Comdial Execumail Voice Processing System 6.5 Instructions Manual

							276 Voice Detect ExecuMail6.5 
M [Message Screen] 
Callers are asked to record their name. Before the call is transferred, the person 
who answers the telephone hears 
“Call horn . ” 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 person 
who answers the telephone hears 
“Call from . ” The recorded 
name is 
not saved. Do not use with the M call transfer option. 
Greeting 
Day/Nite/Alternate 
This section controls the voice detect box’s greetings. A voice detect box can 
have 3 separate recorded greetings. The fields display how many seconds each 
greeting lasts. If the voice detect box has a spelled name or System ID that can 
be dialed by phone, the subscriber who owns the voice detect box can record all 
three greetings, as well as switch between the active Day or Night greeting and 
the alternate greeting. The system manager can also record any voice detect box 
greeting at the console using a local connection. The system automatically plays 
a beep after playing a voice detect box’s greeting. 
If you do not want the system to play a greeting, copy silence into the voice 
detect box’s greeting fields. For steps to copy silence to a voice field, see the 
topic 
Recording Voice Fields. 
NOTE: The greeting does not have to be an actual “greeting.” It can be any 
message or announcement you wish. However, it should clearly explain a 
caller’s choices. 
The sample voice detect box 
($VOICE) is shipped with this Day greeting: 
“Ifyour telephone does not have a touchtone keypad, you may continue by using 
your voice. To do this, you will say ‘Yes’ for yes, or remain silent for no. To 
continue by using your voice, say ‘Yes’. Otherwise, remain silent to go to the 
operator. ” 
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 box’s schedule is 
currently in). 
Alt means the alternate greeting is currently active. If the alternate 
greeting is active, it is used in both Day Mode and Mtght Mode. When the 
standard greeting is active, but not recorded, the system plays one of these 
default standard greetings: 
‘ is not available night now. ” 
“ is on the phone now. ” [PH~Ek~x~isGone] 
[PH-Box_lsGone] 
When the alternate greeting is active but not recorded, the system plays the 
default alternate greeting: 
‘ is out today. ”  
						

							Reference Manual Voice Detect 277 
Action Day/Nite 
In a voice detect application, the Action is taken only if the caller presses a 
touchtone during the voice detect box’s greeting. If you decide to set an Action 
for the voice detect box, the Actions you can choose 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. 
H W~XUPI The system immediately hangs up, without saying goodbye. 
0 
[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.  
Thank you and goodbye, 
” then hangs up. 
T 
[Take a Message] 
The system says, “lf you’d like to leave a message, I’ll record it now, ” then takes a 
message for the subscriber who owns the voice detect box. 
Max-msg 
Applies only if the Action is Take-msg. Sets the maximum number of 
seconds a message recorded for this voice detect box can last. ..r. 
Edits OK? 
You cannot edit this field. Outside callers cannot edit messages left in voice 
detect boxes. 
Send Msg Urgent? 
This parameter controls whether messages left by outside callers should be 
marked urgent. Urgent messages are heard first in the voice detect box owner’s 
message stack. Three values are allowed (but you should not use Ask in a voice 
detect box): 
xe.5 = 
All outside caller messages are marked urgent 
No = 
No outside caller messages are marked urgent 
&k = 
[Do not use Ask for a voice detect box.] 
After Msg 
This field controls how the system handles the call after recording a message 
from the caller. Use any of the actions listed above, except Take-msg. This field 
applies only if the 
Action is set to Take-msg. 
Voicw 
Use this field to set how the system routes a caller who says “‘Yes”. You must 
enter a valid System ID in this field.  
						

							278 Voice Detect ExecuMail6.5 
Silence+ 
Use this field to set how the system routes a caller who remains silent. You must 
enter a valid System ID in this field. 
NOTE: You must put a valid System lD in both the Voicwand the 
Silenctifields. 
If you want the system to take an action after playing a 
voice detect box’s greeting, add a transaction box set for the action you want. 
Put the transaction box’s System ID in the Silence+field. That way, the 
system verifies that the caller is still on the line before the system takes an 
action. 
I I 
NOTE: Avoid putting the operator’s System ID in the Silence-;, field on a 
voice detect 
box. It is best to route callers to another voice detect box that 
asks the caller to say “Yes” to confirm he or she is still on the line and would 
like to speak to an operator. 
Setting Up a Voice Detect Application 
Setting up a voice detect application involves these main steps: 
Plan your voice detect application. Decide how many voice detect boxes 
you’ll need, and how callers will be routed to them. Remember, each voice 
detect box can offer only two choices; the caller can say “Yes” (or any 
other word), or remain silent. Decide whether you’ll need any transaction 
boxes or interview boxes in your application. Make a sketch to show how 
the boxes are related. 
Add the boxes to the system. Set up call transfer, record names and 
greetings, and choose how the system should handle callers who don’t 
answer “Yes”. Avoid putting the operator’s System ID in any voice detect 
box’s Silent-field. Instead, set the Silencwfield to route callers to 
another transaction box which routes callers to the operator, or provides 
another action. 
Set up the Opening Line on the QuickStart Application Screen, Page 2. 
This step is crucial to getting the voice detect application to work correctly. 
See Setting Up Your Opening Line later in this topic for details. 
After you set up the complete voice detect application, be sure to test 
it. 
Call the system and make sure the system handles your call correctly 
both when you say “Yes”, and when you remain silent. Take each possible 
path through the voice detect application to verify that your prompts are 
clear, and that the system handles callers they way you want it to. 
Example: Using Voice Detect for Transfer to the Operator 
One way to use the voice detect feature is for routing callers to the Operator Box. 
You can set the system to ask a caller to confirm he or she is still on the line by 
saying “Yes” before the call is routed. To do this, add a special voice detect box 
to replace the Otherwise prompt in your Opening Line, and add a special 
transaction box to set the system to hang up if the caller is no longer on the line. 
Figures 149, 150, and 151 show how callers can be routed from the Opening Line 
to a voice detect box before reaching an operator, and how the two special 
boxes should be set.  
						

							Reference Manual Voice Detect 279 
Opening Line: intro Prompt 
I 
Thank you for cahg the XX? WEgei 
CoQom~n... 
I 
WOKE 
Figure 149: Using voice detect before routing callers to the Operator Box 
To use voice detect before routing callers to the Operator Box: 
1. 
Add a voice detect box and a transaction box to handle calls for the 
operator. See Adding a Voice Detect Box or 
the Transaction Box topic for 
steps. 
For the voice detect box Record a name and greeting (the greeting 
replaces the Otherwise prompt in the Opening Line). Be sure to tell callers 
you want them to say “Yes” to reach the operator. The system automatically 
plays a beep after playing a voice detect box’s greeting so callers know 
when to speak. For example: 
“Orherzuise, if you’d like to speak with an operator, please say ‘Yes’ after the 
beep and someone will be r&ht with you...cbeep>” 
Set the Voicwfield to 0. Set the Silencwfield to the System ID for a 
transaction box that hangs up if the caller remains silent. (This example uses 
a transaction box with System ID $HANGUP.) 
For the transaction boxz Record a name. To keep the system from playing 
a default greeting, copy the silence prompt into the 
Day greeting field. Set 
Transfer? to No, and set the Action field to Hangup. 
Figures 150 and 151 show how these two boxes should look.  
						

							280 Voice Detect ExecuMail6.5 
Await-Ans-->4 
Rings 
Intro: 0:02 
Holding? No 
Transfer Options : 
1 ~t~ive~~~N / %~i$~T$$~~o 
Voice Selection: Voice> 0 
Silence> SHANGUP 
Figure 150: Voice defect box for routing calls to the Operator Box 
,:.:,.+/ .::..: :::,..: ..:.. . ..A). ,... ::.:.:.:.,. :.:.. . . . . . . . . . . . . 
:.::, ::.:::.:... .:.::. .:.:‘.::::,.::,:‘:~.,.:.:::~..:..~~:w’;~~~~:I.~ ~~~.:~~~~~~~:~~~~~~ ~~;i~~~-ii’:aiii~~~~~~~i~~~~~~~~~ ~~~,~~~~~~~ 
:::: :::y :.:: :: ::::y:::‘::: .,:,::,:::...:.:.:: . . . . . . . . /./::, ,,,,,, :,: 
Name .i. .~angiip &.... /........ ..,.,\... .,., ,. . . . . ...\.. . . . . . . .,.,., ,.,.,.,/ ..,. . . . . . . . . . ,.... . . . 
Transaction ~bxofJeEfersbn,“‘T~~iiias 
System ID: $HANGUP 
Voice name: 0:02 Schedule #: :, 
! : 
;.I 
One key dialing: 1> 
6> 2> 
7> 3> 
a> 4> 
9> 
5> 
o> 
Figure 151: Example of a transaction box used in a voice detect application for routing to the Operator Box 
2. 
Set up the Opening Line on the Quid&art Application Screen, Page 2. 
This step is crucial to getting the voice detect application to work correctly. 
Delete the Otherwise prompt, and set the System 
ID if No TTs field 
on the QuickStart Application Screen, Page 2 to route the call to the voice 
detect box. For the example in Figure 150, during Day Mode the system 
routes callers to 
$VOICE. See Setting Up Your Opening Line in this topic for 
details. Figure 152 shows how this screen should look. 
10. Intro (Hello, this is...): 
11. Action (Enter ext number): QP 
						

							Reference Manual Voice Detect 281 
Adding a Voice Detect Box 
The system manager adds voice detect boxes one by one at the system console. 
You cannot add a range of voice detect boxes. 
NOTE: When you add voice detect boxes, the system copies the values in 
the Transfer and Action sections of the transaction box or voice detect box 
currently on-screen. If an interview box is onscreen instead, the voice detect 
box uses the default values for new subscribers, as entered on the QuickStart 
Application Screen, Page 5. 
To add a voice detect box 
1. 
Sign in at the system console. 
2. Press [CtrlHT) to view the Transaction Directory. 
3. Press fKJ for the Add menu. 
4. 
Press a a a to highlight Voice Detect 
box (-Enter). 
5. Press a to add the box for the system manager. 
Press @ to add the box for a different subscriber. Type the owner’s last 
name [-Enter). Press [-Enter) when the system displays the name you 
want. 
6. Type the box’s System ID (-1. 
7. 
Type the box’s name. The name may contain numbers or letters. The name 
may not be left blank. 
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 m-record the box’s greetings over the 
phone. These characters may be digits or letters. 
n Transaction boxes and voice detect boxes are sorted together on the 
Transaction Directory Screen by box name or by System ID. You may 
want to use a special naming convention for voice detect boxes to keep 
them sorted together on-screen. For example, you could start all voice 
detect box names with 
v or metect, or reserve a range of System IDS 
for voice detect boxes. 
Recording a Name for fhe Voice Detect Box 
After adding a voice detect box, you should record a name for the box. The 
system plays the box’s name to the subscriber who owns the box when 
introducing messages left in the box and when changing its greetings. If you do 
not record a name, the system will read the box’s System ID numbers in its place.  
						

							282 Voice Detect 
Recording a Greeting for the Voice Detect Box 
ExecuMail6.5 
You may record the greeting or announcement you want callers to hear when 
they reach this voice detect box. When the standard greeting is active, but not 
recorded, the system plays one of these default standard greetings: 
“‘ is not available right now. ” 
[PH-Box-l&one] 
“‘ is on the phone now.” [PH-Box_lsGone] 
When the alternate greeting is active but not recorded, the system plays the 
default alternate greeting: 
“ is out today. ” 
[PH_Box_lsGone] 
To help callers know exactly when to speak, the system plays a beep 
automatically after playing a voice detect box’s greeting. 
Deleting a Voice Detect Box or Its Messages 
You can delete a voice detect box, or just the box’s messages. 
To 
delete a voice detect box: 
1. Sign in to the system at the system console. Press [ClrlUT) to view the 
Transaction Directory. 
2. Press m repeatedly, or use the Jump command, to display the voice 
detect box you want to delete. 
3. Press [n). 
4. Press l-1 to confirm. 
5. Delete all references to the box. For example, remove its System ID from any 
Voice+or Silence+field, and remove its System ID from the 
System ID if no 
TTs field if you route callers to the box during the 
Opening Line. 
To delete the messages for a voice detect box 
1. 
Follow steps 1 through 3 to delete a voice detect box. 
2. Press @ to highlight 
All Messages (FEiiG]. 
3. Press (-1 to confirm. 
NOTE: When you delete a subscriber from the system, you also delete that 
subscriber’s voice detect boxes. 
Setting Up Your Opening Line 
I- 
?’ 
,.I 
\‘. 
To route callers to your voice detect application, you need to set up your 
Opening Line. To do this, sign in to the system. Press [PSDn) to view the 
QuickStart Application Screen, Page 2. Figure 153 shows how to route callers 
through the 
$VOICE default voice detect box. In this example, voice detect is 
only used during Day Mode.  
						

							Reference Manual Voice Detect 283 
Day Nt Day Nt Day Nt Day Nt Day Nt 
I I 0 I I 
10. Intro UIello, this ie...): QP 
						

							284 Voice Detect ExecuMail6.5 
Testing the Voice Detect Application 
You should always test a voice detect application after you set it up. Call the 
system and make sure the system handles your call correctly when you say “Yes” 
and when you remain silent. 
A voice detect box uses advanced digital signal processing technology to 
distinguish between sound and silence. However, because of noisy telephone 
lines, background noise, or other noises made by your Comdial telephone 
system, the voice mail system may occasionally react as if the caller spoke, even 
if the caller remains silent. Also, if a caller speaks very softly, sometimes the voice 
mail system may not hear the caller, and instead reacts as if the caller remained 
silent. 
Take these factors into account when you test your voice detect application. Try 
varying the volume of your voice, and calling the voice mail system from a noisy 
room. You may also raise or lower the number of seconds the system waits for a 
spoken answer. See the section of this topic Waiting for the Caller to Speak for 
steps. If you need additional assistance, contact Comdial Technical Support. 
Voice Detect Call Ho/ding 
The voice mail system’s voice detect call holding feature lets callers “queue up” 
for a busy extension by saying “Yes” instead of pressing a touchtone. Call 
holding only works with call transfer turned on, and the call transfer type Await 
Answer or Wait for Ringback. 
You may set voice detect call holding on voice detect boxes, transaction boxes, 
the Operator Box, the Public Fax Box, the QuickStart Application Screen, Page 5, 
and on Personal Directory pages. To do this, set the Holding? field on any of 
these screens to VOX. 
For complete details, see the CalI Holding topic. 
Waiting for the Caller to Speak 
The number of seconds the system waits for an outside caller to speak is 
controlled by the Max time to wait for voice field on Line 29 of the 
Switch Setup Screen, Page 3 (Figure 154). This parameter is 
not locked. 
20. Call Analysis Delay: 25 
21. Debounce Silence: 9 Voice: 3 
22. Tolerance above 1st low %: 10 
23. Tolerance above 2nd low %: 8 
24. Tolerance above 1st high %: 9 
25. Max short low in dbl ring: 1 
26. Max time busy 1st low: 60 
27. Max time busy high: 67 
28. Size of long high: 65 
29. Max time to 
wait for voice: 3 Ring to begin on: 1 
Leading edge detect? Yes 
Below 1st low %: 10 
Below 2nd low %: 8 
Below 1st high %: 9 
Min long low: 201 
Max time busy 2nd low: 60 
Busy states over rings: 0 
Max sil. long: 
350 short: 350 i.. 
‘.: .: 
i 
i . . 
Figure 154: Switch Setup Screen, Page 3  
						

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Reference Manual Voice Detect 285 
Example: An Advanced Voice Detect Application 
The example in Figure 155 on page 286 shows an example of an advanced voice 
detect application used for call routing at the XYZ Widget Corporation. 
XYZ 
Widgets has several thousand customers worldwide. Since business is booming, 
most incoming calls are to the Sales department. While many callers have 
touchtone keypads on their telephones, some do not. XYZ Widgets has set up the 
system to accommodate both types of callers. 
During XYZ Widget’s Opening Line, the system tells callers with a touchtone 
keypad to press an extension number, or to press 411 for a directory. If no 
touchtones are pressed, the system immediately routes callers to a voice detect 
box and gives them an opportunity to say “Yes” to move through the system. 
Callers who say “Yes” at this point are asked if they want the Sales department. A 
caller who again says “Yes” is then transferred to the Sales department’s 
extension number. If the Sales department’s extension is busy, the caller can hold 
by saying ‘Yes”. 
Callers who remain silent are routed to another voice detect 
box. This box asks callers to say “Yes” to speak with an operator. Otherwise, the 
system assumes the caller is no longer on the line, and hangs up. 
Notice that this example uses three special boxes: $OPERATOR, $HANGUP, and 
$SALES. The $OPERATOR box is a voice detect box. $HANGUP and $SALES are 
transaction boxes. 
‘.. The $OPERATOR voice detect box asks the caller to say “Yes” again, to confirm 
that he or she is still on the line before the call is routed to the Operator Box. 
The $HANGUP transaction box is used in $OPERATOR box’s Silent-field. If 
the caller remains silent, the system assumes the caller is no longer on the line, 
routes the caller to the $HANGUP box (with the Action field set to Hangup) 
and hangs up. The $SALES transaction box is used to transfer callers to the Sales 
department. It also offers voice detect call holding if the Sales department’s 
extension is busy. 
While this example only lets callers say “Yes” to reach one department, you 
could offer more departments in your application. For example, you could offer 
the Sales department first, Customer Service second, and Accounting third. 
Callers say “Yes” to select a department, or remain silent to hear the next option.