Key Voice Voice Processing System Installation And Maintenance Manual

							INSTALLATION AND MAINTENANCE MANUAL 4/005-48Note:Remember that the absence of a digit may mean that the caller has hung up.  If yourtelephone system does not offer consistent and reliable disconnect supervision, do notinstruct the VP system to go back to this same box if no digits are dialed, otherwise itmight stay in this box continually and not disconnect the call.For example, depending on how you record the greeting in the Routing box you may setup the VP system using one of the following techniques:Select GO TO BOX and send the caller to another Routing box with a greeting containingadditional instructions, or that simply prompts:“Press 1 if you would like to continue.”If a digit 1 is not detected in response to this prompt, it can safely be assumed that thecaller has hung up.  See section 17 for more information on how the VP systemdetermines that the caller has disconnected.If the system has the potential of receiving calls from rotary dial telephones, select GO TOBOX and enter mailbox number of the person assigned to handle these calls.  Be aware,however, that lack of disconnect supervision may cause many “hang-up” calls to be routedto this box.  Also see DESTINATION FOR VOICE later in this section for other optionspertaining to rotary dial callers.     VP:Box
NTVP:(Unlabeled Box field)
This field is valid only if the option GO TO BOX is selected in the corresponding field.  This field contains
the box number to which the call is to be routed if no digits are received during the Routing box greeting.
     VP:If Invalid Digit Dialed, Go To Box
NTVP:If Invalid Digit Dialed, Go To Box
If the caller enters an invalid digit, the VP system voices the prompt, “That was not a valid entry,” and
goes to the box specified in this field.  By default, the system re-plays the same Routing box greeting.
You may choose to specify another Routing box that offers similar options, but provides additional
helpful information to the caller.
The invalid digit dialed field is only used if the routing is set up based on DIGIT DIALED, and either:
· The caller dials a single digit, but the DESTINATION FOR DIGIT field is blank for that digit.
· The caller dials a sequence of digits, but there is no box number corresponding to the dialed
digits.
     VP:Route Call Based On
NTVP:Route Call Based On area
There are 5 techniques you can use to route calls:
· Based on the digit(s) dialed by the caller
· Based on the day-of-week (Sunday, Monday, etc.) the call is received 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/005-49· Based on the call’s sequence number (first call goes to box [number], second call goes to box
[number], etc.).
· Based on the results of a database lookup
· Based on whether the VP system is in Day Service, Lunch Service, or Night Service mode or the
call is received on a defined holiday
DIGITS DIALED
While the VP system is playing the Routing box greeting, callers can press a key at any time to make
a selection from the menu, or they can dial a mailbox directly.  When the caller presses a key, the VP
system immediately stops playing the greeting and processes the dialed digit.
If the caller does not dial a digit and the end of the greeting is reached, the VP system pauses to wait
for a response, then, if no response (DTMF or spoken word) is detected, the system performs whatever
action is specified in the field IF NO DIGITS DIALED.
If a digit is dialed, the VP system checks the field DIGIT RECEIVED, WAIT FOR MORE DIGITS:
*If this field is set to NO, the VP system immediately attempts to route the call based on the
single digit dialed.  If the DESTINATION FOR DIGIT field contains a valid box number, the call
is immediately sent to the new box.  This means that menu selections take priority over
extension numbers (for example, if the DESTINATION FOR DIGIT 1 is a valid box, the caller
cannot dial mailboxes beginning with a 1, as the VP system routes the call as soon as it
received the first 1 in the extension number).
*If this field is set to YES, the VP system waits to see if the caller is dialing a sequence of
digits (for example, entering a box number).  If additional digits are detected, and they
correspond to a valid mailbox, Routing box, etc., the call is routed to that box.  If only one
digit is detected, the VP system consults the DESTINATION FOR DIGIT fields and routes the call
to the box specified.  Since the VP system must wait for additional digits, call routing is not
executed as quickly as when this field is set to NO.
DAY-OF-WEEK
The VP system plays the Routing box greeting.  Once the greeting ends, the call immediately routes
to the box specified in one of the digit destination fields.  On NT-based VP systems, routing is as
indicated on the Routing box screen.  On non-NT-based VP systems, routing is as follows:Day on WhichCall is ReceivedBox to Which Call is RoutedSundayBox specified in DESTINATION FOR DIGIT 1 fieldMondayBox specified in DESTINATION FOR DIGIT 2 fieldTuesdayBox specified in DESTINATION FOR DIGIT 3 fieldWednesdayBox specified in DESTINATION FOR DIGIT 4 fieldThursdayBox specified in DESTINATION FOR DIGIT 5 fieldFridayBox specified in DESTINATION FOR DIGIT 6 fieldSaturdayBox specified in DESTINATION FOR DIGIT 7 field 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/005-50If the caller dials any digit while the Routing box greeting is playing, the VP system stops the
greeting and routes the call based on the day (not based on the digit dialed).
CALL SEQUENCE NUMBER
The VP system plays the Routing box greeting.  Once the greeting ends, the call immediately routes
to the box specified in one of the digit destination fields, in numerical order.  On non-NT-based VP
systems, the first call to the Routing box goes to the box specified in the field DESTINATION FOR DIGIT
1.  The second call goes to the box specified in the field DESTINATION FOR DIGIT 2, etc.  When the VP
system reaches digit 0 (or encounters a digit for which no box is specified), it repeats the cycle
starting with digit 1.Call NumberBox to Which Call Will Be RoutedFirst call to this boxBox specified in DESTINATION FOR DIGIT 1 fieldSecond call to this boxBox specified in DESTINATION FOR DIGIT 2 fieldThird call to this boxBox specified in DESTINATION FOR DIGIT 3 fieldFourth call to this boxBox specified in DESTINATION FOR DIGIT 4 fieldFifth call to this boxBox specified in DESTINATION FOR DIGIT 5 fieldetc.etc.If the caller dials any digit while the Routing box greeting is playing, the VP system stops the
greeting and routes the call based on call number (not based on the digit dialed).
DATABASE LOOKUP
The VP system has the ability to accept up to 20 digits from the caller and use these to look up a
database entry.  The system converts these digits to a box number, based on the contents of the
database.  The VP system then routes the call to that box.  See section 7.15 for more information on
using the database-lookup feature.
DAY/NIGHT SERVICE
The VP system plays the Routing box greeting.  Once the greeting ends, the call immediately routes
to the box specified in one of the digit destination fields, based on the VP system’s current service
mode.  On non-NT-based VP systems, if the VP system is in Day Service mode, the call routes to the
box associated with DESTINATION FOR DIGIT 1.  During Night Service mode, the call routes to the box
associated with DESTINATION FOR DIGIT 2, etc., as shown in the table below.Service ModeBox to Which Call is RoutedDAY SERVICEBox specified in DESTINATION FOR DIGIT 1 fieldNIGHT SERVICEBox specified in DESTINATION FOR DIGIT 2 fieldLUNCH SERVICEBox specified in DESTINATION FOR DIGIT 3 fieldHOLIDAY SERVICEBox specified in DESTINATION FOR DIGIT 4 fieldIf the caller dials any digit while the Routing box greeting is playing, the VP system stops the
greeting and routes the call based on the service mode (not based on the digit dialed). 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/005-51     VP:When Digit Received, Wait for More Digits
NTVP:If Digit Received, Wait for More Digits
This parameter is used only if the ROUTE CALL BASED ON field specifies DIGITS DIALED.  If there are
conflicts between menu digits in the DESTINATION FOR DIGIT fields, set this field to YES.
For example, if you used digit 1 as a menu digit in the Routing box (“For Sales, press 1”) and there are
also mailboxes that begin with the digit 1 (100, 101, etc.), you must set this field to YES to instruct the VP
system to pause after a caller dials a 1 to determine whether the caller is dialing additional digits.
To speed call processing in the VP system, it is best to avoid such digit conflicts.  Therefore, if mailboxes
are in a range such as 100 - 299, use only digits 3 - 9, 0, and characters * and # as Routing box destination
digits (“For Sales, press 3”).  You can then enter NO in this field.  The VP system can immediately route
any single-digit entries for which it finds a match in any DESTINATION FOR DIGIT field.  If there is no box
specified in the DESTINATION FOR DIGIT field, the VP system pauses to allow additional digits.
     VP:Destination for Digit fields
NTVP:Destination for Digit fields
While the VP system is playing the Routing box greeting, the caller can press a key at any time to make a
selection.  When the caller presses a key, the VP system immediately stops playing the greeting and
consults these fields to see where the call is to be routed.
Traditionally, the VP system uses the # key to allow mailbox owners to access the voice mail gateway
(box 9992).  Therefore, it is strongly recommended you program DESTINATION FOR DIGIT # as 9992 in
every Routing box so mailbox owners can access the gateway at any time.  Though you can program any
other digit as the voice mail gateway, all user documentation is written based on you using the # key.
     VP:VOICE
NTVP:VOICE
If you leave this field blank, the operation of the Routing box is not affected.  If it is set to any valid box
number, when the VP system finishes playing the Routing box greeting, it continues listening for either
digits or a sound on the line for the period defined in the SECONDS TO WAIT FOR A DIGIT field.  If a sound
is detected on the line, and that sound is not a DTMF digit, it is assumed to be voice.  The VP system then
routes the call to the box number specified in this field.
Note:Even though the VP system is listening for digits while playing the greeting, voicedetection is activated only after the VP system plays the greeting.  The greeting should beworded to ask the caller to speak during this time.  For example:“Welcome to the XYZ Company.  For our Sales department press 1.  For Service press 2.If you are calling from a rotary telephone, please say the word ‘Operator’ now.” 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/005-525.8 Setting up a Group Box5.8.1 What Does a Group Box Do?
A Group box is the voice mail equivalent of a distribution list. (Another form of message distribution is
the personal distribution list—see section 5.5).
If mailbox owners frequently send messages to the same group of mailboxes, you can set up a Group box
to reduce the time it takes to address the message to each mailbox.  A Group box contains a listing of
mailbox numbers.  If a mailbox owner sends a message to a Group box, the Group box automatically
distributes the message to all the mailboxes listed in it.
For example, a company may create one Group box that contains the mailbox numbers of every box
assigned to a department manager.  If anyone in the company needs to send the same message to all
department managers, the individual can simply address the message by entering the Group box number,
instead of entering each department manager mailbox number individually.  The Group box then
distributes the message.
When a mailbox owner wants to send a message to a Group box, he/she logs into his/her mailbox, then
selects the option to send the message.  At the prompt, “Please enter the box number,” the mailbox
owner enters the number of the Group box containing the mailboxes to which the message is to be sent.
The VP system voices the name of the Group box and prompts the sender to confirm it is the correct
Group box.  For example,
“Department managers.  If this is correct, press 1.”
When the sender presses 1, a tone sounds to signal the start of the recording.  At the end of the message,
the VP system treats the message as if it had been sent to all the department managers’ mailboxes
individually (it activates message notification, message waiting lamps, etc.).
Note:Even though it appears that each mailbox owner has his/her own copy of the message,the message is actually stored only one time on the disk.  The single copy remains on thedisk until all members of the group have selected to delete it.Note:Group boxes can only be used by mailbox owners.  It cannot be used by external callers(who do not own mailboxes). 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/005-535.8.2 Group Box Screens
DOS-based VP System Group Box ScreenNT-based VP System Group Box Screen5.8.3 Group Box 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 4/005-54     VP:Box Number
NTVP:Box Number
This field displays the Group 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 Group box), or  (next Group box).
To add a new Group box, press  (add).  (NT-based VP system users can also select from icons at the
top of the screen.)
     VP:Name Recorded
NTVP:Record Name button
This field identifies whether the name of the Group box has been recorded.  On NT-based VP systems, an
existing recording is signified by a red light displaying on the button.
The name is played as soon as a caller selects to send a message to the Group 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 name.  By selecting RECORD you can record the name via a telephone
line connected to the voice processing board.  To record the name, select RECORD, press , and call
into voice mail line 1.  When voice mail answers, select RECORD and speak the name.  To end the
recording, press  again.  To hear the recording, select PLAY.
On NT-based VP systems, you can record the name by clicking on the Record Name 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:Number of Messages
NTVP:Number of Messages Currently in Box
This field cannot be changed from the keyboard.  It indicates the number of messages in the Group box.
     VP:Max Message Time
NTVP:Max Message Length X Seconds
This field is used to specify the maximum length of a message (in seconds) that can be sent to this Group
box.
     VP:List of Members
NTVP:(Unlabeled List of Members area)
These fields indicate the current members of the Group box.  To add a mailbox to the group, enter the
mailbox number on this list.  To delete a mailbox from the group, move the cursor to the mailbox number
to be deleted, and delete the number from the field.  A Group box can contain up to 50 members.
To send messages to groups containing more than 50 mailboxes, use one of the following methods:
· Use the Send to Multiple Mailboxes option to send the message to additional Group boxes.  After
selecting the first Group box and recording the message, press the # key for more options.  From
the menu that plays, choose option 6 to send the message to several mailboxes or Group boxes. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/005-55· Connect a Group box to a text file, which can contain an unlimited number of members.  Create a
text file in the system directory (by default \VM).  Name the file GBOXxxxx.LST, where xxxx is
the number of an existing Group box.  Note that if the existing Group box number is less than 4
digits, you must include leading zeros before the mailbox number in this filename.  For example,
to create an extended member file for Group box 601, create a text file named GBOX0601.LST and
list each additional mailbox on a separate line in the file (do not duplicate members in the Group
box screen and the text file).  Save the file you create in the \VM subdirectory on the VP system
PC.  In the BOX NAME field of the Group Box screen, indicate the complete path to the file, for
example, C:\VM\GBOX0601.LST or 
C:\VM\GBOX0601.LST.
5.9 Setting up a Directory Box5.9.1 What Does a Directory Box Do?
The Directory box is a unique system box.  There is only one Directory box in the system (box number
9998), and it cannot be deleted.  See section 7.14 for more information on the directory.
The Directory box is used to provide a directory service to callers.  Calls can be routed to the Directory
box from anywhere in the system (usually via a Routing box).  For example, the initial Routing box on
the system may voice the prompt:
“Welcome to XYZ Company.  If you know your party’s extension number, you may dial it now.  If you do
not know your party’s extension number, press star for a company directory.  Otherwise, stay on the line
for a live operator.”
In this initial Routing box, the destination for digit * is then set to Directory box 9998.  Once the call is
routed to the Directory box, the VP system plays the recorded greeting for the Directory box. The default
greeting is:
“Enter the first three letters of the last name of the party you wish to speak with.  Use the 1 button for Q
and Z, or press star for a complete directory listing.”
The VP system then begins accepting digits.  It keeps accepting digits until it reaches the maximum of
digits specified (the default is 3 digits, maximum is 7 digits), or until the caller stops dialing, whichever
happens first.  Using the numbers provided by the caller, it searches its database of mailboxes to find all
that have entries in the LAST name field that match the keys entered by the caller.  The VP system plays
each name in turn, asking the caller if this is the person he/she wants to call.  If, for example, the caller
enters 764 (indicating. S-M-I to search for Mike Smithers), the VP system may respond with:
“Anne Smiley.  If this is the person you want, press 1 .
Bill Smith.  If this is the person you want, press 1 .
Mike Smithers.  If this is the person you want, press 1 .”
You can program the VP system to also provide the mailbox number of the individual selected by the
caller (so the caller can note it for future reference) before the system transfers the call. For example:
“That number is four-two-one-six.  Please hold for Bill Smith.” 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/005-56A caller can also press * in place of spelling out the party’s name to hear a complete listing of mailbox
owners included in the directory.
Note:If you do not want a mailbox owner’s name to be listed as part of the directory, enter the@ symbol as the first letter of the mailbox owner’s last name on the mailbox’s MAILBOXscreen (for example, change “Jones” to “@Jones”).The mailbox is also not included in the directory if no name is recorded for the mailbox.As each mailbox owner’s name is played, the VP system accepts any of the following keypresses from the
caller:KeypressAction Indicated1Transfer to that person.2Skip to the next name.  (This also happens if the caller does not press any key.)3Try a different spelling.#Exit from the directory area. This causes the VP system to take whatever action
is specified in the field IF NAME NOT FOUND.5.9.2 Directory Box Screens
DOS-based VP System Directory Box Screen 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/005-57NT-based VP System Directory Box Screen5.9.3 Directory Box 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.
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 Directory box number (9998).  It is assigned by the system, and it cannot be
changed or deleted.
     VP:Box Name
NTVP:Box Name
This field identifies the name of the box. The name is used when the VP system is displaying line activity
on the screen while the system is running.
     VP:Greeting Recorded
NTVP:Record Greeting button
This field identifies whether a greeting has been recorded for the Directory box.  On NT-based VP
systems, an existing recording is signified by a red light displaying on the button.