Comdial Execumail Voice Processing System 6.5 Instructions Manual

							266 Transaction Boxes ExecuMail6.5 
System ID: 411 Voice name: 0:02 Schedule #: 
--zTransfer 
>Greeting ->Action 
Day? No rrDay: 0:13 
Nite? No Day: Operator 
Nite: 0:OO Nite: 
Operator 
Await-Ans-->4 Rings Alt: 0:oo Max-msg: 90 set 
Intro: 0:OO Holding? No Edits OK? Yes 
Transfer Options : Active: D/N Send Msg Urgent? No 
After Msg: Say-bye 
One key dialing: 1~700 
6> 2>800 3>555 4> 5> 
7> 8> 9> o> 
I 
I 
Figure 144: Sample Departments Box 
Callers access the sample Departments Box by pressing 411, usually during the 
Opening Line. The Departments Box does not attempt a call transfer. It 
immediately plays the greeting: 
“‘Press I For sales, 2 for support, or 3 For a list of all personnel. Once again, that’s I 
for sales, 2 For support or 3 For a list of all personnel. ” 
If the caller does not press any touchtones during the greeting, the system 
transfers the call to the operator. One key dialing is programmed for this box. If 
the caller presses 1, the system routes the call to transaction box 700. If the caller 
presses 2, the system routes the call to transaction box 800. If the caller presses 3, 
the system routes the call to the automatic directory. 
This type of transaction box is useful for companies which receive a large volume 
of calls for one or more departments, particularly if callers do not know the name 
of a specific subscriber they need to speak with. This allows callers to quickly 
reach the department they need without going through the operator. If the caller 
does know the name, he or she can reach the subscriber through the automatic 
directory 
(see the Directory Assistance topic). 
-->Transfer 
Day? ->Greeting - ->Action 
Yes--> 
0:08 
Nite? No *Day: Day: Operator 
Nite: 0:12 Nite: Operator 
. Await-Au-->5 Rings Alt: 0:oo 90 set 
Intro: 0:02 Holding? Yes Max-msg: 
Edits OK? Yes 
Transfer Options : Active: D/N Send Msg Urgent? No 
After Msg: Say-bye 
One key dialing: l> 
6> 
Figure 145: Sample Sales Box 
2> 3> 4> 5> 
7> 
8> 9> o> 
The sample Sales Box (Box 700) is set to transfer the call, although the extension 
number has been left blank. To use this transaction box, enter a valid telephone 
extension number for the system to transfer callers to. If the telephone extension 
is busy or doesn’t answer, the system plays the greeting: 
‘There is currently no one available to take your call, but if you’ll leave your name 
and number, a member of the sales staff will return your call. ” 
‘. 
-. 
. 
::.. 
-. 
.~. 
‘: 
!’ 
i.  
						

							Reference Manual Transaction Boxes 267 
After playing the greeting, the system transfers the call to the operator. 
i 
I‘ 
i One key dialing: l> 2> 3> 4> 5> 
6> I> 
8> 9> o> 
Figure 146: Sample Technical Support Box 
The sample Technical Support Box (Box 800), like the Sales Box, is set to transfer 
the call, but in a default system does not have an extension programmed. The 
system plays the greeting: 
“All of our support lines are currently busy. Please leave your name and number 
and someone will return your call. ‘* 
The Transaction Box Owner 
Before adding a transaction box, you need to decide which subscriber (or system 
manager) is going to own the box. The box’s owner has control over the box in 
several ways: 
n Any messages recorded in the box (if the Action is Take-msg) are 
available only to the box’s owner. 
n The subscriber who owns the transaction box can record the box’s greetings 
by phone. 
n If you delete a subscriber, you also delete all the transaction boxes owned 
by that subscriber. 
NOTE: You cannot change who owns a transaction box or copy a 
transaction box to someone else. 
Creating a “Phantom” Box Owner 
In complex applications, you may want to create a “phantom” subscriber (one 
who does not really exist) and make this subscriber the owner of a set of 
transaction boxes. The phantom subscriber is never deleted from the system, so 
you can avoid accidentally deleting the transaction boxes the phantom 
subscriber owns. 
You can then tell the actual subscriber who will maintain these transaction boxes 
to regularly call the system using the phantom subscriber’s Personal ID to check 
messages left in the transaction boxes or change the boxes’ greetings. 
If this subscriber ever leaves your organization, simply change the phantom 
subscriber’s Personal ID or security code to keep the old subscriber from 
accessing the transaction boxes.  
						

							268 Transaction Boxes ExecuMail6.5 
Recording Transaction Box Greetings by Phone 
The transaction box’s owner can record the transaction box’s greeting from any 
touchtone telephone. 
NOTE: If the transaction box owner uses numeric access, he or she will 
not 
be able to record a transaction box greeting by phone if the transaction box’s 
System ID contains a dollar sign symbol ($) or any symbol not found on a 
telephone keypad. 
To record a transaction box greeting by phone: 
1. 
Call the system. Enter your Personal ID and security code. 
2. Start to leave a message for the transaction box. Spell the first three letters of 
the transaction box’s name, or enter the box’s System ID. The system tells 
you which greeting is currently active. 
3. Answer the questions to record the standard day and night greetings, or to 
record an alternate greeting, or to switch between the standard and alternate 
greetings. 
NOTE: To record all three transaction box greetings by phone, you will need 
to follow this procedure twice: once for the standard day and night greetings, 
and once for the alternate greeting. 
Adding Transacfion Boxes 
The system manager adds transaction boxes at the system console, either one by 
one, or by a range of System IDS. 
When you add transaction boxes, the system uses the values in the 
Transfer 
and Action sections of the transaction box currently on-screen. If an interview 
box is onscreen, the transaction box uses the default values for new subscribers, 
as entered on the QuickStart Application Screen, Page 5. 
NOTE: The box name serves two functions: 
n The first three characters of the box name can be used by the box’s 
owner to access the box and rerecord the box’s greetings over the 
phone. These characters may be digits or letters. 
n Transaction boxes are sorted on the Transaction Directory Screen by box 
name or by System ID. You may want to use a special naming 
convention for transaction boxes to keep them sorted together on-screen. 
For example, you could start all transaction box names with 
T or Tbox, 
or reserve a range of System IDS for transaction boxes.  
						

							Reference Manual Transaction Boxes 269 
Adding Transaction Boxes One By One 
1. 
Sign in at the system console. Press ICtrlHT) to access the Transaction 
Directory. 
2. Press (F8) for Add. 
Figure 147: Add Menu, Transaction Directory 
3. Press t-1 to select Transaction box. 
4. 
Press [-Enter) to assign ownership of the transaction box to the system 
manager, or @ to choose a different owner. Type the owner’s last name 
(-1. Press (-Enter) when the system displays the name you want. 
5. Type the transaction box’s System ID [*-I]. 
6. Type the name of the transaction box [j=GEEnter). 
Adding Transaction Boxes by Range 
To speed up the process of adding transaction boxes to the system, you can add 
many boxes at once in a range of System IDS. 
NOTE: This process may take several minutes and may keep the system from 
answering calls, depending on how many transaction boxes you add. Add 
ranges of System IDS when call traffic is light, or busy out all the system ports 
and transfer calls to the operator. 
To add many transaction boxes at once: 
1. 
Sign in to the system. Press m to display the Transaction Directory. 
2. Press a to Add. 
3. h3S @ a to select Range (-Enter). 
4. Press [-Enter) to assign ownership of the transaction box to the system 
manager, or a to choose a different owner. Type the owner’s last name 
(-1. Press L-1 when the system displays the name you want. 
5. Type the starting number of the range and press ITab). Type the ending 
number of the range and press (-Enter).  
						

							2 70 Transaction Boxes ExecuMail6.5 
6. 
If desired, type any numbers or letters as a prefix to the System IDS you’re 
adding. Press l%J Type any numbers or letters as a suffix to the System IDS 
you’readding.%&s-[‘]. 
Constant prefix: 
Constant suffix: 
NOTE: To add a range of hidden transaction boxes that cannot be dialed by 
a caller, add a “$I’ as the constant prefix (or suffix) of the System IDS. 
7. Confirm the range you selected. To accept the range, press Q. Otherwise, 
press @. Follow these steps again to add a new range of System IDS. 
Once you confirm the range, the system displays a series of status messages 
as it adds the transaction boxes. 
If an ID in the range conflicts with a System ID already in your system, that 
particular ID is 
not added. You will see this message: 
ID . . . conflicts with existing 
ID: 
						

							Reference Manual Transaction Boxes 2 7 1 
Recording a Name 
Be sure to record a voice name for each transaction box you add to the system. 
The transaction box’s name is stored in the 
Voice name field. See the topic on 
Recording Voice Fields for details. 
The system plays the box’s name to the box’s owner when it announces new 
messages from the box. For example: 
‘The Sales Box has 4 new messages. Would you like to hear them?” 
It also plays the box’s name when the owner selects it to record a new box 
greeting. If no name is recorded for the box, the system plays the box’s System ID 
instead. For example: 
‘Box 700 has 4 new messages. Would you like to hear them?” 
Deleting a Transaction Box or Its Messages 
You can delete any transaction box, or delete just the box’s messages. 
To delete a transaction box: 
1. Sign in at the system console. 
2. Press m to display the Transaction Directory. 
3. Press IPgDnl (or use the Jump command) to display the transaction box 
you want to delete. 
4. Press a. 
5. hSS (-Enter) to select Box. 
6. Press (-Enter) to confirm. 
To delete the messages for a transaction box 
1. 
Follow steps 1 through 4 to delete a transaction box. 
2. Press @ to highlight All 
Messages. Press (e-l]. 
3. Press [-Enter) to confirm. 
Sorting the Transaction Directory 
You can sort the pages of the Transaction Directory either by transaction boxes’ 
names, or by System ID. 
To sort the Transaction Directory pages: 
1. 
Sign in at the system console. 
2. Press m to display the Transaction Directory. 
3. Press 1F2). Depending on how the directory is currently sorted, the system 
displays a Command menu.  
						

							272 Transaction Boxes ExecuMail6.5 
4. Press Q to select the way you want the pages sorted and press 1-1. 
Other Transacfion Directory Pages 
In addition to transaction boxes, the Transaction Directory includes interview 
boxes, the Public Interview Box, and voice detect boxes. These boxes are 
covered in their own topics. The voice mail system also includes three sample 
transaction boxes, which you can use as is, or modify to fit your needs. The three 
boxes are described in 
the Sample Transaction Boxes section of this topic. 
For related information, see: 
n Applications 
n Call Transfer 
n Interview Boxes 
n Messages 
n Message Taking 
n Opening Line 
n Port Applications 
n Recording Voice Fields 
H Schedules 
n Subscribers 
w System IDS 
n Voice Detect 
See also: 
n The QuickStart Application Manual  
						

							Reference Manual Voice Detect 273 
Voice Detect 
The voice detect feature allows callers to make choices or respond to prompts by 
saying “Yes” or remaining silent. With voice detect, the system listens for spoken 
sound, not touchtones. This feature allows outside callers to use the voice mail 
system by speaking, even if they do not have touchtone telephones. 
You can use voice detect boxes to set up special call routing applications or 
special audiotext applications. A voice detect box is a special kind of transaction 
box that allows callers to make a choice by speaking, instead of pressing a single 
touchtone key. You can combine voice detect boxes with interview boxes to 
collect information from callers. 
You may also set up 
voice detect call holding. Callers can say “‘Yes” instead of 
pressing a touchtone to indicate they want to hold for a busy extension. Voice 
detect call holding is available on voice detect boxes, transaction boxes, the 
Operator Box, the Public Fax Box, and on Personal Directory pages. You can also 
set voice detect call holding for new subscribers at the QuickStart Application 
Screen, Page 5. 
NOTE: To use the voice detect feature, the voice mail system must have DSP 
voice boards. 
Voice Detect Boxes 
The voice detect feature uses a special kind of transaction box, called a voice 
detect box A voice detect box is similar to a transaction box, except that callers 
make selections by voice, instead of using onekey dialing menus. Voice detect 
boxes are stored in the Transaction Directory. Each system is shipped with one 
sample voice detect box (System ID $voIcE) already added. 
To view the sample voice detect box, sign in to the system. Press [CtrlHT1 to 
view the Transaction Directory. Press IPsDnl repeatedly or use the Jump 
command to display the sample voice detect box (Figure 148).  
						

							274 Voice Detect ExecuMail6.5 
-->Transfer >Greeting -->Action 
Day? No *Day: 0:15 Day: Operator 
Nite? No Nite: 0:OO Nite: Operator 
Await-Ans-->4 Rings Alt: 0:oo Max-msg: 90 set 
Intro: 0:OO Holding? No Edits OK? No 
Transfer Options : Active: D/N Send Msg Urgent? No 
After Msg: Say-bye 
Voice Selection: Voice-t Silence+ 
Figure 148: Sample voice detect box 
Each box has a name, a unique System ID, and an owner. The owner’s name is 
displayed in the Voice detect box of field in the upper-right comer of the 
screen. The sample voice detect box’s recorded name is 
“the Voice Detect Box. ” 
The owner of the voice detect box receives any messages left in the box. 
NOTE: If a subscriber is deleted from the system, any voice detect boxes the 
subscriber owns are also deleted. 
The Schedule # field determines which system schedule the box follows 
(either 1, 2, 3 or 4). You set the system schedules on the QuickStart Application 
Screen, Page 4. (See the 
Schedules topic for details.) 
If you don’t enter a schedule in the Schedule # field, the box follows the 
schedule of the port that answered the call. 
How a Voice Defect Box Works 
A voice detect box handles incoming calls as follows: 
n If call transfer is turned on, the voice mail system first tries to transfer the 
call to the telephone number or extension listed. 
n If the call isn’t answered within a specified number of rings (or if call 
transfer is turned off), the system plays the greeting for the box. During the 
greeting, the system listens for touchtones. If the caller presses a touchtone, 
the system takes the action set in the boxs Action field. 
w 
After playing the box’s greeting, the system plays a beep to let the caller 
know when to speak. 
n If the caller speaks, the system routes the caller to the System ID in the 
Voice field. If the caller says nothing, the system routes the caller to the 
System ID in the Silenctifield. 
You use these fields to set the parameters that control incoming calls to a voice 
detect box: 
Transfer Day? Nite? 
Use these fields to turn call transfer on or off for Day Mode and Night Mode. If 
either the Day? or Nite? field is set to Yes, enter the telephone number or 
extension the system should transfer calls to. The transfer number may be 
different for Day and Night Modes. 
 
‘. I. 
‘; j, 
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; 
t-. 
.~ :  
						

							5 _’ Reference Manual Voice Detect 275 
.< 
Call Transfer Type 
/ 
i. i This field, which is below the Day? and Nite? fields, isn’t labeled on the 
screen. It is used to set the way the voice mail system transfers calls to the 
Comdial telephone system. It can have one of three values: Await-AILS (Await 
An.swer),Release, or Wait-Ring (Wait for Ringback). See the 
Call Transfer& 
Call Screening topic for details on the call transfer types. 
Rings 
The number of times the extension or telephone number should ring. This applies 
only if the call transfer type is Await Answer or Wait for Ringback. 
Intro 
The system plays any recording in the Intro field before it transfers a call. The 
system does not play the Intro if call transfer is turned off. 
Holding? 
This field controls whether the voice detect box allows call holding. In most 
cases, if you are going to allow outside callers to hold for a voice detect box, you 
should set this field to VOX. This lets callers say ‘Yes” to hold, instead of 
pressing 1. You cannot use call holding with the Release call transfer type. 
When call holding is turned on, the system checks to see if the extension or 
telephone number is busy, and gives a caller the opportunity to hold by saying 
“Yes”. If the caller does not choose to hold, the system then plays the box’s 
greeting and takes the action set in the box’s Action field. 
Transfer Options 
This field controls how the system transfers calls routed through the voice detect 
box. Call transfer options (except for D Dialtone Detection) apply only if call 
transfer is on and the call transfer type is Await Answer. The call transfer options 
apply to both Day Mode and Night Mode. You can enter any combination of the 
following options: 
A [Announce] 
The person who answers the telephone hears a beep before being connected to 
the caller. 
c [Confirm] 
Before a call is transferred, the person who answers the telephone can choose 
whether to take the call. If the call is refused, the system returns to the caller to 
play the appropriate greeting and take an action. 
D 
[Dialtone Detection] 
The voice mail system checks for dialtone before the call is transferred. 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 person who answers the telephone hears 
“Call For ” 
before being connected to the caller.