Key Voice Voice Processing System Installation And Maintenance Manual

INSTALLATION AND MAINTENANCE MANUAL 4/007-16How Three-way Calling Functions
If you tell the VP system to use three-way calling (in the field USE THREE-WAY CALLING? on the
MAILBOX screen), the VP system begins the sequence exactly the same as with a normal call transfer (it
puts the calling party on hold, and dials the TRANSFER TO number).  Once the called party has answered,
the VP system must perform an action (usually a hook-flash) to conference all three parties.  This action
is defined in the field...

INSTALLATION AND MAINTENANCE MANUAL 4/007-177. Try to connect Party A to Party B and drop out of the call yourself.  Note the sequence of actions you
perform to do this.
8. Verify that Party A and Party B are able to hold a two-way conversation.
9. Repeat step 5 in a scenario where Party B is busy, and note the sequence of actions you had to
perform to get back to Party A.
10. Repeat step 5 in a scenario where Party B does not answer, and note the sequence of actions you had
to perform to get back to...

INSTALLATION AND MAINTENANCE MANUAL 4/007-18In these cases, the VP system drops out of the call before confirming an answer.  It is the responsibility of
the telephone system to return the calling party to the voice mail system.  Troubleshooting this function
depends upon the method being used to return the caller to the VP system:
· Transfer re-call timer—This is usually the least desirable method to return unsuccessful calls to
voice mail.  The calling party can usually only return to the system...

INSTALLATION AND MAINTENANCE MANUAL 4/007-19You can define as many ACD groups as necessary, and you can chain ACD groups together. If all
extensions in a group are busy, the VP system can re-route the call, take a message, offer alternatives, or
place the call on a queue, playing specific messages for each queue position.
An administrator can add participants to the ACD group or remove participants from the group via his/her
telephone.  This allows the administrator to dynamically re-allocate employees...

INSTALLATION AND MAINTENANCE MANUAL 4/007-20Note:After determining that an extension is busy, the VP system pauses for one second beforetrying the next extension. This pause allows the system to detect error tones, disconnecttones etc.  If you want to give the VP system more time to detect these tones, adjust theACD PAUSE time in the configuration file VM.CFG (see section 12).If there are no free extensions, the VP system puts the call in a queue.
7.4.2 Putting a Call in the Queue
When the VP system...

INSTALLATION AND MAINTENANCE MANUAL 4/007-21· If caller is not first in queue—Once the VP system has played a pre-defined number of
announcements, it informs the caller of his/her position in the queue and offers the options again:
“All agents are still busy.  You are number [number] in line.  If you would like to try a different
extension, press 1.  Or press 0 if you would like to speak with the operator.”
If the caller does not press any digit, the VP system assumes that he/she wants to remain on hold...

INSTALLATION AND MAINTENANCE MANUAL 4/007-226. Enter the ACD box / Customer Service box number.
7. Enter the extension number.
8. Press 1 to add the extension to the ACD group, or press 2 to remove the extension from the ACD
group.
9. Listen to the confirmation, and hang up.
You can shorten this procedure using the database lookup feature (see section 7.15).  By setting up an
ACD database lookup application, you can provide each member of the ACD group with a specific ID
number he/she is to enter to log...

INSTALLATION AND MAINTENANCE MANUAL 4/007-2312. In the initial Routing box, set the DESTINATION FOR DIGIT 8 field to route callers to box 2001.
Now ACD members can log into and out of the ACD group using a few simple keystrokes:
To log in:
· Call in to the VP system
· Dial 8, followed by the extension number, followed by a *
To log out:
· Call in to the VP system
· Dial 8, followed by the extension number, followed by a 9
7.5 Setting Up PagingThe VP system supports Tone, Digital, and Voice pocket-pagers....

INSTALLATION AND MAINTENANCE MANUAL 4/007-24Programming Tone Pagers in the PAGER NUMBER Section
By programming the tone pager in the PAGER NUMBER section, you have the option of:
· Paging the mailbox owner with each new message left in his/her mailbox.
· Paging the mailbox owner only when the caller chooses the page option.
· Allowing the mailbox owner to call in to remotely change the pager number and turn the service
on and off.
· Set up a schedule to identifying when the box owner is to be paged.
To...

INSTALLATION AND MAINTENANCE MANUAL 4/007-25If the caller does not press 2, the VP system simply records his/her message.  If the caller
presses 2, the VP system records his/her message, then immediately begins the paging
process.
· Select WAIT FOR DIGIT if you want to force the caller to choose an option.  The mailbox
owner’s personal greeting should be recorded with wording such as:
“This is [name].  I’m sorry I’m not available right now.  Press 1 to leave me a message, or
press 2 to leave an urgent...