Key Voice Voice Processing System Installation And Maintenance Manual

							INSTALLATION AND MAINTENANCE MANUAL 4/005-38Fields 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.
     VP:Box Number
NTVP:Box Number
This field displays the Question box number.  A box number can be any number between 1 and 9899
(boxes 9900 - 9999 and 0 are reserved for the system).  You cannot change the box number on the screen.
To view a new box, use keys  (select a box number),  (previous Question box), or  (next
Question box).  To add a new Question box, press  (add).  (NT-based VP system users can also
select from icons at the top of the screen.)
     VP:Box Name
NTVP:Box Name
This field contains the name assigned to the Question box.  The name appears on the database listing and
is used for record keeping.  If you insert the @ symbol in front of the name (“Interview questions”
becomes “@Interview questions”), you instruct the VP system to treat the Question box as a “data entry”
box.  See section 7.19.
     VP:Greeting Recorded
NTVP:Record Greeting button
This field identifies whether a greeting has been recorded for the Question box.  On NT-based VP
systems, an existing recording is signified by a red light displaying on the button.
The greeting is played as soon as a caller is routed to the Question box.
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
telephone line connected to the voice processing board.  To record the greeting, select RECORD, press
, and call into voice mail line 1.  When voice mail answers, select RECORD and speak the greeting.
To end the recording, press  again.  To hear the recording, select PLAY.
On NT-based VP systems, you can record the greeting by clicking on the Record Greeting button, then
using the controls on the Sound Recorder dialog box.  At the lower right of the dialog, click on the circle
button to 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 Box
NTVP:Owner
This field contains the mailbox number of the owner of the Question box.  The owner is the only person
who can listen to responses left in the Question box. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/005-39     VP:Replay Digit Answers for Verification
NTVP:Play Digit Answers for Confirmation
For each question, the VP system can accept one of two types of answers, voice or digits, as explained
below.  If you are collecting digit answers (dialed via the keypad), set this field to YES to have the VP
system repeat the digits to the caller.  The caller can then indicate whether or not the digits were entered
correctly, and if not, enter them again.
     VP:Replay Voice Answers for Verification
NTVP:Play Voice Answers for Confirmation
For each question, the VP system can accept one of two types of answer, voice or digits, as explained
below.  If you are collecting voice answers, set this field to YES to have the VP system replay the recorded
answer to the caller.  The caller can then review and, if necessary, re-record the answer.  If this field is set
to YES, the VP system prompts:
“If you would like to review your answer, press 1.  Or to move on, press 2.”
If the caller presses 1, the VP system prompts:
“The answer is currently recorded as [plays answer here] ...  If this is correct, press 1, if not, press #.”
If the caller presses #, the VP system plays the question again and allows the caller to re-record the
answer.  If the caller presses any other digit or presses no digit, the VP system moves on to the next
question.
     VP:Trigger Notification
NTVP:New Answers Activate Message Delivery in Owner’s Mailbox
If this field is set to YES, the VP system leaves a short message in the Question box owner’s mailbox:
“You have new questionnaire answers.”  This message triggers all of the normal mailbox notification
functions (message waiting lamps, pagers, etc.).
If this field is set to NO, Question box answers do not trigger notification functions in the Question box
owner’s mailbox.  The owner is informed that there are new questionnaire answers each time he/she logs
into his/her mailbox.
     VP:Exit Digits
NTVP:Bail-out Digits
This field is active only if the ANSWER TYPE field is set to DIGITS.  Enter a range of 1 to 5 digits that are to
terminate the question sequence.  (You must inform callers of the exit digits in the prompt you record for
the Question box.)  If the caller presses the exit digit(s), the VP system takes whatever action is specified
in the AFTER QUESTIONS field.  Any answers the caller has entered up to this point are stored.  If, for
example, 10 questions are recorded, the caller may choose to answer only the first five questions, then
press the exit digit(s), to route the call on to the next box.
Note:Although any digit 0 – 9 and the characters * and # can be used as exit digits, it isrecommended you do not use a single # as the exit digit.  The VP system treats the # asan “end of dialing” digit that allows frequent callers to speed up the process of the call.  Acaller may press # to simply speed the flow of questions, and unintentionally exit thequestion sequence. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/005-40     VP:After Questions
NTVP:After Answering Questions
After the VP system asks all the questions and records the answers, or the caller has pressed the exit digit
sequence, the VP system plays a thank-you message (system prompt 100) and looks at this field to
determine what to do with the call.  The option are:OptionAction IndicatedGO TO BOXAllows the call to route to another box.  The new box number is
entered in the next field.SAY GOODBYEThe VP system says, “Good-bye,” then hangs up.RETURNThe 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 GO TO BOX was selected in the corresponding field.  This field
contains the box number to which the call is to be routed after all the questions are answered.
     VP:Question Recorded
NTVP:Record Question button
This field identifies whether a question has been recorded.  On NT-based VP systems, an existing
recording is signified by a red light displaying on the button.
On DOS-based systems, when you bring the cursor into this field, a menu appears, offering the option to
play, delete, copy, or record the question.  By selecting RECORD you can record the question via a
telephone line connected to the voice processing board.  To record the question, select RECORD, press
, and call into voice mail line 1.  When voice mail answers, select RECORD and speak the
question.  To end the recording, press  again.  To hear the recording, select PLAY.
On NT-based VP systems, you can record the question by clicking on the Record Question button, then
using the controls on the Sound Recorder dialog box.  At the lower right of the dialog, click on the circle
button to 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.
The VP system prompts callers with each recorded question, until it encounters a question that has not
been recorded.
     VP:Answer Type
NTVP:Answer Type
Each question can be set up to collect either a voice or keypress response.  If you select VOICE in this
field, the VP system records the response spoken by the caller and stores it as a voice file.  If you select
DIGITS in this field, the VP system stores the digits entered by the caller in response to the question and
reads these digits to the box owner when he/she listens to the responses. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/005-41     VP:Min # of Digits
NTVP:Min Time
If the ANSWER TYPE field is set to DIGITS, this field specifies the minimum number of digits the caller
must enter for the response to be considered valid.  If the caller enters fewer digits than specified, the VP
system says, “You entered an invalid number of digits,” and asks the question again, up to 3 times.
     VP:Max Length
NTVP:Max Time
If the ANSWER TYPE field is set to DIGITS, this field specifies the maximum number of digits the caller can
enter for the response to be considered valid.  If the caller enters more digits than specified here, the VP
system says, “You entered an invalid number of digits,” and asks the question again, up to 3 times.
Note:If the caller enters not less than the minimum number of digits specified in the MIN # OFDIGITS field and not more than the maximum number indicated in the MAX LENGTH field,the VP system records the digits at the expiration of the Max Silence timer.  The callermay also press # to indicate that he/she has finished dialing.If the ANSWER TYPE field is set to VOICE, this field specifies the maximum number of seconds of
recording time the VP system allows the caller to answer this question.
     VP:Max Silence
NTVP:Max Silence
If the ANSWER TYPE field is set to DIGITS, this field instructs the VP system how long it is to wait (in
seconds) after a digit has been received before determining the caller has finished dialing.
If the ANSWER TYPE field is set to VOICE, this field instructs the VP system how many seconds of silence
it is to detect before determining the caller has finished speaking.
     VP:New Msgs
NTVP:(No such field)
This field cannot be changed from the keyboard.  It indicates the number of new messages in the Question
box.  A message is new if the Question box owner has not yet listened to it.  Once the owner has listened
to the message, it becomes an old message.  Each Question box can hold up to 200 messages.
     VP:Old Msgs
NTVP:(No such field)
This field cannot be changed from the keyboard.  It indicates the number of old messages in the Question
box.  A message is new if the Question box owner has not yet listened to it.  Once the owner has listened
to the message, it becomes an old message.  Each Question box can hold up to 200 messages. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/005-425.7 Setting up a Routing Box5.7.1 What Does a Routing Box Do?
The Routing box serves as the mechanism for sending (routing) calls to boxes throughout the VP system.
Typically, Routing boxes are set up to play an announcement (greeting) to callers that prompts them to
select a choice from a voice-menu.  For example:
“You have reached our service department.  If you are calling to inquire about the status of a repair,
please press 1.  For all other inquiries, please press 2.  If you need assistance, please press 3.”
You can also set up Routing boxes to route calls based on certain criteria, such as the time of day or day
of week on which the call is received, the order in which the call is received, or based on a database
lookup match.  All of these routing options are discussed in this section.
When a call is sent to the Routing box, the VP system plays the greeting recorded for the box.  It then
consults the ROUTING TYPE field indicated on the Routing box screen and routes the call based on the type
indicated.  The sequence of actions within a Routing box is summarized in Figure 5-3.  (This chart has
been simplified and does not list all possible options.) 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/005-43Perform action
specified for “If no
digits dialed”Wait for a digitIs there a valid box
number associated
with this digit?What is routing
type?Play greetingCall is routed to
this boxGo to the box
specified for invalid
digitsCollect up to 20 digits, then
search the given file
(specified in the “Name” field
of the Routing box).  Go to
the box associated with the
dialed digits.If the system is in Day
service, route the call to the
box associated with
“Destination for digit 1.”
During Night service, route
the call to “Destination for
digit 2.”
During Lunch service, route
the call to the box associated
with digit 3, and for Holiday
service, use digit 4.If this is the first call, route
the call to the box associated
with “Destination for digit 1”
For second call, route the
call to the box associated
with “Destination for digit 2”
etc...If today is Sunday, go to the
box associated with
“Destination for digit 1”
If today is Monday, go to the
box associated with
“Destination for digit 2”
etc...Go to the box
associated with this
digitGo to the box dialed
by the callerWait for more digits
(caller may be
entering a box
number)Is Routing box
programmed to wait
for another digit?Day/night serviceCall sequence Database lookup
No more
 digits Yes NoYesNoNo digit received Digit receivedDigit dialed Day of week
Valid boxFigure 5-3   Sequence of Actions within a Routing Box 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/005-445.7.2 Understanding Routing Box 800, 801, and 821
As discussed in section 1 the VP system contains a default database with a setup configuration that allows
the system to efficiently perform fundamental call processing tasks with minimal system adjustments by
the installing technician.  This default database configuration includes 2 pre-defined classes of service (0
and 7), 1 supervisor mailbox (mailbox 70), and 3 Routing boxes—800, 801, 821.
By default, entries specified on the LINE INFORMATION screen set up the VP system to route all incoming
calls to Routing box 800.  This box answers calls during the day and lunch service hours and plays a
greeting to callers.  After day/lunch service hours, the system routes calls to Routing box 801.  Typically,
companies offer more extensive call routing options to callers during day/lunch service hours than during
closed hours.  Often, for example, single-digit call routing (“…Press 2 for Sales…”) is not offered during
closed hours.  Therefore, the greeting voiced by and options available in Routing box 801 are often
different than those in Routing box 800.
Routing Box 821 is designed by default to take over and route calls once they have passed through
Routing box 800 or 801.  A call may go to Routing box 821, for example, after the caller leaves a voice
message in a subscriber’s mailbox.  Routing box 821 offers callers a menu similar to Routing box 800,
but box 821 is pre-configured so if a caller does not enter an extension or select a menu option, the call is
disconnected.  In Routing box 800 and 801, callers who do not enter an extension or select an option are
transferred to the operator.  This is a safety measure designed to assist callers who use rotary phones or
are too slow to respond to system prompts.  By disconnecting non-responsive callers in box 821, the
system simply assumes that the caller knew how to select menu options in box 800 or 801, and therefore,
since no option was selected in box 821, the caller hung up.
5.7.3 Specifying Routing Box Owners
When a mailbox is designated as the owner of a Routing box, two parameters of the owner mailbox’s
class of service apply to the Routing box:
· The maximum number of greetings.  The owner mailbox must be allowed at least one greeting.
· The maximum greeting length.
Owners of Routing boxes can remotely re-record the Routing box greeting or change the active greeting
remotely from any telephone.  To do so, the owner must first log into his/her mailbox then select option
3—Options menu from the main menu.  The owner then selects option 2—change greeting, and follows
the prompts to change the greeting in the Routing box(s) he/she owns. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/005-455.7.4 Routing Box Screens
DOS-based VP System Routing Box ScreenNT-based VP System Routing Box Screen5.7.5 Routing Box Screen 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 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. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/005-46Several 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.
     VP:Box Number
NTVP:Box Number
This field displays the Routing box number.  A box number can be any number between 1 and 9899
(boxes 9900 - 9999 are reserved for the system).  You cannot change the box number on the screen.  To
view a new box, use keys  (select a box number),  (previous Routing box), or  (next
Routing box).  To add a new Routing box, press  (add).  (NT-based VP system users can also select
from icons at the top of the screen.)
     VP:Box Name
NTVP:Box Name
This field contains the name assigned to the Routing box.  The name appears on the database listing and is
used for record keeping.
If you want to use this Routing box to look to an external database, enter the file name of the database file
here.  For example, if this Routing box is to look up a list of Zip Codes in a file named SALESZIP.TXT,
enter SALESZIP.TXT in this field.  See section 7.15 for more information on how the VP system can access
external files.
If you want the VP system to announce the current time after it plays the Routing box greeting, insert the
word TIME inside brackets before the box name (for example, if the box name is NEW PRODUCTS, change
it to [TIME]NEW PRODUCTS).  If you want the VP system to play the current date, insert [DATE] before the
box name.  A single Routing box can play the time or the date, but not both.  By chaining two Routing
boxes together, however, you can play both the time and the date to the caller.
     VP:Greeting Recorded
NTVP:Record Greeting button
This field identifies whether a greeting has been recorded for the Routing box.  On NT-based VP systems,
an existing recording is signified by a red light displaying on the button.
The greeting is played as soon as a caller is routed to the Routing box.
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
telephone line connected to the voice processing board.  To record the greeting, select RECORD, press
, and call into voice mail line 1.  When voice mail answers, select RECORD and speak the greeting.
To end the recording, press  again.  To hear the recording, select PLAY.
On NT-based VP systems, you can record the greeting by clicking on the Record Greeting button, then
using the controls on the Sound Recorder dialog box.  At the lower right of the dialog, click on the circle
button to 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.
The greeting can also be recorded remotely by the owner of the Routing box.  Note that once a Routing
box has been assigned an owner, the Routing box is allowed the same number of greetings as the owner
mailbox, as defined in the mailbox’s assigned class of service.  The greetings are numbered 0 - 9. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/005-47Once the VP system has finished playing the greeting, it may optionally play the time or date, depending
on the contents of the BOX NAME field (see above).
     VP:Owner
NTVP:Owner
This field contains the mailbox number of the owner of the Routing box.  The owner has the ability to call
in to the system to re-record the Routing box greeting or select a different active greeting.  If you do not
want to provide this remote administration option, or if not more than 1 greeting is required for the
Routing box, leave this field blank.
     VP:Number of Times to Play Greeting
NTVP:Play Greeting X Times
While the VP system is playing the greeting for the Routing box, it is also listening for the caller to enter
a digit.  If the VP system gets to the end of the greeting without detecting a digit from the caller, it waits
the amount of time specified in the NUMBER OF SECONDS TO WAIT FOR A DIGIT field (VP systems) / WAIT
X SECONDS FOR A DIGIT field (NTVP systems).  If no digits are detected before this time has elapsed, the
system repeats the Routing box greeting the number of times specified here.
     VP:Number of Seconds to Wait For a Digit
NTVP:Wait X Seconds for a Digit
This value represents the number of seconds the VP system waits to detect the first digit from the caller.
Once the first digit has been received, the system either waits for additional digits or immediately routes
the call based on the other fields in the Routing box.
     VP:If No Digits Dialed
NTVP:If No Digits Dialed
If no digits are received after the VP system plays the greeting the specified number of times and waits
the specified number of seconds, the system takes whatever action is specified in this field.  The options
are:OptionAction IndicatedGO TO BOXAllows the call to route to another box.  The new box number is entered
in the next field.SAY GOODBYEThe VP system says, “Good-bye,” then hangs up.RETURNThe 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.