Comdial Execumail Voice Processing System 6.5 Instructions Manual

							56 Interview Boxes ExecuMail6.5 
Setting Up an Interview Box 
Before setting up an interview box, you should write out your list of questions. 
For each question, decide on the maximum length of time a caller will need to 
reply. Note that your “questions” may include introductory statements or other 
information, as well as actual questions. You should also decide how the caller 
will be routed to the interview box. A caller may be routed to an interview box 
because: 
n The caller presses the interview box’s System ID in response to the system’s 
Opening Line or a menu of choices 
n A GotoID--a action in a transaction box, the Operator Box, or a Personal 
Directory 
n One-key dialing menu in a transaction box or a Personal Directory 
n The interview box’s System ID is entered for a specific port (day or night) on 
the QuickStart Application Screen, Page 2, line 13. 
The Interview Box Screen 
:: ,’ 
I- ,; ; 
System ID: $305 Voice name: 0:02 
- Question - Reply 
1. 0:OE sets 
2. 0:02 z sets 
3. 0:02 sets 
4. 0:02 ; sets 
5. 0:03 40 sets 
6. 0:03 sets 
7. 0:oo t sets 
8. 0:oo 0 sets - Question - Reply - 
9. 0:oo 
10. 0:oo i sets 
sets 
11. 0:oo 
E sets 
12. 0:oo sets 
13. 0:oo sets 
14. 0:oo i sets 
15. 0:oo 0 sets 
16. 0:OO 0 sets - Question - Reply - 
17. 0:oo sets 
18. 0:OO E sets 
19. 0:oo sets 
20. 0:oo 00 sets 
Send Msg Urgent? No 
After: Say-bye 
Figure 33: Sample interview box 
System ID 
An interview box is accessed through its System ID, which is defined when the 
box is created. See the topic on 
System IDS for more information on how IDS 
work. 
Voice Name 
Record a name for the interview box using a local connection. See the topic on 
Recording Voice Fields if you need instructions. The system plays the recorded 
name to the subscriber who owns the box when it announces that the box has 
messages. For example: 
‘
						

							Reference Manual Interview Boxes 57 
Reply 
After recording each question, type the maximum reply time, in seconds, for the 
caller to answer the question. If the caller stops speaking before the end of the 
maximum reply time, the system will go on to the next question. Set the reply 
time to zero for any questions which are actually statements or for which no 
response is expected from the caller. 
The system waits until the caller is finished answering a question before asking 
the next question (up to the maximum reply time). The length of time that the 
system pauses once the caller has finished his or her answer is determined by the 
Long Ending Pause and Short Ending Pause fieldsontheQuickStart 
Application Screen, Page 6. If the reply time is set less than 30 seconds, the 
system 
uses the Short Ending Pause. Otherwise,it uses the Long Ending 
Pause. 
See the Messages topic for further information. 
Send Msg Urgent? 
This field controls whether outside callers are asked to leave urgent messages in 
the interview box. If this field is set to Yes, every message from an outside caller 
is marked urgent. If this field is set to 
Ask, the system asks an outside caller 
whether to mark the message urgent. If this field is set to 
No, outside callers 
cannot leave urgent messages. 
After 
Select an appropriate action to be taken after the interview is completed. The 
possible actions are the same as for transaction boxes, except that 
T for Take a 
Message is not allowed. The actions are explained in detail in 
the Transaction 
Boxes topic. The most common actions after an interview are Say-bye or 
hangup. The 
actions allowed are: 
G [Go to System ID] 
The system routes the call to another System ID. You must type a valid System ID 
directly to the right of 
the GotoID- -> arrow. (For example, GotoID--> $PM 
routes a call to the Public Interview Box.) Be careful not to create a closed loop 
of linked System IDS, in which each ID routes back to the other. 
The system immediately hangs up, without saying goodbye. 
o [Transfer to Operator] 
The system routes the call to the Operator Box (QuickStart Application Screen, 
Page 3). 
R [Restart] 
The system returns the call to the Action prompt of the Opening Line. 
S [Say Goodbye] 
The system says 
“‘If you need further assistance, press the pound key now. (oause> 
Thank you and goodbye, 
” then hangs up. 
Leaving a Message in an Interview Box 
A caller routed to an interview box hears the questions in the order recorded in 
the interview box. If the caller does not finish answering a question in the 
allotted reply time, the system goes on to the next question.  
						

							58 Interview Boxes EkecuMail6.5 
Retrieving Messages from Interview Boxes 
All responses to the interview are stored as a single message, with a beep 
between each response. The subscriber who owns the interview box does not 
hear the original questions when listening to the replies. If a caller did not answer 
one of the questions in the sequence, the subscriber hears two consecutive 
beeps. 
Messages from an interview box can be retrieved only by the subscriber who 
owns the box. You can listen to your interview box messages in the same manner 
that you listen to new messages, by calling the system and entering your 
Personal ID and security code. !_: 
: 
‘I : 
:.I 
Deleting an Interview Box 
To delete an interview box 
1. Sign in to the system. 
. 
2. Press m to jump to the Transaction Directory. 
3. Press m or IPgDn) or use the Jump command to display the correct 
interview box. 
4. Press 0 for the Delete Menu. 
5. Press [w) to select 
Box. 
6. Press I.-) to confirm. 
Deleting Messages from Interview Boxes 
Once you have heard an interview box message, the message will be deleted 
according to the same schedule as other messages. A system manager at the 
console can, however, delete all messages from a specific interview box. 
To delete an interview box’s messages: 
1. Sign in to the system. 
2. Press m to jump to the Transaction Directory. 
3. Press m or (PgDnl or use the Jump command to display the correct 
interview box. 
1:. 
‘-... 
I . . . 
4. Press 0 for the Delete Menu. ‘-_ 
5. Press a to highlight 
All Messages and press (-3. 
6. Press [-Enter) to confirm.  
						

							,, -- 
‘, 
Reference Manual Interview Boxes 59 
For related information, see: 
n Call Transfer & Call Screening 
I Message Playback 
n Public Interview Box & Public Messages 
n System 1D.s 
I 
Transaction Boxes  
						

							60 Keypad Maps ExecuMail6.5 
Keypad Maps 
Telephone manufacturers in many countries have tried to standardize the 
location of the letters that appear on a telephone keypad. For example, in the 
United States, the letters “ABC” always appear on the 2 key. However, the 
location of letters on the keypad can vary between countries and between 
different telephone manufacturers. For example, many keypads do 
not show the 
letters Q and Z, while others may show them on the 1, 7, 9, or 0 key. 
This topic describes how the voice mail system works with the selected keypad 
map. 
NOTE: Comdial strongly recommends using the 
default keypad map that 
came with your system. 
Keypad Maps on the System 
The system supports five keypad maps shown on page 61. For more details on 
working with the keypad map which uses numbers only, see the topic Numeric 
Access. If you need further assistance, contact Comdial Technical Support. 
The Wildcard Key 
Some lettered keypads support a wildcard key. This is an unlettered key which 
matches any letter or digit. Subscribers and outside callers can use the wildcard 
when they are unsure of a spelling. For example, the Q =7, Z=9 keypad map 
(Figure 34) uses the 1 key as a wildcard. Pressing 7-l-l matches all names which 
begin with P, Q, R, or S. This is because the 7 key maps to P, Q, R, or S, and the 
1 key (the wildcard) maps to any letter. 
The Numbers Only keypad (Figure 38) has a wildcard key that is only used by 
subscribers to locate numbered message groups. For example, pressing l-l-l 
matches all numbered message groups in the system.  
						

							62 Keypad Maps ExecuMail6.5 
Checking Your Keypad Map 
You can check the name of your current keypad map in the Keypad field on 
Line 56 of the QuickStart Application Screen, Page 6. This field is for display only. 
You may change your keypad map by using the REMAP utility, which is 
discussed later in this topic. 
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: Qm7, Zs9 keys 
57. OS Surrender- Daily: Weekly: Monthly: 
58. Startup: Error notices to: 0 
59. ID for Alpha Directory: 555 Auto xfer? 
Yes ID for Num Groups: 
Public Fax Box 
Fax ID: SFA~BOX 
Transfer? No Alt Action: Operator 
Voice name: 0:02 Await-Ans-->4 Rings 
Holding? No Announce: Always 
Figure 39: QuickStart Application Screen, Page 6 showing the keypad map 
When to Change the Keypad Map 
The voice mail system uses one keypad map system-wide. The keypad map is 
selected during system installation. After installation, there are only two reasons 
to change the keypad map: 
n A company installing a new Comdial telephone system may want to change 
its keypad map if the keypad on the new phones are different from those on 
the old phones. 
n An organization may want to change its keypad map to better match the 
keypad of the majority of its outside callers. 
Considerations 
Before changing your keypad map, consider the following questions. 
. Do you want to accommodate internal subscribers or outside callers? 
Organizations should try to accommodate both internal subscribers and 
outside callers. When that isn’t possible, most organizations select the 
keypad map that matches the keypad on their internal subscribers’ 
telephones. 
In some applications, however, you may want to accommodate your outside 
callers instead of your internal subscribers. For example, if you have an 
import/export business, you may want to select the keypad map which best 
accommodates your suppliers or clients, rather than your internal staff. 
c,:,  
						

							:’ i Reference Manual Keypad Maps 63 
w What do you want callers to hear? 
If the letters Q and Z do not appear on most callers’ telephone keypads, 
consider using the Q= 7, Z=9 keypad map (Figure 34). A system using this 
keypad map tells callers where to find Q and Z. Callers leaving messages or 
using the automatic directory will hear: 
“Please press the first three letters of the person’s last name. For Q, press 7. 
For Z, press 9. Please enter the letters now. ” 
[PH-Dir-PleasePressLetters] 
If the letters Q and Z do appear on most callers’ telephone keypads, 
consider using one of the lettered keypad maps shown in Figures 35, 36, or 
37. Callers leaving messages or using the automatic directory will hear: 
“‘Please press the first three letters of the person’s last name. ” 
If 
only numbers appear on most callers’ telephone keypads, consider using 
the Numbers only keypad map (Figure 38). For details on systems using 
numbers only, refer to the topic Numeric Access. 
Changing the Keypad Map 
To change the keypad map, you must use the REMAP utility. If there are 
problems during remapping, contact Comdial Technical Support for guidance in 
resolving the problem before continuing. 
NOTE: The system must be shut down to reconfigure the keypad map. 
Ideally you should do this when there is little call traffic on the system. If 
you 
must change the keypad map while calls are coming in, forward all voice 
mail lines to the operator. 
1. Exit the voice mail software by pressing @ until you see the question: 
Are you sure you want to exit and disconnect all 
lines? Press Q. Type a valid System Manager ID l-1. 
2. At the voice mail system’s directory, type REMAP [j]. 
3. When the REMAP utility menu (Figure 40) appears, type the number of the 
desired keypad map [=Enter). 
REMAP Version 2.0 - Keypad Remapping Utility 
Copyright (c) 1983 - 1994, All Rights Reserved 
Please specify the desired keypad mapping by selecting a digit... 
Current keypad map -> 1. Q=l. Z=9 keys 
:: Cosmos (Sweden) 
QZ on the 1 key 
4. QZ on the Cl key 
5. Numbers only 
New keypad map -x 
:igure 40: Sample REMAP utility menu 
REMAP displays the name of the keypad it is remapping to and lets you 
know when it has successfully remapped the system.  
						

							64 Keypad Maps 
ExecuMail6.5 
If remapping causes ID conflicts, an error message appears. It gives 
onscreen instructions for you to exit REMAP, sign in to the voice mail 
system, resolve the conflicts, and then rerun the REMAP utility. You 
must 
resolve all ID conflicts before REMAP will change to the new keypad 
map. 
You may review the file REMAP.LOG for a record of errors. 
4. Make sure there is no disk in the floppy disk drive. Press [CtrlH~J(i5TJ to 
restart the system. Restarting can take three minutes or longer. When the 
Banner Screen appears, the system is using the new keypad map. 
For relafed information, see: 
n Directoy Assistance 
n Numeric Access 
‘L 
,.‘.Z  
						

							Reference Manual Messages 65 
Messages 
The primary function of a voice mail system is to record and deliver messages 
efficiently. This topic presents an overview of message types, and their life cycle. 
It also explains the special delivery options that can be assigned to messages. 
Detailed information on message taking, message playback, message notification, 
and message delivery can be found in other topics. 
Three Message Types 
The system handles messages differently depending on whether it knows two 
things: the identity of the sender of the message and/or its recipient. 
/den tified Callers vs. Outside Callers 
When a caller enters a Personal ID, the caller is identified as a subscriber or 
guest enrolled on the system. This gives the caller access to more message 
features than a caller who is unidentified. Unidentified callers are termed 
outside 
callers. Any caller who has not entered a Personal ID is considered an outside 
caller by the system, even a subscriber who forgets to enter an ID or a person 
who calls from an extension of your Comdial telephone system. 
There are three types of messages on the system: 
Message Type 
One-way Message 
L&By: 
Outside Caller 
Left For: 
Subscriber 
I Twoway Message Subscriber or Guest Subscriber or Guest 
I 
Public Message Outside Caller or System Subscribers with public 
message access 
One-way and twoway messages are described in this topic. Public messages are 
discussed only briefly here. See 
the Public Interview Box & Public Messages topic 
for details. 
One-way Messages 
A one-way message is left for a particular subscriber by an outside caller. The 
voice mail system knows who the message is intended for but does not know the 
identity of the sender. When the subscriber hears the message, he or she can’t 
automatically reply to it, because the voice mail system does not know the 
sender’s identity.