Key Voice Voice Processing System Installation And Maintenance Manual

INSTALLATION AND MAINTENANCE MANUAL 4/0026-2Ask caller for inputsCall is routed to this
boxSearch the data fileMatch found?Say outputsDoneYesNoFigure 26-1  Typical Operation of an IVR Box
26.2.2 Accessing the IVR Box Screen
Note:Refer to section 29 for graphical illustrations of all VP system screens.To access the IVR box screen through the DOS-based VP system screen interface:
1. From the LINE STATUS screen, press .  The Main menu displays and you are prompted to enter
a system password.
2. Type 1234...

INSTALLATION AND MAINTENANCE MANUAL 4/0026-3To access the IVR box screen through the NT-based VP system screen interface:
1. From the Windows NT desktop, double-click the DATABASE ADMINISTRATOR icon.  You are
prompted to enter a password.
2. Type 1234 then press  to log on using the default Technician level password.  You can
change both the Technician and Administrator level passwords on the GENERAL INFORMATION
screen.
3. Access the BOXES pull-down menu.
4. Select the OPTIONAL FEATURES option, then from...

INSTALLATION AND MAINTENANCE MANUAL 4/0026-4 (select a box number),  (previous IVR Box), or  (next IVR Box).  To add a new IVR box,
use  (add). (NT-based VP system users can also select from icons at the top of the screen.)
     VP:Box Name (Page 1 screen)
NTVP:Box Name
This field identifies the name of the IVR box. The name is used for administration purposes only, and it
appears in the database listing.
Note:By default, the VP system finds only the first matching record, and reads it to the caller....

INSTALLATION AND MAINTENANCE MANUAL 4/0026-5caller attempted to dial is 5551111.  (To allow callers to immediately precede (without pausing) after
entering the requested number, instruct them to press # after entering the requested digits.  For example,
record the box greeting as, “Please enter your credit card number, followed by the pound key.”).
     VP:Bail-out Digits (Page 1 screen)
NTVP:Bail-out Digits
Bail-out digits allow a caller to cancel the IVR request.  If the caller presses the digit(s)...

INSTALLATION AND MAINTENANCE MANUAL 4/0026-6If the fields are separated by spaces, use the underline character (_) to represent spaces.
     VP:Field Types (Page 1 screen)
NTVP:Field X is (Data File tab)
Each field in a record represents a specific type of information (for example, money or a date).  Enter the
type of data each field represents.  This information is used by the VP system in two ways:
· When comparing the data input by the caller with the data in the file.
· When deciding how to voice the...

INSTALLATION AND MAINTENANCE MANUAL 4/0026-7Note:If you are using the VOICE FILE type, and you want to send a fax confirmation of theresults of the database search (see below), create a text file containing a written version ofthe voice file, and name it the same name as the voice file but with the extension .TXT.For example, if you recorded a voice file containing the word “blue,” and called the voicefile BLUE.VOX, create a text file in the same directory and name it BLUE.TXT.  This filecontains the...

INSTALLATION AND MAINTENANCE MANUAL 4/0026-8     VP:Output Phrase # Recorded (Page 3 screen)
NTVP:Output Phrase # Recorded (Recording Outputs tab)
Once a matching record has been found, the VP system constructs sentences to voice the required
information to the caller.  These sentences are built from elements including:
· The fields of the database file
· The account number stored for the call
· Pre-recorded phrases
Use these fields to generate any pre-recorded phrases you need.
The VP system plays each...

INSTALLATION AND MAINTENANCE MANUAL 4/0026-9OptionDescriptionRETURNGo back to the box that routed the call to this IVR box.SAY GOODBYESay, “Goodbye,” and then hang up.HANG UPHang up immediately.GO TOBOX  nGo to the box n specified.FIELD  nRead field n from the data file, and interpret it as a box
number.  Go to that box.TRANSFER TOBOX  n
Go to the box specified (same as GO TO BOX).FIELD  nRead field n from the data file, and interpret it as a
telephone number.  Transfer the call to that number.SEND FAX...

INSTALLATION AND MAINTENANCE MANUAL 4/0026-1026.3.1 Setting Up Custom Prompts
In the VM.CFG configuration file, add the following line:
IVR PROMPT LANGUAGE = 9
Record the following system prompts in Language 9 (see section 15):PromptContents8“Zero”9 through 17“One” ... “Nine”21“AM”22“PM”23 through 44“Ten” ... Thirty-one”45“Forty”46“Fifty”47 through 58“January” ......

INSTALLATION AND MAINTENANCE MANUAL 4/0026-115. Set up the inputs.
6. Set up the outputs.
Each of these steps is described in detail in the example below.
Step 1:  Determine What Inputs You Require
In this example, the caller must be prompted for his/her savings account number and PIN number.
Note:We will use the term savings account number here instead of just account number.  Asdiscussed throughout this manual, the account number can be used for several purposes,including IVR. For clarity, however, the...