Key Voice Voice Processing System Installation And Maintenance Manual

INSTALLATION AND MAINTENANCE MANUAL 4/005-58The greeting is played as soon as a caller is routed to the Directory box, and it should instruct the caller to
spell out the first few letters of the person’s last name (maximum of 7).  If no greeting is recorded, the
default greeting is used (see above).
On DOS-based VP systems, when you bring the cursor into this field, a menu appears, offering the option
to play, delete, copy, or record the greeting.  By selecting RECORD you can record the greeting via a...

INSTALLATION AND MAINTENANCE MANUAL 4/005-59OptionAction IndicatedRETURNThe VP system goes back to the previous box that handled this
call (usually a Routing box).HANG UPThe VP system immediately terminates the call by going on-hook.     VP:Box
NTVP:(Unlabeled Box field)
This field is valid only if the option in the corresponding field is set to GO TO BOX.  This field contains the
box number to which the call is to be routed if the caller does not enter a digit.
     VP:If Name Not Found
NTVP:If Name Not...

INSTALLATION AND MAINTENANCE MANUAL 4/005-60     VP:Allow Complete Directory Listing
NTVP:Allow * to Play All Names in Directory
If this field is set to YES, a caller can hear the name of every mailbox owner included in the directory by
pressing * when asked to spell out the party’s name.  To prevent callers from having this option, set this
field to NO.
See section 7.14 for additional information on the VP system’s directory feature.
5.10 Setting up an ACD Box / Customer Service BoxNote:The ACD box is...

INSTALLATION AND MAINTENANCE MANUAL 4/005-61Try next
extension in listPlay music or
recorded
announcementsTransfer the
call to the
extensionSend call to
another boxSend call to
operatorTry extensions
againFirst in queue?Say all agents
are busySay queue
positionIs someone
already in
queue?Offer optionsTried all
extensions?Call is routed
to this boxYesNoFigure 5-4  Typical Operation of an ACD box / Customer Service box
When a call is routed to an ACD box / Customer Service box, the VP system immediately...

INSTALLATION AND MAINTENANCE MANUAL 4/005-62Individuals can add or remove their extensions to and from the ACD box / Customer Service box.
Typically, they do so by dialing special code (see section 7.4 for details on logging into and out of and
ACD box / Customer Service box).
5.10.3 ACD box / Customer Service Box Screens
DOS-based VP System ACD Box ScreenNT-based VP System ACD Box / Customer Service Box Screens 

INSTALLATION AND MAINTENANCE MANUAL 4/005-63 

INSTALLATION AND MAINTENANCE MANUAL 4/005-645.10.4 ACD Box / Customer Service Box Field Descriptions
Be advised that due to differences in the screen design between DOS-based and NT-based VP systems,
the placement of fields on several system screens vary slightly.  To locate the information on a particular
field most easily, consult the Index to find the page number of this document that contains the field
description.
Fields used in DOS-based VP systems are prefaced below with VP, and fields used in...

INSTALLATION AND MAINTENANCE MANUAL 4/005-65to begin recording.  Click on the rectangle button (to the left of the circle button) to end the recording.
See section 15 for more information on using the Sound Recorder dialog box.
     VP:Owner
NTVP:Owner
This field contains the mailbox number of the owner of the ACD box / Customer Service box.
Individuals with extensions (VP system versions 10.0x and lower) or mailboxes (VP system versions 10.1
and higher) that are included in the ACD box / Customer...

INSTALLATION AND MAINTENANCE MANUAL 4/005-66numbers of mailboxes that are able to log in and log out of the call rotation for the box.  On these
systems, this listing is static—it does not update as agents log in and log out of rotation.  When an agent
logs on to his/her mailbox and selects the ACD softkey to put the telephone in ACD mode, the VP system
takes note of the extension from which the agent is calling.  The system then uses that extension number
as the number it dials when it wants to direct a...

INSTALLATION AND MAINTENANCE MANUAL 4/005-67ExtensionAction TakenNEXT EXTENSIONThe VP system keeps a record of which extension handled the
previous call and starts hunting from the extension following that
one.  This ensures that calls are distributed evenly among the
extensions in the ACD box / Customer Service box.LONGEST IDLE
EXTENSIONThis option is available only if the system supports advanced ACD
integration features and the USE ENHANCED ACD FEATURES
option is checked on the GENERAL INFORMATION...