 6 
To set how many seconds to waft for touchtones during a diiectory menu: 
1. 
Sign in at the system console. Press [Psonl repeatedly to display the 
QuickStart Application Screen, Page 6. 
2. In the Startup field, press Q repeatedly to move the cursor to the end 
of any options already in the field. Type MK~, where n represents the 
number of seconds you want the system to wait before processing a 
touchtone entered at a directory menu. For example, enter MK1 if you want 
the voice mail system to wait 1 second before processing the touchtone. If 
there is no MK option set, or if the MK option is set to zero (MK0), the 
system does not allow callers to override the one key dialing offered during 
directory menus. 
3. Press (i?iiEEnter). 
/ 
i 
.  
						

							44 Directory Assistance ExecuMail6.5 
Ideas for Using Directory Assistance 
In addition to the directory assistance features aiready described, you can use 
transaction boxes to create special call routing applications that supplement or 
even replace the automatic directory or the numeric directory. For example, the 
system comes with a sample departments transaction box using the System ID 
411. This System ID is mentioned in the default Action prompt: 
‘lfyou’re calling horn a touchtone phone, you may enter the extension at any time. 
If you don’t know the extension, press 41 I for a directory. ” 
[Action] 
Callers who dial 411 then hear the greeting for the departments transaction box: 
“‘Press 1 for Sales, 2 for Support, or 3 for a list of all personnel. Once again: press I 
For Sales, 2 for Support, or 3 for a list of all personnel.” 
This greeting is recorded in the sample transaction box’s Greeting Day field. 
Notice that callers who want to reach a particular subscriber rather than a 
particular department can still press 555 to reach automatic directory assistance. 
This option is also mentioned to callers in the departmental directory as a 
one-key dialing option: I‘... 
press 3 For a list of all personnel. ” Figure 24 shows how 
the Departments Box routes callers. 
Opening Line 77mk you for calling the X?2 Wdgef 77mk you for calling the X?2 Wdgef 
Coqm3tkm! If you are calling from a 
11I-I 
touchtone phone, you may enter the 
extension at any time. If you do not 
know the extension, press 4 1 I for a 
directory... 
Figure 24: Using the Departments Box for directory assistance 
The Transaction Directory page for Box 411 is shown in Figure 25. You can use it 
as a model for any other call routing applications you might create. Refer to the 
Transaction Boxes topic for details.  
						

							Reference Manual Directory Assistance 45 
One key dialing: 1~700 
6> 2>800 3>555 4> 5> 
7> 8> 9> o> 
I 
Figure 25: The Departments Box (Box 411) 
Offering Automatic and Numeric Directoty Assistance 
You can also use transaction boxes to route callers to either automatic directory 
assistance or numeric directory assistance (Figure 26). 
‘Thank you for &fing tie XE’ Wget 
Corporafionl If you are calling fmm a 
iouohfone phone, you may enter the 
Transaction Box System ID: 411 “To spell a person’s name and 
! hear the person’s extension number, 
press 1. For a list of depmiments and 
their personnel, press 2.’