Key Voice Voice Processing System Installation And Maintenance Manual

							INSTALLATION AND MAINTENANCE MANUAL 4/004-36     VP:Display Mail-Box Passwords on Screen
NTVP:(See General Information screen for comparable field)
  When the VP system displays the MAILBOX screen on the PC screen, there is a field PASSWORD that
contains the mailbox owner’s password.  If you do not want the password to display on the screen, choose
NO here.  The PASSWORD field will be filled with stars.  You can still access the PASSWORD field, and
change the password if required, but you cannot view the current password.
     VP:Maximum Box Length When Caller is Dialing
NTVP:(See General Information screen for comparable field)
  Box numbers in the VP system may be 2, 3, or 4 digits long (for example, you may have a mailbox 10, a
mailbox 100, and a Routing box 1000).  To speed up call processing, you may use this parameter to
define the maximum box length that a caller might dial.  Entering a number less than 4 does not mean you
cannot have any 4-digit boxes in your system, just that any 4-digit boxes cannot be dialed directly by a
caller.
  For example, if the telephone system has only 3-digit extensions, you will likely have corresponding 3-
digit mailboxes.  In this case, enter 3 for MAXIMUM BOX LENGTH.  When a caller dials a 3-digit mailbox
number, the VP system processes the call immediately, not waiting for a fourth digit.
  In this example, you can still use 4-digit box numbers on the system, especially for other box types such
as Routing boxes, provided that these boxes are accessed in a way other than the caller dialing the box
number.  For example, you may use 4-digit Routing boxes as the initial boxes indicated on the LINE
INFORMATION screen, in the Routing box DESTINATION FOR DIGIT fields, in any system GO TO BOX field,
etc.
Note:If the system has Routing box numbers that are longer than the MAXIMUM BOXLENGTH parameter, the greeting can only be recorded by using the computer keyboard.Owners of Routing boxes are not able to remotely record or change a greeting becausewhen the VP system prompts the box owner to enter the box number of the greetinghe/she wants to change, the owner is not be able to dial more than the number of digitsdefined in the MAXIMUM BOX LENGTH field.     VP:Initial Pause
NTVP:(See PBX Information screen for comparable field)
  When the VP system answers an incoming call, it waits the number of seconds defined in this field before
playing the initial greeting.  This pause allows for the transmission of voice mail integration digits (either
in the form of in-band DTMF or out-of-band serial data) from the telephone system to the VP system.
This field must be set when the VP system is connected to any type of telephone system with voice mail
integration.  The typical entry in this field is 1 second.
  Set this field to 0 if the telephone system does not have voice mail integration.
     VP:Trace
NTVP:(See Diagnostics menu options, Trace Setup)
  The VP system has several diagnostic tools called TRACE functions.  Most are to be used only under the
direction of Technical Support personnel. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/004-37  Entries in these fields identify which trace operations will be viewed or recorded when the TRACE
function is activated.  Note that by making an entry in this field, you do not activate the trace, you simply
define it.
  See section 9 for detailed information on the VP system trace functions.
     VP:Custom and Debug
NTVP:(See Diagnostics menu options, Custom Flags)
  Because the VP system has been designed to interface or integrate with hundreds of different telephone
systems, there are certain parameters that have been included or modified to accommodate specific
applications and/or equipment.  Since it is not practical to include screen information for all parameters,
special application parameters have been numbered and are invoked by setting a CUSTOM flag or DEBUG
flag in these fields.
  A few of the CUSTOM and DEBUG items are discussed in this manual, but most are listed in Technical
Bulletins that deal with certain telephone systems and special applications.
CAUTION:The CUSTOM and DEBUG fields should be left blank unless you are specifically instructedto make an entry, either by this manual, a Technical Bulletin, or Technical Supportpersonnel.4.12 Setting up Diagnostic Menu Options (NT-based VP Systems)The Diagnostic pull-down menu contains two options that lead to screens you can set up to perform
diagnostic functions on the VP system:
· Trace Setup
· Custom Flags 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/004-384.12.1 Diagnostic Menu Option Descriptions
TRACE SETUP ScreenThe VP system has several diagnostic tools called TRACE functions.  Most are to be used only under the
direction of Technical Support personnel.
  On the TRACE SETUP screen, you can easily define which trace operations will be viewed or recorded
when the trace function is activated.  Note that by making an entry on this screen, you do not activate the
trace, you simply define it.   See section 9 for detailed information on the VP system trace functions.
CUSTOM FLAGS Screen
   Because the VP system has been designed to interface or integrate with hundreds of different telephone
systems, there are certain parameters that have been included or modified to accommodate specific
applications and/or equipment.  Since it is not practical to include screen information for all parameters,
special application parameters have been numbered and are invoked by setting a CUSTOM flag or DEBUG
flag on this screen.
A few of the CUSTOM and DEBUG items are discussed in this manual, but most are listed in Technical
Bulletins that deal with certain telephone systems and special applications.
CAUTION:The CUSTOM and DEBUG fields should be left blank unless you are specifically instructedto make an entry by a Technical Bulletin or Technical Support representative. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/005-15. Specifying Box Information
5.1 What is a Box?When the VP system answers a call, it processes it by sending it to a box.  Each box performs a specific
function (for example, playing a menu to the caller and waiting for a response).  It then passes the call to
another box, which in turn performs its specific function, etc.
When you use the automated attendant capabilities in the VP system, you set up Routing boxes to answer
incoming calls, play a listing of options to callers, and route each call to a specific mailbox based on
either digits dialed by the caller or on other criteria you set.  The mailboxes transfer calls to their
associated extensions and store messages for system subscribers.  Each mailbox can also be set up to
forward calls to another phone or extension number, deliver messages to another phone or pager, play one
of 10 pre-recorded greetings to callers, screen calls, queue calls when the extension is busy, or record call
conversations.
In addition to Routing boxes and mailboxes, the standard VP system provides several other types of
boxes:
· Question box
· Directory box
· Account Number box
· Group box
· Directory box
· ACD box (or ‘Customer Service box’ on NT-based VP systems version 10.1x or higher)
You create each type of box by accessing then completing a box setup screen for the box type you want to
create.  Procedures you follow to access and set up each box type are discussed in this section.
Optional modules available with some VP systems provide additional boxes you can set up on the system:
· IVR box
· Telemarketing box
· Gateway box and Listing boxes
· Fax box
Optional modules are discussed in separate sections, presented later in this document.
5.2 Viewing the Current Box Setup on the System (DOS-based VP
Systems)On DOS-based VP systems, you can generate a report listing the complete box setup structure.  Once you
generate the report, you can review it on-screen, save it to a file, or send it to a printer. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/005-2To view the box setup structure on a DOS-based VP system:
1. From the LINE STATUS screen, press .  The Main menu displays and you are prompted to enter
a system password.
2. Type 1234 then press  to log on using the default Technician level password.  You can
change both the Technician and Customer level passwords on the GENERAL INFORMATION screen.
3. From the Main menu, select BOX INFORMATION.  The Box Information menu displays.
4. Select the DISPLAY DATABASE option.  From the menu that displays, select whether you want to view
the report on screen, print it to a file (you are prompted for a filename, the file is placed in the \VM
directory), or send it to a printer.  Once you make a selection, the VP system generates the box
structure report.  To exit the DISPLAY DATABASE screen, press .  You return to the Box
Information menu.
5.3 Accessing Box Information ScreensNote:Refer to section 29 for graphical illustrations of all VP system screens.To access box information screens 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 then press  to log on using the default Technician level password.  You can
change both the Technician and Customer level passwords on the GENERAL INFORMATION screen.
3. From the Main menu, select BOX INFORMATION.  The Box Information menu displays.
4. Select the screen you want to review or modify from the Boxes menu. When you have made any
necessary modifications to the screen, press  to save the changes. You return to the Box
Information menu.
To access box information screens 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 screen you want to review or modify from the Boxes menu.  When you have made any
necessary modifications to the screen, click on the Save icon on the screen.  You return to the main
screen. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/005-3Note:Field names and screen descriptions for both DOS-based and NT-based VP systemsscreens are presented in this section.  Each field description identifies the field name usedin both types of products.  Be advised that due to differences in the screen designbetween DOS-based and NT-based VP systems, the placement of fields on severalscreens vary slightly.  All fields on all screens are discussed in this section.To locate the information on a particular field most easily, consult the Index to findthe page number of this document that contains the field description.Creating a Range of Boxes Using MAKEBOX.EXE
The VP system includes a Makebox utility that allows you to easily create several boxes at once.  The
Makebox utility is stored in the \VM directory by default.  Each box is created by making a copy of the
information in a prototype box you set up then specify in the utility.
On DOS-based VP systems, access the Makebox utility by simply changing to the \VM directory (the VP
system must not be running), typing MAKEBOX then pressing .  Follow the prompts to create a
range of the box type you specify.
On NT-based VP systems, the Makebox utility provides advanced options to import or export files of
Mailbox information.  The export option creates a text file that includes the following information for
mailboxes currently set up on the system:  owner’s last name, owner’s first name, box number, class of
service number.  The import option instructs the program to reference a specific text file and use
information in it to create new mailboxes.  The text file it references must list information for each
mailbox on individual lines.  It must include the following information for each box, separated by
commas:  owner’s last name, owner’s first name, box number, class of service number.  The file must also
have the following header line:  FirstName,LastName,Mbox,COS.
An example import or export text file is shown below.
FirstName,LastName,Mbox,COS
Ann,Baxter,102,4
Cliff,Johnson,103,4
Daniel,Peters,104,5
Once the boxes are created using MAKEBOX.EXE, you can access and modify their setups manually.
5.4 Understanding Reserved BoxesThe following reserved boxes are used by the VP system and cannot be assigned to new boxes you create.
Those marked with a * are used internally and cannot be viewed on the screen.Box NumberFunction9970 – 9974Outbound Telemarketing boxes (for use with the optional Outbound Telemarketing
module only).9986Automatic Fax box (for use with optional IVR and Fax Distribution modules only).9987Automatic mailbox (for use with optional IVR module only).9988Automatic Allocation box (for use with optional Talking Classifieds module only).* 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/005-4Box NumberFunction9989System VCM box (for use with optional VCM module only).*9990A “catch-all” box.  If you programmed the VP system to go to a box that does not exist, it
generates an error message and routes the call to this box instead.9991System Message Notification box.*9992The voice mail gateway.  When calls are routed to this box, the VP system asks the caller
for his/her box number and password.  If the correct password is entered, the caller is
given access to the mailbox as an owner (he/she can retrieve messages, change options,
etc.).*9993The Demonstration mailbox.  When a caller records a message in this box, it is
immediately played back to him/her.  This is normally used for demonstration purposes.9994The Prototype mailbox.  When creating a new mailbox, the VP system initializes the data
in the new mailbox by copying the contents of this box into the new mailbox.9995The Pager Notification box.*9996The Message Waiting Lamp box.*9998The Directory box.  If a call is routed to this box, the caller is prompted to dial the last
name of the person to whom he/she would like speak, or (optionally) to listen to the entire
set of listings.9999Invalid box number.  (Displayed as blank field on setup screens.)*5.5 Setting up a Mailbox5.5.1 What Does a Mailbox Do?
The mailbox is usually the most common box in the entire system.  You allocate a mailbox to each person
for whom you want the VP system to collect messages or transfer calls.
The mailbox performs the following tasks:
· Transfers calls to the box owner (using the call-transfer capabilities of the telephone system)
· Plays owner’s personal greeting and takes messages
· Activates the owner’s digital or tone pager
· Calls the owner (if required) to deliver new messages
· Defines the owner’s privileges on the system.
Figure 5-1 shows the actions performed by a mailbox on a typical call.  Note that the figure has been
simplified for clarity.  For example, it does not include features such as transfer-bypass or pager
activation.
5.5.2 Understanding the Prototype Mailbox (9994)
When you set up the VP system, you create a mailbox for each subscriber who will use the system to
record messages.  Since most of the setup information is the same in every mailbox you create (for
example, the sequence to turn message waiting lamps on and off), you should review and adjust the 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/005-5system’s prototype mailbox before creating any mailboxes.  The prototype mailbox is a template mailbox,
which is copied each time you create a mailbox.  By customizing as much information as possible in the
prototype mailbox, you save time later when you must customize the mailboxes you created for each
subscriber.  The prototype mailbox is box number 9994.
It is important to understand the use of “wild card” characters when setting up the Prototype mailbox.  In
most installations the mailbox number will be the same as the extension number of the box owner, which
is entered in the transfer TO: field.  By entering the “wild card” character X in the TO: field of the
prototype box, you instruct the VP system that the box owner’s telephone number is the same as the
mailbox number.
You can also enter a wild card in the SEQUENCE TO TURN MESSAGE WAITING LAMPS ON and OFF fields at
the point in the sequence where the extension number is indicated.  Valid characters are X, which
indicates the VP system is to use the box number, and F, which indicates the system is to use the number
in the transfer TO: field.
Note:On the MAILBOX screen of the prototype mailbox, entries in the AFTER PLAYINGGREETING, IF CALLER CHOOSES OTHER OPTIONS field, and AFTER LEAVINGMESSAGE (VP systems) / AFTER RECORDING MESSAGE (NTVP systems) field are thesame for most mailboxes.Note:Every time you select to create a new mailbox, the system does so by making a copy ofmailbox 9994.To access the prototype mailbox 9994 through the DOS-based VP system screen interface:
1. From the Box Information menu, select MAILBOX.  The mailbox setup screen displays with the Page
Number menu.
2. Press  to access the box selection screen.  A small window displays prompting you for the box
number.  Type 9994 then press .
To access the prototype mailbox 9994 through the NT-based VP system screen interface:
1. From the Boxes menu, select MAILBOX.  The mailbox setup screen displays.
2. Press  to access the box selection screen.  A small window displays prompting you for the box
number.  Type 9994 then press  or highlight the box and click on OK. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/005-6Figure 5-1  Sequence of Operations in a Typical MailboxIs call transfer type
“NONE”?Go on to next box
(or hang up)FinishedRecord a messagePlay personal greetingPlay default greetingIs personal greeting
recorded?Call is routed to
MailboxDial the
TRANSFER TO
numberPlay music to caller,
and re-try at regular
intervalsDoes caller want to
hold?Announce call to
called party, and
complete the transferNo answer Busy Answered
No Yes No YesYes No 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/005-75.5.3 Mailbox Screens
DOS-based VP System Mailbox Screens