Comdial Execumail Voice Processing System 6.5 Instructions Manual

							126 Opening Line ExecuMail6.5 
Opening Line 
The Opening Line is the system’s greeting for outside callers. Like other parts of 
the system conversation, the Opening Line is composed of phrases and prompts. 
Each 
phrase is a set of instructions that tells the system which prompt (or 
prompts) to play at a given point in the conversation. Each 
prompt is an actual 
recording the system plays. 
Here is a sample Opening Line: 
“‘Hello, ExecuMail Messaging System. If you are calling from a touchtone phone, 
you may enter the extension at any time. If you don’t know the extension, press 411 
for a directory. Otherwise, please stay on the line and an operator will be right with 
you. ” 
[PH-Open-HelloThislsThe] 
[PH~Open~lfYouKnowExtension] 
Since this greeting is often the first contact people have with your organization, 
you may want to customize the Opening Line to announce your organization’s 
name and greet callers in the organization’s own “official voice”. 
The Opening Line Prompts 
Unlike other parts of the system conversation, the prompts used in the Opening 
Line phrases are 
not used in any other system phrase. You can rerecord these 
prompts without affecting any other phrases in the system. These special, unique 
prompts are stored in voice fields on Lines 10, 11, and 12 of the Quick&art 
Application Screen, Page 2 (Figure 62). 
Day Nt Day Nt Day Nt Day Nt Day Nt 
I I 1 I I 
10. Intro (Hello, this is...): QP 
						

							Reference Manual Opening Line 127 
The Intro prompt (Line 10) answers the call, announcing the organization’s 
name. This prompt is played only once per call, when the system first answers. 
The Action prompt (Line 11) tells callers what they can do to reach their 
intended extension or department. For example, the Action prompt can direct 
callers to: 
n Automatic directory assistance 
n Numeric directory assistance 
n The Public Fax Box 
m A voice detect box 
n A transaction box 
When a caller presses the pound key (#) to restart a call, the system begins again 
at the Action prompt (not the Intro prompt). 
The Otherwise prompt (Line 12) reassures callers that the system will help 
them if they need human assistance or don’t have a touchtone phone. Because 
human assistance may not be available 24 hours a day, the system provides 
separate Day Mode and Night Mode 
Otherwise prompts. Callers who don’t 
have touchtone phones can be routed to a voice detect box, which allows them 
to respond to prompts by saying “Yes” or remaining silent. If using voice detect, 
you should delete the 
Otherwise prompt. For details, see the topic Voice 
Detect. 
Although the Opening Line is composed of three separate prompts, callers hear 
the prompts as if they were a single greeting. For the exact wording of the 
original system Opening Line prompts, see the guide: 
Changirzg the System 
Conversation. 
Port-Specific and Day/Alight Opening Line Prompfs 
You can record different Intro, Action, or Otherwise prompts by port for 
both Day Mode and Night Mode (Figure 63). This structure gives you added 
flexibility for special applications such as dedicating one port as a public 
information line, sharing a voice mail system between two organizations, or 
localizing services in several languages. 
Day Nt Day Nt Day tat Day Nt Day Nt I I I I 
10. Intro (Hello, this is...): QP 
						

							128 Opening Line ExecuMail6.5 
Each Port n Day/Nt pair of columns contains the voice fields for Opening 
Line prompts you want the system to play 
for that specific port only. For 
example, you could record Spanish prompts in the Port 4 DaylNt columns 
and publish a separate telephone number for that port. Only the callers calling 
port 4 would hear the Spanish prompts. 
If a voice field contains a recording, that field displays a number. The number 
represents how many seconds the recording lasts. Prompts lasting longer than 9 
seconds are indicated by >9. 
NOTE: A voice field may contain the letters QP, which means the recording 
is indexed for “Quick Play”, a feature that speeds the system’s conversation. 
(Quick Play is discussed later in this topic.) On the QuickStart Application 
Screen, Page 2, only the recordings in the All Ports Day voice field may 
be indexed in Quick Play. The recordings in the All Ports Nt and the 
Port n Day/Nt voice fields cannot be indexed for Quick Play. 
.,: 
‘. 
: 
If a voice field does not contain a recording, that field displays a left arrow (x-). 
If there is an arrow in the All Ports Nt column, the system plays the All 
Ports Day prompt. 
When Opening Line prompts are recorded in columns other than All Ports 
Day, the system decides which prompt to play based on the following priority: 
,. 
:. 
Prompt Priority in Day Mode Prompt Priority in Night Mode 
I 
1st: 
Port n Day prompt 1st: Port a Nt prompt 
2nd: 
All Ports Day prompt 2nd: Port n Day prompt 
3rd: All Ports Nt 
prompt 
4th: All Ports Day prompt 
Figure 64: Prompt priorities in Day Mode and Night Mode 
During Day Mode, the system plays the Port P Day prompt. If there is no 
prompt recorded in that voice field, the system plays the All Ports Day prompt. 
During Night Mode, the system plays the Port n Nt prompt. If there is no 
prompt recorded in that voice field, the system plays that specific port’s Day 
prompt. If there is 
no prompt recorded there, the system plays the All Ports 
Nt prompt. If there is 
no prompt recorded there, the system plays the All 
Port8 Day prompt. 
NOTE: The left arrow ( < - ) indicates that the system uses the prompt in the 
All Port8 Day or All Ports Nt field, and 
not the previous port’s 
prompt. If you want several, but not 
all, ports to play the same prompt, copy 
the desired prompt to the voice field for each of the desired ports. For details 
on copying a prompt, see the topic 
Recording Voice Fields. I  
						

							Reference Manual Opening Line 729 
Re-Recording Opening Line Prompts 
Each Opening Line prompt is recorded in a voice field on the QuickStart 
Application Screen, Page 2. For details on how to rerecord the Opening Line 
prompts, see the topic 
Recording Voice Fields. 
Storing Opening Line Prompts 
The system stores the Opening Line prompts in separate DOS sound files in the 
Opening Line prompt set’s subdirectory (OP). 
When an Opening Line prompt is recorded in a column other than the 
All 
Ports Day 
column, it keeps the same filename as the prompt stored in the 
All Ports Day column, but changes the extension. The filename extension 
first indicates whether the prompt is played in Day Mode (A for AM) or Night 
Mode (P for PM). Next the filename extension indicates the number of the port 
(1, 2, 3, and so on) which plays the prompt. 
For example, the 
Otherwise All Ports Day prompt is stored with the 
filename OPO03 (Opening Line prompt set, prompt number 3). 
The Otherwise 
prompt in the Port 2 Day column is named OPOO3.A2, and the Otherwise 
prompt in the Port 2 Nt column is named OPOO3.P2. 
Original Opening Line Prompts 
Unless you make recording changes, the following voice fields contain the 
original Opening Line prompts shipped with the system: 
Original Opening Line Prompt Voice Field Location 
Intro (Day and Night prompts) 
Action (Day and Night prompts) 
Otherwise (Day prompt) 
Otherwise (Night prompt) All Ports Daycdumn 
All Ports Day 
column 
All Ports Daycolumn 
All Ports Nt 
column 
Entering Toucbtones during the Opening Line 
The system is listening for touchtones during all three Opening Line prompts. If a 
caller enters a valid System ID, the caller is routed to the appropriate subscriber, 
directory assistance, transaction box, interview box, directory menu, or directory 
group with that ID. 
If a caller enters a valid Persona1 ID, the caller is routed to his or her mailbox.  
						

							130 Opening Line ExecuMail6.5 
If the caller does not press any touchtones, the call is automatically routed to the 
System ID entered in the system 
ID if no TTs field on Line 13 of the 
QuickStart Application Screen, Page 2. This field typically has: 
l The System ID of your Operator Box, if you want callers to speak to an 
operator when they are calling from a rotary phone or don’t know which 
extension to enter. 
n The System ID of a voice detect box, if you want callers to use the system’s 
voice detect feature when they are calling from a rotary phone or don’t 
know which extension to enter. 
Using the Voice Detect Feature 
You use the system’s voice detect feature to handle callers who cannot enter 
touchtones. These callers are routed to a voice detect transaction box, which 
allows them to respond to prompts by saying “Yes” or remaining silent. Using 
Voice Detect changes the Opening Line structure. For details, see the topic 
Voice 
Detect. 
Quick Play 
Whenever you rerecord new prompts for the Opening Line, you will want those 
prompts to be played from Quick Play rather than from the system’s hard disk. 
For more information on how to include these prompts in the Quick Play feature, 
see the topic 
Quick Play. 
NOTE: On the QuickStart Application Screen, Page 2, only the recordings in 
the All Ports Day voice field may be indexed in Quick Play. The 
recordings in the All Ports 
Nt and the Port n Day/Nt voice fields 
cannot be indexed for Quick Play. 
For related information, see: 
8 Directory Assistance 
n Faxes & the Public Fax Box 
n Operator Box 
i Port Applications 
n Public Interview Box & Public Messages 
n Quick Play 
n Recording Voice Fields 
n Schedules 
n Transaction Boxes 
8 
Voice Detect 
%a also: 
n The Changing the System Conversation Guide 
_ 
;:., 
:- 
.: 
‘. 
‘. 
. . 
I’ 

						

							Reference Manual Operator Box 13 1 
Operator Box 
No automated attendant product can completely replace a human operator. 
ExecuMail provides a specialized transaction box, called the Operator Box, for 
handling calls that go to the operator. 
Use the Operator Box to define the operator’s extension, call transfer settings, 
greetings, and the actions the system should take when the operator is 
unavailable. You can decide how you want the system to handle callers after 
hours. You can also create multiple operators, one for each port, by setting up a 
new transaction box for each operator. 
This topic describes how to customize the Operator Box for your application. The 
Operator Box is on the QuickStart Application Screen, Page 3 (Figure 65). With a 
few differences, the Operator Box is essentially a transaction box for your 
operator. Most of the Operator Box’s features are described in detail in the 
Transaction Boxes topic. 
. . . . . . . . ., . . 
~~~~~~~j~~~~~~~~~~~~~ 
.2.0’ ..\....... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 
Set up System Operator 
system ID: 0 Voice name: 0:Ol 
>Greeting -->Action 
Day? Yes-->, 0 BDay: 0:lO 
Day: GotoID-->$PM 
Nite? No Nite: 0:08 Nite: GotoID-->$PM 
Await-Ans-->4 Rings 
Alt: 0:08 Max-msg: 90 set 
Intro: 0:02 Holding? No Edits OK? Yes 
Transfer Options : 
Active: D/N Send Msg Urgent? No 
After Msg: Say-bye 
Alternate System IDS for Special Operators on each Port: 
Figure 65: The Operator Box, QuickStart Application, Page 3 
The Operator’s System ID 
The default System ID for the Operator Box is 0 (zero), but you can change it if 
you wish. Note that the Operator Box System ID may or may not be the same as 
the operator’s actual telephone extension. The operator’s actual telephone 
extension number is entered in the 
Transfer section’s fields: Day? Yes--> 
and Nite? Yes-->. 
If the caller does not press any touchtones while listening to the Opening Line, 
the system automatically dials the System ID entered on Line 13 of the QuickStart 
Application Screen, Page 2 (Figure 66).  
						

							132 Operator Box ExecuMail6.5 
Day Nt Day Nt Day Nt Day Nt Day Nt 
I I I I I 
10. Intro (Hello, this is...): 
QP 
						

							Reference Manual Operator Box 133 
The following call transfer type options apply only if call transfer is set to Yes: 
Release [Release] 
This is the best call transfer type to use for transferring calls to the operator. Calls 
appear at the operator console as direct trunk calls. However, the operator’s 
console must support automatic camp-on of multiple calls transferred to it. 
AwaitAnswer [Await-Anal 
This call transfer type is used when the operator console cannot support 
automatic camp-on of multiple calls. If your operator doesn’t answer a call routed 
through ExecuMail after the designated number of rings, ExecuMail plays the 
Operator Box’s greeting and performs the designated action. The possible actions 
you may select are explained later in this topic. Set the number of rings the 
system should wait to 7 or 8 rings. 
WaitforRingback [Wait-Ring] 
When the call transfer type is Wait for Ringback, the voice mail system puts the 
caller on hold and dials the operator’s extension. If the extension rings the 
number of times specified in the Rings field, the voice mail system releases the 
call to the Comdial telephone system. 
If the operator’s extension answers while the voice mail system is counting rings, 
the voice mail system puts the call through. If the extension is busy, the voice 
mail system plays the operator’s greeting and takes the specified action. 
Rings 
Applies for the call transfer types Await Answer and Wait for Ringback only. This 
field indicates the number of times ExecuMail should ring the operator’s 
extension before taking the next step in 
the Transfer -> Greeting -> Action 
structure. 
Intro 
This is a voice field containing a short recording which the system plays to the 
caller before attempting to transfer the call to the operator. The default Intro 
recording is 
‘1’11 transfer you now. ” You may rerecord it if you wish, as explained 
in the topic 
Recording Voice Fields. 
Holding? 
When this field is set to Yes, the caller may press a touchtone to hold for the 
operator when the operator’s line is busy. When this field is set to VOX, the caller 
may say “Yes” to hold for the operator. When this field is set to No, call holding 
is turned off. Call holding is only available with the Await Answer and Wait for 
Ringback call transfer types. For more information, see the topic on 
Call Holding. 
Transfer Options 
This field controls how calls are transferred to the operator. The call transfer 
options (except for D Dialtone Detection) can only be used if the call transfer 
type is Await Answer. The possible options are:  
						

							134 ODerafor Box ExecuMail6.6 
A [Announce] 
The operator hears a beep before being connected to the caller. 
c [Confirm] 
Before a call is transferred, the operator can choose whether to take the call. If 
the call is refused, the system returns to the caller to play the operator’s greeting 
and then takes an action. 
D 
[Dialtone Detection] 
The voice mail system checks for dialtone before the call is transferred to the 
operator. Use this transfer option if the Comdial telephone system does not 
provide disconnect signaling. For this transfer option to work, you must also use 
the DT integration option. 
See the Switch Setup topic for details. 
I [Introduce] 
The operator hears “Call for ” before being connected to the 
caller. 
M [Message Screen] 
Callers are asked to record their name. Before the call is transferred, the operator 
hears 
“Call from recorded name>. ” If the caller leaves a message instead, the 
recorded name is added to the start of the message. Even if the caller doesn’t 
leave a message, the subscriber still receives the recorded name as a message 
box message. Do not use with the 
s call transfer option. 
Callers are asked to record their name. Before the call is transferred, the 
subscriber hears 
“Call from . ” The recorded name is not saved. 
Do not use with the 
M call transfer option. 
I I NOTE: We do not recommend using the Introduce, Screen, Message Screen, 
or Confirm transfer options for the operator. 
Dialtone Detection 
If the Comdial telephone system does not provide disconnect signaling, be sure 
to use the Dialtone Detection 
(D) transfer option for the Operator Box, and turn 
on dialtone detection in the 
Integration Options field on the Switch 
Setup Screen, Page 1. The D transfer option helps reduce the number of “hang- 
up” calls transferred to the operator. 
With the D transfer option, the voice mail system listens for dialtone before 
transferring a call to the operator. If it hears dialtone, it assumes the caller hung 
up during the Opening Line, and doesn’t transfer the call. Instead, the voice mail 
system clears the port, and gets ready to answer the next incoming call. 
i 
.: 
.: 
: 
For more details on dialtone detection, see the topic Switch Setup.  
						

							Reference Manual Operator Box 135 
,’ Greeting 
The Operator Box greetings are stored in the Greeting section of the screen. If 
a transfer to the operator’s telephone extension is not successful, the system plays 
the active greeting, and then takes the designated action. 
The Operator Box greetings can only be m-recorded by the system manager at 
the console. The Operator Box’s greetings can not be recorded by phone. 
The greeting does not have to be an actual “greeting”. It can be any message or 
announcement you wish. However, the greeting should be consistent with 
whatever action will be taken after the greeting. The possible actions you may 
select are described later in this topic. 
Greeting Day/Nite/Alternate 
These voice fields store the Operator Box’s greetings. The Operator Box can have 
3 separate recorded greetings. The fields display how many seconds the greetings 
last. 
Active 
This field tells you which greeting is currently active. 
D/N means the standard 
Day or Night greeting is active (depending on which mode the schedule is 
currently in). 
Alt means the alternate greeting is currently active. You set which 
greeting is active by changing the value in this field. 
The system plays the Operator Box greeting to a caller in these situations: 
n Transfer? No 
n Transfer? Yes 
Await -Ans 
--~7 rings 
No answer by the operator after 7 rings 
n Transfer? Yes 
Await -An8 --x7 rings 
Holding? No 
-OR- 
Transfer? Yes 
Wait-Ring-->7 rings 
Holding? No 
The operator’s line is busy. 
n Transfer? Yes 
Await-Ans-->7 
rings 
Holding? Yes or Vox 
-OR- 
Transfer? Yes 
Wait-Ring-->7 rings 
Holding? YesorVox 
The operator’s line is busy. The caller goes to the holding queue, then the 
caller chooses to leave a message.