Key Voice Voice Processing System Installation And Maintenance Manual

							INSTALLATION AND MAINTENANCE MANUAL 4/004-26Note:If the telephone system does not provide positive disconnect (DTMF tones or a break inloop current), you may experience silent messages in mailboxes when a caller hangs upbefore leaving a message.  You can use a combination of this parameter and theparameter MINIMUM MESSAGE in the configuration file VM.CFG to minimize these“blank” messages.  Use caution when setting the NUMBER OF SECONDS OF SILENCE TOEND RECORDING parameter.  If this time is set too short, you may stop recording caller’smessages when they are simply pausing for a moment.  See section 12 for information on the MINIMUM MESSAGE parameter.
     VP:Number of Seconds of Non-Silence to End Recording
NTVP:(See General Information screen for comparable field)
  While the VP system is recording a message, it is monitoring the line for dial tone (continuous non-
silence).  If dial tone is detected, the VP system assumes the caller has hung up, and stops recording.  This
field lets you specify how many seconds of continuous non-silence need to be detected before assuming it
is dial tone.
Note:If you set this number too low, a caller who pauses and says “aaaahhhh” could trigger thedial tone detection.  If you set the number too high, 15 seconds, for example, the C.O. orPBX might remove the dial tone before it has been on the line long enough to be detected.     VP:Automatically Update All MWI Lamps at
NTVP:(See General Information screen for comparable field)
  Some telephone system automatically cancel all message waiting lamps at a pre-set time (such as
midnight).  Also, many telephone systems do not restore the state of message waiting lamps following a
power failure.  You may program the VP system to automatically re-send the message waiting lamp ON
sequence for every mailbox with new messages, and the OFF sequence for every mailbox with no new
messages, once each day at this time.  The following limitations must be considered:
· The VP system may need to make dozens or even hundreds of calls to update all message waiting
lamps on the system.  The time you enter here should be at the time of lowest activity on the
system.
· The time set here should not conflict with the daily EXIT TO DOS TIME set on the GENERAL
INFORMATION screen.
Some telephone systems do not allow unnecessary added MESSAGE WAITING ON indications to be set.
  If you are not experiencing problems with message waiting lamps, leave this field blank.  Intermittent
performance of message waiting lamps may be caused by problems that are not related to the use of this
feature.
Note:If you have only an occasional problem with message waiting lamps (such as a powerfailure), you can invoke the message waiting update manually.  From the main screen,press  simultaneously.  The update process begins, and you see an advisorymessage on the screen that the update is running. To cancel the update before itcompletes, press . 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/004-274.10 Setting up Class of Service ScreensEach mailbox on the system is assigned a class of service.  The class of service assigned to the box
dictates which VP system features the mailbox owner has access to and how he/she can use those
features.
There are 8 classes of service (0 through 7) that can be set up then applied to mailboxes on the VP system.
Two of them are pre-configured on the system.  Class of service 0 is assigned by default to the prototype
mailbox 9994, which serves as a template for every mailbox that you create on the system.  Class of
service 7 is assigned supervisor mailbox privileges.  This class of service is assigned to mailbox 70,
which is also pre-configured on the system.  Mailbox 70, therefore, serves as the supervisor mailbox.  By
calling into the system and accessing the supervisor mailbox, the system supervisor can make necessary
day-to-day modifications to the voice processing system, such as adding mailboxes and changing Routing
box greetings.
Note:Press  to progress through the 8 available classes of service.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 NT-based VP
systems are prefaced with NTVP.  If the NTVP field resides on a certain tab on the screen or if the VP
field resides on a certain screen page, the tab or page is identified next to the field name.
Several field descriptions discuss setting fields to YES or NO settings.  In NT-based VP systems, this
equates to checking or un-checking the field’s checkbox, which you do by clicking on it.
Class of Service Screen (DOS-based VP Systems) 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/004-28Class of Service Screen (NT-based VP Systems)
  
						

							INSTALLATION AND MAINTENANCE MANUAL 4/004-294.10.1 Class of Service Screen Field Descriptions
     VP:Class of Service Number
NTVP:Class of Service Number
This field indicates the number of the class of service you are currently working with.  To move to the
next class of service number, press .  Once you assign a class of service to a mailbox, the mailbox
inherits all the privileges and restrictions defined in the class of service.
     VP:Class of Service Name
NTVP:Class of Service Name
Use this field to give the class of service a meaningful name.  This helps remind you of the purpose for
the class of service.  Sample names include Supervisors, Subscribers, etc.
     VP:Maximum Number of Greetings
NTVP:Maximum Number of Greetings (Greetings tab)
A mailbox can have up to 10 pre-recorded personal greetings.  The mailbox owner may record these
greetings, store them in the mailbox, choose the greeting that is to be active at any specific time.  You
may want to offer use of all 10 greetings to users or restrict them to fewer greetings.  Use this field to
define how many personal greetings users with this class of service should be allowed to record.  If you
set the field to 0, callers who route to a mailbox belonging to this class of service always hear the pre-
recorded system prompt, “That extension is not available...”  The default setting is 10.
Note that in class of service 7, this field must be set to allow at least 2 greetings.  Class of service 7 is
assigned to mailbox 70, the supervisor mailbox that by default controls the Routing boxes on the system.
Because you usually set up Routing boxes with at least 2 greetings, this parameter must be set to at least 2
in the supervisor mailbox class of service. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/004-30     VP:Maximum Greeting Length
NTVP:Maximum Greeting Length (Greetings tab)
When a mailbox owner calls in to re-record his/her personal greeting, the VP system limits the length of
the new greeting to the value entered in this field.  The default setting is 60.
     VP:Maximum Number of Messages
NTVP:Maximum Number of Messages (Messages tab)
The VP system can hold up to 200 messages per mailbox.  However, you may want to restrict some
mailboxes to a lower limit (to conserve disk space).  Use this field to define the maximum number of
messages that can be stored in mailboxes assigned this class of service.  Once the limit is reached for a
particular mailbox, callers attempting to leave more messages in the mailbox are told that the box is full.
The default setting is 200.
     VP:Maximum Message Length
NTVP:Maximum Message Length (Messages tab)
The value in this field defines the maximum length of a message (in seconds) that a caller can leave for
mailboxes belonging to this class of service.  The default setting is 60.
     VP:Automatically Delete Old Messages from System After X Days
NTVP:Automatically Delete Old Messages from System After X Days (Messages tab)
The VP system deletes messages saved as Old from mailboxes belonging to this class of service after the
number of days you specify.  An old message is one the mailbox owner has listened to, but has not yet
deleted.  If you enter 0 in this field, an old message is deleted at midnight on the day the message became
old.  If you enter 1 in this field, an old message is deleted at midnight on the day following the day the
message became old.
To disable deletion of Old messages, enter 99 in this field.  However, do this with caution, since
accumulating messages may create disk storage problems.  The default setting is 30.
     VP:Automatically Delete New Messages After X Days
NTVP:Automatically Delete New Messages After X Days (Messages tab)
Note:Use this parameter with caution.  Improper use may cause important messages to be lost.The VP system deletes new messages from mailboxes belonging to this class of service after the number
of days you specify.  A new message is one the mailbox owner has not yet listened to.  If you enter 0 in
this field, a new message is deleted at midnight on the day the message was received.  If you enter 1 in
this field, a new message is deleted at midnight on the day following the day the message was received.
To disable the deletion of new messages, retain the default setting of 99 in this field.  This is the default
operating mode.  If you enter a number other than 99 in this field, remember that messages are
deleted whether or not the mailbox owner has listened to them. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/004-31     VP:Supervisor Status
NTVP:Supervisor Status
This field defines whether mailboxes belonging to this class of service should have supervisor privileges.
A supervisor can perform certain actions not available to regular mailbox owners.  For example, a
supervisor can add a mailbox or delete a mailbox by calling in from any telephone.  The default setting in
class of service 0 is NO, in class of service 7 is YES.
     VP:Access to Group Boxes
NTVP:Access to Group Boxes
By setting this field to YES, you allow subscribers assigned this class of service to access all Group boxes
set up on the system.  The default setting is YES.
     VP:Dial-Out Allowed
NTVP:Dial-Out Allowed
This field indicates whether the owner of a mailbox belonging to this class of service is allowed to place
outgoing calls from the mailbox.  The default setting is NO.
     VP:Access to P.A.
NTVP:Callers Can Page via PA System
When a caller is listening to a mailbox owner’s greeting, one of the features the VP system offers is the
option to have the call announced over the P.A. system.  Use this field to allow or deny access to the P.A.
feature for callers to mailboxes belonging to this class of service.  The default setting is YES.
     VP:Play Menu After Greeting
NTVP:Play System Menu after Personal Greeting (Greetings tab)
If an extension is busy or does not answer, the VP system plays the mailbox owner’s personal greeting.
After playing the greeting, it can announce the options available to the caller (for example, “If you would
like to leave a message, press 1.  To try another extension, press 3, or to speak with an operator, press
0.”).  If the mailbox owners do not record these options as part of their greetings, set this field to YES so
that the VP system plays the menu.  If you want to allow each mailbox owner to decide which options to
offer, set this field to NO and instruct each mailbox owner to include the options in his/her personal
greeting.  The default setting is NO.
     VP:Allowed to Receive Faxmail
NTVP:Allowed to Receive Faxmail
  This field applies only if the system has the optional FaxMail module.  Select YES here if the mailboxes in
this class of service are allowed to receive FaxMail.  Select NO if you do not want callers to be able to
send fax documents into these mailboxes. The default setting is NO. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/004-32     VP:Operator Box (Day) (Night)
NTVP:Operator Box (Day) (Night)
When a caller is listening to a mailbox greeting, one of the options is to dial zero to reach an operator.
Use these fields to indicate the mailbox to which the call should be routed if the caller indicates that
he/she wishes to speak with an operator.  The default setting is 888.
     VP:When Exiting Open Mailbox, Go To Box
NTVP:When Exiting Open Mailbox, Go To Box
When a mailbox owner has logged in to his/her box, has concluded listening to messages, changing
options, etc., and has selected to exit from the Main menu, this field tells the VP system where to send the
call.  VP system users should retain the default setting in this field as 821.
     VP:Max Lines Allowed To Hold For One Box
NTVP:Maximum Number of Lines Allowed to Hold for this Mailbox (Call Holding tab)
You can limit the number of lines that can simultaneously hold for a mailbox belonging to this class of
service.  For example, if you set this number to 3, and lines 1, 3, and 6 are holding for a mailbox,
subsequent callers are not offered the option to hold.  Instead, they hear the personal greeting recorded for
the box, so they can leave a message, try another extension, etc.  The default setting is 2.
Note:If you want to disable the call queuing feature for the class of service, set this field to 0.     VP:Digits Allowed While Holding
NTVP:Digits Caller Can Dial While Holding (Call Holding tab)
While a caller is in the queue holding for an extension, he/she can press a digit to leave the queue and
process the call differently.  By default, the options open to the caller are the same as those available
when the caller hears the personal greeting (“If you would like to leave a message, press 1.  To try
another extension, press 3, or to speak with an operator, press 0.”).  If you want to restrict the caller to
fewer choices while in the queue, use this field to specify which digits are allowed.  All other digits are
ignored by the VP system while the caller is in the queue.  For example, if you enter 13 in this field, the
only options available to the caller are:
1To leave a message
3To try another extension
     VP:While In Queue, Say Position In Line
NTVP: While in Queue Announce Position in Line (Call Holding tab)
While a caller is in the queue, holding for an extension, the VP system can keep him/her informed on the
progress of the call.  If you set this field to YES, the VP system announces to the caller:
“That extension is still busy.  You are number [#] in line. If you would prefer to leave a message, press 1,
or to speak with an operator, press 0.”
If you select NO in this field, the VP system voices:
“That extension is still busy. If you would prefer to leave a message, press 1, or to speak with an
operator, press 0.” 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/004-33The default setting is NO.
     VP:Try Extension X Times Before Going Back to Caller
NTVP:Try Extension X Times Before Going Back to Caller (Call Holding tab)
This parameter applies only if the MAX LINES ALLOWED TO HOLD field is greater than 0.  If the caller
chooses to hold, the VP system plays a series of hold prompts to the caller (these are typically music or
commercials).  At the end of each hold prompt, the VP system tries the extension again.  If it is busy, the
next hold prompt is played to the caller.
After the defined number of hold prompts have been played, the VP system goes back to the caller and
offers the options to remain on hold, try another extension etc.  This field allows you to specify the
number of hold prompts that should be played before the VP system offers these options to the caller.
As shipped, the VP system has only one hold prompt recorded (system prompt 146, see section 15).
Therefore, if you enter 3 in this field, a caller queued to a busy station hears this same prompt three times
before being offered the options again.  If you record a second hold prompt, the caller hears prompt 146,
your prompt, and 146 again before being offered the options.  You may record up to 100 different hold
prompts, which are played in sequence.  (Remember:  At the end of each hold prompt, the VP system
tries the extension again).  For information on recording prompts, see section 15.  After the VP system
plays the highest number hold prompt recorded, it returns to the lowest number after the next try.  The
default setting is 3.
Note:The time between tries to a busy extension is determined by the length of each holdprompt recorded.  The prompt supplied with the VP system (prompt 146) is approximately30 seconds.     VP:Restricted Numbers
NTVP:Restricted Numbers (Call Restrictions tab)
When a mailbox owner calls in to change his/her call-transfer number, pager number, or message
notification number, you may want to prevent him/her from changing it to certain numbers, such as long-
distance numbers.
These fields allow you to define digit sequences that are to be blocked.  The VP system looks at each of
these Digits fields to determine if any of them match the number entered by the mailbox owner. If the
number entered by the caller begins with the digits specified in the Digits field, the VP system defines the
number entered as a match.
For example, if you enter the digits 1900 in one of the Digits fields, the VP system considers the
telephone numbers 1-900-555-1212, 1-900-123-4567, 1-900-111-2222 to be matches.  Telephone number
1-901-555-1212 would not be considered a match.
If you enter the digit 0 in one of the Digits fields, the VP system considers all numbers beginning with 0
to be matches. This would include calls to the operator (0), calls to the long-distance operator (00),
international calls (011), and any operator-assisted call (0 followed by telephone number).
If the caller enters a number that matches one of the digit strings you enter here, the VP system informs
the mailbox owner that the number is not acceptable and retains the current set up. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/004-344.11 Setting Up the Other Customizations Screen (DOS-based VP
Systems)  Use the OTHER CUSTOMIZATIONS screen to set up certain system-wide parameters pertaining to feature
options, integration, and testing/troubleshooting functions.
  To access the OTHER CUSTOMIZATIONS screen, from the Main menu select SYSTEM INFORMATION.  From
the System Information menu select OPTIONAL FEATURES.  From the Optional Features menu select
OTHER CUSTOMIZATIONS.
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 NT-based VP
systems are prefaced with NTVP.  If the NTVP field resides on a certain tab on the screen or if the VP
field resides on a certain screen page, the tab or page is identified next to the field name.
Other Customizations Screen (DOS-based VP Systems)
 4.11.1 Other Customizations Screen Field Descriptions
     VP:Play Message Time and Date
NTVP:(See General Information screen for comparable field)
  When a mailbox owner is listening to his/her messages, one of the options is to press 5 to hear the time
and date that the message was received.  Use this field to control the play of the time and date of each
message.  The choices are:
· WHEN CALLER ASKS—The mailbox owner must press 5 to hear time and date (this is the default)
· BEFORE EACH MESSAGE—The time and date is played automatically before each message
· AFTER EACH MESSAGE—The time and date is played automatically after each message 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/004-35     VP:When Called Party Answers, Play His/Her Name
NTVP:(See General Information screen for comparable field)
  This field affects only mailboxes using the WAIT FOR ANSWER or SCREEN transfer type.  If this field is set
to YES, when the called party answers, the VP system announces the call.  The standard format is one of
the following:
  “I have a call for you, [name].”
  “Call from [calling party’s name] for [name].”(if the option to get the caller’s name is active on the
  MAILBOX screen)
  This prompt is useful if you receive calls from more that one mailbox and you want to answer with the
correct name of the called party.  For example, several mailbox owners could change their call transfer
service to send their calls to a central answering point (see section 6.6).  The person receiving these calls
can now answer with a personalized greeting such as, “Mr. Smith’s office,” “Mr. Jones’ office,” etc.
  Setting this field to NO causes the VP system to omit the called party’s name and simply announce the
call.  The format is one of the following:
  “I have a call for you.”
  “Call from [calling party’s name].”  (if the option to get the caller’s name is active on the MAILBOX
            screen)
     VP:When Called party Answers, Announce the Call
NTVP:(See General Information screen for comparable field)
  This parameter affects only the mailboxes using transfer type WAIT FOR ANSWER.
  When using the WAIT FOR ANSWER transfer type, the VP system does not connect the calling and called
parties until it confirms that the called party has answered.  This is done in two ways:
· Voice is detected on the line
· A break in the cadence of the ringback tone is detected (see section 13)
  This process may take 1 to 2 seconds from the time that the called party goes off-hook to answer an
incoming call.  Under normal operating conditions, the VP system informs the called party that it has
detected answer by playing the system prompt:
  “I have a call for you.”
  Setting this parameter to NO prevents the prompt from playing. A short tone plays in its place (system
prompt 166).
Note:Users should be made aware that when they first go off-hook and answer an incomingcall, the calling party does not hear their initial answer (since the VP system does notconnect the call until it detects the answer).