Comdial Execumail Voice Processing System 6.5 Instructions Manual

							166 Recording Voice Fields ExecuMail6.5 
Appending Silence 
Anytime you record a prompt that asks a caller to press touchtones, you should 
include a pause so the caller has time to make a selection. 
Although you can add a pause simply by not saying anything while recording, 
you may inadvertently record background noise or static. To solve this problem, 
the system is shipped with a file called SILENCE, which contains a halfsecond of 
complete silence. Just append this DOS sound file to the prompt (either once, or 
as many times as you need to) to add completely silent pauses to the recording. 
To append silence to the end of a voice field recording: 
1. Sign in at the console. Before you begin, make sure the recording is 
contained in a voice field. 
2. Highlight the voice field for the recording that requires silence. 
3. Press a. The system displays the Command menu. 
4. Press I-1 to Copy. 
5. Press FJ for Into current field. 
6. 
Type SILENCE and press I-1. The system asks if you want to 
append or replace the prompt. 
7. Press a to append the silence. Once the silence is appended, the voice 
field displays how many seconds the recording, including the silence, lasts. 
Repeat these steps if you want to add another half second of silence. 
Copying Recordings 
You can use the /F2) command key to copy recordings from a voice field to a 
DOS sound file. You can then copy this same DOS sound file into another voice 
field to replace the existing recording. You can also copy the file to a floppy disk, 
to store it or use it in other voice mail systems. 
NOTE: The format of these DOS sound files is designed specially for the 
system’s voice boards. It is different from multimedia sound files such as 
.WAV files. 
To copy a recording from a voice field into a DOS sound file: 
1. Sign in at the console. Before 
you begin, make sure the recording is 
contained in a voice field. 
2. Move the cursor to the voice field for the recording you want to copy to a 
file. 
3. Press [F2) to display the Command menu.  
						

							Reference Manual Recordina Voice Fields 16 7 
4. Press (e) to Copy. 
5. Press Q for Out to a file. 
6. Type a filename (maximum 8 characters) and press (-Enter). If you are 
copying the recording to a floppy disk, remember to begin the filename with 
the drive letter 
(A: or B:). Each file takes about 3000 bytes (3K) of disk 
space per second of recording. 
To copy a DOS sound file into a voice field: 
1. 
Sign in at the console. Highlight the voice field you want to copy the 
recording into. 
2. Press [F2). The system displays the Command Menu. 
3. Press (-Enter) to Copy. 
4. Press ITJ for Into current field. 
5. Type the filename of the DOS sound file [-Enter). If you are copying the 
recording from a floppy disk, remember to begin the filename with the drive 
letter (A: or 
B:). Once the recording is copied, the voice field displays how 
many seconds the newly-copied recording lasts. 
NOTE: If there is already a recording stored in the voice field, the system will 
ask if you want to completely replace or append to the current voice field 
recording. For details on appending a recording turn to page 164. 
Deleting a Recording in a Voice Field 
WARN@&! If you accidentally delete a recording you made yourself, you 
cannot restore it unless you had copied the recording to a DOS sound file. 
However, you can recover original prompts recorded in the system’s “voice” 
from your system disks. For details, see Restoring Original Prompts later in 
this topic. 
To delete a recording: 
1. 
Sign in at the console. Highlight the voice field for the recording you want 
to delete. 
2. Press @. The system asks you to confirm. 
3. Press FJ lj=EC]. 
Restoring Original Prompts 
Any system prompt can be restored from the original voice mail system floppy 
disks. You may use the guide Changing the System Conversation to identify the 
phrase you want to change and the prompt or prompts which make up that 
phrase.  
						

							168 Rewrdina Voice Fields ExecuMail6.5 
To restore an original prompt: 
1. 
2. 
3. 
4. 
5. 
6. 
7. 
8. 
9. Refer to the guide Changing the System Conversation to find out: 
n The number of the prompt disk containing the prompt 
n The prompt’s filename (including the 2-letter prompt set code and 
3digit prompt number) 
Sign in to the system. Move to the screen which contains the voice field for 
the prompt you want to restore. Voice fields for the Opening Line prompts 
are contained on the QuickStart Application Screen, Page 2. Voice fields for 
the Operator Box prompts are contained on the QuickStart Application 
Screen, Page 3. All other prompts are contained on the Voice Prompt Editor 
Screen. When using the Voice Prompt Editor Screen, make sure you are 
viewing the correct prompt set. 
Highlight the voice field. 
Press IF2) for the Command Menu. 
Press l-1 for Copy. 
Press 0 for Into current field. 
Insert the correct prompt disk into the disk drive and close the latch. 
Type the disk drive letter, subdirectory name, and filename (for example 
A: \DT\DT006) and press [e-l]. (The subdirectory name is the same 
as the 2-letter prompt code.) 
Press @ to replace the current recording and copy the original prompt into 
the voice field. 
Recording Quick Way Prompts 
The voice mail system uses a feature called Quick Play to index the prompts 
most often used in the conversation. This allows the system to copy these 
prompts to an index file, so that they can be played quickly whenever they’re 
needed. Quick Play significantly speeds the flow of the conversation. 
You can rerecord Quick Play prompts (marked by QP in a voice field) the same 
way you record other prompts. However, until you restart the system, the newly 
recorded prompt will be played from the hard drive and not from Quick Play. 
WARNlNG! Restarting the system disrupts any calls in progress. Avoid 
restarting the system until after business hours. 
I 
:; 
You can change the list of prompts the system uses for the Quick Play feature. 
For details, see the topic 
Quick Play.  
						

							Reference Manual Recording Voice Fields 7 69 
For related information, see: 
8 
Operator Box 
a 
Opening Line 
n Port Applications 
n Public Interview Box & Public Messages 
n Quick Play 
m Schedules 
see also: 
n The Changing the System Conversation Guide 
8 The User’s Guide 
j  
						

							170 Remote Maintenance 
ExecuMail6.5 
Remote Maintenance 
ExecuMail offers a remote maintenance option that allows a system support 
representative to provide support and solve customer problems without visiting a 
customer’s site. Representatives use remote maintenance to link an off-site 
computer to ExecuMail and control the console. 
When the off-site computer and the console have been linked by a pair of 
modems and the remote maintenance software, their screens both display exactly 
the same information. Keystrokes entered on either keyboard affect the displays 
of both. In addition, the remote maintenance software allows you to do such 
tasks as transfer files between the offsite computer and the system console, print 
files stored on the system with a printer connected to the off-site computer, and 
more. Simply put, remote maintenance allows the off-site computer to monitor or 
control the execution of programs which are running on the system. 
For complete information on installing and using remote maintenance, see the 
guide which accompanies the Remote Maintenance Package. !, 
:  
						

							Reference Manual Reports 171 
Reports 
Your voice mail system can provide a great deal of information about your 
organization’s incoming and outgoing telephone calls. You can use the 
information to help make decisions about your organization, such as staffing 
levels, productivity, and your telephone equipment needs. 
The voice mail system provides 5 different types of reports: 
w 
Usage Reports 
I 
Directory Reports 
n Busy Ports Report 
n CallLog 
n Error Log 
You can view reports on the screen, or print them on a printer connected to the 
voice mail system. You can also copy reports to files, and import them into many 
word processing, database, and spreadsheet programs. 
This topic tells you about each type of report, and explains how to create and 
view each report. 
Storing Data for Reports 
Each day, the system creates a special file to store data about its actions and call 
traffic. The system uses these daily files to create your reports. 
The 
Call Report Aging field on the QuickStart Application Screen, Page 6 
(Figure 80) controls the number of days the system stores this information. By 
default, the system keeps information for the last 14 days. 
. .  :i:i,x-::ai,~~~~~~~~.~ ir@&rjj g$:g::j:‘~ kj: ..;;: “k< : ‘. ij$;;::~:: ‘?;,i;” xc:. ‘:%I .l’l’i$$;i 
: . . . . . . ,, 
50. Maximum . . . . . ..- -:-‘:. . . . . j::: . . . . . ,... .;. :...:... .::.:.: ,.,. 
Message Life: 4:.:.:~.~:,R:::.Ei~~~. ~~:~:.:is.~F,j,x,~~.~~~::.~::.. *.: :.Q :..$g:.: .::2:: ::~.~:::::i,:.:.~~~~.~::~~:~~:. &:.::.::i.j;;;;i 
4.g9..aays 
51. Public Hold/Archive msgs: 0 /2 
Ciil’l”~e~rt *ging:. .u.~~~s 
New Msgs: O=O:OO Total: o=o:oo 
52. Max person-person recording: 300 sets 
53. Skip back time on #: 4 Max screening recording: 6 
Max ID attempts: 4 Bad ID Goto--> 
54. Record Pauses-.-Beginning: 5 
55. Beep on record? Yes Short ending: 2 
Disk full warning at: 15 Long ending: 3 
mins left 
56. Blank PC screen? Yes 
57. OS Surrender- Daily: Screen Type: Auto Keypad: Q=7, Z=9 keys 
58. Startup: Weekly: Monthly: 
Error notices to: 0 
59. ID for Alpha Directory: 555 
Auto xfer? Yes ID for Num Groups: 
Public Fax Box 
Fax ID: SFAXBOX 
Transfer? No 
Voice name: 0:02 Alt Action: Operator 
Await-Ans-->4 Rings 
Holding? No Announce: Always 
Figure 80: QuickStart Application Screen, Page 6  
						

							172 ReDotis EkecuMail6.5 
While the system CQTI store a file for each of the last 365 days, to conserve disk 
space you should set the value in the Call Report 
Aging field to no more 
than 31 days. 
NOTE: If you choose a start date for a report that is earlier than the number 
of days in the Call Report Aging field, the report will cover only the 
number of days in the field. Always check the top of your report to find the 
actual start and stop dates for the report. 
Usage Reports 
Usage reports give you a picture of how much the voice mail system is being 
used over time. You can run a usage report for an individual guest, subscriber, 
Extension If ID, or System ID. You can also track usage of the entire voice mail 
system. You can create the report in either a bar graph or a table. You specify a 
range of days to be covered by the report. 
The Usage Bar Graph Reports 
For an individual guest, subscriber, Extension # ID, or System ID, the bar graph 
(Figure 81) shows the percentage of each hour that the person or box was using 
the voice mail system. This percentage is equal to the number of minutes the 
person or box used the system, divided by 60 minutes. 
lOA-11A: - (16%) 
llA-12P: 
B (14%) 
12P- 1P: m (22%) lP- 2P: - (8%) 
2P- 3P: - (3%) 
5P- 6P: (0%) 
Figure 81: Sample Usage Bar Graph Report - by subscriber 
When you run a usage report on a subscriber’s name or Personal ID, the report 
shows all usage for that mailbox. However, you can create a report that shows 
usage just for a subscriber’s message box (calls from outside callers) by running 
the report by Extension # ID. 
The bar graph report for the entire 
system shows the percentage of each hour 
that the voice mail system’s ports were in use (Figure 82). This percentage equals 
the number of minutes the ports were busy, divided by the number of minutes 
they 
could have been busy. The number of minutes they could have been busy 
equals 60 minutes times the number of ports on the system.  
						

							Reference Manual Reoorts 173 
II 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 
-- 
6~- 7A: co%;- -- 
-I- -I-- 
7A- 8~: . (2%) 
;;13;;: I (2%) 
: - (22%) 
pm;;: ,- (29%) 
(35%) 
lDI ;p: - (22%) 
2P- 3Pi (53%) 
(78%) 
3P- 4P: 
(31%) 
4P- SP: 
B (17%) 
SP- 6P: 
(0%) 
Figure 82: Sample Usage Bar Graph Report - for the entire system 
This report tells you when your voice mail system is busiest, so you can decide 
when you need to add ports to your system to answer more calls. 
The recommended maximum system usage is 80% for any given hour for systems 
with 4 or more ports, and less than 80% per hour on a 2-port system. 
For example, a 4-port system with 60 minutes of time available per port each 
hour, has a total of 240 minutes of “port time” per hour. If, during any given 
hour, Port 1 was busy for 55 minutes, Port 2 was busy for 50 minutes, Port 3 was 
busy for 45 minutes, and Port 4 was busy for 40 minutes, the percentage of time 
the system was used for that hour is: 
(55 + 50 + 45 + 40) I 240 = 79% 
Similarly, a 2-port system has 120 minutes of “port time” per hour. If, in one hour, 
Port 1 was busy for the entire hour and Port 2 was busy for 30 minutes, the 
percentage the system was used for that hour is: 
(60 + 30) / 120 = 75% 
Note in this example that because one port was always busy, and the second 
port was sometimes busy, there were times when no port was available, and a 
caller would get a busy signal. 
The Usage Table 
When you run the usage table for an individual guest, subscriber, Extension # ID, 
or System ID, the report totals the number of calls by system port, and totals the 
number of minutes the calls lasted (Figure 83).  
						

							174 Reports ExecuMail6.5 
6~- 7A: 0 0:oo 
0:oo 0 0:oo 0:oo 0:oo 
?A- 0A: 
21 0:02 0:oo 
8A- 9A: 0:03 0:oo : 0:02 0:oo 0:oo 
0:ol. 0:02 0:oo 
9A-10A: 11 0:31 Y 
0:02 0:09 ; 
0:15 i 
0:05 
lOA-11A: 8 0:16 2 0:04 : 0:lO 0:Ol 1 0:Ol 
llA-12P: 6 0:14 
12P- 1P: 12 0:22 3 0:Ol 
0:05 it 0:09 i 
0:oo 1 0:04 
0:ll 0:03 1 0:02 
lP- 2P: 5 0:08 
2P- 3P: 9 0:16 Y 0:oo 0:05 : 
0:Ol 0:02 
0:Ol 2 0:09 3 0:04 : 0:02 
3P- 4P: I 0:08 : 0:05 z 0:oo 
4P- 5P: 0:lO 0:02 0:05 E 0:oo 0:03 
0:oo :: 
0:03 
5P- 6P: 0 0:oo 0 0:oo 0 0:oo 0 0:oo 0 0:oo 
I 
Figure 83: Sample Usage Table Report - by subscriber 
A usage table for the entire system shows, for each hour of the day, the total 
number of calls answered by each system port, and the total number of minutes 
the calls lasted (Figure 84). The report also includes grand totals for day, night, 
and an entire 24-hour period. 
NOTE: For reports, 
DAY refers to the hours between 6:OOam and &OOpm, and 
NIGHT refers to the hours between 6:OOpm and 6:OOam. 
,.,......,.. . . . . . . . . . . . ,......... :.. ., . . . .\.. . . . . . . ,.,....... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ..I... . . . . . . . . . . . 
.;::,:i,:::::..:: .:::+: ‘:,::~l:::,:::i:ii.:::.,:: :: ‘.:.:‘:’ ..,. . . .: . . . . :.“::.:::.:i’:j;, :.::.::::, j: ,- 
I:::::::.‘.‘y.:‘:‘:; . . . . ‘.:Jw:-: ,..., 
” . . . . . . . . . . . . . . . . . . . . . 
.., .,.....,.,. .:.>::.:: . . ,.....,....... . . . . . . . . . . . . . .\.... . . . . . . . . . . . . . . . . . . . . . . . . .,.,. :.:. .::::. ::::::: 
. . :.:.:::.:.:.:.: . . . . :..F:::: .,..: .,i.../..........,.,,.......,.,..,.,.....~............................. . . . . . . . . . . . . . . . . . . . . . :.: : .:.:-:.: : >: : .,.,.,.,...,...,.... . . . .,.... ,.,.,.,,, ,.,, 
. . . . . . ..::.::::.:...:.:...:..... .A.. . . . . . . . . . . . . ..i........... ,....,... :.. ,,, 
Total Calls/Trme Usage Report For 02/01 to 02/03 Created:02/03/93 
TOTAL 
PORT 1 PORT 2 
Calls HH:MM Calls HH:MM Calls HH:MM PORT 3 PORT 4 
Calls HH:MM Calls HH:MM 
6A- 7A: 
0 0:oo 0 0:oo 0 0:oo 
?A- SA: 
0 0:oo 0 0:oo 0 0:oo 
8A- 9A: 
53 1:54 11 0:21 16 0:36 
9A-10A: 
47 2:15 10 0:24 12 0:41 
lOA-11A: 
64 3:Ol 21 0:58 13 0:52 
llA-12P: 67 2:18 26 0:45 
20 0:52 
UP- 1P: 46 1:Ol 
12 0:14 11 0:19 
lP- 2P: 57 I:51 16 0:42 
14 0:39 
2P- 3P: 64 2:08 
12 0:18 23 l:oo 
3P- 4P: 52 2:19 
8 0:21 14 0:33 
4P- 5P: 
8 0:19 7 0:17 1 0:02 
5P- 6P: 1 0:Ol 1 0:Ol 0 0:oo 
DAY 459 17:13 124 4:21 
124 5:04 
TOTAL 
PORT 1 
Calls HH:MM Calls HH:MM 
- 
- 
6P- 7~: 0 0:oo 0 
0:oo 
7P- 8P: 0 
0:oo 0 0:oo 
8P- 9P: 0 0:oo 
0 0:oo 
9P-1OP: 2 0:04 1 Q:O3 
lOP-11P: 0 0:oo 0 0:oo 
llP-12A: 0 0:oo 0 0:oo 
12A- 1A: 1 0:oo 1 0:02 
IA- 2A: 0 0:oo 
0 0:oo 
2A- 3A: 0 0:oo 
0 0:oo 
3A- 4A: 0 
0:oo 0 0:oo 
4A- 5A: 0 
0:oo 0 0:oo 
5A- 6A: 0 0:oo 0 
0:oo 
NIGHT 3 0:04 2 
0:05 
24 HRS 462 17:17 126 4:26 PORT 2 
Calls HH:MM 
- 
0 0:oo 
0 0:oo 
0 0:oo 
1 0:Ol 
0 0:oo 
0 0:oo 
0 0:oo 
0 0:oo 
0 0:oo 
0 0:oo 
0 0:oo 
0 0:oo 
1 0:Ol 
125 5:05 0 0:oo 
0 0:oo 
11 0:22 
15 0:40 
20 0:56 
12 0:20 
12 0:15 
13 0:12 
17 0:35 
11 0:33 
0 0:oo 
0 0:oo 
111 3:53 
PORT 3 
Calls HH:MM 
- 
0 0:oo 
0 0:oo 
0 0:oo 
0 0:oo 
0 0:oo 
0 0:oo 
0 0:oo 
0 0:oo 
0 0:oo 
0 0:oo 
0 0:oo 
0 0:oo 
0 a:00 
111 3:53 0 0:oo 
0 0:oo 
15 0:35 
10 0:30 
10 0:15 
9 0:21 
11 0:13 
14 0:24 
12 0:15 
19 0:52 
i 0:oo 
0:oo 
100 3:25 
PORT 4 
Calls HH:MM 
0 0:oo 
0 0:oo 
0 0:oo 
0 0:oo 
0 0:oo 
0 0:oo 
0 0:oo 
0 0:oo 
0 0:oo 
0 0:oo 
0 0:oo 
0 0:oo 
0 0:oo 
100 3:25 
Figure 84: Sample Usage Table Report - for the system 
..I 
,--7 
::; 
-..  
						

							Reference Manual 
Reports 175 
Directory Reports 
Directory reports show you the structure of your system, its subscribers, 
System IDS, and message groups. You can run the report for everyone enrolled in 
the system, for all Extension # IDS, or for message groups. 
Subscriber Report 
The Subscriber Report lists each subscriber and guest enrolled in the system 
(Figure 85). The report includes each Personal ID, the number of new messages 
waiting, the total number of new and old messages, the date the person last 
called the voice mail system, the number of days the system saves the person’s 
old and archived messages, and the person’s access codes. 
NAME Messages Last 
Pers ID New Total Contact Hd/Ar Access 
BEAR, COLORADO 
COLO 2=0:01 3=0:02 2/04/94 o/2 PC 
BRONSON, DENISE 
EDEN 3=0:03 8=0:04 2/04/94 o/2 c 
DONALDSON, RAY 8RAY l=O:Ol 3=0:02 2/04/94 0 /2 PACDMORB+ 
DUCKWORTH, DAN DUCK 2=0:02 4=0:04 2/04/94 0 /2 PCBZ 
FULLER, ROGER 8ROG 
l=O:Ol 2=0:02 2/04/94 o/2 PC 
NGUYEN, BRENDA 8BREN l=O:Ol 3=0:04 2/04/94 0 /2 
JEFFERSON, THOMAS 
TOM l=O:Ol 2=0:02 2/04/94 o/2 zc 
WHISTLE, PENNY 8PEN 
l=O:Ol 6=0:08 2/04/94 o/2 PC 
Figure 85: Directory Report - subscribers 
If the subscriber has more than eight access codes, a plus sign (+) appears at the 
end of the access codes list. To view the additional access codes for the 
subscriber, look at the Access field on the subscriber’s Personal Directory page. 
The Extension List 
The Ektension List shows every subscriber on the system, with his or her 
Extension # ID, and the System IDS for any transaction boxes and interview boxes 
the subscriber owns (Figure 86). This report does 
not include guests. 
For each subscriber, the report lists: whether call transfer is currently on or off, 
the telephone number that calls will be transferred to, the call transfer type, the 
number of times the extension rings (applies to Await Answer and Wait for 
Ringback call transfer types only), call transfer options, and whether call holding 
is set to Yes, VOX, or No.