Key Voice Voice Processing System Installation And Maintenance Manual

							INSTALLATION AND MAINTENANCE MANUAL 4/006-46.2.2 Options for the Tutorial
If you do not want the tutorial to be offered to mailbox owners, the feature can be disabled on a system-
wide basis.  In the VP system configuration file VM.CFG, enter the following:
DISABLE TUTORIAL
You can customize the text of the tutorial.  The text is recorded as system prompts 198-209.  See section
15.
Once a mailbox owner disables the tutorial by pressing *, it can be re-activated at any time if the owner
logs into his/her mailbox, presses 3 for the Options Menu, then presses 9.  The tutorial re-sets to play each
time the owner logs into his/her mailbox until it is again disabled.
6.3 Understanding the Main MenuWhen you open your mailbox, the VP system voices your name and tells you how many messages you
have.  For example, “John Smith, you have five new messages (two of these are marked urgent) and one
old message.”
The VP system then plays the Main menu, offering you various options:
Note:Not every system or mailbox has access to every option.  See section 15 for the contentsof the default pre-recorded prompts, available optional pre-recorded prompts, andpossible ways to customize system prompts for a specific installation.“To listen to your messages, press 1.
To send a message, press 2.
To change your options, press 3.
To listen to questionnaire answers, press 4.(heard only if mailbox owns a Question box)
To change languages, press 5.(heard only if multi-lingual capability is in use)
For supervisor functions, press 6.
To place an outgoing call, press 0.
Or, to exit, press #.”
Each of the Main menu choices is explained in this section.  For an overview, a map of the voice menus
you hear in the VP system is shown in Figure 6-1.  Optional features (Fax Distribution, Talking
Classifieds, Outbound Telemarketing, IVR) are not included.
Note: If the VP system is equipped with one or more optional modules, this menu may beslightly modified. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/006-51.  New voice mail message2.  Saved voice mail msg.#.  Exit1.  New answers2.  Old answers#.  Exit1. Listen to messages2. Send a message3. Change options4. Listen to questionnaire    answers5. Change languages6. Supervisor functions7. Fax  *#. Exit9. Short-cut to new messages1. Change name2. Change greeting6. Pager number5. Notification number4. Transfer number3. Change password#. ExitMain Voice menuGoes to box defined inSystem Information screenfield labeled After exitingopen Mail box, go to box in0. Place an outgoing callMessage menuOptions menuQuestionnaire answer menuSupervisor menu8.  Rewind9.  Fast forward0.  Pause1. Replay answer set2. Next answer set4. Delete answer set5. Hear time and date#. Exit3. Save answer set as new3.  New e-mail message**7. Review future delivery8.  Replay previous answer9.  Skip to next answer0.  Pause1. Play a greeting2. Re-record a greeting3. Delete a greeting5. Select the active greeting#. Exit4. Change TC category *1.   Replay message2.   Next message3.   Save message as new4.   Delete message61. Forward the message#.   Exit5.   Message time and date7.   Tag Faxmail for retrieval *62. Reply via voice mail63. X-fer to message sender*.    Get Faxmail **   Requires optional
    features software.
** Requires unified
    messaging software.Enter box number to which
message should be sent, or
press star for directory.1.  Send2.  Replay3.  Re-record4.  Cancel5.  Send with confirmation6.  Send mutliple copies7.  Add a Fax document*8.  Append9.  Recap*.  Schedule for future     deliverySee section onsupervisor functions8. Personal distribution lists0. ACD logon / logoff*.  Retrieve sent message9. Enable tutorial4.  Saved e-mail mail msg.**5.  All new messages**6.  All saved messages**64. Reply via e-mail**Figure 6-1   Map of the VP System Voice Menus 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/006-66.4 Listening to MessagesIf you press 1 from the Main menu to listen to messages, the VP system prompts you to indicate the type
of messages you want to listen to:
“For new voice mail messages, press 1.
For saved voice mail messages, press 2.
For new e-mail messages, press 3.
For saved e-mail messages, press 4.
For all new messages, press 5.
For all saved messages, press 6.
Or, to exit, press #.”
Note:Option 3 and option 6 are heard only by subscribers using the unified messaging feature onNT-based VP systems.  Information on using unified messaging features is available in a helpfile accessible to users through a desktop icon installed on client PCs when the unifiedmessaging client software is installed.If you make no choice, or choose # to exit, the VP system returns you to the Main menu.
When the VP system voices messages, it plays each one in turn beginning with the oldest.  If any of the
messages are marked urgent, the VP system plays them first. As the VP system plays each message, it
provides certain information about the message.
Before the message plays, the system provides the following information:
· If the sender indicated the message is urgent, the VP system says, “This message is marked
urgent.”  Urgent messages are played before non-urgent messages.
· If the sender indicated the message is private, the VP system says, “This message is marked
private.”  Private messages cannot be forwarded to another mailbox.
· If you indicated the message is to be deleted, the VP system reminds you that it is marked for
deletion, “You have asked for this message to be deleted.”  The message is deleted a few minutes
after you exit from your mailbox.
· If the sender specified that he/she wants to be informed when you hear the message, the VP
system says, “The sender will be notified that you have received this message.”
· If the message was sent to a Group box of which you are a member, rather than specifically to
your mailbox, the VP system tells you the name of the Group box, for example, “Message for all
managers.”
After the message plays, the system provides the following information:
· If there was an account number associated with the call (see section 7.23), the VP system says the
account number, for example, “from 5552211.”
· If the message was sent by another mailbox owner from within his/her mailbox, the VP system
says the name of the sender, for example, “From Ted Smith” (see note below).
· If the message was manually forwarded, the VP system says who the original recipient was, for
example, “This message was forwarded from Mary Jones” (see note below). 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/006-7· If the message was automatically forwarded, the VP system says who the original recipient was,
for example, “This message was automatically forwarded from Mary Jones” (see note below).
· The VP system plays the message time and date (see note below).
Note:You can configure the VP system to automatically play the message time and date at thebeginning or end of each message on the OTHER CUSTOMIZATIONS screen (VPsystems) / GENERAL INFORMATION screen (NTVP systems).  Otherwise, to hear thetime and date of the message, you can press 5 during the message or during the menuplayed after the message.6.4.1 Listening to New Messages
If you press 1 to listen to new messages, the VP system plays each of the new messages in turn. Any
urgent messages are played first (oldest first), then any non-urgent messages are played (oldest first).  The
VP system pauses between each message to allow you to decide what to do with the message.  When you
have heard all new messages, the VP system says, “You have no more new messages,” and returns you to
the Main menu.
Note:While listening to a message, you can fast-forward by pressing 9 or rewind by pressing 8.The number of seconds the VP system forwards or rewinds is defined on GENERALINFORMATION screen.  You can also pause the message by pressing 0.  If you do notpress 0 again to resume playing the message within 30 seconds, the VP systemautomatically resumes message playback.6.4.2 Listening to Saved (Old) Messages
If you press 2 to listen to saved messages, the VP system plays each of the old messages.  Any urgent
messages are played (oldest first), then any non-urgent messages are played (oldest first).  The VP system
pauses between messages to allow you to decide what to do with the message.  The fast-forward, rewind,
and pause functions operate as they do during new message playback.
6.4.3 Selecting Options Between Messages
Each time the VP system plays a message, it ends by offering you the following choices:
“To replay the message, press 1.
To save and play the next message, press 2.
To save the message as new, press 3.
To delete the message, press 4.
To adjust the volume, press 5.
For more options, press 6.
Or to exit, press #”
Each option is defined below.  If you do not press a digit, the VP system returns you to the Main menu.
· Replay Message—The VP system plays the current message again. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/006-8· Next Message—The VP system moves on to the next message in the mailbox, saving the current
message as an old message.  If you have just listened to the last new message, the VP system
says, “You have no more new messages.”
· Save As New—The VP system moves on to the next message, but stores the current message as a
new message (as if you have not yet listened to it).  This option can also be used to undelete a
message you have asked to be deleted (see below).
Note:When you save a message as new, mailbox functions such as message waiting lampcontrol and message notification also treat the message as new (the message waitinglamp remains on).· Delete Message—The VP system marks the message to be deleted, and temporarily stores it as a
saved message.  The message is not actually deleted until you exit from the mailbox.  If you play
the message again, after requesting that it be deleted, the VP system says, “You have asked for
this message to be deleted,” then plays the message.  If you decide you do not want to delete the
message, press 3 to save the message as new.  Once you press 3, the message is no longer marked
for deletion.
It is good practice to delete messages as soon as possible to prevent the mailbox from becoming
full of old, unneeded messages.  Saved messages may be scheduled for automatic deletion after a
certain number of days (see section 4.10).
· More Options—The VP system offers the following options:
“To forward a copy of this message, press 1.
To reply to the message using voice mail, press 2.
To speak with the sender of the message, press 3.
To delete the message, press 4.
To hear the time and date of the message, press 5.
To reply to the message using e-mail, press 6.
Or to exit, press #.”
Note:The VP system offers options 2, 3, and 6 only if it has enough information to perform thefunctions (see the description of these options below).   Option 6 is only available if thesubscriber is using the unified messaging feature on an NT-based VP system.· Forward the Message—The VP system prompts you to indicate the mailbox to which you
want to forward the message, “Please enter the box number.  If you do not know the box
number, press star.”  Enter the box number or press * to use the system dial-by-name
directory.  You have the following sending options:
“To add your comments to the beginning of the message, press 1.
To add your comments to the end of the message, press 2.
To forward the message without comment, press 3.
To exit without forwarding, press #.”
If you select option 1 or 2, the VP system prompts you to speak your comments.  Once you
record your comments, they are added to the message, and the message is forwarded.
· Reply to the Message Using Voice Mail—The VP system places you in the mailbox of the
sender (assuming the message came from another subscriber on the system).  If the message 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/006-9was manually forwarded, your reply is sent to the person who forwarded it.  If the message
was automatically forwarded (see section 5.5), the reply is sent to the person who sent the
original message.
If the message was left by a caller rather than a mailbox owner, the VP system cannot send a
voice reply.  If in this case and you press 2 at the More Options menu, the VP system says,
“That was not a valid entry.”
Note:The reply to message using voice mail option is available only if a message was sentby another mailbox owner from within his/her open mailbox (the sender has logged into his/her mailbox and chosen option 2, Send a message, from the Main menu).· Transfer to Message Sender—The operation is slightly different, depending on whether the
message is from an outside caller or from a mailbox owner:
If the message is from an outside caller:
This option is available only if the senders telephone number is attached to the message (as
the account number).  When you select the transfer to sender option, the VP system interprets
the account number as a telephone number.  It places you on hold and dials the digits stored
in the account number, automatically using the out-dialing rules in the DIALRULE.TXT file
(see section 7.25).  When it has finished dialing the number, it connects you with the called
party.
Certain additional conditions apply to this feature:
*If you select this option, the VP system assumes the account number associated with
the message is a valid telephone number and tries to dial it.  Do not use this option if
the account number is not a telephone number.
*Before making the outgoing call, the VP system checks the RESTRICTED DIGITS fields
in the mailbox’s assigned class of service.  If the telephone number is restricted, the
VP system does not make the call.
If the message is from a mailbox owner:
The VP system places you on hold and dials the extension number associated with the
senders mailbox.  Certain additional conditions apply to this feature:
*The senders mailbox call transfer feature must be enabled.  If disabled, you hear the
mailbox owners personal greeting just as if you had called the VP system and
entered the mailbox number.
*Your telephone system must support extension-to-extension transfers.
· Delete the Message—See the delete message option description above.
· Hear the Time and Date—The VP system plays the time and date the message was received.
The VP system consults the PC clock for this function, so it is important to ensure the clock is set
to the correct date and time.  You can configure the VP system to automatically play the message
time and date at the beginning or end of the message on the OTHER CUSTOMIZATIONS screen (VP
systems) / GENERAL INFORAMTION screen (NTVP systems).
· Reply to the Message Using E-Mail—The VP system records your reply then attaches it as a
.WAV file to an e-mail it sends to the original message sender.  If the message was manually 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/006-10forwarded, your reply is sent to the person who forwarded it.  If the message was automatically
forwarded (see section 5.5), the reply is sent to the person who sent the original message.
If the VP system does not have access to the e-mail address of the message sender, it cannot send
an e-mail reply. If in this case and you press 6 at the More Options menu, the VP system says,
“That was not a valid entry.”
6.5 Sending a MessageIf you press 2 from the Main menu to send a message, the VP system prompts you to indicate the box
number.  You can send a message to any mailbox or Group box, or to several mailboxes or Group boxes.
You can also send a message to one of the personal distribution lists defined for the mailbox.To send a message to…Do thisA single mailboxEnter the mailbox numberSeveral mailboxesEnter the first mailbox numberAll members of a Group boxEnter the Group box numberAll members of a personal distribution listEnter the distribution list numberIf you do not know the box number of the person to whom you want to send the message, press * to
access the dial-by-name system directory.
Once you have entered the box number, the VP system plays the name of the owner of that box and asks
you to confirm you have indicated the correct box.  For example:
“John Smith.  If this is correct, press 1.”
If you press 1, the VP system asks you to record your message after the tone.  Once you record the
message, the VP system offers the following options:DigitFunctionDescription1SendSend the message.  You are offered the following sending options:
1. Send with normal delivery (the default).
2. Send as an urgent message. Urgent messages are played first.
3. Send as a private message. Private messages cannot be forwarded.
5. Send and be notified when recipient has listened to the message. (This is the
same as choosing option 5 below).2ReplayPlay the message back, so you can hear how it sounds.3Re-recordDelete this message, and record a new one.4CancelDelete this message, without sending it. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/006-11DigitFunctionDescription5Send with
confirmationSend the message, and have the VP system notify you when the recipient first
listens to it.  Once the message has been heard by the recipient, the VP system
sends a message to your mailbox, telling you when the message was received
and who received it (in case it was automatically forwarded to a third party).  This
message from the VP system is treated as a normal message in that it activates
all the normal message notification, pager, message-waiting features.  (This is the
same as choosing option 1 above, and then pressing 5).6Multiple sendSend this message to several mailboxes or Group boxes.  The VP system sends
the message to the mailbox (or Group box) you first specified, then asks you for
more box numbers.  Enter each mailbox (or Group box) number when asked,
then press # when you are finished.8AppendContinue making the recording of this message from the point where you left off.
You may continue recording up to the total message length allowed by the
receiving mailboxs assigned class of service.9RecapPlay back the last 5 seconds of the recorded message.*ScheduleSchedule this message for delivery at a future time and date.  The VP system
prompts you to enter the time and date for delivery of the message, then plays
back the information you entered for confirmation.  Choosing this option takes the
place of pressing 1 (send), which would deliver the message immediately.6.6 Changing Mailbox OptionsIf you press 3 from the Main menu to change the mailbox options, the VP system voices the Options
menu:
“To record your name, press 1.
To record your greeting, press 2.
To change your password, press 3.
To change your call transfer feature, press 4.
To change your message notification feature, press 5.
To change your pager feature, press 6.
To review messages scheduled for future delivery, press 7.
To change your personal distribution lists, press 8.
To reactivate the tutorial, press 9.
To retrieve a message you have already sent to another mailbox, press *.
Or, to return to the Main menu, press #.”
Note:If this mailbox is the owner of an ACD box, the menu also includes an option to log agentsinto or out of the ACD group.If you do not make a selection, the VP system returns you to the Main menu. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/006-126.6.1 Recording a Name
If you press 1 from the Options menu to record a name in the mailbox, the VP system plays the current
recording of the name and prompts you to change it:
“To replay your name, press 1.
To re-record your name, press 2.
To delete your name, press 3.
Or, to exit, press #.”
If you press 1, the VP system plays the current recording of the name, then plays the menu again.
If you press 2, the VP system asks you to record your name after the tone.  Speak the name, then press #
to end the recording.  If you do not press #, the VP system will record a few seconds of silence before
ending the recording.  This will slow the progression of calls to the mailbox.  Once the name has been
recorded, the VP system plays the above menu again.
If you press 3, the VP system deletes the current recording of the name.  If you press #, you return to the
Options menu.
6.6.2 Recording a Greeting
If you press 2 from the Options menu to record a greeting, the VP system examines the class of service
assigned to the mailbox (see section 4.10) and checks to see if you are the owner of any other box in the
system (Routing box, Questions box, etc.).  The next prompt you hear depends on:
· Whether the mailbox is allowed to record multiple greetings, a single greeting, or no personal
greeting, as defined in the assigned class of service.  If the mailbox is not permitted to record a
personal greeting, the VP system says, “That was not a valid entry,” and plays the Options menu
again.  When a call is routed to this mailbox, the caller hears the default system greeting,
“[Name] is not available right now...”
· Whether the mailbox is the owner of one or more other system boxes. If the mailbox is an owner
of another system box, the VP system prompts you to select which box you want to change the
greeting in, “Please enter the box number.”
If you enter a number for a box that you do not own, the VP system says, “Im sorry, you do not
own that box.” then re-plays the Options menu.  If you enter a number of a box that you do own,
the VP system plays the following menu:
“To replay the greeting, press 1.
To re-record the greeting, press 2.
To delete the greeting, press 3
To select a new active greeting, press 5.
Or, to exit, press #.”
Options 1, 2, and 3 function the same way as when you use them to record a name for the
mailbox (see above).  The only difference involves boxes that are allowed multiple greetings.  If
the box is allowed multiple greetings and you select option 1, 2, or 3, the VP system prompts you
to indicate the number of the greeting (0 – 9) you want to modify. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/006-13Note:If a mailbox is not allowed any greetings, then any boxes “owned” by that mailbox are alsonot allowed any greetings.Enter the greeting number (or press * if you want to work with whichever greeting is currently
active).  If the number you enter is higher than the maximum number of greetings allowed by the
assigned class of service, the VP system says, “That was not a valid entry,” and replays the
Greeting menu.  If the greeting number is valid, the VP system allows you to play, re-record, or
delete it using the same functionality it uses when you play, re-record, or delete the mailbox name
(see above).
Note:If the mailbox is allowed multiple greetings, recording one of the greetings does not affectwhich greeting is active.  That is, if greeting 0 is currently the active greeting, recordinggreeting 1 does not automatically make it the active greeting.  You must use option 5 toactivate a different greeting.Option 5 allows you to select another greeting as the currently active greeting.  The active
greeting is the greeting played to callers when they are routed to the mailbox.  Once you select a
new active greeting, the VP system plays the greeting back to you for confirmation.
Note:If the class of service assigned to the mailbox allows multiple greetings (ranging from 0 to9), record greeting 0 first since this is the active greeting by default. You can then recordadditional greetings 1 through 9, as allowed by the class of service.6.6.3 Changing a Password
If you press 3 from the Options menu to change your password, the VP system prompts you to enter a
new password.  The password can contain the digits 0 – 9 and the character *, and it can be up to 10
digits/characters long.  When the VP system is shipped, the maximum password length is set to 4 by
default, but this can modified using the parameter MAX PASSWORD LENGTH in VM.CFG configuration file
(see section 12).
Once you enter a new password, the VP system prompts you to re-enter it for confirmation.  This ensures
you do not accidentally mis-enter the password you intended to use.  Once you enter the same password
twice, the VP system plays the prompt, “Your password has been changed and will be in effect the next
time you call.”
If you do not re-enter the password when prompted or you do not enter two matching password as
prompted, the VP system does not accept the new password and plays the prompt, “Your password has
not been changed.”
Note:If you do not want to password-protect a mailbox, enter 0000 (four zeros) as thepassword.  If the mailbox contains the password 0000, the VP system does not prompt themailbox owner to enter a password when logging into the mailbox.  Be advised that whenthe mailbox does not prompt for a password, anyone can open it.  You are strongly urgedto always password-protect a mailbox and change the password regularly for maximumsecurity.Note:Mailbox owners are barred from remotely changing their passwords if the password fieldentry is enclosed in brackets [ ] on the MAILBOX screen.